Sat.Jun 29, 2019 - Fri.Jul 05, 2019

7 Skills Mastered by Successful Contact Center Supervisors

The Call Center School

Five Rules of Customer Observation for Greater Success

C3Centricity

One of the best ways to a deeper understanding of your customers is to watch and listen to them whenever you can. Customer observation is a powerful, but unfortunately too often an under-utilised tool of marketers.

5 steps to creating a customer-driven marketing strategy

HelpCrunch

Check out our 5 recommendations on how to build a true customer-driven marketing strategy. The post 5 steps to creating a customer-driven marketing strategy appeared first on HelpCrunch blog. Customer service Sales & Marketing

Proactive Customer Support

ShepHyken

Just last week I wrote about the concept of predictive customer support. Now, we take a slightly different angle with the concept of proactive customer support. The concept is simple. The company reaches out to the customer before the customer has a chance to reach out to the company.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook today, and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics!

How to Get Angry, Irate or Unreasonable Customers to Back Down (3 Steps)

Myra Golden Media

Imagine your next phone call is from an angry, irate customer, and you’ve only got a few seconds to gain control. Are you 100% confident you can handle it? If not, I’ve got the perfect program for you.

More Trending

The Vital Art of Creating Memorable Messaging

Beyond Philosophy

The Vital Art of Creating Memorable Messaging. When we make buying decisions, we usually are choosing from a short list of options. Our memory assembles these options.

Guest Blog: 5 Surefire Ways to Improve Online Communication with Your Customers

ShepHyken

This week we feature an article by Alexandra Mederrick who writes about why effectively communicating online with your customers is a key to success for any business. One that unlocks the opportunity to form a relationship and build customer loyalty. . Do you speak Internet?

This Will Be the Year of (Really) Building Rapport with Customers

Myra Golden Media

For all of my onsite customer service workshops and keynotes, I arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. Now I didn’t always do this.

Contact Center Pipeline Magazine: Inside Our July 2019 Issue

Contact Center Pipeline

Welcome to summertime and our July issue! Soon we will celebrate one of America’s most cherished holidays, the Fourth of July, or Independence Day, as it’s more formally known. Many of us will gather with family and friends for a backyard barbecue to celebrate with pork and explosives.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

The Top 5 Customer-Centric Goals for an Enterprise

Totango

These days, customers expect personalized service. Whether they’re shopping for software or a way to increase sales, they expect you to be right there next to them searching for every potential edge that will help them grow their business.

5 Top Customer Service Articles for the Week of July 1, 2019

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. Is Customer Service The Same As Customer Experience?

All You Need To Know About Getting Customers To Use Self Service In Public Libraries

Myra Golden Media

A lot of people are curious about self-service options in public libraries and in retail, but many customers will avoid trying self-service if it seems complicated. No one wants to add more stress to their lives, so if it looks hard, they’ll skip it, and work with a real person instead.

Happy Fourth from Pipeline!

Contact Center Pipeline

We hope that you enjoy your Independence Day celebration—and have a happy and safe 4th of July! Featured

141
141

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

Customer Service Success Stories: Visual Assistance Saves the Day

TechSee

Customer service calls are usually pretty routine: customers can’t log in, something isn’t working, they need help setting up a device, or they need clarification on a bill.

Amazing Business Radio: Adrian Swinscoe

ShepHyken

Punk CX with Adrian Swinscoe. Painting Outside the Lines of Customer Service. Shep Hyken interviews Adrian Swinscoe. They discuss his new book, Punk CX , and talk about how to apply punk sensibility to the customer service world.

How to Chat With Customers Online: 9 Effective Tips for Customer Support

ProProfs Blog

Customer expectations are on the rise. Now, how updated are you in meeting their expectations at all times? No doubt, instant help is their top priority, and live chat is the solution. Except, it’s just the first step.

What Are Onstage and Backstage in Customer Experience?

Customers That Stick

How to Build a CX Program from the Ground Up

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

Survey Reporting: How to Communicate Your Survey Results

GetFeedback

Survey reporting isn’t a prescribed formula. You need a way to present your findings in a meaningful way that caters to the audience at hand. To do so, many marketers create a presentation and a report. A presentation can provide need-to-know insights in a quick, informative way.

6 Types of Customer Service and How To Choose The Best

CrazyCall

Nowadays, customer service plays a crucial role in the lives of every company. Customers are granted a power of providing an instant complaint that – what’s key – can be seen by anyone on the web!

Is Packaging Part of Product or Promotion? Should it be Both?

C3Centricity

Which did you answer subconsciously when you read the title? Do you consider your packaging to be a part of the product, protecting its contents and framing its on-shelf life?

Totango Product Updates | July 1st, 2019

Totango

We know that our customers spend their day to day in Totango Spark. This enables them to stay always up to date with their customer status and goals.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Why Knowledge Management Should Be A Top Budget Priority

Guru

Companies that operationalize their knowledge and organizational expertise are not only achieving their strategic objectives, but their financial goals as well. Only a few initiatives are able to truly transform how an organization operates, and knowledge management is one of them.

Actionable Insights: What they are, why they’re important, and how to get them

Lumoa

Actionable insights are data sets that prescribe any direct, meaningful actions you can take based on the analysis of raw data. Feed generated with FetchRSS

132
132

Winter is Coming: Prepare For Your Seasonal Rush Now (yes, now)

Nicereply

Just like Jon Snow before an attack on Winterfell, you need to prepare for your seasonal rush so you can thrive instead of just survive the winter. And yes, the battle for outstanding customer service is often just like the stories in Game of Thrones.

5 Rules to Keep in Mind When Using IM for Work

Jive

It’s almost surprising how instant messaging has managed to ingrain itself as an inherent part of office culture today. Instead of walking over to a colleague’s desk, you instead shoot a quick IM. If you want a real-time response, you send an IM instead of an email.

voip 82

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Post-Call Survey

Integra

Reflections on a text analytics webinar

Customercount

Discovering the exciting world of text analytics and artificial intelligence with Keatext and CustomerCount. Continue reading → The post Reflections on a text analytics webinar appeared first on CustomerCount. News Keatext text analytics

Reflecting On 6 Principles Of Success

Customer Experience Matters

Given the recent closing of Temkin Group, it seems like a good time to reflect on what I’ve learned over the last decade or so of building a successful business, creating a world-wide association, and nurturing the CX movement.