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.).

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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.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook today, and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics!

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.

More Trending

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?

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.

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.

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 Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

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.”.

Amazing Business Radio: Chris Bauserman

ShepHyken

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

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.

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.

How to Build a CX Program from the Ground Up

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

What exactly is employee engagement?

Toister Performance Solutions

Employee engagement has been a hot business topic for many years. There is a pile of research that tells us: Engaged employees are more productive. There are too many disengaged employees. Employee disengagement costs companies billions of dollars per year.

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). .

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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Latest Customer Service Trends to Watch For

CrazyCall

“You’ve got to start with the customer experience and work back toward the technology- not the other way around.” – Steve Jobs. The new emerging customer service trends can drive the business to success.

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.

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?

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.

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

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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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.

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.

Performance Management Bridges the Divide Between Big Data and Big Knowledge

Aspect

Since childhood we’ve been taught that knowledge is power, and the contact center is no exception to this rule.