Sat.Oct 30, 2021 - Fri.Nov 05, 2021

article thumbnail

When Your Customer Experience Hits a “Bump in the Road”

ShepHyken

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.

article thumbnail

I Am Really Frustrated. Why Can’t My Boss See the Need to Change?

Beyond Philosophy

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.

Metrics 195
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

12 Better Ways to Start a Customer Service Email

Contact Center Pipeline

“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, […].

article thumbnail

Get It Fixed, Then Clam Up!

Steve DiGioia

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.

article thumbnail

3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

article thumbnail

5 Top Customer Service Articles of the Week 11-1-2021

ShepHyken

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.

More Trending

article thumbnail

Contact Center Pipeline Magazine: Inside Our November 2021 Issue

Contact Center Pipeline

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 […].

article thumbnail

Getting Data from your WFM System

Call Design

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.

article thumbnail

Amazing Business Radio: Colin Shaw

ShepHyken

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.?

article thumbnail

Best Practices of Great Coaches

The Northridge Group

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.

article thumbnail

How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

article thumbnail

How Do We Build Culture with Distributed Teams?

Contact Center Pipeline

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 […].

Coaching 130
article thumbnail

User Experience Surveys: 10 Questions to Ask

ProProfs Blog

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.

Surveys 139
article thumbnail

Integrating call recording into Microsoft Teams

Eptica

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.

Marketing 123
article thumbnail

Lessons from The Overlook: Investigate small problems

Toister Performance Solutions

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.

Feedback 117
article thumbnail

Reimagine Your Communications With A Unified Platform

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.

article thumbnail

Q&A with Aruba: How We Scaled Our Customer Engagement Strategy

Totango

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

article thumbnail

How We’re Improving Accessibility and Usability at Guru: Part 2

Guru

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.

109
109
article thumbnail

How to Identify Your Customer Touchpoints for World-Class CX

Advantage Communications

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.

article thumbnail

9 Ways a Collaborative Culture Benefits Your Contact Center

Playvox

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. .

article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

article thumbnail

5 Tips for Leading an All-Star Customer Success Team

Totango

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.

article thumbnail

Create a Winning Customer Service Strategy in 6 Steps

Fonolo

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.

article thumbnail

5 ways conversational intelligence software can (and will!) save you money

Tethr

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.

article thumbnail

Why Hire 3rd Party Appointment Setting Companies To Generate Leads?

Quality Contact Solutions

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

article thumbnail

What Does it REALLY Mean to Put CX First?

Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

article thumbnail

Crafting Support’s Voice with Veho [Podcast]

Nicereply

“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.

Scripts 98
article thumbnail

5 Benefits From Outsourcing Customer Service

Call Experts

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.

article thumbnail

What Really is a Virtual Receptionist?

Abby Connect

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?

article thumbnail

5 Free Customer Success Tools

ChurnZero

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

article thumbnail

SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

article thumbnail

New Partnership: Lumoa in joint partnership with Forsta

Lumoa

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

article thumbnail

Is WhatsApp Integration for Customer Support Worthwhile?

Babelforce

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. .

article thumbnail

Here’s Why Medical Interpreter Certification Is the Perfect New Year’s Resolution

Certified Languages International

Source: Husna Miskandar on Unsplash. And don’t just take our word for it. We asked a recently certified medical interpreter her thoughts, too! Many professional interpreters have a goal of earning a medical interpreter certification. Certification can help further develop an interpreter’s skills and boost their careers in healthcare interpreting. And since we’re approaching that time of the year, why not tie a big accomplishment like medical interpreter certification to a New Year’s resolution?