October, 2019

10 Ways to Identify (and Lose) Bad Customers

Nextiva

We all know bad customers are unpleasant to deal with. The consequences of bad customers can reach into other aspects of your business, too. They contribute to churn when they don’t listen to you and don’t realize value from your offering.

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Creating a collaborative contact center culture

TechSee

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past.

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Anatomy of a Successful Call Center Representative: Tips & Common Characteristics

Callminer

There are many characteristics that successful call center representatives share, some being more important than others.

Contact Center Metrics Roundup

Contact Center Pipeline

The contact center’s data-intensive environment with its multitude of metrics can make it all too easy to fall into a “managing by metrics” mindset. But to quote sociologist William Bruce Cameron: “Not everything that can be counted counts, and not everything that counts can be counted.”

The 2020 Community Trends Webinar Series

Speaker: Vanilla Forums

Is your community program up to the standards of 2020? Save your seat for this webinar series, and don't miss your chance hear from five of Vanilla Forums' community experts as they respond to your pressing questions and dive into some of the biggest community trends identified for 2020!

What is Cloud Telephony: Benefits, Risks, and Reasons To Use

CrazyCall

Over 111 new businesses open each hour. At the same time, about 97 businesses close. In today’s highly competitive business world, communication plays a crucial role: organizations need to communicate with their clients regularly.

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A Guide to Customer Journey Optimization

Totango

Being a customer-centered enterprise means acting as a trusted advisor and helping your customers get greater business value from your product. The aim is to create customer lifetime value by nurturing sustained expansion over time for mutually beneficial growth.

Customer Success: A Key Driver for Meaningful Relationship and Sustainable Growth

Strikedeck

Vincent Manlapaz, in an interview with Christina Wong, (Director of Customer Success and Support at Badger Maps), talks about achieving measurable results through authentic , genuine engagements with customers.

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Customer Experience Management: Are You Optimizing CX Journeys?

Upstream Works

Customer Experience Management is the means by which an organization captures, measures, evaluates, and acts on all customer experiences, across all touchpoints on the customer journey. There are so many different types of customer experiences today compared to even ten years ago.

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Live Up to a Higher Standard of Service

ShepHyken

A friend of mine recently told me about their bad experience at a restaurant. The server was very nice and extremely apologetic about the problems that happened throughout the evening—but there were still problems. The food took a long time to get to the table.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Customer Experience… Mystery, Myth, Mission or Magic?

Contact Center Pipeline

Everyone is talking about it—promising it, claiming it and marketing it. But what is the customer experience really? Is it a mystery, a myth, a mission or simply magic?

25 Tips & Best Practices for Identifying the Best Call Center Services

Callminer

Outsourcing a major part of your business is never an easy decision, but operating a contact center requires a significant investment in technology and staffing. For some companies, outsourcing call center services makes sense, while others are better served by keeping call center functions in-house.

Things You Think About When Shopping While Being Black

Myra Golden Media

Two employees were chatting at the register. Both looked up when I crossed the threshold, taking in my Afro blossom, but rather than speak to me, nod or smile, they merely fell back into their banter.

7 Things to Remember on the Customer Experience Journey

Beyond Philosophy

I complain a lot about companies that get Customer Experience wrong. Today, I am going to take another angle and explore how one company has taken on the Customer Experience journey and gets it right. RICOH Canada has done some incredible work in improving Customer Experience.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Crash and Churn: survey reveals the customer service fails that cause attrition

TechSee

The days of long-term customer brand loyalty to brands are over. Today, consumer stickiness is far more dependent upon people’s specific experiences and the level of service they receive.

Showing Up On Time

ShepHyken

When I was a kid, my father taught me about being on time and why it is important. There were two times he gave me the “show up on time” lesson—neither of which I’ll ever forget. Before I get to the story and the lesson, let me give you some insight into my personality. I’m a people-pleaser.

7 Steps to Superior CX

Contact Center Pipeline

Customer experience (CX) is the new marketing battlefront.” These are not the words of me, Stephen Pappas. That’s Gartner talking. That’s right—the research and advisory leader is advising you to raise your CX game.

A great Customer Experience starts with a great Employee Experience

Lumoa

Organizations are starting to realize the key to a world-class customer experience is nailing the employee experience first. After all, satisfied employees are more likely to create satisfied customers. Feed generated with FetchRSS

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Predictions 2020: AI Shakes Up Customer Service Workforce And Operations

Ian Jacobs

AI will change how organizations staff, run, and manage their customer service teams. Read Forrester's 2020 customer service predictions to learn more. age of the customer customer engagement customer service solutions prediction promoted

Airbnb Gets It. Do You? Learn About The Airbnb Way.

Beyond Philosophy

The latest thing I am into is Airbnb. Airbnb properties have character, at least the ones that we chose. I like that when we use Airbnb, we stay places where we wouldn’t typically. I find Airbnb fascinating because it is an organization that is disrupting the hospitality industry.

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Halloween Horrors: Monsters that Cause Call Center Attrition

TechSee

The nights are drawing in and there’s a chill in the air. Ancient folk memories of evil spirits start to surface. Magic and mischief reign. It’s Halloween.

Give Recognition Where It’s Due

ShepHyken

There are some pretty important people in your organization, and I bet many of them don’t know just how important they are. Most likely, they aren’t getting the recognition they deserve. I was talking about this concept with my friend, Kent Higginbotham, and he shared a perfect example of this.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

How Embracing Digital Customer Service Can Create Brand Advocates

Contact Center Pipeline

Rapid swings in consumer brand loyalty is one of the most significant consequences of the digital-first era in customer service, where customer-brand conversations are no longer only one-to-one phone calls but also include public and private messages on dozens of social and digital messaging apps.

How RMC used software to increase its contact center conversions by 75%

Convoso

How RMC used Convoso to increase contact center conversions by 75% Get the case study to learn more about the Convoso features that helped RMC increase conversions by 75%. Resource Marketing Corp (RMC) was looking to maximize its contact center’s lead and agent efficiency.

8 Reasons Why Customer Service Will Never Be Perfect

Steve DiGioia

Stop, just stop it. You’re not perfect and neither are the people you have working for you. And don’t even get me started about how “perfect” your business is. So, you must realize that your customer service will never be perfect either. Agreed? Good, now we can move on and try to fix it.

What is the Secret of Airbnb?

Beyond Philosophy

What is the Secret of Airbnb? I would never be an Airbnb host. Having a stranger staying in my house doesn’t fit with my personality. That said, there are a lot of people that would do it.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Customer retention rates depend on understanding these 3 personas

TechSee

Customer churn is a growing problem across many industries and managing it has become critically important to the maintaining profitability.

Bad Timing or Bad Decision

ShepHyken

Recently, my wife and I went out to dinner. We planned to go to a movie afterward but couldn’t decide what to see. Easy solution—we decided to go home and watch one of our favorite shows on Netflix. We arrived home, got comfortable, turned on the TV and… nothing.

Who Owns the Customer Experience?

Contact Center Pipeline

Consider this scenario: “Lisa” has landed a new role leading a customer experience (CX) program. As a first-time CX practitioner, Lisa decides that her first order of business should be to identify the quick wins, so she begins to tackle customer problems already well known within the organization.