25 Things Chief Compliance Officers Want Every Contact Center Agent to Know
Callminer
JANUARY 26, 2021
See how maintaining contact center compliance requires cooperation between CCOs, contact center agents and an entire organization.
Callminer
JANUARY 26, 2021
See how maintaining contact center compliance requires cooperation between CCOs, contact center agents and an entire organization.
CX Accelerator
JANUARY 11, 2021
by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.
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Intercom, Inc.
JANUARY 5, 2021
At Intercom, we believe product managers (PMs) should focus on problems , not solutions. Indeed, our first R&D principle is “Start with the problem.” The secret to shipping successful product, then, is clearly defining for your team the problem that you’re setting out to solve. A great problem statement supercharges product development.
Futurelab
JANUARY 10, 2021
I’ve written about change and change management many times over the years. Last year was also and especially a big year to talk and write about change and the challenges and disciplines required to execute change. Tags: Annette Franz (Gleneicki) change change management culture change customer centricity Facebook Like. Linkedin Share Button. Tweet Widget.
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Beyond Philosophy
JANUARY 8, 2021
It is not often in life that you get the opportunity to reset things. However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. We have been through a shocking year of change. Now, we can decide what parts of the change we want to keep to respond to what customers want now. We’ve been doing some work with one of our clients recently who will be doing some research.
Fonolo
JANUARY 21, 2021
Ready to level up your call center team this year? Improving agent performance can seem overwhelming at first, and you may find yourself wondering, “Where to start?” Don’t fret — these eight simple methods are all you need. With some hard work and a little luck, your team will be reaching new heights of operational efficiency ! Set your KPIs. You can’t change what you don’t measure.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
CX Accelerator
JANUARY 11, 2021
by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.
Intercom, Inc.
JANUARY 13, 2021
Our mission at Intercom is to “make internet business personal” – to enable online businesses to foster the same sort of relationships with their customers as “brick-and-mortar” businesses. . The focus on relationships is very intentional – frequent positive interactions encourage loyalty, and loyalty is the bedrock of every sustainable business. .
eglobalis
JANUARY 27, 2021
Customer Experience and Adoption The Impact of Technology Change Requests. The post Customer Experience and Adoption: The Impact of Technology Change Requests appeared first on Eglobalis.
Futurelab
JANUARY 10, 2021
In last week’s post, I wrote about Building Your Multi-Faceted, Multi-Skilled CX Team. I outlined the various skills that you’ll need on your team. An important thing to note is that not all skills needed to execute on your customer experience strategy will come from the core CX team. And not all of the oversight will come from that team, either. Tags: Annette Franz (Gleneicki) customer experience cx strategy governance Facebook Like.
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.
Fonolo
JANUARY 28, 2021
Looking for a secret weapon to improve customer perception? Chances are, you already have one in your arsenal. An unsung hero of the contact center, managers are typically known for overseeing daily operations. However, these individuals hold a lot of value and knowledge by virtue of their position, and often, their resources remain untapped and underutilized.
Callminer
JANUARY 6, 2021
Read this article to learn how omnichannel technology can enhance customer service.
Customer Service Life
JANUARY 25, 2021
Image by Andrzej Rembowski from Pixabay. In a household with three elementary age boys, it may not come as a surprise that we’re inundated with Legos. In fact, I’m pretty sure I could build an addition onto my house just using Legos. My wife, however, threw me a curveball this year when she asked for a Lego set for Christmas. But not just any Lego set.
Intercom, Inc.
JANUARY 20, 2021
Most companies spend huge budgets creating content to get people to sign up to their product. But once a customer signs up, it’s left to a handful of badly written FAQs to help people get the most from the product. It’s no wonder up to 60% of users who sign up for a free trial use a product once and never come back. At Intercom, we believe that providing educational and motivational help content leads to loyal and engaged customers.
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.
eglobalis
JANUARY 9, 2021
Digital Experimentation 7 Principles – That Impacts Customer Experience, Technology and Your Bottom-line. The post Digital Experimentation 7 Principles – That Impacts CX, Technology and Your Bottom-line appeared first on Eglobalis.
Futurelab
JANUARY 10, 2021
How do you define customer trust? How do your customers define trust as it relates to your brand? Tags: Annette Franz (Gleneicki) customer experience core values trust Facebook Like. Linkedin Share Button. Tweet Widget.
Fonolo
JANUARY 7, 2021
Customer perception of service is a key component of customer perception. How well you service and support your customers will distinctly impact how your customers feel about your brand, product, or service. How to Improve Customer Perception of Your Brand. That said, it’s important to know the difference between customer perception of service, general customer perceptions, and customer satisfaction.
Heart of the Customer
JANUARY 16, 2021
Customer experience has three components: Effectiveness, Ease, and Emotion. But too often, CX programs focus only on the first two. Why? Because they’re simpler to address. Emotion is more elusive and complicated. But it’s where true loyalty is earned (as opposed to just preventing disloyalty). That message hit home to me when my Fitbit died…again! […].
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?
Myra Golden Media
JANUARY 5, 2021
Continue the training with me? Join me at De-escalation Academy. This tip is from my De-escalation Academy. In De-escalation Academy, your employees go from feeling overwhelmed and powerless when they have to give customers bad news, to feeling confident, firm, and in-control as they bring down the temperature in interactions and guide customers to next steps.
Intercom, Inc.
JANUARY 14, 2021
When it comes to making something people want, Hubert Palan always does his homework. With a background in computer science and an MBA, he soon realized that understanding the markets and customers is as important as building the products. And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products.
Kerry Bodine
JANUARY 27, 2021
Never in my life have I witnessed so many people collectively anticipate the turn of a calendar page. Yet many of the challenges from 2020 still remain. And, at least here in the United States, we’ve ushered in the new year with political turmoil that almost guarantees the year ahead will give 2020 a run for its money. Still, the turnover to a new year brings with it a sense of optimism.
Futurelab
JANUARY 10, 2021
What’s the secret to a great customer experience? I’ll keep today’s post simple – and fun. Bob Farrell , founder of Farrell’s Ice Cream Parlors, shared the secret to a great customer experience in 1973 (yes, almost 50 years ago!!), when he developed a motivational speech for new employees called Give ’em the Pickle! , based on a letter he received from a disappointed customer.
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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
Fonolo
JANUARY 14, 2021
Fostering an inclusive work environment is essential if you want a high-performing contact center team. If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. And high turnover rates won’t just hit you in the wallet — it also impacts morale, which will affect any new hires.
Heart of the Customer
JANUARY 20, 2021
After reviewing The Journey Mapping Playbook earlier this month, it struck me that one of the biggest misses in the book (outside of the flawed methodology) was its failure to touch on Moments of Truth. Those are the key interactions that have a disproportionate impact on a customer’s overall perception of the journey. Don’t make […]. The post The Truth About Moments of Truth appeared first on Heart of the Customer.
Myra Golden Media
JANUARY 27, 2021
Here are four things you can do to move your chat interactions along faster. One. Check for understanding early on and as often as it takes. Don’t assume you understand what the customer is saying. Just ask the customer what they mean. Like this: “You’re asking me how your employees can add an avatar to their eLearning profile, correct?
Intercom, Inc.
JANUARY 27, 2021
Built to help brands connect with their customers in more meaningful ways, Typeform is an interactive survey platform with a vision to create a world of more personal business relationships. Focused on realizing that vision by empowering and supporting their customers is Christine Werner, Typeform’s Senior Director of Customer Success. This is the fifth in a recurring series of articles looking at how modern support leaders are navigating the support landscape as it continues to evolve.
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.
The DiJulius Group
JANUARY 27, 2021
It is the Service Stupid | How one company increased profit by $400k a month by improving customer experience 4 Quick Tips to Help you Make Price Irrelevant 1. It is the Service Stupid A small number of companies have now redefined what customers expect from brands. In short, the most successful companies in the. Read Full Article. The post Want to Know the Secret?
Beyond Philosophy
JANUARY 15, 2021
As we all interact more online than we ever have before, digital experiences are becoming an essential part of your CX. Like a physical experience, digital experiences should center around customers and focus on what they want so you can get what you want, customer-driven growth. However, there is also nothing wrong with giving people a little Digital Nudge in the right direction.
Fonolo
JANUARY 19, 2021
The difference between a ‘ call-back ’ and a ‘ virtual queue ’ is subtle in definition but significant in outcomes. Many contact center managers have been distraught to find that what they needed was a call-back, but what they got was a virtual queue. 5 Amazing Reasons to Add Virtual Queuing to Your Contact Center. Fonolo has been the call-back specialist for over a decade, so we know a thing or two about what makes a call-back different from a virtual queue.
Doing CX Right
JANUARY 17, 2021
Are there people in your family that were business transformational leaders? Read Stacy Sherman's story and leadership lessons to inspire your success. The post 10 Leadership Lessons From Growing Up With A Wallstreet Mom appeared first on Doing CX Right.
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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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