December, 2018

Voice Biometrics: The ‘Thumbprint’ of the Future | Pindrop

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Keeping Call Center Agents from Causing Legal Liabilities and Undermining Relationships

Contact Center Pipeline

Legal disclosures are everywhere—almost to the point of ad nauseam. They are found in everything from prescription drug ads that feature absurdly long lists of side effects to the obvious, “This hot coffee is HOT.” Such marketing-based disclosures become practically invisible.

Why Digital Channel Frustration Leads to Frustrated Calls Into the Call Center

Callminer

In our recent survey and report, The CallMiner Index which identifies in the UK and US the sectors that have the highest churn rates and reveals the reasons why consumers switch suppliers. One of the key observations from the reports are about consumers’ channel preferences.

Ten Reasons WHY Customers Choose to Do Business with You

ShepHyken

“People don’t buy what you do; they buy why you do it.” That quote comes from Simon Sinek, author of the book, Start with Why. This quote makes me think about the different reasons behind why a customer chooses to do business with a company.

The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

8 Key Stats to Prove Customer Experience Delivers ROI

Beyond Philosophy

James Carville, political commentator and media personality coined the phrase, “The economy, Stupid,” for Bill Clinton’s 1992 presidential campaign. Carville was talking to the team at the time to help them focus on the key messages for Clinton’s campaign.

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12 Practical Steps to Achieving Customer Satisfaction

Call Center Weekly

As we enter the Christmas season, our awareness and desire to help others increases. That can be helping those in need, donating our time and/or money, or being a little more kind to others. When we are help one another, not only does it make us feel good, it is encouragement for the recipient.

How to Get the Greatest Agent Training ROI

Call Center Coach

Contact center agent training can be a very big expenditure for a lot of organizations. For contact centers that experience higher agent turnover the expenditure is obviously much higher than for those with lower turnover.

40 Customer Retention Statistics You Need to Know

GetFeedback

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. While some churn is a normal part of any business, a high churn rate can cripple the growth of any organization.

What Causes Friction

ShepHyken

In the past few months leading up to my new book, The Convenience Revolution , I’ve focused on ways to be more convenient for your customers. I’ve shared six Convenience Principles and numerous examples and case studies. The goal is to eliminate friction.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

Are You Listening to Your Customers – Or Driving them Crazy?

Beyond Philosophy

Not too long ago, I had a minor outpatient procedure at a hospital. When I checked my email the next morning, there was a survey from the hospital. What did you think of your anesthesiologist?”. My first thought was that I didn’t die during the procedure, so he must have done a fine job.

Three Simple (But Important) Things To Remember About Giving Bad News To Customers

Myra Golden Media

No one likes to deliver bad news to customers, but for a lot of us, giving bad news is a regular part of business. You know the feeling – you probably get nervous, or you have to transfer a call to your supervisor because the customer won’t accept your word as final.

Best Tips to Improve Customer Service This Holiday Season

ProProfs Blog

The holiday season has knocked your doorstep. And it’s time you gear up to tackle all customer queries and requests on time. Now, there are many online platforms that advice you on how to improve your customer service this holiday season. But not all of them point towards ‘the best tips’.

How Top Brands Are Winning with Engaging Social Media Experiences

Call Center Coach

With social media your customers are having experiences on their own terms. They are in control. All of their experiences add up to their interpretation of your brand, product and service.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Guru Secures $25M Series B Funding

Guru

We are excited to announce that Guru has secured $25 million in a Series B funding round. Thrive Capital is leading the round, with participation from our existing investors Emergence Capital , FirstMark Capital , Slack Fund , and Michael Dell’s MSD Capital.

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Be Different

ShepHyken

If you compete head-to-head with your competition, you may win or lose. If you compete by being different, you stand out. And, that’s a win. Over the years I’ve talked with many clients who are looking for ways to disrupt a competitor and/or win more business from existing customers.

Are You Making Intuitive Or Rational Decisions?

Beyond Philosophy

There are two key ways people make decisions: intuitvely or rationally. We discuss why this is important to designing your customer experience and how this can have a key effect on customer loyalty.

2 Things I Learned About Personal Connection From 3 Nurse Technicians

Myra Golden Media

When Eli, a twenty-something lively man from New York with toasted-almond skin and tinted glasses entered my dad’s hospital room, he changed the atmosphere.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Why Help Desk Software Is Important For Businesses

ProProfs Blog

A help desk software is important for businesses serving customers. When businesses offer a delightful customer experience, sales increase. Customers become brand loyals and refrain from brand switching.

Why Are Contact Centers Cancelling Supervisor Training?

Call Center Coach

We all know that frontline supervisors are not successful because they were your best agents. They need to be developed. And forward-thinking organization know this.

Customer Centricity: 10 strategies to implement in 2019

Lumoa

Start 2019 with these 10 simple steps and build the fundamentals of your customer-centric culture. Nurture customer centricity in your company and lead your organization through the customer-centric transformation. RSS generated with FetchRss

Do Your Customers Trust You This Much?

ShepHyken

Some of you may or may not know that I perform magic. Not real magic. When I was a kid I did birthday party magic shows, and in high-school and college worked in comedy clubs doing comedy and magic. I still practice card tricks. . There was a magic shop in Washington, DC owned by Al Cohen.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Why Customer Experience is Dying (And What To Do About It)

Beyond Philosophy

It seems from two recent surveys that despite all the money and resources that have been ploughed into improving Customers Experience, this is not having any effect? What will happen next is that CEO’s and the C-Suite will start to remove their support for these changes.

The 3 Biggest Mistakes Employees Make When Giving Bad News to Customers

Myra Golden Media

Telling customers what they don’t want to hear is one of the hardest things customer service employees will ever have to do. Giving bad news is hard because of the fear of backlash and because so many customers will just escalate to a supervisor in hopes of getting a different response.

5 Channels for Collecting Customer Feedback (that you’re probably not using)

ProProfs Blog

Collecting and responding to customer feedback is critical for any growing business. It’s a great way to make sure you’re spending time and money on improvements that will help turn your existing customers into loyal brand advocates for life. “My

How to Measure Customer Satisfaction With CSAT

GetFeedback

Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Customer Service Inspiration from my Bookshelf

Customer Service Life

This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. Click here to read the original post. Can we all acknowledge that customer service is a hard job?

Best Customer Service and Experience Articles, Videos, & Podcasts

ShepHyken

Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top Cartoon for 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. A business must keep up with the times.

The Sad Truth About Utilities, Railroads and CX

Beyond Philosophy

Water and train companies in the U.K. have come under fire recently over their lousy customer service. What do these two seemingly-unrelated industries have in common? Both are monopolies, and a monopoly is almost always bad news for the customer. Water service to homes in the U.K.