Sat.Aug 08, 2020 - Fri.Aug 14, 2020

The 5 Rules of Behavioral Journey Mapping

Beyond Philosophy

We’ve recently trained some of our clients on journey mapping. During the process, I realized that there is a lot that people don’t know about it—and that they needed a few rules to help them make the most of the exercise. We discussed the problems with journey mapping in a recent podcast. Traditional journey mapping is what a customer is doing, but is missing a few things.

How to Quantify the ROI of your Customer Experience Program

Satrix Solutions

When it comes to measuring the impact of your customer experience (CX) programs, many people would likely look to a Customer Satisfaction or loyalty metric, like Net Promoter Score. While improvements in your score would rightfully suggest that your investment in CX may be paying off, there are additional key performance indicators (KPIs) you should not overlook. Here are five examples to help establish your CX program as a significant driver of company growth.

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4 Essential Contact Center Improvements In A Year of Uncertainty

NICE inContact

If you’re tasked with achieving more results with fewer resources, optimizing your contact center can deliver far-reaching results, having a streamlined ripple effect across your organization. SMBs and enterprises alike can overhaul their ROI with 4 approaches. Call Center Best Practices Contact Center Trends & Insights Customer Experience Digital First Omnichannel Advantages of the Cloud

Guest Post: 5 Inevitable Tips That Can Ensure a Superb Customer Experience


This week we feature an article by Rakshit Hirapara , a content marketer at PeddleWeb. He writes about the importance of ensuring a positive customer experience, especially during a world crisis. The customer experience (also referred to as CX) seems like a simple concept.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

How to Write a Five-Star Response to a One-Star Rating or Poor Review

Contact Center Pipeline

Sometimes social media feels like the mean kids’ table in the lunchroom at middle school. Everybody’s talking dirt about someone else. And once the gossip is out there, it’s hard to get your reputation back! Wretched customer service! Stylist was running 30 minutes late. When I went to put more money in the meter, they […].

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Supporting Your Agents: Work From Loneliness


The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. It has led to a rapid and global shift of moving contact center agents and supervisors to a work at home model. During May 2020, 5th Talent International delivered a survey to more than 4,000 agents and supervisors across 7 countries. The findings provide unexpected insight into the point of view of the work at home employee.

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Be Nice—It Doesn’t Cost You Anything


What does it cost to be nice? Some would say, “Nothing.” When it comes to people interacting with people, that’s probably true. It’s a smile, a wave, a head nod or some other gesture. It’s a genuine “thank you” or another comment to share your appreciation for your customer. None of that has any cost associated with the idea of being nice. I’m in the process of writing a new book. I’ll share more about that another time, but one of the chapters is entitled, “Be Nice.”

Automation: The Contact Center’s Grocer

Contact Center Pipeline

In times of crisis, we often find heroes in the unlikeliest of places. The current COVID-19, or coronavirus, pandemic is no exception. The obvious heroes of the current crisis are, of course, the health care workers and first responders who are on the front lines caring for the sick and maintaining a brave demeanor in […].

How To Make Your Experience Easy And Gain Growth

Beyond Philosophy

How to Make Your Experience Easy and Gain Growth. I hear things like this when I go into an organization: “We want to delight customers at every moment of contact.” ” I nod my head and smile, but secretly I think it sounds exhausting. Moreover, it is unnecessary in many parts of the experience. People many times do not want to be delighted; they want to be done already. Keeping it as easy as possible for customers to get it done is a direct path to gain growth. Key Takeaways.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Dealing with WFH Agent Loneliness


The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. It has led to a rapid and global shift of moving contact center agents and supervisors to a work at home model. During May 2020, 5th Talent International delivered a survey to more than 4,000 agents and supervisors across 7 countries. The findings provide unexpected insight into the point of view of the work at home employee.

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5 Top Customer Service Articles For the Week of August 10, 2020


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 to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. SmartBug) In this blog, we look at five customer retention strategies that you can implement to deliver more value to your customers and increase customer loyalty.

The Four Most Important Skills for Leading Hybrid Teams

Contact Center Pipeline

The Covid-19 pandemic created significant shifts in how we work. As businesses scrambled to set up employees to work from home, there was little time to be proactive and consider future implications. As the new normal settles in, some contact centers employees have a choice to work from home or at the office. Leading a […]. Remote Working call center coaching contact center COVID-19 hybrid teams remote working training

What Do You Do With Deadwood Employees? – Tip #11

Steve DiGioia

Great employees are the heart and soul of any business, especially a successful one. Their efforts cannot be understated enough. But there are always one or two poor performers or “deadwood employees” – those who contribute little to the company’s success and at times undermine it. And they hang on year after year. They never seem to get fired and amass a laundry list of disciplinary actions with little substantive repercussions. Why is that?

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The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Getting Started with a Customer Success Program at Lucid


In our latest installment in the CXO Series , we sat down with Stephanie Comardelle, Vice President of Customer Experience, Success, and Solutions at Lucid to discuss what it takes to implement a stakeholder engagement plan at a time when there is so much going on as well as how they are managing their new customer success program. .

The Central Role of Computer Vision in Multiexperience


The ongoing quest to enhance customer experience has birthed a new buzzword: multiexperience (MX). This emerging trend has companies seeking to provide their customers with seamless, native experiences on any channel or device, via voice, video, or text.

4 Ways to Bring a Human Touch to Contact Center CX

Upstream Works

The difference between good and excellent contact center CX is providing customers with a human touch. As digital channels and AI become more prevalent in contact centers, customers are looking for more in their experiences with human agents, something they can’t receive from bots and self-service channels — a sense of humanity, empathy and having their feelings and frustrations validated. This becomes especially important during times of crisis.

J.D. Power and Tethr collaborate to fuel customer experience insights


At Tethr, we talk to CX and customer service leaders every day who are working to close the gap between their desired customer experience and the actual experience they deliver to their customers. With capabilities like the Tethr Effort Index and the Agent Impact Score , we’ve worked to enable AI and machine learning algorithms to listen to every customer conversation at scale and identify the drivers of both poor and exceptional experiences and how agents are helping or hurting the experience.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Customer Service vs. Customer Experience: What is the Difference


Customer service and customer experience are vital for long-term business success. Customer service is an important piece of your overall customer experience, and customer experience is the key driver of customer loyalty. Feed generated with FetchRSS

I get no respect!

Taylor Reach Group

By Turaj Seyrafiaan. In the past 25 years I have visited hundreds of contact centers and have spoken to many contact center directors. Beside all the typical operational issues, one subject comes up frequently; contact center management feeling that the rest of the organization does not appreciate what the contact center does. In fact, one manager half-jokingly said: “ We get no respect ”! So why is that and what can we do about it?

Reasons Why Law Firms Are Outsourcing Customer Service


One of the growing necessities of legal practices is outsourcing customer service. The reasons are plentiful and beneficial for any legal practice looking to scale and utilize their time wisely. Running a legal practice is a complex and ever-changing task that requires staff to multitask and manage multiple roles. As businesses seek to reduce stress … Reasons Why Law Firms Are Outsourcing Customer Service Read More ».

If your frontline isn’t empowered, your customers feel it.


Your frontline employees set the stage for the customer experience. After all, they’re the first impression of what your company is all about.

The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

How Should You Define Customer Success?


In customer success, your customers define their own victories. No one-size-fits-all finish line exists that clients must strive to cross, and there is no Harvard Business School concept of accomplishment you can award your customer before resting on well-earned laurels.

Call Center Overwhelm is Not Normal — Stop Treating it That Way


Why do we treat call center overwhelm like a necessary evil? Times have changed, and the call center industry with it. Our phones no longer have cords, the internet exists, and agents no longer have to be tethered to the office. And what’s more, there’s technology — fantastic software that helps you track everything from customer touchpoints to customer feedback. Yet, our industry largely operates on the assumption that unexpected spikes in demand and chaotic call surges are unavoidable.

I am Generation Z and I Don’t Want to Talk to You

NICE inContact

Generation Z can barely remember a world pre smartphone and are thus more likely to quickly adapt to digital changes, especially when faced with a major disruptor like COVID-19, compared to their older counterparts. The pandemic has forced everyone to go completely digital but for those in school the difference is even more stark. Digital First Omnichannel Customer Experience Call Center Best Practices

How Live Chat Helps You Shape Customer Journey

ProProfs Chat

Imagine being in your customers’ shoes. You’ve landed on the website due to a certain search query and find the product you need. You add it to the cart and are ready to check out. But the moment you reach the checkout page, you realize that you don’t have an account and are requested to sign up now.

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6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

5 Tips to Deliver a Great SaaS Customer Onboarding Experience


Customer onboarding is an introduction to a new way of working. Your customer has sought out your product because they hope it will bring them value and growth. Achieving this success depends on your customer’s ability to quickly get to grips with your product’s interface, features, and the way the whole program integrates with their workflow. .

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What Factors Influence Customer Perception?


Managing customer perceptions and expectations is one of the most essential components of a successful customer service department. To do this, you need to understand what factors affect customer perceptions. Everything and anything from your products to brand voice and color will impact how customers feel about your business. To make things simpler, we’re going to focus on the following three types of influence: Personal experience. Social cues. Marketing.

How to adjust to new customer expectations

Toister Performance Solutions

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. The lone cashier answered the phone while she rang up another customer's purchase. She seemed detached from both interactions, as she split her focus between the customer in front of her and the one on the phone. I could only hear one side of the phone conversation.