Tue.Jan 30, 2018

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The “Feel, Felt, Found” Method for Empathy

Myra Golden Media

Today I’m going to show you how to use the Feel, Felt, Found method to express empathy to your customers. What’s great about the Feel, Felt, Found Method, is, it gives you the perfect response when you can’t give the customer exactly what they want. It helps you to be more relatable, and to foster a sense of connection with customers. The Feel, Felt, Found method is easy to use.

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Amazing Business Radio: Jeffrey Shaw

ShepHyken

How Speaking Your Customer’s Lingo Makes You Irresistible. Shep Hyken Interviews Jeffrey Shaw, the LINGO Guy. What if you could speak your ideal customer’s language? . . ? <span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”>?

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What Are the Elements of Good Strategic Planning?

Call Center Weekly

By Dea Harrington From the article series, Strategy for the Real World Ask anyone for the definition of “strategy” and you will most assuredly get a myriad of subjective definitions. To keep us on the same page, here is a brief (and subjective) primer. Strategy (high level) is the plan developed by organization leaders to enhance the health and growth of the entity.

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What Parenting and Leadership Have in Common

Contact Center Pipeline

I am fortunate to have raised two boys who are growing up to be fine young men. Some of the lessons I learned in raising them have carried over to my professional career as well. I may not be world-class at fatherhood or leadership, but I continue to learn new things about both roles every […].

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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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Advances in Object Recognition Builds Trust in the Virtual Technician

TechSee

“Gareth, the dishwasher seems to be clogged. Please fix it.”. “Affirmative sir, will check and repair.”. “Great, I’ll be out on the deck.”. It’s a beautiful day in 2030 and I’m relaxing with my entertainment system. I sit up suddenly. Sniff, Sniff. “Gareth, are you cooking something? I smell something burning.”. “Negative, sir, just flushing the dishwasher hose, sir.”.

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3 Ways For Customers to Accept Estimates Online

Method:CRM

It’s no secret that organization is key to running a successful business. This is especially true when your company creates quotes or estimates in QuickBooks for prospective customers. After all, you can’t start the work if you don’t know whether the customer has accepted your estimate. Ideally, your customers should be able to quickly and easily accept estimates online.

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Customer Effort Score vs. Customer Satisfaction

Mindtouch

In the world of customer experience, there’s more than one way to shine a penny. Net promoter score (NPS) , customer satisfaction (CSAT), customer effort score (CES)—each of these KPIs provides useful insights into the customer’s journey. They help us answer questions like: How do customers find our help content? What kind of customer support experience do customers prefer?

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The Top Five “Must Have” Contact Center Phone System Features

NICE inContact

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? If you are, here’s our laundry list of the top five things that are absolute “must have” phone system features for your contact center in 2018 and beyond: Built-in Reliability and Disaster Recovery.

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How to Keep Your Customers Coming Back

UJET

In today's competitive marketplace, how can you encourage customers to stay loyal to your brand and products when there are so many choices available? You have to provide an outstanding product, of course, and it must be appropriately priced, but there are a lot of companies that can do that. What will set you apart and build brand loyalty, however, is your customer support.

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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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Report: Contact Center Challenges & Priorities for 2018

Aspect

When I was in high school, a fellow student was bragging about teaching herself to juggle. She was explaining to a group of people how difficult it was and how not a lot of people can do it. I listened intently while wondering to myself how hard it really was. That weekend, I found a how-to book and taught myself how to juggle. Clearly, I’m not one to back down from a good challenge.

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Staying Customer-Centric in a Digital World

GetFeedback

In order to stay customer-centric, business leaders have to build a culture that values customer-centricity above all else. Here are 4 ways to do it.

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Morale: Your Best Weapon Against Contact Center Stress

SharpenCX

Learn to reduce agent stress and why improving morale is essential to delivering excellent customer service. [.]. Read More. The post Morale: Your Best Weapon Against Contact Center Stress appeared first on Sharpen Contact Center Software.

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If You Don't Know What the TCPA is, You Should

AnomalySquared

WHAT IS TCPA. TCPA is an acronym for the Telephone Consumer Protection Act. First enacted under George H.W. Bush in 1991, the act restricts phone solicitations and regulates the use of auto-dialers and pre-recorded messages. It has since been edited t o cover text-based telemarketing.

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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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Security Culture Series — Part I: Expanding IT’s Responsibility

Revation Systems

As the digital transformation trend continues to alter communications across all industries, concerns about the security of data located in the cloud are becoming more prominent. Advancements in technology — namely smartphones and other mobile devices — have ignited a radical shift in the communication preferences of consumers, and in the security measures needed to keep their data safe.

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How to Get the Most Out of Training Videos

Toister Performance Solutions

The battery on my solar-powered keyboard died a few weeks ago. Naturally, I searched YouTube for a video on how to replace it. A short video helped me learn how to remove the old battery, determine what special type of battery I needed to order, and install it. Voila! My keyboard works again. There's a good chance you've done something similar. If so, you've discovered the secrets to getting the most out of a training video.

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8 Ways to Say No to Customers with Examples

Provide Support

8 Ways to Say No to Customers. Have you ever heard “No” as a customer? How did you feel? Were you disappointed? Sometimes it may happen that we need to say “No” to our customers or deliver negative news. In fact, this is one of the most unpleasant parts of customer service workflow. Dealing with negative news requires specific skills and self-control.

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The Right Way to Write Branded Content

LiveChat

Branded content is an extremely powerful tool that every business, big or small, should consider using. It helps a company build visibility and expand their audience, promote their goods or services and create a certain brand vision. The audience itself, however, might have quite a different opinion on this. Let’s face it: companies need branded content , but the audience generally doesn’t like it – well, unless it’s written properly.

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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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Creating Happy Brand Experiences through Journey Mapping

Solvvy

The post Creating Happy Brand Experiences through Journey Mapping appeared first on Solvvy.

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Strengthen Your CX Program With Online Communities: 3 Ways

Verint

Never underestimate your customers’ ability to support each other and your CX program. As companies and customer experience (CX) professionals evolve digitally, many have already taken the plunge into public social networks, such as Facebook, Twitter and LinkedIn. Having your own corporate-run customer community is the next step in the digital evolution for companies and CX professionals.

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The Right Call Center Location: A Guide for Evaluating Cities and Countries

EPIC Connections

Preparing a Roadmap to Best-Suited Cities. The U.S., the Caribbean, the Philippines… today’s global economy offers a world of call center location options that come with overwhelming amounts of data points for each country and city. It’s easy to get lost trying to narrow the contenders list. So, how do you effectively evaluate call center locations and select the right destination to achieve your business goals?

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8 Tips & Tricks From a Customer Success Expert

Amity

Maheen Memon is the Director of Customer Success at Nulogy. Throughout her career in Customer Success, she’s had the opportunity to try a couple of things and has picked up some life-saving best practices along the way. We invited Maheen to the Amity office to present at one of our monthly Customer Success events. Maheen dropped 8 nuggets of wisdom on us and we couldn’t not share them with you.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the