Fonolo

NOVEMBER 3, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. One recurring theme was that of agent satisfaction. Our research for The State of the Contact Center 2020 Report indicates that the change to remote work, along with increasing public scrutiny and growing corporate EQ, will cement Agent Satisfaction as the ‘Master KPI’ on which all other metrics depend.

Contact Center 167

Contact Center Consulting Consulting Coaching 167

Toister Performance Solutions

NOVEMBER 5, 2020

Was it one friction point or 18? That's the question from a recent furniture buying experience. One seems minor, while 18 feels egregious. The answer depends on your perspective. I don't want to name the company, so let's just call them "Ceramics Shed." From their perspective, there was one service failure. Ceramics Shed issued a partial refund on shipping due to a misunderstanding over the delivery process.

Feedback 83

Feedback Customer Service Surveys Accountability 83

HelpCrunch

NOVEMBER 2, 2020

72% of companies say that improving customer success is their top-of-mind priority. For every complaining client, there are 26 who remain silent when they experience problems with a product and don’t contact a support team. [ … ]. The post 6-Step Process to Turn Your SaaS Customer Support into Customer Success appeared first on HelpCrunch blog.

SaaS 118

SaaS Customer Support Customer Service 118

ShepHyken

NOVEMBER 4, 2020

This is a crazy idea, but hear me out. When I was a kid, we had home-cooked meals almost every night. I thought my mom was the greatest cook in the world. She could make the best chicken. As a matter of fact, she made chicken almost every night. It turns out she could follow a recipe and had bought a book that had 365 chicken recipes—one for each day of the year.

Customer Service 352

Customer Service Personalization Management Customer Experience 352

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Beyond Philosophy

NOVEMBER 5, 2020

The last time you looked up product reviews, which ones did you notice first, 5-star, or 1-star? Also, how many 5-star reviews does it take to offset a 1-star review? Probably more than one. Today, I’m talking about why that is, and it comes down to two words that describe our instinctive behavior: Negativity Bias. We discussed Negativity Bias on a recent podcast.

Consulting 326

Consulting Consulting Advertising Best practices 326

Steve DiGioia

NOVEMBER 5, 2020

Recently, I was asked, “what makes one business successful when another similar business fails”. Well, there are many reasons but here is the foundation of success for any business. I like to call it “ a recipe for success that always works ”. Here is My Recipe for Success. Hire the best people, people with a customer-first mindset. Search for the candidates that are goal-oriented and “teachable”.

Advertising 147

Advertising Personalization Customer Service 147

ShepHyken

NOVEMBER 3, 2020

Eradicating Mediocrity in Customer Service. How to End “Good Enough” Customer Service. Shep Hyken interviews Daniel Rodriguez , CMO of Simplr. They discuss Simplr’s latest CX research report and strategies for collecting and utilizing customer feedback to eliminate mediocre customer service. Top Takeaways: Don’t fall into the trap of thinking your service is “good enough.

Customer centricity 332

Customer centricity Surveys Technology Feedback 332

Beyond Philosophy

OCTOBER 31, 2020

When I am shopping on Amazon, and a product has 3.5 stars, I don’t buy it. Now, 3.5 stars isn’t a bad rating; in fact, it’s above average. However, for me to place that item in my Amazon cart, it needs to have a rating of at least four stars or more. My behavior on Amazon is part of a broader concept called Negativity Bias, and it’s a massive influence on customer behavior.

Advertising 150

Advertising Consulting Consulting Customer Experience 150

Myra Golden Media

NOVEMBER 6, 2020

This holiday season will be unlike any other due to COVID-19’s influence on consumer behavior in 2020. I partnered with GetFeedback by SurveyMonkey to help you manage customer service during the COVID-19 Holiday Season. Besides the usual increase in web traffic, call volume, and longer business hours, customer service and support reps will need to be ready for the pandemic’s impact on the customer experience.

Customer Service 136

Customer Service Management Customer Experience 136

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Surveys

Contact Center Pipeline

NOVEMBER 5, 2020

Like so many companies, PFS’ customer care team had to make the quick shift from a fully on-premise operation to a work-from-home model during the coronavirus pandemic shutdown. Also, like many companies, the global provider of e-commerce services had been considering a work-from-home initiative for the contact center for several years but had not yet […].

Contact Center 138

Contact Center Customer Care Employee engagement Call Center 138

ShepHyken

NOVEMBER 1, 2020

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. If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help by Veronica Krieg.

Customer Service 259

Customer Service Customer Support Self service Customer Experience 259

GetFeedback

NOVEMBER 1, 2020

How to provide the best customer service and support during this unprecedented holiday season. Guides

Customer Service 176

Customer Service 176

Myra Golden Media

NOVEMBER 5, 2020

A Subscriber (actually a few subscribers) asked me, “What do you do when you can’t give the customer what they want?” This video is my first answer to that critical question. I’ll be sharing more tactics for what to say when you can’t give the customer what they want, but this video is enough to get you started. For more ideas like this, sign up for my blog.

Customer Experience 136

Customer Experience 136

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

Contact Center Pipeline

NOVEMBER 3, 2020

Sitting here this morning, I see we have three sets of numbers going up… way up! Unfortunately, our COVID numbers are climbing higher and setting new records. That means we will continue to see major impacts on our contact center operations as we continue to manage the operational challenges associated with COVID. Fortunately, we are […].

Contact Center 133

Contact Center Management Analytics Call Center 133

ShepHyken

NOVEMBER 6, 2020

This week we feature an article from Michael Magnus, a Strategic Communication lecturer and marketing consultant at Magnus Opus. He shares the process of conducting consumer research and how to implement your findings into the customer experience. Have you ever been inside a Whole Foods that sells Louis Vuitton bags? Most likely no. Whole Foods understands what drives their customers’ purchase behavior.

Marketing 250

Marketing Customer Service Consulting Consulting 250

Fonolo

NOVEMBER 5, 2020

This year, the holidays are going to look very different from the past. With change and uncertainty looming thanks to the COVID-19 pandemic, you can count on one thing for sure — that your customers will be leaning heavily on your customer support team. Call spikes and high customer demand are overwhelming enough on a typical day, but the holidays have a way of cranking up the intensity for call centers.

Call Center 132

Call Center Interactive Voice Response Self service Contact Center 132

TechSee

NOVEMBER 3, 2020

Field service delivery is undergoing a transformation. This paradigm shift has effectively taken the “field” out of field services, with the industry focused on servicing customers in the most efficient way possible. What does this mean for the future of field service? The result of this shift is an explosion of remote service delivery. Gone is the traditional model of technicians dispatched to a customer’s location, toolbox in hand.

Customer effort 109

Customer effort industry standards Contact Center Surveys 109

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Feedback

Contact Center Pipeline

NOVEMBER 4, 2020

Remember being in school? I don’t remember much either, actually. But I do remember how classes were designated. The 101 class was always the introductory or beginner class, and it was usually more theory than practice. Next up in complexity were the 200 series classes, which were more about practical applications and designed for students […].

Cloud contact 113

Cloud contact Call Center Analytics Contact Center 113

Aspect

NOVEMBER 4, 2020

Aspect Software is celebrating 16 years in India. . In 2004 Aspect opened an office in Bengaluru (also called Bangalore) with four employees focused on quality assurance and facilities. The headcount has grown to 424 employees that currently work across various departments including consolidated customer care, professional services, research & development and sales in one center. .

Customer Care 127

Customer Care Sales 127

Eptica

NOVEMBER 1, 2020

Date: Friday, October 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Four benefits to improving customer service by integrating your CRM and telephony system. Published on: October 30, 2020. Author: Pauline Ashenden - Demand Generation Manager Customers today expect a high quality, integrated and personalised experience, whatever channel they use to make contact with you.

CRM 117

CRM Customer Service Self service Management 117

Ansafone

OCTOBER 31, 2020

It is commonly said that excellent customer service is the driving force to support growth in business. The downside to this is that many companies forget this as they grow into larger corporations from their original small business. Customer service is the most crucial component of business growth and sustainability. This article will discuss some … Improved Customer Service Can Influence Growth Read More ».

Customer Service 110

Customer Service Contact Center Call Center outsourcing 110

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

CSM Magazine

NOVEMBER 3, 2020

Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service. As many organisations hide behind the pandemic for failing service standards, Abbie Heslop, Commercial AI Analyst, EBI.AI shows how to buck the trend using Artificial Intelligence (AI). COVID-19 has thrown the spotlight on the age-old mystery of the chicken and the egg.

Customer Service 105

Customer Service Automotive Transportation Big data 105

TELUS International

NOVEMBER 2, 2020

Consumer behavior continues to evolve. Discover how retailers are embracing this shift and promoting a more digital shopping experience this upcoming holiday season.

Best practices 94

Best practices 94

Call Experts

NOVEMBER 5, 2020

The shopping season is about to arrive, and now is the time to be planning. According to Salesforce , “Cyber Week digital traffic is still expected to grow by 28 percent year-over-year (in 2020) — a trend accelerated by nearly ubiquitous access from mobile phones and the fact that fewer people will be rushing to stores on Black Friday.” . One of the best ways to profit off the holiday season is to offer sales and promotions during Black Friday and Cyber Monday.

outsourcing 98

outsourcing Education Contact Center Advertising 98

JustCall

NOVEMBER 5, 2020

This November, the SMS marketing competition intensifies yet again as Black Friday knocks at the door. But this year, Black Friday is going to be really innovative as compared to the previous years. With more online traffic than ever, text marketing will be attracting more buyers(Don't forget the open rate!). So, here we take you through how to run a powerful Black Friday text campaign for your business.

Best practices 98

Best practices Marketing Advertising Sales 98

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self service

Babelforce

NOVEMBER 5, 2020

Gartner’s 2020 AI hype cycle has a lot of encouraging things to say about the state of the tech. Some of the key takeaways include: Investment in AI has remained steady in 2020, even accelerating in one-third of cases AI leadership is coming from the very top with CEOs often taking ownership of new projects There may be ‘Sci-Fi’ applications around the corner… but Gartner recommends focusing on the here and now. #1 AI investment has weathered Covid disruption.

Advertising 98

Advertising Contact Center Chatbots Technology 98

Ameyo

NOVEMBER 4, 2020

There is just something about the holiday season that inherently makes us happy. Be it the Halloween costume shopping, celebrating Eid, or getting ready to welcome our good old friend Santa while setting the table for the Thanksgiving dinner. It’s a happy and cheerful vibe all around. While the celebration is in the air, this … E-commerce Strategies to Prepare for the Holiday Rush Read More » The post E-commerce Strategies to Prepare for the Holiday Rush appeared first on Ameyo.

Call Center 98

Call Center 98

TeamSupport

NOVEMBER 4, 2020

“It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness…” So begins the classic novel, A Tale of Two Cities , by Charles Dickens. It refers to the premise of the story: A time of despair and suffering on one hand, and joy and hope on the other. And it's how we began our story of two B2B customer support departments.

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B2B Customer Support Finance Sales 98