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 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.
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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JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?
Intercom, Inc.
NOVEMBER 9, 2022
Few books have chronicled how innovation takes place – and how market leaders fail to seize it – as well as Clayton Christensen ’s seminal book The Innovator’s Dilemma. First published in 1997, the bestseller has influenced several generations of entrepreneurs, startup founders, and tech enthusiasts. It’s kind of a modern-day cautionary tale. As companies become more established, they naturally start allocating their resources based on the needs of their most profitable customers, on building re
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.
The Belding Group
NOVEMBER 15, 2022
Too often we expect our teams to grow and flourish, but we don’t provide them with the conditions they need to succeed – things such as good working conditions, adequate training or a meaningful support system. Shaun Belding | www.shaunbelding.com.
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.
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.
Intercom, Inc.
NOVEMBER 30, 2022
At this year’s Web Summit conference in Lisbon, I gave a talk on how businesses should think about weathering these tough economic conditions, and indeed how they can actually find growth during them. You can check out the slides here, or read on for an illustrated transcript of my talk. Hi, I’m Des from Intercom. I hope you enjoy Web Summit and when it’s over I hope you return to offices, bedrooms or boardrooms with some good takeaways, new contacts, and also a little bit refreshed and re
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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.
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.
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.
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.
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.
Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author
Are you looking to elevate your CX support strategy? Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others. With the numerous changes in the market, it is critical that your CX strategy can evolve and better support your customers regardless of where they are in their journey.
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.
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.
Intercom, Inc.
NOVEMBER 23, 2022
The process of an acquisition is, more often than not, a black box. Behind closed doors, negotiations are dragged on for months while founders and executives figure out ways to eliminate friction and create a synergy that can drive the most value of their shared cultures, processes, and systems. It’s precisely the success of that integration that often dictates the success of the overall acquisition.
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.
Speaker: Megan Burns, Founder and Principal of Experience Enterprises
You can have the best CX strategy in the world, but if you can't get your organization to execute it you may as well have nothing. Unfortunately, that's the biggest challenge most CX leaders face: galvanizing people outside their team to take action on - and ultimately ownership of - CX work. This talk explores the functional and psychological roadblocks that keep others from embracing CX even when they think it's important and offers practical guidance on how to break through those barriers so
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.
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 […].
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.
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.
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Since the inception of cookies in 1994, advertisers and brands have come to depend on them as a tool to help websites remember users. Consumers have tolerated them as a necessary cost of doing business online, even as they’ve grown to loathe them. As the end of third-party cookies looms ever closer, some consumers are rejoicing in their demise while many advertisers and brands worry about how they’ll move forward without them.
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.
Lumoa
NOVEMBER 2, 2022
Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023. In this live panel discussion, experts in the field discussed the challenges telcos are facing, the importance of integrating a CX Strategy into a business, and more. This blog will share some of the highlights of the webinar.
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’ […].
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
Adoption and innovation are swift and ongoing. Contact center operators have been buffeted by the pandemic, work-from-home initiatives, the great resignation, and quiet quitting. As a result of these changes, new challenges have emerged, requiring contact centers to undergo major transformations. These challenges include the retirement of the baby boomer generation, low unemployment, the recession, and consumer trends that call for proactive customer engagement. 2023 is around the corner and as
Fonolo
NOVEMBER 17, 2022
Contact centers’ conversion to SIP trunking technology has been an ongoing industry success story. Why? For starters, using SIP technology to enable voice and video calls, messaging and data transmission saves money: up to 50% according to Gartner analysts. And SIP trunking is super-flexible; it makes it easy for contact centers to add advanced features like speech analytics, Visual IVR , and scheduled call-backs from third-party vendors.
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.
Intercom, Inc.
NOVEMBER 9, 2022
At Intercom, we take pride in what we ship – from the planning stage right through to customer feedback and iteration. When I first started designing digital products, my goal was to get the design of the solution to its final destination: the engineering team. I’d hand it off to the engineers and by the time they’d start coding, I’d have moved on to focus on the next project.
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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JUST RELEASED! The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus the phone amongst 18–35-year-olds—the first time online chat has eclipsed phone! At the same time, customer patience is dropping, with 35% of respondents willing to wait only a few minutes before re-contacting a company.
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