Sat.Sep 07, 2019 - Fri.Sep 13, 2019

Getting Your Customer Experience Right, No Matter the Channel

Cyara

Technology continues to evolve at an ever-increasing pace. Never before has technology—the architectures, networks, operating systems, applications, processes and even the people designing, developing, operating or using it—been such a driving force.

Customer Self Service – What the Future Holds

TechSee

More companies than ever are tapping into the power of AI customer service technologies to enhance efficiency and positively impact the lives of consumers, and with good reason.

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5 Simple Ways to Ensure the Effectiveness of Coaching

The Call Center School

From elevated productivity to increased morale, better performance, and heightened engagement, the benefits of successful call center coaching are plentiful. And yet, coaching in contact centers is often times executed ineffectively or neglected.

Making Employee Experience a Priority in a Customer-Centric World

Contact Center Pipeline

When it comes to your favorite mobile or self-service experience, what apps… platforms… or companies come to mind?

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

How to Optimize Customer Communications Across Customer Journeys

Topdown

Customer experience (CX) has been gaining traction; it’s now much more than just a buzzword and it now requires your immediate attention.

More Trending

Customer Satisfaction Continues Declining

Beyond Philosophy

Customer Satisfaction is Declining in the UK! A new report by the Institute of Customer Service indicates that Customer Satisfaction is declining in the UK.

Contact Center Executive Outlook on 2020 and Beyond

Contact Center Pipeline

Across industries, research reports are predicting that businesses can expect more change in the next five years than in the last 50.

The Future of Customer Service: 12 Trends to Test in 2020

Nextiva

The future of customer service could mean the future of your business. 77% of customers are “fed up” with bad customer service, and 91% of consumers only buy from brands they trust. That means poor customer service leads to lost customers and lost revenue.

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Amazing Business Radio with Steve Farber

ShepHyken

Love in Business. Doing What You Love in the Service of Customers Who Love What You Do. Shep Hyken interviews Steve Farber. They discuss how to implement love into every aspect of your business to drive customer success.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

The 5 Essential Practices for Your Customer Experience

Beyond Philosophy

Because we have frequent thunderstorms and power outages in my Florida home, I recently decided to buy an uninterruptible power supply for my electronics. I’ve had good experiences with Apple products so I first checked to see if Apple made that sort of thing.

What, Exactly, Makes for Great CX?

Contact Center Pipeline

We talk a lot about delivering an exceptional customer experience (CX), but the talk focuses on how to deliver it. Improve first-call resolution,” or “Capture customer feedback.”

10 Chat Support Job Responsibilities: What You Need to Know About Providing Live Chat Support to Your Customers

UJET

Mobile devices have changed consumer’s daily habits. Millennials spend an average of 5.7 hours on mobile devices with Generation Z averaging 11 hours according to ZDNet. Mobile devices are used for media consumption, communication, and entertainment.

Guest Blog: 7 Ways to Enhance Your Customer Experience with Live Chat

ShepHyken

This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. .

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

Stereotypes: The Hard-Wired Way Our Brains Make Decisions

Beyond Philosophy

I’ve got a hypothetical question for you. On a scale of one to ten, how likely is it I am a male model? . Now before you destroy my self-esteem with your answer, I have a follow-up question. How did you come to that determination? .

Turnover… But Not the Good Kind

Contact Center Pipeline

The word “turnover” can make either your mouth water or your head hurt. Blueberry turnovers are one of my favorite sweets in the summer… freshly picked wild blueberries wrapped up in puff pastry and baked to a flaky golden brown. Yum yum!

A Recession Looms — How Will You Keep Experience In Focus?

Ian Jacobs

In this short video, I ask a simple question with no simple answer: How can customer service organizations avoid wild swings between a focus on experience and a focus on efficiency if macroeconomic conditions deteriorate?

5 Top Customer Service Articles for the Week of September 9, 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.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Is Any Attention Good Attention?

Beyond Philosophy

Is Any Attention Good Attention? I like Oscar Wilde. His best quote is, “There is only one thing in life worse than being talked about, and that is not being talked about.”

Artificial Intelligence: The Next Frontier For Contact Center Customer Experience

Talkdesk

The past few years has ushered in the “modernize movement” within the contact center industry. Companies are recognizing the need to upgrade their systems, but often create a new problem while fixing an old one. How do companies modernize without over-complicating their contact centers?

How the Mighty Fall: And Why Some Companies Never Give In by Jim Collins (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at How the Mighty Fall: And Why Some Companies Never Give In by Jim Collins.

Finding the Right Self-service Mix in Your Contact Center

NICE inContact

Self-service is an important facet for creating a seamless customer experience. From a customer’s perspective they want to receive timely and error-free service in the channel of their choice.

The 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

Webinar: Creating the Ultimate Global Customer Experience

Language I/O

How to Make the Most of Customer Journey Insights

Totango

If you want to make your business customer-centered , you’re going to need customer data. Without it, you can’t keep track of your customers’ needs, business goals, and challenges.

SYKES Featured on 3 IAOP® Best of the Global Outsourcing 100® Lists

Sykes

Recognized as a Top Leader, Top CSR and Multiple Appearances Company.

Choosing The Right Call Center Dialer For Your Business Became Easy

Ameyo

For every 18 calls, only 1 call is connected to the potential buyer. Picture this in a call center where all your agents’ productivity is at stake against the numbers dialed each day. For a business that depends on customer interactions, each minute of the day is important!

The Time-Saving Power of Intent Data for Sales

By using the power of intent data, capturing buyer interest has become more feasible for sales. Not only that, but using it will save immense time during your workflow; a win-win on all fronts.