Sat.Aug 24, 2019 - Fri.Aug 30, 2019

What Type of Relationship Do Your Customers Expect From You?

Beyond Philosophy

Imagine you are selling a used car. Now, imagine your surprise that the person who wants to buy it is your brother. How would that be different from selling your vehicle to a stranger? Would you haggle as hard? Now, to be fair, if it was my brother Neil, my answer is yes.).

Morale 307

3 Things to Know Before You Talk to Your Next Challenging Customer

Myra Golden Media

Why Is It Important for Customer Support to Use Social Media

ProProfs Blog

The constant evolution of technology is changing the way we communicate. This has seen new forms of customer support come in. From toll-free numbers to automated chat boxes, these new ways are more accessible and more convenient.

It’s Not Where You Are. It’s Where You’re Going.

ShepHyken

Sometimes you find life lessons in unexpected places. This time it was on the golf course. Almost every Sunday throughout the summer I play golf with some great guys. One Sunday we decided to play the championship tees—meaning we hit from the furthest point away from each hole.

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.

Bet the Ranch, Bet the Brand

Contact Center Pipeline

The American Heritage Idiom Dictionary defines “to bet the ranch” as “to risk everything you have because you are certain of success.” This idiom most likely began at poker tables in saloons of the American Wild West.

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Reduce Machine Downtime with a Unified Visual Maintenance Strategy

TechSee

According to Aberdeen Research , 82 percent of companies have experienced unplanned machine downtime over the past three years, costing as much as $260,000 an hour.

5 Top Customer Service Articles for the Week of August 26, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various 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.

Top 5 Posts in August

Contact Center Pipeline

Millions of students returned to the classroom in August, which is National Back to School Month in the United States. In the contact center world, learning takes place every day.

How to Use Surveys to Land More Business Leads

GetFeedback

Listening to what your customers have to say and providing what they want is fundamental to the success of your business. Unfortunately, many companies make the mistake of deciding that they know better than their customers. How, though, can a modern business stay in touch with customers?

Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

Customer Retention Optimization Strategies to Keep Customers Long-Term

Totango

Your customers are your enterprise’s life’s blood. When you get a new customer, work to retain them and grow customer lifetime value. While the sales team will always be looking for new customers, retaining a current customer is far cheaper than finding a new customer to replace them.

Guest Blog: How Should You Grow and Sustain Your Customer Lifetime Value?

ShepHyken

This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle.

How Technology Is Paving the Path to Contact Center Workplace Wellness

Contact Center Pipeline

For years, organizations have embarked on workplace wellness initiatives to help reduce healthcare costs, cut absenteeism, prevent employee burnout and keep employee productivity on point.

Always Leave a Place Better Than You Found It

Customer Service Life

Image by Michal Jarmoluk from Pixabay. This article was originally published on the FCR blog on July 17, 2019. Click here to read the original post. A childhood memory is etched in my brain. After spending a couple weeks at a friend’s cabin, we spent several hours on the final day cleaning.

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.

20/20 Vision: The Best Advice for Contact Centers in 2020 – The Experts Weigh In

Fonolo

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? How can they survive and thrive in the face of so many variables?

Amazing Business Radio: Chris Bauserman

ShepHyken

The Emotional Customer Experience. Understanding the Emotion Behind the Experience Economy. Shep Hyken interviews Chris Bauserman.

How Emotions Can Impact Customer Engagement

ProProfs Blog

Emotions are the driving force behind a successful customer engagement strategy. How your product or service offering makes your customers feel is an important determinant of how the end-users will perceive your brand.

Exploring the Importance of Customer Lifetime Value

Totango

In today’s customer-centered economy, focusing on short-term customers is an outdated business model. Instead, enterprises must nurture every customer relationship to increase retention and customer lifetime value (CLV). .

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

California AB5 and the Case for Independent Contractors: What You Need to Know

Certified Languages International

Anyone familiar with the language services industry knows how important independent contractors are in the work we do.

5 Reasons to Join the NEW VirtualPBX Affiliate Program

VirtualPBX

Are you searching for a profitable, trusted, and simple way to monetize your website traffic? Look no further than the VirtualPBX Affiliate Program to earn commissions from referrals to our award-winning Dash Business Phone Plans.

Different Customer Types: Issues & Solutions

ProProfs Blog

A good business sense demands you to treat every person as a customer, even if they are just window shopping or casually checking out products on your website.

The Lasting Impact of Ron Willingham

Integrity Solutions

“Success is more an issue of who you are than what you know.”. By Mike Esterday. That’s one of many enduring quotes from our friend Ron Willingham, who founded Integrity Solutions in 1968.

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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.

Voice of the Customer – More Than Just a Survey

NICE inContact

Contact center managers often tell us, “My contact center. needs a customer survey tool so I can know what my customers are saying.” And these managers – like most of us – are conditioned to automatically think only of customer service surveys when they hear phrase “voice of the customer program.”.

There Isn't an One-Size-Fits-All Customer Support Platform

UJET

Contact-Center-as-a-Service (CCaaS) providers like to make big promises. Some go as far as saying they have every currently available feature and tool and will fill all your support needs. Multichannel Support Contact Center Customer Support CCaaS

Optimize Customer Satisfaction With Our Free CSAT Toolkit

GetFeedback

Measuring Customer Satisfaction Score (CSAT) can be used to determine how a customer feels about the experience overall, parts of the customer journey, or even specific products or services.

Measuring Customer Effort: The Tethr Effort Index

Tethr

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Is your call center up for the challenge?

TRUSTID

As advanced criminal tactics make it easier than ever to take over customer accounts, many call center operations have major weaknesses in securing their enterprises.

6 of the Top Questions About Interpreting Services Answered

Certified Languages International

CLI’s client relations team receives quite a few questions about interpreting services.

6 Business Tips to Help Ensure Your International Conference Calls Go Successfully

CrazyCall

When you are hosting an international conference call, it is important to find proper ways to overcome language barriers, cultural differences and make everyone feel equal.

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