Sat.Feb 23, 2019 - Fri.Mar 01, 2019

Will 2019 be the Year of the Human?

bold360 Blog

Buy local, shop brick and mortar, boycott fast fashion—more and more, people are choosing to support their fellow human beings with their shopping dollars. So, it’s not surprising that there’s a backlash against AI brewing, out of fear that bots will edge humans out of customer service jobs. That fear, however, is based on the misconception that bots can do all the same things humans can. The reality is, bots have nothing on people when it comes to two critical areas: 1.)

7 Ways to Encourage Customers to Take Customer Satisfaction Surveys

SharpenCX

Too few responses to your customer satisfaction surveys is your kryptonite. Lack of input from your customers puts you on the shortlist to deliver customer experiences that don’t meet expectations. Your customer satisfaction surveys give you a channel to solicit. Read More.

Gamifying Customer Service to Cure Agent Attrition

Noble Systems

Agent attrition is an epidemic that contact center leaders have unsuccessfully tried to remedy for years. To solve outbreaks caused by contaminated food, The Centers for Disease Control and Prevention (CDC) uses three types of information: epidemiologic; traceback; food and environmental testing.

Make Your Company’s Name Your Brand Promise

ShepHyken

Earlier this year, I had the pleasure and honor of being the keynote presentation for River Valley Bank, soon to be Incredible Bank , as they merge the names of their brick-and-mortar banks and their online bank. I love that word, incredible , almost as much as my favorite word, amazing.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

What is Voice of the Customer? 25 Experts Give Best Practices

Callminer

Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. Essentially, the process of finding the voice of the customer can be done a number of ways, using many different methods.

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Tête-à-Tête with Annette Franz, The Customer Experience Veteran

ProProfs Blog

Customer support has become the topmost goal for any business. No company can afford to ignore the growing significance of customer support in times of today. Your competitors go from post to pillar to get hold of your customers.

Amazing Business Radio: Jeff Robbins

ShepHyken

Customer Feedback 101. Seeing Your Business Through the Eyes of the Customer. Shep Hyken interviews Jeff Robbins. They discuss the importance of customer feedback, the most effective surveys, and how to use these tools to create customer loyalty and improve your business.

The Call Center Can Be a Thin Line Between Love and Hate

Callminer

I was prompted by a BBC.com articled entitled ‘ Which banks do customers love or hate? ’ to think about the impact of a call center on the emotional divide the article highlights.

The Tools To Use To Create Actionable Measures

Beyond Philosophy

A significant influence on your Customer Experience outcome is how customers feel during your experience. In our global Customer Experience consultancy, we say that emotions are over 50 percent of a Customer Experience.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Tear Apart and Put Together Your New Contact Center

Call Center Coach

Flexibility is often an innocently misunderstood element in the contact center technology evaluation criteria. Afterall, unless you’re evaluating and implementing a wide-array of contact center technology as part of your everyday job, it’s just impossible to keep up with.

Guest Blog: How AI Can Help the Customer Experience for Your Business

ShepHyken

This week we feature an article by Wayne Elsey who writes about how businesses can improve the experiences of their customers with the use of artificial intelligence. Shep Hyken.

5 Ways to Screen Job Candidates for Positive Attitude

Contact Center Pipeline

As an initial point of contact with your brand, customer service reps must be able to provide an excellent customer experience and resolve problems fairly and efficiently while showing empathy to every caller.

Four attributes of outstanding customer experience leaders

TELUS International

Discover four leadership traits needed to build a customer-obsessed organization

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Two Factors Make It Easy for Contact Center Chat

Call Center Coach

The contact center industry can seem very fragmented at times. One thing that we must remember is there are new contact centers being opened all of the time, and in a wide range of industries. When considering live chat the same thing is true.

5 Top Customer Service Articles for the Week of February 25, 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. 3 Lessons From a Customer Service Failure by Jill Schiefelbein.

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Top 5 Posts in February

Contact Center Pipeline

February may have been short on days, but it wasn’t lacking useful content for running your contact center operation.

Empowering Your Team to Deliver Kick-Ass Customer Experience

BlueOcean

Quick, how many services or memberships do you subscribe to? Twenty?

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

Why most companies miss the biggest financial benefits of customer feedback – by Guy Letts

ijgolding

Customer experience is important, that much we know. Readers of this blog won’t need persuading of the link between a company’s success and a great customer experience. Happy customers stay longer, buy more, they tell their friends, and your company grows.

10 Email Marketing Tricks to Re-Engage Your Customers

GetFeedback

There’s no point in having a huge email list if half your subscribers aren’t clicking. But that’s exactly what happens. Most email lists decline by about 25% a year according to Email Monks. There are lots of reasons for this. Sometimes it’s about the number or frequency of emails.

Enhancing Customer Service Interactions With DiSC

Contact Center Pipeline

There are a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents. Having had exposure to many of these, DiSC is my top choice with the most significant impact.

Is Call Recording Illegal Now?

OrecX

Recording calls is not illegal in the U.S. or in most countries in the world. However, in many instances you need to first ask for consent. Some regions require notification by only the caller, while others (primarily in the U.S.)

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

How to Grow Your Small Business with Online Reviews

Toister Performance Solutions

Small businesses can struggle to get an edge over larger competitors. They don't have the built-in name recognition of a big brand. Advertising dollars are limited. The latest technology is expensive beyond reach. And many aren't able to compete on price.

Why GetFeedback is the Best Customer Experience (CX) Solution for Salesforce

GetFeedback

Over recent years, we’ve seen an indisputable shift in customer expectations — from receiving great service to having amazing customer experiences. In fact, 73% of U.S.

Build Watson-enhanced Voice Agents on IBM Cloud with Nexmo

Nexmo

Why do I love being an engineer at Nexmo, the Vonage API Platform? Because I get to work not only on the real-time communication tech we build but also on integrations with other amazing technologies.

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Tête-à-Tête with Annette Franz, The Customer Service Veteran

ProProfs Blog

Customer support has become the topmost goal for any business. No company can afford to ignore the growing significance of customer support in times of today. Your competitors go from post to pillar to get hold of your customers.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

How Inbound Call Center Services Can Improve Your Company

Ansafone

It is common for company managers to have reservations about outsourcing their call center operations. They believe the level of service could damage their brand reputation and quality of customer care.

The Expected (and Unexpected) Benefits of Building with Block Kit

Guru

This post was written for the Slack Platform Blog. Read the original entry here. product updates

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8 methods for collecting customer data and how to use it

UJET

When you know more about your customers, you can provide the best possible experience at all times. It sounds simple enough, but gathering the right kind of customer data requires tact and understanding from your agents of what kind of information is valuable to the company as a whole. Security

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