Mon.Jan 14, 2019

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What I Wish Everyone Knew About Addressing Unacceptable Performance

Myra Golden Media

Talking to employees about problem performance, and getting them to change is hard – unless you do four things very well. Here’s what I wish everyone knew about addressing unacceptable employee performance. You have to have a plan; otherwise, you’ll get off track, and our employees won’t make changes. Coach like a coach. Don’t try to be friends with employees.

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What Are The Secrets Of Sales Voicemail That Truly Results In A Call-Back?

Dialer 360

A seller may have a higher response rate of an email or another type of message. Either responses to voicemail are more productive and demonstrate. This is the best level of interest. A salesperson loses in quantity and gains in quality. No doubt you will not get any response at all. The high quality or you don’t have carefully planned voicemail. How It Comes With Best Callback Volume.

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Contact Center Agents and the Importance of Engagement

Noble Systems

Achieving customer satisfaction by providing an enhanced customer experience is one of the main goals of the contact center and is an important metric by which the center’s performance is measured. A critical component of achieving this goal is the highly engaged and motivated contact center agent. Workforce engagement management and gamification are applications that can be used to produce high-caliber, highly engaged agents who can generate the quality customer experiences that will increase c

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5 Top Customer Service Articles for the Week of January 14, 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. Ten top tips for building a customer-driven company in 2019 by cp2experience. (cp2experience) I have framed all my top tips around the benefits to customers (and employees) and identified how technology can support the delivery of an enhanced, competitively distinct

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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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10 Real-Life Customer Service Examples and Tips to Grow Your Fan Base

Nextiva

Product reliability and quality have become near-commodities in our world. The challenge then, for a business, is to find another way to differentiate yourself. And one of the best ways to truly engage customers is to connect with them via superior customer service. Today, let’s look at a variety of companies whose have succeeded by […]. The post 10 Real-Life Customer Service Examples and Tips to Grow Your Fan Base appeared first on Business VoIP, Customer Experience, Sales & Marketing

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When and How to Develop Customer Service Material

GetFeedback

As a customer service leader, you want to make sure your audience is supported at all times. Customers should have access to the information they need–whether it’s from a member of your team or from a robust knowledge base. Only in doing so, will you ensure each person receives the best customer experience possible. To ensure that your customers have the necessary support, you’ll need to develop and improve your customer service material.

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Guess What Pairs Well with Nashville Hot Chicken

Transparent BPO

You’ve probably heard of Nashville Hot Chicken. Plenty of places in the Music City serve it, and you can try it while attending CCW Winter in Nashville later this week. Want to guess what beverage pairs well with hot chicken? Champagne. (That’s right. Champagne!) “When it comes to pairing wine with fried chicken, your best bet […] The post Guess What Pairs Well with Nashville Hot Chicken appeared first on Transparent BPO.

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When and How to Develop Customer Service Material

GetFeedback

How to create customer service material to support your team and ensure your customers have a stellar customer experience.

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Are You Obsessed With Digital Customer Experience? Here’s Why You Should Be

Avaya

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Ms. Gareiss leads Nemertes Digital Transformation research. She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. The focus on customers is more intense than ever—and for good reason.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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When Self-Service Falls Short

Aspect

Remember the old days when a day or two before your scheduled doctor’s appointment you’d receive a phone call from a person confirming your appointment? The reminder calls still happen, but more frequently than not, the calls are automated. It’s no secret that I don’t like to talk on the phone so an automated option is fine by me. Recently, I had an appointment scheduled.

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Maximize the Learning Opportunities from Won or Lost Sales

Satrix Solutions

I believe that most companies fail to capture powerful insights that should be acquired from the sales process. The opportunity is often squandered, largely because what’s learned after you win or lose a sale isn’t shared beyond a salesperson or the sales leader. Understandably, most sales teams are laser-focused on generating revenue by closing deals, and they can’t afford to be distracted.

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5 Questions to Ask When Creating Customer Journey Maps

VocalCom

Helping your customers begins with taking their point of view. As more and more brands adopt a customer-centric attitude, many are also discovering the value of creating customer journey maps. By analyzing data as well as feedback from both customers and employees, your company may develop maps that reflect customers’ experiences, feelings, and motivations as they interact with your brand.

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Retailers Underestimate the Value of the Telephone

The Center for Client Retention

Once upon a time, a very successful department store owner answered the telephone one evening. On the other end of the line was a customer who needed help but the store was already closed. Yes, there was a time when customers could reach, even the owner of a prestigious store, day or night. That’s When Retailing Was Very Personal. In a recent Wall Street Journal article, Bob Greene, an American journalist and author, wrote an article about Robert Lazarus Sr., President of one of the most famous

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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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Contact Center Agents and the Importance of Engagement

Noble Systems

Achieving customer satisfaction by providing an enhanced customer experience is one of the main goals of the contact center and is an important metric by which the center’s performance is measured. A critical component of achieving this goal is the highly engaged and motivated contact center agent. Workforce engagement management and gamification are applications that can be used to produce high-caliber, highly engaged agents who can generate the quality customer experiences that will increase c

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Is Amazon a Customer-centric Company?

Sampson Lee

If the critical concerns of customers for Amazon becoming a BIG Brother and “too big to fall” are unaddressed, should we attribute Amazon’s huge success to the fact that they have been delivering a branded experience repeatedly and consistently to such a superb level that no rivals can match, rather than customer centricity? At Amazon’s […].

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When and How to Develop Customer Service Material

GetFeedback

How to create customer service material to support your team and ensure your customers have a stellar customer experience.

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Customer Service Call Center Agents: Skills to Master

ChaseData

6 Things Your Customer Service Call Center Agents Should Be Doing During Every Call. Call center agents are the frontline soldiers of providing excellent customer service and solving the problems your consumers call in. Looking for ways to improve their performance – and your callers' perception of your center – only makes sense. If there is a formula for success when it comes to making your consumers and clients happy, it is handling every call as well as your agents possibly can.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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The Complete Guide to Acceptable Survey Response Rates

Genroe

Focusing on increasing your survey response rate is important but I’m often asked: “what is a minimum acceptable survey response rate for a customer feedback survey: 1%, 15%, 50%?” This question also comes in the form: what is the statistically valid response rate? For example this recent blog post comment: …if I have two NPS of two different […].

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How to Implement Automated Email Surveys With GetFeedback

GetFeedback

Use this guide to learn how to apply and optimize this new survey distribution feature. .

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Connectivity Drives a New Selling Paradigm

Cincom

The widely celebrated digital revolution has changed how we communicate, how we develop ideas and how we make things. For … Continue reading "Connectivity Drives a New Selling Paradigm". The post Connectivity Drives a New Selling Paradigm appeared first on Cincom Blog.

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How to Get Started with a Contact Center AI Strategy

Talkdesk

If you were to ask customer service and contact center executives for their opinion on artificial intelligence, you’re certain to get a mixed response. Some believe that AI will inevitably make live agents redundant, while others strongly oppose such technology, believing it ineffective at understanding basic human emotion. What if, however, the reality of maximizing AI existed somewhere in the middle?

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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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Growing Brands By Empowering Communities

Help Scout

We believe customer service professionals are the experts. No one knows how to create value better than the person who spends all day hearing from your customers and about your product. Each customer support professional knows exactly what your community wants — and what they don’t want. In too many companies, though, leaders relegate these superheroes of the business world to mundane, reactive work.

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WFM Software Suite: Making the Right Purchase Decision

Pipkins

When it comes to purchasing a WFM software suite, making the right choice can be reason to celebrate due to the positive impact on not just your contact center operations, but your entire organization. Choosing the right workforce management or WFM software suite can be a critical factor in a company’s success. Beware of buying products that look good on the outside but are lacking on the inside.

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Seven Principles of Business Integrity

Integrity Solutions

Any company can put words on paper and talk about what their values are. But if people aren’t living business integrity in everything they do, it won’t matter what you say. “If you have integrity, nothing else matters. If you don’t have integrity, nothing else matters.” – Former Senator Alan K. Simpson. Integrity is important for businesses and individuals alike.

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Best Intercom Alternatives in 2019

Kayako

Looking for an intercom alternative that’s easy on your pockets and doesn’t skip on any functionality? Well, we’ve done some homework and put together a list of 3 intercom alternatives that are packed with features and functionality you’d look for to engage visitors, convert prospects, and support customers as your business grows. . First things first – What do you use Intercom for?

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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Creating stronger authentication outcomes

TRUSTID

Your customer data is your contact center’s most valuable asset. Knowing that, how far are you willing to go to make sure you are doing everything you can to protect your customer environment from the latest telephone scams? If your contact center still relies solely on knowledge-based authentication (KBA) to validate callers, you may not be doing enough.