ShepHyken

JANUARY 4, 2023

Happy New Year! We have an exciting year ahead of us. So much has changed in just the past three years. And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. I don’t often repeat content, but I’m going to share those predictions and trends here, in a revised and shorter format.

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Customer Experience Customer Service B2C Self service 336

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives. Traditionally, focus has been put on training agents to pro­ vide friendly, empathetic service, along with training on product and service information.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Nicereply

JANUARY 2, 2023

Regardless of the industry you work in , there’s common situations that every customer service agent will run into. Some of these situations can be difficult to find the right words for to get your point across, while still being polite. That’s why we’ve rounded up a list of 11 common customer service phrases you can employ to deal with difficult situations.

Customer Service 105

Customer Service Engineering Accountability Feedback 105

Beyond Philosophy

DECEMBER 31, 2022

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Bad leadership leads to bad Customer Experience. To have a great Customer Experience, you have to have great leadership. It reminds me of rabbits.

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Consulting Consulting Call Center Customer centricity 222

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HelpCrunch

JANUARY 6, 2023

In a world where customer experience is everything, brands must continually strive to make their services as customer centric as they can be. Walker’s report “Customer 2020” predicted that by 2022, price and product would [ … ]. The post How to Create Live Chat Survey Questions to Improve Customer Service appeared first on HelpCrunch blog.

Surveys 127

Surveys Customer Service Customer centricity Customer Experience 127

Contact Center Pipeline

JANUARY 3, 2023

Technology cycles come and go, but with cloud and digital transformation becoming so pervasive, the contact center space has never been poised for so much fundamental change. Legacy-based contact centers have long operated separately from the rest of the organization, using purpose-built technology, and managing customer-facing staff who had minimal interaction with internal employees.

Customer Service 147

Customer Service Contact Center Technology Management 147

FluentStream

JANUARY 4, 2023

Originally published by The Fast Mode Many believe outsourcing customer service is the obvious choice in today’s climate of cost-cutting and running a lean business. It’s considered less expensive, more scalable and easier to manage with an external call center. Read More. The post Employ (Don’t Outsource) the Customer Service Experience appeared first on FluentStream.

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outsourcing Customer Service Call Center Management 52

Nicereply

JANUARY 4, 2023

Get ready for 2023! Set up a customer service strategy that works and saves your costs. Due to the unstable economic environment , the world is challenged with today, businesses will be looking toward optimizing their operational costs and reducing expenses in 2023. That will ultimately lead to customer service and support teams being pressured to ‘do more with less’ , as customer support is still seen as a cost center by many organizations.

Customer Service 59

Customer Service Chatbots Self service Surveys 59

Transparent BPO

JANUARY 5, 2023

Hint: Sticking a pin on a map is not the best option By Lance Hale, President, Transparent BPO There is a right way to determine the best location for your outsourced contact center. And then there’s the wrong way. The wrong way is to grab your elementary school globe atlas and stick a pin on […]. The post <strong>Identifying the Criteria for Your Ideal Contact Center Location</strong> appeared first on Transparent BPO.

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Contact Center outsourcing Customer Service Customer Experience 62

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

Beyond Philosophy

JANUARY 5, 2023

What do leadership and rabbits have to do with each other? Usually, not much. However, in the context of leading a team that needs to put the customer at the center of everything they do, I have a story that explains how they are. It turns out that a customer strategy that puts the customer at the center of everything you do requires letting your employees get comfortable outside the hutch.

Call Center 195

Call Center Customer centricity Consulting Consulting 195

Callminer

JANUARY 6, 2023

CallMiner's VP of Product Management, Bruce McMahon, shares highlights from the 2023.01 release, which empowers users to get the most out of the CallMiner platform and drive improved CX and outcomes.

Management 182

Management 182

ShepHyken

JANUARY 3, 2023

A Complaint is a Gift . Moving Customer Complaints from Frustration to Satisfaction. Shep Hyken interviews Janelle Barlow, award-winning customer service and experience speaker, consultant, and author of A Complaint Is a Gift: How to Learn from Critical Feedback and Recover Customer Loyalty. She shares how to empathetically transform a customer’s complaint into a positive and memorable experience.

Complaint resolution 161

Complaint resolution Consulting Consulting Feedback 161

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well! Here we’ll discuss some best practices for designing effective surveys – everything from creating questions that elicit actionable responses, to logic-

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Best practices Surveys Metrics Construction 157

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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

Contact Center Pipeline

JANUARY 5, 2023

With the New Year upon us, the question I invite you to ask yourself is: What do I want to take with me in 2023? Visualize a suitcase – not a rollerboard that we could use as carry-on – but an old time suitcase (something similar to the old world map one pictured here). In […].

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Eptica

JANUARY 6, 2023

Date: Friday, January 6, 2023 Author: Pauline Ashenden - Demand Generation Manager 2022 highlights from our customer service blog. Published on: January 06, 2023. Author: Pauline Ashenden - Demand Generation Manager 2023 promises to be a challenging year economically, directly impact customer service teams. What can we learn from 2022 as we set out strategies for the year ahead?

Customer Service 124

Customer Service Best practices Chatbots Marketing 124

ShepHyken

JANUARY 2, 2023

Each week, I read many 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. Customer Loyalty Is Your Holy Grail for Success. Here’s How to Cultivate It. by Matt Bertram. (Entrepreneur) Customer loyalty is an essential source of revenue for any business.

Customer Service 161

Customer Service Customer Experience Sales Management 161

Taylor Reach Group

JANUARY 6, 2023

By Colin Taylor. As I look at the new and shiny year ahead, I wonder what delights and innovations and opportunities may lie ahead for Contact Center operations. . I think in many ways we will finally shake the post-pandemic hangover; we just need to take two aspirin and realize that what we have been dealing with for the past two years was really a realignment.

Contact Center 117

Contact Center Healthcare Consulting Consulting 117

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

JANUARY 4, 2023

Welcome to 2023! Our editor, advisory board and authors have done an amazing job of sharing with us their insights into the road ahead in 2023. As Sandrine says, “What we’re seeing already – and will see more of in 2023 – are no longer reactive operational changes but tailor-made, organized approaches that champion total […].

Contact Center 130

Contact Center Call Center 130

Eptica

JANUARY 6, 2023

Date: Friday, Janvier 6, 2023 Author: Laurianne Merour - Digital Marketing Manager Centre de contact natif Teams : la nouvelle ère. Publié le: 06 Janvier 2023. Auteur: Laurianne Merour - Digital Marketing Manager Les agents apprécient les avantages de leur nouvelle connectivité améliorée. Depuis sa première version en 2017, Microsoft Teams a permis aux entreprises de réussir le passage du travail sur site au travail à distance.

APIs 117

APIs Coaching Contact Center Marketing 117

Quality Contact Solutions

JANUARY 5, 2023

We exist because the world is driven by sales. Think about it. Everything we have is tied back to a sale that was made from a conversation that was had, which all started by generating that first lead. Most businesses have a goal to grow and in order to do that, they need new leads and new opportunities. So, what’s the magic sauce? How can you get more leads and how can you make sure that your sales team is capitalizing on those leads?

Telemarketing 105

Telemarketing outsourcing B2B Scripts 105

kommunicate

JANUARY 5, 2023

Last Updated on January 5, 2023 A customer service chatbot has become a requisite for achieving great customer satisfaction. 60% of millennials prefer chatbots to have their queries addressed! While chatbots make a route to savings on customer support costs and valuable time, their interaction with your customers can also be a game-changer in the [.].

Chatbots 104

Chatbots Customer Experience Customer Service Customer Support 104

Advertiser: ZoomInfo

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

Technology

Lumoa

JANUARY 2, 2023

Consumers today are more vocal than ever, and they’re not afraid to voice their opinions. Moreover, to successfully navigate today’s highly competitive landscape, businesses must understand exactly what customers think of them – and that means diving deep into customer experience data. . One tool businesses can use to capture valuable insights is the transactional Net Promoter Score (tNPS).

Surveys 83

Surveys Brand ambassadors Feedback Metrics 83

Toister Performance Solutions

JANUARY 5, 2023

Who is to blame for poor customer service? You can probably make a list of things that make it difficult to keep your customers happy and coming back again and again: Defective products anger customers and make service a chore. Bosses often fail to adequately communicate, train, or coach. Unfriendly policies get in the way. Yet, unless you have a giant ego , you need to take some responsibility, too.

Customer Service 90

Customer Service Coaching Wait times Personalization 90

ClientSuccess

JANUARY 3, 2023

Value Vectors by Vecteezy. As a customer success team, it’s essential to stay agile and in tune with your customers’ evolving needs. To truly understand what your customers value and appreciate about your products, services, or offerings – as well as their experience with you – requires engaging directly with them. Learn more about the power of building trust with your clients in this webinar.

Best practices 81

Best practices Consulting Consulting Metrics 81

Helpware

JANUARY 5, 2023

The gaming market is highly competitive with over 2,457 companies around the world and $30.4 billion in revenue. There are new games popping up virtually every day and one of the biggest differentiators is the customer experience (CX) they offer. Companies that want to make an impact, retain their audience, and launch new products have to service their customers.

Customer Experience 78

Customer Experience Marketing 78

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center

MiaRec

JANUARY 5, 2023

Are you frustrated that your agents ignore carefully defined call scripts and just "wing it," often making customer interactions longer than they need to be? Are you looking for a way to enforce script adherence across the board but simply lack the resources to listen to every call and score it for quality assurance ? If you answered yes, you are not alone.

Scripts 77

Scripts Contact Center First call resolution Quality management 77

Jon Arnold

JANUARY 4, 2023

Happy 2023, all! As busy as 2022 was, this year is already looking like more of the same. Lots to write about and lots to talk about, and the latest from my end can be found in the current editions of JAA’s Communications and Collaboration Review and my Watch This Space podcast. If you’re not a subscriber, signing up to my newsletter is easy - the signup page is here.

Contact Center 76

Contact Center 76

Nuance

JANUARY 3, 2023

Despite what you might read in the headlines, there are many reasons to be optimistic as we head into 2023. For example, in my conversations with customer engagement leaders, I’ve been struck by how focused they are “doing more with less” given the current economic climate. “Do more with less” may be the CFO’s mantra [.]. The post Customer engagement predictions 2023: Strategic priorities for CX leaders appeared first on What’s next.

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Enterprise Contact Center 72