ClearAction

FEBRUARY 7, 2020

Customer Experience is More Than Transactional: Is Your Marketing Value Longitudinal? Lynn Hunsaker. Customer experience is not limited to an interaction. Cumulative perceptions, interactions, circumstances and judgments add up over time to form “customer experience” for each of our prospects, customers, partners, suppliers, and stakeholders. This means customer experience is longitudinal, i.e. developed across a long period of time.

Marketing 77

Marketing Customer Experience Construction Feedback 77

OctopusTech

FEBRUARY 4, 2020

There are close to over 6500 languages spoken in the world we live in. The cultural diversity between each nation that speaks these languages as well as nations like India that have several languages within the same country is something to be appreciated. In the business world, while we may not need to know every language used in the world, knowing the languages your customers or potential customers speak can only be an advantage.

Call Center 83

Call Center outsourcing Customer retention Customer Support 83

Contact Center Pipeline

FEBRUARY 7, 2020

My first taste of customer experience (or what we referred to at the time as customer service) was in a bar. I was behind it, and I was really good. It takes a combination of personality, skill, savvy and charisma, and a strong knowledge of drinks, to be successful in this role. You also need […].

Customer Experience 162

Customer Experience Management Personalization Business Process Outsourcing 162

ShepHyken

FEBRUARY 7, 2020

This week we feature an article by Riley Panko, a Senior Content Developer & Marketer at Clutch. She emphasizes the need for human interaction over the phone in a world of automated response systems. In the age of chatbots, contact forms, and phone menus, consumers still seek human interaction when communicating with a business and will grow frustrated if that interaction is delayed or not allowed.

B2B 324

B2B Answering services Chatbots Surveys 324

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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.

Nicereply

FEBRUARY 4, 2020

If you can find someone that has worked down on the ground in a coffee, retail or food service, you can rest assured that they have the first grounding bits to be truly excellent at support. Almost every person that I talk to that has created a career out of supporting customers started off as a waiter, barista, or retail employee. I am no different.

Customer Support 107

Customer Support Scripts Personalization Technology 107

Callminer

FEBRUARY 5, 2020

Obtaining useful metrics on daily operations in your call center can help to improve many aspects of your business. However, there is quite a bit more to making effective use of call center metrics than merely amassing data and generating reports. When properly harnessed, call center metrics open the door to precise monitoring of growth over time. They can be used to design a powerful development plan for your team members, denote areas of daily operations in which you are losing money, and more

Best practices 251

Best practices Call Center Metrics Surveys 251

Totango

FEBRUARY 6, 2020

The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal, and the customer can walk away whenever they see fit. Now more than ever, SaaS organizations have to work hard to help their customers succeed and keep them satisfied. By paying attention to a few key customer success factors designed to help you thrive in today’s digital conditions, you can shape your entire enterpris

Enterprise 92

Enterprise Customer centricity Metrics Upselling 92

Steve DiGioia

FEBRUARY 3, 2020

Bigfoot. The elusive missing link between humans and apes. But what does he have to do with customer service? Well, plenty. There are many similarities between the creature and the service many of us dish-out to our customers. That’s why I call it, Bigfoot customer service. Let’s get into it. Rumors. There have been rumors of Bigfoot since the story first appeared in the Humboldt Times in 1958.

Customer Service 298

Customer Service 298

Inbenta

FEBRUARY 6, 2020

Self-service and customer relations: provide autonomy to your customers. According to a Zendesk study, the main reasons for customer dissatisfaction are the multiplication of online contributors (57%) and a resolution time that is too long for 46% of respondents. A customer who fails to find an immediate solution to his problem will put an end to his journey and can even end up doing business with your competitors.

Self service 114

Self service Chatbots Contact Center Personalization 114

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Beyond Philosophy

FEBRUARY 6, 2020

How you present information often influences your audience to perceive it differently. In marketing, sometimes how you present the facts takes advantage of the information in a way that shouldn’t matter when you think about it rationally. Nonetheless, it does, and done right can yield positive customer-driven growth. We discussed Framing Effects in a recent podcast.

Marketing 406

Marketing Entertainment Consulting Consulting 406

ShepHyken

FEBRUARY 5, 2020

What if you only had one customer left to do business with? Maybe this was the last customer on earth? Norman Beck—my friend and faithful reader of The Shepard Letter —and I were talking about this idea and he shared another way of looking at it. In his words, “It’s like the last gas station you’ll see for miles as you enter the desert. Maybe you stop and make sure you have a full tank of gas.

Customer Service 351

Customer Service Customer Experience Customer Care 351

Callminer

FEBRUARY 4, 2020

Use these metrics to design a powerful development plan for your contact center agents, find areas of operations in which you are losing money, and more.

Best practices 226

Best practices Metrics Call Center Contact Center 226

Contact Center Pipeline

FEBRUARY 5, 2020

Welcome to the February issue of Contact Center Pipeline. I’ve always thought of February as a fun month with the opportunity to show some love! The best way to show your agents some love… recognize and support them. The best way to show your customers some love… provide an amazing customer experience! Our February issue […].

Contact Center 222

Contact Center Customer Experience Call Center 222

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

Beyond Philosophy

FEBRUARY 3, 2020

Discover This Powerful Marketing Technique to Gain Growth. How you present information has a significant effect on how your customers perceive the message. It’s no secret; it’s why there are marketing departments. However, what is fascinating is that when we present information, we can take advantage of things that shouldn’t matter when you think about them rationally, but that do matter quite a bit when it comes to customer-driven growth.

Marketing 328

Marketing Consulting Consulting Customer Experience 328

ShepHyken

FEBRUARY 4, 2020

The Voice of the Customer. Creating WOW Moments by Simply Being Human. Shep Hyken interviews Stacy Sherman. They discuss strategies for improving CX throughout every level of an organization. Top Takeaways: It’s important to consider and optimize CX across the board, but especially within three key areas: digital channels and e-commerce, sales and the frontline, and especially new product development.

Customer centricity 321

Customer centricity Employee engagement Customer Experience Customer Service 321

ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. Now, note the past tense in that. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. Solutions came easily too. At least it was obvious that customers would simply walk to the store whenever they needed support. . And then came the technological avalanche – postal service, phone, email, live chat, social media.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

Contact Center Pipeline

FEBRUARY 6, 2020

In the August 2019 issue of Contact Center Pipeline, I wrote a column entitled, “Robocalls? Don’t Shoot Me, I’m Only the Harmonica Player.” If you’re curious about what being a harmonica player has to do with robocalls, I suggest you read the column. In a nutshell, the subject of that particular column was a pending […].

Contact Center 173

Contact Center Call Center Technology 173

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

Beyond Philosophy

FEBRUARY 3, 2020

Discover This Powerful Marketing Technique to Gain Growth. How you present information has a significant effect on how your customers perceive the message. It’s no secret; it’s why there are marketing departments. However, what is fascinating is that when we present information, we can take advantage of things that shouldn’t matter when you think about them rationally, but that do matter quite a bit when it comes to customer-driven growth.

Marketing 195

Marketing Consulting Consulting Customer Experience 195

TechSee

FEBRUARY 3, 2020

Contact center attrition rates are notoriously high. According to research conducted by The Quality Assurance & Training Connection (QATC), the average annual turnover rate for agents in US contact centers ranges between 30 and 45 percent, which is more than double the average for all occupations. This results not only in high costs for recruiting and training new agents – $7,500 per employee – but also the loss of knowledge when experienced staff leave.

Customer Service 109

Customer Service Contact Center Average Handle Time Best practices 109

ProProfs Blog

FEBRUARY 5, 2020

What is the most dreadful thing during customer interactions? Being in a situation where you have to say No to the customer- Isn’t it? . There are times, and really often too, that a customer comes to you with a request that is just not possible for you to fulfill. Like, imagine your company has a return policy that doesn’t allow you to take return requests after 15 days of purchase.

Customer Support 139

Customer Support Customer Experience Feedback Marketing 139

Taylor Reach Group

FEBRUARY 6, 2020

By Peg Ayers. Measuring Customer Experience is important, right? We need to know how customers feel about their interactions with us. We can’t improve what we don’t measure. But what are we doing with the data we gather? And is gathering, analyzing and reporting on that data truly improving the customer experience? I regularly receive surveys from our regional healthcare provider, owner of all local hospitals and many medical offices.

Surveys 118

Surveys Healthcare Feedback Wait times 118

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

Interactions

FEBRUARY 6, 2020

What is the Peak-End Rule? Barbara Frederickson and Danie Kahneman conducted a research based study in 1993 that proved that the human memory is, in fact, imperfect. They discovered that humans don’t actually recall events in their entirety, but rather the snapshots of the most intense moments become a memory. They discovered this by submerging participants hands in freezing water for 60 seconds.

Wait times 118

Wait times Call flow Interactive Voice Response Customer Care 118

Tethr

FEBRUARY 3, 2020

The quality of service your organization delivers depends on the skills of your employees. But in today’s bustling work environment, supervisors are struggling to find the time needed to effectively coach staff for continual performance improvement. Coaching is more important than ever before in today’s call center environment, as calls continue to increase in complexity.

Coaching 113

Coaching Management Calibration Feedback 113

GetFeedback

FEBRUARY 1, 2020

Use our interactive calculator to measure your Customer Satisfaction Score (CSAT) and its impact on ROI.

128

128

Fonolo

FEBRUARY 5, 2020

Guest Author: Scott Miraglia, CEO, Elevation Marketing. Customer service isn’t just a buzzword. When done right, it works to attract, retain, and convert more customers. 90% of Americans view customer service as a signal to determine if they should do business with a company. Additionally, nearly half of Americans switch to a new company after having a poor experience with a vendor.

Customer Service 99

Customer Service B2B B2C Abandon rate 99

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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

Pipkins

FEBRUARY 3, 2020

Businesses that depend on call centers have developed methods for handling snow, school closings, hurricanes, floods, and the like. Often weather makes it difficult for workers to fill the seats of the call centers. Some folks simply do not like to operate a vehicle in bad weather, some folks (particularly mothers) are tasked with children home due to school closings, and still others may be in emergency mode trying to manage the results of the weather — electricity goes out, basement ge

Management 98

Management Airlines Call Center 98

Tethr

FEBRUARY 7, 2020

You walk a customer through an issue, resolve their problem and wrap up the call. At that point, you consider the job done. But is it? Organizations are often under the impression they’re performing well because they have strong first-contact-resolution (FCR) scores. However, repeat calls often indicate downstream issues related to the problem that prompted the original call, even if that problem appeared to be adequately handled the first time around.

Contact Center 104

Contact Center Customer effort Call Center Customer Experience 104

GetFeedback

FEBRUARY 5, 2020

In this webinar you'll learn how to create a customer journey map, what business objectives it helps achieve, and the differences between B2B and B2C journey mapping.

Journey mapping 88

Journey mapping B2C B2B 88