ShepHyken

NOVEMBER 8, 2017

It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department? Because they need help, have a question, or want to make a complaint. So, understanding that, why would a company choose to deliver an amazing customer service experience to just some of their customers and not to every customer?

Customer Service 458

Customer Service Feedback Wait times Customer Support 458

Contact Center Pipeline

NOVEMBER 9, 2017

Remember Oscar the Grouch on “Sesame Street”? For some reason, he was our son Brendan’s favorite character. He even had an Oscar the Grouch Halloween costume! During that period, I would sometimes borrow the mask to alert the family to an emerging “grouchy” condition. The funny thing was that, once I actually put on the […].

Contact Center 357

Contact Center Management Call Center 357

Beyond Philosophy

NOVEMBER 8, 2017

We all have habits, good and bad. Few of us remember how they formed. Few of us know how to change them—especially those bad ones. However, understanding how habits develop and their influence on our behavior can be a powerful tool for tuning up our Customer Experience. The scientific definition of a habit is anytime your mind prepares you to respond in a certain way based on some environmental cues or stimuli.

Government 345

Government Consulting Consulting Customer Experience 345

Myra Golden Media

NOVEMBER 6, 2017

Was This Helpful? I’m asking you because my newsletter offers ideas like this all the time. If you’re not yet subscribed, sign up here.

Contact Center 256

Contact Center Customer Experience 256

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

ShepHyken

NOVEMBER 6, 2017

Each week I read a number of customer service articles from various online 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. Your Customer Service Team Should Be in Every Strategy Meeting by Jaspar Weir. (Entrepreneur) Get the people who know what your customers want and need — your customer service team — more involved in company decisions.

Customer Service 211

Customer Service Customer centricity Education Marketing 211

Callminer

NOVEMBER 7, 2017

This year has seen more than 4.5 million energy customers in the UK switch their provider, with 600,000 of them switching in October alone.

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Call Center Weekly

NOVEMBER 6, 2017

Lately, there has been great emphasis placed on customer experience, and customer journey mapping. Through insights gained, we in customer service are aware of the importance of utilizing soft skills to better enhance a customer's experience, as well as improving the level of service and support. But what insights can we learn by understanding the emotions of customers?

Customer emotions 174

Customer emotions Journey mapping Technology Marketing 174

ShepHyken

NOVEMBER 10, 2017

This week we feature an article by Sawaram Suthar writes about how live chat can simplify the customer journey. I believe that chat is an excellent self help tool. Always remember that the customer just want to be taken care of, regardless of how you go about it. – Shep Hyken. Businesses often face multiple challenges with respect to how to simplify the customer journey.

Transportation 185

Transportation Analytics Banking Metrics 185

Beyond Philosophy

NOVEMBER 8, 2017

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. In the movie ‘Gladiator’, corrupt Emperor Commodus puts Maximus, the gladiator/general who is his enemy, into the Coliseum with a former champion and several huge tigers. Commodus’ goal is to assure Maximus’ death in front of thousands of spectators. To Commodus’ dismay, Maximus defeats them, angering the Emperor by sparing the life of the former champion.

Consulting 150

Consulting Consulting B2B Metrics 150

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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

Surveys

Aspect

NOVEMBER 8, 2017

Don’t you hate it when you have an urgent customer service matter that requires live assistance? An SMS conversation with a live agent or chat bot won’t cut it, web chat will require too much back and forth typing; and email—well, really?! Over the last two weeks I had to resolve an issue with one of the biggest financial giants in the world. I won’t disclose their name, so let’s refer to them as F1.

Technology 160

Technology Interactive Voice Response Customer Service Accountability 160

Call Center Weekly

NOVEMBER 8, 2017

How do you ensure buy-in from your team? Looking to get more skin in the game from you team? It’s time to include them from the ground up! There is a magic that happens when your team takes time to learn together. We’ve been going through “The Effortless Experience” this year and it’s been a game changer for us. We all want to apply the learning and make an impact for our customers.

Journey mapping 167

Journey mapping Gamification Contact Center Management 167

CafeX

NOVEMBER 10, 2017

Working remotely can present team collaboration challenges - especially when software or workspaces aren't right. In fact, the term “workspaces” has traditionally been used to refer to concepts and furnishings for designing office space. However, in the last few years, “workspaces” has increasingly been used to describe a wide variety of team collaboration software.

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Peter Lavers

NOVEMBER 8, 2017

Content personalization isn’t there just to make marketers feel good! It’s all about making the customer journey smoother, helping customers to be informed to make the best choice, which leads to better and quicker sales and service outcomes. I would suggest that content personalization is a commercial imperative in today’s world of short attention spans and rising expectations for a great user experience.

Personalization 133

Personalization Analytics Education Sales 133

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

Fonolo

NOVEMBER 7, 2017

The IVR experience (“press 1 for this… press 2 for that…”) has long been part of the contact center. Although it serves an important purpose, it is universally detested. Many people see chatbots as a natural replacement for the core functions of the IVR. Sorry, but I’m afraid this is going to be one of those “rain on the parade” posts. First, it’s not clear when or to what extent that will happen.

Interactive Voice Response 118

Interactive Voice Response Chatbots Abandon rate Contact Center 118

Call Center Weekly

NOVEMBER 9, 2017

By Mike Aoki I recently had a conversation with Brad Sellors, Managing Director at InfiniteKM , regarding knowledge management systems (KMS), consistency and compliance. Here are our questions and answers. Note, Brad’s responses have been lightly edited and condensed for clarity. Why is the issue of compliance important for contact centers? Contact centers need to provide accurate information to their customers.

Contact Center 149

Contact Center contact center associations Banking Education 149

Contact Center Pipeline

NOVEMBER 7, 2017

Unified Communications (UC) has brought a slew of new capabilities to the modern contact center, increasing the flexibility, mobility and functionality of workers through devices such as advanced UC headsets and audio conferencing solutions. These tools allow office workers to collaborate and communicate more seamlessly while they move through their spaces more freely, with fewer […].

Management 113

Management Contact Center Call Center Technology 113

Customer Experience Matters

NOVEMBER 6, 2017

We published a Temkin Group report, Five Steps For Building A Strong CX Metrics Program. A robust customer experience (CX) metrics program allows an organization to systematically measure the quality of the experience it delivers to customers and provides insights that help companies spot improvement opportunities, prioritize investments, track CX progress, and unify the organization around a common goal.

Metrics 122

Metrics Customer Experience Best practices 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

ClearAction

NOVEMBER 7, 2017

B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views Lynn Hunsaker. Picture this: in deciding whether to rebuy from your company, the customer’s general manager and purchasing agent are neutral, the end-users are supportive, the safety department gives their approval, but the facilities manager rejects it. Your company loses the sale. Because your team was focused on the end-users and general manager, everything looked like it was on-track for renewal, yet one influencer of the buy

B2B 109

B2B Journey mapping Accountability Best practices 109

SharpenCX

NOVEMBER 10, 2017

Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more.Big thanks to Mike Wittenstein for his willingness to speak with us and for his insightful commentary. 2018 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time [.].

Contact Center 129

Contact Center Contact center software Customer Experience 129

Lumoa

NOVEMBER 8, 2017

In many companies, customer experience is measured, but the results are not actionable. The most widely used customer experience metric NPS (check what Net Promoter Score is about and how to use it for your company) actually gives all the necessary ingredients for the actionability. When customers are asked not only the score but also why they gave that score, they provide very useful information about the drivers of satisfaction or dissatisfaction.

Feedback 117

Feedback Analytics Metrics Technology 117

Bright Pattern

NOVEMBER 7, 2017

It’s easy to think of a contact center as an operational necessity for both inbound and outbound customer activities. But, as a Bright Pattern's new customer and online lender discovered, with the right infrastructure, the contact center can serve as a strategic differentiator that empowers agents to deliver much higher quality customer service.

Contact Center 99

Contact Center Customer Service 99

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

Jon Arnold

NOVEMBER 10, 2017

This crossed my path recently, and wanted to share it as a good resource/overview of technologies currently leading the contact center space. RichCall is a contact center vendor I didn't know previously, and they recently compiled a pretty extensive summary, based on industry research and insights from analysts/consultants/experts in this space. This is a handy reference post if you want a 5 minute snapshot of what's driving contact center technology and what's coming next.

Contact Center 80

Contact Center Technology Benchmark Consulting 80

SharpenCX

NOVEMBER 10, 2017

Learn the definitions and calculations for 13 common contact center metrics. [.]. Read More. The post 13 Contact Center Metrics: Definitions & Calculations appeared first on Sharpen Contact Center Software.

Contact Center 81

Contact Center Metrics Contact center software Customer Experience 81

Amity

NOVEMBER 6, 2017

You’ve emailed your customer multiple times, and nothing, still nothing. It’s painful, you can feel the customer getting closer to the dangerous churn zone, but you can’t seem to get a hold of them to chat or even schedule a call. This tends to happen a lot, customers get busy and they start thinking of you as a burden because they don’t see these calls as a priority.

Metrics 81

Metrics Marketing Customer Care Personalization 81

West

NOVEMBER 9, 2017

Interactive Voice Response (IVR) is a frustrating contradiction. Customers love self-service, yet common IVR complaints lead many customers to groan as soon as they hear a machine on the other line. You know the value of your IVR. It cuts call center costs, improves self-service and provides valuable data about each and every call. You could just let the IVR keep running as is without concern about these common IVR complaints, but that isn’t going to create an experience that meshes with the des

Interactive Voice Response 80

Interactive Voice Response Self service Call Center 80

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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

Nexmo

NOVEMBER 9, 2017

As users increasingly rely on voice bots and personal assistants for recommendations on their buying decisions, businesses will do all they can to have their products and services listed among the suggested options. Opearlo Co-Founder/CTO Oscar Merry and I speculated on what that experience might be like for users. Watch the video of our conversation […].

Personalization 78

Personalization 78

Totango

NOVEMBER 10, 2017

Customer Health continues to be a hot topic among Customer Success professionals for obvious reasons. Getting your customer health model right is critical to the foundation of a great customer success operation. In part 2 of our customer health webinar series, we tackled “How to Measure the Effectiveness of a Customer Health Model” and discussed a more advanced approach to customer health.

Upselling 76

Upselling Accountability Metrics Technology 76

Customer Experience Matters

NOVEMBER 9, 2017

In a recent post, Temkin Group analyzed 10 emotions that consumers feel after completing a number of different interactions. We decided to dig deeper into one of those interactions, getting tech support for a computer. We analyzed the emotional responses across different ages of consumers after that interaction and found that: All ages of consumers are most likely to feel relieved The next most frequent emotions are happy and frustrated As you can see in the chart below: 18- to 24-year-olds: Whi

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Customer Experience 80