Sat.Apr 23, 2016 - Fri.Apr 29, 2016

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Ask the Experts: What Are Your First Call Resolution Best Practices?

Callminer

Recent data shows that 80% of business executives view customer loyalty as their primary marketing initiative for the next year. Which metric accurately corresponds to customer loyalty? First call resolution (FCR) – often considered the most important KPI to measure and track within a call center– is directly linked to a consumer’s level of satisfaction […].

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The Secret Customer Service Trick One Landscaper Used To Get My Business

Steve DiGioia

find a way for your customers to make an easy decision to purchase This original article was written by Steve DiGioia. Finding a landscaper to plant some shrubs and flowers in front of your home should be an easy task. One landscaper is pretty much the same as another? Or are they? What makes one landscaper better than another? What’s the secret customer service trick?

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Top 5 Posts in April

Contact Center Pipeline

April is drawing to a close. Make sure you didn’t miss our most-read posts for the month. Top topics ranged from WFM tips and insights, a look inside Carbonite’s award-winning contact center operation, trends on evolving skills and roles for contact center functions, insights into frontline leader learning and training opportunities, and a glance inside […].

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The A-List: Customer Success

Amity

Frequently updated and always on point, the A-List is a snapshot of what's happening in the world of Customer Success. Handpicked by our editors, the list is refreshed regularly, so if you think we're missing someone, feel free to let us know. Alex Bakula-Davis. Director of Customer Success - Proven. Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Five Top Causes of Customer Attrition (and How to Deal With Them)

Win the Customer

While customer service problems aren’t always your fault, your ability to respond to a customer’s concern is within your control and is the responsibility of your organization. Being able to take action on the behalf of customers lies at the core of successful customer service experience. Today we explore five most common causes of customer attrition in customer service and how service agents can deal with them to save the customer experience and make things right for their customers

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Employee Advocacy Is Rooted in Culture

Contact Center Pipeline

Businesses pour an incredible amount of time and budget into creating positive buzz on social media. While tweeting, liking and sharing have been largely the domain of marketing and social media teams, more companies are encouraging their employees to become brand ambassadors using their personal social networks. It’s called employee advocacy, which is not a […].

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14 Steps to Create the Perfect Live Chat Customer Experience

Kayako

Is your organization looking for ways to improve customer experience on live chats? Perhaps there are new hires in your company who are having a hard time getting to grips with live chats. Are you looking to improve your customer handling time (CHT) on chat? In this post, I’ll share a structured workflow which you and your team can follow when handling live chats.

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What a Security Breach Could Mean for Your Business

Win the Customer

Security breaches have been making headlines lately as many major government bodies and corporations experience hacks that expose thousands of confidential documents. Although it may seem like this type of threat isn’t relevant to the smaller businesses of today, a security breach can happen to anyone. It’s important to understand the risk factors, consequences and preventative measures you can take to ensure that your business and employees are protected.

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Enhance customer service experience using self-service

Vonage

When I was in college, I worked at a gas station. This was at the time when gas stations were converting from full-service to self-service. Where we previously would pump the gas for the customer as well as wash their windows and check their oil, the new procedure was that they would pump their own gas and we, the employees, would simply collect their money and say “Thank you.”.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Quick Tip: Consider an Internal Advocacy Program

Contact Center Pipeline

Employee advocacy can be very impactful if there is a really clear and articulated business case for the program, and if every element of the program is anchored in the business case, says Christopher Hannegan, Edelman’s executive vice president, U.S. Practice Chair, Employee Engagement. Practical pointer: Most companies think about employee advocacy as making it […].

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Not All Data is Important for Your Customer Experience Strategy

PeopleMetrics

In the arms race for customer intelligence and customer experience improvement, you may find yourself compelled to blindly collect data. It may go something like this: Talking Head: Big data is the future. Replying Head: Yes, future. Big data. TH: Let’s collect data. RH: I agree. Which data do you want to collect? TH: I guess all of it. RH: This is a good plan.

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How to Give Your New Small Business a Professional Vibe

Win the Customer

If you want your new small business to be competitive against the established ventures in your niche, it’s important to pay attention to the details that will create a professional appearance. Here are a few tips for how to give your new small business a professional vibe. Get a Professionally Designed Logo. A professional, memorable logo will help to maximize the money and effort you spend on your company’s branding efforts.

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Dare to Care: Why You Can’t Script Sincerity in Customer Service

CSM Magazine

Learn why your customer service team must have empathy, sympathy, patience, tolerance, understanding, passion and, of course, sincerity. It’s not that hard to notice when you’re dealing with a customer support rep who is less than sincere. They tend to say some of the same things over and over, such as, “I can understand why you would feel that way and we are sorry for your inconvenience.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Why Most CCM Solutions Aren't Very Cloud-Friendly.Yet

Topdown

Cloud-based software and software-as-a-service (SaaS) solutions appeal to many enterprises. Most companies are either looking for software they can access through a web browser and/or they want to subscribe to or “rent” their software for a monthly fee. How an organization pays for its software is often a function of their CFO’s preference — for example, to capitalize the purchase of software for EBITDA reasons, or treat it as a monthly operating expense for cash flow reasons.

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How to Manage Multiple Surveys with Salesforce

GetFeedback

There are two main ways to approach managing multiple surveys within Salesforce, and we’ll look at specific use cases that illustrate each one.

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Is it time to become a Customer ‘LUD-ite’ – guest post by Stephen Hewett

ijgolding

It is always a huge pleasure and often humbling for me to meet fellow Customer Experience Professionals. As well as being remarkably reassuring that I am not the only customer focused ‘nutcase’, I learn a considerable amount too! I am delighted to be able to share with you the musings of one such man – Stephen Hewett has been there, seen it and most certainly done it in the world of Customer Experience.

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ForeSee helps Argos make sense of its multichannel data

ForeSee

As one of the U.K.’s leading digital retailers, Argos offers over 33,000 products — everything from furniture and electronics to clothing, jewelry, toys, and more — available for purchase via. The post ForeSee helps Argos make sense of its multichannel data appeared first on ForeSee.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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Creating Business Logic for CCM and Customer Experience

Topdown

As we define it in our Customer Experience and Customer Communications Management Glossary , business logic is software programming that sets real-world business rules to determine how data or information can be created, displayed, stored, changed and shared; in customer communications management (CCM), it can also be the mechanism by which an end user controls document generation, from retrieval of customer-specific information and replacement of variables to the inclusion or exclusion of conte

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Four Steps to Increase Customer Retention

CSM Magazine

In these days of fierce competition, it’s crucial to do everything that you can to protect your customer base. Errol Allen explains how. The ability to retain customers is based on how well your internal operations run. While it’s important to smile and be nice to customers, it’s a good idea to make sure that your internal systems are able to consistently perform at optimum levels.

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Customer Journey Mapping: A brand's GPS to loyalty and advocacy

Quadient

Customer Journey Mapping: A brand's GPS to loyalty and advocacy. p.deluca. Sun, 04/24/2016 - 23:00. Don’t assume a customer journey is a linear path. Customers don’t see the journey: they just want to purchase a product or service from your company; get their product repaired as quickly as possible or get an answer to their question in a short amount of time.

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How to Hack Customer Empathy Like an Apple Store Genius

Comm100

“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” – Steve Jobs. A few years back, the internet erupted when the people at Gizmodo got their hands on the copy of the Apple’s Genius Training Manual. While the article was rife with criticism towards the iconic company’s training tactics, it’s worth noting that Apple is generally categorized into the upper echelon of excellence in customer service.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Guest Post: Springtime Renewal in the Contact Center

Calabrio

Springtime is traditionally a time of renewal, refreshment and rebirth. We think about spring cleaning our homes, offices, cars and anywhere else we have spent a lot of time during the long and often gloomy winter days. And now that spring has sprung we see flowers in bloom, hear birds singing once again, and look forward to spending time learning about our new contact center software and solutions.

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How GM Uses Social Media to Listen and Engage Customers

Natalie Petouhof

Tweet Having worked for GM years ago and lived in Detroit, the motor capital, it was really interesting to see how GM is using social media to listen and engage customers – in marketing as well as customer service. This new case study shows the depth and strength of how GM is taking advantage of what social media can provide to the business. What’s interesting – and if you follow me, you know I am an ROI gal – is that GM was able to trace their social interactions to actu

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5 Things Federal Websites Should be Measuring in Mobile

ForeSee

Mobile usage has exploded over the last decade, with 1 in 3 visits to federal websites now coming from mobile devices, according to the federal Digital Analytics Program. Additionally, mobile. The post 5 Things Federal Websites Should be Measuring in Mobile appeared first on ForeSee.

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The Key to Performance Management Success

NICE inContact

Setting goals can be challenging at any level of the organization. Contact center professionals are asked to balance costs with quality, service and the increasing demand across new channels. While each contact center’s goals vary depending on factors like size, location, line of business, or present technology, these goal setting principles can work across many different situations.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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7 Tips to Improve the Customer Experience

CSM Magazine

In my experience, customer experience is increasingly proving to be a key differentiator; and if your customer experience is subpar, so will your sales numbers. Successful customer experiences are scalable and can be managed consistently across multiple channels. Your customers’ experience must be unique. And, for it to be successful, it needs to be clearly defined so that each one of your employees understands how to deliver the experience you want to create for your customers.

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Comparing the customer experience in the UK and France

Eptica

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. Author: Olivier Njamfa We live in a rapidly globalizing world. Driven by the rise of the internet and improved communications, individuals are increasingly happy to look beyond their own country when it comes to buying goods and services.

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Why Empathy is the Key to Excellent Customer Service

Talkdesk

This guest post is written by Talkdesk Product Manager Ernest Wong. We are having a renaissance moment in the realm of customer service. More than ever, businesses have become focused on forging strong, meaningful relationships with their customers. We have powerful brands like Nordstrom, American Express and Zappos proving to the world that customer service can actually be a source of sustainable competitive advantage, not just another expense on the balance sheet.