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. There’s another business adage worth looking into: “the customer isn’t always pleasant.”. When your business receives angry calls from customers (from real or perceived shortcomings in customer service), what is your plan of action?

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! What became very evident to me was that the great teams I have witnessed all had one thing in common – an effective leader! As John Maxwell attests, “ Everything rises and falls on leadership.”.

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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 [ … ]. The post 8 Best Customer Service Books of All Time appeared first on HelpCrunch blog. Customer service

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 One Customer Experience Management Tool That Every CX Leader Must Use by Denise Lee Yohn.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

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?” This article will help you understand what a CX strategy is and how to build one by adapting the philosopher Vanilla Ice’s famous words, “. Stop, Collaborate, and Listen.”

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5 Paradigm Shifts Driving the Customer Experience Market

NICE inContact

Paul Jarman , NICE inContact Chief Executive Officer, discusses the key paradigm shifts that will lead to massive change in the contact center and customer experience market as part of our Transforming Customer Experiences series. In fact, Paul believes that in the next five years there will be more transformation in the customer experience space than in last 15 years combined. Paul offers practical advice on how to respond and turn these changes to a competitive advantage.

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. Not only is having a mobile-friendly site important for user experience but it is also critical for. SEO purposes to improve Google ranking.

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. The holidays present retail businesses with a perennial challenge: just as your call volume surges and sales targets soar, customers are busier and less patient than ever. At other times of the year, they might forgive minor glitches, but during the holidays, everyone’s in a rush.

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

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

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. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

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. But perhaps it could be the interesting, pleasing, or efficient experience they offer.

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. We then considered proper account segmentation , some tools that can be used to access our segmentation, and how they can lead to increased productivity. Click here to catch up on our first blog in this series.

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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

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

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.

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. At OmniServ, we deliver a wide range of services to a diverse group of customers in and around airports.

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.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

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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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. As a proactive CSM , you should anticipate other business outcomes that your company can achieve for your client. Your CSM plan should also involve dealing with problems before they occur.

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.

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.

The 5Es of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

When you build your community, if you know where to focus your initial efforts, you'll be able to set yourself up for success and future growth. Setting your objectives correctly will allow yourself and others within your organization to leverage your community to meet your overall business objectives. In order to establish this type of robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them.

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. Patients want to accomplish their tasks quickly and easily, whether it’s about appointments, medical advice, prescriptions, bill paying, choosing a plan or communicating with. The post 5 ways CIOs Drive Patient Experiences with True Omnichannel appeared first on Livevox.

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. In today’s tutorial, we’ll take it a step further and build a voice-based conferencing service. The user calls a predefined virtual number and inputs a meeting ID using the dial pad, then they get placed in the same conference call with everyone else who has provided the same ID.

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! What became very evident to me was that the great teams I have witnessed all had one thing in common – an effective leader! As John Maxwell attests, “ Everything rises and falls on leadership.”.

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! By a resolution of the United States Congress and proclamation by President George Bush in 1992, the first week in October was named Customer Service Week.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

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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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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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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