Sat.Jan 18, 2020 - Fri.Jan 24, 2020

How to Create an Omnichannel Customer Service Experience

Solvvy

Did you go see the new Star Wars movie over the holidays? If so, you may have looked up reviews on your computer, watched a preview on your iPad, purchased tickets on your mobile phone, and used SMS delivery to show them to the usher. . If so, this isn’t a unique customer experience. Today’s consumers are screen-shifters by nature, and it’s changed the customer journey to an omnichannel experience that incorporates many different devices and platforms. .

Why Contact Centers Can't Scale with Salesforce Knowledge

Unymira

Knowledge management is a key ingredient of effective and successful customer service. But transforming information into knowledge is tough. As customer service needs steadily grow, many Salesforce Knowledge users find their specific contact center requirements outgrowing the tool’s features.

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6 Tactics to Focus on for Preventing Customer Churn

TeamSupport

The concept of “customer churn”, or customers leaving a business, is something that keeps executives around the world awake at night. Especially in the B2B (business-to-business) industry, losing just one major customer can make or break a business.

B2B 63

If You Want Customers to Say Yes, Try THIS

Beyond Philosophy

Sometimes people say no to sales offers out of habit. They have rules or expectations going into the interaction that preclude them from saying yes. There are ways to overcome these habits.

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!

Innovation: What’s the Right Amount for Your Contact Center?

Contact Center Pipeline

Innovation is a requirement in most organizations. Without innovation, businesses will likely struggle to stay relevant and even survive. Most of us have a mandate (implied or explicit) to be innovative.

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3 Considerations When Implementing a Conversational AI Application

Interactions

This blog was written with help from Sheetal Sekhar. Conversational AI is a subset of artificial intelligence (AI) that refers to building a voice or text assistant that can engage in human-like dialogue, capture context, and provide intelligent responses.

Guest Post: The Secret to Stand-Out Store-Level Customer Service

ShepHyken

This week we feature an article by Brett Patrontasch, CEO of Shyft. Brett provides three insightful ways to help improve customer satisfaction and employee empowerment. Most retail businesses understand that the best service strategies won’t succeed if store-level employees don’t feel motivated.

Batteries Included

ShepHyken

“There are two kinds of people: Batteries Included and Batteries Not Included.”. That quote comes from Dan Sullivan, founder and president of the Strategic Coach program. If you’ve been following my work, you’ll probably recognize his name.

How to Use Artificial Intelligence in Your CX Program

GetFeedback

Artificial intelligence (AI) is improving all the time and slowly making its way into our offices, activities, and homes.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Why Your CX Job is Probably on the Line This Year

Beyond Philosophy

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. It is a bold prediction, and I agree with it. Why are so many Customer Experience professionals facing the ax this year?

Visually Enhancing Agent Experience Creates Better CX

TechSee

With days jam-packed with frustrated customers, confined to a cubicle and often on a low pay scale, it is inevitable that poor agent experience leads to reduced motivation and even burnout.

Three Major Predictions for the 2020 Contact Center

Contact Center Pipeline

In today’s highly dynamic digital economy, there is no set safeguard against uncertainty. We live in an era where a single tweet or photo can completely reshape a brand’s perception—for better or worse.

The Right Survey to Measure Each Touchpoint of the Customer Journey

GetFeedback

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. .

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

Is your contact center really providing an Effortless Experience?

Tethr

You settle down for the night, planning to finally watch that HBO film you recorded weeks ago. The kids are in bed, the popcorn is popped and you have arranged yourself on the couch in a way that says “no, I don’t plan on moving for the next two hours.”

Improve customer service without breaking the bank

TELUS International

CX Best Practices

What You Must Know About Your Bias in Decision-Making

Beyond Philosophy

We do research called an Emotional Signature ® that examines the Customer Experience from a subconscious psychological perspective. Therefore, by definition, you get a different viewpoint after you undertake it for your organization. .

Christmas Parties for Employees: What Not to Do

CSM Magazine

Well, it’s that time of year again. Even if you are not the most social person in your office, this tends to be the time where most of the company get together and hopefully, have a good time. Of course, definitions of good times vary between individuals.

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.

Understanding the Customer Success Team Structure

Totango

The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals.

5 Effective Methods to Identify and Meeting Customer Needs

REVE Chat Blog

Most of the businesses focus on innovations and fail to align their brand with customer needs. Businesses that are customer centric focus on identifying customer needs to build the best suitable products and services to create great value for customers.

Amazing Business Radio: Jim Gilmore

ShepHyken

Excellent Service in an Experience Economy. How to Create an Experience That Wins Customers. Shep Hyken interviews Jim Gilmore. They discuss the new edition of The Experience Economy: Competing for Customer Time, Attention, and Money , which Jim co-authored with Joseph Pine.

Contact Center 2020: Yesterday and Today

Contact Center Pipeline

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020.

How a Community of Practice Can Support Your Customers

Speaker: Georgina Cannie, Online Community Lead, Pragmatic Institute

Join Vanilla Forums on Thursday, July 9th 2020 at 12 PM ET for a webinar led by Georgina Cannie, Head of the Pragmatic Alumni Community for Pragmatic Institute, as she explores how Online Customer Support Communities can incorporate CoP programs.

The Secret of Pricing

Beyond Philosophy

The Secret of Pricing. Academia has a problem with names. They are not always, well, intuitive. Hyperbolic Discounting is an excellent example of a pertinent business area disguised in a difficult-to-interpret label. Hyperbolic Discounting does not mean what you might think.

Lead Generation World:  A Q&A with CEO & Founder Michael Ferree

Convoso

We just got back from a dynamic industry trade show in Denver, Lead Generation World. The conference proved an amazing opportunity to network with both new and familiar faces. Together, we learned more about the challenges and solutions taking place in the changing lead gen industry.

5 Top Customer Service Articles For the Week of January 20, 2020

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. Customer Effort Score or Customer Satisfaction? by Martin Powton.

You Must Be Padding Your Resume ‘Cause You Can’t Be That Good

Steve DiGioia

I saw this written on a resume the other day. One of her past job duties was “ Joyfully greeted guests “ My first reaction was, “What kind of B.S. is that to write? You must be padding your resume ‘cause you can’t be that good.

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.

Avoid this massive mistake being made with AI

Beyond Philosophy

How AI will Change CX for the Future. Customer loyalty is what most businesses want. The more your customers buy from you, the more you improve your bottom line, not only in increased sales but also in decreased customer acquisition costs.

Customer Advocacy – A Term Changing the Dynamics of Marketing

ProProfs Blog

If I were to ask you what’s the most trusted source for knowing whether a product or service is worth taking? Would you say: Product/service reviews? Research? . Competitor Prices? What if I were to tell you that the aspect that genuinely tops the list is what your friends and family think?

The Top 7 Churn Management Strategies for B2B Enterprises

Totango

You are not powerless in the face of churn. There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan.