Shep Hyken
NOVEMBER 2, 2022
An important goal of a good customer experience is to make the customer feel special. That special feeling can come in many different forms. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.
Shaun Belding
NOVEMBER 29, 2022
There has been a lot of research over the years on the things that make customers cranky. There is some surprising science to preventing customer conflict. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.
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Callminer
NOVEMBER 22, 2022
Building customer loyalty is one of the most valuable things a business can do to ensure long-term success, but where do you start? This blog offers 30 tips for building customer loyalty.
CX Accelerator
NOVEMBER 11, 2022
Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Those who succeed in the profession do so because they possess a number of different skills or are part of a team comprised specialists in each skill.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Adrian Swinscoe
NOVEMBER 26, 2022
The UK recently introduced some new legislation that has implications for customer service. Specifically, an amendment was included in the new Police, Crime, Sentencing and Courts […]. The post If more is not done to protect agents, customer service standards will fall first appeared on Adrian Swinscoe.
Inside Customer Service
NOVEMBER 17, 2022
Accountability is difficult. Some managers want to avoid a confrontation. Others struggle with timing in a fast-paced environment. For a few managers, accountability discussions feel like the first step towards inevitably losing an employee. Have you tried replacing someone right now? It's hard. A LinkedIn post asked managers to share what they find most difficult about holding customer service employees accountable.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Shaun Belding
NOVEMBER 15, 2022
It gives your customers greater confidence with the second person, and to establish that their needs are not just important to you, but to everybody in the organization. Here's an example of how it might work in a telephone conversation where you are connecting a customer to somebody in a different department: Shaun Belding | www.beldingtraining.com.
Callminer
NOVEMBER 28, 2022
Call center metrics, including call tracking metrics, can make improving operations at your contact center much easier to manage. Read this blog for the top metrics to consider and measure.
Fonolo
NOVEMBER 8, 2022
High call volumes are three words that can strike fear into the heart of any call center professional. Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries. The occasional call spike is hardly cause for concern — however, if your call center agents are struggling to manage daily volumes , you risk a lot more than a few abandoned calls.
Adrian Swinscoe
NOVEMBER 18, 2022
Whenever we face a problem, why is it that we invariably jump into fix or solution mode? Why don’t we spend more time understanding the problem? […]. The post The Problem Pause first appeared on Adrian Swinscoe.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
Inside Customer Service
NOVEMBER 3, 2022
The original Shake Shack location is in New York City's Madison Square Park. The first time I visited, Al Roker was there. Roker was handing out samples of his new Roker Burger. It was a special burger he created with Shake Shack to raise money for No Kid Hungry , a nonprofit dedicated to ending childhood hunger. A Today Show crew was there to film the segment.
The Belding Group
NOVEMBER 30, 2022
The ability to break through the talking and actually get things done is the hallmark of all highly successful people. Shaun Belding | www.shaunbelding.com.
Intercom, Inc.
NOVEMBER 17, 2022
We talk a lot about scaling when there’s VC funding involved, but bootstrapping is a whole other game. When there’s no outside capital flowing in to help you grow quickly, you need to be scrappy, ruthless in your priorities, and, let’s be frank, have a high risk tolerance and unwavering perseverance to pick yourself up back up again, and again, and again.
Callminer
NOVEMBER 6, 2022
Frank Sherlock, CallMiner's VP of International, will be at Credit Connect’s Technology Think Tank on Nov. 17, 2022 for a session on how economic change has impacted customer engagement.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Fonolo
NOVEMBER 22, 2022
Whether you’re diving into a new industry or looking to brush up on your skills, training courses can benefit professionals at any stage of their career. This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. Fortunately, e-learning has made call center management courses more accessible than ever.
Adrian Swinscoe
NOVEMBER 9, 2022
Many publicly listed technology stocks have been having a torrid time of late as investors move away from lofty visions and future promises of growth to […]. The post Is the contact centre going to be the next big tech frontier? first appeared on Adrian Swinscoe.
Customer Service Life
NOVEMBER 10, 2022
Image by www_slon_pics from Pixabay. This article was originally published on CustomerThink and is being reposted with permission from the editor. A customer contacts us with an apparent product issue. With a bit of digging, we discover a larger bug or problem that may need to be addressed by engineering. Before reporting to engineering we get a sense of how many customers are impacted by the issue.
The Belding Group
NOVEMBER 30, 2022
One of the reasons that this experiment works so quickly and the results are so dramatic is that good listeners are in incredibly short supply. The reality is that most people prefer talking - and most of us aren’t nearly as good at listening as we think we are. Shaun Belding | www.shaunbelding.com.
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
Customer Think
NOVEMBER 22, 2022
Marketing a business online can take many different forms, use various types of media and focus on a range of digital platforms and networks. But irrespective of where your main focus lies in the online marketing landscape, creating great written content will be a significant part of that mix. However, producing popular, informative, engaging content […].
Callminer
NOVEMBER 2, 2022
As artificial intelligence becomes more advanced and accessible, it is essential to employ both human service and automation in the contact center. Read on for steps to balance your CX approach.
Fonolo
NOVEMBER 15, 2022
Ah, performance reviews. They’re a staple of almost every workplace, and call centers are no exception. In fact, these engagements are an essential part of running a successful customer service operation. Why? Agent performance directly impacts the caller’s experience. If your agents aren’t satisfied in their daily work, or they’re not doing their job properly, it can spell disaster down the road.
Adrian Swinscoe
NOVEMBER 29, 2022
Today’s interview is with Katie Christian who is the Head of Customer Success at Calendly one of the fastest-growing product-led growth companies. Katie joins me today […]. The post Time, customer experience and driving retention and growth – Interview with Katie Christian of Calendly first appeared on Adrian Swinscoe.
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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper
Intercom, Inc.
NOVEMBER 30, 2022
This month, we’ve been working on email, security, and tooltips – and that’s just the beginning. Welcome to the November edition of Built for You. It’s that time of year again! As we approach the holiday season, your support team will no doubt be looking for ways to become more efficient, more effective, and less strapped for time – all while maximizing customer satisfaction. .
The Belding Group
NOVEMBER 30, 2022
If you're like most people, though, even though you know how important the skill of listening is, you've probably never taken the time to actively improve that skill. Shaun Belding | www.shaunbelding.com.
Customer Think
NOVEMBER 22, 2022
In B2C environments, CRM solutions are essential to maintaining client relationships over time. Managing online retail customers is crucial for any eCommerce platform to run smoothly. Standard CRM systems in eCommerce allow you to register, track, and utilize data about customer interactions. Business owners use CRM systems to assess the big picture of their customers’ […].
CSAT.AI
NOVEMBER 17, 2022
Automation covers technologies across many processes and fields. In regard to customer service it’s using technologies instead of people to accomplish both customer facing and back end tasks. Customers are leaning into automation according to McKinsey research. Though the majority surveyed (79%) use the telephone to connect to service, it’s also the channel that most (75%) don’t want to use in the future.
Speaker: Donna Weber - Customer Onboarding Expert
Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.
Fonolo
NOVEMBER 29, 2022
New call center managers have a lot to wrap their minds around. Coming in fresh to a new company allows you to implement improvements and make real change happen. But with the opportunity to grow comes with, well, growing pains. Overhauling your call center operations can seem outright impossible without a little guidance and know-how. Whether you are that new call center manager or a seasoned pro who wants to pick up some new ideas, we’ve packaged everything you need to know to help you improve
Adrian Swinscoe
NOVEMBER 21, 2022
Today’s interview is with Josh Feast, the CEO and Co-Founder of Cogito, who provide real-time AI coaching & guidance for contact centers. Josh joins me five […]. The post Five years on and real time guidance is now becoming a must have for a modern CX organization – Interview with Josh Feast of Cogito first appeared on Adrian Swinscoe.
The DiJulius Group
NOVEMBER 14, 2022
Today the U.S. has 3.4 million fewer workers participating in the job market compared to before the pandemic. Businesses have tried numerous strategies to cope with the lack of human labor—everything from reducing their operating hours to raising wages, to offering four-day work weeks. But recently they have hit upon a new strategy, one that. Read Full Article.
Shep Hyken
NOVEMBER 30, 2022
A restaurant took its most popular item off the menu. It had been on there a long time, and the owner decided it was time to make a change, even though it was his guests’ favorite dish. . A company changed its invoicing terms. It wanted to tighten its terms to get paid sooner, with larger penalties for late payment. . A retail store changed its return policy.
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Churn starts within the first 30 days of customers purchasing a product. A lot of it comes down to the first impression customers get through the onboarding process. A poor experience can result in losing current and future customers, and unnecessary overhead. It’s important to know what a poor onboarding experience looks like, the associated hidden costs, and how to build a top-tier onboarding experience for your customers so you can avoid losing hard-earned revenue.
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