Sat.Jan 05, 2019 - Fri.Jan 11, 2019

The True Cost of Losing a Customer

BlueOcean

One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple.

How Does Mental Accounting Influence Customer Experience

Beyond Philosophy

Understanding Customers’ Mental Budgets. I won some money at a Casino recently, an unusual outcome for me. It wasn’t a huge amount, but it was a nice windfall. Did I spend it on something practical? Save it? Give it to charity? Not a chance.

Are You Sure Your Contact Center Is on Solid Ground?

Contact Center Pipeline

Like the pilings of the Brooklyn Bridge or the steel and concrete foundation of a building, organizations need to rest upon solid ground. That means a solid foundation and one that drives management practices, technology acquisitions, and customer relationships.

No Toilet Paper – Is Customer Service Getting Worse?

ShepHyken

Some people claim that customer service is getting worse. I disagree. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies who teach us what good customer service should be.

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.

How to solve customer billing and payment problems with visual engagement

TechSee

Billing and payment issues represent a top driver of inquiries to customer service centers. Some issues repeat themselves over and over and are simpler to resolve, such as customer profile changes or subscription cancellations.

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Contact Center Supervisor Training – Contact Center Fitness Boot Camp

Call Center Coach

Supervisor training with Call Center Coach’s virtual boot camps can take on a variety of developmental areas.

Amazing Business Radio: Claire Boscq-Scott

ShepHyken

The Culture of Caring. Creating an Unforgettable Customer Experience Every Time. Shep Hyken interviews Claire Boscq-Scott. They discuss the importance of a workplace culture of caring and how it can positively impact the customer experience. Shep’s Opening Monologue.

Top 9 Customer Service Trends to Watch in 2019

ProProfs Blog

A robust customer service strategy helps your brand increase its customer base and also keep its existing ones delighted. However, building an amazing strategy requires an organization to keep up with the changing customer service trends every year.

How are Omnichannel and Artificial Intelligence Changing Quality Management?

inContact

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context.

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.

My Understanding of AI in CX so Far. Things Could Change!

CX Accelerator

I’m not known for being quick on the uptake by those closest to me. A couple prime examples include long division and driving a stick-shift.

5 Top Customer Service Articles for the Week of January 7, 2018

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. What’s in the box?

Build a Better Customer Experience – Tips from CX Experts

Peter Lavers

Peter Lavers contributes to a new e-book from Panviva: Build a Better Customer Experience – Tips from 10 CX Industry Experts! 10 leading influencers and innovators in the customer experience (CX) field have contributed to this great new e-book from Panviva, and I’m delighted to be one of them! .

Live Chat Customer Service: Top 5 Challenges

GetFeedback

Live chat customer service has become an expectation to the modern customer—more than half of all customers prefer chatting with someone in real time via chat rather than picking up their phone. As a result, live chat is expected to grow by as much as 87% in the next 12-18 months.

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.

Lessons From The Overlook: Customer Service vs Customer Experience

Toister Performance Solutions

Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here.

Guest Blog: Customer Feedback Loops – 3 Examples & Strategies

ShepHyken

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

Ben Motteram on How to Measure Customer Experience: Advice from the Front Lines

Avoxi

With a wide array of client engagements and an extensive background in telecom and IT industries, Customer Experience Expert Ben Motteram excels at measuring the customer experience. He also understands the risks and rewards communications providers face as they attempt to align resources with customer needs. Learn from the @CXpert’s customer undertakings and wisdom. Q1:… The post Ben Motteram on How to Measure Customer Experience: Advice from the Front Lines appeared first on AVOXI. Othe

How Northridge Performance Coaching Drives Instant Results

The Northridge Group

Consumers are facing an explosion of choices. In the 1990s, the average grocery store carried 7,000 items. Today’s grocery stores carry 40,000 items.

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.

Hiring Trends That Will Shape 2019

Branch Mesenger

The world of work is changing very quickly. Over the next few weeks, we’ll be examining some of the trends that are currently impacting the workforce, from hiring to the impacts of artificial intelligence. Every Thursday, we’ll be publishing a new article on a different workforce trend.

When Customer Success Becomes a Silo

Amity

This article was originally published on WnTD's blog. With Elizabeth's permission, we are republishing and sharing it with our community.

Handling Irate Customers in the Financial Services Industry

Contact Center Pipeline

“How dare you call my employer to confirm my job status!” “The The mortgage broker said my house was worth more than you think!” “My My credit rating shouldn’t change because I quit my job and started my own business!” Do these customer complaints sound familiar?

Must-Have Features in a Help Desk Ticketing System

ProProfs Blog

Are you proud of your customer service? Do you always have happy customers? Are your agents not overloaded with piles of tickets demanding immediate resolution?

B2B 88

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.

ConvergeOne Thought Leaders Share What You Can Expect at Avaya ENGAGE 2019

ConvergeOne

With Avaya ENGAGE quickly approaching, we decided to check in with ConvergeOne thought leaders— who will be presenting at 28 sessions during the event —to get a sense of what we can expect. These are the primary themes that emerged. Avaya Digital Transformation Cloud Customer Experience Security

Why Are You Hating on Your Customer So Much?

Steve DiGioia

My ham and cheese omelet was delicious, cooked perfectly and piping hot. Bite after bite I tore into the food while thinking of what lies ahead for my day. Another swallow to savor then I heard it…. “I I can’t take these people, I hate customers!”.

Would You Do That to Your Mother?

Contact Center Pipeline

A Q&A with author and customer experience pioneer Jeanne Bliss. In her latest book, Would You Do That to Your Mother?

The Inextricable Link Between CX & EX

Customer Experience Matters

If you’ve followed our research, then you know that we’ve always viewed employee engagement as a fundamental component of customer experience. One of our Six Laws of Customer Experience is that “Unengaged employees don’t create engaged customers.” ” It just makes sense. How can you possibly expect to consistently deliver great customer experience with apathetic or disengaged employees?!?!

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.

Call Center Agent Attrition: Your Biggest Threat

CustomerServ

Lately, it seems that call center leaders have been thoroughly absorbed with artificial intelligence and the marketing hype that promises to replace human call center agents with robots. However, there is a more pressing concern facing the call center industry today— agent attrition

Zendesk vs Intercom: the ultimate comparison

HelpCrunch

While doing my research for this article, I’ve not only tested both Intercom and Zendesk myself, but also read a pile of different articles, comparisons, guides, showdowns and all this kind of stuff. I mean, [ … ].

Why Hire a Call Center?

TeleDirect

Outsourcing your call center is an increasingly popular option for companies looking to enhance brand awareness, increase customer satisfaction, and broaden their two-way client communication channels.