3CLogic

MAY 12, 2020

For many, the coronavirus pandemic came as a surprise. In the midst of stay-at-home mandates and the shutdown of non-essential businesses, many companies were faced with an additional challenge: the forced transition to remote work. In today’s dynamic environment, it’s clear to see that business continuity has never been more crucial. From equipping employees with the right tools to building a culture that enables your workforce to prosper in any working environment, the ability to work flexibly

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Coaching Analytics CRM Best practices 83

CX Global Media

MAY 11, 2020

In recent years, there has been a rising tide of interest in the use of Artificial Intelligence (AI) in contact centers. With the massive investments that have poured into our industry in the past few years, it’s most important to discover the truth about AI, so you and so many other contact center leaders can prevent regrettable decisions. STOP : What are the truths of AI in contact centers?

Contact Center 194

Contact Center Technology Customer centricity Customer emotions 194

Ameyo

MAY 14, 2020

There has been a digital shift with consumers choosing alternative channels to connect with the brand or seek customer support. Customer engagement is no more confined to traditional channels like voice or emails, its time for omnichannel customer engagements. And today we are going to talk about one such channel – VIDEO! There is no … Video Engagement Channel: For a True Omnichannel Experience Read More » The post Video Engagement Channel: For a True Omnichannel Experience appe

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Beyond Philosophy

MAY 14, 2020

Influence and persuasion are critical skills for salespeople. However, they are also crucial for fostering customer-driven growth in your organization. In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover. We spoke to Brian Ahearn, CMCT®, who is the Chief Influence Officer at Influence People in a recent podcast.

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Consulting Consulting Personalization Accountability 420

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ShepHyken

MAY 13, 2020

I see light at the end of the tunnel. While we’re not back to “business as usual,” we are starting to see business reopen and adapt to a new normal. I’ve made many observations over the past couple of months, some of which have found their way into my weekly posts. Here’s another one: With the right attitude, we’ll be stronger when this is over. As I’ve mentioned numerous times in the past, I’m an optimistic, glass-half-full, batteries-included kind of guy.

Customer Service 391

Customer Service Management 391

Steve DiGioia

MAY 11, 2020

I saw him, I did. He’s in that little hut with his face buried in his cell phone. He saw me drive up; I know he did – he looked right at me. I’m now waiting at the gas pump – it’s only 3 feet away from him. I know I need to have patience, but it’s been almost a minute and he hasn’t bothered to even look up from his “most important thing” You know what?

Feedback 254

Feedback Sales Customer Service 254

Beyond Philosophy

MAY 9, 2020

General Show Notes: Practical Advice on How to Influence People: 6 Key Principles. Many years ago, Robert Cialdini introduced the principles of influence. Today they are crucial skills for salespeople worldwide. They are also foundational to your Customer Experience. If you enrich your experience with these principles, which include things like learning to genuinely like other people and encouraging a favorable environment for reciprocity by your sincere generosity, you can benefit your bottom l

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Consulting Consulting Personalization Customer Experience 317

ShepHyken

MAY 15, 2020

This week we feature an article by Jeremy Watkin, a Product Marketing Manager at 8×8. He shares his experiences with different companies that broke his trust as a customer, as well as ways for companies to repair customer trust. I’ve been thinking a lot about trust lately and its importance when it comes to relationships. Trust is foundational to relationships with people — and with companies.

Contact Center 336

Contact Center outsourcing Quality management Marketing 336

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied.

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Management Customer Experience Customer Service Coaching 273

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Myra Golden Media

MAY 11, 2020

Work-life balance is already a challenge for most of us. And now working remotely, brings another level of challenge, as we try to set boundaries between work and life, and create routines that keep us both productive, and at peace. I’ve worked from home for nearly 20 years, and I’ve found some things that work at keeping me balanced. In this video, I’ll share with you 5 of my best practices for work/life balance in a remote environment.

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Best practices Customer Experience 194

Contact Center Pipeline

MAY 15, 2020

Now more than ever, businesses are trying to deliver consistency in a world that is changing every day. We at Cresta have been in close contact with customers and prospects regarding their contact center operations, and we’re finding that many contact centers are closing their physical contact center operations and shifting to remote WFH contact […].

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Contact Center Call Center Management 200

ShepHyken

MAY 12, 2020

Proactive Customer Service in Times of Change. Building Resilience into Your Customer Service Strategy for Today… and Beyond. Shep Hyken interviews Jonathan Lerner. They discuss how digital technologies can support employees in delivering outbound, proactive customer service that truly delights. Top Takeaways: Optimism is a great trait in a leader—and a sense of humor doesn’t hurt, either!

Brand ambassadors 241

Brand ambassadors Technology Customer Experience Customer Service 241

Callminer

MAY 12, 2020

Call centers around the world are faced with the ever-intensifying challenge of meeting consumers’ expectations. As calls flood the lines during peak periods, such centers need powerful tool sets to handle them all. Call center software offers a wide variety of optimizations for such organizations to choose from; however, paralysis by analysis can keep company leadership from giving the best options a green light.

call center software 182

call center software Best practices Call Center Interactive Voice Response 182

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

Victor Midgley

MAY 13, 2020

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Contact Center Pipeline

MAY 14, 2020

Customer experience (CX) has taken the world by storm. Not only have we witnessed the CX industry develop and grow, many private and public organizations are proactively hiring CX strategists to design and guide their customer-centric transformation initiatives. Other organizations are choosing to self-navigate a learning curve to explore how to make CX improvements.

Customer centricity 189

Customer centricity Customer Experience Contact Center Call Center 189

Nextiva

MAY 9, 2020

Customer service has changed a lot in the last 10 years. Behind that change are customer service experts who helped redefine the customer experience. Look at any industry, and you’ll see a rigorous focus on keeping customers happy. Companies today care about the customer journey and invest in their customer’s success. This phenomenon is no […].

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voip Customer Service Sales Customer Experience 173

Callminer

MAY 11, 2020

Here are tips and best practices to simplify the call center software selection process, allowing you to choose excellent solutions without wasting time.

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call center software Best practices Call Center 182

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

Victor Midgley

MAY 13, 2020

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Contact Center Pipeline

MAY 13, 2020

For years, customer care organizations have been as scared of social media as water-phobic summer campers staring at the high dive. “What if customers gang up on us? What if we get trolled? What if one of our agents gives the wrong answer and all 25,000 followers see it?” Well, all those things have indeed […].

Customer Care 173

Customer Care Contact Center Call Center Management 173

Taylor Reach Group

MAY 14, 2020

‘ By Peg Ayers. If you had a way to increase sales by 20%, be 21% more profitable and increase your customer satisfaction scores by 10%, would you do it? How about improving employee retention by 24-59%, lowering absenteeism by 41% and increasing productivity by 17%? According to the Gallup Organization, you could do all this and more by making your way to the top quartile of employee engagement.

Employee engagement 171

Employee engagement Consulting Consulting Coaching 171

Callminer

MAY 12, 2020

An investment in speech analytics technology is a big one. Here’s a look at everything you need to consider before you make your purchasing decision.

Analytics 182

Analytics Technology 182

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

GetFeedback

MAY 13, 2020

The CX charter is a concise document that defines roles, responsibilities, timelines, and outcomes for your cross-functional CX program.

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Contact Center Pipeline

MAY 12, 2020

If you are moving from a premise-based system to a cloud-based system, you may not know all of the features to look for. Premise-based systems tend to be more antiquated and less flexible. Cloud-based systems open a whole new world of features. Make sure you know what to ask for when you are evaluating a […].

Technology 162

Technology Contact Center Call Center 162

Peter Lavers

MAY 11, 2020

Most companies are facing their biggest challenges of peacetime history as we navigate through the Coronavirus pandemic. Some won’t make it. Falling sales and profits? Many are keeping their heads above water, but their 2020 market and product development plans, sales targets, and profit forecasts haven’t just been shot through – they’ve been dive-bombed!

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Customer centricity B2B Sales Accountability 130

Callminer

MAY 10, 2020

This infographic shares the four stories behind the 2020 US CallMiner Churn Index report.

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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

TechSee

MAY 12, 2020

Outsourcing is nothing new for field service organizations. For years, third parties have been used to increase service coverage, meet temporary spikes in demand or handle simple tasks more cheaply than full-time employees. The increasing demand for rapid, high-quality service coupled with an aging and shrinking pool of experienced technicians has further entrenched the practice of outsourcing in the field service industry.

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outsourcing Technology Service level Management 109

Lumoa

MAY 10, 2020

Businesses use voice of the customer programs to gather essential input for setting design specifications for products or services. It can also act as a springboard for future innovations. The goal of VoC is to give businesses a detailed understanding of what the customers' needs and wants are.

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SharpenCX

MAY 12, 2020

Back in college, I took a customer service job one summer working in a call center for a nationwide moving service. When I think back to my first week on the job, my body still recoils with the anxiety I felt. It was overwhelming. Day one you’re handed large amounts of information to learn, systems to get acclimated with, and told to listen to phone calls taken by your peers.

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