Sat.Dec 08, 2018 - Fri.Dec 14, 2018

Aircall’s 2018 Customer Support Strategy Survey

aircall

Plans, Predictions, Insights, and Opinions From 475 Customer Support Leaders. Purpose. This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most?

Why Digital Channel Frustration Leads to Frustrated Calls Into the Call Center

Callminer

In our recent survey and report, The CallMiner Index which identifies in the UK and US the sectors that have the highest churn rates and reveals the reasons why consumers switch suppliers. One of the key observations from the reports are about consumers’ channel preferences.

The Secrets of Meeting Your Call Center Supervisor Goals

ChaseData

In a world that seems to be swamped with call centers, have you ever wondered how some manage to stand out – even thrive? One of the primary reasons is excellent leadership. A heavily-saturated marketplace is no match for a great management staff.

5 Things You Most Likely Didn’t Know About Listening Effectively In Retail Sales

Myra Golden Media

Poor listening often leads to customer frustration. When a retail employee merely hears a customer—instead of actively listening to them—they’re less able to determine precisely what that person needs.

Sales 275

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

Are You Listening to Your Customers – Or Driving them Crazy?

Beyond Philosophy

Not too long ago, I had a minor outpatient procedure at a hospital. When I checked my email the next morning, there was a survey from the hospital. What did you think of your anesthesiologist?”. My first thought was that I didn’t die during the procedure, so he must have done a fine job.

More Trending

Why Are Contact Centers Cancelling Supervisor Training?

Call Center Coach

We all know that frontline supervisors are not successful because they were your best agents. They need to be developed. And forward-thinking organization know this.

Most People Don’t Get That They Have Internal Customers

Myra Golden Media

I don’t think that most people get that there are only two functions in a company. You’re either serving customers, or you’re serving someone who serves customers. There aren’t any other roles in business, as far as I’m concerned.

Why Customer Experience is Dying (And What To Do About It)

Beyond Philosophy

It seems from two recent surveys that despite all the money and resources that have been ploughed into improving Customers Experience, this is not having any effect? What will happen next is that CEO’s and the C-Suite will start to remove their support for these changes.

Amazing Business Radio: Ty Collins

ShepHyken

Transparency In Business. Delivering an Experience That Makes Price Irrelevant. Shep Hyken sits down with Ty Collins. They discussed how to raise your prices without losing customers, why you should be transparent, and how to give customers the best experience possible.

Sales 230

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.

12 Practical Steps to Achieving Customer Satisfaction

Call Center Weekly

As we enter the Christmas season, our awareness and desire to help others increases. That can be helping those in need, donating our time and/or money, or being a little more kind to others. When we are help one another, not only does it make us feel good, it is encouragement for the recipient.

How to improve you call center customer experience strategy for 2019?

TechSee

Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years.

The 2 Most Important Things Small Businesses Need to Focus On with the Customer Experience

Myra Golden Media

Two months ago I switched my company’s wireless carrier from AT&T, a relationship we’d had for nineteen problem-free years, to a low-cost competitor. We made the switch for one reason: To cut costs. Seventy-two hours into the new vendor’s relationship, I knew we had a problem.

Guest Blog: Do customer experience teams take cyber security risks?

ShepHyken

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust.

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

Customer Centricity: 10 strategies to implement in 2019

Lumoa

Start 2019 with these 10 simple steps and build the fundamentals of your customer-centric culture. Nurture customer centricity in your company and lead your organization through the customer-centric transformation. RSS generated with FetchRss

5 Channels for Collecting Customer Feedback (that you’re probably not using)

ProProfs Blog

Collecting and responding to customer feedback is critical for any growing business. It’s a great way to make sure you’re spending time and money on improvements that will help turn your existing customers into loyal brand advocates for life. “My

12 Tips to Find Time for Coaching

Contact Center Pipeline

Customer experience, employee engagement and sales results are driven by effective coaching. Coaching helps develop your agents’ skills. Done right, it also improves morale and employee retention. However, coaching needs to be done on a consistent basis.

5 Top Customer Service Articles for the Week of December 10, 2018

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.

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.

Guru Secures $25M Series B Funding

Guru

We are excited to announce that Guru has secured $25 million in a Series B funding round. Thrive Capital is leading the round, with participation from our existing investors Emergence Capital , FirstMark Capital , Slack Fund , and Michael Dell’s MSD Capital.

137
137

Why Help Desk Software Is Important For Businesses

ProProfs Blog

A help desk software is important for businesses serving customers. When businesses offer a delightful customer experience, sales increase. Customers become brand loyals and refrain from brand switching.

Recruiting for the Modern Contact Center

Contact Center Pipeline

The competition for top talent is heating up. Contact centers in tight labor markets already are experiencing a shortage of skilled job candidates. For many employers, it’s either settle for less qualified candidates and brace for the subsequent impact (i.e.,

7 Simple Strategies For Customer Personalization To Boost Your Marketing Strategy

Joe Rawlinson

Marketing has always been one of the most important business drivers, but it evolved in the last couple of decades just to grow bigger and more complex. The result is that now you can hardly win over new customers using generic messages, so it’s crucial to tailor offers and personalize content.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

Top 6 LinkedIn and Facebook Sales Groups (To Level Up Your Skills)

CrazyCall

Social media has made us connected like never before. With just a few clicks we can reach the CEOs of the biggest companies, famous celebrities or even presidents of (some) countries. We can use these powers in two different ways: We can either: share pictures and videos of our goofy dogs and cats.

Sales 111

Customer Experience Management in 2019

Upstream Works

As 2018 draws to a close and we get closer to ushering in a fresh new year, there’s a temptation to sensationalize up-and-coming technologies and get a bit brazen with predictions and statements about what’s to come.

Could Your New Seasonal Employee Be a Robot?

Contact Center Pipeline

As a society, we’ve been fascinated with robots since the mid-1950s. My favorite was Rosie from The Jetsons—I’d love a robot maid!

7 Trends in Customer Service to Watch in 2019

TeamSupport

Last year, we highlighted some of the key customer service trends to watch in 2018 and many of them came to fruition. The shift in perception of AI and automation was arguably the most significant.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

Top 5 Qualities of a Great Customer Success Manager

Amity

The Customer Success Manager role is a challenging one. These individuals will be facing both internal teams and external customers, trying to strike a happy balance between both while making the customer experience everything that it can be.

3 Key Pillars of a Successful NPS Program with Salesforce

GetFeedback

It’s no secret it costs five times more to attract a new customer than to keep an existing one. This is because returning customers buy more over time so operating costs shrink; whereas finding new customers is laborious and expensive. That said, why are only 18% of companies focusing on retention ?

15 Benefits of Event Sponsorship Most Companies Ignore

Nextiva

Studies show that events and experiences improve how audiences feel about brands. They also give you a strong push when it comes to driving sales. Over 90% of consumers feel positive about brands after participating in an event. While around 85% will likely buy from you, the benefits of event sponsorship don’t end there. Here’s […].

voip 86