ShepHyken
DECEMBER 11, 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. How to Choose a Gift That Will Wow Your Customers by John Ruhlin. (Business.com) Giving a gift? Waiting for inspiration to hit means you could easily strike out with the recipient.
Call Center Weekly
DECEMBER 11, 2017
By Melodee Norris How easy is it to deliver exceptional customer service consistently to every customer, every time? Super simple when the customer is polite and nice, right? It is natural to mirror how we are being treated so when a customer is courteous and kind, good customer service is delivered. Once a customer becomes challenging, confrontational or rude, it can be very difficult to resist what comes natural, resulting quite often, in a poor customer experience.
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Peter Lavers
DECEMBER 11, 2017
In our new guest blogger Jason Grills ’ first instalment of this blog , he shared four great customer service training ideas that will refresh your support service and take it to a higher level. Here are the remaining four! #5 True or False Quiz. This activity is one of the best ways of improving the team spirit, especially when it comes to recently formed teams.
VocalCom
DECEMBER 11, 2017
While self-service is key to helping customers find information quickly, IVR is an essential tool for making it happen. IVR, or interactive voice response, uses touch-tone or speech recognition technology to identify and route callers to the most qualified agents, driving greater efficiency on both sides of the customer experience. Here are five key benefits of IVR that make it so vital to creating seamless self-service experiences.
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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.
Amity
DECEMBER 11, 2017
Customer onboarding is both an art and a science. To succeed, you need to find the right balance between a creative content strategy and a data-driven approach. Rely too much on the right side of your brain, and you may be in danger of providing customers with safe, but stale messaging. Lean too far left, and how will you ever know the true impact of your program?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
DMG Consulting
DECEMBER 11, 2017
KPIs for Managing your Contact Center . Contact centers are highly complex operating environments with a lot of moving parts and activities. In an attempt to achieve full transparency and visibility, contact center leaders may receive dozens of metrics and key performance indicators (KPIs), some of which seem to contradict others. In other contact centers the data is stale by the time it is received, making it essentially ineffective for helping the manager control their own destiny and perform
Cyara
DECEMBER 11, 2017
Cyara's Domain Consulting team works with many organizations who are undertaking the DevOps journey. While we've talked a little about some of the challenges in adopting DevOps, I'd like to expand a little more on moving between stages of DevOps maturity and the difficulties it can present.
Connecting the Dots
DECEMBER 11, 2017
CCMC ~. By David Beinhacker , John Goodman. In B2B environments, no news is often NOT good news. With business customers complaining at an even lower rate than consumers, John Goodman, Vice Chairman of CCMC, and David Beinhacker, CCMC’s Chief Research Officer and Partner, explain in this article published by Quirks the reasons for the lower complaint rate, the lost opportunity and how companies can tackle this very important issue and improve their bottom line.
Cyara
DECEMBER 11, 2017
We recently held a launch for our latest product, Velocity , in Sydney. While cruising Sydney Harbour, we introduced Velocity's features and benefits as well as our vision to a group of valued Cyara customers and partners.
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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
Revation Systems
DECEMBER 11, 2017
Just as modern technology has transformed communication in our personal lives, current digital innovations are completely restructuring the traditional contact center business model — significantly changing the way consumers and businesses communicate. Technology has shifted and heightened consumer expectations in terms of convenience and variety of communication modes.
Connecting the Dots
DECEMBER 11, 2017
CCMC ~. By David Beinhacker , John Goodman. In B2B environments, no news is often NOT good news. With business customers complaining at an even lower rate than consumers, John Goodman, Vice Chairman of CCMC, and David Beinhacker, CCMC’s Chief Research Officer and Partner, explain in this article published by Quirks the reasons for the lower complaint rate, the lost opportunity and how companies can tackle this very important issue and improve their bottom line.
Talkdesk
DECEMBER 11, 2017
Inside sales professionals are familiar with this situation: Days after your first inquiry, your prospect finally completes the scheduling process and is nailed down for a demo of your product. You have them on the line and hit play on the demo on your screen, ready to blow their minds with your Jordan Belfort-esque pitch… and nothing happens on their end.
AnswerConnect
DECEMBER 11, 2017
Good news! You can now listen to recordings of your calls right in Client Web Access. These recordings are two-way, Continue Reading → The post Call Recordings in Your Messages appeared first on AnswerConnect Blog.
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.
Talkdesk
DECEMBER 11, 2017
Inside sales professionals are familiar with this situation: Days after your first inquiry, your prospect finally completes the scheduling process and is nailed down for a demo of your product. You have them on the line and hit play on the demo on your screen, ready to blow their minds with your Jordan Belfort-esque pitch… and nothing happens on their end.
Verint
DECEMBER 11, 2017
Just as you are, your customers are bombarded by digital information each day. As the noise increases, it grows increasingly challenging to gain and keep your customers’ attention. In my new blog for Customer Think , I discuss how digital feedback management solutions offer a less intrusive approach. The customer can click an icon or a feedback tab at any time to get a brief form for delivering whatever feedback they may have.
Beyond Philosophy
DECEMBER 11, 2017
Are you the kind of person who hums along to “Jingle Bell Rock” in the supermarket? Does it make you want to fill your cart with cookies and egg nog? When you hear “Winter Wonderland” at the mall, do you think of sleigh rides and warm nights by the fire? Do you feel excited to start your holiday shopping? Or are you one of those who wish they’d just play something else – anything else?
ijgolding
DECEMBER 11, 2017
Earlier this year I was lucky enough to visit Kyoto in Japan for a holiday. Being a customer experience specialist means never quite leaving work behind, even on holiday, and I wanted to find out whether the customer experience in Kyoto would be different to anywhere else. Kyoto is a wonderful place. Although much less densely populated than Tokyo or London, it attracts around 50 million tourists each year.
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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.
Comm100
DECEMBER 11, 2017
According to CX Network’s 2017 Digital Marketing Trends Report , customer experience ranks first as the most exciting opportunity for businesses for the third year in a row. At 22%, it is ahead of content marketing (15%), mobile (13%), personalization (11%) and social marketing (7%). It is no surprise that customer experience ranks highly. Studies have shown that companies that follow through with customer experience strategies achieve increased revenue, higher customer satisfaction rates and fe
Jon Arnold
DECEMBER 11, 2017
It's that time of year again, and there sure is lots to talk about for what transpired in 2017 in the collaboration space. This universe keeps expanding, but also morphing in directions that are hard for everyone to understand. If you're nodding in agreement, then you'll find our collective reflections time well spent. Here's the link to listen , and there's more coming soon from me and others at UCStrategies in written form.
DMG Consulting
DECEMBER 11, 2017
Question: We don’t have a budget for gamification or other monetary incentives, but we’d like to improve agent engagement with the hope of reducing our agent attrition rates. Can you share some ideas to help us get started? Answer: Too many companies concentrate on decreasing agent attrition instead of improving retention. If you want to change the culture of your contact center and make it a more upbeat and satisfying place to work, pay attention to agents while they work for you.
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