Aspect

APRIL 27, 2018

The king of customer service continues to reign. Just a couple days ago, Amazon officially released how many Prime customers it has, over 100 million. For readers that happen to not be one of those 100 million, Prime members are customers that pay a yearly subscription fee to access free shipping, streaming services and more from Amazon. This Motely Fool article explains that Prime customers are Amazon’s most loyal and according to Bezos most demanding customers.

Personalization 68

Personalization Customer Service Technology Customer Experience 68

Call Center Weekly

APRIL 23, 2018

By Lori L Dees I work for a local dental society, as the Exhibits and Foundation Manager. We receive many offers of products and services from a variety of companies. Most are looking to increase brand awareness, but the few successful business affiliations seem to stem from a mutual respect and partnership beneficial to the both of us. We can purchase products from any number of suppliers, but we always go back to one.

Coaching 120

Coaching Feedback Customer Service Management 120

Customer Service Life

APRIL 23, 2018

Guilty as charged. I’m guilty of it myself. While I love working in customer service, I admit, I’ve done it. Done what, you ask? I’ve worn the honorable badge of hours worked. . I was caught up in the swirl of “the more I work, the more worthy I am” The more valuable I am. The more people I can help. The more I can lead my team.

Coaching 104

Coaching Personalization Customer Service Contact Center 104

Callminer

APRIL 23, 2018

No matter what industry you serve, one thing is certain; call centers can’t deliver a positive customer experience without the right agents in place.

Call Center 207

Call Center Customer Experience 207

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

ShepHyken

APRIL 27, 2018

This week we feature an article by Seema Nair who writes about the importance of tailoring your e-commerce site to give your customers the best experience. The best customer service is invisible. It just happens. – Shep Hyken. Building an e-commerce site is just the first step of a successful e-commerce journey. An e-commerce site always needs to be tweaked and fine-tuned to align with ever-evolving business needs and customer expectations.

Enterprise 204

Enterprise Feedback Personalization Sales 204

Contact Center Pipeline

APRIL 25, 2018

Without ever seeing our logo, you can tell you’re visiting a TELUS International site by the beautiful mosaic of colorful handprints that adorn our walls. More than simply a quirky decor element, each handprint represents a team member who participated in a TELUS Days of Giving activity. These annual volunteer days where hundreds, and sometimes […].

Contact Center 189

Contact Center Call Center 189

Callminer

APRIL 26, 2018

Every year post-holiday analysis shows there are some significant challenges at play in the retail sector and it will most likely continue in the same vein with cost pressures intensifying.

Self service 182

Self service 182

ShepHyken

APRIL 23, 2018

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. The Secret To Superior Customer Experience by Denise Lee Yohn. (Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX).

Customer Service 198

Customer Service Employee engagement Personalization CRM 198

Beyond Philosophy

APRIL 27, 2018

Colin Shaw and Professor Ryan Hamilton discuss how customers make complex decisions, even when they don’t really understand what they are doing or how they can make a decision. Find out what you can do to understand this and what you can do to design a great customer experience. The post How Do Customers Make Complex Decisions? appeared first on.

Customer Experience 150

Customer Experience 150

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Call Center Weekly

APRIL 27, 2018

By Sean Hawkins On a daily basis, call center managers are inundated with data, decisions, escalations and reports. If all goes well, service levels have been met, CSAT or NPS will be satisfactory and you may actually have time to take an uninterrupted lunch. Such is the life of the contact center manager. At the end of the week, month or quarter, we review performance levels and take pride in the success of our centers.

Government 120

Government Metrics Call Center Contact Center 120

Contact Center Pipeline

APRIL 24, 2018

I’m pretty sure, regardless of the size of your center or company, you seek to deliver a great customer experience. And I’m willing to bet your customers have a choice of channels. Unfortunately, I’m almost nearly as confident that your customers sometimes feel pain from their inability to easily cross channels and achieve the coveted […].

Technology 113

Technology Customer Experience CRM Contact Center 113

ShepHyken

APRIL 25, 2018

There are many great customer service stories that can serve as a template for how to handle a problem. I always fall back on my five-step service recovery process to handle all complaints and problems. For those that haven’t been following, the five-steps are: 1) Acknowledge the problem and thank the customer for bringing it to your attention. 2) Apologize for the problem. 3) Fix it or discuss the resolution. 4) Have an attitude of ownership. 5) Act with urgency.

Customer Service 157

Customer Service Management Sales Personalization 157

TechSee

APRIL 24, 2018

What is unboxing and why is it an important focus for brands? Product unboxing goes way beyond the simple act of unpacking a new device. It is an integral part of the installation, activation and operation of a newly purchased electronic device. With a growing number of DIY enthusiasts purchasing consumer electronics, this type of hands-on guidance is in high demand.

Self service 116

Self service Call Center Surveys Customer emotions 116

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

HGS

APRIL 24, 2018

What Is Good Customer Service? Start with Answers to 5 Questions. By Joanne Morrison, HGS Head of North American Marketing. The road to optimized customer experience is a long and winding journey, and you may find yourself often asking, “Are we there yet?” As indicated by research, don’t be blinded by the rush to get to that last stop. In other words, do you think your company’s customer service is better than it really is?

Customer Service 100

Customer Service Average Handle Time Self service Benchmark 100

Contact Center Pipeline

APRIL 27, 2018

Employee turnover is currently high across sectors and is expected to continue to rise throughout 2018. It comes as no surprise then that two of the most-read blog posts in April were about how to deal with contact center agent turnover. Other top topics included insights on how to answer the toughest interview question (i.e., […].

Contact Center 100

Contact Center Engineering Call Center 100

Peter Lavers

APRIL 25, 2018

The Net Promoter System / Score (NPS) has generated much debate over the years regarding its efficacy as the ‘only question’ that needs to be asked in Voice of Customer (VoC) research. Our friends at Lumoa asked 30 CX experts if they would recommend NPS to their clients, and the resulting report is fascinating. WCL Customer Management founder Peter Lavers was one of these contributors, who were asked the same two questions : 1.

Management 100

Management Customer Experience 100

Customer Guru

APRIL 24, 2018

What should customers do to claim great customer experience from any business? All this while we have been talking about how companies can improve customer experience. I believe customers play an important role in ensuring they have a great experience; after all, they are the most important stakeholder in it. Organisations expend substantial efforts to deliver and improve exceptional customer experience.

Customer Experience 103

Customer Experience Feedback Banking Service level 103

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!

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Fonolo

APRIL 24, 2018

It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. A new pricing model, based on pure consumption, seems to be emerging. A new privacy regulation (GDPR) has multiple impacts on call centers that operate in, or provide service to, Europe.

Contact Center 99

Contact Center Call Center Self service Surveys 99

Return Customer

APRIL 25, 2018

Companies are always looking for new ways to streamline their customer support department efforts. This doesn’t strike us as a surprise. Markets worldwide are becoming more volatile and saturated as we speak, and providing excellent customer support is important for business success. In order to keep customers returning and keep that competitive edge, businesses have to use the latest software to deliver profound care.

Automatic Callback 94

Automatic Callback Customer Service Self service Customer Support 94

The Northridge Group

APRIL 26, 2018

Telecom invoices are very confusing for many consumers. Everyone appreciates the convenience and features that smartphones offer, but understanding charges incurred for voice, data and messaging is another matter. Family plans offer cost savings, but they can also make phone bills more cumbersome and confusing.

Telecommunications 91

Telecommunications Technology Management 91

Aspect

APRIL 24, 2018

A generation or two ago, it was not unusual for workers to spend their entire careers at just two or three employers. Not anymore. “Secure employment” has become an oxymoron. Economists are now talking about the “Gig Economy” where workers become Independent contractors that sell their skills on an opportunistic basis. Harvard’s Lawrence Katz and Princeton’s Alan Krueger reported that those engaged in contract work now constitute about 16% of the American labor force, up from 10% a decade ear

Contact Center 82

Contact Center outsourcing Self service Service level 82

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

Fonolo

APRIL 26, 2018

I read countless articles on how to reduce stress in the call center and often wonder, “why is the contact center environment so traumatic?” Well, there are a few reasons for this. The first is quite obvious: Most call center horror stories feature an angry customer, venting their frustration about a faulty product or terrible service. Dealing with angry customers is difficult!

Call Center 83

Call Center Average Handle Time Contact Center Surveys 83

Customer Experience Matters

APRIL 26, 2018

Do you want to examine experiences through the eyes of your customers? I’m happy to announce that we’ve just released online training to help you use on of our tools, the SLICE-B Experience Review Guide. We’ve used it in our research and consulting, taught it within some of our workshops, and now we’ve made it even easier for people to use on their own.

Consulting 83

Consulting Consulting Customer Experience 83

Amity

APRIL 25, 2018

While being in early stages of the product-market journey are extremely exciting; measuring and understanding where things are working can also be just as nerve-wracking. You need to be able to detect where you’re succeeding right from the very start and where they need to change. It’s good to be in a beta because you can design the overall experience from the very beginning to push activation.

Metrics 75

Metrics Marketing 75

Customer Service Life

APRIL 27, 2018

This article was first published on the FCR blog on April 6, 2018. Click here to read the original. As contact center leaders we’re often lightning rods for the latest, greatest technology on the market. While it’s fun fun to see what’s new, it can be a challenge to find the time in our busy schedules to attend a lot of demos. Good news! Our Emerging Technologies Team at FCR is constantly looking for the latest in technology that can benefit our teams, and it’s our pleasure to share some of the

Contact Center 68

Contact Center Upselling CRM Feedback 68

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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

Quadient

APRIL 24, 2018

Think about your enterprise and how you might have a bigger impact in your market today. If you were to change one major item about your offering to market, to better compete and grow your market share, what would it be? More diverse product offerings, cloud-based delivery models, lower prices, a faster supply chain?

Customer Experience 76

Customer Experience Enterprise Marketing 76

Pointillist

APRIL 26, 2018

By Swati Sahai. As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. Around one in three respondents highlight a lack of single customer view and real-time customer insights as something holding them back from CX optimization , making it the most frequently experienced customer experience challenge.

Customer Experience 72

Customer Experience Analytics Customer centricity Accountability 72

OctopusTech

APRIL 25, 2018

Gone are the days when the consumers expect support after they had purchased the product. Today, in the age of social networking, customers expect companies to offer their support long before they have made their mind to purchase and way after they have made that purchase. Nowadays, customer service is not just a stand-alone process but an essential part of the entire buying cycle.

Customer Support 67

Customer Support Sales Customer Service Marketing 67