Thu.Jan 24, 2019

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The Police Interrogation Technique That Calms Angry Customers

Toister Performance Solutions

You've probably seen the good cop, bad cop technique in the movies. A suspect is interrogated by two cops. The first one, the bad cop, does their best to intimidate the suspect. They yell, threaten, and generally act like a jerk. Then the good cop intervenes and appears to defend the suspect. The good cop acts like they're on the suspect's side, and suddenly the suspect spills the beans.

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How to Make Contact Center Schedules Compliant

Contact Center Pipeline

We spend a lot of time talking about schedule compliance, but that conversation is usually restricted to how well agents adhere to their own schedules, how to encourage agents to show up on time and stick to their schedules, and how best to reward them when they actually work their assigned schedules. We work hard […].

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Integrating social media into your contact center

InTheChat

A few years ago, conversations about the utility of social media for business would focus on social media as a listening tool. Experts would position social media as a way to passively gather data from the market to learn. The post Integrating social media into your contact center appeared first on InTheChat.

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Client Success Video:  Pac-Biz

Convoso

Pacific Business Services (Pac Biz), a call center based in the Philippines, gives businesses in several countries around the world an efficient, professional option for outsourcing call services. This eliminates the burden of having to hire and train internal resources and helps Pac Biz’s clients grow.

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The 2023 Verint Experience Index: Retail

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

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The IT VP Career Path Explained in 5 Easy Questions

Nextiva

When it comes to a career in technology becoming a Vice President of Technology is one of the highest positions one can achieve. A VP of IT career path is varied and never looks the same for everyone, but is highly dependent on experience and skills, just like the CIO career path. Most VP of […]. The post The IT VP Career Path Explained in 5 Easy Questions appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.

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5 Support Tools to Improve Customer Experience

GetFeedback

Today’s customers have high expectations for support. They want answers to their questions—and they want them quickly. In order to meet this demand, your team needs modern customer support tools that aid their efforts in providing the best customer experience possible. Whether you run a tiny support team with just a few team members or a large team with hundreds, you’ll need a number of software tools to make sure that you’re efficient, productive, and organized.

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Play Streaming Audio to a Phone Call with Ruby

Nexmo

Intro In this post, we are going to look at streaming an audio file into an in-progress phone call. There are many use cases for streaming audio files into calls, and with the Nexmo Voice API and the Nexmo Ruby gem, it is a relatively straightforward process. Whether you want to share music with someone […]. The post Play Streaming Audio to a Phone Call with Ruby appeared first on Nexmo.

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5 Support Tools to Improve Customer Experience

GetFeedback

Today’s customers have high expectations for support. They want answers to their questions—and they want them quickly. In order to.

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A Peek Inside Forrester’s New Report On How Brands Can Win At Post-Sale Marketing

Influitive

If you love something—be it a Netflix series or a great new tapas bar—what’s the first thing you do? You tell everyone, especially the people most likely to find it interesting. B2B brands and products are no different. But is your entire company doing enough to make your customers’ voices heard? Forrester’s new report explores. The post A Peek Inside Forrester’s New Report On How Brands Can Win At Post-Sale Marketing appeared first on Influitive.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Unravel the Ideal Question Types for Your Surveys

ProProfs Blog

If you want better answers, ask better questions. The importance of surveys and researches cannot be stressed enough. Should I open a store in the neighboring state? Would people buy if we launch a new product? Are our customers happy with the existing products? Questions like these can only be answered by your customers, the people who use your products on a daily basis.

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EdTech: Cultivate Customer Experience to Survive Longer than a Semester

Satrix Solutions

With more people turning to technology to improve their learning experience, the EdTech industry is poised for significant growth. It also means potential competitors are cropping up every day – targeting your existing customers and prospective customers. With all this jostling for market share, it is important to keep a close eye on the customer experience to avoid losing their business and importantly, sustainable growth.

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[Slideshare] Looking Ahead: Predicting the Future of BPOs

Fonolo

Companies have been outsourcing their call centers for decades to lower costs, increase productivity, and enable scaled-up customer support during peak times. It is so prevalent in the call center space that the term “Business process outsourcing” (BPO) is often used interchangeably with “outsourced call center.” In the last few years, the call center outsourcing industry has seen revenues crossing $140 billion.

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How to De-escalate an Angry Customer in 3 Words

CSM Magazine

When you have an enraged customer on the phone or in front of you, nothing threads the needle like mirroring the customer’s words. Copying the customer’s angry expressions makes the customer feel heard and understood. When the unreasonable customer feels like you’re listening is when they go from a boil to a simmer. There are only three things you have to remember to do when mirroring: Copy the last three words the customer says: Pause for a beat.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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What is the difference between Customer Support and Customer Success?

CustomerSuccessBox

Customer Success is a new phenomenon and so, several companies club it with customer support. They feel that customer success is an extension to customer support. That is NOT true. All the functions post sales have gained importance in the subscription economy as now the power is in the hands of the customers. Anytime the customers feel that the product is not delivering the value that was promised or the customer experience is not good, they can easily move to a competing product.

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The Convenience Revolution by Shep Hyken (a One Win Book Review)

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

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5 Support Tools to Improve Customer Experience

GetFeedback

Today’s customers have high expectations for support. They want answers to their questions—and they want them quickly. In order to.

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Get the Right People on Your Customer Experience Team

Kristina Evey

Successful teams are made up of the right people. This is true in sports and it is true in Customer … Read More Get the Right People on Your Customer Experience Team. The post Get the Right People on Your Customer Experience Team appeared first on Kristina Evey.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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What is Call Queuing and Why Does It Matter?

NICE inContact

Let’s face it, no one enjoys waiting in line. Whether we’re getting a coffee, a car wash, or checking into a hotel, we all just want fast and easy service, so we can get on with our day. . This same rule applies when people call into your contact center. . And if you think that more people are contacting you via your digital channels instead of calling you, think again.

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How Support Teams Can Drive Revenue Without Being Slimy

Guru

At the 2018 Support Driven Leadership Summit in Boston, I moderated a panel focused on how industry-leading companies empower their support teams to drive revenue – in a non-slimy way. I sat down with Ashley Fielding, Senior Customer Support Team Lead at Shopify, Mo McKibbin, Customer Champion at Help Scout, and Jason Collette, Senior Director - Field Technical Services at Houghton Mifflin Harcourt (HMH) to discuss how their organizations approach support.

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Hello Krakow! Noble Systems Opens a New Office in Poland

Noble Systems

Noble Systems is excited to announce the opening of a new office in Kraków, Poland! The office is located in the Equal Business Park in the Wielicka area of Kraków. It will provide a base for a new team of QA and software engineers, support technicians, and team leaders. The new location is focused on research and development for Noble’s continually expanding technology portfolio.

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Current and future trends in customer support in 2019

UJET

There’s no denying that excellent customer service is crucial for your business.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Customer Engagement Solutions for the Customer-Centered Economy

Totango

Your customers should be your greatest obsession. The digital transformation of business has created a customer-centered economy built on subscriptions, personalized services, and new definitions of customer loyalty. No longer can we be content with a traditional account management relationship that consists of monthly calls and simple questions of, “Is everything okay?”.

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Florida’s City Furniture Gains Reliable Data and Performance Visibility

NICE inContact

Meaningful data and reporting are critical elements for any contact center. Without an accurate read on performance and the quality of the service being provided to customers, managers can’t know where—or how—to improve. That’s the situation City Furniture, a leading home furnishings and accents retailer in Florida, found itself in with an on-premise Cisco system that consistently provided inaccurate information.

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Current and future trends in customer support in 2019

UJET

There’s no denying that excellent customer service is crucial for your business.

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What Does the Future Hold For 2019?

Monet Software

These are the Priorities and Challenges Facing Contact Centers. The internet is great for getting free advice. We’ve found several pieces online attempting to predict where the contact center industry is headed in 2019. Some of their conclusions are obvious, some less so. But we thought we’d pass them along in case they might help your business with a plan of action for the coming year.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Tough Customers

Vonage

Colin Greenwood and Richard Ogley are here to help. Specifically, they’re here to help you; the customer. As Senior Experience Director at Wolff Olins and Senior Manager of Service Design at Whitbread, respectively, Greenwood and Ogley spend their days head-scratching, chin-stroking and, ultimately, problem-solving to ensure your journey through the end-to-end consumer experience is memorable for all the right reasons.

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Vom Anwender her denken: Rollenbasierte Benutzeroberflächen

Aspect

Benutzerfreundlichkeit ist der Schlüssel für den produktiven Einsatz von Unternehmenssoftware. Je nachdem, wie intuitiv sich eine Software bedienen lässt, steigt die Akzeptanz und die Effizienz der Anwender. Außerdem sinkt der Aufwand für die Schulungen der Anwender. Ein wichtiger Ansatzpunkt dabei ist es, die Benutzeroberfläche an dem auszurichten, was für die Anwender relevant ist, dass ihnen also abhängig von ihrer jeweiligen Rolle die entsprechenden Daten und Funktionen eingeblendet werden,

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CSM from the Trenches: Mentors – Ben Winn, Founder & Executive Director, CS in Focus

ClientSuccess

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.