Customer Service Life

OCTOBER 13, 2020

Image by Daniel Reche from Pixabay. I recently wrote an article about a new quality process where I coached my team without showing them a score. So far it’s going great and the team has been receptive to the coaching. The other day I was reviewing emails sent to our customers to make sure they were doing all of the following behaviors (Coincidentally, these are the behaviors on our quality form): Making a human connection.

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Heart of the Customer

OCTOBER 15, 2020

I’ve always been a big reader, but the pandemic has given me even more time to indulge my passion. I recently devoured Conscious Capitalism, by John Mackey and Rajendra Sisodia. It really struck a chord with me, particularly this paragraph calling on businesses to stop using the term consumer: “Businesses must think of their customers […]. The post What’s in a Name?

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Voice of the Customer Customer Relationship CX Customer Experience 167

Fonolo

OCTOBER 15, 2020

Are you truly listening to your customers? Sure, your agents hear their concerns and issues each day. But staying in tune with their desires and expectations requires a more deliberate effort. . Customers are not forthright with their expectations, but they know a sub-par experience when they encounter one. And if you want to keep them happy and brand-loyal, you need to develop solutions to their problems.

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Beyond Philosophy

OCTOBER 15, 2020

Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too. As we prepare for the next generation and level of putting the customer at the center of everything we do for a Post Pandemic world, we should remember that the critical part to achieving what we want (aka, customer-driven growth) is getting inside the customer’s mind.

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Customer Experience Management Customer Experience CX Customer Service 131

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Myra Golden Media

OCTOBER 14, 2020

The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It Worked on My Husband!) The technique is: Here’s what we know Here’s what we’ve done Here’s what’s next Grab the worksheet I mention right here. When you use these steps in your next challenging conversation with a customer, you’ll be more assertive and in control of the interaction.

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Customer Service Customer Experience 116

Kate Nasser

OCTOBER 11, 2020

Stop before you get to the top of the excuse meter to preserve trust & professional relationships! Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post The Excuse Meter: Yikes! Stop Before You Reach the Top | #PeopleSkills appeared first on KateNasser.com.

Customer Service 109

Customer Service 109

Taylor Reach Group

OCTOBER 14, 2020

By Colin Taylor. In the age of Linked In, everyone claims to be an expert and the challenge for most people is how do you tell the real experts from the self-appointed? I would humbly suggest that there a few factors to consider; What have they done and where (locations and verticals)? In short, what is their experience? Do they share their knowledge, through articles, posts, speaking at events?

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Net Promoter Score Contact Center Direct Marketing CRM 103

TeamSupport

OCTOBER 14, 2020

In Part 1 of this blog series, we introduces why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. Now in Part 2, we dive into tips for enabling collaboration and engagement among support team members.

Gaming 98

Gaming Start-ups B2B 98

DMG Consulting

OCTOBER 13, 2020

IVAs Role in Delivering a Great Service Experience. Three years ago, few companies had heard of intelligent virtual agents (IVAs), and fewer were willing to invest in them. Today, companies are trying to put these solutions in production as quickly as they can. (There’s nothing like a worldwide pandemic that requires people to social distance to emphasize the mission-critical nature of intelligent, artificial intelligence (AI)-based, omni-channel self-service solutions.

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ML Machine Learning Artificial Intelligence AI 87

Qualtrics

OCTOBER 12, 2020

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B2B Customer Experience 179

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.

Retail

Kate Nasser

OCTOBER 11, 2020

Stop before you get to the top of the excuse meter to preserve trust & professional relationships! Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post The Excuse Meter: Yikes! Stop Before You Reach the Top | #PeopleSkills appeared first on KateNasser.com.

Customer Service 73

Customer Service 73

Beyond Philosophy

OCTOBER 10, 2020

Like the rest of the world, the Customer Experience world is changing. Customers have new expectations and are doing business in new ways. While we adapt to the world that COVID-19 presents, we change what we want as customers and how we think about our relationships with the entities we buy. As Customer Experience managers, we must rise to meet this challenge by getting inside our customers’ minds.

Customer Experience Management 68

Customer Experience Management Customer Experience CX 68

Totango

OCTOBER 13, 2020

Given that peer recommendations are among the most trusted sources of information about a business, positive reviews from existing customers can quickly turn into genuine inquiries from potential new clients. Happy customers can multiply your revenue base since each satisfied client might recommend your services to dozens of their peers. You can activate word-of-mouth recommendations by turning customers into advocates , and display their advocacy through case studies published on your website,

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ProProfs

OCTOBER 16, 2020

Learning is an ongoing process that goes beyond the four walls of a classroom. This is why more and more businesses are starting to see the importance of continuous learning and development (L&D) among their employees. Fortunately, the rise of Software as a Service (SaaS) and other cloud technology has made it easier for businesses and individuals to access different training and development software tool s. .

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Education Technology Technology CRM 59

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.

Voice of the Customer

TeamSupport

OCTOBER 12, 2020

“Right now, you as leaders have only one option: lead your way out of this challenge.” That’s what Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People advised when we sat down with him last Spring. At that time, companies were scrambling to get their employees adapted to the remote work environments.

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Customer Service B2B 59

Qualtrics

OCTOBER 12, 2020

Customer Experience 123

Customer Experience 123

Confirmit

OCTOBER 15, 2020

Register to watch the webinar for your region. Australia. North America. Europe. How did a “side hustle” turn into a sought-after tool? As COVID-19 began to wreak havoc across our personal and professional lives, ENGINE Insights began surveying consumers and looked at third-party data to provide clients with a better understanding of the overall impact.

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Engineering 52

The DiJulius Group

OCTOBER 14, 2020

Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 1 of The Customer Service Revolution Conference, featuring Guy Kawasaki, Jess Pischel, John DiJulius, Corey McCarthy, and Bronkar Lee. This is our 12th year of putting on this event and virtually our first.

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Customer Service Customer Experience 52

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?

Technology

CSAT.AI

OCTOBER 13, 2020

Article updated 2021 – Originally published Sept 2019. Machine learning based tech is becoming more sophisticated with virtual influencers , robot assistants , AI making appointments by phone. Talking tech, it may seem ironic to mention feelings. Remember it is humans that this tech is meant to support. This updated Don’t Diss the Tech article includes how attitudes toward AI have evolved during COVID-19 along with the quotes from Shep Hykin and Jeremy Watkin about best uses of AI in cust

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AI Machine Learning Customer Service Artificial Intelligence 52

Qualtrics

OCTOBER 12, 2020

Customer Journey Map 123

Customer Journey Map 123

Confirmit

OCTOBER 11, 2020

As a part of the 2020 ESOMAR Insights Festival, Kyle Ferguson, Confirmit CEO is interviewed by ESOMAR Head of Public Affairs, Kim Smouter to learn about the new exciting developments the company is spearheading. The Insights Festival is a global, digital event celebrating the data, research and insights community. From opinion polling to consumer insights, the state of our world according to insights, there's loads to discover.

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The DiJulius Group

OCTOBER 14, 2020

Week 2 Recap of The 2020 Customer Service Revolution With over 1,400 leaders from all over the world tuning in, Week 2 of the 2020 Customer Service Revolution did not disappoint. This incredible lineup of experts shared so many brilliant “Ah-ha’s” it almost brought our chat feed down. Here were just a few of the. Read Full Article. The post How to Reimagine…Revolutionize Week 2 appeared first on The DiJulius Group.

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Customer Service Customer Experience 52

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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

CX

Knowmax

OCTOBER 16, 2020

Helpdesk brings all interactions into one interface and allows different. Easy-to-use helpdesk software – Stay connected with your customers.

Customer Experience 52

Customer Experience 52

Qualtrics

OCTOBER 13, 2020

While some character traits indicate an inclination toward leadership capability, it is still a skill, and skills must be developed in order to unleash their true power. I didn’t wake up one morning and realize that I was a leader. However, I did have the passion, drive, and vision to start my own businesses and identify people who looked to me for direction, inspiration, and opportunity.

Education 55

Education Start-ups Gaming Technology 55

Confirmit

OCTOBER 11, 2020

Customer Experience (CX) is still considered by many to be just a soft-and-fluffy activity. The role of CX practitioners often is reduced to capturing and reporting data. Conventional thinking about CX isn’t serving the needs of businesses or CX practitioners. CX pros need to realize that CX is not a softball game; it is a science, drawing upon learnings from fields such as, consumer behavior, sociology, behavioral economics, psychology and economics.

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CX Gaming Voice of the Customer Customer Experience 52

Intercom, Inc.

OCTOBER 15, 2020

This week’s guest is no stranger to this podcast in fact, today’s episode will be his third time appearing as a profiled guest with us. Bob is the President & CEO of The Re-Wired Group and serves as a Fellow at the Clayton Christensen Institute. As a visual thinker, teacher, and creator, Moesta has worked on and helped launch more than 3,500 new products, services, and businesses across nearly every industry.

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Sales Start-ups Engineering Education 265

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

Retail

Knowmax

OCTOBER 14, 2020

Standard operating procedures (SOPs), adherence, and extraordinary results.

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Qualtrics

OCTOBER 12, 2020

Customer Feedback 73

Customer Feedback 73

SugarCRM

OCTOBER 14, 2020

Release Highlights for SugarLive, Nurture Builder, Sell’s Enhanced Renewal Console. width="75%" height="auto" frameborder="0" allowfullscreen="allowfullscreen">. Bringing together the best of all worlds in one place, the new announcement of SugarLive , the omnichannel customer service, and support integration with Amazon Connect is a win for professionals across the business world.

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Omnichannel Customer Service Innovation Sales 32

1 to 1

OCTOBER 12, 2020

The term “digital transformation” is meant to represent faster, more convenient, and more cost-effective ways that companies conduct end-to-end business through digital means. Yet prior to COVID-19, the concept mostly conjured up images of arduous and expensive IT projects that could take years to implement. Mention digital transformation to a CFO, and you would likely get push-back about big expenses and little ROI.

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Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

CX