Beyond Philosophy
JUNE 1, 2018
Can you tell me the average length of a rain poncho without Googling or asking Alexa? Don’t worry, few people can. Nonetheless, it is a critical piece of information when you want to buy a rain poncho and need to choose a size. Without it, however, you can still make a decision—and as customers we often do this—by simply substituting in another question and answering it.
ShepHyken
JUNE 1, 2018
This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. “Your most unhappy customers are your greatest source of learning” – Bill Gates , Microsoft Founder. Every business aims to delight their customers.
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Callminer
MAY 28, 2018
Speech analytics can listen for various churn signals on phone calls including keywords or phrases or voice pitch in addition to calculating a churn risk score automatically.
Myra Golden Media
JUNE 1, 2018
In this video, taken from my online customer service training suite, I answer the questions I’m asked most often about what’s appropriate for business texting. We’ll look at everything from grammar in text, to emojis, to what to do if you get a prank text. Watch the short video, and use it in your own customer service training. Was This Helpful? I’m asking you because my newsletter offers ideas like this all the time.
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Beyond Philosophy
JUNE 1, 2018
All the theory is great but implementing a successful CX program is vital. Colin Shaw and Professor Ryan Hamilton discuss exactly how do you do that…and the key steps to take. The post Critical Steps For a Successful CX Implementation appeared first on.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Call Center Weekly
MAY 30, 2018
What are some guiding principles you follow, when developing new leaders? I believe the most important element to the development of a leader is their ability to practice engaged active listening. It is so easy to think that you have (or have to have) all of the answers. And many people rise to a leadership position because of their abilities in this area.
Myra Golden Media
MAY 30, 2018
One of the most significant challenges facing companies today is attracting and retaining right-fit front line customer service professionals. For sure, this is challenging, but you can find and keep good-fit employees if you know what’s important to Millennials as it relates to the job search and company culture. Millennials now make up about 50% of the workforce.
Contact Center Pipeline
MAY 30, 2018
As the first generation raised on the internet, millennials’ experience with technology has rewritten the playbook on how to create unique and exceptional customer experiences. They matured alongside web and mobile, so adaptation to new channels and communicating across these channels seamlessly is second nature—and they expect businesses to be equally adaptable and fluid.
ShepHyken
MAY 29, 2018
Create Your Own “Secret Ingredient” to Stand Out From Competition. How can you separate yourself from the competition? Shep Hyken is joined by Gigi Butler, the founder of Gigi’s Cupcakes , the largest cupcake franchise in the world, to discuss how she differentiated herself from the competition. ? ? >?. Top Takeaways: Branding is the experience a company offers, and to get people on board with a brand, a strong, passionate leader is necessary, along with a product people can connect with.
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.
Call Center Weekly
MAY 31, 2018
Some years ago, I read a customer service article that resonated with me so much that I carry the concept with me as one of my core service truths. In fact, it has turned into the first question I ask in the initial meeting I hold with a new team, as it helps begin to establish our customer service strategy. That question is: Do you know who your competitors are?
Myra Golden Media
MAY 29, 2018
I’m sipping black tea and listening to classical music while I custom design a customer service workshop for a utility on the east coast. One of my deliverables for this training is to equip employees with the skill of giving lousy news to customers in such a way that the customer accepts the employees’ answer as the final word. You’re in for a professional development treat today, because I’m sharing with you what I’ll facilitate in Philadelphia next month.
Contact Center Pipeline
MAY 31, 2018
May has always seemed like a really packed month to me. There is so much going on—graduations, weddings, conferences, Mother’s Day, Cinco de Mayo, Memorial Day. And yet, despite all of those extra activities, Pipeline readers still made time to check in and read about the topics near and dear to their hearts—improving their contact […].
ShepHyken
MAY 28, 2018
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. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . (CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it.
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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.
Peter Lavers
MAY 29, 2018
For those interested in Influencer marketing, Ian Moyse has a great list of Salesforce social influencers to take a look at. Notwithstanding there being quite a few Salesforce staff included, it’s a comprehensive list of people worth following and considering for your influencer marketing in the fields of CRM, marketing, customer experience, analytics, AI and customer service.
TechSee
MAY 29, 2018
Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. With clear ROI demonstrated almost immediately upon implementation, C-level decision-makers and call center management have turned to visual engagement as an important stepping stone on their journey towards providing a digital customer-centric experience.
Contact Center Pipeline
MAY 29, 2018
Contact Center Nation is all about passionate fans of the customer experience. We are always looking to talk to members of our tribe. These folks subscribe to the level of going above and beyond continuously to deliver the ultimate customer experience everyday. This month, we wanted to spend some time on the agent side of […].
Customer Guru
MAY 30, 2018
We all know this by now that organizations must focus on being customer-centric in order to come out on top. Most customer experience leaders believe that customer centricity starts with the customers always. But they tend to ignore the importance of employee behavior in building a customer-centric organization. We are sure that inculcating the OPACE of customer-centric behavior in employees first would help any organization in ensuring customer delight at all times.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Lumoa
MAY 29, 2018
Happy customers are a dream of any business owner. As the famous saying goes, “Satisfied customer is the best strategy of all.” But what happens next, after you identified who your happy customers are ? Even if you don’t actively cooperate with your happy customers, they will, on average, tell nine other people about their experiences with your company (according to American Express ).
CX Advantage Walker
MAY 31, 2018
We all know that CX is so much more than deploying a customer satisfaction survey. However, many times an organization’s journey to launch CX starts with just that. What we chose to measure is typically based on who has requested – or insisted – there needs to be a survey. Maybe it’s your support organization, Continue reading. The post Who Is Your CX Architect?
Amity
MAY 31, 2018
The onboarding journey doesn’t merely stop once you’ve introduced your customer to your product. The challenge now lies in transforming your customers into power-users and brand ambassadors. Below are 3 strategies to jump right out of onboarding, straight into adoption and nurture. Drive Adoption Through Feature Discovery. Sure, your system might be relatively easy to navigate.
UJET
MAY 31, 2018
Historically, Customer Support has been undervalued. It's been considered a cost to companies rather than a driver of revenue, like Sales or Marketing. After all, it's easy to measure the value of a sale or a lead. It's harder to understand the impact of a successful support experience. The result: customer support has been, in a way, neglected.
Advertiser: ZoomInfo
Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.
360Connext
MAY 30, 2018
If you’re creating learning paths in any workplace, the goal is ultimately to be, well, better. To be better at serving customers, better at increasing efficiency, better at employee development, and hopefully, better at staying ahead of the competition. All of that is achievable with the options in learning paths today. But how often are we really taking advantage of it?
Fonolo
MAY 30, 2018
Headlines featuring “AI” and “chatbot” have dominated the discussion in the customer service space for the past year. Naturally, it’s tantalizing to imagine a world where no one needs to call a contact center, but the sizzle around AI and chatbots obscures a deeper question: How much customer support can actually be done by self-service? This question has been with us since the earliest web sites and IVRs started to offload the simplest tasks from agents.
Branch Mesenger
JUNE 1, 2018
It sounds weird to be excited about a slide deck, but each year there's one that stands out: Mary Meeker's Internet Trends Report. Yesterday, the 2018 version of the Internet Trends Report was unveiled by Mary Meeker, partner at Kleiner Perkins Caufield & Byers and former Wall Street securities analyst, at the Code Conference in Rancho Palos Verdes, California.
Toister Performance Solutions
MAY 31, 2018
Advertising disclosure: This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Think about the companies best known for customer service. A few probably come to mind immediately. These companies have an undeniable service culture that helps set them apart.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Aspect
MAY 31, 2018
Every business knows great customer service is important, but with a growing reliance on digital communications and online services, organisations need to have an effective engagement platform in place that can cope with high volumes of requests, actions and tasks. Here at Aspect, we help businesses to remain competitive as they make the move away from their in-house legacy systems.
CSM Magazine
JUNE 1, 2018
In industries where companies depend on customer service excellence, success is driven by the right people, processes, and a cultural commitment to customer satisfaction. . But in today’s empathy economy where customer expectations are higher than ever, companies need to leverage technology to enable and empower front-line agents in their customer service operation.
Branch Mesenger
MAY 29, 2018
Please. Thank you. Treat others like you'd want to be treated. The lessons we learned as children resonate deeply. It's why reflecting on mom's guidance is the perfect parallel for how to behave in business. Jeanne Bliss, author of "Would You Do That To Your Mother" joined us to explain how these important maternal lessons can help positively shape your customer service and empower frontline employees.
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