Sat.Jun 22, 2019 - Fri.Jun 28, 2019

Boost Employee Engagement by Creating a Coaching Culture Where your Agents Thrive

SharpenCX

Phones are ringing back to back. You’ve got an inbox full of unread emails. Agents are calling out to you, escalating calls with upset customers who will only speak with the manager. Some days it seems like your agents can’t. Read More.

13 Types of Customers and How to Deal With Them

CrazyCall

Today, we are going to talk about the types of customers you can get in contact with your brand. I will guide you through types one by one and provide hints on how to keep any types of consumers happy. Table of contents. How can we establish types of customers? What types of customers are there? Moreover, how can you make them happy? Can you keep all types of customers happy? The market is saturated like never before, in every industry most of the niches are overfilled with hopeful companies.

3 Ways an AI-Powered Knowledge Base Changes the Game for Reps and Customers

Guru

A version of this post, co-authored by Mark Smith, Zendesk content marketing manager, originally appeared on Zendesk's blog. knowledge management

Predictive Customer Support

ShepHyken

In the old days – and even in modern times – if a customer wanted help or support, they picked up the phone and called for help. A (hopefully) friendly and competent customer service professional, also known as an agent or representative, would answer the question or resolve the problem.

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.

Are You Ignoring a Key Part of Your Digital Experience?

Beyond Philosophy

Think about the last time you shopped online but decided not to buy. Were you just browsing, or was there something about the user experience that made you hesitate?

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4 Secrets About Human Tone In Chat That Nobody Will Tell You

Myra Golden Media

Chat support is not supposed to be rote like an ATM transaction. The idea is to insert a personal tone so you can build rapport and even delight customers. I have my clients do four things in chat interactions to make them more human.

Amazing Business Radio: Ford Blakely

ShepHyken

A Passion for Convenience. Striking a Balance Between Business and Consumer Needs. Shep Hyken interviews Ford Blakely. They discuss pursuing your passion, creating convenience, and balancing technology with a human connection.

How Can We Measure Customer Emotions in Our Digital World

Beyond Philosophy

How Can We Measure Customer Emotions in Our Digital World. When you think about the Olympic medalists on the podium during the awards ceremony, who do you think is happier, the silver medalist or the bronze?

See You at Customer Contact Week in Las Vegas

Callminer

CallMiner is excited to return to Customer Contact Week as a sponsor, exhibitor, and workshop host featuring expert insights and customer testimonials for leveraging interaction analytics in enterprise-level CX strategy!

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.

Leveraging the Voice of the Employee to Improve Engagement

Contact Center Pipeline

Enough with the big survey event! If you’re looking to improve employee engagement (and who isn’t, these days?), a simple annual questionnaire doesn’t cut it.

5 Top Customer Service Articles for the Week of June 24, 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.

How to Lower Bounce Rate & Boost Conversions with Live Chat Software

ProProfs Blog

It’s true that managing a website is not just about updating content every single day; rather it is all about improving its performance by optimizing quite a few variables like conversion rate, visitor count, search engine ranking, bounce rate etc.

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How Your Customers’ Identity Issues Are Affecting Your CX

Beyond Philosophy

I get surprised sometimes by how many qualifications and degrees people list at the end of their name. Some of them might go on for half an hour! I find myself wondering why they want me to know all that.

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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.

Ask NPS Questions Using a Storytelling Approach

GetFeedback

When you write a story, what is the first thing you should think about? Your audience. The same holds true for your Net Promoter Score survey. Really, writing a survey question is just another type of storytelling.

Guest Blog: “Zhuzhing Up” Humans in the Contact Center

ShepHyken

This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”. Technology replacing humans. That’s what we all fear. Yet bank employees did not disappear with the advent of the ATM.

AI Customer Service: Today’s Most Transformative Technologies

TechSee

Artificial intelligence (AI) – the science that deals with the creation of human-like learning and reasoning capabilities – has been catapulted into the spotlight in recent years.

Top 5 Posts in June

Contact Center Pipeline

Summer has officially arrived and with it a few hot topics to add to your contact center reading list. Top blog posts in June included a look at work-life balance challenges in the contact center; customer expectations for a more personalized experience; how to improve communication and collaboration effectiveness and efficiency using tools you may […].

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.

Has Your CX Lost The Human Touch?

PeopleMetrics

The CX space has seen significant movement over the last few years – between multibillion-dollar acquisitions, advancement in AI, and continuously evolving core software, the industry is experiencing a renaissance.

200+ Survey Question Examples For Your Feedback Forms

ProProfs Blog

If you want the right answers, ask the right questions. But what exactly are the RIGHT questions? In this article, we tell you just that.

The Rustici Story: How Happy Employees Create Happy Customers

CX Accelerator

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

Cut Through The Chatbot Hype To Find The Right Conversational AI Solution For You

Ian Jacobs

In this short take, I discuss the lessons learned from evaluating 14 vendors for the Forrester New Wave™: Conversational AI For Customer Service, Q2 2019. Check out the video below. For more insights, Forrester clients can dig into the full evaluative research here.

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.

The Benefits of Customer Lifetime Value: Why It Matters

Totango

What do America’s longest running companies all have in common? They focus on the big picture: customer lifetime value. If you want your business to last, you need to prioritize customer lifetime value, too.

Why Do You Need to Rethink Your Customer’s Journey

ProProfs Blog

Customer journey mapping has become such a buzzword in business that 34% of companies are already implementing it into their customer service. However, the idea behind mapping the customer journey is quite intuitive. It’s an abstract thing that helps you visualize how customers are converting.

Know Way, Rosé — The Knowledge You Need to Survive the Summer

Guru

We love sharing knowledge as much as Marie Kondo loves sharing the secrets of cleanliness. And while we created Guru to make sharing on-the-job knowledge easier, there’s no reason why you can’t use the Guru Card format to share your off-the-job insights. company news

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From Insights to Action: Closing the Customer Feedback Loop

Nicereply

Closing the loop with customers requires not only gathering responses but then acting on those insights. . The vast majority of businesses are well aware of the fact that listening to the customer’s voice is an imperative component of growth and improvement.

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.

Announcing Talkdesk Boost: Accelerate Your Digital Transformation

Talkdesk

By now, you’d have to be living in a cave to be unaware that digital transformation is a key corporate imperative today. Digital transformation initiatives are underway all across the enterprise, with the primary goal being to compete and win on customer experience. .

Webinar: Contact Center Self-Service and AI

Taylor Reach Group

Webinar Contact Center AI and Self Service Colin Taylor. By Colin Taylor. Recently, Taylor Reach CEO and Chief Chaos Officer gave a live webinar for Call Centre Helper on Contact Center AI and Self-Service. Check out the recorded webinar HERE.

How to Gather Customer Insights with CS Software

Totango

Customer Success Management (CS) software helps your enterprise understand what matters to your customers. And what matters most to your customers should matter most to you.