Sat.Jan 02, 2021 - Fri.Jan 08, 2021

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What is Customer Perception of Service?

Fonolo

Customer perception of service is a key component of customer perception. How well you service and support your customers will distinctly impact how your customers feel about your brand, product, or service. How to Improve Customer Perception of Your Brand. That said, it’s important to know the difference between customer perception of service, general customer perceptions, and customer satisfaction.

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3 Ways to Check the Health of Your Internal Communications

Guru

For teams that rely on Slack, the first day back at work in 2021 was a bit of a rude awakening. Down for hours the morning of January 4th, those accustomed to immediate chatification wondered what the backup plan was. Email? Asana? Carrier pigeon. or Morse code? We prepare for all sorts of real-world vulnerabilities like blizzards and earthquakes, and companies certainly have crisis plans in case of a serious threat to the business—but what happens when the way we normally talk to each other is

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Why Empathy in Leadership Matters

Contact Center Pipeline

A 2019 study conducted by Businessolver shows that, although 80% of employees believe that organizations need to be more empathetic, only 57% of CEOs believe empathy is essential to their success. As you can see, there’s a big gap. Maybe you aren’t aware of how reliable this quality is. Can you recall a time when […].

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The Light At The End of The Tunnel: Reimagine Your Customer Experience

Beyond Philosophy

It is not often in life that you get the opportunity to reset things. However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. We have been through a shocking year of change. Now, we can decide what parts of the change we want to keep to respond to what customers want now. We’ve been doing some work with one of our clients recently who will be doing some research.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Shep’s 2021 Top 10 Business Predictions

ShepHyken

Every year I write my customer service and customer experience (CX) predictions in my Forbes.com column. This year, I thought I would share a brief version of them with our Shepard Letter subscribers. So, here are my Top 10 Predictions for 2021: Customers continue to get smarter. This has led to my list of predictions for several years. Our customers keep getting smarter about customer service and experience.

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What Does Management Want From You?

Steve DiGioia

Safety, security, and peace of mind. Nice calming words they are. They come with little worries and little stress. Every employee wants this. But what does management want from you? For many in the customer service industry, there is little room for advancement and few opportunities to make “change” – a change that is meaningful, impactful, and which enhances the customer experience.

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The Most Significant Things We Learned in 2020

Beyond Philosophy

We are looking at ringing in 2021 with pleasure. How about you? Chances are you are ready to call this year last year, too. Although this year has been anything but usual, we typically look back at this time of year to review what we have learned. So, for better or worse, we shall do that for 2020 as well. The pandemic has presented an opportunity to participate in a forced-perspective taking exercise for all of us.

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5 Top Customer Service Articles For the Week of January 4, 2021

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. Customer Experience Tips and Advice from the Pros During Disruption by Srijana Angdembey. (Oracle) An engaging customer experience (CX) was once only nice to have, but during periods of uncertainly, it becomes a must have to provide the advice and solutions your custo

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25 Experts Reveal How Companies Can Use Omnichannel Technology to Improve Customer Service

Callminer

Read this article to learn how omnichannel technology can enhance customer service.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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Get Angry Customers to Back Down!

Myra Golden Media

My Get Angry Customers to Back Down De-escalation Academy is the most comprehensive training for bringing down the temperature in interactions, redirecting conversations, and getting angry customers to back down. “Get Angry Customers to Back Down” is the only training for customer service that not only shows your employees how to redirect verbal aggression and regain control of interactions – but how to get customers to accept their word as final.

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There’s light at the end of the tunnel!

Beyond Philosophy

There’s light at the end of the tunnel! – Re-imagine your customer experience! There was a time when we thought this moment would never come, but we are almost there. As vaccines roll out worldwide for the SARS-CoV-2 virus, we can see the light at the end of the pandemic tunnel. This unique situation provides an unprecedented opportunity to reimagine your Customer Experience to respond to how the pandemic has changed customer behavior.

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Guest Post: How COVID-19 Has Impacted the Progression of Contact Centres

ShepHyken

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. H e explores the impact of COVID-19 on contact centres and the consumer response during the pandemic. Before the age of landing pages, online forms, and pop-up chatbots, contact centres were the only way we could engage with brands and services. They were the cornerstone of the service industry, and in many ways they still are.

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311: Dennis Geelen – Customer-Centric Innovation

CX Global Media

Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was. Not really knowing what he could bring to the table, Sean tried to figure out what value that he could bring to the team, and he realized that if he could create space for them from the bureaucracy within the company, then they would be able to p

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The Innovator’s Guide to the Digital-first Contact Center

In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.

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Landscaper Customer Service – Tip #23

Steve DiGioia

Each Monday, the landscaping company comes to cut my lawn. They come with 3 men. Sometimes I’m home and get a chance to see them work but many times I’m not – but I do see their great results. I like to call it “ landscaper customer service ”. Whether I’m home or not their service is the same. No branches are left in the flower beds or wet leaves kept hidden under the bushes.

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Goodbye 2020… Lessons Learned

Contact Center Pipeline

I wish I could say, “Hate to see you go,” but that is definitely not the case. I believe that each of us has been bitterly disappointed by 2020. This year, holding the promise of a new decade will be remembered as dark and dangerous for generations to come. I wonder what the writers of […].

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Amazing Business Radio: David Wachs

ShepHyken

The Power of the Handwritten Note. Personalizing the Customer Experience at Scale. Shep Hyken interviews David Wachs , Founder and CEO of Handwrytten. They discuss how personalized, handwritten notes can increase customer loyalty and improve the overall customer experience. Top Takeaways: If you send a personalized item to your customers, whether it’s a note or other gift, don’t put your logo on it.

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How Does Virtual Queuing Technology Work?

Fonolo

You’ve probably heard of ‘ virtual queuing ‘ or perhaps heard of ‘virtual hold,’ which is a branded virtual queuing solution from VHT. But what exactly is it? What is virtual queuing technology? Virtual queuing technology is the colloquial name for many virtual queuing solutions offered by many of the large contact center platforms, and VHT, the only competitor to Fonolo.

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AI in Contact Centers: Navigating the Future of CCaaS with AI that Matters

Experience the transformative power of AI in customer service! Discover how AI-driven contact centers revolutionize interactions, streamline operations, and deliver hyper-personalized experiences. We will explore three different ways that AI can optimize the operations of a contact center: The Role of Conversational AI in Self-Service Supporting Contact Center Agents with Agent Assist AI Empowering Contact Center Supervisors with Performance AI We will also look to the future of AI in the contac

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The Start of a New Era: How Service Leaders are Preparing for COVID-19 Vaccine Rollout

TechSee

2021. A new year. A new era in the COVID-19 pandemic. As the widespread vaccine rollout gets underway, businesses are grappling with many questions. While vaccine rollout policies are being handled by governments and will later be addressed by legal and HR, service leaders must wade through the uncertainty and consider the implications of the vaccine on their business.

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Contact Center Pipeline Magazine: Inside Our January 2021 Issue

Contact Center Pipeline

Welcome to 2021 and the January issue of Contact Center Pipeline. I hope the new year brings much health and happiness. This is an exciting month. We are introducing our new advisory board members in Susan’s article this month as they share their thoughts on what 2021 will bring for our contact centers. I look […].

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5 New Year’s Resolutions in 2021 With Your Customers In Mind

Nextiva

A recent survey shows that post-COVID-19, 59% of consumers will care even more about the customer experience than they did in the times before the pandemic when deciding which companies to support or buy from. With this in mind, it’s up to your team to figure out how to cater to customers in a way […]. The post 5 New Year’s Resolutions in 2021 With Your Customers In Mind appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.

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Speech Analytics: Garbage in, Garbage Out

OrecX

It's the new year, and it's time to ramp up your collection of customer insight from your recorded conversations in order to garner competitive intelligence, identify at-risk customers, uncover workflow issues, discover underperforming agents and detect possible compliance infractions. All of this is possible with high quality audio recording. As the saying goes, garbage in garbage out.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

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.

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Data security considerations for the future of remote work

TELUS International

As the world's biggest work from home revolution continues, it's time to take a long-term look at your data security measures.

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Reviewing 2020 – our top blog posts from last year

Eptica

Date: Tuesday, January 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Reviewing 2020 – our top blog posts from last year. Published on: January 05, 2021. Author: Pauline Ashenden - Demand Generation Manager As we move forward into 2021, now is the perfect time to review the past year, with all its disruption and challenges. We’ve chosen 8 of the top articles from our own and our parent company Enghouse Interactive’s blog to illustrate the trends and opportunities that 2

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Macros Are an Essential Contact Center Tool… if Used Correctly. Here’s How

Customer Service Life

This article was originally published on CustomerThink on November 10, 2020, and is being reposted with the permission of the editor. Click here to read the original post. Macros, canned response, scripts, templates…call them what you want. They boast a number of benefits for contact centers handling text-based support channels like email, chat, SMS, social media, and more, including: Improved speed and accuracy when interacting with customers.

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The Different Types of Dialers Used in Call Centers and Their Situational Uses

Hodusoft

The Different Types of Dialers Used in Call Centers and Their Situational Uses. Speed and efficiency are important for call centers engaged in outbound campaigns. Their operations are based on call center software with an automatic dialer at the core. At one time agents would be handed lists and they would dial out manually. Software evolved, paving the way for more sophisticated dialing systems.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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4 Steps to Build Your Customer Journey

ClientSuccess

A customer success manager’s relationship with a customer account doesn’t just begin and end at random. A CSM manages and owns a customer account throughout their entire partnership with a vendor organization, from the minute a sale closes throughout many rounds of renewals. Many times, situations in which a customer becomes upset or frustrated can be attributed to a CSM not having a clear plan in place for transitioning between these different stages.

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7+ Product Survey Questions for the Ultimate Product Survey

ProProfs Blog

In a hyper-competitive world, how do you ensure that your product stands out and catches the customer’s attention? Sure, you could offer a never-before-seen product, but does that always ensure success? Not always! Google Glass , Facebook phone, and Apple’s Newton Handheld were thought to be incredibly innovative for their time, but where are they now?

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5 Customer Journey Touchpoints to Measure

Lumoa

At what point during the customer journey should you measure how the customer is feeling? In the middle? After their journey is over? Every month? In reality, there are several customer touchpoints along the customer journey where you can (and should!) measure the customer experience, and each requires a slightly different approach. Different surveys help you measure the experience appropriately at all customer journey touchpoints, and there is no one-size-fits-all.