TeamSupport

APRIL 19, 2019

Great customer service agents are invaluable in any business. Not only can they make your customers happy in an instant, but they can completely change the perception of your company. Finding these great agents, however, isn’t easy. Here are twelve customer service skills all great agents need and what you should look for when building your team…. 1) Product and industry knowledge – This skill is required because it’s a huge confidence boost to agents.

Customer Service 80

Customer Service Personalization Metrics Customer Support 80

ProProfs Blog

APRIL 19, 2019

Customer service is just a day in, day out, ongoing, never ending, unremitting, persevering, compassionate, type of activity. ~ Leon Gorman. It needs no mention that buyers love excellent customer service. Think about it, haven’t you returned to a company that treated you well and gave importance to your problems? When you provide such satisfying experiences to your customers, they keep you in mind and share their positive experiences with others.

Sales 128

Sales Marketing Customer Service Multi-channel support 128

ChurnZero

APRIL 19, 2019

Churn Monster #11: Acquired Customer. It’s time for us to take a look at another churn monster that causes a lot of risk – an acquired customer. For any company that has been acquired it goes hand in hand that automatically most things about the future become uncertain, especially the likelihood of continuing to do business with existing vendors. .

Customer centricity 45

Customer centricity Accountability SaaS Customer retention 45

Beyond Philosophy

APRIL 19, 2019

Is Facial Recognition Creepy or Is It Just the Future? Technology can analyze people’s facial expressions and determine what emotion they feel. It’s called Facial Expression Analysis and it uses Facial Recognition technology. This technology presents the most authentic option for capturing data on customers’ emotions during your Customer Experience.

Customer emotions 285

Customer emotions Consulting Consulting Technology 285

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Contact Center Pipeline

APRIL 19, 2019

We need your help to better understand existing processes for gathering, processing and analyzing information about the customer experience. Give us your thoughts in this short Voice of the Customer survey. Results will appear in a future issue of Contact Center Pipeline. All participants who complete the survey will be entered into a drawing for […].

Surveys 133

Surveys Contact Center Customer Experience Call Center 133

TeleDirect

APRIL 19, 2019

Inbound call center solutions. Outbound contact center assistance. At the end of the day, which one is more important for your business or enterprise? You might be surprised to learn that many of our valued customers initially contact TeleDirect with only a vague idea of each type of client communication. Which one should your business concentrate on?

Business Process Outsourcing 84

Business Process Outsourcing Call Center call center association Enterprise 84

Integrity Solutions

APRIL 19, 2019

Coaching Sales Teams and the Link Between Expectations, Beliefs and Performance. The truth is, all of us need coaches. Most people will not work, learn and extend themselves, by themselves, to the extent that they will with the help of a coach who sets high expectations for them. Think about it. In the world of sports, no successful coach ever says to the players, “Okay, you go out and learn whatever you can and practice whatever you want to, and be sure to show up for game day.

Coaching 87

Coaching Sales Personalization Management 87

delighted

APRIL 19, 2019

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? Do you know why some customers tend to stay while others go? Relationship and transactional surveys measure your customer experience, whether that’s through Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT) metrics, so that you can better understand the “why” behind customer engagement and loyal

Surveys 59

Surveys Customer Experience Feedback Metrics 59

Concentrix

APRIL 19, 2019

In this on-demand webinar, learn how to use customer feedback to shape experiences while they’re happening. The post There’s No Time Like the Present appeared first on Concentrix.

Feedback 48

Feedback 48

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Surveys

ClientSuccess

APRIL 19, 2019

For customer success organizations that are either building their team, scaling their team, or re-defining their processes, they know firsthand how many components go into planning and determining the right customer engagement model. Before we jump in to explore what types of engagement models are available to customer success organizations, let’s first define what we mean by engagement models.

Enterprise 44

Enterprise SaaS Best practices Accountability 44

Concentrix

APRIL 19, 2019

See what our new research found out about customers' survey expectations and preferences, and what you can do about it. The post Surveying in a Digital Age: Why Millennials Want Their Voices Heard appeared first on Concentrix.

Surveys 48

Surveys 48

delighted

APRIL 19, 2019

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? Do you know why some customers tend to stay while others go? Relationship and transactional surveys measure your customer experience, whether that’s through Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT) metrics, so that you can better understand the “why” behind customer engagement and loyal

Surveys 40

Surveys Customer Experience Feedback Metrics 40

Dialer 360

APRIL 19, 2019

Customer experience and customer expectations are running out of steam for many years. Every organization in the call center world now realized the customer experience is unique. Customer importance the background with everything. Massive struggle and resources have been sent at customer experience. Inclusively, there have been tremendous gains. According to the study, customer expectations plateaued or declines for most companies and organizations.

Call Center 24

Call Center Big data Contact Center Analytics 24

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

ShepHyken

APRIL 19, 2019

This week we feature an article by Georgina Nelson who explains her approach to collecting customer feedback that will help you provide a better customer experience. One of the biggest misconceptions about collecting customer feedback is the idea that asking more questions provides more of the insights you’re looking for. Through our work with retail businesses across the world, we’ve found that this couldn’t be further from the truth.

Surveys 255

Surveys Feedback Customer Experience Sales 255

Avaya

APRIL 19, 2019

AI presents a huge opportunity, possibly bigger than digital transformation itself. The World Economic Forum predicts that digital transformation will provide economic value to business and society that will top $100 trillion dollars by 2025. Yet with AI—which technically has been around for a long time though it is clearly having its moment in the sun now—the possibilities are tremendous and seemingly endless to drive social, business, and economic change.

Interactive Voice Response 70

Interactive Voice Response Abandon rate Contact Center Enterprise 70