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.

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.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

Be Different

ShepHyken

If you compete head-to-head with your competition, you may win or lose. If you compete by being different, you stand out. And, that’s a win. Over the years I’ve talked with many clients who are looking for ways to disrupt a competitor and/or win more business from existing customers.

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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.

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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.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

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.

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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.

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.

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

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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.

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.

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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.

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

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

Survey results: Millennials’ views on social media and the customer experience

TELUS International

Uncover new social media insights, based on a survey commissioned by TELUS International and conducted online by The Harris Poll. Social Media

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.

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.

Lessons From the Overlook: The Power of Checklists

Toister Performance Solutions

Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

How Call Centers Can Help Close the Customer Experience Gap in 2019

Transparent BPO

brands are out of touch with their customers’ needs says Forrester’s Customer Experience Index, recently released. The result is a “dangerous gap” in consumers’ sense of emotional engagement, connection, and loyalty. “We

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.,

5 Fascinating CX Predictions to Inform Your 2019 CX Strategy

Fonolo

2018 has been a pivotal year for customer experience (CX). Industry wide, there is now a deeper understanding of CX as a multi-faceted, complex, incredibly important piece in the success (or failure) of any brand.

6 Reasons Why You Should Attend Empower 2019

Guru

I know, I know, there are a gazillion conferences these days, and you have to be picky about what you invest your time and dollars in attending. Empower , a two-day gathering of the best and brightest in sales, customer success, and support, will stand out in a few ways and be well worth your time.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Infographic: Consumer behavior on digital channels in 2018

InTheChat

It’s hard to believe, but 2018 is rapidly coming to a close! With 2019 growing ever closer, many are making predictions for the year ahead with regards to digital transformation and customer experience. However, as it can be.

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!

How to Maintain a High Level of Customer Service During Peak Seasons

Fonolo

December has arrived, which means different things for different people. While many of us are gearing up to slow down and spend quality time with family and friends, retail companies are bracing themselves for the clamor and chaos of the holiday season.