ShepHyken

JANUARY 26, 2018

This week we feature an article by Evan Hackel who writes about why it is important to train your frontline with excellent listening skills. Pay attention to what customers are saying. Take advantage of what you are seeing and hearing and then use what you’ve learned to surprise your customers with amazing and exceptional customer service. – Shep Hyken.

Consulting 208

Consulting Consulting Customer Service Sales 208

Beyond Philosophy

JANUARY 26, 2018

Colin Shaw and Professor Ryan Hamilton examine the question: Why do customers change their minds? What makes a customer change their minds when they have been so certain the day before? Critically what can we do about it? Ryan discusses research by psychologists that give us some clues, and pointers for improving your customer’s experience. Hosts, Colin Shaw and Ryan Hamilton.

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aircall

JANUARY 26, 2018

These are the knowable things: it’s 2018, every customer wants to be treated like the monarch of small European nation, and your support staff are working tirelessly to make everyone happy. It’s also the age of multichannel communications. Which means those noble customers are coming at you from the left, right, chat, email, social media, and (of course) telephone.

CRM 91

CRM Multichannel Sales Call Center 91

CSM Magazine

JANUARY 26, 2018

Are you good at taking the HEAT when your customers lose their cool? Lydia Ramsey explains how you can diffuse even the hottest situation. Have you ever noticed that no matter how hard you try to please and provide good customer service; there are people who seem determined to be difficult? These people get downright cranky or out and out angry. Trying to soothe an irate customer is challenging, especially when so many people feel entitled to act as rude as they possibly can.

Customer Service 76

Customer Service Personalization 76

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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.

aircall

JANUARY 26, 2018

These are the knowable things: it’s 2018, every customer wants to be treated like the monarch of small European nation, and your support staff are working tirelessly to make everyone happy. It’s also the age of multichannel communications. Which means those noble customers are coming at you from the left, right, chat, email, social media, and (of course) telephone.

CRM 90

CRM Multichannel Sales Analytics 90

aircall

JANUARY 26, 2018

These are the knowable things: it’s 2018, every customer wants to be treated like the monarch of small European nation, and your support staff are working tirelessly to make everyone happy. It’s also the age of multichannel communications. Which means those noble customers are coming at you from the left, right, chat, email, social media, and (of course) telephone.

CRM 90

CRM Multichannel Sales Analytics 90

Aspect

JANUARY 26, 2018

It is no secret that our mobile phones have become the central point of our lives—as consumers and when it comes to interacting with friends, loved ones, etc. Most industries and businesses know this, but when it comes to adopting and implementing new technology and channels into consumer engagement many still fall behind the curve. A recent report from App Annie found that app growth increased by 60% and there were 175 billion downloads globally in 2017.

Customer centricity 54

Customer centricity Personalization Technology Customer Service 54

Avaya

JANUARY 26, 2018

The Markets in Financial Instruments Directive II (MiFID II)—arguably the greatest reform to hit Europe’s financial industry—is finally in effect as of January 3, 2018. This EU legislation serves as a much-needed upgrade from the original MiFID, enacted in 2004, and addresses key issues that resulted from the 2008 global financial crisis. The directive requires all national governments in the EU to adopt certain laws, which they are free to do in their own way should the resulting effect be the

Government 51

Government Coaching Contact Center Quality management 51

CSM Magazine

JANUARY 26, 2018

The 8 Wastes of Customer Service are a modified version of the Toyota Lean Manufacturing system used by today’s service process experts. Waste is defined as anything that does not create value for a customer or colleague. Finding and eliminating waste in your service can cut costs and improve customer experience. Waste goes unnoticed over time.

Customer Service 49

Customer Service Government Call Center Accountability 49

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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

Surveys

Insite Managed Solutions

JANUARY 26, 2018

How have we helped our clients? Most of our clients are currently focusing on their 2018 priorities and you might be too! We explored 2018 priorities in our previous email. Here, you will find a number of ways we have helped our clients achieve their priorities over the past year. To begin, 40% of our clients requested a data driven improvement roadmap to quickly boost the customer experience or decrease inefficiencies.

Best practices 40

Best practices Consulting Consulting Metrics 40

FreshGrade

JANUARY 26, 2018

Busy week? We’re here to help. Here’s our roundup of top educational stories from the past seven days: “Rather than trying to choose between high-tech, low-tech, and no-tech, parents and teachers should be searching for activities that will engage children in creative thinking and creative expression.” Mitchel Resnick discusses how parents should focus on maximizing kids’ creativity time as opposed to minimizing screen time.

Education 40

Education Accountability Technology 40

Insite Managed Solutions

JANUARY 26, 2018

Do conference topics correlate to company priorities? As we reviewed the contact center conferences for 2018, we noticed the conference topics were mainly focused on the customer experience. We found this interesting as most of our clients were working on many other areas besides the customer experience. This led us down a bit of a research path. We started by organizing and categorizing the contact center conference topics for 2018.

Best practices 40

Best practices Contact Center Technology Customer Experience 40

Dialer 360

JANUARY 26, 2018

Hiring engaged and highly-motivated call center agents is actually a smart tool to leave the positive impact on the entire team. Moreover, customer experience is improved which is the priority for call center owners. There is no guaranteed method of picking the right persons during interview else than asking right customer service questions. It’s not only your candidate work history which you must be aware off; in fact, it shows their work potential as well.

Customer Service 22

Customer Service Call Center Personalization Metrics 22

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.

Customer Experience