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.

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.

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.

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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.

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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.

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.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

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.

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.

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.

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.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

10 Advantages of online surveys

ProProfs Blog

Customer feedback, consumer engagement, NPS, so and so forth… my online feed seems littered with articles on these topics these days. Pretty sure your emails are probably filled with such articles too. And to be fair, why wouldn’t they be!

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.

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.

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.

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.

How the Internet of Things is Changing Customer Service

Relay Blog

When problems arise with your household appliances, like your refrigerator or washer or dryer, whom. The post How the Internet of Things is Changing Customer Service appeared first on Relay. Support

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 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.

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!

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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.

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.

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.

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 to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Getting the right tone in customer service: some do’s and don’ts

InTheChat

Tone is one of the most important aspects of a successful customer service interaction; when recalling the interaction later, customers won’t remember the words that you used, but they will remember the tone and how it made them feel.

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.

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4 Metrics for Measuring Live Chat Success

GetFeedback

Customers want solutions, and they want them fast. It’s one of the main reasons why live chat customer service is in such high demand. Implementing a live chat feature is not easy, but definitely feasible. The real hard part is measuring your live chat’s success. How can you tell if it’s working?