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.

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.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

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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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.

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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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 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.

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.

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.

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.

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.

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

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 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 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.

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.

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.

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.

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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

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.

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.

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 ?

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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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.

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 […].

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How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

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.

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.

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.,