March, 2021

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Tips & strategies for improving customer experience

Callminer

Read this blog to learn how the right tips and strategies can help your organization deliver positive, effective customer experience.

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Contact center agent satisfaction remains high after a rough year

Inside Customer Service

This past year has been tough on contact center agents. The pandemic shifted more agents to working at home. Those who were at home already likely had their lives disrupted in some other way. Some contact centers endured unimaginable spikes in volume. Others saw their businesses dry up and were forced to lay people off. A report from Benchmark Portal found that agent satisfaction has remained fairly high.

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Trending Sources

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Health matters: Store and process healthcare data in a HIPAA-compliant manner using Intercom

Intercom, Inc.

The onset of COVID-19 has accelerated a digital transformation in the healthcare industry, resulting in changes to how patients receive care and how medical records are stored and processed. From healthcare providers to insurers and others, the pandemic is rapidly driving organizational change and prompting businesses to consider future needs by adopting new technologies to replace or assist with historically manual workflows without compromising on care or privacy.

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Best Technologies for Small Businesses

Win the Customer

Running and maintaining a small business is a challenge. Because of limited personnel and limited financial resources, small business owners often need to wear multiple hats to keep their business afloat like the use of another address for their mailbox company. The Importance of Using a Secure Fax and a virtual office address where the service provider will forward all of your mail, this is a really good one for Modern technology has made it easier for small business owners to manage and trac

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Interview: Creating a Clean Experience

Heart of the Customer

How would you respond if your deliberately behind-the-scenes customer experience efforts were suddenly thrust to the foreground? That’s the challenge Office Pride Commercial Cleaning Services’ CEO Todd Hopkins faced when COVID changed the way we all think about cleaning. I met Todd after customer service guru Shep Hyken recommended him in response to my call […].

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What is the Connection Between ASA and Service Level?

Fonolo

You’ve probably heard the terms ASA and service level. But what do they really mean? KPIs, or Key Performance Indicators, are metrics used by contact centers to measure success and performance. There are many important KPIs, but these are arguably two of the most important. So how do they work? We’ll explore the relationship between these two KPIs and find out how you can use them to improve your contact center!

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How to fix customer experience by keeping your promises

Inside Customer Service

Domino’s helped me survive college. My school had a deal with the local Domino’s franchise where you could use your meal plan to order a pizza. The meal plan even covered the delivery driver’s tip. It was way too convenient for a student who was strapped for cash. To say I ordered a lot of Domino’s was an understatement. I ordered A LOT of pizza. And when I wasn’t ordering Domino’s, my friends were.

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Decision time: Our new product decision-making framework

Intercom, Inc.

There are many ingredients involved in successfully building a great product, but fundamentally it all boils down to a series of decisions. And it’s the quality of those decisions – and the speed at which you can make them – that will dictate how fast you can bring value to customers and realize positive impact for your business. That can be said of most businesses, at any scale, but too often the hard job of thinking about how businesses make decisions goes unexamined, never mind improved

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Customer-Centricity: What Exactly Is It?

Futurelab

The terms “customer-centric” and “customer-centricity” get thrown around a lot; oftentimes, it’s quite clear that they’re being used out of turn. I believe “customer-centric” is often confused with “customer focus,” and the two are very different. Let’s look at some definitions. Tags: Annette Franz (Gleneicki) culture customer experience customer focus customer centricity Facebook Like.

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Don’t Leave Your Customers in the Dark!

Heart of the Customer

At Heart of the Customer, we work across many different industries – in the past six months alone, we’ve partnered with life insurance, SaaS software, healthcare delivery, property and casualty insurance, non-profits, and staffing enterprises. These organizations serve a wide variety of customers who have very different needs. Or do they? We’ve found that there’s […].

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Customer service training needs to be on your short-term bucket list

Shaun Belding

Customer service training needs to be on your short-term bucket list Reprinted with permission from Winning at Work Back in the olden days — say, five years ago — customer experience was recognized as the great competitive differentiator. The experience organizations provided for customers was a powerful force that made them stand out. The […].

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AI + collections: How technology can help organizations adapt to change, fast

Callminer

Learn how AI and other technology can help support collections organizations. CallMiner will be speaking at the Collections Technology Think Tank 2.0 on March 18.

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How to get back-of-house employees to be customer-focused

Inside Customer Service

Before the pandemic began, I had just started volunteering to do trail maintenance at Mission Trails Regional Park in San Diego. (The pandemic has shut that down for now.) Mission Trails is a large, open-space park with miles of hiking and mountain biking trails. Trail maintenance volunteers clear brush, control erosion, and otherwise make trails safer and more enjoyable to use.

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Intentions matter: How to uncover the why behind customer questions

Intercom, Inc.

Customers reach out to you when they hit a roadblock in using your product and getting their job done, so it’s essential that you’re able to provide them with the right answer, quickly. But when it comes to customer support, all of your great product knowledge and technical skills will go to waste if you’re answering the wrong question.

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Software Composition Analysis: The New Armor for Your Cybersecurity

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?

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Customer Engagement: Beyond Personalization to Hyper-Personalization

Futurelab

I originally wrote today’s post for GetFeedback. It appeared on their site on March 1, 2020. According to Salesforce , 51% of customers expect that brands will anticipate their needs and make relevant suggestions before they make contact – by 2020. Well, here we are! Tags: Annette Franz (Gleneicki) customer experience personalization personalized Facebook Like.

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UPS Fail: Mishandled With Care

Heart of the Customer

Operational mistakes happen. If a company handles them well, customers will forgive the occasional lapse. But UPS’s recent operational lapse on a very sensitive item actually went from bad to worse. The good news is, we can learn from their mistakes to produce a better emotional outcome for our customers. And that outcome matters: When […]. The post UPS Fail: Mishandled With Care appeared first on Heart of the Customer.

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Sound and Smell: The Crucial Missing Aspect in Your CX Design

Beyond Philosophy

What do the song “Fine Line” by Hootie and the Blowfish and the scent of air conditioning have in common? They are two things my family associates with taking holidays in the US. Once they hear the song or walk into an air-conditioned building, they are transported to our family trips in the US when they were young. However, these examples also represent critical areas for your Customer Experience design.

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Welcome to the CallMiner Research Lab blog: The cutting edge of innovation

Callminer

Welcome to the CallMiner Research Lab blog! We are excited to share what we are working on and what we are thinking about.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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

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The one customer insight you absolutely must know

Inside Customer Service

Sometimes, you just get lucky. Years ago, I became the membership director for the San Diego chapter of the American Society for Training and Development (ASTD San Diego). It's a nonprofit professional association for corporate trainers. Membership grew 67 percent over the course of my two year term. It might surprise you to learn we didn't resort to any traditional tactics: Lower our prices Offer new member discounts Run a membership drive What we did instead was leverage one specific insight t

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Strategies to avoid burnout and manage your workload

Intercom, Inc.

When you’re working in a fast-paced industry, it’s all too easy to reach burnout no matter what role you’re in. And when you work on multiple concurrent projects and across lots of teams, the risk of burnout isn’t just high, it can feel inevitable. Many individual contributors (such as researchers, visual designers, content strategists, data scientists) who work horizontally across teams can be viewed as an infinite resource.

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Breaking Down Silos Between Product and CX

Futurelab

I originally wrote today’s post for GetFeedback. It appeared on their site on July 19, 2020. Designing and delivering a cohesive end-to-end customer experience is important for brands to do. To make this happen, your entire organization must be integrated and aligned to work toward that goal. In this article, I’ll address the gap between two important parts of your organization that must be bridged in order to achieve this goal.

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Joseph Michelli: What’s the Purpose of Your Business?

Bill Quiseng

“You will be the same person in five years as you are today except for the people you meet and the books you read.” Charlie “Tremendous” Jones. Believing in this mantra for years, as an avid reader of the books by Dr. Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary.

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When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

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.

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The Only Call Center Agent Performance Metrics You’ll Ever Need

Fonolo

Tracking is vital to providing a great customer experience and running a call center. But most metrics that contact center managers use to measure agents focus on optimizing them rather than encouraging them. And they usually end up doing neither. Top Contact Center Trends 2021. Your contact center runs on technology , but it’s your agents doing the running.

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Empathy is a Powerful De-escalation Tool

Myra Golden Media

Many people are surprised when I bring up empathy in my de-escalation workshops. They’re looking for hard-hitting tools and frameworks to help them bring down the temperature in interactions with customers. But empathy? How does this soft skill fit in? Empathy helps you come across as a compassionate, non-judgmental listener. With customers in intense situations, empathy helps you begin the de-escalation process.

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5 Rules for Making Customers Feel ‘Cared For’ and ‘Valued’

Beyond Philosophy

Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued. Before we get into the rules, it’s essential to know what you’re aiming at and why.

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3 key takeaways from International Women’s Day 2021

Intercom, Inc.

At Intercom, we know how important it is to create a balanced, equitable workplace. It’s not just that more diverse teams are more effective and more profitable ( though they are ); but, as Karen Peacock, our CEO, says , “It’s just the right thing to do.”. “The world is a better place when everybody can be their best,” Karen says. “Each of us should be able to be all the things we want to be, however we identify, however we want to show up, whatever we’ve been counted out of in the past.”.

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The Hidden Costs of Poor Customer Onboarding

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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Customer Journey Infographic: Visualizing Your Customer’s Experience

Totango

The traditional customer journey infographic envisioned the customer’s experience from a sales and marketing standpoint, visualizing a funnel marking the steps from a lead acquisition through a sale, also known as the buyer’s journey. The traditional approach fails to see things from the perspective of the customer, instead, it takes a company-centric approach, splitting these into multiple journies each handled by a different department; marketing, sales, onboarding, retention.

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Job Opening: Global Senior Manager, Consumer Response

Taylor Reach Group

Hello we are working with a client to identify and fill this role (below), if you are interested in this opportunity please send you resume to my email ctaylor@thetaylorreachgroup.com and include ‘GSM Applicant’ in the subject line. Global Senior Manager, Consumer Response. What makes this a great opportunity? WHAT WILL I BE DOING? In your role as Global Senior Manager, Consumer Response, you will be part of our success by: Developing and delivering a roadmap for responding to incom

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How to Create a Call Center Agent Satisfaction Survey That Drives Actual Change

Fonolo

We’ve all heard about customer satisfaction. But have you considered the impact of your agent satisfaction? It’s more important than ever to pay attention to your staff and motivate them on the daily. Yet less than 30% of contact centers track this metric, despite its direct impact on standard industry KPIs. If you don’t know the state of your agents’ satisfaction levels, it can be difficult to create positive change.

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The European Customer Experience Organization is now live! The Time to Evolve Together arrived!

eglobalis

The European Customer Experience Organization the real associationpractical , employee experience , experience design , innovation launch Ricardo Saltz Gulko and Adrian Swinscoe. The post The European Customer Experience Organization is now live! The Time to Evolve Together arrived! appeared first on Eglobalis.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib