ShepHyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. He shares the four key areas that lead to elevated customer experiences while growing rapidly. In April 2021, I had the honor of becoming the chief executive officer of Xpress Global Systems (XGS), a trucking company that specializes in transporting flooring products across all 50

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Customer Experience Transportation Feedback Metrics 342

Callminer

DECEMBER 1, 2021

Read our blog for tips and best practices to choosing and buying the best omnichannel customer service software for your business.

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Customer Service Best practices 182

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. This gains you the ability to implement CS at scale, giving you a winning edge over competitors who are still a generation or two behind in their deployment of CS automation. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one.

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Government Journey mapping Accountability Benchmark 96

Contact Center Pipeline

DECEMBER 1, 2021

What do you picture when someone says “contact center”? Rows of employees at computers with headsets? An office full of tiny cubicles? Personally, I picture a giant treasure chest overflowing with gold. No, I’m not insane… at least I don’t think so. But when I think of contact centers, the first thing that comes to […].

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

ShepHyken

DECEMBER 1, 2021

In the best of times, it’s important to keep your best employees. In tough times, it’s even more important. Customers are beginning to feel the results of The Great Resignation , which quite honestly, is not so great. It has resulted in longer lines, longer hold times, and slower service – basically a lower level of customer service. . So, how can you keep good employees, and keep them not only engaged with their jobs but also engaged with their customers?

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Healthcare Feedback Customer Service Employee engagement 313

Myra Golden Media

DECEMBER 2, 2021

Many of you know me from my popular LinkedIn Learning courses. I’ve loved flying to Santa Barbara, renting a car, and driving to Carpinteria to film my LinkedIn courses. Whenever I’m in Carpinteria, I go to the Seal Sanctuary, lounge at the beach, eat at the beach, read at the beach, pray at the beach – all things beach! Carpinteria Beach.

Customer Experience 156

Customer Experience 156

Contact Center Pipeline

NOVEMBER 30, 2021

This month’s top 5 blog posts highlight two of our most in-demand topics: customer experience (CX) and expanding your workforce. In our CX posts, our authors touch on everything from CX management programs, platforms, and governance, to improving your customer service emails and live chat experiences. We also take a look at how reaching out […].

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Government Customer Experience Management Customer Service 182

ShepHyken

NOVEMBER 29, 2021

Each week I read many 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. Increase Employee Retention With These 4 Tips by David Finkel. (Inc. Magazine) Employee turnover is always a stressful situation.

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Beyond Philosophy

NOVEMBER 27, 2021

I am happy to announce that I am getting my first electric guitar. Many of you know that also means I am buying my first amplifier, too. The one I have my eye on is Fender’s, not because I know anything about amplifiers and their performance, but because I like how it looks like it came straight out of the 1960s. Nostalgia is an important part of my amplifier purchase.

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Consulting Consulting Customer Experience Surveys 195

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.

Customer Experience

The Northridge Group

NOVEMBER 30, 2021

Empathy is a desirable trait for customer service associates; however, compassion takes empathy to the next level. While an empathetic associate will try to comfort a customer, who calls in with an issue, a compassionate associate will not only offer comfort but go beyond that by offering practical solutions and taking appropriate actions to improve the customer’s situation.

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Customer Experience Airlines Coaching Finance 141

Contact Center Pipeline

DECEMBER 2, 2021

TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think about what was and what will be. The end of one year and the start of another seems to naturally inspire this. Contact Center Pipeline had a very good 2021. I […].

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Contact Center Call Center 147

ShepHyken

NOVEMBER 30, 2021

Net Lives Enriched. How NPS Enriches the Lives of Customers, Employees, and Leaders. Shep Hyken interviews Fred Reichheld, creator of the?Net Promoter®?system of management, the founder of Bain & Company ‘s?Loyalty?practice, and the author of five books including his latest, Winning on Purpose: The Unbeatable Strategy of Loving Customers. They discuss how companies can use Net Promoter Score to enrich lives and drive sustainable growth.

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Metrics Management Customer Service Customer Experience 173

SharpenCX

DECEMBER 1, 2021

There’s something about Christmas lights glimmering on every house and Christmas music playing in every store that makes me want to stay cozy at home, watch It’s a Wonderful Life , and avoid doing work. Is it just me?… I don’t think so. It doesn’t matter what kind of job you work. Every year, as Christmas rolls around, everyone grows reluctant to work.

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Self service Coaching Contact Center Cloud contact 128

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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.

Self service

Outsource Consultants

NOVEMBER 29, 2021

Are remote call center agents a part of your future plans? Depending on your industry, the shift to remote environments might be a boon or a bust for your business. But no matter what, you’re looking to optimize for what works and solve for what doesn’t. In a short time, businesses that rely on call center agents found their teams dispersed across remote home offices.

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Toister Performance Solutions

DECEMBER 2, 2021

There's something amazing about being served by an employee who loves the brand they represent. My wife, Sally, and I experienced that recently at the Dr. Martens store on Newbury Street in Boston. We walked in the store and Sally quickly zeroed in on a pair of shoes she liked. Scratch that. Loved. "Aren't those great?" asked an employee as she approached Sally.

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Customer advocacy Finance Customer centricity Sales 124

PeopleMetrics

DECEMBER 1, 2021

This has been a big week at PeopleMetrics. In case you did not hear, I launched my second book called Pharma Customer Experience ( CLICK TO VIEW ON AMAZON ) on Tuesday (11/30). I wrote this book because pharma and biotech companies have an amazing opportunity to improve the customer experience (patients, HCPs, caregivers) and emotionally connect with these customers.

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B2C Telecommunications B2B Banking 118

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Most business leaders believe that customer experience will be the key driver of their company’s competitiveness going forward.

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Customer Experience Metrics Feedback Banking 103

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!

Feedback

Concentrix

DECEMBER 1, 2021

Over the last two years, the way we work has quickly and significantly evolved—and there is no going back. The post 3 Best Practices for Supporting Diversity in Virtual and Hybrid Workplaces appeared first on Concentrix.

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Best practices 111

Fonolo

DECEMBER 2, 2021

From retail to tourism to food service, almost every sector is currently experiencing major labor shortages , and contact centers are no exception. Though contact center technology has revolutionized the way agents are able to work remotely, managers and directors are still catching up when it comes to finding and implementing strategies to balance staffing needs.

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Contact Center Technology Education Call Center 95

Guru

DECEMBER 2, 2021

As companies have started to make the shift from remote work being a temporary necessity to a way of life, there’s been a lot said over the issue of productivity.

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Nextiva

NOVEMBER 29, 2021

It’s a customer-first world. With so many options at our fingertips, it’s easy — and wise — to only remain loyal to brands that give us the best price, the most convenience, and the fastest service. If we’re not satisfied with one business, there are many others to choose from. Brands like Amazon and Apple […]. The post Connected Communications: The Remedy for Complexity & Unhappy Customers first appeared on Nextiva Blog.

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Customer Experience 95

Advertiser: ZoomInfo

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

Technology

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. From sessions on building variable compensation plans and Customer Success tech stacks to fostering customer advocacy and community, BIG RYG explored how today’s Customer Success leaders are tackling major industry challenges and advancing their Customer Success game.

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Customer advocacy SaaS Chief Customer Officer Sales 98

Influitive

DECEMBER 2, 2021

The Influitive Best Advocate Marketing Awards (BAMMIES) bestow the highest honor for trailblazing companies that are leveraging the collective power and influence of their customers to achieve their business goals, and this was yet another year packed with incredible submissions. Our finalists have demonstrated creative excellence, innovation and record-smashing results, all while remaining employee and […].

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Guru

NOVEMBER 30, 2021

Over the past few weeks, we’ve been proud to share the investments we’ve made into improving the usability and accessibility of our product (if you haven't already, read part one and part two ). From dedicating an entire team to the effort to championing a cross-functional sprint to make fast, meaningful changes, we’ve taken several intentional steps towards laying a strong foundation on which we can continue to build great experiences.

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Call Experts

DECEMBER 2, 2021

If you want the best virtual receptionists and live answering service to manage your customer support, Call Experts and Call Ruby are here for you. But if you’re curious about how our two companies compare, read on. Our friends at Call Ruby run a great company, and we think they’ve got a lot to offer. They’re both live chat and live answering services we could learn from — but their pricing and packages are different than what we do.

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Accountability Answering services Consulting Consulting 98

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.

Contact Center

VirtualPBX

DECEMBER 1, 2021

How To Put The Snap Back This Holiday. No one likes to be on hold, but when it does happen, it is always a pleasant surprise to the ears when the voice on the other end isn’t a repetitive and emotionless-sounding generic Autobot. Nobody enjoys that. Wouldn’t it be cool if you could create on-hold messages with a more natural feel to them?

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Scripts Personalization Management 98

Expivia

NOVEMBER 30, 2021

No matter what type of call center you operate, you’ll need to manage sales. Customer service centers need to upsell and cross-sell. Outbound centers need to sell. Even customer support is a sale in a way, a sale on continued business. . But, how do you get you to improve call center sales in your business? And how do you do it in a way that extends the life of your customer lifetime?

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Call Center Sales Scripts Outbound sales 98

Nicereply

DECEMBER 2, 2021

Are you able to describe the ultimate Customer Experience? Some say fast responses, but is that true? You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. It’s obvious that your house on fire requires a faster response than your toaster breaking. But how do we apply this difference to software support? There are so many aspects of support that we measure and benchmark, and articles just like this give tips and tricks on how to improve.

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