Mon.Oct 07, 2019

When the Customer Hits the Panic Button: Handling Uneasy Clients Over the Phone

TeleDirect

Everyone knows the saying, “the customer is always right.”. The thinking behind this is that, regardless of circumstances, customer service is always paramount. Fail to satisfy client demand, and your reputation is at stake – no matter how outrageous their demands.

Characteristics of High Performing Teams

Etech

I recently read an article about the characteristics that high performing teams share. After reading the article, I reflected on my 35 years in the contact center industry. I have seen and led many teams over the years …. Some great, some good and some not-so-good!

8 Best Customer Service Books of All Time

HelpCrunch

Customer service is both art and science, and as such, it has accumulated a wealth of knowledge, experience, and history. There are principles and best practices that work for most businesses, and customer service experts [ … ].

5 Top Customer Service Articles for the Week of October 7, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various 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.

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

Building a Customer Experience (CX) Strategy

CX Accelerator

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”

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Website Not Mobile Friendly? Follow these 10 Tips to Remedy It

OctopusTech

Ensuring that your website is mobile friendly is no longer an after-thought. Today nearly 50-60% of all web traffic comes from mobile devices. This means that if your site is not optimized for a positive experience on these devices, you are alienating a big chunk of your potential customers.

Why Data Quality Can Make or Break CX

Topdown

Customer experience, or CX, has become one of the hottest topics in business today. However, like many words, when thrown around too much, they can lose their meaning. Customer Experience Customer Communications Data INTOUCH

Customer Service Appreciation Week 2019

Contact Center Geek

Happy Customer Service Appreciation Week! Although many people may not realize it, this week is being celebrated in contact centers all across the country. Although not specifically a contact center event, it has certainly become one!

3 Critical Metrics to Retain and Grow Customer Relationship Value

Strikedeck

Vincent Manlapaz, in an interview with Christina Wong, (Director of Customer Success and Support at Badger Maps), talks about achieving measurable results through authentic , genuine engagements with customers.

Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

How does call tracking enhance your customer’s experience?

Infinity

In 2019, customers have a plethora of choice on any market. So, the question is, what’s making certain brands be heard above the noise? Could it be down to beautifully designed logos? Exceptional product selection? Or, a superior online presence? Maybe.

Productivity Tips For Customer Success Teams – PART 2

CSM Practice

In the first blog of this series, we discussed the importance of being proactive as a Customer Success manager (CSM). We established that productivity is the key to being proactive since it allows the CSM to dedicate more time for tasks, proactively.

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6 Unexpected Ways to Enhance Customer Experience

ChaseData

Looking to improve customer experience in your contact center? Here are six suggestions you might not have considered yet: Call Center Management

Retailers, Are You Ready? 5 Tips to Reduce Customer Frustration and Speed Up Resolution This Holiday Season

Serenova

For most of us, it’s hard to believe the holidays are already around the corner. But if you’re a retail business, you’ve likely been preparing your contact center for the holidays for months.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Delivering Quality Customer Service to Disabled Passengers

CSM Magazine

Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ shares the first of five special insights for Customer Service Week. Insight: Knowing your customer and how to deliver to them.

Productivity Tips For Customer Success Teams – PART 1

CSM Practice

Managing a growing customer base with ever-evolving desired outcomes requires being proactive and strategic. As a CSM, you can’t afford to be behind the curve on customer needs, you must proactively reach out to customers about guidance or any assistance needed.

5 ways CIOs Drive Patient Experiences with True Omnichannel

LiveVox

Drive Patient Experiences with True Omnichannel Meeting the expectations of patients reaching out to your contact center requires a tricky balance between offering the latest technology and equal measures of humanity.

Build a Conference Call with Node-RED

Nexmo

In previous tutorials you’ve had a chance to get your feet wet in the world of Nexmo APIs, making and receiving phone calls using the Voice API , and hopefully also customizing these experiences.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Connected Car Services Need Connected Customers

Concentrix

Learn about the connected car opportunities auto manufacturers need to focus on. The post Connected Car Services Need Connected Customers appeared first on Concentrix. Thought Leadership Resources

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Data Update: Just In Time For The Holidays!

Whitepages Pro

Data Update: Added over 15M US relative and associated people links and huge increase in global data coverage. The holiday season is arguably the most important time of the year for our customers. And here at Ekata, we keep this, and our customers and their needs, at the forefront of our minds. As we see our customers grow their businesses globally and their consumers spend more and more each year, we invest heavily in improving our cross-border data coverage and quality.

Connected Car Monetization and Commerce – Who’s in the Driver’s Seat?

Concentrix

Find out which in-vehicle connected services customers are happy to subscribe to. The post Connected Car Monetization and Commerce – Who’s in the Driver’s Seat? appeared first on Concentrix. Thought Leadership Resources

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Transaction Risk API, winner of API World’s Best in Payment APIs

Whitepages Pro

We’re excited to announce that Ekata has won a 2019 API World Award for: Best in Payment APIs. The 2019 API Awards celebrate technical innovation, adoption, and reception in the API & Microservices industries, as well as use by a global developer community.

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Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Mobile Is the New Frontier for Customer Care

Concentrix

See the mobile trends you need to consider for your engagement strategy. The post Mobile Is the New Frontier for Customer Care appeared first on Concentrix. Thought Leadership Resources

Transaction Risk API, winner of API World’s Best in Payment APIs

Whitepages Pro

We’re excited to announce that Ekata has won a 2019 API World Award for: Best in Payment APIs. The 2019 API Awards celebrate technical innovation, adoption, and reception in the API & Microservices industries, as well as use by a global developer community.

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4 Ways Your Call Handlers Are Ruining Your Dental Office’s Reputation

CallSource Insights

Read on for phone tips for your front office staff to improve call to conversion rates to win new patients. At your dental office, your front office staff is the first impression of your practice. Before someone even has a chance to meet their dentist, they speak with someone in the front office – most likely over the phone.

Data Update: Just In Time For The Holidays!

Whitepages Pro

Data Update: Added over 15M US relative and associated people links and huge increase in global data coverage. The holiday season is arguably the most important time of the year for our customers. And here at Ekata, we keep this, and our customers and their needs, at the forefront of our minds. As we see our customers grow their businesses globally and their consumers spend more and more each year, we invest heavily in improving our cross-border data coverage and quality.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

67 countries and counting. Kenya joins Spearline fixed line testing

Spearline

“Habari” Kenya! 67 countries and counting… Welcome Kenya to Spearline fixed line testing! At Spearline, we are always trying to replicate your customers call experience.

The Way Forward with Dr. Budman: Key advice when upgrading or deploying new technologies

Nuance

This article was first published on October 1, 2019, by Health Data Management. Reposted with permission.

Just when is the best time to send an SMS?

Salmat

Picking the best time to send customers an SMS is about more than getting your message heard. It’s also about reducing opt-outs and encouraging engagement

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