Customercount
APRIL 2, 2019
Encouraging customer feedback is like being faced with the question (or one like it): “Does my butt look big in this?” The questioner wants to know the truth, but they’re dreading the reply. The same goes with asking your customers … Continue reading → The post 11 ways to encourage customer feedback appeared first on CustomerCount.
aircall
APRIL 3, 2019
Contrary to popular opinion, business phone calls don’t actually end at the “click.” Although the customer has left, Sales and Support professionals still have work to do before starting a new conversation. This process of wrapping up the previous call before attending to a new one is called “after-call work” and is vital to creating and maintaining healthy customer experiences and interactions.
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SharpenCX
APRIL 4, 2019
Sure, it’s a cliché –– if you have happy employees, you’ll have happy customers –– but, it’s true. When you’re on a mission to build a great culture, don’t stop with employee satisfaction. Having employees who are content or satisfied. Read More. The post Why Engaging Your Employees Should Matter to You: The Relationship Between Employee Engagement and Providing your Customers with the Best Experience appeared first on Sharpen Contact Center Software.
Aspect
APRIL 4, 2019
Employees are the ambassadors or your business, and their state of mind during customer service calls greatly affects the dynamics of these conversations and ultimately greatly affects the customer experience. But only in the past few years has agent happiness been recognized as a key determinant of customer happiness. In retrospect, it’s obvious to anyone with an inkling of human nature.
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Beyond Philosophy
APRIL 4, 2019
Brands are everywhere. Everybody feels like they understand what brands are. However, when we ask the fundamental questions of “What is a brand?” and “What does that mean?”, there’s a surprising amount of variation in opinion. Branding is a critical topic in Customer Experience. We discussed where branding and Customer Experience interact and prioritize in a recent podcast.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Myra Golden Media
APRIL 1, 2019
1. Label the Employee’s Emotional Reaction. When you merely label what you think your employee is feeling, you show your understanding while at the same time expressing empathy. Labeling is just naming what you observe. Don’t judge or harp on the issue. Here’s what labeling looks like. “It sounds like you disagree with my perception of you coming across as terse.” “It seems like you feel this expectation is unfair.” Most employees respond to successful l
Steve DiGioia
APRIL 1, 2019
As I lay in bed, coughing and sneezing from a cold, dreading even going to the kitchen for a glass of water because of aches and pains from my unseen tormentor, I’m comforted knowing, “boy, I’m sure glad I didn’t have to go to work today”. But what if I did? How would I be able to serve my customers with these rotten cold symptoms? That’s the question every service provider must answer on those days when we’re not at our best.
Beyond Philosophy
APRIL 5, 2019
Being the Guardian of Your Service Culture. Keeping up your culture of customer service is not easy. Leadership in many organizations find maintaining the customer service culture they have established is a substantial issue. In this episode of The Intuitive Customer podcast, we spoke with three-time best-selling author, coach, and conference speaker Marilyn Suttle.
ShepHyken
APRIL 2, 2019
Getting Service Right with Guest Jeff Toister. Taking Care of Your Employees So They Take Care of Customers. Shep Hyken interviews Jeff Toister. They discuss his book, Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service , and Jeff offers immediately applicable advice on how to improve your customer service. In Shep’s Opening Monologue… He discusses the importance of caring for your employees so they can better care for your customers.
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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
Callminer
APRIL 2, 2019
We are well within the “Age of the Customer”. The first step toward competing successfully in this era is capturing the voice of the customer.
Myra Golden Media
APRIL 2, 2019
Your communication ability, leadership strengths, ambition, and people skills got you this promotion. Now comes the hard part – dealing with conflict, giving feedback, toxic employees, and managing your time. You can’t lead your company in delivering exceptional customer experiences if you don’t get first the people management down.
Contact Center Pipeline
APRIL 4, 2019
In the increasingly crowded business landscape, there are a few specific focuses that organizations can invest in to give themselves a boost in attention and customer loyalty. Customer experience (CX) is an area that can provide both this increased attention and help maintain customer loyalty—that is, when CX is done the right way. In fact, […].
ShepHyken
APRIL 5, 2019
This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. Chatbots are more than just automated FAQ answer generators. These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment.
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.
Callminer
MARCH 31, 2019
Call center regulations are complex and stringent. Here's what a panel of 22 experts had to say about what they’d change about call center regulations.
Myra Golden Media
APRIL 1, 2019
Let’s say have a customer who right out of the gate demands to talk to a supervisor. You can take the three easy steps I teach in my workshops to keep some customers from escalating. 1. Recognize/Acknowledge. When a customer immediately asks to speak to a supervisor, not wanting to give you a chance to assist, you can Recognize emotions like this.
TechSee
APRIL 2, 2019
Today’s contact centers face a daunting challenge. The explosion in connected devices and the prevalence of online shopping mean that millions of products are now shipped daily, With online commerce projected to pass the $3 trillion mark in 2019. And with 51% of Americans now preferring to shop online, the pressure on customer support operations is about to increase exponentially.
ShepHyken
APRIL 1, 2019
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 Service Is Poised for an AI Revolution by Vala Afshar. (ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience.
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!
Call Center Weekly
APRIL 1, 2019
By Diana Aviles I feel like I often say, “One of the biggest challenges in speech analytics is.” in many of my pieces since there are so many moving parts in what we do. From getting the SA program launched, to maintaining the program so that the organization continues to see value in the investment- it’s all a challenge. However, something to think about is how you want your SA program to sustain itself in the long run.
Myra Golden Media
APRIL 4, 2019
Are Your Employees Blocking Your Customer Satisfaction Surveys? “In about a week you’ll get a survey from us. It’s pass or fail. If you don’t give us all perfect marks, I’ll be penalized. So, if you don’t like your experience today, please don’t fill out the survey.”. Actual words from an employee seconds after completing a sale with me. If you’re not getting back as many customer satisfaction surveys as research says you should be getting, you need to check to make sure your employees aren’t bl
Contact Center Pipeline
APRIL 3, 2019
In this final post of our chatbot series, we’ve asked the panel members to give us glimpse into the trends and developments in chatbot technology that will positively impact the customer experience. They also offer advice on how to ensure that your chatbot solution aligns with your CX and business objectives. Be sure to check […].
Customer Service Life
APRIL 1, 2019
This post was originally posted as a featured contributor on ICMI. Eat only healthy snacks at work, lose weight and burn calories through your daily exercise. Save your company gobs of money by not getting sick. If this is all your workplace wellness program includes, it stinks. And, your employees are likely sick of it. Creating a wellness program at your office is all the rage.
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.
ProProfs Blog
APRIL 5, 2019
Every brand in the market wishes to revamp its customer support strategies after a certain period of time. No wonder we come across so many articles online that speak of various strategies that organizations can implement to improve their customer service. But are these articles sufficient enough to revamp the existing strategies? Well, I’d say why not consult a customer service expert to help you bring the necessary changes to the strategies.
Contact Center Pipeline
APRIL 2, 2019
Spring has sprung here in Annapolis, MD. The little peepers are singing at the top of their lungs in the evening letting us all know that spring is finally here. Their singing tells us it’s time for new growth and renewal. In our professional lives, it means time for spring cleaning. Sure, that means physically […].
Totango
APRIL 2, 2019
From the moment a customer buys your product or subscribes to your service, they’ve chosen to take a journey with your brand. It’s a journey that promises recurring value, and it’s your job to make sure that every step of the way leaves a positive impression on the customer. So, how can you understand the customer experience and know when to offer extra support to grow your relationship?
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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.
ProProfs Blog
APRIL 5, 2019
Data is the new oil. Data is the fuel for the modern marketing machinery; Data has changed how businesses operate. But like every mineral in its raw, unprocessed form, data is just a bunch of numbers, graphs, and information. The result of this surge in the value of data? Companies are willing to spend large amounts of money for data analytics. In its data-driven marketing survey in 2015, Gartner reported that companies would migrate towards making their decisions based on quantitative data.
Nexmo
APRIL 3, 2019
This blog post shows you, step-by-step, how to play an audio stream into a voice phone call using Python. Two methods for doing this are described in this article: Using an Nexmo Call Control Object (NCCO). Using the Voice REST API (VAPI). Prerequisites. Assumes you have: Python 3 installed. Source Code Repository. The source code for this project is available in the Nexmo Community GitHub.
HelpCrunch
APRIL 2, 2019
The future of customer support is not that far from us. From chatbots to big data - we share our thoughts on 6 main customer support trends in 2019. The post The future of customer support: 5 facts and 6 trends to watch in 2019 appeared first on HelpCrunch blog.
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