Sat.Jul 13, 2019 - Fri.Jul 19, 2019

Why QA is Essential for Customer Experience

Hero Digital

In the current customer experience (CX) landscape, companies are aiming to create emotional brand connections with customers. But experiences can’t be meaningful if they aren’t frictionless. To achieve that standard, it’s important that companies don’t forget the importance of quality assurance (QA).

Highlighting the Importance of Canned Responses for Customer, Agent and Company

Nicereply

“A perfect canned responses shouldn’t sound canned at all”. In today’s world of continually changing trends in customer support , “Canned responses” are basically pre-programmed customer support messages that allow CS agents to respond quickly to the customer with issues.

Changing Consumer Expectations: 5 New Customer Service Faux Pas to Avoid

Fonolo

Core tenets of customer service are timeless: For example, “know your customer” is still as important today as it ever was. If you know your customer, you’ll know that consumer expectations have changed radically over the past decade, largely due to the development of new technologies.

Get Over It and Move On

ShepHyken

Something bad happens. There’s nothing you can do about it. It happened—and now you have a choice. You can let it bother you. Let it fester inside of you. Let it impact your mood. Let it ruin your day or your week. Make you irritable and not pleasant to be around. Or… you can get over it and move on!

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

How to provide an effortless customer experience

TechSee

Imagine this scenario: It’s Amazon Prime Day and you’re thrilled to have snagged the limited-edition wireless streaming stereo system you’ve had your eye on. When it arrives, you open the box and see… a whole load of parts.

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Six Common Mistakes Almost Everyone Makes In Quality Monitoring In Contact Centers

Myra Golden Media

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. One way I do that is by teaming up with the company’s Quality Assurance team.

Amazing Business Radio: Cameron Mitchell

ShepHyken

“Yes” is the Answer; What is the Question? Putting People First to Achieve an Exceptional Customer Experience. Shep Hyken interviews Cameron Mitchell, Founder and CEO of Cameron Mitchell Restaurants. They discuss Cameron’s customer service philosophies and his new book, Yes is the Answer!

Ask the Expert: Your Topic Modeling and Machine Learning Questions Answered

Callminer

Our ongoing AI webinar series has been full of great audience questions on artificial intelligence, machine learning, and natural language processing. We wanted to highlight some from our most recent How to Use Topic Modeling to Extract Conversational Insights.

Revisiting Contact Center Schedule Adherence

Contact Center Pipeline

When you find someone in a contact center who is passionate about schedule adherence, it’s a good bet he/she is (or once was) a member of a workforce management team (WMT).

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Simple Guidance for Designing Your Quality Monitoring Program (8 Steps)

Myra Golden Media

Are you designing or redesigning a Quality Monitoring Program for your organization right now?

Guest Blog: [Infographic] How Artificial Intelligence Can Help Your Brand Deliver a Better Customer Experience

ShepHyken

This week we feature a short article and infographic from Matteo Gasparello explaining why influential brands are using the combination of artificial intelligence and data to provide customers with the experiences they want.

The Surprising Effect of Choice Architecture on Your CX

Beyond Philosophy

I live in Sarasota, Florida, and recently, there have been some interesting changes to the public benches. Halfway along the seat, there are armrests. At first, I thought it was to make them more comfortable than they were without an armrest in the middle.

CX Versus GX: When Worlds Collide

Contact Center Pipeline

Let me start by once again offering a real-world experience, such as the one I described in my April 2019 column, CX Pundits vs. CX Practitioners: Real Life or Fantasy?

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.

Customer Experience: The Golden Ticket to The Billion Dollar Club [INFOGRAPHIC]

ProProfs Blog

The importance of customer experience is something that cannot be stated enough. Go back to the last time someone asked you for a recommendation about a place to eat or a store. Which sort of place did you recommend?

5 Top Customer Service Articles for the Week of July 15, 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. Why B2B Customer Experience Programs Fail by Sarah Frazier. CustomerGauge) The days of B2B companies trying to differentiate themselves through services and products alone are gone.

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How to Manage Company Politics

Beyond Philosophy

When I worked in the corporate world, people often asked me what I did all day. Facetiously, I would say that I played chess. While it was meant to be cheeky, the joke was not far from the truth. I spent my day navigating company politics.

How to Prove the ROI of Your Voice of the Customer (VoC) Program

GetFeedback

They say that there’s very little these days that everyone agrees upon, but I—of course—do not agree with that sentiment either. When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever.

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.

Thanks for Coming in Today by Charles Ryan Minton (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at Thanks for Coming in Today by Charles Ryan Minton. Check out the video below to hear Adam’s one win that you can take away from Thanks for Coming in Today to improve your organization’s customer experience and customer service.

5 Steps to Create a Personalized Client Model to Drive Your Marketing Strategy

ProProfs Blog

Have you personalized your marketing strategy? If you have not, then you’re probably living under the rock. I started to notice more and more personalized campaigns a few years ago, and back then personalization was a kind of a revolution in the marketing industry.

Why You Should Focus on Nurturing the Customer Relationship

Totango

The digital transformation of business has created a customer-centered economy where customers seek short-term commitments and value choice, flexibility, and personalized service. This has irrevocably changed how enterprises need to approach customers.

How To Take Action With Your Voice of the Customer (VoC) Data

GetFeedback

In life, each of us interacts with people who think we’re the greatest thing ever or the least impressive thing they’ve ever seen.

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.

5 Things People Overlook When Building Support Strategy

Nicereply

Listen to what your customers have to say, and make sure you have a clean-cut process to track customer insights that everyone in your company is able to access.

Customer Testimonial: Tony Menchaca, Verde Energy

Transparent BPO

The following is a testimonial from Tony Menchaca , formerly CMO and co-owner of Verde Energy USA, a Transparent BPO client. I outsourced a lot of sales and lead generation work to call centers during my tenure as Chief Marketing Officer for Verde Energy.

The Relationship Between Customer Retention and Profitability Explained

Totango

Every business needs to be able to make and increase profits. We go to exhaustive lengths to find new ways to make our businesses more profitable, but sometimes the answer is right in front of your nose: if you want to raise profitability, retain customers over a lifetime. .

How to Launch the Best Voice of the Customer (VoC) Program

GetFeedback

We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

Customer Experience vs. Customer Service: What's the Difference?

Toister Performance Solutions

My beloved iPad is dying a slow death. It's several years old and I use it daily. The memory is nearly full. I've dropped it a few times. The lightening connector is getting finicky. So I'll soon be making a trip to the Apple Store to buy a new one.

Robocalls’ Impact on the Digital Contact Center

Taylor Reach Group

By JD Fairweather. Hello! Please, don’t hang up. This is an important message from …” Click. Click. Actually, that clicking sound referenced in the opening sentence is an exaggeration as phones no longer “click” when you hang them up.

When should you outsource training?

The Call Center School

Does your contact center do all of it’s training internally? Have you considered outsourcing some of it, but you're not sure if you should? Do your options seem overwhelming and you’re not sure where to start? Worried about cost?