aircall

DECEMBER 13, 2018

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? How are they designing their customer support strategies as a result? Methodology. Data in this report comes from a February 2018 survey of 475 U.S. based customer support managers, directors, VPs, and executives.

Surveys 54

Surveys Customer Support B2C CRM 54

Callminer

DECEMBER 11, 2018

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. Our surveys discovered that consumers will use up to nine channels to contact a supplier to try and get the result they want.

Call Center 196

Call Center Self service Surveys Coaching 196

ChaseData

DECEMBER 13, 2018

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. But how can you and your team achieve that same industry stardom?

Call Center 56

Call Center Management 56

Beyond Philosophy

DECEMBER 10, 2018

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. I can’t say much more, since I only spoke to the guy for about 30 seconds.

Surveys 395

Surveys Airlines Feedback Customer Experience 395

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

ShepHyken

DECEMBER 12, 2018

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. When we dig deep, I’ve found many clients are trying to compare themselves directly with their competitors.

Banking 305

Banking Airlines Benchmark Advertising 305

Callminer

DECEMBER 13, 2018

Companies seem eager to know what we think about everything. But does it work? And do they get scientific data that helps them improve? Let's start at the beginning: the ask to take a survey.

Feedback 182

Feedback Surveys 182

Beyond Philosophy

DECEMBER 14, 2018

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. What is the problem and what can be done about it? Who better to answer that than Colin Shaw with 17 years experience in the industry and many successful implementations that have driven a great return on investment.

Customer Experience 288

Customer Experience Surveys 288

ShepHyken

DECEMBER 11, 2018

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. Top Takeaways: Shep’s Opening Monologue: In Shep’s opening monologue he answers the question, what is the difference between a loyalty program and a marketing program?

Sales 266

Sales Customer Service Marketing Personalization 266

Myra Golden Media

DECEMBER 13, 2018

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. I designed my Listening class for LinkedIn Learning to help you avoid these kinds of miscommunications. Join me as I go over how important listening is in retail sales, and I share 5 things you most likely didn’t know about listening in retail sales.

Sales 266

Sales Upselling Personalization Customer Experience 266

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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

Surveys

Callminer

DECEMBER 10, 2018

The CallMiner Index reveals the reasons why consumers switch suppliers. One of the key observations from the reports are about consumers’ channel preferences. And the phone is still the go-to!

Call Center 182

Call Center 182

CX Global Media

DECEMBER 10, 2018

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. So, they are not eliminating supervisor training, they are just cancelling supervisor training classes and implementing a more modern approach of blended learning. I got a chance to learn more about the “training class” topic with Master Contact Center Trainer Penny Reynolds on the webinar How Do Your Call Center Supervisors Measure

Contact Center 207

Contact Center Call Center Coaching 207

ShepHyken

DECEMBER 14, 2018

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. CX teams that are lax with data security put their organization’s reputation on the line, as well as the trust of their customers. Cyber security is no longer something that just IT teams need to worry about.

Customer Experience 256

Customer Experience Government Coaching Customer retention 256

Call Center Weekly

DECEMBER 14, 2018

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. For customer service professionals, helping others, is what we do throughout the year.

Government 167

Government Contact Center Consulting Consulting 167

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.

Customer Experience

TechSee

DECEMBER 11, 2018

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. While expectations were high for CX initiatives, business outcomes failed to deliver the bottom line results expected by C- suite executives. Call center leaders realize that the time has come to deliver real measurable value to the enterprise. 2019 will be a critical year for call center customer experience strategy: either they will f

Call Center 182

Call Center Customer Experience Self service Contact Center 182

Myra Golden Media

DECEMBER 10, 2018

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. Clients were all the time saying, “You’re breaking up,” or “I didn’t catch that.” The LTE service was laughable.

Wireless 149

Wireless Customer Experience Personalization Customer Service 149

ShepHyken

DECEMBER 10, 2018

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. Crazy Ideas About Customer Service You Would Like To Try Again by Guy Sheetrit. (Business 2 Community) Customer satisfaction is a great way to boost your business and if you have never considered it a priority, it is never too late to begin.

Customer Service 227

Customer Service Customer Experience Customer Care 227

Lumoa

DECEMBER 9, 2018

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.

Customer centricity 167

Customer centricity 167

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!

Feedback

ProProfs Blog

DECEMBER 14, 2018

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 metric for success can be summed up in one phrase: earn customers for life.” – Mary Barra, Chair and CEO, General Motors.

Feedback 145

Feedback Surveys Analytics Customer Support 145

Contact Center Pipeline

DECEMBER 12, 2018

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. You wouldn’t exercise just once in a lifetime and say that you were done. The same is true […].

Coaching 113

Coaching Morale Employee engagement Sales 113

Guru

DECEMBER 12, 2018

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. With this new funding, we will invest in further growth and innovation to transform how knowledge workers access the knowledge they need to do their jobs.

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134

Fonolo

DECEMBER 12, 2018

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. With this in mind, we’ve rounded up the most important and fascinating CX predictions for 2019, and provided our own thoughts on what they mean and how they will impact businesses in future.

Gamification 116

Gamification Airlines Contact Center B2B 116

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.

Contact Center

Joe Rawlinson

DECEMBER 13, 2018

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. By definition, personalization is a marketing strategy by which companies leverage data analysis and digital technology to deliver individualized messages and product offerings to current or prospective c

Personalization 111

Personalization Marketing Education Sales 111

Contact Center Pipeline

DECEMBER 13, 2018

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., high turnover, declining service quality, unhappy customers), or revise your approach for attracting and engaging […].

Contact Center 100

Contact Center Marketing Call Center 100

Nextiva

DECEMBER 12, 2018

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 […]. The post 15 Benefits of Event Sponsorship Most Companies Ignore appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva B

voip 117

voip Sales Marketing Customer Experience 117

Fonolo

DECEMBER 13, 2018

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. From Black Friday to Cyber Monday to Boxing Day, this season signals a momentous time when consumers across the globe are ready and willing to spend, spend, spend.

Customer Service 113

Customer Service Call Center Gamification Self service 113

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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.

Self service

TeamSupport

DECEMBER 14, 2018

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. Once a thought of the distant future, many companies began adding these concepts to their workflows and roadmaps. Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…. 1) B2B self-service will become more interactive – Thanks to an increase in on-demand video c

Customer Service 111

Customer Service Scripts B2B B2C 111

Contact Center Pipeline

DECEMBER 11, 2018

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! While we are still some ways off from having animatronic co-workers and household help, we do have software robots that—through robotic process automation (RPA)—can help improve the performance of today’s contact center agent. […].

Contact Center 100

Contact Center Call Center Technology 100

CrazyCall

DECEMBER 12, 2018

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. or. use it to develop our skills and exchange the knowledge, tips, and insights.

Sales 106

Sales B2B Best practices Marketing 106