Beyond Philosophy

FEBRUARY 15, 2017

Childhood bullying gets a lot of attention these days, but bullying and other bad behavior can be just as destructive in the workplace as on the playground. Over the years, I’ve seen people with poor social and interpersonal skills unnecessarily make life miserable – not just for themselves, but for everyone else in the workplace. For managers and executives, poor relationships with employees and customers are one of the surest ways to undermine any efforts to create a positive customer experien

Construction 382

Construction Consulting Consulting Education 382

ShepHyken

FEBRUARY 15, 2017

What does it mean to be a customer-centric company? That seems to be the question of the week. It started off with one of our subscribers emailing in the question, followed by two reporters wanting my take on this now-popular phrase for their interviews. If you Google the words customer centric (or centricity ), you will find many definitions from different sources that are all very similar.

Customer centricity 225

Customer centricity Customer Service 225

Callminer

FEBRUARY 15, 2017

There are three common mistakes that most businesses are making when relying on software that offers natural language processing.

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CustomerGauge

FEBRUARY 13, 2017

In any pursuit to transform customer experience, there is one important element to always consider: employee experience. CX transformation isn’t something that happens overnight or behind a closed-door discussion. Employing a customer-first focus means cross-company change at every level, including the individual employee level. Many organizations have embraced the philosophy that happy customers rely on […].

Customer Experience 121

Customer Experience Employee engagement 121

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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.

Beyond Philosophy

FEBRUARY 13, 2017

Some people love to tip and others do, but begrudgingly. However, it appears that nowadays everyone is expecting a tip even if they are just serving you at the checkout! When you see a tip jar by the cash register what do you think? To me, the tip jar says “I deserve a tip”. But it says quite a bit more, too, and none of it good about your Customer Experience.

Customer Experience 315

Customer Experience Consulting Consulting Personalization 315

Callminer

FEBRUARY 15, 2017

Sales and collections agents use call flows frequently - but all contact center agents can also benefit from ideal call flows.

Call flow 182

Call flow Scripts Call Center Contact Center 182

Contact Center Pipeline

FEBRUARY 16, 2017

The Professional Association for Customer Engagement (PACE) is the only non-profit trade organization dedicated exclusively to the advancement of companies that use an omnichannel approach to engaging their customers. For both business-to-business and business-to-consumer driven organizations, these channels include contact centers, email, chat, social media, web and text.

Contact Center 100

Contact Center Call Center 100

CustomerGauge

FEBRUARY 15, 2017

Getting people to open your emails can be a pain. And you can’t blame them: On average, an office worker will receive around 120 emails a day. In an inbox where you are constantly fighting for the attention of your customers (against non-competitors none the less), it can be a struggle to get out of the email […]. The post 6 Email Subject Line Strategies to Increase Your Survey Feedback appeared first on CustomerGauge.

Feedback 90

Feedback Surveys Personalization 90

ShepHyken

FEBRUARY 13, 2017

Each week I read a number of customer service articles from various online 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. The Customer is Always Right by Richard Shapiro. (TCFCR) “The customer is always right” is a mantra urging service staff to give high priority to customer satisfaction.

Customer Service 202

Customer Service Customer Experience Technology Personalization 202

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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

Surveys

Callminer

FEBRUARY 14, 2017

What is after-call work (ACW)? Learn how post-call processing works, the challenges of ACW for call centers, and the best practices that can boost productivity and produce ROI.” Blog Post Here. The post What is After-Call Work (ACW) or Post-Call Processing? Tips, Industry Standards & More appeared first on CallMiner.

industry standards 140

industry standards Best practices Call Center Customer Service 140

Contact Center Pipeline

FEBRUARY 15, 2017

Twenty years ago, I was standing on a loading dock directing the two trucks transporting our new ACD phone system into the building. Ours was an 800-seat center—so, 400 seats per truck, for those of you who are mathematically inclined. Yesterday, I went out to the app store and downloaded an ACD—the entire 800-seat phone […].

Transportation 100

Transportation Contact Center Call Center Technology 100

360Connext

FEBRUARY 13, 2017

Customer journey mapping is having a moment. Using customer journey maps is becoming almost (almost!) commonplace. Organizations see how beneficial mapping the customer experience is. It’s a way to understand the experience your customers are having so you can improve those confusing, frustrating or neglected parts on the journey. But there is a dirty little secret about using customer journey maps.

Journey mapping 72

Journey mapping Consulting Consulting Customer Experience 72

aircall

FEBRUARY 13, 2017

Sales calls are a necessity for every business. Yet, over the past 20 years the sales process has evolved a great deal and sales people were forced to adapt. Every type of organization has suffered the impact from SMBs to large companies or sales consultants. How sales has changed in the past years. For one, sales cycle are getting longer. With a fair amount of information and feedback available for them, clients and prospects tend to take their time before buying.

Sales 83

Sales Customer centricity Coaching CRM 83

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.

Customer Experience

Andrew Mcfarland

FEBRUARY 13, 2017

Change is difficult, frightening, and often fraught with risk. Regardless, no matter what our job titles are, our employers need us to embrace the role of change agent. When thinking about your company and a possible role in your company.

Best practices 82

Best practices 82

Contact Center Pipeline

FEBRUARY 14, 2017

Highly effective leaders can create the type of customer-centric environment in which frontline staff feel strongly committed to delivering exceptional service to their customers. The leaders who stand out are those who are able to influence others through the actions that they exhibit on a daily basis—not just their words—inspiring others to reach their potential. […].

Customer centricity 100

Customer centricity Contact Center Call Center 100

Joe Rawlinson

FEBRUARY 15, 2017

While there are plenty of positives to owning an online store — for example, less overhead and a more flexible schedule — there can also be some challenges. In fact, it may be difficult right away to understand how your customers feel about their overall online shopping experience. Whereas in a traditional storefront you can get a true sense of customer expectations through face-to-face interactions, in the online world you really only know your customers by their name, address and credit card n

Interactive Voice Response 74

Interactive Voice Response Cloud contact Contact Center Surveys 74

Envision

FEBRUARY 17, 2017

Since the beginning of time, one thing has remained the same when it comes to consumerism: we naturally gravitate towards personalized products and services. It’s why most of us would rather buy a shirt with a logo or design, verses a generic tee. It’s why some of us would even go so far as to have a shirt custom made if we can’t find what we’re specifically looking for.

Personalization 65

Personalization Customer Experience 65

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Feedback

Customer Centric Support

FEBRUARY 13, 2017

I know what you may be thinking. Yet another meaningless corporate raw-raw statement that will be forgotten in a week!? I’m with you. Two years ago, I would have been in the same state of mind – but before you do your best Judge Judy eye roll and surf on, I challenge you to give the Customer Service Vision Statement a chance. There are few things this remarkably simple that pack such a huge ROI potential for our teams.

Customer Service 67

Customer Service Customer centricity Coaching Contact Center 67

Amity

FEBRUARY 15, 2017

“You want us to do what?” Who here has openly said this or had this run through their head when your manager proposed a new process that would essentially add more work to your already busy day? Don’t deny it – I know you’ve done this. I have done it as well and have been at the front of the room when someone on my team has said this to me.

Benchmark 65

Benchmark Management Surveys Accountability 65

GetFeedback

FEBRUARY 15, 2017

Salesforce asked more than 2,600 customer service professionals how they're responding to higher customer demands. Here are 5 takeaways from their report.

Customer Service 60

Customer Service 60

360Connext

FEBRUARY 13, 2017

Customer journey mapping is having a moment. Using customer journey maps is becoming almost (almost!) commonplace. Organizations see how beneficial mapping the customer experience is. It’s a way to understand the experience your customers are having so you can improve those confusing, frustrating or neglected parts on the journey. But there is a dirty little secret about using customer journey maps.

Journey mapping 56

Journey mapping Consulting Consulting Customer Experience 56

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.

Contact Center

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. Here are three key trends to watch: 1. CMOs will spend more on tech than CIOs. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals.

Customer centricity 61

Customer centricity Contact Center Call Center outsourcing 61

Amity

FEBRUARY 13, 2017

SaaS Tattler Issue 100 - The Truth About Churn: Getting Dumped By Your Customer. This valentine’s day, our thoughts go out to all of those failed relationships. Everything always seems to start so right, from first date to honeymoon, you always think that this one’s the one, the one customer that will reciprocate all of the care and attention you’ve given them by becoming a forceful advocate.

SaaS 56

SaaS Benchmark Consulting Consulting 56

Vonage

FEBRUARY 16, 2017

Who are the right employees to hire for customer-facing positions? You’ll be most successful if you select your customer-facing team based on the following psychological traits , even before you start thinking about the specific skill set you’re looking for. The crucial customer-centric traits are contained in my acronym “WETCO.” (Goofy but effective suggestion: You’ll never forget this if you picture a wet dog standing outside the PETCO superstore.).

Banking 54

Banking Customer centricity Personalization Accountability 54

aircall

FEBRUARY 14, 2017

Many of us spend a great deal of our day simultaneously looking at how to be productive while falling prey to unproductive habits. No one has more power to sabotage us than ourselves. That last sentence seems pretty discouraging, but the upside is that we can flip it on its head with enough dedication. Shedding bad habits in favor of new, better ones, it easier said than done.

Morale 54

Morale Accountability Call Center Surveys 54

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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.

Self service

Genroe

FEBRUARY 15, 2017

I’ve created a free Excel spreadsheet with the NPS calculation already included. Download the NPS spreadsheet In this post we will calculate Net Promoter Score in Excel using the COUNTIF function. Before we do that let’s have a quick review of the formula for NPS. Calculating Net Promoter Score in Excel NPS is calculated using […]. The post How to Calculate Net Promoter Score in Excel, with Downloadable Spreadsheet appeared first on Genroe.

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Amity

FEBRUARY 17, 2017

Your Customer Success Team Is Happier. Humans like to do what humans are good at. Delegating tedious and repetitive tasks to machines means a happier and more focused team. Standardized and automated processes take some design and implementation time, but once they’re launched, CSMs can sit back, watch it run , and adjust when needed. This means their brains are more dedicated to human activities: engagement, intuition, value-added, or relationship building.

Technology 55

Technology Upselling Customer centricity Coaching 55

Vonage

FEBRUARY 13, 2017

In 1971 a study famously concluded that only 7% of communication is verbal. However, this often-quoted statistic not only undermines the effectiveness of spoken communications but the comprehensive nature of the research itself. The piece’s author – Professor Mehrabian of UCLA – found that 55% of communication is about body language. He also reasoned that 38% is about the way people speak rather than the words used.

Analytics 53

Analytics Customer Service Scripts Surveys 53