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


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.

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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


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.

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.

Answering the Personnel Call: Four Ways Contact Centers Can Enhance Agent Recruitment and Retention

Contact Center Pipeline

While the competition for top talent intensifies across the business landscape, contact centers often feel the impact more than most. Top-performing contact centers require exceptional agents to lead a memorable and impactful customer experience while upholding their company’s brand and values.

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5 Top Customer Service Articles for the Week of August 12, 2019


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.

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. .

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.

The Importance of Customer Satisfaction


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


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


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


41 Best Sales Podcasts Every Sales Pro Should Listen to Weekly


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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Four Podcasts Every Customer Service Manager Should Listen To


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.

How to Improve Your Customer Satisfaction Score (CSAT) Score


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.

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


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.

How we built our phonetic spelling guide


– Hayley Ostrega, Linguistics Research and Data Associate. What’s in a name?”. Societies have been growing more diverse, and thank goodness we have reached an era where individual authenticity is celebrated.

Customer Service is not a Destination, it’s a Journey: Lessons from Ryanair


In the age of disruption, Ryanair may best encapsulate the contrarian, rule-breaking streak sometimes required to conquer an antiquated industry. Just before the turn of the millennium, Ryanair was a tiny, impoverished Irish airline competing with the national carrier, Aer Lingus.

Facial Recognition and the Opportunities for Better Customer Experience


In George Orwell’s epic novel 1984 , our protagonist Winston Smith is constantly aware that he must toe the government’s line because “Big Brother is watching.”

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.

The Wall is a Myth: Getting Closer to Your Customer Through Outsourcing


For brand-conscious organizations who have never outsourced before, there’s a common fear that putting your customer care in the hands of an outsourced partner effectively builds a wall between you and your customer.

Contact Center Agents – Soaring up From Heroes to Super Heroes

NICE inContact

Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. Agent turn over continues to soar at over 30-45%, more than double the average of all industries ( Research, The Quality Assurance & Training Connection ). Today’s agents are clearly the heroes of the contact center – managing angry customers, solving complex problems and juggling multiple systems.

What to Do if You Have a Poor CSAT Score


“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.

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.

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


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.

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.

How to Use the CSAT Metric in Your CX Program


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.

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


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!

How sales and customer success work together


Things work better when they work together. Collaboration and teamwork have time and again proven to be essential at workplaces. However, it is not just the collaboration between a particular team’s members that is essential. There needs to be harmony in the inter-team network too.

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The building blocks for digital customer experience

TELUS International


Adtran Connect - Quick Take and Photos

Jon Arnold

Another week, another industry event. This time it’s for Adtran Connect , a company I have some good history with. Not my core focus, but enough pieces that touch on things I follow, so it’s definitely time well-spent.


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


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.

Make Workforce Management a Priority When Upgrading Your Contact Center


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.