September, 2019

Top 5 CX Challenges and How to Solve Them

Pointillist

By Steve Offsey Exceptional customer experience has never been more important than it is today. Nevertheless, most CX teams continue to face daunting CX challenges.

Revealed: The Two Secrets to Customer Loyalty

Beyond Philosophy

Do you know what drives me mad? When organizations talk about loyalty, what they mean is, “the customer gives me all of their business.”. Customers giving you all their business isn’t customer loyalty on its own. They could give it to you out of habit , or because you are a monopoly.

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The Ultimate Open End: Unlock Insight with Text Analytics

ForeSee

Please tell us anything else you’d like to tell us. Before we talk about that statement, let’s talk about analytics and CX more broadly. What would you say it is. CX Best Practices Measurement & Analytics

Guest Blog: Shock and Awe – A Guide to Creating a Customer Experience They’ll Talk About for Life

ShepHyken

This week we feature an article by Jessica Wise who shares a story to illustrate how you can develop a lifelong relationship with your customers by creating a customer experience they will never forget. It was the Thursday before Memorial Day 2019.

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, Exactly, Makes for Great CX?

Contact Center Pipeline

We talk a lot about delivering an exceptional customer experience (CX), but the talk focuses on how to deliver it. Improve first-call resolution,” or “Capture customer feedback.”

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Proving the Value of Customer Experience to Your Executive Team

Nicereply

CX contributes to the overall success of the company with the number of metrics that it impacts, many of which are valuable to cross-functional teams as well as support.

In-House vs. Outsourced Customer Service: 4 Benefits of an Outsourced Call Center

Advantage Communications

Is your customer service department no longer providing the customer experience (CX) that your clients expect? Can you no longer afford the technologies needed for superior customer service? Or perhaps you simply don’t have the resources anymore to keep up with seasonal demand?

How to Optimize Customer Communications Across Customer Journeys

Topdown

Customer experience (CX) has been gaining traction; it’s now much more than just a buzzword and it now requires your immediate attention.

Best Ways to Use Call Center Scripts

Avoxi

Request Demo Talk to an Expert Contact Us As a provider of some of the most effective, yet affordable, inbound call center software on the market, we are all about effective tools like call center scripts.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

How to Bring More Humanity into Customer Communication

Kayako

Humanity – according to the Merriam Webster dictionary – is defined as compassionate, sympathetic, or generous behavior or disposition: the quality or state of being human. . It’s likely that one of the first companies that come to mind when talking about humanity in customer communication is Zappos.

Yes is More Than an Answer. It’s an Attitude!

ShepHyken

Customers don’t like to be told no. Any request or complaint that is met with a negative response may only add fuel to the fire. That’s why I’ve been intrigued for years by Cameron Mitchell’s philosophy—and also the title of his book— Yes is the Answer! What is the Question?

Continuous Learning in an Age of Continuous Turnover

Contact Center Pipeline

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The 5 Essential Practices for Your Customer Experience

Beyond Philosophy

Because we have frequent thunderstorms and power outages in my Florida home, I recently decided to buy an uninterruptible power supply for my electronics. I’ve had good experiences with Apple products so I first checked to see if Apple made that sort of thing.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

So You’re a New CX Leader? 5 Tips to Succeed in Your Role

CX Accelerator

We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted.

A Successful Customer Experience Strategy Means Keeping it Consistent

TechSee

Sam travels often for business. On his last trip to London, he stayed at the Lord Rochester Hotel, since his tried-and-trusted Hotel Miranda Grand was overbooked. The receptionist at the Lord Rochester upgraded his room, comped him for food and spa services, and generally treated him like royalty.

Making Employee Experience a Priority in a Customer-Centric World

Contact Center Pipeline

When it comes to your favorite mobile or self-service experience, what apps… platforms… or companies come to mind?

Customer Self Service – What the Future Holds

TechSee

More companies than ever are tapping into the power of AI customer service technologies to enhance efficiency and positively impact the lives of consumers, and with good reason.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

Is Any Attention Good Attention?

Beyond Philosophy

Is Any Attention Good Attention? I like Oscar Wilde. His best quote is, “There is only one thing in life worse than being talked about, and that is not being talked about.”

Creating a Collaborative Virtual Team

Contact Center Pipeline

The percentage of people working from home has grown exponentially in recent years. New technologies make it so much easier for remote workers to perform their tasks. Creating an environment of collaboration can improve the performance of individuals and teams who don’t work face-to-face.

That “Something Extra” You Offer to Make Customers Love You

ShepHyken

In the realm of business—and especially customer service—we often talk about how to differentiate yourself from your competition. It’s those companies that manage to stand out from the crowd that end up being successful.

Top 20 CX Influencers to Follow in 2019

Call Center Coach

You have dreams and aspirations to make a difference. Sometimes it’s crystal clear on how you do that and sometimes it’s not. If you have a dream to make a difference in customer experience, then you need to learn from and follow these Top 20 CX Influencers.

Your Complete Customer Engagement Handbook

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

This is How You Can Tell You’re a Customer Service Professional

Steve DiGioia

In celebration of Customer Service Week (October 7-11, 2019), this post focuses on the customer service professionals who make it all possible. Many hold the title but never seem to accomplish the task. Some tout the certification letters after their name but can’t put their knowledge to use.

NPS, CES, CSAT: Which One is the Best Metric?

GetFeedback

NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . How do you get loyal customers?

Customer Satisfaction Continues Declining

Beyond Philosophy

Customer Satisfaction is Declining in the UK! A new report by the Institute of Customer Service indicates that Customer Satisfaction is declining in the UK.

Contact Center Executive Outlook on 2020 and Beyond

Contact Center Pipeline

Across industries, research reports are predicting that businesses can expect more change in the next five years than in the last 50.

How to Create an Exceptional Customer Experience

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

5 Ways to Deliver Better Service Just in Time for National Customer Service Week

ShepHyken

National Customer Service Week is coming up soon. Every year it is the first full week in October. This is a week to celebrate and appreciate not only our customers, but also the people who make our customers happy.

Alexa, How are My SLAs Doing?

NICE inContact

As a large travel management company, Omega World Travel continues to break new ground operationally and in the CX it provides to customers, thanks in large part to its move to NICE inContact and the CXone cloud-native platform.

Travel 115

But Does She Have Customer Service Skills?

Steve DiGioia

a fancy resume is just not enough. This is it. This is the one. We’ve finally found someone with a good resume, hot damn. Look at it! Let’s call her up for an interview. Then someone says, Wait, does she have customer service skills? What do you mean? Just look at her resume.