Psssssst! The Buzz Around Interactions 2019 has Already Begun

inContact

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.

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

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.

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.

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. .

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.

How to Use Interactive Video for Self-Service Support

Kayako

Interactive video takes things to the next level – by giving your customers a complete support experience in one. So how can interactive video fit into your self-service support offering? This is where interactive video comes in. What’s the deal with interactive video?

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!

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.

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.

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 56

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.

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.

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.

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.

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.

Reduce Repetition with an Omnichannel Customer Experience

inContact

One twin can switch between different channels in the course of his interaction, whenever needed to, the other one – not so much.

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.

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

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

Decisions, decisions.

Forrester's Customer Insights

How do customer insights (CI) professionals decide the appropriate course of action - not just for a single customer, but for all customers? Systems of engagement like Real-Time Interaction Management (RTIM) provide answers. In my latest brief " Demystifying Real-Time Interaction Management ," I explore evolving RTIM requirements. real-time interaction management.

Average Talk Time: The Little Metric with Big Insights

inContact

While average handle time takes into consideration things like hold time, wrap up work and anything else related to the interaction, average talk time is only the time your agent actually spent talking to the customer—nothing else.

Call Centers are the Front Line of Customer Service

inContact

So, how can you ensure that customers who call your company are given the help that they need and that they exit the call feeling positive about the interaction and the company? Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way.