Mon.Mar 05, 2018

article thumbnail

5 Top Customer Service Articles For the Week of March 5, 2018

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. What’s the Difference Between Customer Satisfaction and Customer Loyalty? by Jimmy Rodriguez. (HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand.

article thumbnail

Demonstrate Value in Your Role

Call Center Weekly

By Chris Truitt Early in my career I learned of the importance of showing value. I survived numerous acquisitions due to my willingness to take on more responsibility and build a skill set that was scarce. Whenever I saw an opportunity I took it. If there was an app or a tool that was useful for my team, I read up on it, watch video tutorials and took available training.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

The Future of Customer Experience for B2B Companies

Lumoa

B2C customer experiences have set the tone of CX transformation. All the people, who receive advanced personalized customer treatment, come to work and. very often experience the same old "traditional" system. Instead of online catalogue, they have to download a pdf or even order a paper brochure. Instead of usual "order in three clicks", they have to call.

B2B 121
article thumbnail

6 Tips for Effective Customer Service Communications

VocalCom

Every solid business relationship begins with good communication. When your customers engage with your brand, they may be looking for quick answers. However, on a deeper level, they are also seeking reasons to trust you. Does your company care about them as individuals? Do you value their time? As technology continues to improve the customer experience, the human touch is sometimes lost.

article thumbnail

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

article thumbnail

How to Stop Blaming and Start WINNING at CX

360Connext

Are you treating customer experience like a sport? Are people in your organization who deliver the experience expected to start “winning at CX” in some way? If customer experience becomes a competition, either amongst your internal teams or worse, then the customer is the guaranteed loser. What do I mean about CX as competition? Think about your own organization.

More Trending

article thumbnail

The Most Important Traits & Skills To Look For When Hiring a Customer Success Manager

Amity

Congratulations, you’re ready to hire a Customer Success Manager (CSM)! Many industry experts say it is never too soon to hire for customer success. Effective customer success is key to reducing churn and increasing MRR, so it’s vital the customer success manager you hire be the kind of rockstar who will lead your customer success team (and customers) to… well, success.

article thumbnail

Case Studies for Cost Reduction with Customer Experience

Centriam Customer Experience Lab

We have published the Centriam CX Money Map , which details 12 drivers that make the financial case for a customer experience program. In our last post , my colleague Joe focused on customer enrichment. This week, I will delve into the two drivers involved with reducing costs in contact centers and marketing while maintaining, and potentially improving, customer experience.

article thumbnail

5 Ways Leaders Can Inspire a Culture of Service

Customer Service Life

This article was first published as a featured contribution on the ICMI blog on January 30, 2018. Click here to read the original. Right out of college I was hired to work on the customer service team at a small, rapidly growing startup. In our industry, which happened to be web hosting and domain name registration, it was en vogue to slap 24x7x365 support on our website, which we offered.

article thumbnail

Private Equity Firms: 9 Reasons to Include Customer & Employee Feedback in the Acquisition Due Diligence Process

PeopleMetrics

Imagine this: you’re on a road trip and everything is going great – the windows are down, you’ve got great music playing, and only a few more hours to go before you reach your destination. Suddenly the car comes to a sputtering halt – “oh $#*!” – you’ve run out of gas. A million thoughts start running through your head - “Why didn’t I check the tank before I left?

article thumbnail

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.

article thumbnail

Why Next-Gen Omnichannel is the Catalyst for Value-Based Healthcare

Avaya

There’s no denying that value-based healthcare is revolutionizing how healthcare is delivered and paid for. In a way, it is the perfect storm: a shortage of providers coupled with a growing population of chronically ill patients has proven to be a much-needed catalyst to reimagine how care can be delivered and measured. For example, in the U.K., 75% of patients’ first level of interaction for health information now comes from online sources.

article thumbnail

How Customer First Can Backfire

Andrew Mcfarland

When I hear companies say they have a “customer first” mindset I cringe. While well-intentioned, such a policy often backfires! On a recent tour of Ireland the tour guide described his worst experience with a customer. He explained that in.

article thumbnail

Tips for Hiring Effective Remote Agents

Monet Software

America is statistically at full employment at the moment, which is good news for the economy but bad news for contact centers looking to hire more agents. If more people are working, less people are looking for work. One way to expand the potential talent pool is to consider agents who work from home. Technology – including the workforce management solution from Monet – makes it simple to acclimate to this arrangement.

article thumbnail

IVR Solutions for Customer Service: Top 7 Benefits of using an IVR System

Ameyo

Automation is no more a differentiating factor, but has become a necessity in making customer service a success. One of the most common tools to achieve that is through an Interactive Voice Response (IVR) System. An IVR is an inbound solution to enable the customers to reach out to the organization for support, amongst other services. The customers can use the dial pad or get help through speech recognition.

article thumbnail

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.

article thumbnail

Survey Says – Time for Speech Analytics

Monet Software

It seems like every time another survey is conducted on speech analytics, the results confirm what we already knew. There was a recent study by a speech analytics provider that found 47% of users are now able to identify customer issues and resolve them quickly. More than half reported that speech analytics improved the effectiveness of their workforce optimization efforts.

article thumbnail

Call Journey and Genesys Partnership

Call Journey

Call Journey and Genesys partner up to transform customer experience with conversation analytics. A new partnership between Call Journey and Genesys is set to revolutionise the way businesses gather and assess insights from call recordings. The partnership allows customers of Genesys to access Call Journey’s powerful speech analytics engine – Emotive Voice Streams (EVS) via the newly opened AppFoundry platform.

article thumbnail

Four Steps to Better Contact Center Performance in 2018

Monet Software

Are there any new ideas under the sun? Sure - but that doesn’t mean it’s always wise to abandon proven strategies. As we approach the end of the first quarter of 2018, here are four suggestions that can help you deliver a better customer experience. Some we’ve presented before – they would have worked ten years ago and they’ll still work now. But it’s beneficial to explore new innovations as well.

article thumbnail

How to Reduce Abandonment Rate in Your Contact Center

Talkdesk

The post is an examination of a Call Center KPI from Talkdesk’s 2018 Contact Center KPI Benchmarking Report. To view more content like this, download the full report. Customers call contact centers to have an issue resolved. Unfortunately, that’s not always what happens. Sometimes those calls are abandoned. In this post, we’ll look at how Talkdesk calculates abandonment rate, give you benchmarking metrics for specific industries and walk through how your team can improve your abandonment rate to

article thumbnail

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!

article thumbnail

February Writing Roundup

Jon Arnold

Time for another monthly writing update. My mix of work has shifted a bit, so my volume of writing is less, but am plenty busy in other areas. Depending on what you did or didn't read from me in February, here are the highlights to share: How Can Huddle Room Technology Maximize Collaboration Success? , TechTarget, Feb. 27 AI in the Workplace - Voice is All you Nee d, Toolbox.com, Feb. 23 EC Tutorial - 3 Big Ideas for Speech Tech , No Jitter, Feb. 20 Thoughts on ITExpo - Where the Phones Are , UC

article thumbnail

Interactions.edu: This is how you take your NICE inContact solutions to the next level

NICE inContact

May 14 will be our largest ever pre-conference Interactions.edu—a full day of in-depth, interactive and focused sessions delivered by our expert NICE inContact Education Specialists and Business Consultants. Designed to help you get the most from your NICE inContact solutions, these hands-on training sessions let you roll up your sleeves to experience a variety of features and demos.

article thumbnail

Boosting the Strategic Value of Your Customer Service Operation

Brad Cleveland Blog

article thumbnail

Why we NEED more WOMEN leaders in CX!

Customer Guru

Written by Sonal Jaiswal | Evangelist, Customer Guru. The theme for International Women’s Day 2018 is Press for Progress. There is no better time to emphasize and work on this theme than now. The times today are very exciting – new technologies are disrupting old ways, newer ideas are revolutionizing the way in which the world functions.

article thumbnail

The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

article thumbnail

Boosting the Strategic Value of Your Customer Service Operation

Brad Cleveland Blog

article thumbnail

2018 Is The Year Companies Are Making Decisions About Digital Desktop

InTheChat

A fundamental shift has occurred in the way that business is approaching strategy for digital desktop in the contact center. Companies are no longer having conversations about if they need to move forward with a digital strategy, nor. The post 2018 Is The Year Companies Are Making Decisions About Digital Desktop appeared first on InTheChat.