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.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

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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When It Comes To CX, Sweat The Small Stuff

Beyond Philosophy

In our customer experience consultancy, clients tell us customers make decisions based on price or features. However, in our research, we never find price or features are the most important things.

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.

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.”

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.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

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?”.

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?

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.

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.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

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.

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.

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.

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.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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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3 Ways to Provide Success When Handling Rude Customer Interactions

inContact

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.

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.”

7 Unexpected Benefits of Call Recordings

CrazyCall

Any time you call customer service or get a sales call you can hear the same phrase. “To improve quality of our calls/for security purposes/for training purposes this call will be recorded.”

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Why Use Help Desk Software A Question Every Business Should Figure

ProProfs Blog

You have heard the phrase “ worth their weight in gold ” , haven’t you? Why do you think it exists? Gold has a strong universal appeal. It is bright, shiny and rich in its color. There’s something to the way it looks that makes us want to have a piece of it.

3 Key Takeaways from My First Two Years as a Customer Success Manager

ClientSuccess

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients.

10 things I learned at the C.A.R.E. Conference

Customercount

I had the pleasure of attending the Cooperative Association of Resort Exchangers (C.A.R.E.) conference this week in my hometown of Indianapolis. I came away with 10 distinct impressions. Continue reading → The post 10 things I learned at the C.A.R.E. Conference appeared first on CustomerCount.

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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.

How to Improve Customer Experience in an Era of Choice

Customer experience is quickly becoming the de facto differentiator between successful businesses and the ones that fail. Download this ebook to learn how some of the largest companies in the world are driving better customer experiences.

Life's A Breach Pt 2: Let's Get Physical.Security

24-7 InTouch

Not only are consumers becoming more aware of data security and when they are giving away their personal information, but they are also starting to avoid or altogether boycott brands if they feel their data is unsafe with them.

Industry Standards and Beyond: Translation Methods and Tools

Voiance

In previous translation-industry-themed blog posts ( one and two ), we covered the standard qualifications for providers and translator vetting in the industry.

Why You Need to Understand the Voice of the Customer

Customercount

It is the bad idea that causes me to be reminded that we should not talk to ourselves – we should be better listeners. We should be listening to the voice of the customer. Continue reading → The post Why You Need to Understand the Voice of the Customer appeared first on CustomerCount.

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