Steve DiGioia
AUGUST 16, 2021
Who cares what your employees say! The opinions of your employees don’t matter. Really. They don’t. You prove this each day by your actions. You continue to leave them in the dark about upcoming actions and decisions that affect them. You do little to address their concerns. Now, they question you. They’re losing faith in you. They don’t believe in your leadership.
Brad Cleveland Blog
AUGUST 19, 2021
You’ve likely seen the signs posted in retail and restaurants: “Please be patient with our team.” You’ve probably heard similar delay announcements when contacting organizations: “Due to unusually heavy demand… “ Supply and production issues are, as Carrington York put it in a recent LinkedIn News story, “flipping the U.S. economy on its head.
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Beyond Philosophy
AUGUST 19, 2021
My podcast partner, Professor Ryan Hamilton of Emory University, and I were honored to celebrate our 200th podcast , The Intuitive Customer. To mark the occasion, we each chose three of the best episodes from the first 200. Here are our picks and the key things we learned from each. Colin’s Picks: How Apple Uses Psychology To Construct An Outstanding Experience.
ShepHyken
AUGUST 18, 2021
I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. One of the questions had to do with creating a personalized experience. . We asked customers to rate various customer service experiences on a scale of one to five, in which a score of one signified not important at all with five being very important.
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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.
TechSee
AUGUST 15, 2021
Product warranty management has become an area of focus for many manufacturers. When a product breaks or does not function properly, the OEM is typically liable for the repair, replacement, or refund of that item according to the terms of the warranty. Aside from the high direct costs involved, warranty claims incur significant indirect costs such as: . reduction of market share . decrease in customer satisfaction . lower levels of brand loyalty.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
AUGUST 14, 2021
We were excited to reach our 200 th Episode of the podcast! In this episode, we look back on six of our favorite podcasts from these first 200 episodes and what the key learning was from each of them. We want to thank our listeners for tuning in each week to hear our ramblings. We are proud of what we do, but it would be meaningless if it didn’t prove to be a useful resource for people.
ShepHyken
AUGUST 20, 2021
This week we feature an article by Ray?Blakney, CEO and co-founder of Live Lingua , a renowned online language learning platform. He writes about how companies can secure their current customers’ repeat business. Every entrepreneur knows how important repeat customer business is for the overall success of their enterprises. Rather than spending a ton of money on marketing to try to land new buyers, if you are able to secure loyal, lifelong customers, their repeat business will continually grow y
Contact Center Pipeline
AUGUST 19, 2021
I remember a friend of mine saying to me once that when he sees an ugly baby, he tries so hard to find some positive way to describe them to the parent. “Wow, your baby is so… sturdy!” or “Well, he is just… got such a great head of hair!” No one would EVER tell […].
Fonolo
AUGUST 17, 2021
To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. If your agents have polite, customer interactions — that’s great! But it’s not enough.
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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
SharpenCX
AUGUST 19, 2021
Step aside, Amazon. Shopify’s the new Goliath in commerce. The company’s built a best-in-class customer experience that’s ignited growth like rocket fuel. In a short, 15-year time span, Shopify’s shapeshifted into one of the world’s leading supporters of small businesses, now powering more than a million stores and generating more than $307 billion in annual economic impact across the globe. >> Download Now: A toolkit to align company leaders on your digital projects.
ShepHyken
AUGUST 17, 2021
The Uncommon Soft Skills That Make Up the Best Customer Service Representative. Creativity, Coordinating and Cognitive Flexibility. Shep Hyken interviews Greg Hanover, CEO at Liveops. They discuss the three most uncommon soft skills that make up the best customer service reps: Creativity, Coordinating with others, and Cognitive Flexibility. Top Takeaways: – What’s needed to deliver an excellent customer experience is creativity and problem-solving.
Contact Center Pipeline
AUGUST 17, 2021
Even before the global pandemic upended nearly everything we know about work and life, contact centers had been vulnerable to fraudsters for some time. Every time the phone rings, your agents must assess whether the caller is who they say they are, or whether someone aims to steal money, services or sensitive information. Today’s organizations […].
Fonolo
AUGUST 19, 2021
If you’ve ever experienced burnout, you know how catastrophic it is. Burnout is a mix of feeling exhausted, negative, and distant from your job all at once. It also results in reduced efficiency at work, which in turn affects a company’s customer satisfaction and profits. Unfortunately, burnout is quite common in the United States. Almost half of US workers report feeling burnt out sometimes , while another 23% report feeling burnt out often.
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.
Vistio
AUGUST 15, 2021
When your customers call your contact center, the process of delivering consistent, accurate, and efficient service should be simple.
ShepHyken
AUGUST 16, 2021
Each week I read many 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. 16 Great Customer Service Tips and Examples by Tom Coombe. (Small Business Trends) Customer service in the U.S. is a multi-billion dollar industry, one that’s growing all the time.
Contact Center Pipeline
AUGUST 18, 2021
I’ve always known that I must listen more than I speak when coaching an agent. However, when I first became a team lead, I was always thinking about my response while the other person was speaking. The conversation running in my head kept me from actively listening to what the agent was saying, and I […].
Taylor Reach Group
AUGUST 16, 2021
A major professional sports league with teams and venues in virtually every city in North America has selected The Taylor Reach Group to assess its contact center operations. Award-winning global contact center consultants and customer experience experts, The Taylor Reach Group, Inc. (TRG) have been enlisted to help the organization assess its customer experience operations.
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!
HelpCrunch
AUGUST 20, 2021
What do you usually associate with a system? A clear mechanism, perfection, or precision (choose all that apply). In the business world, for that matter, a system is something a brand would strive for at [ … ]. The post Knowledge Management System: Benefits, Types, and Examples appeared first on HelpCrunch blog.
Avoxi
AUGUST 17, 2021
Destinia Taps into New Markets & Strengthens Global Communications with AVOXI’s All-in-One Platform Destinia has seen exceptional growth in its reservations with AVOXI’s global communications platform after a tumultuous year amid the pandemic. Discover their success in new markets and strengthening international connections with customers all from one centralized platform.
Concentrix
AUGUST 18, 2021
Every organization strives to create a safe, accepting environment for employees, but you need enough insight to make meaningful change. The post Tips for Measuring DEI in the Workplace appeared first on Concentrix.
Totango
AUGUST 18, 2021
Freemium onboarding forms a critical stage in users’ path to becoming paying customers. The email sequences you use to onboard freemium users can directly determine whether they upgrade to premium buyers or they become inactive users. In this blog, we’ll cover what freemium onboarding email sequences are before we take a closer look at what types of emails go into successful onboarding campaigns.
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.
HelpCrunch
AUGUST 17, 2021
Problems themselves are not scary. What really makes our blood freeze is the lack of frameworks in mind of how to solve them. Lists, step-by-step instructions give us a roadmap to troubleshooting and reducing the [ … ]. The post 7 Customer Service Problem-Solving Techniques with Examples appeared first on HelpCrunch blog.
Advantage Communications
AUGUST 19, 2021
Reducing call center volume is key to successful customer service. Not only does it free up customer service agents to work on higher-value tasks, it presents an opportunity for your brand to provide customers with a more seamless way to connect with your organization.
Concentrix
AUGUST 20, 2021
Accolades presented in four categories. The post Concentrix Wins Brandon Hall Group Award appeared first on Concentrix.
ChurnZero
AUGUST 20, 2021
If you work in Customer Success, then you’ve likely experienced the challenges of customers reaching out to you for their support-related needs – whether it’s technical troubleshooting or resetting a password. When distinguishing between these two customer-facing functions , the customer may think: “eh, tomayto, tomahto.” Afterall, from the customer’s perspective, you’re still all the same company, right?
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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.
Expivia
AUGUST 18, 2021
Great interactions define the success of your customer engagement center. And one of the best technical ways to ensure that is to become an omnichannel contact center. If you’re not using this technology yet, find out why you should. And if you are, but you’re not getting the results you want, learn how to optimize your omnichannel contact center to reap all its benefits.
Advantage Communications
AUGUST 16, 2021
Customer service is far from easy. Your call center is likely struggling to keep up with an onslaught of customer queries. That’s why you need to find cost-effective and successful solutions that can help quickly resolve these large volumes of requests while still meeting your customers’ expectations for remarkable customer service.
Quality Contact Solutions
AUGUST 19, 2021
Like most industries, the insurance industry is not exempt from challenges. One of the core challenges is finding and retaining clients. Providing a world-class customer experience helps with retention, but what about new clients? Appointment setting services for insurance agents are a vital component of the customer acquisition strategy to keep agencies healthy and thriving.
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