Knowmax

NOVEMBER 13, 2022

The post 7 Ways How Knowledge Management Improves Call Center Productivity appeared first on Knowmax.

52

52

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.

213

213

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.

Customer Service 211

Customer Service Start-ups 211

Callminer

NOVEMBER 17, 2022

Agents play a significant role in customer satisfaction. Read this blog for tips and best practices to improve frontline agent experience, including effective onboarding, ongoing training and more.

Customer Satisfaction 182

Customer Satisfaction 182

Speaker: Joe Cicman - Principal Analyst at Forrester, and Jason Cottrell - CEO & Founder at Orium

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.

Retail

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.

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Adrian Swinscoe

NOVEMBER 13, 2022

Today’s interview is with Jim Tincher, Founder and Mapper in Chief of journey mapping and customer experience consulting firm, Heart of the Customer (HoC) as well […]. The post CX professionals should be taking their favourite finance person out to lunch – Interview with Jim Tincher first appeared on Adrian Swinscoe.

CX 164

CX Finance Customer Experience 164

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.

Start-ups 118

Start-ups Sales Gaming Engineering 118

Fonolo

NOVEMBER 15, 2022

Ah, performance reviews. They’re a staple of almost every workplace, and call centers are no exception. In fact, these engagements are an essential part of running a successful customer service operation. Why? Agent performance directly impacts the caller’s experience. If your agents aren’t satisfied in their daily work, or they’re not doing their job properly, it can spell disaster down the road.

Outlook 127

Outlook Customer Service Contact Center Touchpoint 127

Customer Think

NOVEMBER 17, 2022

The customer service industry is used to a lot of talk about the voice of the customer in marketing literature and in the media. If we could make that collective voice literal, I think it would sound something like this: “Hey, it’s me – your customer. At this point you should know me and understand […].

Voice of the Customer 128

Voice of the Customer CX Customer Service 128

Shaun Belding

NOVEMBER 15, 2022

Imagination and Connection go Hand-in-Hand The recipe for building relationships has probably never been stated more succinctly or elegantly than by Dale Carnegie. One of his most famous quotes from “How to Win Friends & Influence People” is: “You can make more friends in two months by becoming interested in other people than you […].

Customer Service 130

Customer Service Customer Loyalty 130

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

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.

Customer Service 127

Customer Service Sentiment Analysis CX Contact Center 127

Beyond Philosophy

NOVEMBER 12, 2022

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. As if the world isn’t crazy enough—with the war in Ukraine, the cost-of-living crisis, the looming threat of recession, and the ostensible beginnings of catastrophic climate change— we learned a flesh-eating bacterium (Vibrio vulnificus) is running rampant in Flori

Customer Experience 88

Customer Experience CX Management Consulting 88

Customer Think

NOVEMBER 15, 2022

To be able to talk about success, it is crucial to first comprehend what the term entails. As of right now, digital transformation is the phrase of choice. Now, before we get into how to achieve success in digital transformation, let’s first discuss what digital transformation is. Digital Transformation Digital transformation is happening more quickly […].

Technology 122

Technology Technology 122

Lumoa

NOVEMBER 17, 2022

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. Customers search for easy shopping solutions on clear, engaging websites. In the past two years, we’ve seen a massive surge in online shopping, from tech products to fashion items. E-commerce sales are now projected to reach $7.4 trillion by 2025.

E-commerce 83

E-commerce Customer Experience CX Customer Satisfaction 83

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

Zonka Feedback

NOVEMBER 16, 2022

Customer Service Agents are the heart of any organization. They might not be the decision-makers or the ones pulling the ropes but they are definitely the ones interacting with the customers and being out there as the face of the company. Their performance can have a direct effect on Customer Experience that can be a major deciding factor in the success of your organization.

Customer Experience 98

Customer Experience Customer Service 98

Comm100

NOVEMBER 13, 2022

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. While offering just phone or email support was once accepted, consumers today expect far more. Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized.

Omnichannel 98

Omnichannel Customer Service CX Social Media 98

Customer Think

NOVEMBER 14, 2022

Customer-centricity is an often misused term, but it actually has a pretty straightforward definition: put the customer at the center of all the business does. (It does not mean that we will always say “Yes” to everything the customer asks for, nor does it mean that the customer is always right.) That means that you […].

Customer-Centric Organization 122

Customer-Centric Organization Customer Loyalty Customer Experience 122

Zendesk

NOVEMBER 14, 2022

The headlines read daily of impending recession around the world, leaving us to wonder whether and when it will finally arrive—and if it does, what severity or duration we can expect. It’s unnerving, and yet we’re not strangers to uncertainty. If anything, we’ve learned over the past few years that we should both expect and prepare for change. And a lot continues to fluctuate.

Customer Service 98

Customer Service CX Customer Expectations Customer Experience 98

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CX

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.

92

92

Comm100

NOVEMBER 15, 2022

There’s no doubt that telephone remains a stalwart customer service channel. Many consumers still prefer to call companies for support, particularly when the issue is complex or urgent. However, this number is ever decreasing, and CCaaS providers that are only offering phone support, even alongside email, are restricting their growth and profitability.

Omnichannel 97

Omnichannel Customer Service Customer Retention Social Media 97

Customer Think

NOVEMBER 17, 2022

Managing customer relationships is fundamental for growing startup businesses. They need to interact with clients at various stages of their journey, from making initial contact, for example, by sending them a digital business card, to finalizing a transaction. They also need to collect feedback and ensure successful customer retention. Like most business processes nowadays, customer […].

CRM 120

CRM Customer Retention Customer Relationship Technology 120

Zendesk

NOVEMBER 17, 2022

CEOs are getting nervous. According to a quarterly survey of business leaders conducted by the Conference Board , 98 percent of U.S.-based CEOs say they are preparing for an economic recession over the next 12 to 18 months. European leaders are even more fearful—99 percent believe a recession is imminent. “CEOs are now preparing for near-inevitable recessions in both the U.S. and Europe,” Roger W.

CX 97

CX Omnichannel Customer Service Sales 97

Speaker: Jennifer Hileman - Director, Retail Data & Technology at Orium, and Zach Ettelman - Solutions Partner Team in North America at Talon.One

Elevate your retail game by unleashing the power of customer loyalty! The holidays are the perfect time to redefine and reimagine your retail strategy, as modern customers are being re-engaged through creative retention tactics. Discover how the combination of loyalty management and MACH technology can revolutionize your retail strategy, ensuring sustained customer success through the holiday rush, into the new year, and beyond.

Customer Loyalty

Beyond Philosophy

NOVEMBER 17, 2022

The world is crazy. There’s a war in Ukraine. The UK has a cost-of-living crisis as energy prices are rising, and loads of people are moving into fuel poverty. There’s inflation, strikes, and the looming threat of a recession and catastrophic climate change. The current environment I describe is very stressful, with many things you cannot control, which makes a few things on the path forward uncertain.

CX 78

CX Gaming Start-ups 78

Comm100

NOVEMBER 15, 2022

As customer service operations continue to digitalize, CCaaS providers are quickly recognizing that a telephone-only offering is restricting customer base and growth. As today’s consumers increasingly prefer to get support digitally, organizations are meeting these expectations by offering a range of digital customer service channels, from live chat and chatbots to SMS.

Omnichannel 95

Omnichannel Social Media Customer Retention Customer Service 95

Customer Think

NOVEMBER 16, 2022

I was reading a blog post written recently by Adam Voigt about UPA’s and I wanted to share that with all of my readers. Adam is first and foremost a skilled classroom practitioner and a highly successful Principal. Earning his first Principal.

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119

TeamSupport

NOVEMBER 18, 2022

Support demand is rapidly and continuously increasing and few businesses are prepared to address the rising needs of their customers. According to TeamSupport’s State of Support report for 2022 , overall support demand is rising at an average rate of 11%. That means your support team is getting more emails, more requests, more everything. Chances are that your support team is already getting hammered by the sheer volume of customer issues, not to mention the potential for complexity.

Customer Satisfaction 81

Customer Satisfaction Customer Experience B2B 81

Speaker: Steve Pappas

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

CX

Shep Hyken

NOVEMBER 16, 2022

Here is another customer service horror story about a woman who was so fixated on a process that it almost cost her “customer” his life. . My friend Jerry went to the emergency room of his local hospital. He was in excruciating pain. Something in his abdominal area was not right. He truly felt like he was going to die. . Doubled over in pain, he limped through the waiting room to the registration desk and begged to see a doctor.

Customer Service 79

Customer Service Hospitality Hospitality 79

Comm100

NOVEMBER 13, 2022

How to Improve Customer Service. A Complete Guide of Tools, Tech & Tips. We all know that customer service is important, but just how instrumental it is to success of a company might surprise you. A massive 91% of customers agree that a positive customer service experience makes them more likely to make another purchase. What’s more, 90% of Americans use customer service to decide whether or not to do business with a company.

Customer Service 93

Customer Service Omnichannel Social Media Customer Experience 93

Customer Think

NOVEMBER 18, 2022

TweetLinkedInShareEmail A client asks:“What’s the best way to market to purchased lists like ZoomInfo? We have a debate between our marketing and sales teams on whether the best approach is marketing emails, sales outreach, or something else.&nbs.

Sales 111

Sales 111

Qmatic

NOVEMBER 16, 2022

Delivering exceptional experiences — whether you're a government agency, healthcare facility, or retailer — is key to driving growth today. It all starts with clearly understanding who your customer is (which can be a patient, citizen, or visitor), their wants and needs, and preferred forms of communication and technology.

Customer Journey Map 78

Customer Journey Map Healthcare Retail Government 78

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.

Customer Experience