Callminer

MARCH 20, 2017

Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor, and it’s up to you as a manager to cultivate a positive working atmosphere, foster a sense of ownership, and motivate your team to succeed. Of course, technology advances now […]. The post 100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, Workforce Mana

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Call Center Metrics Management Technology 260

ShepHyken

MARCH 20, 2017

Each week I read a number of customer service articles from various online 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. No More Nonpologies: Apologize to Customers Like You Mean It by Leslie O’Flahavan. (HDI) Sometimes, when things go wrong, when you are to blame for a problem, or when a customer is rightfully aggrieved, all you can offer is an apology, so you really must learn to do it right.

Customer Service 189

Customer Service Scripts Customer Care Sales 189

Callminer

MARCH 20, 2017

Call center managers are constantly looking for metrics to improve their agents' performance.

First call resolution 182

First call resolution industry standards Call Center Metrics 182

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. The cloud service company reports customer experience is the key differentiator in driving retention and acquisition, as companies that thrill customers at every touchpoint of the buyer journey are the ones most likely to keep customers around.

Customer Experience 111

Customer Experience Analytics Surveys Personalization 111

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

CustomerGauge

MARCH 20, 2017

Believe it or not, not everyone is a promoter of their own Net Promoter System®. In our 2016 NPS Benchmarks Study, we found that an astounding 49% were not promoters of their own NPS® program. This is just one of the many reasons that some Net Promoter programs fail. But, there are many other NPS […]. The post 5 Reasons Why Net Promoter Programs Fail appeared first on CustomerGauge.

Benchmark 91

Benchmark Best practices 91

Rudy Vidal Consulting

MARCH 20, 2017

A few days ago, my friend Joan went to a natural-food market. It’s recently been in the news for over-weighing customers’ purchases and so, overcharging them. Joan found lentils were on sale for $1.99 and scooped up two pounds. At checkout, however, the cashier rang them up at $2.49. When Joan protested, the cashier said $2.49 was the price in the system, and there was nothing she could do.

Sales 72

Sales Management Marketing 72

ijgolding

MARCH 20, 2017

In this, my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. It is important to stress that the ‘tips’ are in no particular order – tip number four is no less important than tip number one – although all the tips are connected to each other in some way.

Customer Experience 65

Customer Experience Customer centricity Enterprise Employee engagement 65

GetFeedback

MARCH 20, 2017

Customer experience (CX) is a term we're hearing a lot about these days. But what does it really mean, and how is it different from customer service?

Customer Experience 60

Customer Experience Customer Service 60

ClientSuccess

MARCH 20, 2017

Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. Before we examine a few challenges that customer success teams should keep in mind, let’s first start with the definition of NPS: “( NPS ) is a management tool that can be used to gauge the loyalty of a firm’s customer relationships.

Surveys 40

Surveys Best practices Feedback Accountability 40

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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

Surveys

Pipkins

MARCH 20, 2017

Winter Storm Stella hit the Atlantic coast from Maryland to New England, leaving between three and five feet of snow in some areas over a three-day span. Weather-related emergencies paralyzed major metropolitan areas, including New York City and Boston, knocking out electricity to more than half a million homes and shutting down airline travel for much of the country.

Workload forecasts 40

Workload forecasts Airlines Healthcare Customer Care 40

ForeSee

MARCH 20, 2017

More than 96% of customers leave your website without making a purchase, but you probably don’t know what they’re doing next. Are those customers still buying from you, but in. The post How to quantify the impact of digital channels across your business (Report) appeared first on ForeSee.

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CSM Magazine

MARCH 20, 2017

The majority of Americans are unhappy at work – but does that really matter? Aren’t people always going to grumble about work getting in the way of their lives? Well, no actually. Bosses should be concerned about the unhappiness of their workforce. If your workforce is happy then you will see great results in the work that is produced, and happiness really is something that can filter through to the bottom line.

Management 40

Management 40

McorpCX

MARCH 20, 2017

Customer centricity 58

Customer centricity Customer Experience 58

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.

Customer Experience

Beyond Philosophy

MARCH 20, 2017

Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. So what is the secret? Providing ‘value’ to the Customer. However, most organizations are terrible at doing this and particularly bad at articulating it.

Customer centricity 345

Customer centricity Sales B2B Surveys 345

Amity

MARCH 20, 2017

It's never too early to be thinking about Customer Success at scale. From Day 1, a truly customer-centric company should ensure that Customer Success Operations are engrained in its DNA. As your SaaS company matures and goes through the different stages of growth, Customer Success should be evolving rapidly. From the size of the Customer Success team to its priorities and technology stack, you should always be re-evaluating the processes you've put in place.

Customer centricity 56

Customer centricity SaaS Technology 56