ShepHyken
NOVEMBER 3, 2021
One of our faithful subscribers sent in a question. While he’s in the hospitality industry, this could apply to any type of business. There have most likely been times that many of us have fallen short in taking care of our customers. It could be an isolated incident, which is easy to fix. But what happens when it becomes a trend? With that in mind, here’s his question, followed by my answer and comments.
Beyond Philosophy
NOVEMBER 4, 2021
Our podcast encourages listeners to tell us about problems that they would love some behavioral science or practical insights into helping them solve. We call it “I’m in a pickle,” and it is about solving real-world problems with the principles we discuss. I thought I would share a recent one we had come in here with you because many of you readers might have the same problem.
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Contact Center Pipeline
NOVEMBER 4, 2021
“Thank you for contacting us.” There’s nothing wrong with that little email starter sentence, but it’s not great, either. Think about it. In most cases, you’re thanking customers for doing something they wish they didn’t have to do: email you to complain about a problem or to get help. Sure, that opener is polite enough, […].
Steve DiGioia
OCTOBER 31, 2021
In the service industry, problems happen every day. An employee makes a mistake, and the customer is, at best, disappointed. Or angry, at worst. It’s inevitable. It happens. It’s part of any operation that has many “moving” parts. “Service recovery”, a company’s resolution of a problem from a dissatisfied customer, comes next. Your job is to get it fixed, then clam up.
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ShepHyken
NOVEMBER 1, 2021
Each week I read many 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. Customer Service Is Free by Seth Godin. (Seth’s Blog) Customer service is expensive. But all of that expense–it’s the cheapest way to spread the word about what you do.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
NOVEMBER 2, 2021
What a great time of year. It is Halloween as I write this so I am thinking about gremlins, ghosts and goblins. Of course, there are unicorns, ladybugs and princes. Kind of reminds me of our contact centers. There is the scary, the delightful and the practical. And that just about sums up our November […].
Call Design
NOVEMBER 4, 2021
Which is better Direct Query or Webservice? This is a question that is asked a lot in businesses where data needs to be extracted from various sources and collated. As technology and security increase, so too does the tightening around access and use of said data, especially within the contact centre. Traditionally, this access was analogous, and extracts could be run either by direct user access or via an application middleware, but these processes are changing.
ShepHyken
NOVEMBER 2, 2021
Customer Experience Is Science. Creating Proactive Customer Experiences. Shep Hyken interviews Colin Shaw, co-host of the Intuitive Customer podcast and the Founder & CEO of Beyond Philosophy LLC , a customer experience consulting company that has been recognized by the Financial Times as ‘one of the leading management consultancies for the last three years in a row.?
ProProfs Blog
OCTOBER 30, 2021
74% of people are likely to return to a website if it is mobile optimized. 40% of people abandon a website that takes more than 3 seconds to load. User experience (UX) can make or break a brand identity. Fortunately, there are many steps you can take to understand your customers’ user experience better and rectify issues, if any. In fact, companies can detect 85% of UX-related issues just by performing a usability test on a group of five users.
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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
Contact Center Pipeline
NOVEMBER 3, 2021
COVID-19 redefined how we work together. It caused us to act differently and work better together as humans, and not just business leaders. It was very apparent in the latter days of 2020 that leading, managing and coaching virtually was here to stay. In addition, companies realized the benefits of securing talent outside of their […].
The Northridge Group
NOVEMBER 4, 2021
Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. Coaching contact center associates to drive a differentiated customer experience that delights customers is a tall order for their managers, who must continually strike a balance between associate development and sustained business outcomes.
Eptica
NOVEMBER 4, 2021
Date: Friday, November 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Integrating call recording into Microsoft Teams. Published on: November 05, 2021. Author: Pauline Ashenden - Demand Generation Manager As contact centres increasingly switch to Microsoft Teams, they need to deliver key functionality, such as call recording via the platform.
Toister Performance Solutions
NOVEMBER 4, 2021
Note: Lessons from The Overlook is a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. Small problems are easy to dismiss with a shrug. When a few more customers call, confused about how to use the latest software update, it's easy to shrug it off.
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.
Totango
NOVEMBER 5, 2021
What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Well, if you’re Aruba, you go digital. In a recent webinar titled “How Aruba Scaled their Customer Engagement Strategy”, Aruba’s Director of Customer Success Operations Matt Harmon and Head of Digital Engagement Strategy Teresa Chu, discussed how Aruba leveraged Totango and a digital-first customer success approach to drive customer e
Guru
NOVEMBER 2, 2021
As part of our commitment to improving the accessibility and usability of Guru , we have a dedicated design system “ pod ” that focuses on creating consistent, accessible, and beautiful experiences across Guru. Today, we’re sharing an interview with the leaders of that pod to provide a look into their thoughtful and deliberate process of creating a great design system.
Tethr
NOVEMBER 5, 2021
When you get right down to it, we’re all here for the same reason. Whether you’re a sales leader, a customer experience guru, or an enterprising contact center operator, you want to improve your business’s operations in order to protect your existing revenue… and grow more revenue opportunities. And at the end of the day, it all boils down to the same need.
Advantage Communications
NOVEMBER 3, 2021
Providing a world-class customer experience (CX) relies on your ability to not only seamlessly answer customer questions, but to answer those questions in a place that is highly visible to your customers.
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.
Playvox
NOVEMBER 3, 2021
Teamwork, sharing knowledge and best practices feed company culture. According to a white paper from the UNC Kenan-Flagler Business School , when collaboration permeates organizations, they experience huge bottom-line benefits, including engaged employees, attracting and retaining talent, increased velocity, and profitability. With widespread collaboration, employees are more likely engaged in their work, and embracing challenges that take them to the next level. .
Fonolo
NOVEMBER 2, 2021
Customers are the heart of every contact center. If customers don’t interact with your business, you really don’t have a business, which puts a well-strategized and successful customer service strategy at the forefront of contact center success. Research from Salesforce states that 89% of consumers are more likely to purchase from a company again when they experience high-quality customer service—a percentage that’s far too high to ignore.
Totango
NOVEMBER 1, 2021
Building and leading a customer success team is no easy feat. From gaining the buy-in of other departments to training team members and earning customers’ trust, the role of a customer success leader can be as challenging as it is rewarding. Recently, Totango had the opportunity to speak with two rock star CS leaders to hear their stories and learn some of their tips and best practices.
Quality Contact Solutions
NOVEMBER 5, 2021
Just because a sales rep can tackle every aspect of the sales process doesn’t necessarily mean they should do it independently. There are several reasons businesses look to hire 3rd party appointment setting companies that we’ll review. But first, what is the purpose of appointment setting companies, and what do they do? The purpose of using a 3rd party to help set appointments is to delegate the task of finding and qualifying leads and allow sales reps to spend their time closing le
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Nicereply
NOVEMBER 4, 2021
“Let the team have a personality!” You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. At most companies, support teams speak with customers more often than other teams. They share good and bad news and deal with high-emotion situations both verbally and in writing. Ideally, your support teams c onsistently represent the best of your brand in these conversations.
Call Experts
NOVEMBER 4, 2021
Outsourcing customer service is one cost-effective way to improve the service quality that your company offers, particularly if you are just starting or your business is creating too much pressure on your existing customer service team. As more companies are using internet presence to handle support , the world of outsourced customer service is becoming more popular.
Abby Connect
NOVEMBER 3, 2021
If you’re like me, you were probably surprised (or relieved!) to learn that not every administrative task has to take place at your business’s physical location. In fact, a lot of tasks can be done remotely by a virtual receptionist. But what about your front office staff? Don’t they take care of all the office… The post What Really is a Virtual Receptionist?
ChurnZero
NOVEMBER 3, 2021
When you’re just getting started, or you’re still building your Customer Success team, sometimes you can use all the help you can get. It can be difficult in these situations for Customer Success Managers (CSMs) to find the time or the resources to dig for those crucial customer insights. Customer Success tools that help you stay up-to-date on recent company news, build connections with your customers, flesh out your ideal customer persona, and gather and organize customer feedback can make all
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In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers. However, only 10% of customers believe that experiences have significantly improved over the past year, making productivity a non-negotiable metric for success. To empower agents to do more with less, this report highlights the leading pain points that prevent efficiency and establish a framework for maximizing p
Lumoa
OCTOBER 31, 2021
Forsta Partners with Lumoa to Deliver Powerful, AI-Driven Analytics To CX, EX and Market Research Professional Partnership will streamline open-ended feedback using artificial intelligence to drive better-informed decisions NEW YORK and LONDON and OSLO, Norway, 1st of November, 2021 – Forsta , the leading Customer Experience and Research Technology company created earlier this year by the merger of Confirmit, FocusVision and Dapresy, is announcing its partnership with Lumoa , an AI-po
Babelforce
NOVEMBER 4, 2021
2 to 3 billion people worldwide use WhatsApp, making it the most used messaging platform globally. This figure isn’t bumped up by inactive users – around 70% of WhatsApp users check the app every day. And, unlike all those emails which go unopened or land in neglected accounts, people actually read their WhatsApp messages. Messages on the platform have a 99% open rate. .
VirtualPBX
NOVEMBER 2, 2021
Robocalling has long been a problem in the telecom world. After years of attempting solutions like blocklists, do not call registries, or crowdsourced databases of unwanted or illegal caller ids, the FCC mandated the solution, named Stir/Shaken. Stir/Shaken is a technical solution and database of carriers and businesses, that allows the receiving carrier to verify the quality of the caller or the likelihood they are a legitimate caller.
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