Beyond Philosophy
OCTOBER 28, 2021
Is Customer Experience dying? Maybe it is. At the very least, Customer Experience is dying as we know it. I recently discussed whether Customer Experience is dying on LinkedIn Live with two other Customer Experience champions, Joe Pine, co-author of The Experience Economy , and Lewis Carbone, Customer Experience expert and speaker, and founder of ExpereinceEngineering.
Contact Center Pipeline
OCTOBER 28, 2021
Old and in the way, That’s what I heard them say. They used to heed the words he said, But that was yesterday. I had a birthday in June, and it suddenly struck me that I’ve lived for a long time. I have had several friends who didn’t make it as long as I have. […].
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NICE inContact
OCTOBER 24, 2021
If you need help escaping the monsters lurking in plain sight that want to spend your digital transformation strategy and change management, the eBook Change management blueprint for contact center digital transformation can make the process easier. It’s even easier when you work with NICE CXone, which offers Business Transformation Consulting services to help navigate the transition.
ShepHyken
OCTOBER 27, 2021
“I’m sorry.” Customers love to hear those important words, especially when they are calling about a problem or have a complaint. I briefly covered this in a recent article ( The Five Best Things to Say to an Angry or Upset Customer ), but I want to dive into the “I’m sorry” comment a little deeper. . Not long ago I called a customer support center and early in the conversation the agent said, “I’m sorry you are experiencing this problem.
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Steve DiGioia
OCTOBER 26, 2021
The only reason a business hires someone is that they have a job that needs to be done and they need someone to do it. If they hire you, you get paid for your efforts. You are not promised lifetime employment, nor do you need to offer it to them. There is mutual agreement of cooperation on both sides created by the efforts of each. A business can and will dictate work rules and responsibilities.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CCNG
OCTOBER 29, 2021
We’ve all heard how 2020 is the year everything changed. Well, what if a story about a Tex-Mex restaurant in Dallas highlights how NOT everything changed? In a recent CCNG Town Hall, Rick Denton helped walk the community through key elements of customer experience that were fundamental pre-pandemic as well as during the pandemic, and will remain fundamental post-pandemic.
ShepHyken
OCTOBER 25, 2021
Each week I read many 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. What Kind of CX Do Customers Really Want? by Eric Krapf. (No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots.
Beyond Philosophy
OCTOBER 23, 2021
Back in 1994, Steve Jobs introduced a concept at an Apple conference: that the design of their products should begin at the desired Customer Experience and work backward from there. Not long after that, Joe Pine co-authored a book called The Experience Economy , that changed the way at looked at the future of business. In 2002, I began my global Customer Experience consultancy, Beyond Philosophy, a term a bandied about long before anyone even knew what it was.
Callminer
OCTOBER 25, 2021
The question should be, “does one company do that better or more powerfully than the competition?” For CallMiner, our solution, with a logical blend of AI and heuristics, is the best on the market.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Contact Center Pipeline
OCTOBER 29, 2021
Throughout October, our blog readers have been looking to the future! Our top 5 posts this month focus on learning from the past and using these lessons to put our best contact center foot forward. Our authors dive into how to onboard and train remotely, the importance of embracing the cloud and automation capabilities, along […].
ShepHyken
OCTOBER 29, 2021
Sowmya J. is a content developer and a digital media strategist at Knowmax. She shares how companies can choose the call center software that fits their customer support teams. In today’s digital world, whether your customers prefer phone support or traditional customer service, effective call center software is essential for smooth functioning.
Fonolo
OCTOBER 28, 2021
Call center agents do much more than answer the phone. To achieve their performance goals , agents must be excellent problem solvers, expert rapport builders, and highly empathetic to the challenges of their customers. That’s why soft skills are so important in this line of work. To keep your customers happy, your contact center needs to know what types of transferable skills to look for in new hires, while also supporting the development of these same skills in your existing team members.
Bill Quiseng
OCTOBER 24, 2021
Several days ago, I was told that the counter person did not want to say, “How may I serve you?” “I’m not a servant,” she said. She already had an attitude that disdained servitude. To her, servitude meant slavery, having no liberty to determine one’s own way of life. Servitude is having no freedom, consigned to a lifetime of misery and boredom. Service is not servitude.
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.
Contact Center Pipeline
OCTOBER 26, 2021
I’m going to start this month’s column with one of my life’s greatest mysteries, which I have yet to figure out. How can there be 240 channels on my television, and most nights, there’s nothing on that I want to watch? I live out in the desert, so there’s no cable service here. Instead, I […].
ShepHyken
OCTOBER 26, 2021
Customer First, Business Second. Defining Success from the Customer’s Perspective. Shep Hyken interviews Dan Balcauski, founder and principal consultant for Product Tranquility , where he focuses on helping high-volume B2B SaaS CEOs define pricing and packaging for new products. They discuss what companies can learn from subscription models about focusing on the customer’s journey and feedback.
TechSee
OCTOBER 27, 2021
When customers need help, they most often turn to the company’s 800 number for support. According to research , more than 50% of customers across all age groups typically use the phone to reach customer service, making it the most used channel for customer support. But not all voice-based calls are considered equal. The quality of an agent-customer interaction is impacted by the customer’s ability to describe the problem accurately, the agent’s skill level in diagnosing the issue, and individual
SharpenCX
OCTOBER 27, 2021
Centricity is a new home warranty provider and leader in insurance services that’s been a customer of ours since 2018. And over the last few years, we’ve watched the team over at Centricity completely transform the way they work. Contact center leaders turned to customer and agent analytics to catapult performance to new heights. And, they’ve significantly improved their customer experience and satisfaction along the way. >> Learn More: How Centricity improved CSAT by 15% and reduced callbacks b
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!
Outsource Consultants
OCTOBER 29, 2021
Saint Louis Park, MN, October 29, 2021 – Outsource Consultants is excited to announce that we are a Minneapolis/St. Paul Business Journal Fast 50 honoree for the second year in a row. Outsource Consultants, a BPO advisory firm, has been named to the Minneapolis/St. Paul Business Journals 2021 Fast 50 list. This list contains the fastest-growing private companies in the Twin Cities and is based on revenue growth over the past three years.
Eptica
OCTOBER 29, 2021
Date: Friday, October 29, 2021 Author: Pauline Ashenden - Demand Generation Manager 9 reasons to embrace messaging for customer service. Published on: October 29, 2021. Author: Pauline Ashenden - Demand Generation Manager The rise of messaging apps has made them a key communication channel for chatting to family, friends, and colleagues. Using the likes of WhatsApp and Facebook Messenger for customer service is also growing – but what are the advantages, and what are the challenges?
NICE inContact
OCTOBER 25, 2021
Would you ever get a retail or office space, hang a sign outside with your business's name on it… but then just leave it standing there, unstaffed for long periods of time? And the front door unlocked, no less?
Nextiva
OCTOBER 26, 2021
Pumpkin-spiced lattes and cooler weather only mean one thing. It's time to share the latest product updates with you. ?? We've been busy making many improvements to our products and product portfolio. Here are a few of the exciting new products and solutions designed to help businesses improve customer experiences. Nextiva Contact Center We made […].
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.
Help Scout
OCTOBER 27, 2021
The relentless customer with suspiciously sharp teeth, and the disturbing silence of an empty inbox. Three support stories to scare any customer service professional this Halloween.
Guru
OCTOBER 28, 2021
You don’t mean to brag, but your workplace is pretty on track to having a bonafide knowledge-driven culture. You have the tools, you have the enthusiasm, and you even have some employees that love adding to your knowledge base. There’s only one thing you’re missing: a verified knowledge manager.
NICE inContact
OCTOBER 26, 2021
Customer data governance is important for ensuring data is useful, standardized, and safeguarded. And to get maximum value from that data, businesses should implement initiatives that use customer data to know their customers better, improve CX, and enhance the customer journey. According to Gartner’s 2020 CEO Survey, 80% of businesses plan to increase their spending on digital technology.
VirtualPBX
OCTOBER 29, 2021
“Bring Your Own Telecom Provider” and “Call Center Software” are two of the main selling points of Microsoft Teams. As a leader in Unified Communication Solutions, we’re excited to share exactly how our native integration will supercharge your Teams experience. Improved call reliability, advanced call routing, and sophisticated call reports are just a few of benefits you can expect from our powerful integration.
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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.
Help Scout
OCTOBER 26, 2021
SaaS customer support has a deeper impact on your business's key metrics than you might think. Here's why it’s important and how to do it well.
FiveStars
OCTOBER 27, 2021
Loyal customers keep your revenue flowing. In fact, loyal customers spend 67 percent more than occasional customers, which is why focusing on repeat business is a necessity. But, how? The post 5 Ways to Increase Customer Loyalty appeared first on Fivestars Insights.
Quality Contact Solutions
OCTOBER 28, 2021
How do you find a customer service rep to support your business? The good news is that you can find excellent customer service reps everywhere! However, they are not one size fits all, and each comes with different experiences and skillsets for the job. Customer Service Rep For Call Centers Job Posting Tips 1. Identify Skills & Experience Needed To find the best customer service rep for a customer service call center team , start with identifying (very specifically) what experience
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