Thu.May 05, 2022

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Want to improve customer service? Look at your processes

Brad Cleveland Blog

Customer service involves many variables. In this video, we’re going to look at customer service as a process. We’ll see where quality standards fit, and why improving processes is where you’ll make substantial progress. Your quality standards set the mark. But it’s the underlying processes where the real improvement opportunities are.

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5 Rules for Creating Behavioral Experiments

Beyond Philosophy

Have you ever heard of the Milgram experiment? This behavioral experiment tested whether one participant would deliver electric shocks to another participant at a fatal level even as they listened to the second participant’s screams of pain. Shockingly (ahem), they did. Luckily, no one died. The other participant was an actor, and the shrieks the first participant heard were recorded.

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What is Customer Service, Really? – Tip #40

Steve DiGioia

In today’s ever-competitive marketplace, businesses are always looking for the next big thing: What’s the latest fad/trend to follow or copy? What’s the hottest social media channel to spend our time on? How can we incorporate more technology into our business? How can we attract more millennials, what’s important to them? But they forget the basics of a successful business.

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How to Develop and Implement a Customer Experience Strategy

Lumoa

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing. A holistic understanding of customer experiences can help close the gap, strengthen the brand and open up new opportunities for profitable growth.

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The 2023 Verint Experience Index: Retail

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

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Omnichannel 101: A Seamless Experience Everyone Wants

Quality Contact Solutions

Do you provide your customers the ability to communicate via phone, email, text, and chat? If you said yes, that’s awesome, but does that mean you have completed your omnichannel strategy? The answer is no. Understanding Omnichannel Communication If you are only providing these various communication channels without the ability for your customers to move, communicate or buy without starting from scratch seamlessly, you are just giving multi-channel.

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On-Page SEO: Rank Better by Optimizing your Content

JivoChat

On-page SEO (search engine optimization) is essential when it comes to conquering visibility for your website through appearing on Google’s search result pages. It will help you to know how to create content that will be seen as relevant by the search engines, and, consequently, rank in the first position for the keywords that you are aiming at. .

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Best Call Center in North America for an Agent to Work At

SQM Group

It is SQM’s view that the best call center in North America for an agent to work at for the last 10 years continues to be Canadian Tire Bank. Discover why in this blog.

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Three ways to immediately improve your customer experience

Toister Performance Solutions

Today's customers are increasingly unhappy. The American Customer Satisfaction Index has steadily declined for the past four years. By the end of 2021, it had reached its lowest point since 2005. What's causing the decline? A survey conducted by Toister Performance Solutions in April 2022 aimed to find out. Over 1,500 consumers across the United States were asked about their experiences with companies.

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How A Good Customer Experience Can Reduce Customer Churn

Advantage Communications

Customer churn is the percentage of customers that stopped buying from you during a specified timeframe. It’s calculated by dividing the number of customers you have lost by the number of customers you had at the beginning of the time period. The closer your churn is to 0%, the better.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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AI Agent Assist: Get Situational Prompts To Speed Up Sales & Support Readiness

JustCall

Post-call evaluation is post-mortem. The deal is already lost; the customer has already churned. Getting into action after you have lost a business does very little for anyone. Ideally, your sales and customer support reps need real-time assistance. They will perform much better if they receive help during the live call. This is where new-age solutions like conversation intelligence come into play.

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Here’s What’s New from April 2022| Kommunicate Product Updates

kommunicate

Last Updated on May 6, 2022 The month of April was pretty exciting for us here at Kommunicate, as we rolled out a slew of new, exciting features. Here they are: WhatsApp video messages and Rich message support WhatsApp video messages: We now support video messages on WhatsApp!! Users who had a hard time explaining [.]. The post Here’s What’s New from April 2022| Kommunicate Product Updates appeared first on Kommunicate Blog.

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HIPAA-Compliant Live Receptionists: Convenience Without Compromising on Compliance

Abby Connect

Healthcare offices are operating in a complex industry. They have a lot of options for how to structure their offices and a lot of rules to comply with as well. One set of rules involves the Health Insurance Portability and Accountability Act or HIPAA, which has become a sort of standard for a lot of… The post HIPAA-Compliant Live Receptionists: Convenience Without Compromising on Compliance appeared first on Abby Connect.

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How Wing AI Turned Hiring Upside Down

CSM Magazine

No matter how brilliant a business idea, inevitably, the greatest challenge to building a successful business is finding the right employees to run it. Talk to any level of business owner, whether seasoned or just starting out, and most will agree that hiring effective team members can make or break a business. For entrepreneurs, hiring can be particularly challenging.

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The Open CCaaS Advantage Report

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.

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Here’s What’s New from May 2022| Kommunicate Product Updates

kommunicate

Last Updated on May 5, 2022 The month of April was pretty exciting for us here at Kommunicate, as we rolled out a slew of new, exciting features. Here they are: WhatsApp video messages and Rich message support WhatsApp video messages: We now support video messages on WhatsApp!! Users who had a hard time explaining [.]. The post Here’s What’s New from May 2022| Kommunicate Product Updates appeared first on Kommunicate Blog.

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How Healthcare Providers Are Transforming Patient Experience

Zappix

Modern customer experiences are becoming more convenient and personalized every day. Healthcare providers and health systems can jump to the top of patient satisfaction by applying lessons learned from the consumer market.

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Self-Scheduling: The Answer to Agent Stress in Modern Omnichannel Contact Centres

CSM Magazine

With stress levels in contact centres as a constant, Magnus Geverts at Calabrio discusses how to balance the needs of employees and the business with a fresh approach to agent self-scheduling. I have been in the Workforce Management (WFM) business for over 20 years and during this time, contact centre leaders have again and again told me that one of their biggest challenges is balancing the needs of employees with great customer service.

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6 Simple Ways to Improve Your Outbound Calling Strategy

Babelforce

One of the most effective methods to convert leads is with a seamless outbound calling strategy in place. To do that, you need to start incorporating real-time data and automation tools into your system, enhance your customer’s calling experience, rethink your implementation strategy, and focus on giving the right training to your agents. Sounds simple enough?

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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6 Things You Need To Know About Making A Good Business Contract

CSM Magazine

If you’re reading this, there’s a good chance you’re interested in learning more about business contracts. And that’s a smart move – after all, making a good business contract is one of the most important things you can do to ensure the success of your business. In this article, we’ll discuss six key things you need to know about making a good business contract.

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What is knowledge management and how is it relevant to contact centers?

DMG Consulting

Question: What is knowledge management and how is it relevant to contact centers? Answer: DMG defines knowledge management (KM) as a structured methodology and technology framework that is used to capture and curate the collective information of an organization, industry, clients, customers, partners and employees, transform the data into knowledge assets, and systemically distribute them for the achievement of organizational objectives.

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Is It Time to Reskill the C-Suite: A Peek into the Future?

SmartKarrot

The C-suite comprises accomplished professionals who have charted a course that is great. However, the C-suite executives are not the ultimate. In today’s fast-moving business world, C-suite executives and professionals are expected to adapt to changing needs and demands. This must be in tune with the business needs and customer future. C-suite leaders need to adapt to technology and understand its impact on all levels.

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How You Should Actually Listen To Your Customers

OctopusTech

Your customers will always have high expectations when they choose to prioritize your company. If in return, you missed fulfilling their single expectation, your customers will look for another service provider and better opportunities. Customers also switch to other companies when they face a bad experience with your company’s customer service department. .

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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What is the Experience Economy: A Guide for Business Leaders

SmartKarrot

The world saw the first mention of the term E8. This was in the Harvard Business Review. The term was relevant but did not get much popularity until very recently. Marketers took time to completely accept the term and find ways to help their businesses grow in the experience economy. The term has now become the buzzword in the SaaS industry, and we will tell you why.

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Automate Lead Scoring: Save Hundred Of Hours On Prospecting

JustCall

While the traditional way of scoring leads remains in use, sales teams at many contact centers are embracing modern solutions like AI lead scoring. And there are many reasons why! Predictive lead scoring has made prospecting seamlessly easier, enabling the sales team to make way for higher ROI. The new-age conversational AI lead scoring model welcomes a host of other benefits, right from enhanced productivity and performance to greater conversions and revenue.

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Banking AI Chatbots – Benefits, Use Cases & ROI

Comm100

Digital technology has transformed customer expectations in recent years, and the banking industry is now playing catch-up. Technology leaders like Amazon and Apple have offered customers seamless experiences across digital devices for years, and it’s only natural that consumers should expect the same experience from their financial institutions too.

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May 05 – Customer Success Jobs

SmartKarrot

Role: Customer Success Director Location: New York, United States Organization: impact.com As a Customer Success Director, you will be delivering world-class support to the top clients. Maintain a balanced proactive/reactive relationship with your assigned accounts. Expand Impact.com’s presence in the client organizations by developing relationships and facilitating strategic review sessions with senior-level people that have decision-making authority.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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Software Development in 2022

CSM Magazine

What are the popular tendencies in software development in 2022? Read our article to learn more about the most significant developments. In this article, we will consider the major trends in the software development industry. The major trends include cloud development, edge computing, containers, and the issues of cybersecurity. After reading this article, you will get a better grasp of what technology will be sought after this year.