Ian Jacobs

JANUARY 13, 2021

Between really bad press (here and here) and bankruptcy (here), large contact center outsourcers have seen a rough last few months. Bad press for outsourcers spells trouble for and affects the brands that contract with them: Consumers will react regardless of whether the news comes from the company itself or up the supply chain.

outsourcing 91

outsourcing Contact Center Management 91

Beyond Philosophy

NOVEMBER 29, 0002

After news of the Volkswagen fuel efficiency broke, Fiat Chrysler was fined millions by not addressing safety defects in their and not disclosing these defects to consumers. The New Hoaxwagen: Mitsubishi Lies on Fuel Efficiency Standards. Volkswagen AG will buy back almost half a million cars from consumers that bought their 2.0-liter

Consulting 282

Consulting Consulting Customer Experience Sales 282

Revation Systems

SEPTEMBER 20, 2023

Exciting News! Thrilled to announce John Lynch as the new CEO of LinkLive. John’s exceptional leadership will take us to new heights. While I step into a new role as Chief Customer Officer, I’ll work alongside John to ensure our continued success. Join me in welcoming John as CEO!

Chief Customer Officer 48

Chief Customer Officer Customer Service 48

SmartAction

FEBRUARY 22, 2024

The jump from traditional “press zero” to cutting-edge AI solutions presents both a thrilling opportunity and a daunting challenge in the customer service world. The post Bad Chatbots in the News: How to Choose an AI That Won’t Fail Your Customers appeared first on SmartAction. Why does this matter?

Chatbots 88

Chatbots Airlines Self service Technology 88

Myra Golden Media

JULY 9, 2017

I remember being a new manager preparing to deliver bad news to a group of executives. This is what politicians, CEOs, and law enforcement officers do in every high-pressure press conference.” Three weeks later, I delivered the dim news to a group of 68 executives, all men. Here’s the strategy you use. And it went well.

Customer Care 196

Customer Care Management Call Center Customer Experience 196

ShepHyken

APRIL 19, 2017

So, with all the negative press surrounding United Airlines, I thought that sharing some good news about another airline might be a breath of fresh air. This great story starts with some bad news that was out of the airline’s control. The United Airlines customer service debacle hurt all airlines, not just the United brand.

Airlines 218

Airlines Brand ambassadors Government Customer Service 218

ShepHyken

APRIL 25, 2022

They also expect a faster, more intimate interaction and the option for automation technology, according to a press release on the findings. MarTech Series) Good news: Customer service doesn’t have to be a battle of customer vs. company. Each week I read many customer service and customer experience articles from various resources.

Customer Service 161

Customer Service B2B Surveys Best practices 161

Beyond Philosophy

NOVEMBER 29, 0002

In 2013, to the astonishment of the dining press, Lyall and his crew popped-up with Annie’s BNNY +% Owl Bar, a non-ironic performance-piece riff on Japanese owl-cafes, in which it is possible to sit with an owl, or two, for a bit. The architecture of the restaurant deserves mention – as evidenced by the rendering below.

Customer Experience 284

Customer Experience Consulting Consulting Analytics 284

ShepHyken

MAY 16, 2022

Each week I read many 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. Are You Tracking the Customer Service Metrics That Really Count? by Jonathan Byrnes and John Wass.

Customer Service 161

Customer Service Airlines Metrics Journey mapping 161

Totango

NOVEMBER 10, 2023

The good news is that customer success leaders and teams are uniquely positioned to be the driving force in these growth efforts. When there’s cross-functional accountability, there’s a connection at each dynamic touchpoint that might be changing or be pressed in a new direction. It’s prescriptive. …

Journey mapping 97

Journey mapping Construction B2B Education 97

Call Design

MAY 12, 2021

Today, Aspect Software will merge with Noble Systems of Atlanta Georgia, to form Alvaria , (pronounced: ahl-vahr-ee-uh ), a new global company delivering optimised customer experience and workforce engagement software and cloud services technology solutions. News of this merger was met with enthusiasm from key Industry Analysts.

Transportation 151

Transportation Healthcare Enterprise Technology 151

Beyond Philosophy

OCTOBER 18, 2019

We talk a lot about the difference between the two ways our brains think about things to make decisions, e.g., the Intuitive System and the Rational System. These two systems work together and tradeoff tasks between them. If your customers are making decisions intuitively, then that’s better than customers thinking about it.

Airlines 225

Airlines Consulting Consulting Benchmark 225

Ian Jacobs

JANUARY 13, 2021

Between really bad press (here and here) and bankruptcy (here), large contact center outsourcers have seen a rough last few months. Bad press for outsourcers spells trouble for and affects the brands that contract with them: Consumers will react regardless of whether the news comes from the company itself or up the supply chain.

outsourcing 48

outsourcing Contact Center Customer Service Management 48

ShepHyken

MARCH 23, 2018

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. Clear, consistent, authentic communication. Employee – mission disconnect. They had greater employee engagement and more loyal customers.

Airlines 204

Airlines Morale Benchmark Marketing 204

Myra Golden Media

MARCH 24, 2020

Customers, like you and me, are pressed, anxious, and running low on patience. Here are the Four things I’m telling my clients About Giving Bad News right now. This week I’ve been working remotely to help my clients redirect intense interactions, regain control, and restore customer confidence in these uncertain times.

Management 191

Management Customer Experience 191

TechSee

AUGUST 14, 2023

A lot of new faces, a few familiar names from last year’s list, and a lot of inspiration for the industry. TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Fonolo

JANUARY 20, 2020

Welcome to our *new* biweekly news roundup, where we give you the latest and greatest in customer service technology, news, and views. Let’s stop rhyming now and turn to the news at hand. New in Customer Service. New in Contact Centers. Happy 2020, Fonolo Followers!

Customer Service 117

Customer Service Contact Center Call Center Healthcare 117

CustomerGauge

JANUARY 12, 2017

In November, CEO Stephen Kelly published a press release, which highlighted Sage’s achievements throughout the year and the company’s customer-centric goals for 2017. The post Net Promoter News: Sage Group, Ford, Epyx and Paladina Health appeared first on CustomerGauge.

Customer centricity 90

Customer centricity Enterprise 90

3CLogic

DECEMBER 22, 2021

In most cases, basic interactive voice response (IVR) menus — with options like “press 1 to speak to sales” and “press 2 to reach support” — are used to route callers to the most appropriate department. It’s a process that doesn’t take existing customer data or interactions into account. This hardly aligns with customers’ expectations.

Interactive Voice Response 93

Interactive Voice Response Contact Center Self service CRM 93

Taylor Reach Group

MAY 14, 2020

102-103, New York: Gallup Press). The great news in these numbers? If you had a way to increase sales by 20%, be 21% more profitable and increase your customer satisfaction scores by 10%, would you do it? How about improving employee retention by 24-59%, lowering absenteeism by 41% and increasing productivity by 17%?

Employee engagement 171

Employee engagement Consulting Consulting Coaching 171

Win the Customer

SEPTEMBER 15, 2020

Call centers must deliver the best customer experience from jump, or else risk dealing with an unsatisfied customer, and getting negative press. Customers want to be notified on any issues that are impending, meaning that they would rather hear the bad news ahead in time and plan for it, rather than be there for the stressful aftermath.

Call Center 157

Call Center Customer Experience Brand ambassadors Interactive Voice Response 157

Beyond Philosophy

MAY 5, 2016

After news of the Volkswagen fuel efficiency broke, Fiat Chrysler was fined millions by not addressing safety defects in their and not disclosing these defects to consumers. The New Hoaxwagen: Mitsubishi Lies on Fuel Efficiency Standards. Volkswagen AG will buy back almost half a million cars from consumers that bought their 2.0-liter

Consulting 262

Consulting Consulting Customer Experience Sales 262

Beyond Philosophy

JULY 24, 2017

I sat in an uncomfortable chair for most of the afternoon while this fellow disappeared time and again, emerging each time with a new lower price written on a sheet of paper. I hoped then this would be an easy transaction and my shiny new car would be waiting for me! But the salesman cornered me into a negotiation anyway.

Employee engagement 278

Employee engagement Finance Sales Consulting 278

Beyond Philosophy

MAY 11, 2016

Hearing that the leaders in your organization, or that a company that you buy from, don’t pay their fair proportion of taxes is not popular news. As Customer Experience consultants, we can tell you that this kind of press, particularly when you see the tax breaks these massive corporations already get, is not beneficial for your brand.

Consulting 275

Consulting Consulting Healthcare Customer emotions 275

AWS Machine Learning

JUNE 28, 2022

Today, we are pleased to announce four new additions: Pedro speaking US Spanish, Daniel speaking German, Liam speaking Canadian French, and Arthur speaking British English. The same goes for all other TTS use cases, such as voicing news articles, education materials, or podcasts.

Interactive Voice Response 68

Interactive Voice Response Engineering Education Contact Center 68

Fonolo

OCTOBER 4, 2017

Here’s a run-down of recent significant news: August 7: Agreement Reached with the Debt Holders. This was closely followed by the news that a judge was appointed as the mediator for the case. Most of the process happened out of the public view, but in the last month, three announcements have revealed the status. The Tick Tock.

Marketing 173

Marketing Call Center APIs Benchmark 173

ChurnZero

MARCH 10, 2022

Stay on top of industry trends and news. Online Customer Success communities are excellent places to gain fresh perspectives, stay on the pulse of industry trends, learn from seasoned Customer Success professionals and other SaaS experts, and have conversations with like-minded folks. Engage and learn from industry experts and influencers.

Best practices 98

Best practices SaaS B2B Consulting 98

Aspect

JANUARY 14, 2019

It was an automated call asking me to “press one” to confirm or “press two” to cancel or reschedule. I pressed two to cancel. Additionally, I’ll have to find a new doctor, since now the office thinks I’m a bum who doesn’t show up when I’m supposed to…I’m kidding. Recently, I had an appointment scheduled. Excellent!

Self service 67

Self service Healthcare Personalization Interactive Voice Response 67

Call Design

MAY 12, 2021

Today, Alvaria Software will merge with Noble Systems of Atlanta Georgia, to form Alvaria , (pronounced: ahl-vahr-ee-uh ), a new global company delivering optimised customer experience and workforce engagement software and cloud services technology solutions. News of this merger was met with enthusiasm from key Industry Analysts.

Transportation 78

Transportation Healthcare Enterprise Technology 78

Pipkins

APRIL 28, 2022

We don’t have any big news other than it will be a couple of week before it can be completed and submitted for testing. We don’t have any big news other than it will be a couple of week before it can be completed and submitted for testing. After the exploratory tests are completed, a more formal test plan will be produced.

Engineering 52

Engineering Personalization 52

CSM Magazine

MARCH 13, 2023

However, with all eyes focused on Microsoft and Google’s next moves, Salesforce has stridden forward with some exciting news of its own following the launch of Einstein GPT earlier this week. According to Salesforce, Einstein GPT brings AI capability together with the CRM to make every employee more productive and every CX better.

CRM 52

CRM Technology Consulting Consulting 52

Fonolo

NOVEMBER 21, 2017

When the news of an acquisition breaks, we focus on it for a few days — think about what was motivating the buyer and seller — and then move on. The river of news never stops, after all. It was clear that InIn’s new cloud platform “PureCloud” drove Genesys to the table. We covered that topic here and here.)

Contact Center 129

Contact Center Abandon rate Call Center Technology 129

delighted

AUGUST 4, 2023

You may feel like the bearer of bad news or like customers are always mad at you personally. What nice graphs and visualizations can we create with this newfound data? However, as your program continues, regularly reviewing and digesting negative feedback can start to feel draining and defeating. Why are you surveying, really?

Feedback 78

Feedback Management Surveys Personalization 78

CSM Magazine

SEPTEMBER 12, 2022

Then try to get the local media involved by putting out a press release. Think of some kind of event that you can have that would be interesting for the local news station and the newspapers and then let them know about it. Mobile businesses are all the rage these days especially since we just had a global pandemic.

Marketing 52

Marketing 52

Education Services Group

JULY 26, 2022

Customers find their way into companies through various channels at different times. Their experience with your company and distinct use of products and services will always be unique. Companies tend to approach all customers with “one size fits all” processes and understanding. Listen to understand. Create memorable moments.

Coaching 52

Coaching Finance Feedback Sales 52

Spearline

SEPTEMBER 27, 2022

If you’ve ever had to ‘say or press one for English’ then you already have experience with IVR. Chances are callers are already frustrated with some issue and a less than optimal IVR system is going to make matters worse. That’s the bad news. What is it and how do you test it? Hellooo and welcome to Moviefone!

Interactive Voice Response 52

Interactive Voice Response Abandon rate Wait times Enterprise 52

TechSee

JUNE 16, 2020

In fact, Field Service News reports that 73% of organizations have identified an aging workforce as a potential threat to their field service operations. Whether it’s a brand-new device or an unfamiliar issue, connecting with an expert is par for the course. Computer Vision in Field Service: a Game-changer.

Technology 109

Technology Surveys Customer Experience Customer Service 109