Sat.Mar 16, 2019 - Fri.Mar 22, 2019

Executive Insight: Continuous Customer Service - from Omnichannel to Omnipresent

Eckoh

By Ashley Burton, Head of Product at Eckoh

The Culture Perception Gaps

CX Journey

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.

How to Use Psychology to Provide the Best Customer Service Experience

Return Customer

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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Humanizing the Digital Customer Experience: With Gamification, Call Centers Win Big

Noble Systems

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

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?

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

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.

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5 Industries that need great customer support

UJET

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

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

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

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

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

Guru’s conference Empower will be here before we know it.

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Tips to Empower your Customer Support Team

OctopusTech

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.