ShepHyken
OCTOBER 6, 2017
This week we feature an article by Pascal van Opzeeland that discusses how to handle difficult customers. Most of the time we encounter tricky service situations, we want to resolve them and restore the customer’s confidence in doing business with us. – Shep Hyken. When you’re working in customer service, difficult customers are a part of your job.
Aspect
OCTOBER 6, 2017
In today’s day and age, providing a great customer experience is a must. By 2020, customer experience will overtake price and product as the key brand differentiator, according to a recent Walker study. In order to stay competitive, businesses today have no choice but to adapt to these consumer expectations and provide an undeniably great customer experience.
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Ansafone
OCTOBER 6, 2017
How to Celebrate Customer Service Week All Year. The goal of Customer Service Week, which began in 1984, is to recognize those who deliver great service and value to customers. And while the first full week of October is slated as a time to host staff breakfasts and contests, hand out prizes and swag, dress up and party down, it somehow falls short.
AskNicely
OCTOBER 6, 2017
Introducing an all-new, weekly series on the blog called “Ask Abby Nicely”, where customer success manager Abby Castro answers your most pressing NPS questions every week. Stop me if you’ve heard this one before. You get the email from your boss. “We need to find an NPS solution—like, yesterday! Who wants to lead the charge?
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Thinq
OCTOBER 6, 2017
Despite the industry’s recent focus on IVR, chatbots, social media etc.—the average consumer still prefers authentic, human-to-human voice support. In fact, voice still accounts for roughly 50% of all contact center interactions. This can lead to staggering Toll-Free costs, with companies often having little to no control over their carriers, pricing, or routing.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Mindtouch
OCTOBER 6, 2017
Too often, companies focus on their internal workgroup needs and forget to align cross-departmentally to solve for the customer. This is a big miss since it’s the customer that matters most. A majority of organizations find this lack of alignment in their content and knowledge implementations. What siloed content looks like. The Product team produces documentation and publishes it as files (PDF and maybe HTML).
Thinq
OCTOBER 6, 2017
Despite the industry’s recent focus on IVR, chatbots, social media etc.—the average consumer still prefers authentic, human-to-human voice support. In fact,… The post Webinar: How Toll-Free LCR Benefits Contact Centers appeared first on thinQ.
Connect
OCTOBER 6, 2017
Contact centre technology is not a new innovation. Although some methods and working practices have changed very little, there has been a great rate of change in the contact centre. Many experts have pointed to three different waves of contact centre technology.
Thinq
OCTOBER 6, 2017
Despite the industry’s recent focus on IVR, chatbots, social media etc.—the average consumer still prefers authentic, human-to-human voice support. In fact,… The post Webinar: How Toll-Free LCR Benefits Contact Centers appeared first on thinQ.
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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
Brad Cleveland Blog
OCTOBER 6, 2017
The number one key to sustaining great service is culture. The culture of doing the daily hard work to focus on what’s best for customers. What do organizations with the most engaged employees and customer-focused cultures have in common? Here … Continue reading → The post Cultivating a Customer-Focused Culture appeared first on Brad Cleveland.
Thinq
OCTOBER 6, 2017
Despite the industry’s recent focus on IVR, chatbots, social media etc.—the average consumer still prefers authentic, human-to-human voice support. In fact,… The post How Toll-Free LCR Benefits Contact Centers [Webinar] appeared first on THINQ - Better Voice & Messaging for Telcos, Contact Centers, & Enterprises.
Brad Cleveland Blog
OCTOBER 6, 2017
The number one key to sustaining great service is culture. The culture of doing the daily hard work to focus on what’s best for customers. What do organizations with the most engaged employees and customer-focused cultures have in common? Here is a Lynda.com video from the course Customer Service Leadership that describes seven principles that I’ve seen stand out.
Uniphore
OCTOBER 6, 2017
It’s no secret that the holiday season is often the busiest time of the year for many businesses. In fact, 20-40% of annual sales for retailers are generated over the last two months of the year, so the pressure on holiday retailers is high. For many customers, the way in which a company delivers its customer service determines whether they choose to give that company their business.
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.
Brad Cleveland Blog
OCTOBER 6, 2017
The number one key to sustaining great service is culture. The culture of doing the daily hard work to focus on what’s best for customers. What do organizations with the most engaged employees and customer-focused cultures have in common? Here is a Lynda.com video from the course Customer Service Leadership that describes seven principles that I’ve seen stand out.
LiveChat
OCTOBER 6, 2017
Customer experience is the experience that a customer has with a brand. It includes many different areas, such as web design, ease of ordering, and speed of delivery. Customer service experience focuses on one specific area: service. It is about a customer’s opinion of the support they have received from a company. Like customer experience as a whole, it is an important part of ongoing business growth.
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