Sat.Mar 05, 2016 - Fri.Mar 11, 2016

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7 Call Center Best Practices from Industry Experts

Callminer

To uncover some of the best ways to drive call center efficiency, CallMiner compiled a list of call center best practices from industry experts. Read more.

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Use of Live Chat or Social Media for Customer Service: One More Way to Make or Break Your Brand!

Bill Quiseng

In 2011, An American Express survey found that Americans tell an average of 9 people about good experiences and 16 people about poor experiences. Today, just five years later, people may still tell an average of 9 people about good experiences, but if they have a bad experience, they can now tell the entire world via social media. We have all seen the word “viral” tagged to a personal story about bad customer service more often than a good one.

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Trending Sources

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Creating a “Heart-Wired” organization – an interview with Chrisie Scott, VP Marketing at Meridian Health

Heart of the Customer

While all customer experience strategies are important, healthcare brings it to a whole new level. Patient experience, and the potential for harm, amps up the significance of customer experience principles, creating literally life-changing outcomes. That’s why I really enjoyed working with Chrisie Scott, VP Marketing at Meridian Health, a leading and still growing integrated health […].

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Get Personal, It’s Business!

Beyond Philosophy

There is an old saying that goes, “It’s not personal; it’s just business.” This statement is complete rubbish. I think business is personal, especially when you are trying to build a relationship with your customers. Zig Ziglar, author and renowned speaker, said, “If people like you they’ll listen to you, but if they trust you they’ll do business with you.

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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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7 Call Center Best Practices from Industry Experts

Callminer

It goes without saying there is no one-size-fits-all solution for how to run an efficient call center. While solutions such as speech analytics technology, agent scorecards, and social monitoring can help to improve agent performance and provide for a better customer experience, the fact of the matter is that each individual call center will need […].

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Why Your Digital Platform Needs ‘Real’ Human Customer Experience

Win the Customer

Not so long ago, I was a complete rookie to the blogging world. When I started to benchmark hosting sites, I felt lost. You know the feeling when you have to choose between many options but you don’t have all the knowledge and understanding to make a sound decision? Horrible. But I had no choice. I needed to select a hosting site to start my blogging adventure.

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Discover a Key to Successful Advertising

Beyond Philosophy

Do you use humor to get over your message? Some brands are particularly good at it. If it’s done well, a funny tone of voice can make a brand more memorable and attract a big following. A recent blog cites Old Spice as an example of a big brand that uses humor effectively, in its “The Man Your Man Could Smell Like” ad campaign. Embedd this video in blog.

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Three most important factors for contact center success

Callminer

For any contact center to thrive, its decision-makers need to have the right priorities.

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Are Smart Things Really Smart?

C3Centricity

Last week I wrote a long post on “The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service“ So this week I wanted to write a shorter thought piece on a topic getting a lot of airtime these days; that of smart things, the IoT or the Internet of Things. We [.]. The post Are Smart Things Really Smart?

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Unreliable Customer Experience = No Social Media Love

Customer Bliss

Ever since social media became a force, the idea of ‘social media love’ — getting positive feedback from clients and customers and fans, essentially — has been something that many brands aim for in the social space. Here’s where it all begins: for many organizations, the bottom-line business value of social media can be hard to prove.

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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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Spring Cleaning Your Customer Service From Inefficiencies

Provide Support

Cleaning Customer Service from Inefficiencies. Inefficiencies in customer service affect not only the company’s profits and image, but contribute a lot to customer frustrations. Spring time always feels like a proper time for cleaning. Let’s take this opportunity to clean the relationships with our customers. There are 6 major pain points that consumers all over the world are complaining about.

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Deliver Top Notch Customer Service Even in Highly Regulated Industries

Kate Nasser

Leaders ask: Can we deliver top notch customer service even in highly regulated industries. The People Skills Coach™ says yes absolutely. Here's how. The post Deliver Top Notch Customer Service Even in Highly Regulated Industries appeared first on KateNasser.com.

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Why Be a Great Place to Work?

CX Journey

Image courtesy of Unsplash How does your employee experience rate relative to other companies? Would your employees consider the company a great place to work? Why does that matter? While a "great place to work" might be in the eye of the beholder, I have my thoughts on what drives a great employee experience and what comprises an employee-centric culture.

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Chick-fil-A bringing back family time | Do you trust your Customers?

The DiJulius Group

Chick-fil-A bringing back family time by offering a cellphone challenge How many times has this happened to you; you go to dinner with your family and you realize no one is talking because they are all on their phones checking their Facebook status, Twitter & Instagram accounts and responding to texts? I am embarrassed to […].

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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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Anticipating What Customers Need from Customer Service

1 to 1

This week, I'll be attending Enterprise Connect in Orlando where I expect to have a lot of discussions with people about communications trends involving the contact center and customers. Based on the content in the meeting invites I've received, I also expect a lot of chatter about WebRTC, Unified Communications, and the expanding use of video to strengthen the customer experience.

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Digital Age People Skills: JOIN #Peopleskills Chat March 13th 10amEDT

Kate Nasser

JOIN our #Peopleskills global Twitter chat this SUN. 10amEDT/2pmGMT to explore digital age people skills. Host: Kate Nasser, The People Skills Coach™ w/ co-host Gurpreet Bajaj. Do tech and people skills collide or connect? The post Digital Age People Skills: JOIN #Peopleskills Chat March 13th 10amEDT appeared first on KateNasser.com.

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Building Relationships - In Business and In Life

CX Journey

Image courtesy of vasilennka Today I'm pleased to share a guest post by Paul Laughlin. So, the romance day of the year - Valentine's Day - is now behind us. It is surely a time when people think about their relationships. Beyond their significant others, though, I wonder if many business leaders spare a thought for their work-related relationships? I ask because of seeing so many companies, over so many years, take a simplistic, and at times patronising, approach to "building relationships" with

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Going the Distance to Improve Customer Service

1 to 1

Today's consumers are constantly connected to the Internet, with millions of people doing more and more from their smartphones. These mobile users increasingly expect seamless communications with companies from their devices. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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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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A Mental Health Practice Takes on Negative Customer Reviews

1 to 1

It's not a surprise that patients demand the same level of convenience and prompt service that they would receive from other businesses. Nearly three out of four (73 percent) of consumers believe that valuing their time is the most important thing a company can do to provide them with good customer service, reports Forrester Research. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Bracing for Change

1 to 1

These days the news of retailers closing stores is becoming as common and uncomfortable as a Trump insult, a baffling Kanye Tweet, or a Kardashian photo opp. They seem to happen every time we turn on the TV or open a Web page but there's no way to stop them. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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