Envision
JANUARY 22, 2019
I've recently purchased a new software application for my business. The tool has been helpful in making our team and myself more productive. There is of course a bit of a learning curve and a few areas where I've struggled to figure things out but not enough to contact the provider’s help desk or customer service line.
Myra Golden Media
JANUARY 23, 2019
When you have an enraged customer on the phone or in front of you, nothing threads the needle like mirroring the customer’s words. Copying the customer’s angry expressions makes the customer feel heard and understood. When the unreasonable customer feels like you’re listening is when they go from a boil to a simmer. There are only three things you have to remember to do with mirroring.
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OrecX
JANUARY 23, 2019
Call recording software most certainly provides value to call center managers, supervisors and even business users in the form of customer intelligence, agent performance, sales and marketing data, etc. The same holds true for agents themselves. Sure, it is true that many agents don't like the fact their customer interactions are being recorded. This means that their supervisor, team leader or even senior managers can listen to their calls, and who likes that?
Beyond Philosophy
JANUARY 23, 2019
Your customers are people and people’s behavior is complicated, especially as customers. Many psychological theories exist to help explain why people do what they do, and when those theories apply to how people behave as customers, they are called Behavioral Economics. I have been studying Behavioral Economics for a few years now and applying those principles to Customer Experience.
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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
ShepHyken
JANUARY 23, 2019
Not long ago I wrote about Dr. Neil Baum’s Win-Wynn story. A few people went to his website and read his promise to his patients that he appropriately calls “My Personal Promise to You.” The feedback and comments about this promise were excellent, so I thought it was worth sharing with everyone. By the way, at the end of this article, I’ve shared a very important call-to-action for you.
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Steve DiGioia
JANUARY 21, 2019
Blinders. They’re used on racehorses to keep their focus on running straight ahead and to not be distracted by the horses on either side. For most horses, blinders are a good and productive means to an end. But for some of us humans working in the customer service industry, we’ve decided to wear blinders too. We focus on our job with little interaction with our fellow co-workers.
Beyond Philosophy
JANUARY 23, 2019
I recently met with my financial advisor and learned my portfolio was riskier than my wife’s. That’s always been the case; I have always been the one taking more risks. Sometimes the risks I take pay off; sometimes they don’t. My good lady wife is more risk-averse than me, it seems. She does not take many risks, save for marrying me in the first place.
ShepHyken
JANUARY 25, 2019
This week we feature an article by Dr. Marlene Caroselli shares a rhyme that will help you to communicate with customers and provide customer satisfaction. – Shep Hyken. Especially when an angry customer is calling your office, it’s important to have a verbal safety net that will rescue you should the metaphorical tight rope become difficult to navigate.
Contact Center Pipeline
JANUARY 22, 2019
I have had this idiom tossed my way any number of times by my parents, my children, my husband, my bosses and my colleagues. Perhaps you, too, have experienced the notion that “the ball is in your court.” Apparently this expression’s origin can be traced to sports. I must confess that, for some reason, I […].
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.
Convoso
JANUARY 24, 2019
Pacific Business Services (Pac Biz), a call center based in the Philippines, gives businesses in several countries around the world an efficient, professional option for outsourcing call services. This eliminates the burden of having to hire and train internal resources and helps Pac Biz’s clients grow.
Beyond Philosophy
JANUARY 25, 2019
The Customer Experience Industry is suffering from a lack of results. Or perhaps it might be more accurate to say, it is suffering from a lack of proof about the results Customer Experience strategy is getting. It is time for all Customer Experience professionals to champion the ROI of their Customer Experience. The problem is many of our champions do not know how. <!
ShepHyken
JANUARY 22, 2019
The Habit of Service Consciousness. Pulling Yourself and Your Company Toward Success. Shep Hyken interviews Mark Samuel. They discuss Mark’s new book, which outlines how to achieve success by breaking down silos, creating a vision of success, and emphasizing behaviors over outcomes. In Shep’s Opening Monologue… He addresses the age-old assertion that “the customer is always right” and argues that “the customer is NOT always right.
Contact Center Pipeline
JANUARY 24, 2019
We spend a lot of time talking about schedule compliance, but that conversation is usually restricted to how well agents adhere to their own schedules, how to encourage agents to show up on time and stick to their schedules, and how best to reward them when they actually work their assigned schedules. We work hard […].
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!
Squelch
JANUARY 25, 2019
A day in the life of a customer support agent is anything but typical! Find out how different tool sets and internal systems help your agents meet both customer and company needs.
Beyond Philosophy
JANUARY 25, 2019
The Customer Experience Industry is suffering from a lack of results. Or perhaps it might be more accurate to say, it is suffering from a lack of proof about the results Customer Experience strategy is getting. It is time for all Customer Experience professionals to champion the ROI of their Customer Experience. The problem is many of our champions do not know how. <!
ShepHyken
JANUARY 21, 2019
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. Before you automate people’s jobs, here are some things to consider by Kindra Cooper. (LinkedIn) Industry wisdom holds that CX automation squares away the “boring” and “repetitive” parts of an agent’s job, thereby “freeing them to do more high-value work.”.
Contact Center Pipeline
JANUARY 23, 2019
As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about what’s new and what’s next in contact center technology. My team of consultants identified the top things we see dominating contact center technology discussions. I’m going to highlight four key technology areas in this post. […].
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.
Peter Lavers
JANUARY 21, 2019
Amongst all the predictions and forecasts that you’ll read as we enter 2019, here’s one that I’m 100% certain will be spot-on for B2B companies this year: The quality of your customer relationships will directly impact your profits in 2019. Most B2B companies measure customer satisfaction or NPS. I would assert that in today’s complex and often commoditised B2B environment we must dive deep into long-term trust and commitment in customer and intermediary relationships.
Beyond Philosophy
JANUARY 19, 2019
Stay Ahead of Your Competition with New Advances in CX Marketing. This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. With a focus on these five key actions, you will not only improve your Customer Experience, but you can also get a jump on the competition in the new year. 5 CX Concepts to Keep You Ahead of the Competition.
ProProfs Blog
JANUARY 25, 2019
People stop doing business with a brand if they get subjected to poor customer service. Numbers don’t lie. More than 50% of customers stop giving business to brands that did not stand up to their customer service expectations. And due to poor customer service, many organizations across the globe have incurred a loss of $1.6 trillion. These numbers indicate how essential it is for your business to have the right customer service tool like ProProfs Enterprise Chat Software to tackle queries faster
Nextiva
JANUARY 23, 2019
When it comes to careers in technology, the position of CIO is one of the highest positions you can hold. A CIO (also known as a Chief Information Officer), is the executive in charge of all things technology and the IT team. The CIO career path requires a significant amount of education, on-the-job training, and […]. The post Eyeing a CIO Role?
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
HelpCrunch
JANUARY 25, 2019
If you try and google something like ‘customer service in 2019’ or ‘predictions for customer support’, you’ll already find a bunch of articles. Companies dealing with customer service in one way or another, software providers, [ … ]. The post What does customer service mean to you in 2019? appeared first on HelpCrunch blog.
Beyond Philosophy
JANUARY 19, 2019
Stay Ahead of Your Competition with New Advances in CX Marketing. This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. With a focus on these five key actions, you will not only improve your Customer Experience, but you can also get a jump on the competition in the new year. 5 CX Concepts to Keep You Ahead of the Competition.
InTheChat
JANUARY 22, 2019
As digital technology continues to revolutionize the way we do business, many businesses have started to learn the importance of focusing on their customer experience (CX). Today’s consumers are loyal to experiences, not brands, and many companies have. The post Employee experience is the new CX appeared first on InTheChat.
Nextiva
JANUARY 24, 2019
When it comes to a career in technology becoming a Vice President of Technology is one of the highest positions one can achieve. A VP of IT career path is varied and never looks the same for everyone, but is highly dependent on experience and skills, just like the CIO career path. Most VP of […]. The post The IT VP Career Path Explained in 5 Easy Questions appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Sampson Lee
JANUARY 21, 2019
Here are my four predictions for Customer Experience in 2019. Prediction #1: The fever of effortless experience will reach new heights Ignited by the rise of Generation Z with its zero-tolerance of wait time and the ‘expectation transfer’ incited by the ‘Amazon Effect’, the fever of effortless experience will reach its peak since the launch […].
Fonolo
JANUARY 22, 2019
“We are in the Era of the Customer, ” says Shep Hyken. We are indeed. It’s a modern reality where customers call the shots, armed with the knowledge that they have options. This includes their expectation of a certain level of customer experience, one that is seamless, omnichannel, and with bot offerings. In fact, according to Forrester , today’s “consumers have more tech at their disposal than ever before and it has fundamentally changed how they experience brands.
Teresa Allen
JANUARY 19, 2019
I was just talking with a representative of a local insurance agency who mentioned that the older clients love her. Why? Because they love the fact that she listens to them and takes time with them and will explain slowly any technology that they may not understand. This is very instructive. I often say that in service, you must be almost like a chameleon, adapting and changing your interaction and communication style depending on the different needs of each individual customer.
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