Sat.Feb 09, 2019 - Fri.Feb 15, 2019

ICYMI: Overcoming Language Barriers in Employee Communication

Voiance

In 2016, Voiance collaborated with author and customer service speaker Jeff Toister. Jeff is the president of Toister Performance Solutions, Inc. and the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It.

12 Ways To Show Some Love To Supervisors

Call Center Coach

80% of contact center agents leave because of their relationship with their immediate supervisor. But with all relationships, it’s much better to give first – so that you shall receive. Follow these tips for building a better relationship with your Supervisor.

How to De-escalate Using the Snatch and Flip Technique

Myra Golden Media

When your customer furiously tears in, not letting you pinch in so much as “um hmmm,” regain control using the Snatch and Flip technique. Here’s what you do. Listen (Try to be fully present, listening without annoyance.). Identify the subject that has hacked the customer off.

Five Ways to Say Thank You to Your Customers

ShepHyken

Valentine’s Day is tomorrow. This is the day where we send our spouses, partners, and loved ones a gift. Often it is out of obligation. I have plenty of friends who tell me if they don’t get their spouse some flowers and a card, they will pay for it.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica whitepaper to learn how important conversational AI is to your CX strategy.

Attrition Analysis & The Psychology of Disengagement

Call Center Weekly

Ron Rhodes Without a doubt, my most perplexing and profound observation from years of leading large organizations is a behavioral complex I refer to as the psychology of disengagement. In the back office BPO and contact center business, competition for labor is heavy and aggressive.

More Trending

The One Word That Makes Customers Accept Your Word As Final

Myra Golden Media

If you say “because” when you’re telling a customer something, you’ll significantly increase the chance that they’ll accept your word as final. Here’s Why Saying “Because” Works.

Amazing Business Radio Jon Ferrara

ShepHyken

A Social CRM. Growing Your Business by Growing Your Soul. Shep Hyken interviews Jon Ferrara. They discuss his company Nimble , the history of CRMs, customer service philosophies, and life.

CRM 199

Innovative Training for the Contact Center

Contact Center Pipeline

Frontline agents are under pressure to perform in a role that has become increasingly challenging due to more complex products and services, constantly updating information, and an internet-savvy, informed customer base.

What Do The Financial Times, ROI, and CX Have In Common?

Beyond Philosophy

My company, Beyond Philosophy was named as one of the Best Management Consultancy firms in the UK by the Financial Times. I was surprised and honored. Getting recognized from the outside feels fantastic. What’s more, this award was voted on by clients and peers.

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

Building a Successful Customer Experience Strategy

GetFeedback

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn.

Guest Blog: 5 Ways Your POS Will Empower Your Staff

ShepHyken

This week we feature an article by Heather Hamilton who shares why investing in a point of sale (POS) system can empower your staff and improve the employee experience. – Shep Hyken. Investing in a point of sale (POS) system is a game changer for your retail business.

5 things to look for in a customer experience tool

Centriam Customer Experience Lab

Managing customer experience has become increasingly difficult because an organization's experience is impacted by nearly every department.

How Customers Make Complex Decisions In A World of Constraints

Beyond Philosophy

We often discuss the Intuitive and Rational System and how they work together to help customers make decisions. The Intuitive System is automatic and emotional, and the Rational System is deliberate and logical.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

The Route to Fully Autonomous AI Self Service Starts at your Contact Center

TechSee

We still read periodic scare stories about the rise of self-aware machines that could suddenly decide to put an end to humanity. But a more pressing concern for many is being rendered obsolete by intelligent systems that can outperform us in our daily work.

5 Top Customer Service Articles for the Week of February 11, 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. Anatomy of the VP Customer Experience Role by Lynn Hunsaker.

Voice-First Experiences Offer Help in the Moment

Contact Center Pipeline

resh off another holiday season, Amazon, Google and other tech companies saw record sales of voice-activated devices. More Americans can ask Siri, Alexa or their Google Assistant to tell them the weather, the news, their favorite music or even play a game—without ever having to lift a finger.

Sales 130

How Should Your Customer Support be in 2019?

ProProfs Blog

One month has passed in 2019 and we are already witnessing how the game is changing in customer support across industries. Businesses can’t deny the significance of customer support, as it has the power to make or break your business.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Introducing SMS Invitations

GetFeedback

Collect real-time, quality feedback from on-the-go customers. Today we’re excited to announce the newest addition to our suite of survey distribution channels: SMS.

Customer Service Edge Cases. To Empower or Not to Empower?

Customer Service Life

This article originally appeared on CustomerThink on December 17, 2018. Click here to read the original post.

Inside View: Michael Rotter, Aerotek

Contact Center Pipeline

It’s currently a job-seeker’s market with contact centers in tight labor markets facing stiff competition for top talent. Add to that the industry’s high rate of turnover and it is easy to see why so many contact centers live in a continuous cycle of recruiting and hiring.

Costing Attrition

Taylor Reach Group

By John Cockerill. In Colin Taylor’s recent article, “ Resolving The Riddle Of Retention ,” he speaks about the cost of attrition and the many factors that affect it. This article outlines how to do both a simple estimate of that cost and more complex calculations to undertake for a center.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

How to Calculate Net Promoter Score

ProProfs Blog

On a scale of 0-10, how likely are you to share this article? This would be my Net Promoter Score question to you. These days a lot of the content we come across on the internet contains terms such as customer satisfaction , feedback, and Net Promoter Score.

We’re Feeling the Love – for Customers, Agents, and Business Growth

Upstream Works

There’s a lot of pressure to make Valentine’s Day count. After all, it’s one single day dedicated to achieving your relationship goals when there may be 364 other days that go unrecognized. At Upstream Works, we are all about customer relationships.

How to Create the Best Customer Experience Solutions

360Connext

Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. And there are data sets and analytics and pivot tables, oh my!

Press Release: Financial Management Firm Contracts Taylor Reach for New Contact Center Site Selection

Taylor Reach Group

Leading contact center and customer experience consultancy, The Taylor Reach Group, Inc., has announced that it has been contracted to perform site selection services for a new contact center for a world-leading financial management firm.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

PlayVox raises $7 million to modernize quality assurance for customer service and call centers

PlayVox

San Francisco, California – February 14th, 2019 – PlayVox, An ommnichannel quality assurance and performance management software for call centers and customer support teams, today announced it’s raised $7 million investment from Five Elms Capital.

Low Unemployment: One More Reason to Outsource Your Contact Center

Transparent BPO

The low U.S. unemployment rate, currently four percent, tends to have a detrimental effect on employee retention, especially among low wage, entry-level positions, such as those found in contact centers. In those cases, turnover rates spike as competition for labor increases.

How the South Dublin County Volunteer Centre Tripled Survey Response Rates and Measures Success

GetFeedback

The South Dublin County Volunteer Centre’s mission is to promote the value of volunteer work and increase its range and quality in Ireland. The volunteer centre’s role is to connect individuals with an organization that matches their job preferences.