Tue.Mar 19, 2019

A Tale of Two (Well, Three) Customer Experiences: The Good, the Bad, and the Ugly

Call Center Weekly

By Erica Marois Two years ago, after an 18-month stint as Connecticut residents, my husband and I boxed up our belongings and made the journey back down south, landing in Richmond, VA. Unlike our move to Connecticut, we hit the road with significantly fewer belongings.

Infographic: Social customer service expectations in 2019

InTheChat

The era of social customer service is here, and consumers no longer have patience with companies that can’t keep up. Already in 2019, we’ve seen the death of major brands that couldn’t keep pace with the continuing digital.

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Waiting in Queue Doesn’t Have to be Painful

Taylor Reach Group

By Peg Ayers. When my father passed away, I spent hours in queue, waiting for help from a variety of companies and agencies that should be providing service to those who call.

Amazing Business Radio: Mark Copeman

ShepHyken

Habits for Success. Fostering Good Customer Service Habits to Make Your Business Stand Out. Shep Hyken interviews Mark Copeman. They discuss his new book, Helpdesk Habits , which teaches employees how to turn good customer service practices into routine habits.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

The Four Things You Must Do to Keep Customers Talking about Your CX

Beyond Philosophy

Today, people appreciate good Customer Experience, but not enough to talk about it a lot. What gets them talking to people about your brand is having a unique Customer Experience with moments of Innovative Service, or an Innovative Customer Experience.

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A Decade of Contact Center Pipeline: Useful Resources on Our Website

Contact Center Pipeline

As we continue to celebrate our 10th Anniversary, I would like to call attention to a few good resources on our website.

Why Utility Companies Should Embrace Modern Customer Service Technology

Fonolo

Utility companies provide people with critical and valuable services: Heat, hydro, and other essentials that consumers have come to rely on. Given the increasing number of customers they must support, these companies would certainly benefit from implementing strong customer service offerings.

AI IRL Podcast Episode 11: How Intuit’s AI handles money smartly

bold360 Blog

Subscribe via iTunes , Spotify and more. If AI is where the smart money is going, how does AI handle the smart money? We’ve all read about how Wall Street firms have invested billions in AI and machine learning, but what about the people on Main Street?

Financial Services need to meet the challenge of digital transformation

Nuance

It’s no secret that the era of digital transformation is changing the way organizations across industries operate on a day-to-day basis.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

3 Curious Misadventures from the Land of PDF

Mindtouch

The range of customer self-service experiences is today very broad. More than ever, people have choices when it comes to answering questions and solving problems on their own.

7 Types of Nudges to Provide Better Customer Experience

Nicereply

Whether your goal is lower churn, more revenue or to improve your overall customer experience, nudges are often a low-effort, high-reward way of making that happen.

Contact Solutions: Team Member Spotlight

Quality Contact Solutions

By Nathan Teahon, Vice President. At Quality Contact Solutions, our team does a great job of writing a lot of content regarding how to be successful in the call center industry.

7 Reasons Why SSIDs SHOULD Be Broadcast

ConvergeOne

When working with various customers on their wireless networks, I am often asked about the broadcasting of Service Set Identifiers (SSIDs) – or the name of the Wi-Fi network – as a security risk.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

How Lucidchart’s Support Team Drives Revenue by Helping Customers Help Themselves

Guru

Lucidchart , by Lucid Software , is a visual productivity platform that helps people share ideas, information, and processes with clarity.

Interview with John Goodman About Strategic Customer Service

Toister Performance Solutions

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites.

When I grow up, I want to be Customer Experience Pioneer Jeanne Bliss

Aspect

Okay, if I can’t be her, then I want her to keynote ACE 2019 – and guess what, SHE IS!

10 Tips for Building a Customer Driven Company in 2019

Strikedeck

John identifies how technology can support the delivery of an enhanced, competitively-distinct customer experience. Customer Success Customers Onboarding saas value realization

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

DentalPlans.com Performance Soars with Workforce Management in its Contact Center

NICE inContact

With more than 340,000 members nationwide, DentalPlans.com has created a fast-growing niche in dental care by marketing dental savings plans to consumers as an affordable alternative to dental insurance. The company’s 110-agent contact center is a driving force in the company’s success, accounting for $17-$18 million of the company’s annual revenue. Outbound callers generate membership sales and renewals, while customer care agents handle provider and member care.

Is Hudson Yards Retail's Future?

Branch Mesenger

It's been described as a 'city within a city.'. Hudson Yards, comprised of upper-echelon shops, condos, and Michelin starred restaurants, is a breathtaking marvel in both its scope and size.

Digital Marketing & Web Analytics: Where to Advertise?

CallSource Insights

When research shows that roughly nine-in-ten Americans use the internet 1 , a business that doesn’t exist on any digital format today almost doesn’t exist to consumers. More consumers than ever start their research online, with 81% of them conducting online research before buying and 60% starting their research on a search engine. Digital management should be a priority for companies looking to increase brand awareness, acquire additional customers, and improve their reputation online.

The Importance of Balance and Motivation as a Customer Service Team Leader

PlayVox

For customer service team leaders, keeping agents motivated, engaged and enthusiastic is a challenge — but it’s not impossible. HR Management for CX CX Culture

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

What Does 2019 Have in Store for Social Media and CX?

Avaya

This blog is authored by Phil Baumann & Hristiyana Ivanova at C3i Solutions. Phil Baumann is the Director, Digital Strategy and Operations at C3i Solutions. Hristiyana Ivanova is the Assistant Operations Manager for C3i Solutions’ Global Service Delivery and Digital Experiences team.

Serving in Acapella

Chip Bell

It was the 100th anniversary of the church in which I grew up. So, the red-letter day called for a homecoming, complete with a delicious pot luck lunch following the 90-minute worship service. The congregation sang many of the old gospel hymns, the “hellfire and brimstone” sermon was artfully delivered by a former minister, and there was displayed on the walls of the social hall a gazillion photos from yesteryear. It was fun, it was inspirational, and it was nostalgia overload.

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How to Calculate Adoption Rate and its Impact on Customer Lifetime Value

Totango

If your customers aren’t using your product, then they’re not really your customers. They may have subscribed, but if they’re not actively engaging with the product, they’ll never see the value of their investment. And without a clear return in sight, they’re a churn waiting to happen. That’s why it’s important to understand how to calculate adoption rate.

The 7 most common customer service outsourcing myths

5CA

Working in customer service outsourcing, I have experienced some resistance, mostly due to misconceptions regarding the practice. There are a lot of myths out there stopping companies who could benefit immensely from outsourcing their customer service.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.