Sat.Aug 10, 2019 - Fri.Aug 16, 2019

Why You Need to Reply to Online Customer Reviews

Toister Performance Solutions

Ignoring online reviews can be a big mistake. A 2019 report from the customer insight firm, Womply, revealed small businesses that reply to at least 25 percent of its customer reviews earn 35 percent more revenue than their peers. This is a huge number that's hard to ignore.

The Top Five Customer Onboarding Challenges and How to Solve Them

Totango

Some people think the most important moment in the customer relationship is when they make the initial decision to purchase. But the period after the purchase, the onboarding phase , is what really establishes the customer relationship.

5 Ways to Transform Contact Center Customer Experience

Transparent BPO

Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm.

Winning Decisions Are Sometimes Tough Decisions

ShepHyken

I enjoy going to a baseball game. I live in St. Louis, and the fans of the St. Louis Cardinals are known throughout the sports world as being some of the best fans in all of baseball. Many fans remember Albert Pujols as one of the most skilled—not to mention beloved—members of the St.

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.

Do You Use the Right Measures for Your CX?

Beyond Philosophy

What gets measured gets managed. This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience strategy. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. .

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How to Improve Your Customer Satisfaction Score (CSAT) Score

GetFeedback

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so — it usually can be.

5 Top Customer Service Articles for the Week of August 12, 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. Everyone Hates Customer Service. This Is Why. by Sharon Terlep.

How Friction Can Be Good For Customer Experience

Beyond Philosophy

I might have misled you in recent weeks. I have been talking about frictionless experiences and how vital it is to have a smooth Customer Experience. However, some of my reading lately has exposed some nuances about the friction in an experience that we haven’t addressed.

Inside View: Fannie Mae

Contact Center Pipeline

Contact centers may offer a wealth of data, yet the most meaningful customer insights often lie buried within stored conversations, transaction histories and survey feedback.

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.

41 Best Sales Podcasts Every Sales Pro Should Listen to Weekly

CrazyCall

Podcasts are a true 21st-century type of content. We’re living in such a fast-paced environment that we strive to consume information in as low-friction way as possible. And podcasts are the answer. The same goes for salespeople. Yes, you!

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Guest Blog: 7 Games to Train Your Team’s Communication Skills

ShepHyken

This week we feature an article by Michelle Jarsen who shares seven ways your support team can learn and practice essential communication skills. Any job that involves interacting with people requires clear communication.

Discover Your Relationship Types and How to Use Them

Beyond Philosophy

Relationship Types and How to Use Them. We act differently in our various relationships. We have a way we operate at work or school; we act a certain way in public and another way with our friends and family. The difference is the type of relationship we have with the other people involved.

Robocalls? Don’t Shoot Me, I’m Only the Harmonica Player

Contact Center Pipeline

In January 1973, Elton John released his sixth studio album. Entitled, “Don’t Shoot Me I’m Only the Piano Player,” the album was Elton’s second straight No. 1 album in the U.S.

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.

What to Do if You Have a Poor CSAT Score

GetFeedback

“How was your day today?”—that that question is about as ordinary as they come. . It’s a basic and seemingly benign thing to say, right? But by asking that question, we get a quick sense of how someone’s day went, and we have an idea of where to take the conversation next.

How to Use Customer Data: A Guide for Customer Success Teams

Totango

As customers use your product, they generate data just by going about their daily workflow. And you would be missing out on a huge opportunity if you didn’t capture that data, analyze it, and organize it.

The Importance of Customer Satisfaction

Lumoa

The importance of customer satisfaction is generally taken for granted. If you don’t have a solid understanding of why customer satisfaction is important, you risk undervaluing it. Here are five reasons why customer satisfaction is important. Feed generated with FetchRSS

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Ignore the Haters: Why You Should Focus on your NPS Passives Instead of your Detractors

Nicereply

While it’s true that focusing on detractors is helpful for lifting your company’s NPS score as a whole, ignoring the passives while you do so may be doing more harm than good. At this point, most people are familiar with NPS, also known as Net Promoter Score , and how to calculate it.

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.

How to Use the CSAT Metric in Your CX Program

GetFeedback

Let’s talk about customer satisfaction. . What does it really mean? Is it worth it to track? It’s time to get serious about getting satisfaction. Just like Jagger. In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple.

When Stress Gets You Down, Get a Rudy

Certified Languages International

Rudy enjoys Take Our Daughters and Sons to Work Day with friends both new and old.

Outsource Consultants Makes 2019 Inc. 5000 List

Outsource Consultants

PLYMOUTH, MN, August 16, 2019 – This week, Inc. Magazine published its annual Inc. 5000 list, a ranking of the fastest-growing companies in the United States.

Make Workforce Management a Priority When Upgrading Your Contact Center

Talkdesk

Workforce Management (WFM) presents difficult challenges, especially with regard to an omnichannel contact center. Until recently, forecasting and scheduling was done by time increments, usually in 15 to 30-minute blocks.

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.

ACE 2019 Recap: ACE Awards – Over the Top? You Bet! It’s GO Time!

Aspect

ACE is never complete without the ACE Awards and 2019 did not disappoint. To add to the celebration at our closing ceremony we added Mimosas and Bloody Marys and tons of FUN! Congratulations to our winners and thank you for sharing your inspiring stories with our audience!

Making the Most of Your Data with Customer Journey Analytics

Upstream Works

What is Customer Journey Analytics? It’s tricky to find a definition of Customer Journey Analytics that isn’t penned by a solutions provider hankering to sell you their reporting platform.

Four Podcasts Every Customer Service Manager Should Listen To

Fonolo

Retail is transforming at an increasing rate, and more than ever. Advances in Artificial Intelligence (AI) are changing interactions between customers and brands and are allowing many of these processes to become automated.

Customer service: perception versus reality

TRUSTID

What’s the general perception of your contact center? Are your customer satisfaction rates on the upswing or declining? While many call centers believe they provide excellent customer service, sometimes the actual experience can carry a different tone.

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.

ACE 2019 Recap: President and CEO Message – Trust, Choice and Collaboration

Aspect

One of the most anticipated sessions of ACE 2019 kicked off on Tuesday, July 30 with an energizing introduction from Aspect CMO Michael Harris, followed by CEO Patrick Dennis sharing observations from his first 175 days.

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Workforce Management Basics in Today’s Contact Center: Part 1

NICE inContact

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language!

Not All Deviance is Bad for the Company Culture

Pipkins

The Society for Human Resource Management’s (SHRM) website for members offers a series of discussion threads where HR professionals ask and answer questions. Discussions range from very technical explanations of FMLA to less important topics like some inexpensive gift ideas for staff at Christmas.