Myra Golden Media
NOVEMBER 6, 2017
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ShepHyken
NOVEMBER 6, 2017
Each week I read a number of customer service 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. Your Customer Service Team Should Be in Every Strategy Meeting by Jaspar Weir. (Entrepreneur) Get the people who know what your customers want and need — your customer service team — more involved in company decisions.
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Call Center Weekly
NOVEMBER 6, 2017
Lately, there has been great emphasis placed on customer experience, and customer journey mapping. Through insights gained, we in customer service are aware of the importance of utilizing soft skills to better enhance a customer's experience, as well as improving the level of service and support. But what insights can we learn by understanding the emotions of customers?
Customer Experience Matters
NOVEMBER 6, 2017
We published a Temkin Group report, Five Steps For Building A Strong CX Metrics Program. A robust customer experience (CX) metrics program allows an organization to systematically measure the quality of the experience it delivers to customers and provides insights that help companies spot improvement opportunities, prioritize investments, track CX progress, and unify the organization around a common goal.
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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.
Amity
NOVEMBER 6, 2017
You’ve emailed your customer multiple times, and nothing, still nothing. It’s painful, you can feel the customer getting closer to the dangerous churn zone, but you can’t seem to get a hold of them to chat or even schedule a call. This tends to happen a lot, customers get busy and they start thinking of you as a burden because they don’t see these calls as a priority.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Mindtouch
NOVEMBER 6, 2017
Conga is deeply ingrained in the Salesforce ecosystem and is hosting or partnering on many high-value events at Dreamforce 2017. If you know Conga, you know they have a ton of products on the Salesforce AppExchange, many of which have set records for downloads and usage (see video below for more specifics). MindTouch customer and Conga COO, Bob DeSantis , breaks down Conga’s Dreamforce presence, including their Quote-to-Cash Central breakout at the Thirsty Bear, where you can find food, drink,
The Center for Client Retention
NOVEMBER 6, 2017
This month, our CX Beat post is focusing on articles that deal with the topic of customer effort. In the world of customer service, much talk centered on reducing customer effort in order to make experiences simpler, easier, and more enjoyable for the customer. Between the three articles we highlight here, readers can see that there are many different approaches to reducing customer effort whether it is using technology that the customer is expecting, catering customer service initiatives to a c
Mindtouch
NOVEMBER 6, 2017
It’s exciting to be part of LavaCon 2017. This conference has truly earned its reputation for being a go-to event for Content Strategists and TechComm enthusiasts. It’s no surprise that this year’s attendance is the highest ever! The standout themes for Day 1 were all about embracing change and the evolution of content functions. How do you keep up with constant change?
Connecting the Dots
NOVEMBER 6, 2017
CCMC ~. By Blake Morgan. Forbes. Customer rage. It’s something no brand wants to be associated with, but new data from the Customer Rage Survey shows that more companies have customers experiencing rage than they may think. The data released by Customer Care Measurement & Consulting shows just how prevalent highly dissatisfied customers are and suggests some things companies can do to fix the problem.
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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
VocalCom
NOVEMBER 6, 2017
When your company defines great customer service, what are the key factors? Does it mean implementing new technologies? Or perhaps you aim to train employees regularly? No matter what your brand’s definition may be, customer service needs regular quality monitoring just like any aspect of your company. As Deloitte affirms, 62% of companies view customer experience delivered by contact centers as a competitive differentiator.
Connecting the Dots
NOVEMBER 6, 2017
CCMC ~. By Wayne Schutsky Tribune Staff Writer. East Valley Tribune. When that brand-new television breaks or the Internet goes out, consumers have no choice but to call customer service in search of a solution – an experience that often includes automated operators, long hold times and other inconveniences. Arizona State University’s newly released 2017 Customer Rage Survey found that these nightmare scenarios do not just irk consumers but also cost businesses hundreds of billions of dollars.
AnswerConnect
NOVEMBER 6, 2017
In early 2015, Everlyn had a difficult decision to make. Her husband had passed away a couple of years earlier, Continue Reading → The post Virtual Receptionist in Texas: Everlyn appeared first on AnswerConnect Blog.
Connecting the Dots
NOVEMBER 6, 2017
CCMC ~. By Blake Morgan. Forbes. Customer rage. It’s something no brand wants to be associated with, but new data from the Customer Rage Survey shows that more companies have customers experiencing rage than they may think. The data released by Customer Care Measurement & Consulting shows just how prevalent highly dissatisfied customers are and suggests some things companies can do to fix the problem.
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.
Verint
NOVEMBER 6, 2017
Bell Canada is Canada’s largest communications company, providing broadband internet, television and mobile services to businesses and consumers throughout the country. To help maintain market leadership in an increasingly competitive marketplace, Bell Canada has put a significant focus on continuous improvement across their enterprise—with a particular emphasis on improving their customer experience (CX).
Connecting the Dots
NOVEMBER 6, 2017
CCMC ~. By Wayne Schutsky Tribune Staff Writer. East Valley Tribune. When that brand-new television breaks or the Internet goes out, consumers have no choice but to call customer service in search of a solution – an experience that often includes automated operators, long hold times and other inconveniences. Arizona State University’s newly released 2017 Customer Rage Survey found that these nightmare scenarios do not just irk consumers but also cost businesses hundreds of billions of dollars.
Beyond Philosophy
NOVEMBER 6, 2017
Contact centers are often the communications lifeblood of a business. It’s where clients get the opportunity to talk to a ‘real person’, whether it’s by phone, live chat or even something as simple as email, and it’s where your employees have the greatest chance to take ownership of the customer experience. After all, even though everyone in the company is technically responsible for delivering a great customer experience, those people who come into direct contact with your current a
Connecting the Dots
NOVEMBER 6, 2017
CCMC ~. By Blake Morgan. Forbes. Customer rage. It’s something no brand wants to be associated with, but new data from the Customer Rage Survey shows that more companies have customers experiencing rage than they may think. The data released by Customer Care Measurement & Consulting shows just how prevalent highly dissatisfied customers are and suggests some things companies can do to fix the problem.
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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.
Talkdesk
NOVEMBER 6, 2017
This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. It’s hard to believe that only five years ago Peloton set out to revolutionize the at-home fitness industry. The billion dollar startup, founded in 2012, has cornered the indoor fitness market, combining cutting-edge bike technology with world-class trainers, equipment and analytics to make world-class fitness classes available at
Aspect
NOVEMBER 6, 2017
There are several industries with a well-deserved reputation for being behind the times when it comes to technology and customer service. Higher education is chief among them. Recently, a friend of mine was telling me about his experience trying to get his transcripts from his undergraduate college sent to one of the schools he was applying to for his Master’s degree.
Comm100
NOVEMBER 6, 2017
Introduction. Social media is a modern day holy grail for businesses: should your company achieve a successful social media strategy, the promise is happiness (for you and your customers), abundance (of engagement and incoming cash flow), and longevity (of your corporation… social media is, after all, a major driver of what keeps businesses relevant nowadays).
LiveChat
NOVEMBER 6, 2017
Product Hunt (PH for short) is definitely the place to be when you launch a new product. It can help you to reach your first users, testers, investors, journalists and more! After submitting over a dozen tools on Product Hunt (and reading the whole Internet about it), I gained enough knowledge to teach you how to squeeze the most out of this platform.
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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