ShepHyken
FEBRUARY 28, 2018
Jeff Bezos, the CEO of Amazon, once said, “The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works.”. In other words, the best customer service is invisible. It just happens. The customer doesn’t have to ask for it. It just gets done the way it’s supposed to. What does get done isn’t always noticed, and shouldn’t be.
Call Center Weekly
FEBRUARY 28, 2018
What is an effective way to collaborate with other departments to improve customer experience? There’s no need to overcomplicate things. It always starts with relationships -- genuine, authentic relationships. Apply the same great customer service skills you use with your customers to the people within your organization. When others come to you for assistance, stay positive and upbeat, stay away from “no,” and aim to respond with “let me see what I can do for you” instead.
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Kayako
FEBRUARY 28, 2018
There are so many different ways to onboard new employees with a training program. It can be hard to know which way to start, especially if it’s your first time. You need to consider what kind of culture you are trying to foster, what priorities you want your team to have, and make a plan to preemptively correct problems and questions before they’ve even come up.
Return Customer
FEBRUARY 28, 2018
The behavior of consumers has evolved as their environments and behaviors have shifted — and it’s up to brands to catch up. These days, many companies are stuck in old habits, trying to stick a round peg into a square hole. Case in point: Choosing to not operate a call center from the cloud won’t allow businesses to keep up with customers’ demands in real time.
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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.
Up Your Service
FEBRUARY 28, 2018
Is the customer always right? Sometimes customers make mistakes, they get confused, they exaggerate, or even lie. So if they customer is wrong, what should you do? You can still make the customer “feel right” by agreeing with them on the importance of what they value. But there is a catch. The customer may not tell you what they value. In fact, they can even make it hard to know.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Eptica
FEBRUARY 28, 2018
Date: Wednesday, February 28, 2018 Why the future of customer service isn’t just automation. Published on: February 28, 2018. Author: Pascal Gauvrit The rise of artificial intelligence is leading many experts to predict that the future of customer service will be driven by automation and technology , without the need for human agents to interact with consumers.
Mindtouch
FEBRUARY 28, 2018
Guess what the number one thing on Google’s Ten Things We Know to be True is? User experience. Music to our humble ears, as you might have guessed; but it’s also a guiding principle in our approach to self-service support. Though there are many aspects to good self-service strategy, search remains principle among them. Specifically, the search experience.
NICE inContact
FEBRUARY 28, 2018
This is part one of a four-part series on the economic value of NICE inContact CXone. We are now entering an experience economy. Price and product are no longer considered key differentiators. Customer experience is now becoming the new tool to compete in this experience economy. Customers are no longer looking for the right service at the right time, they are looking for proactive service that is engaging, immersive and leads them to the next best action.
CX Journey
FEBRUARY 28, 2018
Image courtesy of Pixabay What is appreciative inquiry, and how can it help move your change management efforts forward - in a positive way? Change management is really key to any customer experience transformation. As you well know, the transformation always focuses on the bad, on what's going wrong - in hopes of improving and making it better; otherwise, I suppose, it wouldn't be called a "transformation.
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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
Aria Solutions
FEBRUARY 28, 2018
Technology fuels so many aspects of businesses today, that it is now the lifeblood of the organization. CIOs and Infrastructure leaders must own the design for the full eco-system to deliver an infrastructure that can be the foundation for the business. Evolved infrastructure trends. Infrastructure powers everything and therefore is the foundation of every customer experience.
Contact Center Pipeline
FEBRUARY 28, 2018
Frigid temperatures contribute to increased indoor activities… like reading contact center blogs! Our top posts in February included a call center and nonprofit partnership model to connect people experiencing homelessness with contact center jobs; a look into the conditions that contribute to chaos in the contact center and how to stop the pattern; how to […].
Aria Solutions
FEBRUARY 28, 2018
Technology fuels so many aspects of businesses today, that it is now the lifeblood of the organization. CIOs and Infrastructure leaders must own the design for the full eco-system to deliver an infrastructure that can be the foundation for the business. Evolved infrastructure trends Infrastructure powers everything and therefore is the foundation of every customer experience.
Bright Pattern
FEBRUARY 28, 2018
Last week we share our top three trend for this year, and in this blog we will continue as we discuss enhancing the customer experience through self-service, agent engagement, automation and channel proliferation.
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.
ForeSee
FEBRUARY 28, 2018
The National Retail Federation recently highlighted Tractor Supply’s winning customer experience and top spot in the annual ForeSee Retail CX Rankings report. In the interview, SVP and CIO Rob Mills. The post Betting the Farm on CX: Tractor Supply featured for its winning online experience appeared first on ForeSee.
Up Your Service
FEBRUARY 28, 2018
We see this all the time. A company knows they have a problem, they can see the problem, they know the problem will affect the customer, but don’t tell the customer until the very last minute. And then they really have a problem. Or they know they have a problem, but hope they can fix the problem with a last minute heroic effort, so they don’t tell the customer.
Solvvy
FEBRUARY 28, 2018
The post Customer Experience Investment: Making the Case on the ROI of Improved Customer Service appeared first on Solvvy.
ClientSuccess
FEBRUARY 28, 2018
Recorded Webinar Details. ClientSuccess hosted Sara Masson, Senior Customer Success Manager of Loopio and a 2017 Customer Success Innovator of the Year Finalist , for this month’s customer success webinar series: How to Build Customer Advocates using The Customer Advocacy Ladder. The webinar covers the topic of building customer advocates using The Customer Advocacy Ladder strategy.
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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.
Service Strategies
FEBRUARY 28, 2018
Customer retention and the cultivation of brand loyalty is a priority for all businesses regardless of size or industry. With a steady rise in customer acquisition costs, businesses need to invent and adopt a proactive role when it comes to retaining clients. The post Thee Tips To Improve Client Retention appeared first on Service Strategies.
CSM Magazine
FEBRUARY 28, 2018
The era of the smartphone is now, and it certainly won’t be dying down anytime soon. In order to stay competitive, businesses need to create a user-friendly journey for their customers, regardless of what device is being used. Having a website that isn’t mobile-friendly in 2018 means you can say goodbye to leads and customers. While it’s necessary to make sure that your company’s website is mobile-friendly, it’s equally important to consider whether you could benefit from a mobile app.
NICE inContact
FEBRUARY 28, 2018
Why come to Interactions 2018? There’s no better place to learn, network and have fun when 2,100 professionals and experts congregate May 14-16 in Orlando for the largest, most informative event in our industry. REGISTER NOW! Still hesitating? Here are five reasons why you should attend: An agenda packed with relevant, useful content for delivering outstanding customer experiences and improving business results.
CSM Magazine
FEBRUARY 28, 2018
As it turns out, you were made for customer service. You are always optimistic, you love a good challenge, and you collect outstanding reviews like lint in a clothes dryer. However, you’ve enjoyed a high status in your customer service department for long enough – now what? Customer service is an excellent stepping stone to prestigious positions within a business.
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!
OctopusTech
FEBRUARY 28, 2018
A thousand new leads mean nothing to your business if you don’t know the art of conversions. While new leads serve nothing less than the lifeblood of every sales team, only less than half of all the leads get converted into sales. As a result, these companies miss most of the big opportunities to make sales and that’s where lead nurturing comes into the picture.
CSM Magazine
FEBRUARY 28, 2018
Client care, brand reputation and new technology have emerged as the top priorities for Legal Practices, in the third annual survey carried out by UK legal technology innovator Zylpha. In all, 92% of respondents feel that optimizing Client Care is now the main objective, albeit this contrasted with a figure of 78% when the survey was conducted last year.
CSM Magazine
FEBRUARY 28, 2018
The final mile of a customer’s delivery is often the final straw according to new research from eDelivery EXPO. . eDelivery EXPO, a leading event for retail fulfilment has launched the results of its ‘The Importance of the Final Mile’ research which investigated 2,000 UK consumers’ perceptions and experiences of the delivery of goods purchased online.
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