Customer service is a case of sudden relationship. CSRs, agents, and tech support analysts build rapport while solving problems. The best use these 8 steps to overcome the lack of trust and understanding that longer term relationships enjoy. The post Customer Service: Turn Sudden Relationships into Bonds | #custserv #cx appeared first on KateNasser.com. MORE
InMoment XI
JUNE 13, 2017
Being a good son-in-law, I have taken on the responsibility of finding my mother-in-law a new car. Her lease expires soon and I have been dedicated to getting her the best deal possible—but on a car that is safe for her and for my kids (which she is frequently carting around to go shopping, go. View Article.
BlueOcean
JUNE 13, 2017
Are you exploring outsourcing for the first time? Or perhaps you’re looking for a better alternative to your current contact center vendor? Either way, the idea of trusting someone else to take care of your customers can be overwhelming. You’ve worked hard to build your brand and establish customer loyalty. Can an outsourced contact center really live up to that?
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Kerry Bodine
JUNE 13, 2017
In a recent post, I tackled the common question of which journey(s) an organization should map. But equally important is the question of which persona should be associated with that map. Before I go any further, let me make this point clear: EVERY JOURNEY MAP NEEDS AN ASSOCIATED PERSONA. Why is this? Quite simply, different customers have different needs and expectations of your organization.
Who's Your Gladys?
JUNE 13, 2017
Ever feel like the human connections in customer service are at risk? Even with advancements in artificial intelligence, combined with more use of chatbots and pre-recorded messages, creating strong, human connections with customers reigns supreme when it comes to customer loyalty. I got a call the. The post Oh the Humanity! Creating Stronger Human Connections in Customer Service appeared first on Who's Your Gladys?
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
GetFeedback
JUNE 13, 2017
If you're to get your company's CX program off the ground, you're not alone. Here are the top challenges CX leaders face and some ways to overcome them.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Michelli Experience
JUNE 13, 2017
At first, I didn’t have the heart to place my various occupational titles in the search field. I was afraid I’d find I’d already been replaced. However, a wave of courage washed over me and I went boldly into the unknown. Whew…as an author I might be safe with a percentage just less than 4%. In case you’re lost, you too can go to a website that predicts the likelihood your job will be replaced by a robot.
Calabrio
JUNE 13, 2017
Contact centers have been going through a change for some time. The days of fielding quick and simple calls are in the past. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. Customers visit, explore their options, digest our content and in many cases, can self-serve, all with little-to-no human interaction and expense on our part.
Kate Nasser
JUNE 13, 2017
Customer service is a case of sudden relationship. CSRs, agents, and tech support analysts build rapport while solving problems. The best use these 8 steps to overcome the lack of trust and understanding that longer term relationships enjoy. The post Customer Service: Turn Sudden Relationships into Bonds | #custserv #cx appeared first on KateNasser.com.
Calabrio
JUNE 13, 2017
Contact centers have been going through a change for some time. The days of fielding quick and simple calls are in the past. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. Customers visit, explore their options, digest our content and in many cases, can self-serve, all with little-to-no human interaction and expense on our part.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Magellan Solutions
JUNE 13, 2017
Looking to beef up your customer service? Hire agents with formidable customer service representatives skills. It’s the only way to ensure customer satisfaction and high service levels. A global study of 1,440 reps found that these professionals fall into seven distinct profiles. Empathizers are the most common type, but Controllers were found to be the most effective at providing solutions.
Calabrio
JUNE 13, 2017
Contact centers have been going through a change for some time. The days of fielding quick and simple calls are in the past. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. Customers visit, explore their options, digest our content and in many cases, can self-serve, all with little-to-no human interaction and expense on our part.
Promoter.io
JUNE 13, 2017
If you’re like me, you probably get automated sales emails from folks every day. They usually start by saying something like, “Sorry to bug you”, or “I know you’re busy” … or an endless number of other cold intros. These emails happen so frequently now that it’s pretty easy to spot the automated emails from […]. The post The Dissection of a Terrible Automated Follow-Up Email appeared first on Promoter.io Blog.
Avaya
JUNE 13, 2017
My favorite definition of Digital Transformation comes from Current Analysis , where they call it a “way of helping companies reduce the complexity of how they interact with their customers.” For most organizations, reducing complexity in customer experience for both external and internal customers is important—happy customers are loyal; they spend more, more often.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Myra Golden
JUNE 13, 2017
Yesterday I delivered a full-day of soft skills training to a new client in Denver. We had such a fun day. Lots of participation, solid take-aways, table discussions that I know were behavior changing. I love the feeling I get after a day of soft skills training. Have you ever checked out my onsite training workshops? • Workshop attendees have said, “ Myra’s positive attitude really makes me feel that one person can completely change another’s state of being ” and “ Each one of us walked away wi
Provide Support
JUNE 13, 2017
How to Keep Your Employees’ Morale. When morale is low in your office, you may find that productivity levels take a nosedive, profitability tumbles and turnover increases. Each of these factors can be a detriment to your business, and the unfortunate reality is that managers and business owners must make a regular effort to keep morale high for the benefit of the company.
ReviewTrackers
JUNE 13, 2017
As part of their effort to improve customer experience , a growing number of organizations are applying various techniques for proactively collecting customer feedback. Why? Not only does collecting customer feedback help inform your business’ decision-making process; it also helps you understand customers better and get a more accurate handle on how they perceive your product, service, brand, and company.
ClientSuccess
JUNE 13, 2017
Churn, Retention, Revenue. For those of you in customer success and sales, it’s nearly impossible to go a day without hearing words like “churn”, “retention”, and “revenue”. Those 3 phrases go hand-in-hand with ensuring that your organization is set up for long term success, and that your customers are happy with your products. In the business of SaaS, churn, retention, and revenue are critical factors in measuring many other key aspects of business such as annual recurring revenue (ARR), monthl
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
CXApp
JUNE 13, 2017
Admit it or not, as a business you one of your primary goals is to boost your revenue stream. There are many ways to do this, including - but not limited to - increasing your customer base, sponsors and adverts, wide-scale marketing, product research and new releases, and much more.
Confirmit
JUNE 13, 2017
Building a business case for a Voice of the Customer program is a daunting task. Successful programs have a big impact on organizations. That means they have a high profile and affect people at all levels. Getting a VoC program approved could make you a superhero, but there are also real risks. So where do you start? How do you maximize your chance of success?
Clarabridge
JUNE 13, 2017
We never turn down an opportunity to chat with Bob Land, VP of Consumer Engagement at Dorel Juvenile about how he ensures seamless, positive customer experiences. This week, we’re particularly interested in his success using the Voice of the Customer (VoC) with a proven return on investment. This is what he had to say: Can you tell us a little bit about yourself and Dorel Juvenile?
Influitive
JUNE 13, 2017
As content marketers, we know that to create top-notch content, we have to know our audiences intimately—their hopes, their fears, the things that drive them absolutely nuts. Why else would we invest so much time interviewing customers, surveying them, and creating buyer personas? According to Forbes, getting right inside your customers’ minds is the key to.
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
Grade.us
JUNE 13, 2017
You’ve worked wonders for your customer. Now it’s time to ask for their feedback. Which usually triggers our fears of rejection. Many of us take the easy way out. We send out a quick email asking for a review It’s fast, convenient and free. It also removes us from the awkward feelings that follow a rejection. But rejection isn’t a likely outcome is it?
Helen Dewdney
JUNE 13, 2017
Press release. Roaming charges are put in place when the mobile phone network detects that you are abroad and adds extra costs on top of what you normally pay on your national network. Charges are incurred for making calls, receiving a voicemail, picking it up, sending and receiving SMS text messages and pictures and, of course, using the Internet and downloading or streaming.
LiveChat
JUNE 13, 2017
As we send in few text messages now and then, we might not realize this, but we tend to use emojis more often than not. Now they are entering the world of marketing – as even subject lines of trendy product pitches consist of emojis, and nowadays you can even order a large pizza from Domino’s by simply texting them a pizza emoji! Emojis are soon touted to be essential.
Customer Bliss
JUNE 13, 2017
Episode Overview. Drew Neisser , who has interviewed over 200 CMOs, and I discuss the evolving role of the CMO, and the expanding “Hybrid CMO” taking on operational responsibility and expanding to influence the overall customer experience. About Drew. Drew is the CEO of Renegade , an award-winning agency that helps CMOs cut through the digital noise out there.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
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