2016

Yikes! Rental Car Horror Stories

Beyond Philosophy

Whenever I rent a car, I dread the moment when the agent asks if I want collision damage waiver insurance. I don’t want it, but the way the question is asked always makes me second guess myself for a moment.

11 Call Center Best Practices You Need to Be Doing Right Now

Callminer

As recent research shows, the U.S. call center industry is alive and well. According to the data, the industry saw a total of 22,265 new positions added in Q3 2015, minus 5,678 jobs that were cut due to force reductions and closures.

Save Your Customer Service Team from Vampire Customers

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. customer-service-techniques

Rebuilding Supplier Trust – Lessons From Tesco

Peter Lavers

Supermarket giant Tesco has been ordered to make “significant changes” in the way it deals with suppliers after the Groceries Code Adjudicator found that the supermarket had deliberately delayed payments to boost its profits.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Customer Satisfaction Is the Enemy of Exceptional Customer Service

ShepHyken

Jim Collins, author of the bestselling business book, Good to Great said, “Good is the enemy of great.”. A twist on this excellent concept is that, “Good is the foundation of exceptional.”. A good customer service experience is doing what you are supposed to do. That’s expected.

5 Reasons Why Social Media Is Critical for Great Customer Service

Win the Customer

Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days.

More Trending

What 1000 Consumers Say About Bad Customer Service

Kayako

CONTENTS. Intro: Word of mouth marketing. 1: The importance of getting it right first time. 2: Our experiment. 3: The results. 4: What this means for your business. 5: Is it too late to win the customer back? What you can do to rectify bad customer service. Takeaways. Intro: Word of mouth marketing.

When Salesforce® Lightning Strikes! The Top Three CX Improvements

inContact

Have you ever wondered what happens in your Contact Center when lightning strikes? No, this blog post is not about inContact Disaster Recovery (even though that would certainly also be an interesting topic).

Top 30 Customer Service Books Every Team Needs to Read

Comm100

“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” ” – Charles W. Eliot.

Instant Satisfaction: How to Meet Rising Customer Expectations

Return Customer

As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. In 2015, 47 percent of U.S.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

3 Vital Trends For Your Mobile Experience

Beyond Philosophy

How much time did you spend on your mobile today? Are you reading this article on it right now? When you misplace it or forget it at home, be honest: Do you feel naked without your phone? Smartphone users love their phones. I know I do (my answers are 2.5

7 Call Center Best Practices from Industry Experts

Callminer

It goes without saying there is no one-size-fits-all solution for how to run an efficient call center.

Exploring Hospitality Customer Service (Video)

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Video

Peter Lavers makes the Top 20 Customer Experience Influencers to follow in 2017

Peter Lavers

CustomerGauge has listed Peter Lavers on the The Top Customer Experience Influencers to to follow in 2017! View the list on CustomerGauge.com . Tweet to @PeterLavers. The post Peter Lavers makes the Top 20 Customer Experience Influencers to follow in 2017 appeared first on Think CX. Latest Thinking

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

The Customer Experience Is Your Best Marketing

ShepHyken

What is marketing? A quick Google search on the word marketing reveals this from the American Marketing Association (And, they should know!):

Road to Success: The Secrets to Giving your Business a Competitive Edge

Win the Customer

One of the best ways to keep up with the competition – and even edge out in front of them – is to be flexible when it comes to your business strategies. Are you feeling a push to move ahead of the competition?

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2017 Customer Experience Resolutions

ClearAction

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Like most resolutions, what’s new is less about shiny objects and more about mastery of down-to-earth principles. It’s all about keeping your eye on the prize with a sensible plan.

The Subtle Differences Between Customer Support and Customer Service

Kayako

The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’. It’s confusing!

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Three Ways to Promote Transparency and Trust in the Contact Center (Part 2)

Envision

Every business leader should tell you that honesty and integrity is vital for success. In Part 1 of this series, we explored how contact center managers can promote a culture of transparency and trust via quality monitoring.

Disrupter No. 7: Social Profiling

HGS

Disrupter No. 7: Social Profiling. By Lauren Kindzierski, HGS VP of Solutions and Capabilities. Earlier this year, HGS released a white paper on this year’s top 10 customer experience disrupters—those that are sure to alter the CX landscape this year.

10 Warning Signs That Your Customer Service Sucks

Comm100

We all want our customers to be happy with our products and services.

Another Amazing Mistake – Customers Revolt!

Beyond Philosophy

Toblerone fans got a nasty surprise when they bought their favorite treat recently. The chocolate bar got a makeover, losing volume and a noticeable gap between the triangles. Customers noticed the change, but not in a good way.

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

How Do You Define Call Center Adherence Best Practices?

Callminer

New data shows that 45 million hours a year are wasted on inadequate customer service. The fact of the matter is this: Companies simply can’t afford to waste time or money when brand and budgets on the line.

What Is an Internal Customer?

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. customer-service-training

Winning in a digital-first omni-channel world

Peter Lavers

Steve Dennis of Sageberry Consulting spoke to the final forum of The Customer Council in November in Johannesburg on the subject of “Winning in a digital-first, omni-channel world”.

Five Ways to Create Customer Loyalty

ShepHyken

It’s been a while since I approached the topic of customer loyalty. All of the tips, ideas, tactics, and techniques I write about are about driving a better customer service experience, which can (and hopefully will) lead to customer loyalty.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Do Consumers Prefer Live Chat over Other Customer Service Methods?

Win the Customer

Great customer support has one goal; to make it easy for customers to get their problem solved painlessly and quickly. Out of all of the customer service methods available, email, phone or chat, live chat is by far the simplest, fastest and least obtrusive.

inContact Recognized as a Leader in Gartner’s 2016 Contact Center as a Service (CCaaS) Magic Quadrant

inContact

For the 2 nd year in a row, inContact was positioned as a Leader in Gartner’s annual Contact Center as a Service (CCaaS) Magic Quadrant. Positioning in the Magic Quadrant is based on two criteria: Ability to Execute , and Completeness of Vision.

Why Customer Development Is Crucial to Every Businesses Success

Kayako

Customer engagement and feedback are powerful tools for every company—but many startups see them as an afterthought, focusing all of their energies on selling more products and gaining more users. But what these companies are missing is that customers are their best advocates.

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Three Ways to Promote Transparency and Trust in the Contact Center (Part 1)

Envision

We’ve all heard the age-old saying, “Honesty is the best policy.” We live in a world, however, where the truth is that honesty isn’t always promoted. Just consider the U.S. presidential candidates this election season.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.