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.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

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

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.

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.

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?

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?

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

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!

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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Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

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

NICE Systems

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.

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.

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.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

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.

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.

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

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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Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

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.

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 Role of the Call Center Callback in 2019

VHT

In 2019, when people have questions, they turn to Google, social media, or other digital channels for instant answers. This is one of the main forces driving their ever-rising expectations, and this remains true when they call into customer service. They expect to be answered quickly, so keeping customers on hold, especially for extended periods of time, creates a poor experience for them. Call center callback is the best solution to meet these expectations. What is Contact Center Callback?

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

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.

Interview with John Goodman About Strategic Customer Service

Toister Performance Solutions

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