ShepHyken
FEBRUARY 13, 2018
Backing Your Upset Customer Off the Ledge. Shep Hyken Interviews Skip Cohen on How to Handle Angry Customers . How well do you deal with angry and complaining customers? . . ?. Shep Hyken talks with Skip Cohen about the best ways to solve problems and deal with unhappy customers. Top Takeaways: When you empathize with an unhappy customer, this immediately lets them know that you are there to help and they feel valued.
Contact Center Pipeline
FEBRUARY 13, 2018
Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact Center, Customer Service and Customer Experience Professionals together in person and virtually. Our community LOVES their customers and routinely goes above and beyond to deliver the ultimate customer experience.
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Lumoa
FEBRUARY 13, 2018
There's a company X that collects customer feedback. Company X prefers the Net Promoter Score® ( what is NPS? ), yet it could be any other metric. They ask the very familiar NPS question: " How likely is it that you would recommend [brand] to a friend or colleague? (on a scale from 0 to 10) " after each customer purchase or interaction. But guess what?
Customer Service Life
FEBRUARY 13, 2018
The #FreeToHelp movement focuses on how free your customer service agents are to help customers. This is an important component to the overarching customer experience. The idea is – the happier your agents, the happier your customers. The #FreeToHelp movement, founded by Leslie O’Flahavan and myself, surveys teams to understand pain points and areas to improve.
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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.
Customer Guru
FEBRUARY 13, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
PeopleMetrics
FEBRUARY 13, 2018
At PeopleMetrics, we often talk about creating an easy, or “frictionless” experience. The reason is that a great customer experience is usually about solving a problem with as little customer effort as possible. On a recent fight on American Airlines, however, I experienced the opposite of an easy experience - it indeed had quite a bit of friction and effort.
AskNicely
FEBRUARY 13, 2018
We don’t like to do it too often, but once in a while, we need to take a step back and acknowledge our wins. And none of these victories — large or small — are even remotely possible without our thousands of wonderful customers that inspire us to make gathering and acting on real-time feedback easy, intuitive and responsive. We are in the real-time NPS-powered customer feedback business after all.
Avaya
FEBRUARY 13, 2018
I’ve been through quite a few technology trends in my career, and to say Artificial Intelligence (AI) is one of the hottest may be an understatement. If you have customers that are 55 and under you need a customer experience plan to address digital channel preferences and AI in contact centers now, before it’s too late. Avaya recently announced Avaya Ava ™, our cloud AI solution that supports your customers who use social media, chat and messaging channels to engage with you.
GetFeedback
FEBRUARY 13, 2018
We asked Help Scout's Mat Patterson what a "support-driven" company looks like. Read the full Q&A for his thoughts on culture, leadership & authenticity.
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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
OctopusTech
FEBRUARY 13, 2018
Cloud Contact centers have been gaining popularity recently. The reason being simple enough, as the times are changing so is the need to change the way we are used to looking at call centers till now. Don’t get me wrong, I am not against the traditional call centers or anything, all I am saying is that its time they need to more able to quickly adjust to different customer demands or market fluctuations, to be quicker in comprehension etc.
ijgolding
FEBRUARY 13, 2018
The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. And they hold businesses back. In the last month alone, 1000s of words have been published on this very subject by the likes of LinkedIn, HBR and Forbes. But whilst all this earnest commentary is being read, liked and shared, over in the jobs section of LinkedIn we’re busy resourcing up the silos.
Toister Performance Solutions
FEBRUARY 13, 2018
Your credit or debit card expires every few years. When it does, one of the required chores is updating all the accounts that card is linked to for automatic payments. This recently happened to me. What's fascinating is how widely this experience varies from company to company. No company did it perfectly, though some (Netflix) handled it much, much better than others.
Cyara
FEBRUARY 13, 2018
Tomorrow is Valentine’s Day, a day that symbolizes love. And just as flowers and chocolate are the language of love for couples, the language of love between you and your customer is your CX. What does your CX say about you? Do your customers find you CX-y? If you’re like most organizations, you don’t know. You know CX is a priority. You know you’ve invested in redesigning or upgrading your CX.
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.
SharpenCX
FEBRUARY 13, 2018
Learn the 3 skills agents need to be more confident in the contact center and deliver great customer service. [.]. Read More. The post Crucial Skills Contact Center Agents Need To Be More Confident appeared first on Sharpen Contact Center Software.
Rant And Rave
FEBRUARY 13, 2018
Implementing a successful Voice of the Customer program isn't easy, it requires a considerable amount of thought, planning, and once executed, monitoring and improving the programme is essential.
NICE inContact
FEBRUARY 13, 2018
“Hello Lauren, thank you for contacting customer service, what can I help you with today?” Doesn’t that start your customer experience off right? In order to customize your communication, companies use agent screen pops to aid in the journey. Agents use screen pops in many different ways and across all channels. During an interaction, a screen pops up to the agent with relevant customer information, like their name, the selection they made in the IVR, their CRM profile, and maybe even some agent
MicroAutomation
FEBRUARY 13, 2018
You’ve taken the first step and moved a self-service /digital deflection customer service model for your contact center. You put together a sophisticated set of checks and caller-driven options to respect your customer’s time.
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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.
LiveChat
FEBRUARY 13, 2018
In recent times, there has been a noticeable shift from the conventional mobile app development to AI chatbots. Bot creation is considered to take a center stage by the year 2021 and these changes will start picking up in 2018 henceforth. Artificial intelligence is not meant for just a few big companies. The companies involved in mobile app development are now helping both small and medium–sized organizations to excel by embracing these new technologies supported by Artificial Intelligence.
Solvvy
FEBRUARY 13, 2018
The post The Customer Experience Maturity Model : How to Assess and Prioritize CX Progress appeared first on Solvvy.
Pipkins
FEBRUARY 13, 2018
“Productivity is never an accident. It is always the result of a commitment to excellence, intelligent planning, and focused effort.” – Paul J. Meyer. Most of us have heard that working remotely increases productivity. Several times a year I receive emails from employees wanting to work from home citing increased productivity. Still others send a link to a Chinese study that found remote workers are more productive.
Talkdesk
FEBRUARY 13, 2018
This post was written by Jói Sigurdsson, Founder and CEO of CrankWheel, a screen sharing solution available on AppConnect. In Deloitte’s 2017 Global Contact Center Survey , contact center executives said one of the big changes that will transform the customer experience in the next few years is the aim of making interactions “effortless.”. Consumers prefer solutions that are quick, convenient and on their terms.
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!
Verint
FEBRUARY 13, 2018
The world is full of old and new—few of us go through day-to-day life the same way we did ten years ago. However, some things—like traffic!—remain essentially the same. Engaging customers is no different. The old and the new have been coexisting for a while now—2018 is where they truly merge. It’s the year when your approach to customer engagement can begin a monumental shift—in both process and technology—thanks to expanding innovation and the first waves of touted success using it.
Aspect
FEBRUARY 13, 2018
It was mid-July 2017 when I got an email from a sales colleague about a potential chatbot opportunity with a short window to respond. The prospective customer was the UK branch of supermarket chain Lidl. The Lidl digital marketing director and his team had already looked at a variety of vendors and were ready to make a selection, but they were still open to listening to us.
Mindtouch
FEBRUARY 13, 2018
There is plenty to say about how to properly write, structure, and organize knowledge base help content. Be concise and avoid jargon, they say. Use headers, screenshots, and contextual linking. Make it easy for users to find related content. All great advice. Yet, the ways our end-users actually interact with our help content hold useful insights into what content we need to optimize and how.
Comm100
FEBRUARY 13, 2018
Does customer delight lead to customer loyalty? Many managers would say yes – the concept of delighting customers to cement loyalty has been ingrained into many people’s thinking, and has become such a commonly held belief that many organizations do not even question it. But for many businesses, this can be a poor return on investment, with many resources being spent on a never-ending quest to go above and beyond.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Quadient
FEBRUARY 13, 2018
We've heard it before - the democratization of IT and the prevalence of mobile technology has fundamentally changed consumer behavior and expectations. . In addition, businesses are struggling to keep up with the rapid growth in data while adhering to new legislation. How many are caught in an innovator's dilemma? ( [link] ).
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