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.

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.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

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.

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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.

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. .

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.

B2B 245

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.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Because self-service emergence is increasing, the need to assess the amount of support being given to our customer service reps is more important than ever before. Is there a way to find the right balance between self-service and support?

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.

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.

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

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.

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.

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?

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.

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.

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.

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?

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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.

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

Jenny Dempsey to Talk Workplace Wellness at ICMI CCExpo

Customer Service Life

Did you catch the announcement? If not, look up! I’m speaking at ICMI Contact Center Expo in two weeks and I can’t freakin’ wait! I’m also anxious. Very anxious. I’m going to get vulnerable up there in front of you. I encourage you to be vulnerable.

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.

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.

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.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

5 Technologies that Piqued Our Interest in Q1

Customer Service Life

This article was originally published on the FCR blog on March 29, 2019. Click here to read the original post and click here to watch a video description of this post.

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.

Debunked! The Top Six Most Common Live Chat Myths

Comm100

With the rise of every new, digital communication channel, there’s always certain misconceptions or hearsay spread around with it – and I can’t blame them. How do you know what a new channel can do for you if you don’t understand it?