Psssssst! The Buzz Around Interactions 2019 has Already Begun

NICE Systems

How will we top Interactions 2018? And, of course, listening to what our customers tell us is most important to them. this is our first opportunity to come to an Interactions event. And speaking of speakers… What else makes Interactions so great?

Social Media Training Activities and Marketing Courses You Never Realized Your Team Needed

Comm100

How are you supposed to find social media training activities and courses that will bring everyone up to speed? The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond.

4 Ways Online Courses Help You in Real Life

CSM Magazine

The advantages of taking online courses over going to a traditional, brick-and-mortar institution are many. However, another advantage of taking online courses is the fact that they help instill certain skills that are applicable in real-life situations. An online IT course may help.

15 Top Customer Service Training Courses for Your Agents (Half Are Free)

Comm100

We’ve compiled a comprehensive list of the best courses out there, ranging from free online courses to pricier, on-site seminars that bring learning straight to your office. Pick the course that fits your companies time, budget, and learning needs, and you have nothing to lose.

Course 203

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

human-assisted customer service with full context from the self- service interaction. engagement hub which consolidates omnichannel interactions, knowledge, AI, analytics, and administration into one platform. interactions While VAs are good at answering questions of low to medium.

CXU’s 500 Series of Online Courses now available as Subscriptions

CX University

CX University recently announced changes in purchase options to their Customer Experience and Patient Experience 500 Series of Online Courses. Online Courses are now available as subscription plans with low prices to allow accessibility for everyone.

Does a lack of human interaction cost businesses money?

NewVoiceMedia

But in a world seeing rapid advances in artificial intelligence, what price should we put on human interaction? What’s more, those who switched admitted to spending an average of $511 with a rival over the course of a year. Never underestimate the power of human interaction. Although machine-powered self-service has changed the role of customer support, businesses cannot afford to lose the power of human interaction entirely. .

Strativity Touches Down in Australia with Pareto Fundraising JMA Course

Strativity

When a charity can identify it’s micro-journey opportunities, those specific interactions that increase value, it can begin the journey to bring greater donor loyalty through the customer experience … one moment of truth at a time”. The post Strativity Touches Down in Australia with Pareto Fundraising JMA Course appeared first on Strativity. Strativity’s Touchpoint Dashboard touched-down for a historic week “Down Under” in Australia this week.

It’s More of a Customer Obstacle Course than a Journey

Amity

Of course, as we learned in The Odyssey, journeys aren’t always a walk in the park; they can be arduous. Whether it is an interaction to solve an issue with a current client, or answering questions for a prospective one, there should be zero miscommunication and minimal lag.

Interaction Reviews: Quality Assurance for Support Teams

Help Scout

If you have more than five customer support agents and thousands of customer conversations per month, you may feel anxious about your lack of insight into the quality of all those interactions. Interaction reviews — a quality assurance process for customer support — can relieve that anxiety.

5 Interactive Data Visualizations from 2017 to Get You Inspired

Truthlab

The end of the year is often inundated with numbers, numbers, numbers to assess value gained over the course of a year. The post 5 Interactive Data Visualizations from 2017 to Get You Inspired appeared first on truthlab. Reading Time: 3 minutes Yes, Yes, Yes!

Transitioning to the Cloud? Here’s Your One-stop Resource

NICE Systems

Every year, NICE inContact experts, customers and partners gather for the company’s much-anticipated Interactions user conference to explore and exchange the latest in cloud contact center ideas, trends and technology. If you missed Interaction 2019, here’s some good news: The best-of-the-best customer presentations are now available as webinars you can access on demand. Advantages of the Cloud Call Center Best Practices Customer Experience Interactions NICE inContact CXone

6 Soft Skills to Level Up Your Customer Service in 2019

transcosmos Information Systems

Today’s customer service has evolved from face-to-face and on the phone interactions to email, live chat, and social media. Here are six essential soft skills you need to prosper in the customer service industry, as well as course recommendations to kick start your learning.

Interactions 2014 – The Journey Begins

Customer Interactions

Interactions 2014 has kicked off at the uber-trendy Cosmopolitan Hotel, with more than 2,000 attendees making their way to Las Vegas. And, of course, they are here to network with peers and have a whole bunch of fun They’ve joined us to discuss market trends, share best practices, and look to the future of how companies will shape the customer journey.

These 7 Questions Will Help You Hone In On and Solve Your Biggest Problems In Customer Interactions

Myra Golden

When I sit down to create a custom course for my clients, the first question I ask is, “What’s your biggest problem with customer interactions?” What’s your biggest problem in customer interactions? (I

Stop the Check-InSanity: How to Make Ongoing Customer Interactions a Win-Win

Waypoint Group

We know that every interaction with a customer is an opportunity to strengthen relationships. Of course, you will need an effective questionnaire and simple follow-up process. “I’m just checking in to see how things are going. Is there anything I can be doing to help?”.

Reflections on Interactions 2012

Customer Interactions

I’m just back from Interactions 2012 in Nashville where over 1,500 NICE customers, and NICE business and technology partners shared information and best practices, and learned about new solutions for their organizations. And of course, several of our NICE customers shared their top security challenges and told us what they’re doing to stay a step ahead.

Southwest Airlines gets a CX kudos during Hurricane Harvey

Customer Bliss

What Southwest did was good humanity, of course, but it was also great customer experience. Align Around Experience align around experience big moments customer experience hurricane harvey moments of customer interaction moments of truth purposeful moments Southwest Airlines wow moments

13 Short Customer Service YouTube Videos You Can Use for Training

Myra Golden

Our flagship program is comprised of 50 online training modules with video, interactivity, downloadable handouts, and quizzes. Customers have the option of enjoying our interactive online training on our Learning Management System (LMS) or through SCORM modules for their own LMS.

Starting Over – Part Two

ShepHyken

My take on this is that no matter how tough the day is, tomorrow is another day… and of course, the sun will rise. And, of course, the sun will rise. We’re only as good as our last customer interaction , so we need to see every customer interaction as an opportunity.

Course 102

Guest Blog: Connect With Your Customers & Watch Your Business Grow

ShepHyken

Many companies are well aware of this, of course. Every interaction between a customer and your company is a chance to exceed expectations. Customer Service Strategies human interaction Live Chat telephone customer service

I Don’t Care if it’s Against Company Policy

Steve DiGioia

Of course you have, it has happened to many of us. Customer Interaction against compay policy company policythat's YOUR problem, not mine! This original article was written by Steve DiGioia.

Cyber Monday Sale -50% Off!

Myra Golden

Myra Golden Full Access is an exclusive membership program that gives your entire organization a full year of unlimited access to Myra’s live webinar series, library of on-demand training courses, customer service eLearning suite and training kits – at one flat rate.

Sales 54

Do You Add “Hot Sauce” to Make Your Customers Feel Special?

Wired and Dangerous

What are you doing in every customer interaction to ensure your customers know how important they are and how much you appreciate their business? Customer Delight Customer Appreciation Customer Expectations Customer Experience Customer interaction Customer loyalty Travels

Travel 179

Guest Blog: How to Manage Customer Emotions

ShepHyken

If you know your customers’ likely emotions, you can recognize critical customer interactions more clearly, know better whom to hire and how to train them and even design specific ways of ensuring that your customers’ emotions help forge a bond between the two of you.

Podcast Shorts: What It Takes to Maintain Customer Intimacy at Scale

Bain

Of course, the owners cultivated these relationships within their communities for years, allowing for the intimacy that so many companies aspire to today. Interaction prioritization PodcastIn the old days, shop owners were on a first-name basis with their customers.

Amazing Business Radio: Tim David

ShepHyken

Top Takeaways: TIM’S GENEROUS GIFT : To start with, Tim has offered a free video course on body language. Amazing Business Radio Show Customer Care Customer Relationships body language communicate with customers human interactionThe “Magic” Behind the Words You Use.

At Disney, the show must go on

Bain

On top of that, imagine running multiple shopping and entertainment districts, water parks, golf courses and the ESPN sports complex. Ultimately, of course, the key to such an experience lies with tens of thousands of employees—cast members, in Disney parlance. Interaction prioritization Leadership and communication PodcastImagine that 20 million people depend on you to create a magical vacation experience for their family every year.

Warby Parker: Seeing the eyeglass business through a new set of lenses

Bain

And, of course, every pair of prescription glasses must be custom-made after someone places an order. Fashion has also played a role in the company’s success, of course—Warby Parker’s elegant designs are wildly popular among young, hip shoppers. Interaction prioritization PodcastRoughly half the adult population of the US wears eyeglasses. Until recently, I never did.

Why bank customers are so disloyal (and why banks want to change that)

Bain

Those sources of revenue, however, have largely run their course. This then frees up the branch to be a resource for more complicated interactions , such as applying for loans and getting investment advice. Author Q&A Interaction prioritization Leadership and communication Loyalty economics Last year, almost 40% of American customers bought at least one new product from a bank.

“I will stand for the customer”: Former Telstra CEO David Thodey’s Net Promoter journey

Bain

Of course, Telstra’s journey was not without struggle and setbacks. Interaction prioritization Leadership and communication PodcastThink of a company so universally hated that merely saying its name invokes groans and sympathy. That was Telstra just eight years ago. In 2007, Australian daily The Age published a column titled “ Why We All Hate Telstra.” It chronicled all the ways that Australia’s former monopoly telephone company had made life painful for customers.

CX Institute eLearning Module Teasers

Experience Matters

We just created these teaser videos to provide a sense of what’s in each course… eLearning Module: Customer Experience Foundations This interactive online course is meant for just about everyone in your organization, from front-line supervisors to senior executives.

The Power of Classroom Learning

Horizon CX

My initial response and emotional reaction to that question was that I had taken many online courses over the last several years and honestly could not recall learning much of anything as a result. My learning here was both interactive and memorable—two key learning elements.

Course 130

5 Things You Never Knew About Building Rapport with Customers

Myra Golden

Want to set yourself up for success each time you interact with a customer? In my newest training course for LinkedIn Learning, I help customer service reps establish a genuine, human connection.

How to Create Customer Delight

Pretium Solutions

Of course, your employees must have the proper technical and functional skills to effectively address, work through and solve customer complaints, problems and issues. Latest Thinking - Blog Video Blog Customer Delight Customer Emotional Needs Customer Interactions Customer Loyalty

Power to the customer: How E.ON became more customer centric

Bain

Of course, the sector was regulated to protect customers from the worst of monopoly behavior, but for the most part, monopolies defined the limits of service, pricing, fees and policies, based on avoiding the wrath of regulators or politicians. Interaction prioritization Podcast Robust operational infrastructureTrue monopolies don’t worry about customer loyalty. If you don’t have competitors, you don’t need to invest in service, innovation or branding.

Four Significant Ways that AI is Quickly Changing the Customer Experience Landscape

Wootric CX Blog

Of course, you never went back to that brand again. Research indicates that by 2020, consumers will manage 85 percent of their relationships with a company without interacting with a human being. Of course, humans have limitations, and a customer support agent can only do as much.