Sat.Oct 26, 2019 - Fri.Nov 01, 2019

Transactional Vs Relationship Customer feedback: Are you using the right one?

Genroe

From the first day of primary (or grade) school most of us compete. I bet I can beat you to the fence/jump higher than you/hold my breath longer than you. It doesn’t matter what the event; we’re ready to see who wins.

How Embracing Digital Customer Service Can Create Brand Advocates

Contact Center Pipeline

Rapid swings in consumer brand loyalty is one of the most significant consequences of the digital-first era in customer service, where customer-brand conversations are no longer only one-to-one phone calls but also include public and private messages on dozens of social and digital messaging apps.

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Why AI is the Future of Cloud Contact Centre Technology

Connect Managed

Contact centres have always been challenging environments that involve high workloads and high volumes of data. The challenge is often arming the contact centre with sufficient resources and empowering agents to deliver an excellent customer experience. Contact Centre "AI" Cloud

Four Reasons Why You Should Invest in Customer Education

CSM Magazine

In a world powered by innovation, the need for customer education cannot be overlooked. However, in the modern business scenario, few organizations give customer education the importance it deserves.

The 2020 Community Trends Webinar Series

Speaker: Vanilla Forums

Is your community program up to the standards of 2020? Save your seat for this webinar series, and don't miss your chance hear from five of Vanilla Forums' community experts as they respond to your pressing questions and dive into some of the biggest community trends identified for 2020!

Give Recognition Where It’s Due

ShepHyken

There are some pretty important people in your organization, and I bet many of them don’t know just how important they are. Most likely, they aren’t getting the recognition they deserve. I was talking about this concept with my friend, Kent Higginbotham, and he shared a perfect example of this.

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Halloween Horrors: Monsters that Cause Call Center Attrition

TechSee

The nights are drawing in and there’s a chill in the air. Ancient folk memories of evil spirits start to surface. Magic and mischief reign. It’s Halloween.

Top 5 Posts in October

Contact Center Pipeline

Happy Halloween! We have plenty of treats in store for Pipeline readers with this collection of articles offering vital intelligence on industry trends, strategic leadership insights and practical advice for managing your contact center. Welcome to our Top 5 most-read blog posts in October!

Amazing Business Radio: Blake Morgan

ShepHyken

Companies with a Soul are the Future of Customer Experience. Understanding Companies and Customers of the Future. Shep Hyken interviews Blake Morgan.

Are We Talking Ourselves Into A Recession?

Beyond Philosophy

Are We Talking Ourselves Into a Recession. You hear it all the time on financial media. “Consumer Confidence is low.” ” It describes how people think that something terrible is going to happen to the economy, and it affects their spending behavior.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

5 Steps Toward a Successful Self-Service Strategy

TechSee

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019.

Contact Center Metrics Roundup

Contact Center Pipeline

The contact center’s data-intensive environment with its multitude of metrics can make it all too easy to fall into a “managing by metrics” mindset. But to quote sociologist William Bruce Cameron: “Not everything that can be counted counts, and not everything that counts can be counted.”

5 Top Customer Service Articles for the Week of October 28, 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.

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Predictions 2020: AI Shakes Up Customer Service Workforce And Operations

Ian Jacobs

AI will change how organizations staff, run, and manage their customer service teams. Read Forrester's 2020 customer service predictions to learn more. age of the customer customer engagement customer service solutions prediction promoted

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Embracing Change

Cyara

Change -- it is a word I hear everyday in my role here at Cyara as a customer success manager. Change excites me. It used to scare me, but I have learned that if you can’t embrace change in technology then your business will not survive.

Customer Feedback is a Gift Your Business Can’t Live Without

Steve DiGioia

If you’re having a bad experience in a restaurant and decide to never return, do you tell the manager? Or do you just leave and commit to never going back? If your clothes are seldom ready when promised by your dry cleaner, do you tell him why you’ve decided to go elsewhere? Or do you just find another cleaner? If the company you purchased a product from makes it difficult to return it without you jumping through hoops, do you make a complaint or vow to never buy from them again?

How to Use Customer Journey Mapping for Impressive Customer Experience?

ShepHyken

This week we feature an article by Linda Taylor who writes about the importance of customer journey mapping in every organization in order to improve the customer experience. Customer Journey Mapping is a pictorial representation of the path a customer follows after coming in contact with a company.

The Greatest Avenger of the CX Universe

CX Accelerator

Whether you know it or not, a battle rages in the universe between companies with incredible customer experiences and everyone else. Furthermore, so many companies are paying lip service to great customer experience but not walking the walk. You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe. Which Avenger would you hire and why?

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Are your sales training efforts keeping up with customer expectations?

Integrity Solutions

Sales leaders need to reevaluate what an effective approach to sales onboarding really looks like.

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How to Define Customer Satisfaction and Measure it

GetFeedback

Defining customer satisfaction is not easy. On the surface, you think you know what it means to have a satisfied customer. However, if you dig a little deeper, it would be difficult to say, emphatically, what makes them satisfied. . Think about gyms.

Five Tips for Building a Customer Success Team

Totango

In the customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way.

Ramping up for the busy holiday season

TRUSTID

With the holidays just around the corner, the one thing that contact centers can expect is an uptick in just about everything they do.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Taylor Reach Welcomes CX and Contact Center Industry Leader Steve Edmondson as Strategic Partner and Consultant

Taylor Reach Group

Industry-leading Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc. TRG), is continuing its forward momentum and growth with the addition of strategic partner and consultant, Steve Edmondson.

What is Cloud Telephony: Benefits, Risks, and Reasons To Use

CrazyCall

Over 111 new businesses open each hour. At the same time, about 97 businesses close. In today’s highly competitive business world, communication plays a crucial role: organizations need to communicate with their clients regularly.

Gainsight migrates their community to inSided!

inSided

Exciting times! We are absolutely delighted to announce that Gainsight—world leaders in Customer Success (CS)—have migrated their buzzing customer community to the inSided platform.

5 Things Guru Public Cards Can Replace

Guru

Guru is excited to announce that Public Cards are here to solve all of your problems—ok, maybe not all of them, but definitely a few key ones. We have some ideas for how you and your team can best leverage Public Cards, including: Reference Lists. Post-Webinar/Event Follow-Up Emails.

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.

Press Release: Leading BPO reaches out to CX and Contact Center consulting firm for assistance in improving agent retention

Taylor Reach Group

Taylor Reach Group, Inc., an internationally acknowledged and leading CX and Contact Center consulting firm, announced today that they have been engaged to assess the BPO operational practices and policies with a view to improving agent retention.

Brand Spotlight: How Glossier Uses Customer Service to Perpetuate its Business

Fonolo

If there is one modern day company that is re-inventing the ropes of customer experience, it’s Glossier. Having completely shattered the standards of how to run a beauty business, Glossier continues to be the fastest growing beauty company that is predominantly focused on e-commerce.

What is Customer Satisfaction Score (CSAT) and How is it Measured?

Advantage Communications

Today’s business world is highly competitive. No matter what industry your business is in, or whether it’s a start-up or enterprise , it’s highly likely that you will be competing with a large number of companies selling similar products or services.