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

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.

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. Make your IVR options relevant.

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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.

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.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

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.

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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.

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. .

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.

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 New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

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.

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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.”.

What Is a Good Customer Effort Score and How Can You Earn One? The Complete Guide

TechSee

How can a company achieve a good Customer Effort Score? Well, let’s look at things from the consumer’s perspective. Kevin and Beth are planning their honeymoon to Hawaii and need to choose a travel insurance provider.

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.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

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.

A Customer is Yelling. What Would You Do?

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.com and affiliated sites. Here's what I know about the man who was yelling inside of the post office.

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.

Are Data and Technology Actually Hindering Inside Sales Teams?

Integrity Solutions

A customer-needs-focused philosophy is just as important for inside sales teams as it is for the external salespeople—in some ways, even more so. By Will Milano. What’s on the minds of inside sales leaders as we head into mid-year?

Sales 99

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Proving the Value of a CX Strategy to Your Executive Team

GetFeedback

Customer experience is not a new concept. We heard by now that the battleground for business growth lies in your ability to provide a better customer experience than any of your competitors.

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.

Clash of the Ecommerce Titans : Magento Go Vs Shopify Vs Bigcommerce Vs Volusion Vs 3DCart

OctopusTech

Ecommerce platforms essentially assist online businesses and shoppers in managing a myriad of functions such as inventory, creation of accounts, wish lists, maintenance of order histories and assessing margins.

5 Ways to Empower Teams to Deliver Great Customer Service

Kayako

There is a lot of focus on employee engagement and experience these days. And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers. Simple.”

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

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. Try to understand how your brand’s actions and communications make a customer feel.

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.

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.

4 Steps to Make Your Customer Service Experience (CX) Program Truly Global

GetFeedback

Customer experience (CX) programs mean a lot to businesses. After all, customer attraction and retention is a huge part of a company’s success. Creating the perfect customer service experience to your business can be a little intimidating.

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.

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.

7 Ways to Grow Your Business with a Telephone Answering Service

Ambs Call Center

There are many reasons for business owners to consider hiring a telephone answering service. These include providing 24/7 availability, improving customer service, and enhancing customer-facing communication.

Text Analytics and CustomerCount reporting improves customer experience

Customercount

Case Study: Breckenridge Grand Vacations uses Keatext text analytics and sentiment analysis to improve customer happiness. Continue reading → The post Text Analytics and CustomerCount reporting improves customer experience appeared first on CustomerCount. Case Studies