Sat.Jan 19, 2019 - Fri.Jan 25, 2019

Is Proactive Customer Service The New Norm?

Envision

I've recently purchased a new software application for my business. The tool has been helpful in making our team and myself more productive.

The Fastest Way to De-escalate Is To Use Your Customer’s Last 3 Words

Myra Golden Media

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.

Call Recording: An Agent Empowerment Tool

OrecX

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.

4 Vital Concepts of Behavioral Economics Every CX Manager Should Know

Beyond Philosophy

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.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

Client Success Video:  Pac-Biz

Convoso

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.

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Customer Relationship Quality

Peter Lavers

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.

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Stay Ahead of Your Competition with New Advances in CX Marketing

Beyond Philosophy

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.

Your Personal Promise to Your Customers

ShepHyken

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.

How to Make Contact Center Schedules Compliant

Contact Center Pipeline

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

What does customer service mean to you in 2019?

HelpCrunch

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?

Ignoring Customers’ Risk Aversion is Risky Business

Beyond Philosophy

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.

Guest Blog: Rhyme Your Way to Customer Satisfaction

ShepHyken

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.

The Ball Is in Your Court

Contact Center Pipeline

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.

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.

Seamless Customer Experience Requires Smart Integrations

Upstream Works

Customer experience journey management and optimization will take precedence in 2019 as organizations continue to focus on driving greater productivity and efficiency and improved customer experience.

The BIG Dangers For ‘Customer Experience’ in 2019 – Expert Debate

Beyond Philosophy

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. <!–more–> <!–more–>

Employee experience is the new CX

InTheChat

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.

5 Support Tools to Improve Customer Experience

GetFeedback

Today’s customers have high expectations for support. They want answers to their questions—and they want them quickly. In order to meet this demand, your team needs modern customer support tools that aid their efforts in providing the best customer experience possible.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

5 Top Customer Service Articles for the Week of January 21, 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.

The BIG Dangers For ‘Customer Experience’ in 2019 – Expert Debate

Beyond Philosophy

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. <!–more–> <!–more–>

Make Connections That Matter With Cohorts at Empower

Guru

I’ve attended countless conferences, and while the attendees at most are lovely people I’d gladly make small talk over drinks with, I can usually count the really important professional relationships I’ve forged on one hand.

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How to Create Customer Surveys for Content Marketing

GetFeedback

A successful content marketing strategy relies on good customer feedback. Without knowing what your customers want, it’s impossible to develop valuable content that generates brand loyalty and business leads. The better your content, the bigger impact you’ll have on the bottom line. .

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.

Amazing Business Radio: Mark Samuel

ShepHyken

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.

Stay Ahead of Your Competition with New Advances in CX Marketing

Beyond Philosophy

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. Focus on the ROI of CX improvement.

How CRM Systems Can Help You Provide Better Customer Service

ProProfs Blog

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.

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Presidential Executive Fellow Rosetta Lue Joins Taylor Reach Group to lead Public Sector Practice

Taylor Reach Group

While The Taylor Reach Group, Inc., has been an industry leader in call and contact center consulting for more than 15 years, the main area of focus has been on establishing great customer care in the business sector, especially in retail and service industries.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Blue Ocean Specialty Team Named as Finalist in 2019 Stevie® Awards for Customer Service

BlueOcean

Blue Ocean, a world leader in customer care solutions, was named a finalist in the “Customer Service Team of the Year – Recovery Situation” category in the 13th Annual Stevie® Awards for Sales & Customer Service.

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Customer Advocacy: Is This Thing Even Real?

OctopusTech

Do you have a sales team that is tasked with creating leads and closing contracts? If this is so, then what are your current strategies? Do you have one for increasing your web presence to help boost sales through your website? Or one to re-engage leads by sending out email drip campaigns?

Stop wasting time and money in 2019

TRUSTID

Each year, contact center managers do what they can to save money and improve the customer experience. In 2017 alone, it was estimated that the overall cost of agent-handled security and identification checking was $8 billion.