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). Customer expectations are constantly rising, and people want higher quality products, equipment, and software than ever before.

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


“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. A well-designed booklet of responsive canned messages enhances team’s productivity. Also, it ensures that the team efficiently handles all the possible queries within less time.


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


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. On-demand experiences provided by organizations like Uber and Amazon mean that efficiency and personalization are expected throughout all touchpoints of the customer experience.

Get Over It and Move On


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! Just a few weeks ago the St. Louis Blues hockey team, which I’m a huge fan of, won the Stanley Cup championship against the Boston Bruins. They went all the way to Game Seven.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

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. However, I learned the armrests were there to dissuade the homeless population from sleeping on public benches. It dawned on me that these armrests were a form of Choice Architecture.



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How to provide an effortless customer experience


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. There’s also a 126-page user guide that raises your blood pressure every time you turn a page, but you manage to set it up… after about an hour. Unfortunately, no matter what you do, the Bluetooth functionality isn’t working.

Amazing Business Radio: Cameron Mitchell


“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! What is the Question? The Interview with Cameron Mitchell: Be goal-oriented. Know the difference between working for a paycheck and working for your career.

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. You will not find training programs on company politics or how to deal with them. It is a bit shocking considering their significance in the corporate world.

Making AI Work in the Contact Center

Contact Center Pipeline

In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend among marketing executives. Viral videos” captured the zeitgeist, and every brand decided they needed to have one—even if they didn’t fully understand what made a clip “go viral” or how to be strategic with its […]. Technology agent performance AI call center chatbots contact center customer experience digital transformation predictive behavioral routing self-service

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

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


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. If you missed any of the webinars, we are replaying them all during our Webinarstock virtual conference AI day, Wednesday, July 24th. How is topic modeling different from categories themselves?

5 Top Customer Service Articles for the Week of July 15, 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. 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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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. About Thanks for Coming in Today. FROM THE PUBLISHER: By providing your customers and guests with an unforgettable experience, your business can build customer loyalty and gain an edge over your competition.

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? In it, I described the wonderful world of the customer experience as described, written about, and generally fawned over by contact center industry pundits, and […].

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

A Call Center Glossary: The A-Zs of Call Centers


Often, we use terminology and abbreviations that we become accustomed to in our everyday lives, especially within the call center space. Given that the average person spends one third of their lives at work, it is no wonder that we develop whole worlds of vocabulary to use within our professional environments. After all, it is simpler to say, “Where are we with AHT this week?” than to say, “Where are we with the average handling time metric this week?”

Why You Should Focus on Nurturing the Customer Relationship


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. Instead of capturing the bulk of customer value at the initial sale, digital companies now rely on an ongoing process of renewal and upsell that can potentially continue for years.

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. However, I found it hard to make the economics work using domestic providers. The quality was good, but the cost was just too high, which led me to look offshore to find a solution.

The smart move towards enterprise mobility


I recently came across an article about the growing use of mobile solutions, such as smartphones and cloud-sharing apps, and how they are changing the corporate landscape. The ability to stay connected and access and share data in real-time is exciting to us and builds on our long-term vision of designing powerful solutions to improve […] The post The smart move towards enterprise mobility appeared first on What’s next. This is a summary.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

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


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. We all feel it. Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations.

The Relationship Between Customer Retention and Profitability Explained


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. . In today’s customer-centered economy, companies understand that keeping and retaining customers is key and as customers have the ability to choose at every point, you must keep them happy.

Chatbots or Humans: Which Will Win for Customer Service?

Transparent BPO

The story of Paul Bunyan, the giant lumberjack accompanied by his sidekick Babe the Blue Ox, looms large in American folklore. One part of his story, popularized by Disney , involves a showdown between Bunyan, yielding his double-bladed ax, and a steam-powered chainsaw. A competition — “Man vs. Machine” — was held pitting Bunyan and the chainsaw operator against each other to see who could cut the most timber in a single hour. The machine won out, barely.

5 Things People Overlook When Building Support Strategy


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 support, at first glance, seems pretty straightforward: a customer emails in (or tweets, or Facebooks, or sends a carrier pigeon) and you respond.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

The Effortless CX Summit: Insights from customer experience leaders

TELUS International

CX Best Practices

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. But there is no exaggeration when I declare robocalls are a nuisance that may very well destroy the future of virtual agents and digital messaging.

Data Security and Quality Standards for Remote Interpretation Providers


Providing quality business and government services often requires interacting with the private information of customers and constituents. Private and public organizations alike must take active measures to make sure that data stays secure—and to vet potential vendors to make sure they do the same.

How Australian Companies Benefit from Outsourcing to India


Australia is a growing economy. In the fiscal year 2017-2018 , they reported a GDP growth of 2.9%. There has been a major growth, especially in the service sector of Australia. It is safe to say that a majority of the economic boom in Australia’s business is because of their service sector and the new companies that enter that sector each year. With these new entrants that jump into this sector, the rise in competition is natural.

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.

Robocall Prevention Services: What’s Good and What’s Not


Are you noticing?an an increase in incomplete caller connections???Have Have you seen?an an unusual uptick in network /system?information information tones from carriers for previously verified consumer phone numbers?? You may be experiencing the symptoms of?new?types?of?carrier types?of?carrier carrier , crowd-sourced , or mobile – phone – based call blocking services?that? often m isclassify?and and even block?your your legitimate business calls. ? . There is an increasing?number

Hotel Industry Changing Customer Service Patterns with Rise of Technology


Customer service has always been the lynchpin that determined success or failure in the hotel industry. Whether it’s housekeeping, restaurant and bar service, or events, members and stakeholders have always had to put customer service first to ensure the health of its bottom lines.

IT Leaders – Time to Elevate Contact Center Performance

NICE inContact

IT leaders rely on a set of critical contact center functionalities for efficiency and success. Wouldn’t it be great if there were solutions that allowed for easy scalability, global connectivity, omnichannel routing, all in a unified and secure platform? Watch this video to learn that this is possible and available. NICE inContact CXone helps IT leaders elevate the performance of their contact centers with the leading cloud call center software in the market. .

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