Sat.Apr 27, 2019 - Fri.May 03, 2019

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The Top 5 Contact Center Trends for 2019

Etech GS

Contacting a company in the hopes of resolving an issue only to receive less-than-impressive service is likely a scenario you’ve personally encountered at least once in your lifetime. It should come as no surprise that negative customer experience with a company’s contact center poses a huge threat to the consumer’s loyalty to that product or brand.

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5 Rules for Giving Customers the Self-Service They Want

VocalCom

When designing great customer experiences, every brand should think about its self-service. As much as customers appreciate agents who help solve their problems, many prefer to resolve simple issues themselves. Gartner states that 81% of customers attempt to find solutions on their own before contacting an agent. Here are five rules for creating self-service options that truly benefit your customers.

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Build Rapport Over the Phone with This List of Best Methods

Calltools

The success of any business depends on effective communication and a good rapport between your customers and your staff. What does a relationship built on good rapport look like? It means that your staff and your customers have an agreement and mutual understanding. It implies that they have a sense empathy for each other that makes communication seamless and effortless.

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What Customer Emotions Drive the Most Value

Beyond Philosophy

What Customer Emotions Drive the Most Value. 15 years ago, in Munich, I was asked a question I couldn’t answer when presenting to an insurance company. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. No, he wanted to know how much money he would get back by investing in my idea. I didn’t know.

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Mastering Remote Onboarding: Proven Strategies for Seamless New Hire Integration

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.

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Customer Service and CX Lessons from Three Iconic Brands

ShepHyken

I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between people throughout the buying process or when there is a problem. That’s part of the customer experience, but there is much more to CX than service. It’s the entire journey, from the moment a customer thinks about doing business to any and every interaction point, whether it’s in person, on a digital channel, or with the produc

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5 Ways Tomorrow's Contact Center Will Deliver Value

Call Center Weekly

By: Andrew Gilliam Imagine what the world will be like after you've checked off every box on your customer experience to-do list. Pre-purchase anxiety no longer exists, thanks to careful messaging and word of mouth. Product issues are eliminated at their root-cause, before goods leave the factory. Service failures are anticipated, and recovery is automatic.

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Why Are Insignificant Things So Significant?

Beyond Philosophy

Why Are Insignificant Things So Significant? Have you ever had the feeling that something about a buying experience didn’t feel right? Chances are if you did, you didn’t buy the product or service. Most times, how a purchase feels is a driver for our customer behavior. This episode of The Intuitive Customer explores why insignificant things are so significant.

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Guest Blog: Why Convenience is a Key Differentiator in CX

ShepHyken

This week we feature an article by Jaime Bailey who writes about how important convenience has become to the customer experience and how it is a necessity for providing a competitive edge in today’s marketplace. . As has been widely documented, the balance of power in today’s marketplace has shifted away from the town square and to the customer.

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Take Challenging Customers From a Boil to a Simmer Using the Reframe Method (Step 2 of My De-escalation Strategy)

Myra Golden Media

Last week I shared my 3-Step De-escalation strategy at a Salesforce Trailblazers conference in Minneapolis. You know you’re creating value in a presentation when people start taking photos of your slides, Q & A is endless, and when your Twitter feed is aflutter with comments, compliments, and questions. I gave the audience my 3-Step De-escalation Strategy: Recognize, Reframe, Resolve.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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Why We Need Less Leadership

Call Center Weekly

By Kathryn Frankson Ok, ok so we still need leadership. But, as someone who just wrapped an Experienced Manager training I'm now convinced that we actually need more management. Even typing that feels a bit underwhelming because management conjures up thoughts of scheduling, status reports and approving PTO; however, when done right management is truly the catalyst for achieving business outcomes.

B2B 227
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Protecting Customer Data, Part 3: Shining a Light on Dark Data

Contact Center Pipeline

Hoarding data has been the standard practice for most businesses for years. Whether it’s customer data, email, survey data, presentations, reports, zip files, log files, call recordings, employee information, old versions of documents, account information—companies have stockpiled vast amounts of information. Gartner defines this as dark data—“the information that organizations collect, process and store during […].

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Amazing Business Radio: Patrick Campbell

ShepHyken

Customer Obsession. Subscribing to the Customer Relationship to Win in Business. Shep Hyken interviews Patrick Campbell. They discuss subscription models, company culture, hiring right, and becoming “customer-obsessed.”. In Shep’s opening monologue, he talks about innovative ways to use a subscription model to enhance your business. The Interview with Patrick Campbell: Any and every company should consider implementing a subscription model.

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Creating a Customer-Centric Culture with Shep Hyken

ProProfs Blog

We at ProProfs bring to our readers a thought-provoking conversation we had with Shep Hyken , the Customer Service and Experience Expert. He is the Chief Amazement Officer of Shepard Presentations. A bestselling author featured on the New York Times and Wall Street Journal, he has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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SMS Survey Best Use Cases

GetFeedback

Text message (SMS) surveys are a great solution for gathering feedback from customers who are on the go. In fact, 90% of SMS messages are read in the first 3 minutes and 82% of people say they open every text message they receive. Not only does SMS have a high engagement rate, but according to a study conducted by the University of Michigan , people are more likely to give accurate feedback over text.

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The Avaya-Mitel Tie-up: Ghost of Nortel Comes Home

Fonolo

News broke last week that Mitel is proposing an all-stock buy-out of Avaya. The week prior, rumors were circulating that Avaya was engaging bankers to find a buyer. This is the latest twist in a long, zig-zagging road for the company. It’s only been 16 months since they emerged from bankruptcy. There’s a tasty irony to an Avaya-Mitel merger. Avaya’s core call center business was the result of an acquisition of Nortel assets, following the latter’s bankruptcy in 2009.

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4 Reasons Customer Service Ratings Matter More Than You Think

TeamSupport

Feedback matters in the customer-centric era of business we work in. Whether it’s a customer telling your CEO that an agent did a great job or giving them a “negative” face after a chat session, there are many ways companies can receive feedback about their business. One method that has increased in popularity over the years is ratings on third-party sites.

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How the Best Brands in the World Blend Workforce Engagement and a People-First Mission to Keep Employees (Call Center Agents Included)

SharpenCX

What do you call a fiercely loyal grocery shopper who only shops at Wegmans? A Wegmaniac. That’s right – Wegmans’ customers love the Rochester, N.Y. chain so much, they’ve given themselves a nickname. And, one even re-upped a football contract. Read More. The post How the Best Brands in the World Blend Workforce Engagement and a People-First Mission to Keep Employees (Call Center Agents Included) appeared first on Sharpen Contact Center Software.

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Reimagine Your Communications With A Unified Platform

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.

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Customer Service: It’s the Little Things That Matter

CSM Magazine

It is often the small details that customers notice and remember more than the product they purchased. Pay attention to the little things and your customers will love you even more. The dinner meeting is off to a good start. You reserved the executive meeting room in your restaurant on your property. You know the one: dark wood-grained conference table, plush high-back chairs, and sleek, modern art adorn the walls.

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Nexmo Named ‘Most Implementable’ Cloud Communications Platform in Latest G2Crowd Report

Nexmo

After you’ve chosen a solution that will help your business meets its goals, all that stands between you and those desired results is implementation. Depending on the solution you choose and the provider’s commitment to customer onboarding, that implementation can range from a seamless deployment path to a painful process mired in complexity and missed expectations.

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A promising answer in the insurance industry talent crisis

Liveops

Insurers are creating products for the gig economy but are they tapping it for talent? With two-thirds of working Americans anticipated to take part in the gig economy in less than 10 years, the uber-traditional industry of insurance is making inroads into this paradigm. In the gig economy, there are all kinds of challenges in navigating liabilities and industry giants are assessing how to respond.

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Customer Service Training: How it Can Impact Your Bottom Line

Nicereply

It is every company’s responsibility to realize the difference that well-trained CS can make to its bottom line: financially, and reputation-wise. In today’s competitive global economy, companies have to be run like a tight ship and make sure that they are doing all they can, in the best way possible, to stay in business and be ahead of the competition.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Improve Customer Experience with Knowledge Management

CSM Magazine

A well-planned and maintained knowledge management system is the cornerstone of a successful customer experience strategy. No matter how great your product or service may be, customer experience can make or break your business: Modest improvements to customer experience can generate up to $775 million over three years for a company. 70% of consumers say they will continue to support companies that give them great customer experience.

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The ROI of Healthy Employees

Customer Service Life

In order to take the best care of others, we must first take the best care of ourselves. Do you agree? In the Innovators podcast episode with Phillip Lew, learn about how taking care of your employees and creating programs that inspire health and wellness have tangible financial benefits for organizations. I share realistic advice for organizations and leaders looking to help their employees become healthier, and happier.

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Evolving employee engagement with Workforce Management (WFM)

teleopti

From experience Teleopti believes successful companies start with inspired people and here CEO, Olle D?ring outlines 7 winning strategies to make your organization a great place to work. At Teleopti we agree with the saying “ to win in the marketplace, you must first win in the workplace ”. This is especially relevant as employees often spend more waking hours with their colleagues than they do with their own partners or families so keeping them happy and engaged should be a top priority.

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The Top Three Ways to Improve Customer Engagement and Loyalty for Enterprises

Totango

Customer loyalty is priceless. If you retain customers , they’ll spend far more than the price of their initial purchase over a lifetime. Plus, current customers are more likely to make major purchases or upsells. But the only way to cultivate this prized group is to form meaningful connections which increase customer engagement and loyalty. Always keep the customer experience in mind.

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What Does it REALLY Mean to Put CX First?

Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

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What is a Ticket Management System?

ProProfs Blog

“Customer service should not be a department. It should be the entire company.” — Tony Hsieh, CEO of Zappos. Assisting customers is a straightforward practice in essence. In fact, it is inherent to any business activity and is a natural process whenever customer interaction occurs. For instance, you run an offline store, you talk to a visitor, provide assistance and maintain ethics of conversation whether or not that customer makes a purchase in the end.

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6 Reasons to Use Business Text Messaging

Quiq

It’s no secret that texting is the preferred channel of communication for most consumers. The ease and convenience of text messaging aren’t lost on any generation. While volume and velocity may differ from the Millennials and Gen Z populations versus Baby Boomers, most would agree that text is best. Popularity and ubiquitousness aside, there are other reasons that a business should use business text messaging to engage with their customers.

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6 Customer Retention Strategies That Keep Customers Coming Back

ChurnZero

The following is a guest blog post by Sam Makad. . If you want your business to be successful in the long run, it pays to give priority to customer retention. Landing a customer who will pay for life is like hitting the jackpot. After all, it takes five times more effort to land a new customer than to retain an old one. But loyal customers don’t just appear out of thin air.