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.

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.

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.

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.

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Step up Customer Assistance with Live Video Support

TechSee

Innovative ways to provide customers with immediate assistance, guidance and support lies at the heart of every customer-centric organization.

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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.

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.

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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4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

Four Key Contact Center Technologies for 2019

Contact Center Pipeline

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.

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.

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.

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.

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

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

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

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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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.

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–>

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?

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.

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.

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–>

How to Make Contact Center Schedules Compliant

Contact Center Pipeline

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.

3 Foundations of Killer Sales Plan (To Boost Your Sales Strategy)

CrazyCall

Sales philosophy. Let’s talk sales plan from thriving sales strategy. “I I can sell anything; just give me a product!”. In sales, we all heard that phrase, we all know that self-proclaimed magician that think his charming personality and few tricks sell. Sadly, it’s not true anymore.

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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. .

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.

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.

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.

The Police Interrogation Technique That Calms Angry Customers

Toister Performance Solutions

You've probably seen the good cop, bad cop technique in the movies. A suspect is interrogated by two cops. The first one, the bad cop, does their best to intimidate the suspect. They yell, threaten, and generally act like a jerk. Then the good cop intervenes and appears to defend the suspect.

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.

Four Predictions for Customer Experience in 2019

Sampson Lee

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 […]. Blog Customer Experience