Sat.Mar 16, 2019 - Fri.Mar 22, 2019

Executive Insight: Continuous Customer Service - from Omnichannel to Omnipresent

Eckoh

By Ashley Burton, Head of Product at Eckoh

The Culture Perception Gaps

CX Journey

Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. Until now.

How to Use Psychology to Provide the Best Customer Service Experience

Return Customer

Professionals in the customer service industry know how complicated people can get—some are delightful, some are moody, some are grumpy, and so on. This is where knowledge of psychology principles comes in handy.

Chatbots in the Contact Center, Part 2: Internal Use and Adoption

Contact Center Pipeline

Consumers are increasingly turning to virtual assistants to save time and effort in their personal lives.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

The Upfront Agreement of Future Communication

ShepHyken

Not long ago, I wrote an article that featured Todd Hopkins, CEO of Office Pride, and his concept of core values being a decision filter. I had the chance to interview him for Amazing Business Radio and he dropped another big concept on us that’s worth bringing to our followers.

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The Four Things You Must Do to Keep Customers Talking about Your CX

Beyond Philosophy

Today, people appreciate good Customer Experience, but not enough to talk about it a lot. What gets them talking to people about your brand is having a unique Customer Experience with moments of Innovative Service, or an Innovative Customer Experience.

It’s Time to Bid Farewell to Excel-based WFO

Contact Center Pipeline

Contact centers need performance management tools to manage their operations. Too often, the dominant “tool” is Excel. Unfortunately, when individuals export and manipulate data to produce (pretty) reports, recipients may not understand, embrace or accept the findings.

Guest Blog: Digitizing the Customer Experience Without Losing the Customer

ShepHyken

This week we feature an article by John Boccuzzi Jr. who argues that digital transformation is bringing customer experience to an entirely different level. Shep Hyken.

New KPI Metrics in the Era of Self Service

TechSee

Once upon a time, measuring customer service success was straightforward. Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. No longer.

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.

How to Manage Uncertainty

Beyond Philosophy

How to Manage Uncertainty. My team is the Luton Town Football Club. I heard the manager say about the team that you have to control the controllable. I quite like that phrase and I believe it is the key to managing uncertainty in your business for your customers.

A Decade of Contact Center Pipeline: Useful Resources on Our Website

Contact Center Pipeline

As we continue to celebrate our 10th Anniversary, I would like to call attention to a few good resources on our website.

Amazing Business Radio: Mark Copeman

ShepHyken

Habits for Success. Fostering Good Customer Service Habits to Make Your Business Stand Out. Shep Hyken interviews Mark Copeman. They discuss his new book, Helpdesk Habits , which teaches employees how to turn good customer service practices into routine habits.

Which Live Chat Software is Best for an eCommerce Business?

ProProfs Blog

Imagine this: You wish to buy a new set of black jeans. But a busy schedule is all you get to see. That’s when you plan to resort to the world of online shopping. As you start your search for the perfect black jeans, a plethora of options leave you confused.

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

The Only Vocal Tone Your Employees Should Be Using With Customers

Myra Golden Media

I’m working from home today, enjoying having my college-daughter here for the week, and the freedom of my son’s clear high-school calendar during Spring Break. But, predictably, my teenagers are upstairs with eyes on screens, probably with unbrushed teeth. So, I’m in my home office. I’ve promised myself no more than two hours work. And then I’ll come up with something adventurous for us to do today.

How to Write Self-Service Support Material

GetFeedback

When done right, self-service support material help your customers complete tasks on their own. But for self-service support resource to work, they need to be easy to read and understand. In other words, customer support teams need to be savvy about copywriting.

5 Top Customer Service Articles for the Week of March 18, 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. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover.

4 Key Strategies for Effective Customer Experience Management

Upstream Works

When we speak of Customer Experience (CX) and strategies for improving it, we need to clearly define the inherent business value.

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.

Client vs customer: what is the difference?

HelpCrunch

Does your business have customers or clients? We at HelpCrunch decided to find the difference once and for all. The post Client vs customer: what is the difference? appeared first on HelpCrunch blog. Customer service Sales & Marketing

Sales 99

AI-Driven Business Insights From Every Conversation With 8x8 Speech Analytics

8x8

As more than 6,000 business and technology leaders convene at Enterprise Connect this week in Orlando, attendees are garnering knowledge about how they can stay competitive in a fast-changing business landscape.

Customer Voice is More Important Than Ever—Here’s Why

GetFeedback

The customer voice, also known as Voice of the Customer (VoC) , is at the core of any successful customer experience (CX) program. It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services.

Why Kindness Matters in Customer Conversations

TeamSupport

Sometimes in business, attitude is more important than any service or product. Approaching conversations with the right perspective for the situation can completely change the expectations of all parties involved.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

Infographic: Social customer service expectations in 2019

InTheChat

The era of social customer service is here, and consumers no longer have patience with companies that can’t keep up. Already in 2019, we’ve seen the death of major brands that couldn’t keep pace with the continuing digital.

Why User-Generated Content is Vital for Successful Customer Service

inSided

User-generated content is hot right now, and with good reason. Consumers trust other people’s opinions much more than branded content, which means user-generated content (UGC) is a powerful tool for building trust with prospects and customers and scaling your service efforts

Job Satisfaction Surveys: 2 Templates for You to Use

GetFeedback

While being a customer-centric company is key for delivering great customer experience , you can’t forget about the employee experience. After all, happy employees result in happy customers. To identify the happiness level of your employees, you should use job satisfaction surveys.

The Human Experience Cycle

Customer Experience Matters

As you think about your experience management (XM) efforts, it’s important to understand how people flow through the experiences in their lives — as customers, employees, patients, fans, citizens, students, etc. To help deepen that understanding, I’ve created a simple model, the Human Experience Cycle (HxC). As you can see in the chart below, the HxC is made up of five elements: Expectations: What a person anticipates will happen during an experience.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

5 reasons social customer service belongs in the contact center

InTheChat

As how we use social media continues to evolve, so does the role that social media fills in consumer interactions with brands. When companies first started engaging in social media, the approach was much more passive. Even just.

How Can A Coaching Culture Attract (and Keep) Top Talent?

Integrity Solutions

A high-performance coaching culture can separate your firm from the pack and become a powerful differentiator when you’re competing for top players. by Terri O’Halloran.

Make a Survey Online That Will Delight Your Customers, Not Annoy Them

GetFeedback

If you make a survey online without giving it much thought, you’ll find that your customers won’t care for it either. In fact, they’ll probably abandon your survey halfway through or avoid taking it altogether. This reaction to poor surveys is called survey fatigue. It’s not uncommon, and chances are you’ve experienced it yourself at least once. The old school, 20-question survey is no longer acceptable — customers value their time too much.