Sat.Mar 23, 2019 - Fri.Mar 29, 2019

3 Strategies to Reduce Member Wait Times with Website Chat and SMS for Credit Unions

LiveVox

In a recent survey of 150+ credit union leaders, increasing member wait times was noted as the top member engagement challenge while SMS and website chat were selected as the most desirable new digital challenges.

Beyond customer effort score – Understanding and avoiding “chronic suck”

Tethr

How to Engage Gen Z in the Contact Center

BlueOcean

Quick, is Gen Z old enough to work yet? No checking Wikipedia…. Answer: Yes. While there is a bit of a gray area between where exactly Millennials stop and Gen Z starts, demographers pretty much agree that the starting birth years for Gen Z are in the late 90s.

All About the Feels? Why Emotion Plays a Critical Role in CX Success

Call Center Weekly

By Cohan Daley “Feel the feels”, “all about the feels”. Whether you love it or hate it, this phrase highlights a key point about digital communication.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Nobody Goes There Anymore… It’s Too Crowded

ShepHyken

The other day I was driving by a Chick-fil-A restaurant at lunchtime. I was blown away by how many people were in the drive-through lane. There had to be at least 20 cars. I thought to myself, “That’s a long line. You really have to love Chick-fil-A to brave that line at lunchtime.”.

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The First Step to De-escalating Is to Recognize The Customer’s Emotional Reaction

Myra Golden Media

Let me ask you something. If you’re pissed off at your partner, and you’re yelling, maybe even cursing, and in response they say… nothing. How do you react? Do you calm down? Or does their silence make you more intense? I talk more. Louder. My attitude gets fierce.

CX Specialist Ben Motteram Divulges Upcoming Trends in Customer Support

ProProfs Blog

The promise of a delightful customer support experience comes with the responsibility of actually delivering it consistently. Just buying and installing the latest customer support software onboard does not automatically mean that you will provide a great experience to your customers.

Amazing Business Radio: Natalie Petouhoff

ShepHyken

From AI to “HIMI” Human-Inspired Machine Intelligence. Shep Hyken interviews Dr. Natalie Petouhoff. They discuss AI in business—what works and what doesn’t work, how it can help companies and employees succeed, and how we can best utilize it.

Contact Centers Stream Past Virtual Agents to Virtual Presence

Call Center Coach

For many contact centers taking the leap to implement virtual agents to handle the simple and repetitive tasks is somewhat an easy decision to make. With improving the customer experience an imperative, alongside of controlling costs, the barriers of resistance become small.

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

5 Things You Should Do Today to Manage Uncertainty in Business

Beyond Philosophy

A consistent finding in psychology is that people don’t like uncertainty or risk. It’s called Risk Aversion, and we all have it to some degree. To be fair, we are not risk averse all the time. We also enjoy risky behavior, like gambling, smoking, or playing fast and loose with food expiration dates.

7 practical steps to build a data-driven CX program

Centriam Customer Experience Lab

Recent articles about customer experience (CX) have included statements as grandiose as: “Customer experience is the new brand.”- Forbes. Put customer experience at the heart of your operations.”- McKinsey. Customer experience is the key competitive differentiator.” - Wall Street Journal.

5 Top Customer Service Articles for the Week of March 25, 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.

Chatbots in the Contact Center, Part 3: Overcoming Customer Reluctance

Contact Center Pipeline

Customers want easy access to information—and they want it quick. They also have little patience for self-service options that can’t understand their needs or provide accurate answers to their questions.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Brand Or Customer Experience – what comes first?

Beyond Philosophy

Brand Or Customer Experience – what comes first? The ubiquity of brands is undeniable. With the constant exposure to them, we all feel like we know what a brand is. However, when we are asked to explain it, we often fumble. In fact, it is remarkable just how different our answers are. It seems as if no one really knows what a brand is at all. Branding is imperative to having an outstanding Customer Experience.

8 Zendesk competitors: which help desk software should you choose in 2019?

HelpCrunch

Looking for a powerful yet affordable help desk tool? Zendesk is not your only option. Check these 8 Zendesk competitors to make a better choice. The post 8 Zendesk competitors: which help desk software should you choose in 2019? appeared first on HelpCrunch blog. Comparison Customer service

Guest Blog: How to Boost Retail Customer Experience Through AI-powered Price Optimization

ShepHyken

This week we feature an article by Alexandr Galkin who writes about how retail management should focus on direct communication and/or a balanced pricing strategy and allow AI to manage price optimization. Customer experience comes first.

3 Technologies to Drive Peak Performance of Your Contact Center

Contact Center Pipeline

How can contact centers leverage artificial intelligence (AI), speech analytics and agent enablement tools to improve agent performance, as well as customer-focused metrics like Net Promoter Scores (NPS) and Customer Satisfaction (CSAT)?

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.

Net Promoter Score: The Complete Guide

TechSee

The Contact Center KPIs that Matter Most – TechSee Data Sheet Collection Part 1. In the first of our new series of in-depth data sheets, you’ll discover the huge impact that Visual Support has on NPS, according to some of TechSee’s biggest clients.

Expert Roundup: What Does Great Customer Service Mean to You?

ProProfs Blog

Whenever organizations ask, “what does great customer service mean to you?”, I end up saying “it depends!”. And, it is true. What could be a great aspect for me can turn out to be an average aspect for others during their customer journey.

Important etiquette tips for customer service on social, live chat and email

InTheChat

Social customer service isn’t just a nice-to-have anymore, it’s a must-have. As smartphones continue to change the way we live our lives, consumer expectations for social media customer service continue to evolve. Even just a couple of years.

Four Phrases Call Center Agents Should Avoid at All Costs

Fonolo

While on a call with a customer, the language used is incredibly important. Call center agents are likely to have many, many conversations over the course of a work day, so it’s easy to forget the importance of each and every interaction you have with a customer on the line.

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.

7 Ways to Get Better at Customer Service

Kayako

Customer service and experience have taken on a growing urgency for businesses large and small. Offering customers out-of-this-world customer experience is one of the most effective ways today’s businesses can set themselves apart and inspire loyalty and brand love from their customers.

What Is Survey Fatigue & How to Avoid It

ProProfs Blog

Surveys have long established their place as the best customer engagement tool available to companies. And as such every company sends out feedback and satisfaction surveys to all their customers.

A Decade of Pipeline: We Want to Hear From You

Contact Center Pipeline

Today, we’re announcing two new contact center surveys as part of our month-long 10th anniversary celebration. Industry research is valuable to everyone and we would love to have your participation.

6 Tips for Writing Satisfying Customer Service Responses

Nicereply

Putting yourself in customer’s shoes can really help you to empathize and keep your customer responses genuine and honest. Customer service is one of the most powerful factors that affects loyalty and sales.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

How to Create the Perfect Post-Chat Survey

GetFeedback

Post-chat surveys are the best method to measure if you’ve successfully implemented your live chat customer service program.

What is a Help Desk Software and What are its Benefits?

ProProfs Blog

Imagine this: You are booking a cab to work and running low on cab wallet. So, you make a transaction online and go forward to book your cab. However, you discover to your horror that the cab wallet failed to show the right balance, even after the successful bank transaction. What do you do?

Starting small with analytics: A little data goes a long way

5CA

Back when I lived in London, it was a very exciting time every year when the big department stores lit their Christmas lights on Oxford Street. Catching a double-decker bus in the evenings, sitting in the front row on the upper deck and viewing all the sparkling lights was always a magic moment