InTheChat
FEBRUARY 12, 2019
Tone is one of the most important aspects of a successful customer service interaction; when recalling the interaction later, customers won’t remember the words that you used, but they will remember the tone and how it made them feel. The post Getting the right tone in customer service: some do’s and don’ts appeared first on InTheChat.
Fonolo
FEBRUARY 12, 2019
Here’s what we know: In the call center industry, it feels as though there is a carousel of new and emerging call center trends forever in rotation. A trend doesn’t even have to be new or never-before-seen, mind you; it could very well be an existing technology, process, product, or service that has finally garnered the attention it deserves. In the call center industry, something big is trending: Call-backs.
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Toister Performance Solutions
FEBRUARY 12, 2019
Customer service often involves empathizing with customers. It can be highly rewarding to connect with someone and help them feel better. Sometimes, you can almost see the weight leaving their shoulders or hear it in their voice over the phone. But we all have our limits. Empathizing all day, every day can be exhausting. A Customer Service Tip of the Week subscriber recently contacted me because she was concerned her team was experiencing empathy fatigue.
ShepHyken
FEBRUARY 12, 2019
A Social CRM. Growing Your Business by Growing Your Soul. Shep Hyken interviews Jon Ferrara. They discuss his company Nimble , the history of CRMs, customer service philosophies, and life. In Shep’s Opening Monologue… He considers the balance between the digital and the human experience in customer service. The Interview with Jon Ferrara: Jon Ferrara created GoldMine, the pioneer CRM program, by synthesizing existing technologies at the time.
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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.
Callminer
FEBRUARY 12, 2019
Contact centers are just looking for love. They want their customers to adore them, striving to provide the best customer experience so these customers will return month after month.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
FEBRUARY 12, 2019
It’s currently a job-seeker’s market with contact centers in tight labor markets facing stiff competition for top talent. Add to that the industry’s high rate of turnover and it is easy to see why so many contact centers live in a continuous cycle of recruiting and hiring. In today’s increasingly complex support environment, the competitive […].
ProProfs Blog
FEBRUARY 12, 2019
On a scale of 0-10, how likely are you to share this article? This would be my Net Promoter Score question to you. These days a lot of the content we come across on the internet contains terms such as customer satisfaction , feedback, and Net Promoter Score. But what exactly is Net Promoter Score and how do you calculate it? Defining Net Promoter Score.
GetFeedback
FEBRUARY 12, 2019
Collect real-time, quality feedback from on-the-go customers. Today we’re excited to announce the newest addition to our suite of survey distribution channels: SMS. This feature helps companies connect with modern customers on their favorite channel and collect even more customer experience data, giving them the insights they need to deliver great experiences and boost loyalty.
Customer Service Life
FEBRUARY 12, 2019
This article originally appeared on CustomerThink on December 17, 2018. Click here to read the original post. Have you noticed the change in professional sports television viewing over the past few years where it’s become standard for a rules official, oftentimes a former referee, to provide expert interpretations of the rules and judgment calls in instant replay situations.
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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
Kristina Evey
FEBRUARY 12, 2019
Loyal employees are a key factor in developing loyal customers. People do business with those they know, like and trust … Read More Episode 38 – Loyal Employees Breed Loyal Customers. The post Episode 38 – Loyal Employees Breed Loyal Customers appeared first on Kristina Evey.
DMG Consulting
FEBRUARY 12, 2019
AI, Automation and Analytics Drive Vast Improvements in Contact Centers. The WFO market has come a long way since DMG Consulting began covering this sector 15 years ago. The service economy has undergone many changes, all of which benefit from real-time contact centers, the subject of the book The Real-Time Contact Center , published by Donna Fluss, President of DMG Consulting, 13 years ago.
Stratifyd
FEBRUARY 12, 2019
Estimated reading time: 2 minutes. Faraz Syed joins Stratifyd after more than 20 years of experience in the tech industry, including positions held at Hewlett-Packard, CA Technologies, and Capgemini. “We’re thrilled to have Faraz on board,” Stratifyd CEO Derek Wang said. “He’s going to be instrumental in helping us build and expand our marketplace which will take Stratifyd to the next level.
ProProfs Blog
FEBRUARY 12, 2019
As a business, you need to learn that there is a strong relationship between customer service and consumer psychology. Humans have varied emotions and more complex minds. When you comprehend the needs and feelings of your customers, offering them fantastic customer service experience becomes a cakewalk. Businesses delivering excellent customer service experience know about their customers inside out.
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.
Voiance
FEBRUARY 12, 2019
In 2016, Voiance collaborated with author and customer service speaker Jeff Toister. Jeff is the president of Toister Performance Solutions, Inc. and the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It. He’s also authored several customer service training videos on lynda.com including Customer Service Fundamentals and Managing a Customer Service Team.
DMG Consulting
FEBRUARY 12, 2019
Question: What’s the best way to use contact handle time as a key performance indicator? Answer: The amount of time agents spend handling interactions in each supported channel (e.g., inbound/outbound calls, chats, emails, short message service (SMS)/text, messaging, social media, etc.) is a critical key performance indicator (KPI) for contact centers, and has been one of the most common productivity measures since call centers began decades ago.
GetFeedback
FEBRUARY 12, 2019
Now companies can collect real-time, quality feedback from on-the-go customers with GetFeedback's SMS survey feature: SMS Invitations.
Quadient
FEBRUARY 12, 2019
Insurers are still playing catch-up with the needs and expectations of today’s digital savvy customers. These hyper-connected consumers are using mobile technology to research, shop and make purchases and they expect the organizations they do business with to communicate with them on a personalized, relevant and contextual basis.
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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.
ConvergeOne
FEBRUARY 12, 2019
As a customer experience professional, I find myself more attuned to experiences I receive as a consumer. One of my favorite stories, which occurred to me and 200 of my now-closest friends, involves airline travel. Traveling today can be filled with a number of pitfalls: everything from weather, overbooking issues, and poor communications to outdated tools left in the hands of inexperienced gate agents.
Guru
FEBRUARY 12, 2019
Guess that job! Let’s start with a quick game. I am going to provide some (lightly edited) requirements from real job descriptions, and I want you to guess what the job is. Cover up the answer under these bullet points. Read through them, and decide what you think the job description is. Then uncover the answer when you’re ready.
delighted
FEBRUARY 12, 2019
When you’re juggling feedback from multiple sources and various customer segments, customer experience survey data analysis can get very overwhelming, very fast. That’s why today, we’re very excited to introduce the much-requested Reports section of the Delighted platform, which is made up of three features: Snapshot, Over Time, and Pivot Table. With Snapshot and Over Time, you’ll be able to visualize your survey results in presentation-ready charts instantly.
Guru
FEBRUARY 12, 2019
Recently, I had the pleasure of sitting down with Sarah Sheikh, head of customer success at Front , for a webinar dedicated to customer happiness. Sarah and I came up with our top eight rules for creating happy customers and chatted about how at both Guru and Front we empower our customer experience (CX) teams to delight customers at every touchpoint.
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!
Education Services Group
FEBRUARY 12, 2019
When the iPad launched in 2010, people couldn’t seem to figure out what it was for. The New York Times’ David Pogue said , “In 10 years of reviewing tech products for The New York Times, I’ve never seen a product as polarizing as Apple’s iPad.” Tech writers wondered why anyone would want a touchscreen-only computer with no ports other than Apple’s proprietary 30-pin dock.
Working Solutions
FEBRUARY 12, 2019
The secret is out: As the demands of offering a superior customer experience become more complex and resource-intensive each year, the on-demand customer service model has emerged as the preferred way for busy business managers to handle this essential task without compromising quality (or breaking the bank). Yet along with this new reality has come […].
Clarabridge
FEBRUARY 12, 2019
In 2015, the Oxford English Dictionary named , aka the “Face with Tears of Joy” emoji, as its word of the year. This news may have prompted you to feel like , , , , or. Emoticons and emojis are widely attributed as emblems of Internet communication, but, contrary to popular belief, emoticons are actually not a new invention. At the end of the nineteenth century, Ambrose Bierce, an American editorialist, suggested different ways to manipulate punctuation to better represent tone.
Nuance
FEBRUARY 12, 2019
What is a documentation workflow and why is it important? In simplistic terms, it’s the systems businesses use to create, track, edit and manage the paperwork they produce day to day, and any inefficiencies, inaccuracies or gaps in this process can have a negative impact. The legacy to project management and modern-day workflows, as we […] The post The documentation workflow challenge appeared first on What’s next.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Strikedeck
FEBRUARY 12, 2019
Robert shares his best tips for how to speak to customers so that they are inclined to listen and understand.
Jon Arnold
FEBRUARY 12, 2019
Last week was a bit of a blur, but I really was in Monaco for Alcatel-Lucent Enterprise’s Connex19 analyst event. It was actually the tail-end of their week-long sales conference, and being their centenary, all of this was done in fine style. I was very happy to be invited, and it was my first ALE event. Overall, my impressions were good, but I definitely have some concerns about their roadmap and how much CPaaS can really drive sales growth.
NobelBiz
FEBRUARY 12, 2019
If you are a business making calls to your customers mobile phone’s, various labels are being attached to your caller id by different carriers in the ecosystem using different techniques It does not matter how you dial low volume, high volume, manual dial, TCPA, or predictive all the calls are treated the same. NobelBiz® has [ ] The post Fact : Your Outbound Calls are being Labeled and Your Contact Rates are Dropping!
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