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.

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.

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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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!

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.

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.

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.

Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

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.

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.

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.

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

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 an Effective Employee Onboarding Process?

Toister Performance Solutions

A friend of mine recently started a new job. It's not going well. She was gung-ho at first. The new gig represented a step up from her previous position, the work seemed challenging, and she felt the new company had a lot to offer. Then reality set in.

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.

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

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.

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.

Why Customers Should Not Help Write Your Vision

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites.

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.

How to Onboard New Clients in the Customer-Centered Economy

Totango

Imagine you’re a customer who’s just subscribed to a service or purchased a new product. In a perfect world, what would happen next? You’d probably begin using the product and discover it works exactly as described. The value of your purchase would be immediately apparent.

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.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

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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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.

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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Helpware Named Top Customer Service Provider of 2019

Helpware

We are thrilled to announce that Clutch has named Helpware their number one customer care service provider of 2019

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.

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.

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.”.

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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