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.

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.

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.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

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.

More Trending

New KPI Metrics in the Era of Self Service

TechSee

Once upon a time, measuring customer service success was straightforward. Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. No longer.

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.

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

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!

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

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.

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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?

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.

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

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

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.

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.

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.

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

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.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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.

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.

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.

Data Security and Protection at Provide Support

Provide Support

GDPR compliance is demanded of all businesses handling EU citizens’ data by 25 May 2018. For companies across every industry, the paradigm of data privacy has changed fundamentally. Under GDPR, companies must follow uniform rules on how personal data is processed or face severe penalties.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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.

Insights from “AI and the Customer Conversation”

Solvvy

Last month I served on the panel of a live webinar where best-selling author Don Peppers and I discussed trends in customer support, and how the dynamic between businesses and customers is evolving with the rapid adoption of AI and automation. I want to delve deeper into a few of those insights. Support by Issue Type vs. Customer Type.

What is Your Agent Experience Score? And How Do You Use It?

SharpenCX

Contact center leaders, like you, have been using data for decades to pinpoint connections and trends to move the needle on performance and ROI. Your customer satisfaction scores haven’t dipped, but they haven’t improved much, either. The problem is, though, Read More.

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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To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

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.

Workforce Management Services

TELUS International

People and Culture

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.