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Executive Insight: Continuous Customer Service - from Omnichannel to Omnipresent
Eckoh
MARCH 20, 2019
By Ashley Burton, Head of Product at Eckoh
Sat.Mar 16, 2019 - Fri.Mar 22, 2019
The Culture Perception Gaps
CX Journey
MARCH 20, 2019
Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. Until now.
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How to Use Psychology to Provide the Best Customer Service Experience
Return Customer
MARCH 20, 2019
Professionals in the customer service industry know how complicated people can get—some are delightful, some are moody, some are grumpy, and so on. This is where knowledge of psychology principles comes in handy.
The Upfront Agreement of Future Communication
ShepHyken
MARCH 20, 2019
Not long ago, I wrote an article that featured Todd Hopkins, CEO of Office Pride, and his concept of core values being a decision filter. I had the chance to interview him for Amazing Business Radio and he dropped another big concept on us that’s worth bringing to our followers.
The Difference Between Customer Experience and Customer Feedback
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Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.
A Tale of Two (Well, Three) Customer Experiences: The Good, the Bad, and the Ugly
Call Center Weekly
MARCH 19, 2019
By Erica Marois Two years ago, after an 18-month stint as Connecticut residents, my husband and I boxed up our belongings and made the journey back down south, landing in Richmond, VA. Unlike our move to Connecticut, we hit the road with significantly fewer belongings.
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The Only Vocal Tone Your Employees Should Be Using With Customers
Myra Golden Media
MARCH 18, 2019
I’m working from home today, enjoying having my college-daughter here for the week, and the freedom of my son’s clear high-school calendar during Spring Break. But, predictably, my teenagers are upstairs with eyes on screens, probably with unbrushed teeth. So, I’m in my home office. I’ve promised myself no more than two hours work. And then I’ll come up with something adventurous for us to do today.
Amazing Business Radio: Mark Copeman
ShepHyken
MARCH 19, 2019
Habits for Success. Fostering Good Customer Service Habits to Make Your Business Stand Out. Shep Hyken interviews Mark Copeman. They discuss his new book, Helpdesk Habits , which teaches employees how to turn good customer service practices into routine habits.
Chatbots in the Contact Center, Part 2: Internal Use and Adoption
Contact Center Pipeline
MARCH 20, 2019
Consumers are increasingly turning to virtual assistants to save time and effort in their personal lives.
The Four Things You Must Do to Keep Customers Talking about Your CX
Beyond Philosophy
MARCH 19, 2019
Today, people appreciate good Customer Experience, but not enough to talk about it a lot. What gets them talking to people about your brand is having a unique Customer Experience with moments of Innovative Service, or an Innovative Customer Experience.
To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels
Advertiser: Interactions LLC
As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.
4 Key Strategies for Effective Customer Experience Management
Upstream Works
MARCH 21, 2019
When we speak of Customer Experience (CX) and strategies for improving it, we need to clearly define the inherent business value.
Guest Blog: Digitizing the Customer Experience Without Losing the Customer
ShepHyken
MARCH 22, 2019
This week we feature an article by John Boccuzzi Jr. who argues that digital transformation is bringing customer experience to an entirely different level. Shep Hyken.
It’s Time to Bid Farewell to Excel-based WFO
Contact Center Pipeline
MARCH 21, 2019
Contact centers need performance management tools to manage their operations. Too often, the dominant “tool” is Excel. Unfortunately, when individuals export and manipulate data to produce (pretty) reports, recipients may not understand, embrace or accept the findings.
Five Surprising Obstacles to Outstanding Customer Service
Toister Performance Solutions
MARCH 21, 2019
I recently facilitated an unusual webinar. Rather than drone on about the concepts, we used interactive activities to highlight common customer service challenges and share solutions. These are all concepts from my new book, Getting Service Right.
Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth
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Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.
AI-Driven Business Insights From Every Conversation With 8x8 Speech Analytics
8x8
MARCH 17, 2019
As more than 6,000 business and technology leaders convene at Enterprise Connect this week in Orlando, attendees are garnering knowledge about how they can stay competitive in a fast-changing business landscape.
5 Top Customer Service Articles for the Week of March 18, 2019
ShepHyken
MARCH 18, 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. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover.
A Decade of Contact Center Pipeline: Useful Resources on Our Website
Contact Center Pipeline
MARCH 19, 2019
As we continue to celebrate our 10th Anniversary, I would like to call attention to a few good resources on our website.
How to Write Self-Service Support Material
GetFeedback
MARCH 18, 2019
When done right, self-service support material help your customers complete tasks on their own. But for self-service support resource to work, they need to be easy to read and understand. In other words, customer support teams need to be savvy about copywriting.
6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
Infographic: Social customer service expectations in 2019
InTheChat
MARCH 19, 2019
The era of social customer service is here, and consumers no longer have patience with companies that can’t keep up. Already in 2019, we’ve seen the death of major brands that couldn’t keep pace with the continuing digital.
Client vs customer: what is the difference?
HelpCrunch
MARCH 21, 2019
Does your business have customers or clients? We at HelpCrunch decided to find the difference once and for all. The post Client vs customer: what is the difference? appeared first on HelpCrunch blog. Customer service Sales & Marketing
Humanizing the Digital Customer Experience: With Gamification, Call Centers Win Big
Noble Systems
MARCH 20, 2019
To the casual observer—or the not-so-casual business insider, for that matter—the words “humanize” and “digital” sound as though they play at opposite ends. But overwhelming evidence points to just the opposite.
Job Satisfaction Surveys: 2 Templates for You to Use
GetFeedback
MARCH 22, 2019
While being a customer-centric company is key for delivering great customer experience , you can’t forget about the employee experience. After all, happy employees result in happy customers. To identify the happiness level of your employees, you should use job satisfaction surveys.
The Health of the Contact Center: Are You Ready for 2019?
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
9 Tips for Exquisite Phone Etiquette in 2019
Ambs Call Center
MARCH 20, 2019
It's 2019 and websites are supporting an increasingly large amount of the sales process for brands. When a customer or prospect uses the phone to contact your business, they are looking for answers that they couldn't find online.
5 Industries that need great customer support
UJET
MARCH 21, 2019
Every industry needs customer support. Customers have questions before they decide to make a purchase, need help when going through a sign-up flow and need real-time support when they’re having a problem that needs quick resolution. Multichannel Support Live Chat Customer Support
Which Live Chat Software is Best for an eCommerce Business?
ProProfs Blog
MARCH 18, 2019
Imagine this: You wish to buy a new set of black jeans. But a busy schedule is all you get to see. That’s when you plan to resort to the world of online shopping. As you start your search for the perfect black jeans, a plethora of options leave you confused.
Customer Voice is More Important Than Ever—Here’s Why
GetFeedback
MARCH 20, 2019
The customer voice, also known as Voice of the Customer (VoC) , is at the core of any successful customer experience (CX) program. It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services.
The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service
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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.
5 reasons social customer service belongs in the contact center
InTheChat
MARCH 21, 2019
As how we use social media continues to evolve, so does the role that social media fills in consumer interactions with brands. When companies first started engaging in social media, the approach was much more passive. Even just.
Empower 2019: What Support Leaders Are Most Excited About
Guru
MARCH 21, 2019
Guru’s conference Empower will be here before we know it.
Tips to Empower your Customer Support Team
OctopusTech
MARCH 22, 2019
Hiring good agents is not enough you need to empower them. If a customer is at the heart of sales then customer support is the front line. Your agents interact with customers and by far the most important factor in delivering your services efficiently.
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