ChaseData

JANUARY 20, 2020

In today’s fast-paced world, we value time more than ever before. The phrase, “Time is money” is one that many businesses include in their training approach - and in few industries is this more prevalent than in that of the contact center. Keeping your pace quick when serving customers or making connections with leads is only logical. The more calls you can make in a given period, the more satisfied customers you can create.

Contact Center 52

Contact Center Customer Service Call Center Management 52

Hero Digital

JANUARY 20, 2020

The truth is, you want your customers to experience your brand in a consistent and personalized way across all channels. And you want your brand’s content to stand out from competitors. Omnichannel customer experiences have become table stakes for a brand’s success, and brands are constantly looking for new, efficient ways to meet their audiences’ expectations with personalized content that helps them stand out from competitors.

Personalization 52

Personalization Advertising Marketing Customer Experience 52

Andrew Mcfarland

JANUARY 20, 2020

When the next recession occurs, what impact will it have on customer experience initiatives? How will companies behave? The answer depends on two dimensions – corporate strength and existing customer experience (CX) capabilities. Stop investing – businesses weak along both.

Customer Experience 62

Customer Experience 62

Beyond Philosophy

JANUARY 20, 2020

Sometimes people say no to sales offers out of habit. They have rules or expectations going into the interaction that preclude them from saying yes. There are ways to overcome these habits. The scientific name for it is Escalation of Commitment, but it is also the basis of many sales techniques, and it is an excellent way to get your customers to say yes. .

Advertising 447

Advertising Telemarketing Consulting Consulting 447

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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.

Steve DiGioia

JANUARY 20, 2020

I saw this written on a resume the other day. One of her past job duties was “ Joyfully greeted guests “ My first reaction was, “What kind of B.S. is that to write? You must be padding your resume ‘cause you can’t be that good. Then I started to think… How does one joyfully greet a guest (customer)? I ran a scenario through my mind of someone browsing through rack after rack of clothes when a store employee pounces over and says “Hey, good afternoon.

Customer Service 238

Customer Service 238

Fonolo

JANUARY 20, 2020

Happy 2020, Fonolo Followers! Welcome to our *new* biweekly news roundup, where we give you the latest and greatest in customer service technology, news, and views. If you want to see these saying ‘Hello’ in your inbox this year, you can subscribe here. No fear. Let’s stop rhyming now and turn to the news at hand. As always, the customer service space reads like a riveting novel, full of conflict, drama, beauty, disappointment, hope, taxes, unanswered phonecalls, and robots.

Customer Service 117

Customer Service Contact Center Call Center Healthcare 117

Outsource Consultants

JANUARY 20, 2020

This article is part of a series entitled: Getting the Most Value for My BPO. Part 1: Determining Goals, Defining Value, and the Mechanics Part 2: The Long Explanation of Pricing in Call Center / BPO M&A Part 3: The Exit Strategy. Each call center will have its own unique DNA, so this formula explanation is not a blanket for all centers but rather a general overview of how price is determined.

Call Center 84

Call Center outsourcing Consulting Consulting 84

Customercount

JANUARY 20, 2020

Chances are your competitors are not as aware as they should be about regulation and legislation compliance which can often offer a competitive advantage. Continue reading → The post To qualify you must comply? We take a look. appeared first on CustomerCount.

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Cincom

JANUARY 20, 2020

Marketing professionals almost universally acknowledge customer experience personalization as an essential element of any complete marketing strategy. The universal appeal of … Continue reading "Customer Experience Personalization is Required for Selling Success". The post Customer Experience Personalization is Required for Selling Success appeared first on Cincom Blog.

Personalization 71

Personalization Customer Experience Marketing CRM 71

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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

CSM Magazine

JANUARY 20, 2020

In an excerpt from his book, Achieving Excellence Through Customer Service, John Tschohl provides a guide to preparing a plan for customer service success. When organizations know what is important to their customers and when they realize the shortcomings of their current service, then they are ready to write a Customer Service Plan. The foundation of a Customer Service Plan must be clear.

Customer Service 64

Customer Service Marketing Management Sales 64

Win the Customer

JANUARY 20, 2020

2018 saw the eCommerce industry grow by over 25 percent with 2019 showing no signs of a slowdown for the industry. The eCommerce boom has resulted in lots of competition. Businesses need to rise to the challenge to stay relevant. This article about woodworking will look at why a business should integrate live chat as well as AI to their eCommerce business as well as how to integrate them correctly to your eCommerce business.

Chatbots 52

Chatbots Feedback Surveys Sales 52

CSM Magazine

JANUARY 20, 2020

Shep Hyken reflects on the importance of a genuine smile when dealing with customers and why you should ‘hire for attitude’ One of our faithful subscribers emailed me a story. He was at a store, and the employee was friendly and engaging. But when he saw her later—when she was off duty—she acted indifferent toward him, almost rude. She wouldn’t even smile, which made him wonder, “Shouldn’t people greet you as warmly outside of their work environment as they do while on the job?”.

Personalization 59

Personalization Customer Service 59

Call Journey

JANUARY 20, 2020

A few days into the start of a new decade, Call Journey, a leading pioneer of Conversation Analytics, is already pushing forward an even more productive year by attending the recently concluded Genesys’ Global Kickoff in Orlando. Lead by VP Sales for North America and Europe – Brett Marsh (right) and Regional Director for APAC – Timothy Taylor (left), the Call Journey team unveiled their exciting roadmap for 2020, complete with news of key strategic partnership with a tech giant, a long-awaited

contact center solutions 52

contact center solutions Analytics Contact Center Sales 52

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

Up Your Service

JANUARY 20, 2020

Transcript of “How Good or Bad is the Service You Provide”, from a keynote speech by Ron Kaufman for the SWIFT Operational Forum Asia event in Singapore. ~ ~ ~ ~ ~. How good or bad is the service you provide? Who has the answer to that question? Let’s go back to the definition. Service is taking action to create value for… someone else.

Best practices 52

Best practices Service level Education Customer Experience 52

CSM Magazine

JANUARY 20, 2020

Here are ten statements that leaders say regularly that shows they care about their people more than their title. Good managers are different from other bosses. If you have had one lately you probably noticed they have high standards, are upbeat, knowledgeable and straight talkers. You will get the feedback you need to succeed. If you are lucky enough to have one you will want to excel, because you believe in yourself a little more when you are around them.

Management 52

Management Coaching Morale Employee engagement 52

Robert Davis

JANUARY 20, 2020

By Bob Davis , Founder and CEO, Robert C. Davis and Associates. Recently, I received a phone call from a supervisor at one of our clients. When we started working with this client six months ago, they didn’t have a robust monthly performance review (MPR) process in place. We worked with leadership, developed an MPR process, and launched it 30 days later.

Contact Center 62

Contact Center Feedback Call Center 62

ShepHyken

JANUARY 20, 2020

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. Customer Effort Score or Customer Satisfaction? by Martin Powton. (CustomerThink) Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question.

Customer Service 291

Customer Service B2C Entertainment Customer effort 291

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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.

Self service

Totango

JANUARY 20, 2020

Winter is here, and we all definitely feel it! It’s 36 degrees outside where I’m based in California, and I know it’s much colder for many of you. This is the right time for us to close on Sedona with the last sprint and kick off our Copenhagen winter release. As we close out Sedona , let’s review some highlights from this release: Destination page.

Enterprise 12

Enterprise Accountability Feedback 12

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Get ahead by making significant turns yourself now. Forces on customers and business may otherwise make some turns that leave you behind. It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces.

Customer Experience 120

Customer Experience Surveys Metrics Feedback 120

ClearAction

JANUARY 20, 2020

2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Get ahead by making significant turns yourself now. Forces on customers and business may otherwise make some turns that leave you behind. It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces.

Surveys 90

Surveys Metrics Feedback Chief Customer Officer 90