Tue.May 29, 2018

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Win the Customer Experience (CX) Game in Your Contact Center

NICE inContact

We are moving from a service economy to an experience economy. Today’s customers are not just looking to get the right service at the right time at the right channel. They are looking for an experience that is immersive, engaging and proactive. We are already seeing companies leverage customer experience (CX) as the key tool to win the experience economy, far beyond price and product.

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Amazing Business Radio: Gigi Butler

ShepHyken

Create Your Own “Secret Ingredient” to Stand Out From Competition. How can you separate yourself from the competition? Shep Hyken is joined by Gigi Butler, the founder of Gigi’s Cupcakes , the largest cupcake franchise in the world, to discuss how she differentiated herself from the competition. ? ? >?. Top Takeaways: Branding is the experience a company offers, and to get people on board with a brand, a strong, passionate leader is necessary, along with a product people can connect with.

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Trending Sources

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4 Keys to Delivering Lousy News to Customers

Myra Golden Media

I’m sipping black tea and listening to classical music while I custom design a customer service workshop for a utility on the east coast. One of my deliverables for this training is to equip employees with the skill of giving lousy news to customers in such a way that the customer accepts the employees’ answer as the final word. You’re in for a professional development treat today, because I’m sharing with you what I’ll facilitate in Philadelphia next month.

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Contact Center Ideas & Innovations Tour 2018

Contact Center Pipeline

Contact Center Nation is all about passionate fans of the customer experience. We are always looking to talk to members of our tribe. These folks subscribe to the level of going above and beyond continuously to deliver the ultimate customer experience everyday. This month, we wanted to spend some time on the agent side of […].

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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.

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Global Social Influencers

Peter Lavers

For those interested in Influencer marketing, Ian Moyse has a great list of Salesforce social influencers to take a look at. Notwithstanding there being quite a few Salesforce staff included, it’s a comprehensive list of people worth following and considering for your influencer marketing in the fields of CRM, marketing, customer experience, analytics, AI and customer service.

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How to engage with customers that love you

Lumoa

Happy customers are a dream of any business owner. As the famous saying goes, “Satisfied customer is the best strategy of all.” But what happens next, after you identified who your happy customers are ? Even if you don’t actively cooperate with your happy customers, they will, on average, tell nine other people about their experiences with your company (according to American Express ).

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AskNicely named NZ Emerging Company of the Year

AskNicely

Break out the champagne, this calls for a celebration! AskNicely took home the honor of Emerging Company of the Year at this year’s NZ Hi-Tech Awards held during Tech Week in Christchurch, NZ. The Hi-Tech Awards recognize New Zealand’s most successful technology companies and the individuals behind them, and is one of the most sought-after awards in the tech sector.

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Amazon’s New Return Policies Give Brick & Mortar a New Life

The Center for Client Retention

It finally happened! It could be a watershed moment for retailers, but more importantly for the consumer. How so? The old adage, measure twice, cut once. Consumers can be more thoughtful and precise about how they order and how much. Amazon’s return policies allowed customers to make returns hassle-free. Now they are internally reviewing this process and cancelling accounts of customers who they say abuse the Amazon return policies.

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Meeting the Expectations of the Next Generation of Employees

Aspect

This week, my daughter is graduating. As her “full-time job” of attending high school comes to an end, she’s planning the next chapter of her life. She has been working part-time for the last several months as a sous chef at a trendy café. Over the summer her goal is to work as many hours as possible and save some money. When the fall semester comes around, her hours will likely change again, based on her class schedule at the local state college.

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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.

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Contact Centers and Their Clients Need Clear and Honest Communication

Outsource Consultants

In a recent article , Abhinav Marla discusses how communication is the key to a healthy relationship between a company and a third-party vendor. Having quality communication can take challenges and issues and make them easier to handle within the partnership. Marla offers the following suggestions for having solid communication between a company and a vendor partner: Ask questions and listen to the answers: No matter how experienced you are, it’s never a good idea to push towards certain ideas o

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Target This Ratio for Effective Agent Feedback

SharpenCX

Over the next few weeks, we’ll be discussing an essential component of agent development—feedback. This week we begin with the fundamental question of whether focusing on positive or negative feedback drives a better agent experience. [.]. Read More. The post Target This Ratio for Effective Agent Feedback appeared first on Sharpen Contact Center Software.

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Catch Fonolo at the 19th Annual Customer Contact Week in Las Vegas

Fonolo

If you’re deeply invested in the customer service industry, you already know this one fact: June will be an exciting, educational month thanks to the 19 th Annual Customer Contact Week, held this year from June 18-22 at The Mirage Hotel in Las Vegas, Nevada. Known as Call Center Week since its inception in 1999, the annual event has rebranded as Customer Contact Week in 2018, in acknowledgement of omni-channel technologies improving customer experiences in the industry as a whole.

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How to Enhance Your Status in Your Customer’s Eyes

CSM Magazine

Jeff Mowatt explains why putting your customer on a pedestal is a mistake and why treating your customer as your equal is a better approach to customer service success. t was a lesson in humility I’ll never forget. Decades ago my first real job after graduating university was selling accounting systems door to door to businesses. After several days of making little progress, I finally had a manager agree to walk me to his office to hear my pitch.

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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!

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The Best Email Campaigns to Keep Customers Coming Back

Method:CRM

[…]. The post The Best Email Campaigns to Keep Customers Coming Back appeared first on Small business insight from the #1 QuickBooks CRM.

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Report: Poor Customer Service Costs US Businesses $75 billion

Toister Performance Solutions

Broken promises. Defective products. Surly employees. The list of poor experiences we face as customers goes on. A report from NewVoiceMedia estimates those service failures are costing companies in the United States $75 billion per year. The company worked with research firm Opinion Matters to survey 2,002 consumers. Its objective was to learn what people do when they experience poor service and why.

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Communicate the future at #STC18 and beyond

Mindtouch

The #STC18 Technical Communication Summit is the annual conference organized by the Society for Technical Communication , which took place this year (65th anniversary!) in Orlando on May 20-23, 2018. The theme, Communicate the Future , was all about looking forward—strategically. What does this mean in practice? Innovation is a habit, not an outcome.

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Four Factors Found In Every Successful Contact Center

Monet Software

Take a closer look at successful people and successful companies, and you’ll often find they share the same positive traits. At the contact center, success is measured by how well customers are treated. What are some of the factors you’ll find in common at the best of these businesses? These four come to mind. Accessibility For decades, call centers only had to worry about one communication channel.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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The Customer Journey Is the Destination

Cisco - Contact Center

A customer’s experience with a brand should be a fulfilling journey that anticipates their needs. Cisco Customer Care Solutions has been on a journey of its own.

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Maintaining Optimal Service at the End of Each Shift

Monet Software

If one of your contact center shifts ends at 5pm, have you ever noticed what happens starting around 4:30? Often, average handle time drops – which sounds good until you realize that it’s happening not because agents are being more efficient, but because they have one foot out the door already and are rushing through their last few calls. That’s a problem.

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HubSpot CRM vs ZoHo CRM: The Free CRM Shoot Out

Genroe

In the search for the right Sales CRM there are lots of options. In a recent post I did a detailed HubSpot CRM review but here I’ll look at comparing Zoho Vs HubSpot CRMs. HubSpot CRM and Zoho CRM are both good products, applicable to a range of mid-tier organisations. They provide an extensive range of […]. The post HubSpot CRM vs ZoHo CRM: The Free CRM Shoot Out appeared first on Genroe.

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Cut Agent Training Time in Half

Monet Software

Training is the critical step that prepares new agents before they are ready to serve your customers. Obviously it’s important to get it right, but it’s also true that the time devoted to training is time when that agent is being paid, but not yet doing the job for which he or she was hired. How much time are we talking about? As much as one month at some contact centers, and sometimes even longer.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Customer Experience and Digital Transformation

CX Journey

Image courtesy of Quadient Are you communicating with customers in their preferred methods? That's only one of many questions we discussed last week, when I had the pleasure of participating in the keynote panel for Quadient's third virtual CX Transformation Day. The panel, moderated by Mirza Baig, Quadient's Director of Digital and Advocacy Marketing, included David Poole, with the Financial Services Center of Excellence at Publicis Sapient; Paul DeSantis, Chief Operating Officer of ANRO; and m

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The Essential New Customer Service Model for Connected Devices

iQor

A fully connected environment—smart homes, smart offices, smart cars—has transitioned from yesterday’s futuristic fantasy into today’s very real Internet of Things (IoT) ecosystem.

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How Secure is Your Live Chat Solution?

CSM Magazine

Malene Wessel reveals which features build trust in live chat and how to find out if your solution is GDPR compliant. People have become increasingly concerned about the security of personal and sensitive information they share. This is especially true when communicating online. According to a survey of 24,000 people in 12 countries, conducted by Verint and Opinium Research revealed that trust and transparency are the keys to building a good customer experience.

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Putting Automation on the Map

Insite Managed Solutions

Is Automation on Your List of Priorities? As we interact with companies, we have found business process automation is on the top of everyone’s mind as companies look to redeploy resources for new products and continue to focus on increasing quality. One way we help companies identify automation opportunities is through our patented MegaMap methodology.

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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.

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Contact Center Forecasting Fundamentals #1: How to Forecast Workload

Injixo

This article is the first part of an upcoming 3-part series on Contact Center Forecasting Fundamentals with everything you need to know to excel in workforce management. In fact, o ne of the biggest challenges in contact centers today is getting the forecasting and planning right. If you do that well, the rest is much easier. Over the next 6 weeks, we’ll have a 3-part series to help you incorporate some of the best techniques in the industry to forecast and plan smarter.

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Focus on the Frontline: How to Enable Your Team to Do Their Best Work [Webinar Transcript]

Branch Mesenger

Please. Thank you. Treat others like you'd want to be treated. The lessons we learned as children resonate deeply. It's why reflecting on mom's guidance is the perfect parallel for how to behave in business. Jeanne Bliss, author of "Would You Do That To Your Mother" joined us to explain how these important maternal lessons can help positively shape your customer service and empower frontline employees.

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Working with B2B vs B2C Telemarketing for Business Growth

OctopusTech

Telemarketing has always been an invaluable sales asset among entrepreneurs throughout the world, though no matter how successful a campaign you run, the difference between its success and failure will always boil down to the techniques used in planning and proper execution of those campaigns. Now B2B (Business to Business) and B2C (Business to Consumers) are some such techniques used in the corporate language that refers to the two business marketing models that are as different from one anothe

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