NewVoiceMedia

How integrating social media into the rest of the business will increase revenue

NewVoiceMedia

Social media teams – both marketing and customer service – often sit by themselves in organizations, likely because management doesn’t quite know what to do with them. But this is a mistake. Integrating with the core business ensures that the social media team is engaged with other business units to share and act upon customer feedback. Customer experience and social media are part of a “continuous cycle” whereby they each feed the other.

The battle for superb CX: reasonable vs memorable

NewVoiceMedia

You know it’s Salesforce World Tour when a legion of exuberant mavens native to AI, omni-channel and the IoT pack the Jacob K. Javits Convention Center in Midtown Manhattan to inspire and innovate.

Menu monster: the IVR that devoured customer experience

NewVoiceMedia

Imagine a technology that promises to help your business but instead is poisoning your customer’s experiences. A technology that has its most deadly effect at the precise moments when your customers need you the most.

Whisper Coaching: How Will AI Make Your Whispering More Effective?

NewVoiceMedia

The phone is often the medium that matters in moments of truth, whether it’s a service call or an inside sales call making the first contact. To the customer, the ideal interaction often feels like a conversation – just the customer and the company representative, talking through the issues together, person to person. But well-equipped contact center managers know that those conversations may not be as one-on-one as the customers think – and for a very good reason.

The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions

We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?

10 trends changing customer expectations

NewVoiceMedia

The essential principles of customer service are timeless, but consumer expectations are not. Customers have always wanted a friendly, efficient and reliable service, but with the development of new technology, their expectations have been raised. They want a more efficient service than before. They don’t just want friendly; they want to feel like the service has been personalized for them. The old adage of "know your customers" is also still as true today as it ever was.

Infographic: For horror, press 1: The IVR that ate CX

NewVoiceMedia

When customers call support for help, they’re already facing problems. But once the phone rings, in far too many cases, they’re plunged into a real nightmare: seemingly infinite IVR prompts, endless hold times, and - just as they’re at their wits end - a connection to a live agent who’s not equipped or incentivized to help them. All your customer experience efforts are destroyed in the space of a single call! That should be terrifying for C-level executives, too.

The shift: From customer service to customer experience

NewVoiceMedia

Thousands of trailblazers gathered at Salesforce World Tour in New York City at Jacob K. Javits Convention Center for a day of innovation and inspiration. As scores of attendees packed the impressive all-glass venue in Midtown New York a small group of thought leaders kicked it off with an early morning breakfast to discuss AI, chatbots, omni-channel, and analytics for contact centers.

2019 predictions for ambitious contact centres

NewVoiceMedia

It’s my favourite webinar of the year – our most popular and great fun! This year we had registrations from New Zealand to New York in order to share views on this year’s predictions. Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record. Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. So, here’s hoping that form still runs true for this latest iteration.

See an omni-channel contact center in action

NewVoiceMedia

Your business serves ultra-connected customers who expect a consistent experience through every channel. So, the more channels, the better, yes? Sure, but only if the customer gets treated right across the board — at any point, on any channel (even by that new chatbot your boss keeps mentioning). So how can you pull that off? . The answer is omni-channel contact center solution that allows businesses to route interactions through email, chat, SMS, video and social channels seamlessly.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Are you serving your customers or smothering them?

NewVoiceMedia

The customer/company relationship is just that, a relationship. It’s one that is difficult to maintain and carries high expectations. On one hand, customers want to feel that they have a close, unique, real relationship with your brand.

7 customer service tips you can use right now

NewVoiceMedia

Let's be honest with each other for a moment. We rarely take immediate action when we read blog posts. Most of the time, we read something, decide if we like the idea or not, and then move on. The most many of us do if we're really inspired is share the post with someone else. I hope this post is a little different. Here are seven simple customer service tips you can go use right now. Your challenge is to pick one and try it. Tip 1 Visualize Great Service.

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Improvements to Make If You’re Getting Bad Customer Service Survey Results

NewVoiceMedia

Disappointing results on a customer service survey can be more than demoralizing. They can bode ill for future financial results and even directly threaten your livelihood. The problem is unlikely to be the survey design (though that’s possible). More likely, the problem is that you really need to improve! Yet, in the face of poor scores, what happens at many organizations is denial and rationalization.

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10 truths about social customer service

NewVoiceMedia

Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

An Even Better Connection: What Salesforce’s Customer 360 Means to the Value of Voice Data

NewVoiceMedia

Hang around the CRM space long enough and you’re bound to hear the term “360-degree view of the customer.” It’s a shorthand way to talk about knowing a lot about the customer – although 360 degrees is a nearly unachievable ideal. It’s simply impossible to know everything about the customer, or everything that call influence a customer experience – things happen to customers that can’t be captured in the data.

Speed creates customer confidence: what is the velocity of your customer service?

NewVoiceMedia

The CEO of Busey Bank, Van Dukeman, has an interesting concept he calls the of Business.

Investing in customer success: a venture capital perspective

NewVoiceMedia

There’s no question that customer success impacts today’s businesses. We know that unhappy customers will not only take their business elsewhere, they will share bad experiences with friends, family, and colleagues, on social media and with anyone else who will listen. Do you know who else is listening? Venture capitalists. Investors take customer success seriously when assigning value to your business.

Six differences between customer-focused companies and operations-focused companies

NewVoiceMedia

Many companies that claim to offer good customer service in reality are grounded in an operations’ mentality with rules and policies that allow for little flexibility, preventing them from rising above anything more than average or satisfactory.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Why you don’t get credit for great customer service – and how to make sure you do

NewVoiceMedia

“Customer service—now that’s a dying art.” I hear this sentiment often, and my response is, “Uh … I’m not so sure you’re right about that.” I’m just not convinced that customer service is in particularly bad shape compared to how it was in the gauzy, dimly-remembered past. In fact, objectively speaking, customer service and the customer experience are in many ways better than they used to be. Delivery is faster. Quality control is better.

Six new customer service tips to share with your team

NewVoiceMedia

Each week, I send out a Customer Service Tip of the Week email to my subscribers. Not a subscriber yet? Get it here.). It’s usually a reminder. The idea is to reinforce good customer service skills by starting each week with a specific tip to focus on.

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100% is not enough to impress with customer service quality. You need 120%

NewVoiceMedia

When a company reaches the top, does customer service quality still matter? Industry leaders tend to think so. I recently organized a service bench-marking visit to Singapore for 22 Korean sales and service trainers. In seven days we visited 23 leading organizations. A very busy week!

Tough Customers

NewVoiceMedia

Colin Greenwood and Richard Ogley are here to help. Specifically, they’re here to help you; the customer.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Why good customer service is the key to growing your SMB

NewVoiceMedia

Customer service is too often thought of as a necessary evil – something which you have to provide, but a service that’s not a priority when you’ve got 101 things on your mind. However, for SMBs – and businesses of any size for that matter – good customer service is key to growing.

Top six call centre challenges facing the technology sector

NewVoiceMedia

The technology sector is fast-paced, with many businesses expanding rapidly. Add to that, the complex nature of many technology companies’ product or service and providing customer support in this sector can be a challenge.

Set a customer service culture with three steps to welcome

NewVoiceMedia

What a conversation! A British gentleman working in global logistics, his American entertainer wife who recently became a mother, an Australian event coordinator and me. Four different cultures – and different points of view.

VIDEO: Allied Dispatch Solutions CEO on the rules of roadside customer service

NewVoiceMedia

Roadside assistance provider Allied Dispatch Solutions (ADS) has taken on the mission to bail out the road’s broken-down, flat-tired, and hopelessly stranded drivers in times of need. And every conversation the company has with their customers makes a difference.

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How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Hear how SureFlap opened the door to excellent customer service and impressive growth, at Customer Contact Expo

NewVoiceMedia

By Sarah Metcalfe, Head of Customer Service at SureFlap.

Hyper-connected workplaces: how wearable devices could transform sales and service

NewVoiceMedia

In a world where technology is increasingly mobile, wearable devices are the obvious next step. Technology that you carry in your pocket is standard – now it’s time for technology that you can wear.

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The Red Bench Principle: Making your customers feel they’re at the center of your world

NewVoiceMedia

As a service provider, there’s a lot of power in creating the impression for your customer that she’s at the absolute center of your world. This is, in a sense, an illusion, because you have (I hope) a life of your own and (I’m hoping again) more than one customer to support.

What you can learn about customer service from Marc Benioff

NewVoiceMedia

Marc Benioff is a tech geek, a communications expert, an inspirational speaker and a philanthropist. Arguably, the real secret to his success is his ability to communicate. Anyone who’s been to Dreamforce will know exactly what I mean.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

10 trends changing customer expectations

NewVoiceMedia

The essential principles of customer service are timeless, but consumer expectations are not. Customers have always wanted a friendly, efficient and reliable service, but with the development of new technology, their expectations have been raised. They want a more efficient service than before.