LiveVox

MARCH 26, 2019

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. In this blog we’ll explore how the most desired new channels can be used to solve for the most prevailing. The post 3 Strategies to Reduce Member Wait Times with Website Chat and SMS for Credit Unions appeared first on Livevox.

Wait times 40

Wait times Surveys 40

Tethr

MARCH 26, 2019

The research that eventually became The Effortless Experience began in late 2007 and our research team at CEB presented our first set of findings—specifically that companies are far better off trying to eliminate effort from the customer experience than trying to “wow” and delight their customers—to a group of 25 CX and service leaders in a conference room at the Key Bridge Marriott in Rosslyn, Virginia in 2008. .

Customer effort 48

Customer effort Wireless Airlines Banking 48

BlueOcean

MARCH 26, 2019

Contact Center 79

Contact Center 79

Beyond Philosophy

MARCH 28, 2019

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. However, as a general rule, we don’t like risk. Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience.

Management 359

Management Consulting Consulting Benchmark 359

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ShepHyken

MARCH 27, 2019

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.”. Then I noticed they had four people on the lot taking orders from the people in the drive-through.

Advertising 335

Advertising Customer Service Management 335

Callminer

MARCH 24, 2019

The event featured speakers from CallMiner experts and customers Cabot and DLG who shared their stories of analytics success.

Analytics 182

Analytics 182

Beyond Philosophy

MARCH 25, 2019

At British Telecom (BT), we were buying a CRM system. I was leading the project and we had 15 people around the table to make this choice. It was a significant decision for a lot of money. So, as it was a business decision, you would think we were logical about it. However, we weren’t. We were irrational about it. Your customers are irrational, too.

B2B 333

B2B CRM B2C Education 333

ShepHyken

MARCH 26, 2019

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. They also discuss the need for diversity and inclusiveness in the workplace. In Shep’s Opening Monologue… He discusses the pros and cons of chatbots.

Chatbots 308

Chatbots Contact Center Technology Customer Experience 308

Myra Golden Media

MARCH 25, 2019

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? Me? I talk more. Louder. My attitude gets fierce. What I don’t do is back down or tranquilize. Turns out, if you give your customers the silent treatment when they’re going off on you, they can get fierce, too.

Personalization 166

Personalization Customer Service Call Center 166

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.

Customer Experience

Contact Center Pipeline

MARCH 27, 2019

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. Chatbots increasingly provide a valuable 24/7 channel for simple transactions and communication, but how do you get customers to trust the technology and use it, […].

Chatbots 145

Chatbots Contact Center Self service Technology 145

Beyond Philosophy

MARCH 29, 2019

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.

Customer Experience 287

Customer Experience Consulting Consulting Marketing 287

ShepHyken

MARCH 25, 2019

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. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. (Forbes) Customer experience is a memory.

Customer Service 266

Customer Service Surveys Customer Experience Customer Support 266

ProProfs Blog

MARCH 27, 2019

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. There are various things that need to be taken into account besides the use of a support tool that will make or break the experience for a customer.

Customer Support 163

Customer Support Chatbots Customer centricity Enterprise 163

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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.

Self service

Contact Center Pipeline

MARCH 28, 2019

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)? Join me on Thursday, April 4, 2019 at 10:00 AM PST/1:00 PM EST, as I host the upcoming webinar, 3 Technologies to Drive […].

Contact Center 133

Contact Center Technology Analytics Metrics 133

Fonolo

MARCH 26, 2019

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. When handling multiple customer service tickets each day, using certain phrases or expressions can become second nature.

Call Center 127

Call Center Technology Customer Service Customer Experience 127

ShepHyken

MARCH 29, 2019

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. Give buyers what they want, at the right price and time — and you’ll make them buy more and stay loyal to you. The pricing process is a crucial element in building a successful shopping journey.

Customer Experience 259

Customer Experience Accountability CRM Enterprise 259

Centriam Customer Experience Lab

MARCH 28, 2019

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. Yet, a common theme that emerges when we talk to clients about their CX efforts is the struggle with how to get started.

Customer Experience 122

Customer Experience Analytics 122

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!

Feedback

Contact Center Pipeline

MARCH 29, 2019

Our celebration is coming to an end. It has been a fun month of reminiscing on the past decade. In appreciation for all that you have done to help us achieve our 10-year goal, we are giving away a free Pizza Party for your contact center staff. One lucky winner will receive a pizza party […].

Contact Center 100

Contact Center Call Center 100

Taylor Reach Group

MARCH 26, 2019

By Turaj Seyrafiaan. In the recent years, First Call Resolution (FCR) has become a buzz word in the contact center industry! Everyone is talking about it and it appears that everyone is working on improving the results in their center. Everyone agrees that this is an important aspect of a contact center, however, many organization still struggle with the basic definition and measurements of FCR and we all know that if you cannot measure it, you cannot improve it!

First call resolution 112

First call resolution Contact Center Consulting Consulting 112

HelpCrunch

MARCH 28, 2019

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.

Customer Service 97

Customer Service 97

Concentrix

MARCH 26, 2019

Innovations in Blending Human and Artificial Intelligence The National Innovation Awards (the Nationals) recognize business technology innovations and their impact on customer experience, employee engagement, operations performance, product creation and profitable growth. Concentrix won in the category of “Innovations in Blending Human and Artificial Intelligence” for a partnership with Unbabel to create an industry-disrupting hybrid multi language solution.

Employee engagement 97

Employee engagement Technology Customer Experience 97

Advertiser: ZoomInfo

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

Technology

Contact Center Pipeline

MARCH 26, 2019

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. Give us your thoughts in either of these two short surveys and you’ll automatically be entered into a drawing for a $100 Visa gift card. […].

Contact Center 100

Contact Center Surveys Call Center 100

GetFeedback

MARCH 23, 2019

No matter what kind of business you’re in, you need to know your audience well in order to sell to them, educate them, and to ultimately retain them as loyal customers. So, how can you learn about them? Sending surveys. But, in order to be successful, you need to create surveys deliberately. You need the right survey tools. When it comes to choosing survey tools, there are a number of factors at play.

Surveys 89

Surveys Construction Feedback Analytics 89

InGenius

MARCH 28, 2019

Gamification helps organizations achieve their goals and reach new levels of success. It isn't a new concept. For years now, app developers have been turning to gamification to incentivize their users to stay active and teachers have been giving gold stars to their students for good behavior. Especially in the past few years, employers have been using gamification in the workplace as well.

Gamification 91

Gamification Sales Management 91

Vonage

MARCH 28, 2019

Imagine a technology that promises to help your business but instead is poisoning your customer’s experiences. A technology that has its most deadly effect at the precise moments when your customers need you the most. A technology so overlooked that it can sap the goodwill from thousands of customers every day without anyone paying attention to it – until it’s too late!

Interactive Voice Response 91

Interactive Voice Response Customer Experience Construction Contact center software 91

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center

ProProfs Blog

MARCH 27, 2019

The hardest part of creating a customer satisfaction survey isn’t getting your customers to take the survey. Many customers would be willing to attempt any survey you present in front of them. However, whether they’ll complete the survey or leave it midway is something you can’t be sure of. Unless of course, you do the hardest part of creating the survey really well.

Best practices 84

Best practices Surveys Personalization Customer Support 84

InTheChat

MARCH 26, 2019

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. The post Important etiquette tips for customer service on social, live chat and email appeared first on InTheChat.

Customer Service 89

Customer Service Contact Center Customer Experience 89

GetFeedback

MARCH 25, 2019

This article features the post-chat survey best practices that all customer service teams should use to measure the success of their live chat program. .

Surveys 78

Surveys Best practices Customer Service 78