Sat.Jul 25, 2020 - Fri.Jul 31, 2020

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How telemarketing services help support & grow your business

Quality Contact Solutions

By Jill Sysel-Barton, Reporting Specialist. Using telemarketing services can have a significant impact on productivity efficiency regardless of the industry. Today, let’s use these the following two scenarios. Start a Conversation. Scenario #1 : In a busy automotive service center, the technicians must answer the phone amid doing oil changes, performing brake checks, and other services as needed.

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22 Customer Service Experts Reveal How Call Center Reps Should Address Complaints About Bad Customer Service

Callminer

No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. In many cases, those complaints first reach the ears of a call center rep. That’s why patience, empathy, and active listening skills are among the most important skills every call center rep should have.

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Trending Sources

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Voice of the Customer: The Importance of Feedback Surveys

CSM Magazine

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A Boring Customer Service Experience—That’s What Our Customers Want

ShepHyken

Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with. If you ask the CEO of a big company or the owner of a small business, I bet they would say the same. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us.

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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.

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Why You Think You Are In Control When You Are Not

Beyond Philosophy

Mastering the Illusion of Control. Humans often feel like we have more control over things than we do. Despite overwhelming evidence to the contrary—and even regular common sense—we think that if we do things in a certain way, we can influence what happens around us, particularly during sporting events. This concept is called the Illusion of Control.

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22 Customer Service Experts Reveal How Call Center Reps Should Address Complaints About Bad Customer Service

Callminer

A panel of customer service experts and call center professionals explain how call center reps should address complaints about bad customer service.

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Amazing Business Radio: Chuck Surack

ShepHyken

The Golden Rule in Customer Service. Empowering Employees to Take Care of the Customer—Always. Shep Hyken interviews Chuck Surack , Founder and CEO of Sweetwater. They discuss strategies for building a culture of amazing customer service and experience. Top Takeaways: Good customer service and experience is a competitive advantage; it sets your company apart from competitors.

Education 270
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Top 5 Posts in July

Contact Center Pipeline

There has been quite a bit of activity on the Pipeline blog in July. Understandably, articles related to pandemic-related customer service issues continued to top the list with topics covering on-hold options, work-from-home tips, customer care and proactive customer service. Also among the Top 5 was the first installment of a new blog series by […].

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How to Embed a Survey on Your Website

ProProfs Blog

Every brand focuses on trying to collect customer feedback through surveys and other similar means. While the customer may love to provide feedback to the brands they are associated with, the sheer number of surveys they encounter leads to survey fatigue, making it a significant problem. Marketing and research teams spend countless hours analyzing data to identify ways to create attractive and engaging surveys to collect maximum responses.

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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.

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How to Build a Customer-Centric Call Center and Drive Growth

NobelBiz

Do you know what a customer-centric call center actually means? Do you know how to build a company truly focused on customer satisfaction and CX? The post How to Build a Customer-Centric Call Center and Drive Growth appeared first on NobelBiz®.

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Guest Post: Combine Customer Service and Customer Experience to Grow Your Business

ShepHyken

This week we feature an article by Ashwini Dave , a digital marketing expert at Acquire. She explains the difference between customer service and customer experience and shares how implementing both into your business creates success. Customer experience and customer service are often used interchangeably and are the buzzwords for businesses in the age of instant gratuity.

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Buyer’s Guide to Cloud Solutions

Contact Center Pipeline

Affordable contact center technology solutions abound in today’s market. Centers can implement cloud-based applications with far shorter lead times than premise-based solutions. They’re especially attractive for companies with limited IT resources, aging or ineffective systems, and tight budgets. But you still need to do your due diligence to make sure you get what you want […].

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Busy and billable: 6 visual strategies to increase technician utilization

TechSee

Jonny is a field technician for a major home appliances brand. He starts his day bright and early at 8:00 am. After fighting his way through rush hour traffic, he arrives at the office at 8:50. Over his bagel breakfast, he spends a few minutes with his colleagues, rehashing the big game last night, before heading to his first appointment across town.

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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!

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COVID Has Already Changed Customer Perceptions

Fonolo

A recent Brand Sentiment Report from Vesta has investigated customer perceptions during COVID with some interesting findings. More than half of the 6,000 people surveyed said that their perceptions of brands has changed since the COVID crisis began. Consumers rated empathy and responsibility as key factors in determining their perception. Why is consumer perception important?

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5 Top Customer Service Articles For the Week of July 27, 2020

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. Traditional vs. frictionless payments: Will customers trade security for convenience? by Pat Shea. (Retail Customer Experience) Since the start of the COVID-19 pandemic, many consumers, especially those who never shopped online before, turned to online payments out of

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COVID-19 Impact: Recalibrating Human & AI Roles, Part 2

Contact Center Pipeline

Our three-part series on COVID-19’s impact on contact centers and the shift to more flexible human and automated models continues with a look at the gaps that the pandemic exposed between digital and human service delivery, and the role AI-driven technology can play in contact center recovery and resiliency. In Part 1 of this series, […].

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Bridging the Gap Between Marketing and CX

GetFeedback

Nine ways for CX and Marketing teams to work better together in optimizing the customer experience.

Marketing 166
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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.

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4 Ways to Speed Up New SaaS User Onboarding

Totango

Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. For SaaS companies especially, the speed and ease with which your customers can progress through new user onboarding will act as the first indicators of how smooth their use of your product will be going forward.

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3 COVID-19 Marketing Campaigns That Don’t Suck With Customers

CSM Magazine

As COVID-19 swept through the globe brands and marketing agencies scrambled to adapt or clean sweep whole new campaigns as current ones became obsolete or tone deaf. . Some brands won and some lost in the mix. Here we bring together three of the best UK based campaigns, the ads that captured the zeitgeist and propelled the public perception of the brand forward.

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How to deal with negative feedback on an online community platform

inSided

“Do you have any advice for Community Managers that run into negative sentiment or negative feedback?” - everyone.

Feedback 129
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Concentrix XP: Bring Extraordinary Experiences to Life

Concentrix

Concentrix Experience Platform (XP) digital self-service and cloud solutions make everyday interactions fast, easy, and convenient. The post Concentrix XP: Bring Extraordinary Experiences to Life appeared first on Concentrix.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Teach your agents these techniques to combat stress in the contact center

Tethr

Call centers are notorious for being one of the most demanding and stressful jobs out there. Agents deal with high call volumes, infrequent breaks, angry customers and a lack of resources. When the stress of the job starts to take a toll, the position lives up to its reputation as one of the highest turnover fields due to reps burning out rapidly. According to one study, 74 percent of call center reps are at risk for burnout. 30 percent of those individuals are at severe risk of burnout.

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How retailers are preparing for a post-COVID world

TELUS International

As consumers do more of their retail shopping online amid concerns about COVID-19, now is the time for retailers to optimize their digital customer experience. Discover four strategies to help with the digital shift.

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Proactive Stakeholder Engagement – Key Strategies During Covid-19 From Lucid and Totango

Totango

As virtual teams and remote engagement become the norm for Customer Success teams, staying on top of customer needs and expectations is becoming more challenging. In particular, correctly identifying, engaging, and managing your key stakeholders is critical to driving adoption, minimizing risk, and ensuring long term relationship success. Yesterday, Totango hosted our third CXO series event for Customer Success executives.

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10 Tips to Improve Your Feature Request Responses

Nicereply

Feature requests don’t need to be a sore spot for your customers or your CSAT—you just need to help everyone feel heard. Imagine this scene: a customer reaches out with a feature request. One of your team members kindly but firmly responds, letting them know that it’s not currently a function of your product. When you see their CSAT response, it’s negative, and the comment is about the product rather than the service provided.

Feedback 110
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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

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Important Trends in Workforce Management Technology

Contact Center Pipeline

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Does your customer experience pass the #MakeMomProud test? Part 2

Eptica

Date: Wednesday, July 29, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? Part 2. Published on: July 29, 2020. Author: Guest author: Jeanne Bliss In our latest guest posts, CX expert Jeanne Bliss has been sharing case studies from her new book Would You Do That To Your Mother? These highlight the need to understand the personal impact of your decisions on customers – essentially, would your mother be proud of what you are doing when it com

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How Wells Fargo turns disruption into an opportunity for reinvention

Hero Digital

In this episode, we talk to Jamie Moldafsky, Chief Marketing Officer at Wells Fargo. Moldafsky sheds lights on the changes in customer preferences and needs since the start of the pandemic, and how the company has responded. Listen in to hear Moldafsky’s three pieces of advice for achieving customer experience success, even in the midst of a global crisis.