Sat.May 05, 2018 - Fri.May 11, 2018

article thumbnail

Why Channel Switching Is a Good Thing

Toister Performance Solutions

Channel switching gets a bad rap in customer service. If you are not familiar with the term, it refers to situations where a customer starts an interaction with a company in one channel and the interaction moves to another channel. The customer sometimes initiates this. For instance, a customer might email a company with a question and then call a day later when she does not get a response.

article thumbnail

Sorry Shouldn’t Mean “Too Bad”

ShepHyken

The other day a buddy shared an experience he had with a company that sold him mulch for his yard. When the truck arrived, he asked the driver and his co-worker to put the mulch in the backyard. The driver said, “I’m sorry. Dropping the mulch off in the backyard is considered white-glove service. You needed to let us know you wanted the mulch in the backyard when you ordered it.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Agent Performance Standards: Keep It Simple

Brad Cleveland Blog

In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted averages, percent time in this and that mode, formulas that would take a mathematician to figure out.

article thumbnail

Hooked on Your Phone? Here’s Why

Beyond Philosophy

I was texting with my daughter the other day and there was a pause in the conversation. I could see the three little dots. Surely she was typing a clever response to the remark I’d just made. I couldn’t wait to see it, so I sat there, phone in hand, staring stupidly at the little dots. I went on like this for maybe a minute and a half before I realized I was being silly.

article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

article thumbnail

Growth of Conversational Commerce

Callminer

Overall, customer culture is evolving, and consumers have a desire for more accessible communication methods that let them interact with businesses when they want and from wherever they are.

207
207

More Trending

article thumbnail

Do You Have H.E.A.R.T. and Do You Use It Every Day?

Steve DiGioia

This original article was written by Steve DiGioia. Those of us in the customer service industry have much to deal with. Payroll, purchases, inventory, market share, etc. take a lion’s share of our daily tasks. But, there’s one thing I left out: the customers. No matter what we deal with we must also deal with the occasional upset customer (whether we like it or not).

Marketing 198
article thumbnail

Creating Customer Heroes: How Your Agents Can Become Customer Storytellers

CX Accelerator

Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. What roles would they play? Would your agents make their screen debut as wise sages, imparting knowledge and truth to help spur your customers to a glorious conclusion in their customer service journey? Or would your agents be more like sword-wielding fighters, battling to defeat angry customer ogres before they burn your contact center to the ground?

article thumbnail

50 Debt Revenue Recovery Tips: Developing a Debt Revenue Recovery Strategy, Tools & Technology, and More

Callminer

Whether clients fail to pay because of poor health, lost employment, or a poor customer service experience, they can fall behind with payments and prevent you from collecting revenue.

article thumbnail

Amazing Business Radio: Jeanne Bliss

ShepHyken

Deliver a Customer Experience That Would Make Mom Proud. Would your customers agree that your service is so good, you’d make mom proud? Shep Hyken sits down with Jeanne Bliss, author of Would You Do That to Your Mother? The “Make Mom Proud” Standard for How to Treat Your Customers , and discusses her book and the art of making customers happy. ?

article thumbnail

The Open CCaaS Advantage Report

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.

article thumbnail

"Follow the Leader", Featuring Meghan Speer

Call Center Weekly

What can brands do better on social media, to truly connect and engage consumers? I think that it starts with brands recognizing that consumers are actual people. Overall, I think the tendency is for brands to still look at social media as another marketing channel where we just get to tell our audience all about our products or how cool we are. While we are starting to see a slight shift away from that mindset, most brands are still treating social media as a digital billboard or a mobile print

article thumbnail

Leading Your Customer To The Right Choice

Beyond Philosophy

How can we guide our customer’s decision-making through the menu of options we provide? How can you structure your offering to make it most attractive to customers? The post Leading Your Customer To The Right Choice appeared first on.

150
150
article thumbnail

Quick Tips to Help Call Center Agents Survive in 2018

Contact Center Pipeline

I read countless articles on how to reduce stress in the call center and often wonder, “Why is the contact center environment so traumatic?” Well, there are a few reasons for this. The first is quite obvious: Most call center horror stories feature an angry customer, venting their frustration about a faulty product or terrible […].

article thumbnail

Creating Brand Distinction, Optimizing CX with Channel Management

HGS

Creating Brand Distinction, Optimizing CX with Channel Management. By Anup Sukumar, Sr. Manager – Business Development. Today, “brand” is defined many ways—it could be a corporation, product, service, or person. Brand management is the process of recognizing the core value of a particular brand and communicating it to targeted customers, and it is a staple of the market.

article thumbnail

SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

article thumbnail

When the Public Is Your Customer

Call Center Weekly

By Sarah Elkins I tell people it was my favorite job ever. When our boys were little, I had the opportunity to work part time at the circulation desk at our local library. The boys grew up in that library and are still recognized when they walk in the door, more than 10 years after I stopped working there. Every evening after a shift when we would sit down for dinner, my husband would ask: "what happened today?

article thumbnail

8 Powerful Customer Experience Bloggers You Need to Watch in 2018

Peter Lavers

We’re delighted to report that WCL Customer Management director Peter Lavers has been named in Fonolo’s list of top Customer Experience (CX) experts to follow. Peter’s honoured to be included in this shortlist of great CX influencers and thought leaders. You can read the report here. Please get in touch with Peter if you’d like to discuss Customer Experience, CRM, or Customer Value Management.

article thumbnail

Lost in the Labyrinth: If Information is Currency, Contact Centers are Revenue Engines

Contact Center Pipeline

In this installment of the Lost in the Labyrinth series, I position the contact center as the enterprise “fuel” for revenue engines and the singular source of raw currency and customer intelligence in the digital age. Yet customers are impacted by the resistance to operational investment in the contact center. They are caught within a […].

article thumbnail

8 Powerful Customer Experience Bloggers You Need to Watch in 2018

Fonolo

It’s happening: We’re collectively witnessing a “Frankenstein moment” on social media, and within the Internet in general. In 2018, companies, platforms, and users alike are keeping an even closer eye on privacy and, importantly, verified, trusted, and accurate content. Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs.

article thumbnail

Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

article thumbnail

Ingestion Indigestion

Call Center Weekly

By Diana Aviles Ingestion is Speech Analytics (SA) jargon that describes the act of the SA tool downloading a copy of call audio and its associated metadata from the recorder source. In a perfect world ingestion should run smoothly, however sometimes, just like people who get indigestion after binging on buffalo chicken pizza, ingestion has similar hiccups.

Analytics 120
article thumbnail

Big Data Boom: How to Capture and Leverage Insights

The Northridge Group

If your organization is like most, you might be overwhelmed by the volume of information available at your fingertips. To make it worse, the pace of this information continues to increase; data (lots of it) is being produced more rapidly than ever before. How can you capture this data and use it to help you and your organization make informed decisions, and ideally to predict future behavior and events?

Big data 110
article thumbnail

Delivering a Personalized, Effortless, Connected CX

Contact Center Pipeline

People today may choose to communicate with organizations across various channels including phone, email, chat, SMS, social and walk-ins. When they do reach out, they expect to receive the same level of service regardless of which channel they’re using. That service needs be simple, efficient, personalized and consistent—at any place and any time. Businesses who […].

article thumbnail

9 lessons of growth and customer experience from Intercom

Lumoa

A story of how a startup nailed customer relationships since day one. Many startups think that customer experience management equals unnecessary work and financial costs. However, more and more startups that emphasise the uniqueness of customer relationships are growing faster than ever. Some of the familiar names include the two fastest growing companies in the world , Slack and Intercom.

article thumbnail

Reimagining CX: How to Implement Effective AI-Driven Transformations

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.

article thumbnail

Artificial Intelligence Benefits in Call Centers Worldwide

Etech

Many of today’s adults remember a time when artificial intelligence was something mentioned only in relation to science fiction. Such mentions frequently involved futuristic self-driving vehicles, computers capable of taking over the world or robots that became so proficient, there was no real meaning in life for humans. Today, many of those adults could pause and take a look around and see that there is truly artificial intelligence everywhere.

article thumbnail

What Makes For a Great Customer Success Plan?

Amity

A customer success plan is a blueprint by which both you and your customer can achieve mutual success. Are they really necessary? I mean, a lot of times, success is pretty obvious. If I have a Gmail account, isn’t success sending and receiving emails? How much more can it be? Maybe I chose Gmail because it was a light SaaS platform, or I have an Android phone, or because it's free vs. other options?

SaaS 95
article thumbnail

The Fusion of Brand and Culture with Denise Lee Yohn

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

article thumbnail

How to Effectively Set Goals with Your Call Center Team

Fonolo

Goal setting and self-improvement often go hand-in-hand, and nowhere is this more true than in the world of business and retail. Executives and managers understand that by setting goals both as an organization, specifically as departments and teams, a company is able to move in a measurable and targeted way, and even be able to make projections and pivots in the direction they want to grow.

article thumbnail

How to Stay Competitive in the Evolving State of Martech

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

article thumbnail

We’re in the running for three cloud awards!

Aspect

. We’re in a celebratory mood over at Aspect Europe HQ, as the hard work from our dedicated teams over the last few months has been recognised by being shortlisted for not one, not two, but three UK Cloud Awards! This year’s ceremony is reported to be the most hotly-contested so far since the award scheme’s first one in 2014. Aspect has previously been shortlisted for the awards in various categories for our technological innovations (as we have again this year, with Aspect Verify up for Securi

article thumbnail

You’re doing it wrong: Art vs. Science in Customer Success

Answer Dash

It seems like something from a different lifetime, but I still remember the old days when sales was all chalkboards, steak knives, and “gut feeling.” Okay, well maybe chalkboards were before my time. Also, I’m vegetarian and don’t really need steak knives. But gut feelings—those were definitely the name of the game back in the day! There was a time (and I’m dating myself here) when the prevailing attitude was that selling was an art—unquantifiable, non-systematic.

Metrics 89
article thumbnail

This is what you need to know about omnichannel customer support

Omnicus

Create a seamless customer experience to boost your revenue. Has this happened to you? You emailed a company with a customer support question, typing in a 10-paragraph message explaining the issue in detail. In response, you just got an automated reply from a robot saying that the company will get back to you in 24 - 48 hours, and you decided that you didn’t want to wait that long.