Sat.Mar 07, 2020 - Fri.Mar 13, 2020

What Does Customer Experience Look Like in the World of Coronavirus?

inmoment

We’re getting lots of emails these days from airlines, restaurants, schools, and grocery stores—and they’re not survey invitations! Rather, these messages are about what these organizations are doing to prevent the spread of the coronavirus (and how they can attempt to put their customers at ease during this pandemic). As CX professionals, we help our clients leverage our technology to garner insights they can use to drive business outcomes.

Use Agent Voice DNA to Improve Contact Center Hiring Results

Contact Center Pipeline

Providing a good customer service experience is more important than ever. One bad experience over the phone can lead to bad reviews, criticism on social media, and—the worst scenario—loss of business. Research from Accenture found that 68% of customers have switched providers because of bad customer service, which means that people are looking at their […].

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The ROI of Contact Center Benchmarking

Transparent BPO

“If you can’t measure it, you can’t improve it.” ” That adage, coined by Peter Drucker, a man regarded as the inventor of modern business management, testifies to the fact that measuring performance is vital to the success of any business or industry — including the contact center industry.

Why Knowledge Management is Critical for Remote Teams

Guru

You slam the snooze button. “I’ve I’ve got another fifteen minutes,” you tell yourself. You’re working from home today. No sweaty subway ride. No bumper to bumper traffic. And, as an added bonus, you can even stay in your Frozen pajama pants (side note: this author’s cover is now blown). Ah, remote work. Remote work has earned a media spotlight for all the wrong reasons recently amid panic relating to COVID-19 (coronavirus).

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Are You Making This BIG Mistake?

Beyond Philosophy

Have you ever made a snap judgment about another person only to discover you were wrong? I have. Psychologists call this a Fundamental Attribution Error (FAE), and it can wreak havoc on your customer-driven growth. . We explored FAEs in our latest podcast and the effect they can have on your Customer Experience outcome. We also discussed why recognizing them is essential to your bottom line and some steps you can take to prevent them. . What is an FAE? .

InformaTech

InformaTech

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Building the Business Case for Contact Center Improvements

NICE inContact

Even for the most obvious investments that drive improvements to your business; the process of building consensus, addressing cultural change and locking down an airtight business case can be troublesome even for the most seasoned business leader. Call Center Best Practices Advantages of the Cloud Contact Center Trends & Insights Customer Experience

The Employee Experience Starts with the Hiring Process

ShepHyken

Every company wants to have good employees. More importantly, they also want the right employees. There’s a difference. The smartest person in the world may not end up being a good cultural fit for a company. Every company has a personality, and the people they hire must possess the right skills, character and behaviors to fit in. This differs from company to company, so what works for one may not work for another.

Everything’s On Script: The Advantages of Custom Phone Scripts

TeleDirect

Does your call center rely on improvisation? Could your contact platform use a communication protocol that’s more in line with your products, services, and overall brand message? Custom call scripts can help. Most contact centers, including TeleDirect’s outsourced call services , use some sort of base script content to develop an overall communication theme, or at the very least provide a basic structure to build out custom messaging across your departments (sales, service, etc.).

Building a Strong Foundation for Employee Engagement

Monet Software

5 Basics Every Call Center Must Get Right. Employee engagement is a powerful force. An engaged workforce is associated with better customer retention, lower turnover, greater productivity and among publicly traded companies, even higher stock price. Enticed by these benefits, some contact center leaders dive into employee engagement strategy with motivational speeches and recognition programs to fire up the team—only to find the initiatives don’t move the needle.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Are Microskills the Key to Surviving the Bots?

Contact Center Pipeline

As the next decade is upon us, we should all take a minute to understand the big trends that are going to impact our contact centers. Do you have anxiety about the bots? More broadly, are you thinking about how technology will impact how business is conducted in the contact center? Don’t worry about the […]. Agent Development agent development agent experience call center contact center microskills performance tools training upskilling workforce development

Guest Post: 5 Ways a Ticketing System Empowers CS Teams to Build a Delightful Experience

ShepHyken

This week we feature an article by Dwayne Charrington , a technical writer currently associated with ProProfs Help Desk. He shares the benefits of incorporating a help desk ticketing system into your business. Experience-led businesses have 1.7x higher customer retention, 1.9x return on spend, and 1.6x higher customer satisfaction rates” – Forrester. Coming from the house of the most credible platform ( Forrester ), this quote has truth in every word!

Call Center Regulatory Compliance

Callminer

Accommodating regulatory guidelines and remaining compliant with strict mandates can be tough for any call center organization to do. As communication technologies continue to evolve, so too do the various threats that target them. Call centers are at the bullseye in terms of their strategic attractiveness for malicious actors. Such organizations regularly intercept and process important, sensitive data pertaining to customers and clients across a large variety of industries.

Are You Making This Big Mistake?

Beyond Philosophy

We all misjudge other people’s motivations at times. The academic term for it is a Fundamental Attribution Error (FAE). An FAE describes how we misinterpret our limitations and the motivations of others and how we mistakenly attribute successes and failures for ourselves and others. This episode of The Intuitive Customer explores FAEs’ effects on customer-driven growth. Understanding customer behavior avoids FAEs so you can manage the Customer Experience to a profitable place.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

23 Service Improvement Tactics That Work (Number 4 Is My Favorite)

Steve DiGioia

Reevaluation. It’s a tried and true method to improve your customer service. But how many use this often enough to benefit from its findings? Good question. Sure, each business is different and with specific challenges to be addressed, so the important thing is that you start finding tactics that can make a difference in your business and put them to use right away. Today’s post will give you 23 service improvement tactics that work. But first, let’s reevaluate your policies and procedures.

5 Top Customer Service Articles For the Week of March 9, 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. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. SmarterCX) The chatbot age is here. According to Gartner, the average person will have more conversations with bots than their spouse by 2020.

Executive Interview with LogMeIn’s Ryan Lester

Contact Center Pipeline

We have all used your products for many years. I am thrilled to have the opportunity to sit down and discuss the organization behind these solutions. You have enabled our abilities to work remotely and securely. (I I even shredded my cheatsheet of passwords for your product! And, that is saying a lot!) My conversation with […]. Technology call center chatbot Collaboration communications contact center customer engagement customer support virtual customer assistance

Remote assistance: protecting customers and employees from coronavirus

TechSee

To mitigate the impact of crises such as natural disasters, epidemics and terror attacks, leading companies are adopting innovative remote assistance methods to address the safety concerns of their employees and customers. Organizations will often ask staff to work from home in order to minimize physical contact and because transportation is limited.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

How to Use Guru to Transition to Remote Work

Guru

We know that with the COVID-19 pandemic , there’s been a massive, sudden shift to remote work. As with any sudden change, there are a lot of moving pieces — and a lot of questions. It’s critical for both the well-being of your employees and the continuity of your business to reduce confusion. Here's how Guru can help. Jump to: What knowledge to put in Guru. How to structure your knowledge. Alerting people to critical information. Keeping knowledge trusted.

Guest Post: 5 Ways a Ticketing System Empowers CS Teams to Build a Delightful Experience

ShepHyken

This week we feature an article by Dwayne Charrington , a technical writer currently associated with ProProfs Help Desk. He shares the benefits of incorporating a help desk ticketing system into your business. Experience-led businesses have 1.7x higher customer retention, 1.9x return on spend, and 1.6x higher customer satisfaction rates” – Forrester. Coming from the house of the most credible platform ( Forrester ), this quote has truth in every word!

Overcoming customer self-service obstacles

TELUS International

Customer Service Channels

Your best sellers are prescribing solutions

Tethr

Today’s top sellers help customers decide not just what to buy but how. In order to drive conversion upward, sales teams must sell solutions, not products. While the modern buyer is more informed and savvy than ever before, information overload along with too many options can confuse customers to the point of slowing down or even stopping their purchasing journey.

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!

How to Use Customer Success Analytics to Your Advantage

Totango

Using customer data to illuminate the road ahead is always going to be far more effective than winging it or blindly assuming that what has worked in the past will continue to work in the future. Still, customer data needs to be carefully tracked and evaluated in order to be worth gathering in the first place. Understanding how to use customer success analytics to your advantage is key to seeing your enterprise’s roadmap for the future. Tracking Data Throughout the Customer Journey.

Amazing Business Radio: Rupesh Patel

ShepHyken

The Secret to Getting Customer Reviews. The Strategy Behind Getting and Utilizing Customer Feedback. Shep Hyken interviews Rupesh Patel. They discuss the importance of customer feedback and strategies for getting positive reviews. Top Takeaways: Even if you think customer reviews don’t apply to your business, they are still important. Regardless of your industry, customers are reading reviews online or on some industry forums before they decide to do business with you.

Omnichannel Customer Engagement 101: Every Business Owner Should Know

ProProfs Chat

Did you know that 64% of modern consumers care less about the price if they are getting the best customer experience? As a result, companies are adopting a customer-centric approach to find out what customers like and what they don’t. This has made modern buyers highly demanding. . Buyers today expect to have multiple touchpoints with the retailer. They want to interact with their brand via various channels, while all interactions are unified. .

Tethr responds to COVID-19 outbreak

Tethr

Tethr continues to monitor the fast-moving developments regarding the COVID-19 epidemic. We have a Business Continuity Plan in place to reiterate Tethr’s dedication to our customers; uninterrupted, secure and resilient service being part of that commitment. In order to demonstrate transparency, we are openly sharing details on our plans and how we carry them out while supporting the health and wellbeing of our employees. The show must go on. Maintaining uninterrupted service is our priority.

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.

Airline Communication Amid Coronavirus - Any Lessons?

Teresa Allen

As a customer service speaker, I am a frequent traveler on multiple airlines. Over the past week, I have received communication from several airlines re changes in policies amid the Coronavirus spread. As a customer, I felt some were far better than others and thought it would be interesting to evaluate a few if them from a customer communication / customer service perspective.

Guest Post: 5 Ways a Ticketing System Empowers CS Teams to Build a Delightful Experience

ShepHyken

This week we feature an article by Dwayne Charrington , a technical writer currently associated with ProProfs Help Desk. He shares the benefits of incorporating a help desk ticketing system into your business. Experience-led businesses have 1.7x higher customer retention, 1.9x return on spend, and 1.6x higher customer satisfaction rates” – Forrester. Coming from the house of the most credible platform ( Forrester ), this quote has truth in every word!

XM Fireside Chat: Experience Design With Bruce Temkin And Isabelle Zdatny

Experience Matters

Watch Bruce Temkin and Isabelle Zdatny from the Qualtrics XM Institute discuss Experience Management. The post XM Fireside Chat: Experience Design With Bruce Temkin And Isabelle Zdatny appeared first on Experience Matters. Customer experience Disrupt