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

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. They also need to contact clients about a manufacturer’s safety recall.

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. Still, responding to complaints about bad customer service can be difficult, even for your best call center agents.

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Voice of the Customer: The Importance of Feedback Surveys

CSM Magazine

Monitoring the Voice of the Customer (VoC) should be one of the ongoing projects in any service program. One way to achieve this is to perform a customer feedback survey. A Bain & Company study found a huge gap between the perception of executives—80 percent of whom think they are doing an excellent job of serving customers—and the perceptions of customers themselves. Only 8 percent of customers agree.

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.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

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. Key Takeaways.

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Are Your Pet Peeves Putting Your Job in Danger? – Tip #9

Steve DiGioia

First off, what’s a “pet peeve”? Well, according to Merriam-Websters dictionary, it’s “something that annoys or bothers a person very much” Are your pet peeves putting your job in danger? I hope not. You know, let’s be honest… Each of us knows someone that drives us nuts.

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.

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®. Blog Insights

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 […].

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

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. Sitting in the same traffic jam (why hasn’t it cleared yet?), Jonny finally arrives at his destination at 9:30 am.

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. While they are not the same thing, they do happen to be related.

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. Emily Crisps.

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, […].

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

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. User communities

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.

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.

Important Trends in Workforce Management Technology

Contact Center Pipeline

At Pelorus Associates, we have studied the workforce management (WFM) space for over a decade. Our biannual reports delve deeply into the size, composition, market shares, trends, drivers and obstacles. The reports are quantitative and qualitative. We examine 30 significant trends that impact the direction of management practices and WFM technology. Reports include over 50 […].

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

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? Customer perception is important because it directly impacts profitability.

Current Challenges Facing Financial Services Contact Centers

ConvergeOne

According to our research with Avaya and CatalystMR, there are two main areas contact center challenges fall within: customer support and data/technology. Considering each of these key areas, the three biggest challenges contact centers face today in the support arena are: Contact Center Customer Experience Avaya Financial Services

Improving onboarding with the Agent Impact Score

Tethr

When it comes to onboarding, getting new agents up to speed as effectively and efficiently as possible is crucial. Enter the Agent Impact Score , a composite index that can be used to measure quality of agent performance and track how different agents are handling difficult customer situations. Coach behaviors that tie to commercial outcomes. AIS is an AI algorithm and a TEI derivative that gives managers the ability to measure the effort level for 100 percent of customer interactions.

Bridging the Gap Between Marketing and CX

GetFeedback

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

The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

My internship at Nuance in the wake of COVID-19: uncertainty and satisfaction

Nuance

Going into this summer, I really had no idea what to expect. I finished up my onboarding process, and then I crossed my fingers and hoped I still had a job. I’d heard about many of my friend’s internships falling through due to COVID-19, so when I got the email saying my internship was a [.] The post My internship at Nuance in the wake of COVID-19: uncertainty and satisfaction appeared first on What’s next. This is a summary. Visit Nuance's What's next blog to see the full content.

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. Why would they do that?

When it comes to customer engagement, all touchpoints matter

Tethr

If you’re not regarding all touchpoints when measuring customer engagement, you’re not getting the full picture of the customer experience. Customer engagement doesn’t matter more in one channel than in another. All touchpoints must be taken into consideration for a complete account of how your customer feels about your brand, your service and your products.

Registration Is Open for Xchange 2020: 3 Reason's to Attend This Virtual Event!

Cyara

You guys! Registration is open for Xchange 2020 Virtual Summit – our two-day, interactive event packed with experts who will be sharing relevant, real, and valuable insight on CX best practices, use cases, industry knowledge, challenges, and success stories. We could not be more excited to host you and other customer experience enthusiasts. The theme for this year’s event is (drum-roll, please…) Assurance and Agility in An Uncertain World.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

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.

How to Improve Customer Experience in Call Centers

ProProfs Chat

From the first telephone call made by Alexander Graham Bell in 1876 to the billions of phone calls that connect people every day, we’ve come a long way. However, not all phone conversations are a pleasant exchange of thoughts. Remember when you tried dialing a customer care number only to experience a painful never-ending hold time and a disinterested agent who would read his script in an almost robotic tone?

Myra Golden: How to Improve Your Call Control Skills

Toister Performance Solutions

Call control is part art, part science. It's the ability to politely, yet quickly move along a customer service call. These skills were originally a big part of call center agent training back when talk time, or handle time, was considered an essential metric. Today, fewer contact centers are holding agents accountable for the length of each call, but call control still remains an important skill. Customers don't want to waste time. Quicker calls generally lead to higher satisfaction.