Sat.Jun 15, 2019 - Fri.Jun 21, 2019

Food for thought: Three key trends in the digital customer journey

TELUS International

Trends

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Use the Right Tools for Internal Communication

Contact Center Pipeline

A few universal truths guide contact centers, and one is that everyone seeks “efficiency and effectiveness.” Efficiency includes timely responses and (relatively) short contact handling. Effectiveness means those responses are consistent and correct, and therefore bring closure.

How to Build a Customer Retention Strategy

ProProfs Blog

Do you have a customer retention strategy? If not, your business may be at risk. Companies focus on customer acquisition strategies, since increasing your customer count is the lifeblood of your business. But, customer acquisition won’t help, if you are unable to retain customers.

Guest Post: Chatbot vs. Live Chat – Which delivers the best customer experience?

ShepHyken

This week we feature an article by Jonny Everett who discusses what businesses must do to be successful in the on-demand world in which we live. Liquid expectations and the on-demand world. We live in an on-demand world.

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.

When a Customers Asks For Your Manager, Here’s What You Say

Myra Golden Media

What Viewers of This Video Are Saying. Get More Ideas Like This. Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations.

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How to navigate the world of telemarketing compliance in 2019

Convoso

This week we hosted the first in a series of four webinars about the most important changes in telemarketing compliance, and the recording is now available. Telemarketing Compliance" TCPA "Compliance

Five Ways to Eliminate Customer Service Friction

ShepHyken

It’s been a while since I talked about the concepts of friction and convenience. Our customers have learned what it’s like to have a friction-free, no-hassle, convenient experience. They love doing business with the companies that make it easy. If it’s easy to switch companies, they are quick to switch when the experience is less than convenient. Perhaps the biggest friction point of all with customers is making them wait and disrespecting their time.

Customer Journey Mapping Using Behavioral Science

Beyond Philosophy

Customer Journey Mapping Using Behavioral Science. Journey mapping is how organizations look at the customer journey, or the steps a customer would take from the beginning to the end in their experience.

Superagent – The Hero of Innovation Liberates the Insurance Claim Life Cycle

TechSee

The insurance industry is at the forefront of the digital revolution. Mounting competition from non-traditional players cannibalizing market share with innovative business models has forced P&C insurers to integrate digital technologies into their operations to keep pace.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Because self-service emergence is increasing, the need to assess the amount of support being given to our customer service reps is more important than ever before. Is there a way to find the right balance between self-service and support?

Inside View: Aryka Berry, Origami Owl

Contact Center Pipeline

In today’s customer experience era, the impact of a committed, people-focused culture is undeniable. Top customer-centric brands typically attribute much of their success to a strong mission that employees can rally around.

Amazing Business Radio: Mary Drumond

ShepHyken

Does a Bad Customer Experience (CX) Really Matter? Learning to Ask the Questions That Matter the Most. Shep Hyken interviews Mary Drumond.

Three Things that Drive Me Mad At Restaurants

Beyond Philosophy

As I often tell my audiences, I am blessed and cursed. I am cursed with the fact that I can’t have a Customer Experience without analyzing it and defining what they should do differently. But I am also blessed, because my Customer Experience knowledge has fed my family for 20 years!

What to Do About Low User Adoption

Totango

It’s been a little over a month since that enthusiastic new customer sailed through the onboarding phase. By now, they should be implementing your product into their daily workflow and enjoying the first signs of business value. Instead, your core metrics are telling you there’s something wrong.

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

NECCF 2019 Annual Conference & Expo

Contact Center Pipeline

This week over 400 attendees made their way to Gillette Stadium, in Foxborough, Massachusetts, home of the National Football League’s New England Patriots, to be a part of The Northeast Contact Center Forum’s (NECCF) annual contact center conference and expo – the largest contact center event in the Northeast. This year’s theme was “Delivering the […]. Call Center Conferences call center contact center

5 Top Customer Service Articles for the Week of June 17, 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. 7 Powerful Customer Service Phrases You Need to Use by Josh Carlyle.

6 Customer Retention Strategies that are Here to Stay

ClientSuccess

If you think retaining an existing customer is expensive and unnecessary, try acquiring a new one. It will surely get your brain and bank account working overtime.

How Changing Customer Expectations Affect Churn

Transparent BPO

It’s no surprise to anyone in the contact center industry that customer expectations of service have changed thanks to advancements in technology , such as artificial intelligence, chatbots, and automation. But those aren’t the only catalysts for change.

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.

Cloud Computing Magazine Names Verint Monet a 2019 Product of the Year Award Winner

Monet Software

Verint Monet Workforce Management Recognized for Exceptional Innovation. Verint Monet announced today that TMC , a global, integrated media company, has awarded Verint Monet Workforce Management a 2019 Product of the Year Award, presented by Cloud Computing Magazine.

Creating a Questionnaire That Drives Responses

GetFeedback

Staying competitive in business today requires meeting and exceeding customer expectations. To do that, you first need to know what their expectations are. One of the best ways to find out exactly what your customers want is by collecting customer feedback through questionnaires. . By sending questionnaires to your customers, you can gather insights that will help you improve their experiences and move your business forward.

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How Guru Uses Guru for Revenue Operations

Guru

Most sales organizations have sales operations teams working behind the scenes, removing barriers to make the sales team more productive. But when a company subscribes to a revenue team model, as Guru does (read more about that here ), a sales operations team alone won’t cut it.

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24-7 Intouch Is Expanding Into Colombia!

24-7 InTouch

24-7 Intouch is excited to announce our most recent expansion into Bogota, Colombia

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Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

CPaaS Expands but Boundaries Getting Vague

Fonolo

Six months ago I wrote that “CPaaS is a victim of its own success. The founding principle was to free communications from the grip of the carriers. But now many carriers have a CPaaS offering.”.

The power of personalisation in customer experience

Aspect

It’s no secret that customer experience has been rapidly evolving in recent years, with consumer habits and demands changing daily and new communication channels opening continuously.

5 Sales Techniques that Work in Customer Service

Customers That Stick

A counterintuitive fact about customer service is that techniques that are primarily associated with the discipline of sales can be very effective in service interactions. It helps to think of the word sales broadly. In a general sense, you’re always selling something.

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8 Follow Up Questions You Can Ask Your Customers After CSAT/NPS/CES

Nicereply

Use follow up questions to find additional nuance and add some qualitative color to traditionally numbers-heavy reports.

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.

So You Need a Quality Application? Consider These 7 Things

Customer Service Life

This article was originally published on the FCR blog on May 24, 2019. Click here to read the original. Let’s get real for a minute. How are you currently tracking quality for your customer service team?

My History Of Enterprise Transformation And XM

Customer Experience Matters

I’m frequently asked to share my views about the evolution of experience management (XM), so I’ve spoken (and written) about topics such as CX establishing the foundation for XM.

Elev?o:  The Story of a WEM Software Platform Your Way

Zoom International

I joined ZOOM over two years ago, eager to learn more about one of the best kept secrets in the contact center world. Customers and partners alike have been intimately aware of the fantastic suite of software ZOOM has offered for well over a decade.