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.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

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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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.

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.

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.

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.

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.

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.

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.

25 Working from Home Tips to Slam-Dunk Tasks [2019 Update]

Nextiva

Work remote often? We’ve got you covered with 25 of our favorite working from home tips for you to implement into your daily routine. Working from the comfort of your couch, home office, or bed, offers flexibility and work-life balance that most professionals desire.

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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.

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.

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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Superagent and the Phenomenal Four Enhance Customer Experience in Telecoms

TechSee

To stay ahead of the game and see off rising competition from new market entrants, leading telecommunications providers know that customer experience is the new battleground.

Empowering Your Team to Deliver Kick-Ass Customer Experience

BlueOcean

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

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.

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.

Customer Experience Management: Designing Better CX from the Top-Down

Relay Blog

Who’s responsible for creating amazing customer experiences? Marketing and sales? Or is it the support. The post Customer Experience Management: Designing Better CX from the Top-Down appeared first on Relay. Support Customer Experience customer journey metrics strategies

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.

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.

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 Kum & Go Decreased Turnover by 70%

Branch Mesenger

Retention and turnover. An age-old issue that's the focus for many of us involved in retail and hospitality operations. Turnover affects teams and impacts the customer experience negatively. This is the story of how one company cut turnover by 70 percent.

How to Compete on Customer Experience

Ansafone

It’s been several years since Gartner reported that 89 percent of organizations planned to compete on customer experience. Since then, the importance of customer experience has proven itself many times over. Studies show that customer experience impacts the bottom line.

Nearshore Outsourcing: Building a Business Case

Transparent BPO

The Philippines has worn the offshore outsourcing crown for years, having claimed it from India in 2012. The country’s BPO sector is so strong the LA Times called it the “call center capital of the world.”

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.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

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.

Treat Your Customer Facing Staff Like Royalty

Kristina Evey

I’m often asked what I consider the single most important thing to do in Customer Experience work. Lately, my response … Read More Treat Your Customer Facing Staff Like Royalty. The post Treat Your Customer Facing Staff Like Royalty appeared first on Kristina Evey. employee engagement internal customers Leadership Team Uncategorized

Phone Etiquette 101: Essential Rules, Dos, Don’ts, and Tips

CrazyCall

Think of how you answer each of the calls you receive. When it’s your mom calling, you probably start with something like “Hey mom, how are you doing?”. If it’s your mate, most likely you answer with “Yo, dawg! What’s up?”.