Empathy Now Leads to Loyalty Later
Education Services Group
SEPTEMBER 14, 2020
Sat.Sep 12, 2020 - Fri.Sep 18, 2020
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Hiring Work-at-Home Agents After the Coronavirus Crisis: What’s Next
Contact Center Pipeline
SEPTEMBER 17, 2020
Chances are you have pivoted toward remote agents, and maybe not by choice: Most organizations were forced into work-from-home situations. You scrambled and had little choice. The race will soon be on to either replace agents lost during the pandemic or restaff your team—whether they will be brick-and-mortar or virtual agents. Take advantage of the […].
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Aesthetics: Why This is A Vital Part of Your Experience
Beyond Philosophy
SEPTEMBER 17, 2020
Do you still have the box your phone came in? Chances are if you own an iPhone, you probably do. It turns out, we like the look of Apple products’ boxes so much, many of us can’t bear to throw them out. It turns out that the use of color and package design, among other aesthetic elements, affects customer behavior more than you might think. .
Reimagine Your Communications With A Unified Platform
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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.
How Much Does It Cost to Give Great Customer Service?
ShepHyken
SEPTEMBER 16, 2020
I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience. Research also has irrefutably proven that customers will leave you for your competition if you don’t give them the service they expect.
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Roll with the Changes
Contact Center Pipeline
SEPTEMBER 16, 2020
In 1978, the band REO Speedwagon released its seventh studio album. Called You Can Tune a Piano, but You Can’t Tuna Fish, it was REO’s first album to crack the Top 40, reaching number 29 and selling over 2 million copies in the U.S. The first song on the first side of the album is […].
Aesthetics: Why this is a vital part of your experience today
Beyond Philosophy
SEPTEMBER 12, 2020
I have the box my iPhone came in. So do many of you, I would guess. Many people keep their iPhone boxes. We keep them for various reasons, and most of them boil down to because we like how they look. It turns out, customers care a lot about how things look, and it influences their buying (and box-keeping) behavior. This episode of The Intuitive Customer explores the research of Claudia Townsend, associate professor of marketing at the University of Miami at the Miami Herbert Business School.
Amazing Business Radio: Geoff Webb
ShepHyken
SEPTEMBER 15, 2020
Understanding Customers’ Values in a Digital Age. How AI and Human Partnership Can Create a Better Customer Experience. Shep Hyken interviews Geoff Webb , the Vice President of Products at PROS. They discuss how automation can eliminate friction and create a better buying and selling experience for customers in a new digital age. Top Takeaways: There must be a balance between artificial intelligence (AI) and human connection.
Creating a Culture of Exceptional Service
CCNG
SEPTEMBER 17, 2020
David Reed is a customer service process and training expert focusing on helping organizations of all types improve their customer service and process efficiency. Excellence in these two areas, along with creating a positive work culture, is required to be world class at delivering your product or service. Recently David led a CCNG Town Hall discussion how creating a culture of exceptional service comes from excelling in the four cornerstone areas: People, Leadership, Processes, & Systems.
The Verint Experience Index: Retail
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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
This Is Why You Can’t Fill That Position
Steve DiGioia
SEPTEMBER 14, 2020
You have a “hard to fill” open position at your job. Even after interviewing candidate after candidate, the spot has been vacant for over 6 months and you wonder if they’ll ever find someone. To make matters worse, you’ve listened to your HR recruiting manager complain for weeks about “not finding enough qualified applicants” But in reality, this is why you can’t fill that position.
21 Business Analysts & Call Center Leaders Reveal the Optimal Role of the Business Analyst in Call Center Operations
Callminer
SEPTEMBER 14, 2020
Business analysts play an integral role in any industry, but they’re especially vital in call center operations. Responsible for evaluating requirements and existing business processes, business analysts identify areas for improvement and develop and implement solutions. They help call centers continuously optimize their processes and provide better experiences for both call center employees and the customers or clients they interact with.
Guest Post: The Power of Visualizing and Sharing Customer Service Feedback Data
ShepHyken
SEPTEMBER 18, 2020
This week we feature an article by Elliott Sprecher, a marketing communications manager at JotForm. He writes about visualizing customer feedback in order to motivate your business to succeed. There are thousands of articles about the importance of customer service to your business’s success. You can read just as many articles about the importance of customer feedback in operating your business successfully.
Empathy Will Get Those Angry Customers to Back Down In the COVID-19 Era
Myra Golden Media
SEPTEMBER 16, 2020
COVID-19 makes customers more demanding. And the pandemic impacts customer service representatives, too! Empathy can help you regain control of interactions and get angry customers to calm down and listen to you. But what level of empathy is appropriate for customer service? Watch this video to learn “customer service empathy” and get great phrases you can personalize and use.
Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity
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.
What Do They Think of Me? – Tip #16
Steve DiGioia
SEPTEMBER 17, 2020
Our actions, mannerisms, speech, style of dress, and a host of other characteristics are being judged by those around you – all the time. And, regardless of what message we think we give, its others who make assumptions which we’re judged against. Whether they’re correct or not, an impression is made based on the unconscious signals we send. So, what do they think of me, or you?
21 Business Analysts & Call Center Leaders Reveal the Optimal Role of the Business Analyst in Call Center Operations
Callminer
SEPTEMBER 13, 2020
A panel of business analysts and call center leaders address what the optimal role of the business analyst is in call center operations.
5 Top Customer Service Articles For the Week of September 14, 2020
ShepHyken
SEPTEMBER 14, 2020
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. 12 Ways to Celebrate Customer Service Week by Vanessa Brangwyn. (Achievers) vAbove all, Customer Service Week is an opportunity to stop and think about the interconnected well-being of all the people who make up your business: the ones who use your product or service
Meet Verint: Our September 2020 Sponsor Wall of Fame Honoree
Contact Center Pipeline
SEPTEMBER 15, 2020
Contact Center Pipeline’s SPONSOR WALL OF FAME Company name: Verint CEO: Dan Bodner, President, CEO and Chairman of the Board When Founded: 1994. We just celebrated our 25th year. Describe your company: As “The Customer Engagement Company,” Verint helps organizations enhance the customer experience while improving operational efficiency. We help organizations simplify and modernize the […].
SME Relationships: Proven Solutions for Seamless Collaboration and Success
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!
7 Tips On Call Center Customer Experience Improvement
Win the Customer
SEPTEMBER 15, 2020
Like any other industry, there’s always room for improvement in call center customer experiences. Call centers must deliver the best customer experience from jump, or else risk dealing with an unsatisfied customer, and getting negative press. Whether you rely on Customer Relationship Management (CRM) software to use helpful customer information to get ahead of your competitors, it’s still important to make improvements to continue getting this helpful information.
Introverted vs. Extroverted: The Pros and Pitfalls of Personality Traits in the Contact Center
Fonolo
SEPTEMBER 17, 2020
It’s easy to get fixated on labels. That’s why, in the contact center world, extroverts are more sought after than introverts. In reality, there is no perfect personality type that will fulfill everything you need. For starters, contact center agents do more than just answering calls and emails. They are required to tackle complex situations and manage many different tasks.
Chip Bell: How to get inside your customer's brain
Toister Performance Solutions
SEPTEMBER 17, 2020
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Customers are notoriously bad at describing their needs. They tell confusing stories, share irrelevant details, and often fail to reveal important data.
Two key themes that are driving UK customer experience post-pandemic
Eptica
SEPTEMBER 16, 2020
Date: Wednesday, September 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Two key themes that are driving UK customer experience post-pandemic. Published on: September 16, 2020. Author: Pauline Ashenden - Demand Generation Manager 2020 has been a turbulent year for everyone – but what has been the impact on customer experience in general, and contact centres in particular?
Contact Center Dialers Demystified
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.
Data Science vs. Big Data vs. Data Analytics - what’s the difference?
TELUS International
SEPTEMBER 15, 2020
Understanding the nuances of each area of data specialization is key in order to best utilize and leverage them to their full potential. Discover the differences between data science, big data and data analytics and the functions they perform.
Monthly Update: Boost Your Net Promoter Scores and Workplace Collaboration with Cisco Contact Center Solutions
Cisco - Contact Center
SEPTEMBER 17, 2020
Keeping Customer Experience Top of Mind. Last month I shared some exciting new capabilities with Webex Contact Center, our award-winning contact center as a service (CCaaS) for small and large contact centers. This month, we’re introducing enhancements to Webex Experience Management , our cloud-based AI/ML powered experience management solution, that helps businesses understand their customer journeys across all touchpoints in the organization, so they can make improvements resulting in higher c
3 ways virtual agents can boost call center efficiency
Talkdesk
SEPTEMBER 16, 2020
Self-service is a hot topic in the call center industry. From knowledge bases to virtual agents, the potential disruption that a solid set of self-service applications can bring to contact center efficiency and customer experience is unquestionable and justifies all the buzz. With artificial intelligence (AI), especially speech technologies, becoming more mature and commoditized, the scope and possibilities for self-service and conversational tools like virtual agents expand like never before.
8 Customer Success Myths That Need Busting
Nicereply
SEPTEMBER 17, 2020
Customer success should be about the customer, about using your product to add value to others. Customer Success Management (CSM) is an area where a lot of individuals are paying attention to at the moment. Technology and software companies evolved the concept of customer success and are thus mostly responsible for the mainstream popularity of the term.
The Open CCaaS Advantage Report
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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.
Popular Products Co-Created with Customers
Customers That Stick
SEPTEMBER 15, 2020
Chip Bell innovates the world of customer service with the best practices of customer-centric organizations and provides powerful cutting-edge ideas and unique strategies that business leaders can immediately act on. Getting Inside Your Customer’s Imagination. Did you know that some of your favorite products today were ideas from customers? Customer co-creation has been around since the 20th century — minus the fancy name.
Transforming Customer Service – What to Look for in a Conversational AI Tool
CSM Magazine
SEPTEMBER 17, 2020
Demand for immediate, 24/7 support is at an all-time high. With the COVID-19 crisis causing a significant increase in customer inquiries, more businesses are turning to Conversational AI to sustain and improve customer and employee communications. Conversational AI (aka intelligent chatbots or virtual agents) combines artificial intelligence (AI) and automation to streamline customer interactions across channels.
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