Mon.Jul 24, 2017

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Trust is Important in the Contact Center

Call Center Weekly

By Celia Thomas To aid and ensure contact center agents are successful, leadership must support and values them. One key area in this development, is trust. There is an excellent quote by Steven Covey that speaks to the important of trust in leaders. “Without trust we don’t truly collaborate; we merely coordinate or, at best, cooperate. It is trust that transforms a group of people into a team.

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Unbelievable! Does Car Buying HAVE To Be SO Bad?

Beyond Philosophy

So a couple of months ago, Lorraine and I headed out to our local Jeep dealership. And thus began an excellent case study in how NOT to treat your customers. When we arrived, I told the salesman I wasn’t going to buy anything that day. But the salesman cornered me into a negotiation anyway. I sat in an uncomfortable chair for most of the afternoon while this fellow disappeared time and again, emerging each time with a new lower price written on a sheet of paper.

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How to Train Outbound Call Center Agents [Comprehensive Guide]

Convoso

Agent training is a huge part of call center life. In fact, in an industry that suffers the most from agent turnover, agent training should be viewed as everything.

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5 Top Customer Service Articles for the Week of July 24, 2017

ShepHyken

Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. What do older generations want from customer service? by Roxanne Abercrombie. (CustomerThink) It may surprise you that one in five Twitter users are aged over 50, over 59 per cent of seniors have made an online purchase in the past three months, and a colossal 28 milli

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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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Stop Playing Games with the Net Promoter System®

CustomerGauge

I’ve said it once, I’ve said it a thousand times: NPS® isn’t just about the score, it’s what you do with it. Therefore, it constantly baffles me that companies are still trying to “game” their Net Promoter System®—ultimately skewing results, stagnating progress and losing the true value of their CX program. As a consumer or […]. The post Stop Playing Games with the Net Promoter System® appeared first on CustomerGauge.

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Using NPS to build a better candidate experience

AskNicely

When it comes to recruitment it’s not enough to place the perfect person in the perfect role; obviously it helps to get that part right, but it’s not the end of the story. As recruiters, you have a responsibility to your clients to not only find them new employees, but to present them in the best possible light. Nobody wants to work for a company with a reputation for being horrible to job applicants, right?

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How to Kick Things Off with Your Customers

Amity

SaaS Tattler 106 - How to Kick Things Off with Your Customers. When things start right, they stay right. Onboarding is a huge component of Customer Success, but before you actually get to work you need to take ownership of the new account and launch the relationship towards success. Kicking off a new relationship takes work, from collaborating with Sales to preparing your first customer calls, here are some best practices to help you navigate your first few days with a new customer.

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Tiago Paiva: How a Dreamer Became a Doer

Talkdesk

Do you know Talkdesk’s inspiring origin story? As Talkdesk has recently been named to Forbes 2017 Cloud 100 list , we felt that now would be the perfect time to bring you this interview of Tiago Paiva, the Founder and CEO of Talkdesk. This article originally appeared in Opentalk Magazine. . Let’s start from the beginning. How did you conceptualize Talkdesk?

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6 Ways to Convince the Potential Customer

VocalCom

Customer satisfaction can be difficult to measure these days, as brands engage with their customers across numerous touchpoints. Omnichannel brands strive to deliver experiences that are both streamlined and personalized, while competing with other brands doing the same. Similarly, potential customers struggle to make decisions due to the numerous options they are given.

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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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How to Orchestrate Customer Experience across the Enterprise

Topdown

In an article for Martech Today entitled “ Beyond the Martech Stack: It Takes an Orchestra to Solve the Customer Experience ,” Barry Levine addresses the challenge of extending the philosophy, processes and technologies of customer-centricity beyond Marketing to the entire organization.

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Conference Chatter

Insite Managed Solutions

Are conference topics relevant to your contact center? . When we speak with companies, we are frequently asked what is new within the contact center industry. They want to understand not only what is trending within the industry, but what other companies are working on as well. Recently, we reached out to you to ask what your top priorities for 2017 were and you answered.

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Dataset: UK Net Promoter Score Benchmark, 2017

Customer Experience Matters

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to provide Net Promoter® Score (NPS®) ratings for the companies that they had interacted with during the previous 90 days. We used that data to create an NPS benchmark of 157 companies across 16 industries. You can purchase and download the dataset , which includes companies that had at least 85 respondents.

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Top 5 Self-Service Pitfalls

Insite Managed Solutions

Which pitfalls do you face? When companies prioritize self-service as a key initiative, we are often brought in to accelerate their pace. Frequently, we find companies experience similar challenges during their self-service initiative and we thought it might be beneficial if we shared the top 5 with you. If you are experiencing similar feedback from your customers or are just starting down the self-service path and would like to learn more about these challenges, feel free to give us a call.

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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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Sensors Do Not A Smart City Make—Part 3

Verint

In part 1 and part 2 of this blog series, we looked at the background of Smart City initiatives and discussed how combining the networks of sensors and other devices—and particularly the data they generate—can give us powerful and unexpected insights into how to make life better for citizens around the world. We can also add two more “sensors” to our vision of a smart city network: citizens and employees.

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Choose the Right Speech Analytics Technology

Aspect

In my last blog , we talked about the huge gulf between the value of speech analytics and the actual use of speech analytics in contact centers. The penetration rate is only about 15%, but it is growing at a rapid 20% CAGR because historical barriers to purchase have recently been removed: low voice recognition accuracy is now comparable to the human ear, and a large upfront investment is now mitigated by the availability of cloud-based SaaS models. .