Sat.May 04, 2019 - Fri.May 10, 2019

Journey Mapping in the Contact Center: 6 Insights to Maximize the Value

Customer Service Life

This article was originally published on CustomerThink on February 28, 2019. Click here to read the original post. I’ve recently been collaborating with my colleagues to improve customer satisfaction for one of our clients.

How to Use Decision Trees for more Efficient Customer Service

Unymira

Managing internal information and projects has become increasingly complex. This is particularly challenging when handling multiple customer service channels, applications and agent turnover. Complexity makes consistency and accuracy difficult. Knowledge Base Customer Service Knowledge Management

Don’t Allow for Absenteeism in your Contact Center any Longer: Six Strategies for Better Workplace Engagement

SharpenCX

It only takes one late agent or a few no-shows for your contact center to go haywire. Phones are ringing constantly. Your inbox is full. Live chat and phone queues are getting longer and longer. When your agents answer, customers. Read More. The post Don’t Allow for Absenteeism in your Contact Center any Longer: Six Strategies for Better Workplace Engagement appeared first on Sharpen Contact Center Software. Agent Experience

4 Brands Providing Amazing Customer Service with Social Media

Fonolo

While call centers continue to be a crucial component to a company’s customer service strategy, digital avenues are also becoming increasingly popular.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

What’s Your Customer’s Panic Question?

Myra Golden Media

After six weeks in the hospital, we got the news that Dad would be released and that he would go to a rehab center eight miles away. Mom called me frantic, “He’s so weak, I have no idea how I’ll get your dad into the car to take him to rehab.”.

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Don’t Be Lazy – Go the Extra… Inch!

ShepHyken

The other night my wife and I met three other couples for dinner at a nice restaurant. The food was great, but the service ended on a sour note. Our server got lazy.

Getting Off to a Flying Start… Or Are You?

Contact Center Pipeline

The idiom “off to a flying start” is defined as “a start or beginning of anything, as characterized by the participant’s vigor and enthusiasm.”

3 Steps to Reducing Stress and Escalations With Customer Service Teams

Myra Golden Media

Back in my call center days, I paid a consultant a wad to tell me to, “Give your employees time after each call to debrief with their co-workers, and create a culture where they can turn to each other for advice and guidance for how to navigate a tough call.”

Emotions Drive Spending, But Do You Know Which Ones Drive the Most?

Beyond Philosophy

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. It was a tough audience. One of the guys asked, “How much money are we going to get back by doing this?”.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Because self-service emergence is increasing, the need to assess the amount of support being given to our customer service reps is more important than ever before. Is there a way to find the right balance between self-service and support?

Guest Blog: What is Outsourced Customer Support and Why Do You Need it

ShepHyken

This week we feature an article by Costi Teleman who writes about the importance of excellent customer support and what to look for when outsourcing your support team.

Managing Attrition in a Strong Economy

Contact Center Pipeline

According to the Bureau of Labor Statistics, the current unemployment rate is the lowest in 48 years. When the economy is strong and contact center jobs are plentiful, retaining your top talent can become a daunting task.

Enterprise Chat Software: Understanding its Role & Benefits to Boost Your Business

ProProfs Blog

You must have noticed some of your visitors leave the website without making a purchase. Ever wondered what leads to such a result? Even with the perfect marketing strategy in place, you get visitors on the website. But what about engagement?

Are You Managing This Key Driver of Poor Experience?

Beyond Philosophy

We don’t like uncertainty. It affects our lives in many ways, and especially as customers. Consider the fact that we buy insurance. We purchase peace of mind that we are covered if something unlikely (and terrible) happens.

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

5 Top Customer Service Articles for the Week of May 6, 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.

Let’s Chat About Chatbots

Contact Center Pipeline

Those chatbots that pop up on websites, apps or social media platforms may mimic human interaction, but they aren’t there to replace humans. When used correctly, they provide a helping hand so human agents can focus on what they do best, i.e., solve complex issues.

Survey: NFF returns of electronic devices can be prevented

TechSee

More consumers than ever are sending back fully functioning electronic products. This No Fault Found phenomenon is costing companies a fortune – how can they address the issue of NFF returns? Sara Turner was looking forward to receiving her new espresso machine.

An Article On Customer Experience That Actually Makes Sense

GetFeedback

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Amazing Business Radio: Karen Jaw-Madson

ShepHyken

Culture Your Culture. Making Customers the Focus of Your Company and its Culture. Shep Hyken interviews Karen Jaw-Madson. They discuss her company, Design for Work Experience; her book, Culture Your Culture ; and the most effective work cultures for customer service.

The Intuitive Customer by Colin Shaw and Ryan Hamilton (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at The Intuitive Customer by Colin Shaw and Ryan Hamilton. Check out the video below to hear Adam’s one win that you can take away from The Intuitive Customer to improve your organization’s customer experience and customer service.

Top 12 Qualities to Look for in an Outsourced Contact Center Partner

Transparent BPO

Finding a quality, affordable outsourced contact center partner can be hard. There are many factors to consider, including site location, company culture, the technology in use, price, quality, and more. Certainly, you want to find the partner that is the right fit for your business needs.

What is More Important: A Good Product or a Good After-Sales Service?

GetFeedback

Imagine your old phone broke down and now you need a new one. You want to treat yourself by buying the latest model of a super popular brand. So, you don’t mind spending a larger amount of money and you buy it.

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Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

Ansafone recognized as Outsourcing Partner of the Year

Ansafone

PRESS RELEASE Ansafone Wins 2019 Excellence in Customer Service Award Ocala, FL —May 7, 2019—Ansafone announced today that it has been named a winner in the 2019 Excellence in Customer Service Award presented by Business Intelligence Group.

What Is Inbound Sales and How Can You Benefit From It?

CrazyCall

A buyer’s behavior together with sales techniques and processes have evolved significantly. Nowadays, most B2B customers make the decision about their purchase even before a sale rep contacts them. The aim of sales reps is to assist leads in their journey.

How Customer Experience Differently Affected B2B and B2C?

OctopusTech

Customers these days have high expectations and it impacts your customer experience management. Somewhere your business design is matter in this case. As if you are dealing in B2B your marketing methods are different and when you deal with a customer, the method you used is different.

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New Research: Customer Service Trends and Best Practices

GetFeedback

Customer service is undoubtedly a key player in any company’s customer experience (CX) program. It’s the necessary companion to a great product or service —in fact, 80% of customers say that the experience a company provides is as important as its products or services.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

How to Measure and Improve Customer Retention

Lumoa

What is Customer Retention is and how can you improve it? We share the best tips on how to improve Customer Retention and tell you more about other relating KPI:s you can use. Feed generated with FetchRSS

Are Your Hours of Operation Appropriate?

Taylor Reach Group

By Colin Taylor. I asked a client recently how they had determined their contact center hours of operation. After a long pause they replied “I don’t know.” ” Many organizations don’t think too much about their hours of operations, or HOOPs; they are just a fact of life.

3 Ways to Provide Success When Handling Rude Customer Interactions

NICE Systems

As I searched for ways to discipline my accident-prone, very determined, yet very sensitive and sometimes diva-like 5-year-old daughter, I had a revelation: Dealing with rude customers in the contact center can be similar to this challenge. As customers get more frustrated — whether it’s a product not working correctly, not reaching resolution, or any number of triggers — logic seems to exit the building. Emotions rise, and customers eventually want one thing: gratification.