Sat.Mar 30, 2019 - Fri.Apr 05, 2019

11 ways to encourage customer feedback

Customercount

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.

After-Call Work: What Is It, and Why Is It Important?

aircall

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.

Why Engaging Your Employees Should Matter to You: The Relationship Between Employee Engagement and Providing your Customers with the Best Experience

SharpenCX

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.

Before You Can Engage Your Customers… You Must Engage Your Agents

Aspect

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.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

The Power of a Smile

ShepHyken

“Smile and the world smiles with you.” That is part of a longer quote attributed to Stanley Gordon West. It became the topic of conversation while on a New York subway with my daughter, Alex, when I noticed her smile at someone who, in turn, smiled back.

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Branding and CX: The Surprising Way They Work Together to Form Customer Loyalty

Beyond Philosophy

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.

Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?

Callminer

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. Many organizations are sitting on a gold mine of customer intelligence which they have already captured – their contact center call recordings.

Guest Blog: The Rise of Chatbots in Customer Experience

ShepHyken

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.

The 3-Prong Method To Get Customers Who Think They Need a Manager To Calm Down and Let You Help Them

Myra Golden Media

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. Recognize/Acknowledge.

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.

Being the Guardian of Your Service Culture

Beyond Philosophy

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.

Computer Vision AI: The Secret Ingredient for Contact Centers

TechSee

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.

5 Top Customer Service Articles for the Week of April 1, 2019

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 Service Is Poised for an AI Revolution by Vala Afshar.

The Truth About Transitioning From Employee To Supervisor

Myra Golden Media

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.

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

Removing The Training Wheels - Self Service Solutions in Speech Analytics

Call Center Weekly

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.

Simple Ways to Leverage Wellness to Improve the Employee Experience

Customer Service Life

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.

Amazing Business Radio: Jeff Toister

ShepHyken

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.

Are Your Employees Blocking Your Customer Satisfaction Surveys?

Myra Golden Media

Are Your Employees Blocking Your Customer Satisfaction Surveys? “In 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.”.

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.

3 Trends and Challenges for the CX Industry in 2019

Contact Center Pipeline

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.

An Insider View on Customer Support Strategies with Lindsay Willott

ProProfs Blog

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.

3 Ways to Serve a Customer Even When We’re Not at Our Best

Steve DiGioia

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?

The future of customer support: 5 facts and 6 trends to watch in 2019

HelpCrunch

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. Customer service

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

Contact Center Pipeline Magazine: Inside Our April 2019 Issue

Contact Center Pipeline

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.

How Surveys Help in Making Data Driven Decisions

ProProfs Blog

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?

How YETI Stays Ahead with Feedback

GetFeedback

Today, YETI’s top tier coolers and drinkware have become a symbol of status and trendiness for outdoor enthusiasts. And with good reason! After all, how often can you boast about having a cooler that is bear-proof , fortified from the elements and can withstand even the roughest elements ?

How To Write A Winning Marketing Plan: 8 Questions Every Marketer Should Be Prepared To Answer

C3Centricity

How hard is it to write a marketing plan? After all, every marketer writes one every year, so how difficult can it be, right? Well, writing a marketing plan isn’t hard at all, but writing a winning plan is very difficult. And time consuming.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

Chatbots in the Contact Center, Part 4: Improving CX & Aligning Solutions to Business Goals

Contact Center Pipeline

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 […]. Technology artificial intelligence call center chatbots contact center machine learning natural language processing

All for One and One for All: How to Get Agents Collaborating

ProProfs Blog

Process improvement never happens in isolation, whether it’s about increasing the efficiency of your supply chain, or enhancing the quality and timeliness of your customer service interactions.

3 Scenarios Where Email Surveys Are the Best Option

GetFeedback

With all this focus on alternative survey distribution channels, you may think that emails are going the way of the rotary phone, but that couldn’t be any further from the truth. Email surveys are still the tried-and-tested avenue most brands use to collect feedback from their customers. .