Beyond Philosophy
OCTOBER 22, 2019
Understanding Customer Habits: A Practical Guide. Habits can be excellent or terrible for your Customer Experience. When it is the customer’s habit to buy from you, then there is not a problem. However, when it goes the other way, well, let’s just say some habits are meant to be broken. Understanding what habits are and how they work is vital to your Customer Experience.
ShepHyken
OCTOBER 22, 2019
The Competitive Edge of Sympathy. Creating a Culture of Empathy to Drive Success in Business. Shep Hyken interviews Maria Ross. They discuss her new book, The Empathy Edge: Harnessing the Value of Compassion as an Engine for Success , why empathy creates a competitive advantage in business, and how companies can foster empathy from the inside out. The Interview with Maria Ross: Authentic empathy can create a competitive advantage for companies and can reap huge rewards and bottom-line benefits.
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Contact Center Pipeline
OCTOBER 22, 2019
Consider this scenario: “Lisa” has landed a new role leading a customer experience (CX) program. As a first-time CX practitioner, Lisa decides that her first order of business should be to identify the quick wins, so she begins to tackle customer problems already well known within the organization. Motivated by the introduction of a new […].
Kristina Evey
OCTOBER 22, 2019
Lynn Hunsaker, CCXP, is Chief Customer Officer of ClearAction Continuum where she co-founded its flagship ClearAction Value Exchange as a … Read More Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX. The post Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX appeared first on Kristina Evey.
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TechSee
OCTOBER 22, 2019
Many common customer issues can be easily predicted. An expired credit card means a payment won’t go through. A purchase of a complex smart device means installation guidance will be needed. A coffee machine that’s in daily use will require maintenance after a year or so. If these problems can be anticipated, they can be prevented with Next Issue Avoidance.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
VirtualPBX
OCTOBER 22, 2019
Are your teams missing important voicemails? You can help remind them about customers’ messages by using some simple Zapier conditional logic and Trello event cards. This simple tutorial will show you how to configure Zapier to follow one of two paths when a voicemail box on your VirtualPBX Phone Plan receives a message. This can be useful for when you want to notify distinct teams, like Sales or Services, about voicemails that need their attention.
Serenova
OCTOBER 22, 2019
You can see it just over the horizon: the storm of calls, messages and texts that come with the holiday season at your contact center. It’s inevitable, but it’s not unmanageable. In fact, companies that successfully prepare for the onslaught may even strengthen existing loyalties and win new fans. Here’s how you can ensure your contact center’s systems and processes will weather the storm: 1.
Russel Lolacher
OCTOBER 22, 2019
Are you taking the steps needed after a B2C breakup to keep the relationship alive? You’ll hear a lot of organizations talk about “relationship marketing” or building “customer loyalty” and the importance of trying to maintain a connection with their customers. There is certainly a lot of messaging, slogans and words on the value put on this, but how it shows up in action from organizations is what matters.
bold360 Blog
OCTOBER 22, 2019
Subscribe via iTunes , Spotify and more. In the discussion of AI, we don’t talk about taking a user-centric approach nearly enough. We get caught up in technology for technology’s sake or an implementation perspective or solving business problems. Instead, we need to be asking: Are we delivering a better user experience through AI? I recently got to interview Chris Butler , Chief Product Architect at IPsoft , about user empathy and design thinking.
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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
Toister Performance Solutions
OCTOBER 22, 2019
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Difficult customers are frustrating. They can be angry, demanding, or even rude. They expect us to go the extra mile, but rarely show us any appreciation.
Guru
OCTOBER 22, 2019
At Guru, our customers live in Slack, so it should come as no surprise that we want to make sure we create a great Guru experience in Slack. When Slack introduced Block Kit earlier this year, we were thrilled to be a launch partner. We used it to make the Guru Help Center in Slackbot a richer, more interactive experience. Today, we’re excited to announce that we’ve taken advantage of the ease of building in Block Kit with Modals to design a better — and more beautiful — end-to-end Guru Slack exp
Totango
OCTOBER 22, 2019
Customers want to see the value of your product or service—fast. They bought your product to solve a specific problem and if they are unable to achieve the desired outcome, they may churn. By helping customers achieve their own goals using your product, you’ll create loyal customers for life. And loyal customers are incredibly valuable, as they often spread positive word-of-mouth about your company and help secure future revenue.
NICE inContact
OCTOBER 22, 2019
Time takes its toll on your IVR system , just like on everything else. It is good practice for any contact center and IVR , regardless of whether it’s simple or complex, DTMF or ASR, front-end data collection or full AI-driven self-service , to conduct regular reviews. However, customer needs or business requirements may not wait for your next scheduled review.
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.
Robert Davis
OCTOBER 22, 2019
Will collaborate to enhance call center operations, help clients hire better-performing leaders, and achieve lower costs and higher performance. Press Release. For immediate release: October 22, 2019. BROADVIEW HEIGHTS, Ohio – TDS Global Solutions ( [link] ) and Robert C. Davis and Associates ( [link] ) have announced a strategic partnership that will allow their clients to tap into the combined resources of the two companies to: Enhance call center operations to achieve lower costs and drive hi
Kristina Evey
OCTOBER 22, 2019
Sarah E. Toms is executive director and co-founder of Wharton Interactive. She has spent more than twenty years as a … Read More Episode 69 – Conversation with Sarah Toms. The post Episode 69 – Conversation with Sarah Toms appeared first on Kristina Evey.
Education Services Group
OCTOBER 22, 2019
If you’re trying to build out a Customer Success strategy in your business, you don’t have to start from scratch. There are a ton of resources you can take advantage of in order to set up a Customer Success department, but one of the most useful resources is right there in your own building: your marketing department. Aside from you, no one else knows your customers like your marketing team does.
ConvergeOne
OCTOBER 22, 2019
In a previous post , we shared that organizations today need to live and breathe customer-centric values, where Sales, Marketing, Customer Service, and IT collaborate to give customers the best, most seamless experience. Today’s customers have endless options, which means they will not hesitate to move on to a competitor after suffering through a bad experience with a company.
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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.
Ameyo
OCTOBER 22, 2019
Next in my series of Solving the most common Call Center Problems (also read Solving the Most Common IT Call Center Problems) ?is the Operations Team’s perspective. Once the IT department has looked at the feasibility of the call center software, the operations team’s job starts. These are the people on the ground, the ones … Solving the Most Common Operational Call Center Problems Read More » The post Solving the Most Common Operational Call Center Problems appeared first on Ameyo.
ClientSuccess
OCTOBER 22, 2019
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
delighted
OCTOBER 22, 2019
The value of a strong Net Promoter Score (NPS) is that it can indicate if your business is delivering on the promises that it’s making to customers. While there are many reasons and methods to measure customer experience (CX), keeping tabs on the perception of your customers via the Net Promoter methodology can be incredibly valuable for benchmarking the health of your business.
Ameyo
OCTOBER 22, 2019
Next in my series of Solving the most common Call Center Problems (also read Solving the Most Common IT Call Center Problems) ?is the Operations Team’s perspective. Once the IT department has looked at the feasibility of the call center software, the operations team’s job starts. These are the people on the ground, the ones … Solving the Most Common Operational Call Center Problems Read More » The post Solving the Most Common Operational Call Center Problems appeared first on Ameyo.
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!
ClientSuccess
OCTOBER 22, 2019
As a CSM or customer success team manager, you’ve probably heard the term ‘customer advocacy’ tossed around a time or two. There’s no denying that this customer engagement trend is here to stay. Although they are true champions of your brand and your product, advocates are definitely shaking things up in the CSM world. . Advocates are extremely well-versed in the products and solutions they use because they are working in them day in and day out.
Spearline
OCTOBER 22, 2019
Surprises can be fantastic and energizing, but for IT professionals not so. In the increasingly complex arena of information and communications technologies, change is managed very carefully and monitoring is comprehensive. As businesses grow and evolve, so does their infrastructure making it difficult to maintain complete visibility of key systems.
CSM Magazine
OCTOBER 22, 2019
If you run any kind of business, including a marketing agency, you have to become customer-obsessed and customer-focused. Your customers are the lifeblood of your company and they will make or break your overall success. You’ll both focus on and take care of your customers to meet each and every one of their needs. Or you’ll drop the ball and have unhappy and dissatisfied customers due to poor customer service.
Chip Bell
OCTOBER 22, 2019
My granddaughters are in the annual early October throes of deciding on a costume for this coming Halloween. It is a chance for imagination and competition! Wonder Woman and Mal from Descendants, even Jasmine from Aladdin, are getting extra nods. It all made me think about what costume I would don. Here is a peephole into my admittedly sinister mind.
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
ChaseData
OCTOBER 22, 2019
For those working at an outbound call center, the idea of connecting on a personal level with the people you contact might seem foreign. So many contact center employees are taught to make quick connections and quicker sales, keeping things moving at a blinding pace. They are instructed to rely on scripting and ideal timetables to meet their metrics every day.
Genroe
OCTOBER 22, 2019
An effective NPS actions plan is one of the most important factors to the outcome of an NPS® program. Getting buy-in and support from company executives is critical. In addition, getting genuine engagement from the employees executing on the NPS® program, no matter how small the part, can make the difference between success and failure. […]. The post How an NPS® Action Plan Leads to Failure or Success appeared first on Genroe.
Creative Virtual
OCTOBER 22, 2019
By Mandy Reed, Global Head of Marketing. Technology is changing many aspects of our lives, and customer experience is no exception. The CXtech Conference and Showcase , returning to London for a second year, will explore the technologies changing today’s customer experience (CX) landscape, from design to delivery to analysis. Creative Virtual is pleased to again be a sponsor of the event, co-located with the AI & Robotics Conference , on 31st October.
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