Beyond Philosophy

DECEMBER 7, 2023

Therefore, we ask you to submit your thoughts, ideas, or reports and statistics…anything that we can then review. How Quickly We Get Used to New Technology One of the things Tom said was back in the 90s, we didn’t buy everything online or on our phones. I love the phrase, “None of us are as clever as all of us.”

Customer Experience 221

Customer Experience Chatbots Customer centricity Education 221

Beyond Philosophy

FEBRUARY 6, 2019

Insufficient data exist about how companies do at an individual level as a result of Customer Experience improvement efforts. I asked them how their job had changed, now that they were in Customer Experience from what they were before, “Insights” or “Customer Specialist” or whatever. It’s time to put up or shut up.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

ShepHyken

SEPTEMBER 4, 2023

You can’t download a report about digital or technology trends without being assailed with stats and surveys outlining how great CX is key to keeping and gaining customers. Finally, he presents the concept of “customer Service as an Experience.” Here are my top five picks from last week. they’re everywhere.

Customer Service 168

Customer Service Customer retention SaaS Best practices 168

Russel Lolacher

FEBRUARY 1, 2021

A great presentation is an amazing tool in engaging your employees. But, I can’t tell you often I’ve sat through a presentation that was just a report out in disguise. When asked to do a presentation, make sure that’s what you are actually delivering. This was not a presentation.

Personalization 81

Personalization Employee engagement Consulting Consulting 81

Beyond Philosophy

DECEMBER 10, 2021

Back when I was working in corporate life, I went to a presentation in London. Fortune reported over two-thirds of the Fortune 1000 used NPS, but in Reichheld’s experience, most organizations were not taking advantage of its core purpose. Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy.

Airlines 273

Airlines Metrics Accountability SaaS 273

Beyond Philosophy

OCTOBER 5, 2015

It is especially true when you are talking about your senior team. To that end, here’s how to tell if your leadership is not REALLY on board with your CX Agenda: Their schedule rarely (if ever) accommodates a discussion regarding Customer Experience Implications. They send their representative to your meetings.

Consulting 383

Consulting Consulting Customer Experience Sales 383

Beyond Philosophy

MAY 19, 2022

Buying your phone on a subscription probably feels familiar. You might make payments for your phone already and pay for service monthly. In a recent report from Attest , a consumer research platform, I read that 78% of Gen Z would pay a subscription to have 24/7 access to a grocery source. Subscriptions are everywhere.

Accountability 221

Accountability Consulting Consulting Customer Experience 221

Beyond Philosophy

OCTOBER 21, 2021

By understanding other people’s views, you can improve your thinking. . One of Mead’s posts, in particular, caught my interest about how we should stop all Customer Experience accreditation now. Some might say it is because of COVID, but I don’t think so. . They had to adapt, quickly. However, that was a long time ago now.

Chief Customer Officer 195

Chief Customer Officer Contact Center CRM Call Center 195

Beyond Philosophy

DECEMBER 5, 2017

A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. Chances are your call center employees feel the same way—especially if you train like most companies do. Why Am I Not Surprised? Design, Then Disseminate.

Call Center 277

Call Center Customer emotions Consulting Consulting 277

Beyond Philosophy

SEPTEMBER 20, 2018

And after 37 years of marriage, I know how to answer it. And after 37 years of marriage, I know how to answer it. If you don’t have a long-time mate that you have had this exchange with personally, then you at least know how to answer this query from TV and movies. Lorraine asked me a question the other day.

Construction 341

Construction Consulting Consulting Customer Experience 341

Beyond Philosophy

NOVEMBER 20, 2015

In this series, professionals share how they embrace the entrepreneurial mindset. See the stories here , then write your own (use #BetheBoss in the post). I was a senior executive with 3,500 people reporting to me globally. I had worked my way up and found my place in corporate life. No, I didn’t break down. No, I wasn’t sacked.

Consulting 344

Consulting Consulting Customer Experience Accountability 344

Playvox

SEPTEMBER 30, 2022

Customer support teams can get a bad rap — people in other departments may think your team is just a cost center within your business or that it’s not as crucial as other teams. Your team is one of the most important teams in your business because you have a direct line to customers, their concerns, and their insights.

Customer Support 67

Customer Support Contact Center Upselling Customer centricity 67

Myra Golden Media

JULY 15, 2018

Limit Your Responses to Simple Reassurances. Sometimes it’s best to let your customer vent a little. Make them feel heard and understood by occasionally saying something like, “Umm hmmm,” “I see,” or “I can see your point on that.”. I called it Top 6 Ways to Get An Angry Customer to Back Down. million views. (I Create Calm.

Personalization 204

Personalization Customer Service Customer Experience 204

SharpenCX

NOVEMBER 10, 2021

The investment of new software affects a lot of people — your customers, your agents, your IT team, and you. How do you find new technology that meets the needs of your team and your customers? Questions you should ask your customers, employees, and yourself before you research a new cloud contact center: .

Cloud contact 128

Cloud contact Contact Center Technology Accountability 128

OctopusTech

DECEMBER 23, 2022

Ok, now that you have decided that your website needs improvements, but that can be done properly when you hire an SEO company and take their help to grow your business. But you must be stuck here on one question i.e. how to find a good SEO consultant? How to hire an SEO company? Saves your time and money.

Engineering 118

Engineering Analytics Sales Consulting 118

Nicereply

JULY 3, 2023

If a company has a big and distributed infrastructure, it might make sense to hire a vendor for proactive monitoring of IT issues in order to fix them before they cause problems (it’s often called managed IT). We will apply a new change with minimal risk, fix the current state of your CI, and update the CMDB.”

Technical Support 52

Technical Support Personalization Feedback Management 52

Beyond Philosophy

FEBRUARY 13, 2019

However, if you can’t apply it to solve your practical needs, it is useless. If you are making this mistake, too, we also shared how to fix it. all affect how the psychological theory will influence the outcome. It doesn’t even say how often they use either method. A psychology theory is all very well and good.

Consulting 230

Consulting Consulting Benchmark Government 230

Hodusoft

MAY 10, 2024

Virtual call and contact centers have become the new norm in the present time instead of being an optional feature for businesses seeking flexibility in their operations. That’s because the COVID-19 pandemic made virtual call centers and contact centers a necessity rather than a convenience.

virtual call center 52

virtual call center Call Center Contact Center call center software 52

Spearline

APRIL 20, 2023

If you are providing Contact Centre Solutions you need to have a way of monitoring your network and your partners’ performance to ensure the operability of your services. In today’s complex world of communication, there are a multitude of factors impacting your call and its connection.

Enterprise 52

Enterprise Contact Center Consulting Consulting 52

ProProfs Blog

OCTOBER 30, 2021

Fortunately, there are many steps you can take to understand your customers’ user experience better and rectify issues, if any. Apart from this, you can conduct regular user experience surveys to take the pulse of your software or website users. UX surveys are only as good as the questions you ask your participants.

Surveys 139

Surveys Best practices Construction Analytics 139

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. According to CustomerGauge’s 2022 report , NPS sports an impressive 41% trust rating among B2B businesses – higher than any other rating system of its kind! Well, not so fast.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Lumoa

JANUARY 19, 2023

Having the right people in your customer experience team not only strengthens your relationship with your customers but also encourages them to become repeat customers of the brand. This means they will voluntarily advocate for your brand and promote your business by word of mouth. Identify the Company’s Goals 2.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Integrity Solutions

DECEMBER 20, 2023

A strong belief in your organization’s products and services is one of the key factors that impacts selling success. When you’re convinced that your solutions create real value for your target users, you can’t help but be eager for your customers to enjoy the benefits. So often, we listen to respond.

Sales 86

Sales Coaching Consulting Consulting 86

Customer Service Life

NOVEMBER 15, 2020

In this article, I’m going to share some of the problems that were presented to me during my interview process for this role — all fairly normal problems I might add. But they are also easily used as a crutch, preventing agents from learning the material and tailoring responses to completely address concerns presented by customers.

Contact Center 92

Contact Center Engineering Calibration Coaching 92

ProProfs Blog

JANUARY 18, 2022

So people will not get frustrated when they see your surveys. . This question format is so popular that you must have answered a rating scale question yourself — think about the time when you had to rate your UBER driver or when you checked for “star ratings” before buying your favorite pair of jeans online.

Surveys 142

Surveys Best practices Feedback Customer Service 142

JustCall

SEPTEMBER 22, 2022

5 Sales Challenges and How to Fix Them. Solution : The best way to find qualified leads is to optimize your inbound marketing strategies. Find out through analytics where your target audience is most active and pursue those platforms. Competition is high in every industry at present. Finding Qualified Leads.

Sales 52

Sales Feedback Analytics Customer retention 52

OctopusTech

SEPTEMBER 13, 2023

Is your company looking to expand its customer support operations through an in-house team or is it searching for an external call center team? Instead of your team members working on the customer care tasks, there will be a 3rd-party who will perform all the necessary functions for you. What are Outsource Call Center Services?

outsourcing 62

outsourcing Call Center Finance Contact Center 62

Global Response

NOVEMBER 6, 2023

Although call centers provide essential support and benefit to your business—including increased customer service availability, improved productivity and efficiency, stronger service levels and more—if a legal dispute or non-compliance issue is uncovered, your call center can end up costing you more than you imagined. GDPR compliance.

Call Center 62

Call Center outsourcing Telemarketing Healthcare 62

Fonolo

APRIL 5, 2022

If you want your agents to consistently meet company goals, you must invest in the right leaders, including managers and supervisors. How to Foster Agent Engagement in a Hybrid Contact Center. What comes to mind when you think of the ideal call center leader? Professional? Easier said than done, right? Bottom line?

Call Center 99

Call Center Contact Center Gamification Construction 99

Back Office Centers

OCTOBER 17, 2023

” Similar to how a car won’t start if its engines aren’t functioning correctly, a company won’t run smoothly if the back office is mishandled. Your company’s primary goal is to broaden its horizons. Any organization must have a full suite of back-office operations.

outsourcing 59

outsourcing Finance Accountability Engineering 59

Global Response

JANUARY 31, 2024

Or when traveling, their 10:00 AM is your company’s 4:00 AM. It is staffed by people worldwide, in different time zones, ready to serve your employees 24/7/365 via phone or live chat. It is staffed by people worldwide, in different time zones, ready to serve your employees 24/7/365 via phone or live chat.

outsourcing 62

outsourcing Technical Support Best practices Education 62

ProProfs Blog

JANUARY 7, 2020

Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . It only takes one bad experience for the customer to swear off your business forever. . So, what is the most natural solution to ensure that your relationship with your customers becomes better? . And rightfully so.

Customer Service 169

Customer Service Customer centricity Brand ambassadors Customer Support 169

Russel Lolacher

JANUARY 5, 2022

Whether you’re trying to start a successful social media presence for your public service organization or grow an existing one to better serve the public and your organization, there are a few key ingredients you’ll need to be impactful. And if you don’t have them, you’re going to suck or stall. Success Barriers.

Government 98

Government Management Personalization Metrics 98

Help Scout

JULY 13, 2021

Don’t wait for a customer to report it; use technology to spot out-of-bounds situations. Teach your team how to apologize. Shifting the blame doesn’t fix the issue, and it leaves the customer with a negative impression. Shifting the blame doesn’t fix the issue, and it leaves the customer with a negative impression.

Customer Service 136

Customer Service Scripts Chatbots Airlines 136

JivoChat

MAY 16, 2022

Regardless of the sector your business website is focused on, if you have an online store or not, you can benefit from conquering visibility on the search result pages. It will help you to build authority and credibility among your target audience and to distinguish yourself from competitors. SEO Basics. Set Up Google Search Console.

Best practices 75

Best practices Engineering Analytics Marketing 75

Spearline

JUNE 30, 2020

Either in response to a reported issue or failure or as an unintended outcome of some change control action, engineering talents roll up their sleeves and chase problems. The problem-solving professionals often say “the problem was fixed in a couple of minutes, but it took forever to find the problem!”

Engineering 81

Engineering Telecommunications Interactive Voice Response Contact Center 81

Call Experts

FEBRUARY 17, 2022

How do you improve customer service? The answer always lies in your customer experience. When you take care of customers from start to finish, they will always come back and refer others to your business. This is why many companies don’t get it right when they try fixing their customer service on their own.

Contact Center 98

Contact Center Customer Service Self service Call Center 98