Sat.Feb 16, 2019 - Fri.Feb 22, 2019

Why Customer Self-service Is Essential to a Successful CX Strategy

Working Solutions

Delivering a superior customer experience (CX) in an era when customers are savvier than ever, and the number of communications channels increasing seemingly overnight, is no easy task. And compounding this challenge is the fact that, today more than ever before, customers are demanding fast and satisfying access to information and responses to inquiries. Service […]. Call Center Outsourcing customer self-service

Data ethics and the impact on customer service

TELUS International

Discover the growing link between data ethics and excellent customer experience, along with key strategies for building consumer trust

Need Help With Your Help? You Might Need an IT Ticketing System

Relay Blog

Whether yours is a large national business or small scale firm, there is little doubt. The post Need Help With Your Help? You Might Need an IT Ticketing System appeared first on Relay. Support

52

Doing the Right Thing: A Habit Worth Mastering

ShepHyken

When it comes to taking care of customers, sometimes people go a little further than expected. When asked why, they often say, “It was the right thing to do.” There’s no incentive other than the desire to care for someone else. In a sense, that is what customer service is about.

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.

Top Themes from Think 2019

Peter Lavers

What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? I was delighted to be invited by IBM Watson to Think 2019 in my role as an IBM Futurist.

CRM 188

More Trending

What Are the Advantages of NPS to My Business?

ProProfs Blog

Customer retention, customer loyalty, customer engagement, phew, these words are all I read about these days. One thing that tends to link all these factors together is Net Promoter Score or NPS.

Guest Blog: How One Experience Started My CX Passion

ShepHyken

This week we feature an article by Stacy Sherman who reminds us that brands must not compete on price alone and shares a great story to illustrate this point from Stacy’s Pita Chips. – Shep Hyken.

B2C 262

Dimension Data CX Report Roundtable

Peter Lavers

Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Dimension Data recently released their latest Customer Experience report.

The Framework You Need to Survive in Retail

Beyond Philosophy

Organizations cannot afford to be operationally driven. A Customer Experience focus is a necessity of survival in today’s hyper-competitive and disrupted retail market. That said, not every organization realizes this fact yet, which I find disappointing.

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.

Top 5 Benefits of Post-Event Surveys You Need to Know

ProProfs Blog

After all the hard work, money, and time; you finally packed up your long-awaited event, and it was probably the best moment of your life but was it the same for your audience or attendees?

Amazing Business Radio: Martha Brooke

ShepHyken

Are Rating Systems Skewed? How to Get the Most Out of Your Customer Feedback. Shep Hyken interviews Martha Brooke. They discuss common rating systems implemented by many companies, the faults and flaws of these systems, and ways to improve the feedback process overall.

Improving Contact Center Operations: Happiness All Around to a “T”

Contact Center Pipeline

The contact center environment can be hectic—you probably have don’t have much time or patience for a third-party outsourcer telling you how to “transform” your call center operations. Right? You’re thinking: “Give me a break. I’m hard-pressed just to staff the third shift, much less transform it.”

Customer Service is Not Life or Death (Until it Is)

Toister Performance Solutions

I had just crawled into bed, exhausted after a long day. My four-month-old puppy tried to get comfortable in her crate next to me. She was still getting used to her new home and was full of pent-up energy. The torrential rain we'd experienced that day didn't help and she had worn me out. Plop.

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 Engagement Strategies & Investment Are Important for Customer Retention

ProProfs Blog

A Forrester report highlights increasing customer retention by 5% can increase profits by up to 95%. Loyal customers spend about 30% more with brands than new customers. An investment to increase retention by 5% is surely a worthy business investment.

5 Top Customer Service Articles for the Week of February 18, 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.

Highlights from the 2019 Challenges and Priorities Survey

Contact Center Pipeline

With nearly 300 participants, Strategic Contact and Contact Center Pipeline proudly report the findings from our fourth annual Challenges and Priorities Survey. Here are a few highlights to whet your appetite.

The 5 Things You Need to Know About Great Service

Steve DiGioia

While celebrating my daughter’s 20th birthday at a local steak restaurant – yes, the chicken finger & fries meals are a thing of the past, I was reminded that great service and experience doesn’t happen by accident.

Sales 101

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

Expert Roundup: How Data from Survey Software Shapes Marketing Campaigns

ProProfs Blog

Let’s assume you’ve got the perfect product; you’ve thought about a well-funded marketing campaign. However, your campaign proves to be unsuccessful after the launch, because it doesn’t resonate with your target audience. It’s a pretty scary thought, isn’t it?

10 Common Chatbot Mistakes And How To Overcome Them?

Dialer 360

With marketing analytics and strategy, this is another approach to a chatbot. They remain to improve and to get the latest feature. These are making the best for companies’ use. They are fascinating to customer besides experimenting with them. They are working in the best way.

Ready, Fire, Aim… The Problem-Solving Firing Line

Contact Center Pipeline

Step up to the firing line! Ready, fire, aim… whoops! Isn’t it “ready, aim, fire”? Well, traditionally speaking, yes.

How to Follow Up With NPS Detractors, Promoters, and Passives

GetFeedback

Net Promoter Score (NPS) is a method to assess customer loyalty , and many businesses today consider it to be an important metric. But NPS is far more useful than just a number on a page. In fact, your NPS score is just the beginning. What truly matters is what you do with your NPS survey results.

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.

Meet the New Boss - Cisco Collaboration Analyst Summit - Takeaways and Pix

Jon Arnold

I’ll tip my hat to the new constitution Take a bow for the new revolution Smile and grin at the change all around… You know the rest. I attend many conferences as an analyst, and have been to vendor events each of the past two weeks.

How Can You Visualize the Future of BPOs?

Dialer 360

Contact center seems like amazing places with multiple customers. Different partners and business are facilities with more wait time that isn’t with an environmental. These are very progressive and flourishes.

Why we changed our tagline

Zoom International

ZOOM recently refreshed our tagline. Marketing Product Management Software Engineering Customer Satisfaction News & Events inside zoom Sales IT Business

How SimplePractice Created a Culture Where Knowledge Management Matters

Guru

SimplePractice is a top-reviewed practice management platform, made for small business owners in the health and wellness space. We sat down with Laura Teichmiller , Knowledge Systems Manager, to talk about how she created a knowledge-centric culture at SimplePractice.

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.

Abby Connect CEO Nathan Strum Discusses New Telephone Customer Service Data

Abby Connect Virtual Receptionists

Customers most dislike being kept on hold and appreciate an efficient resolution to their issue when calling businesses, according to a new survey from Clutch , a B2B research, ratings, and reviews firm in Washington, D.C. Team Abby Customer Service

B2B 79

7 Metric of Contact Center Operations with Best Practices

Dialer 360

Over the few years the rise of social media. The following climbs of social media are always in hand and mobile devices. But the generational workforce and customer has been making extraordinary waves in customer service.

A Roadmap to Success with Speech Analytics

8x8

Whether you’re heading to a new restaurant on the other side of town or taking a road trip across the country, a GPS helps get you there. Gone are the days of combing through maps, taking notes and picking what you think is the best route—only to be blindsided by traffic delays and detours.