Sat.Sep 04, 2021 - Fri.Sep 10, 2021

article thumbnail

Can data help assess customer vulnerability and affordability? Yes. Here’s why

Callminer

Ahead of his session at the Online Collections Technology Think Tank 2.1 on September 16, Frank Sherlock shares his thoughts on using data to identify vulnerable customers and assess affordability.

article thumbnail

The Hidden Messages That Are Killing Your Culture Without You Knowing

Beyond Philosophy

If you are like most companies, you probably think that you put the customer at the center of everything you do. But do you? There are some critical things that the most customer centric companies do differently than the average company. It requires a mindset that understands the essential nature of it and then a consistent approach to applying it in all the areas of the company, from how you recruit talent and empower employees to how you prioritize customers in your team meetings.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Beyond Remote Support: 5 Ways Your Organization can use Visual Assistance

TechSee

When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center. However, Visual Assistance can deliver value to many other use cases, all of which can help your organization save time and money and improve both the employee and customer experience.

article thumbnail

You’re Terminated: Three Reasons Customers Will Stop Doing Business with You

ShepHyken

One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. Yes, the word terminate ties into the movie Terminator , which somehow became a theme in the background of the book. So, why would a customer terminate his or her relationship with you?

article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

article thumbnail

Coaching sales interactions takes more than experience – it takes the right technology

Callminer

Sales leaders need to evolve with technology. Rick Britt, CallMiner's VP of AI, shares why it’s time to change the game and start moving the needle using technology like sales conversation analytics.

Sales 182

More Trending

article thumbnail

How to Create a Call Center IVR Script

Fonolo

When customers call your customer service line, greeting them with a friendly and easy-to-navigate interactive voice response system is a standard in call center software. This is often the first stage in a customer service journey, so making your welcome greeting and routing accessible and intuitive is a key aspect to your call center functionality.

article thumbnail

Guest Post: Customer Experience: Expectation vs. Reality

ShepHyken

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. They count on meaningful interactions with service professionals who make them feel valued.

article thumbnail

The Best Way to Train and Guide Agents to Success

Call Design

There is no better gauge as to the importance of customer experience when engaging with a brand’s contact centre than the millions of social media complaints that consumers have about their experience. If agents don’t have proper training and tools, they are not only unable to do their jobs, but may be damaging your brand. 10 ways to really kick goals and create agent success include: Create a Plan.

article thumbnail

Why Training Programs Fail and How to Avoid It Happening to You

Contact Center Pipeline

We considered starting this article like this: “Two grizzled training veterans walk into a bar…” but that’s not exactly how it happened. We are experienced (not grizzled) training consultants. We’ve never met in a bar, but that could happen someday! We have, however, met in professional circles, and we’re big fans of each other’s work. […].

article thumbnail

The Open CCaaS Advantage Report

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.

article thumbnail

How to Measure and Improve Your NPS Score with Agent Engagement

SharpenCX

There are dozens of ways to measure your customers’ satisfaction. But, one metric steps beyond just measuring satisfaction. Your customer Net Promoter Score builds the foundation to help you measure customer advocacy, too. Undeniably, customer advocacy helps you win more customers. Nearly 90% of customers trust recommendations from their peers when making a buying decision.

article thumbnail

5 Key Factors for Driving Environmental Sustainability Success

Concentrix

Discover the top takeaways from our Environmental Sustainability Roundtable discussion with some of the world’s top brands. The post 5 Key Factors for Driving Environmental Sustainability Success appeared first on Concentrix.

118
118
article thumbnail

How to Measure Customer Service Quality: Methods & Tools

Help Scout

Just because a customer clicked a smiley face in your post-service feedback survey does not mean you gave them high-quality service. They might love the product, and your service is just okay enough not to make a difference. Or they might be very happy with an answer, not knowing you’ve given them incomplete or out-of-date information.

article thumbnail

Make Diversity & Inclusion an Essential Contact Center KPI

Contact Center Pipeline

Like most contact center leaders, I like data. Give me cold, hard facts and figures and I’m able to build strategies and implement processes to improve those numbers. Everyone in the contact center industry is accustomed to looking at numbers associated with cost per acquisition, connection rate and lead conversion rate. We track these key […].

article thumbnail

SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

article thumbnail

How to Create a Customer Service Strategy That Drives Business Growth

Fonolo

As a call center leader, you have one main goal — to grow your long-term customer base. To do that, you need to keep your customers happy. Call center performance is heavily weighed on customer satisfaction; so, the importance of a customer service strategy is undeniable. READ THE FULL GUIDE: Creating a Customer Service Strategy That Drives Business Growth.

article thumbnail

Lessons from The Overlook: 5 things vacation rental guests should know

Toister Performance Solutions

Note: Lessons from The Overlook is a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. My wife, Sally, and I own a vacation rental cabin called The Overlook Idyllwild.

article thumbnail

Moving to the cloud – 5 tips for a winning strategy

Eptica

Date: Monday, September 6, 2021 Author: Pauline Ashenden - Demand Generation Manager Moving to the cloud – 5 tips for a winning strategy. Published on: September 06, 2021. Author: Pauline Ashenden - Demand Generation Manager More and more contact centres are recognising the benefits of adopting cloud technologies or moving their entire infrastructure into the cloud.

article thumbnail

Understanding the role of artificial intelligence in conversation analytics

Tethr

Here at Tethr, we did the original research around effort reduction, artificial intelligence, and conversation analytics nearly ten years ago. A lot has changed since then, and the discussion around the intersection of effort and AI has evolved well beyond the wildest dreams of anyone involved in those original studies. Today, we’ll be taking a more technical look into the role of artificial intelligence in conversation analytics, and how we use AI to derive insights from your customer conversat

Analytics 100
article thumbnail

Contact Center Dialers Demystified

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.

article thumbnail

A Helpful Guide to Support Enablement

Nicereply

When done well, support enablement will result in happier employees, happier customers, and a more polished product. We often hear a lot about sales enablement, which is the process and practice of ensuring sales teams have the right information and tools to help them sell more effectively. But support enablement is equally important, and it’s often overlooked.

Sales 100
article thumbnail

Must-Have Customer Experience Management Skills for CX Professionals

Lumoa

Customer Experience is evolving. The barrier to entry is lower than ever, and new competitors are entering the market every day. To keep pace and make sure your products deliver value, you need to be continually listening for customer input. Sharpening your customer experience skills will help you stay ahead of your competitors. The Next Generation of CEM Today, product and service changes are typically driven by interviewing key clients, running surveys, or hosting customer advisory meetings.

article thumbnail

How emotional intelligence can help you cope with Christmas

Eptica

Date: Friday, September 10, 2021 Author: Pauline Ashenden - Demand Generation Manager How emotional intelligence can help you cope with Christmas. Published on: September 10, 2021. Author: Pauline Ashenden - Demand Generation Manager As we approach the peak Christmas season, agents need to be ready for the extra stress that higher demand, and potentially grumpier customers, bring.

Marketing 104
article thumbnail

Should I Add Email to my Telemarketing Strategy?

Quality Contact Solutions

Regardless of how you feel about telemarketing, the? results speak for themselves. Telemarketing is relevant and very effective. However, that doesn’t mean that telemarketing as a stand-alone tactic works for every business.? Using different communication channels increases engagement with your targeted audience regarding business-to-business (B2B) sales and marketing.

article thumbnail

Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

article thumbnail

Magento Chatbot: How to Create and Add to Your Store.

kommunicate

Magento is an eCommerce platform built on open source technology that provides online merchants with a flexible shopping cart system and control over the look, content, and functionality of their online store. Magento offers powerful marketing, search engine optimization, and catalog-management tools. Advantages of Magento: Versatile content management Mobile-friendly configuration Advanced search engine optimization Powerful [.].

article thumbnail

What is Customer Journey Mapping?

Babelforce

Customer journey mapping is one of those phrases that everyone has heard. Even if you’re not involved in creating journey maps, you probably know the team within your business that is. Likewise, you probably have some notion of what a customer journey map is. But when you try to picture one… it’s a slippery notion, right? Well, you’re in the right place.

article thumbnail

Reduce Churn: Craft Customer Success Compensation Plans That Attract Top Tier Talent

ChurnZero

There are several different models of compensation plans , but not all can be guaranteed to produce the same results for your organization. We’ve found that, when looking to build a strong team of Customer Success Managers (CSMs), an incentive compensation plan , otherwise called a variable compensation plan , produces the best results. Not only does it motivate employees, but it helps them learn how their work affects the company’s performance, understand how they impact profits, and usually in

Metrics 97
article thumbnail

“Digital First” Means Customer First

The Northridge Group

It’s a fundamental shift in the way we do business: These days, most customers encounter a brand or business online before they encounter it in real life. The first digital interaction a potential customer has with a company (online or by app) can make or break the company’s potential relationship with the customer, and this trend has been amplified by the COVID-19 pandemic.

article thumbnail

ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

article thumbnail

The quest for comparison: Measuring your customer effort score against the competition

Tethr

If you’re like us, you’re dedicated to being the best at what you do. Customer effort? Reduced. Sales quotas? Crushed. An annual office chili cook-off? Bring it on. There’s no mountain the driven among us won’t climb. But for dedicated effort aficionados, that competitive urge often gets lost in (what feels like) the relativity of customer experience management.

article thumbnail

Top 10 trends shaping the future of Customer Success in 2021

CustomerSuccessBox

Change is the only constant in life. The pandemic has taught us to expect the unexpected and adapt to survive. In fact, we were not given any warning or time to adapt. Million of companies around the world were forced to go into perpetual ”expect the unexpected” but have adapted to the unprecedented change and how beautifully they’ve done. COVID coerced many of us into a myopic mindset- questioning ourselves and feeling depressed about setbacks.

article thumbnail

3 In-Person Conferences to Attend Before 2021 Ends

ChurnZero

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. Today, the industry is starting to meet face-to-face again as vaccines are being distributed across the country. In response, some organizations have slatted in-person events for the tail end of 2021. .