Mon.Jul 08, 2019

The Lost Art of Listening

CX Accelerator

There are many ways to listen. People listen with their eyes, and with their hands (remember the movie: A Quiet Place ). Listening is a central process in the way people survive. If you are not actively listening, critical information is missed. In many cases, the actual words selected do very little to communicate the speaker's intended message. We must reach below the surface to capture the truth. So much to consider when listening to what someone is saying.

Social Media and Customer Experience

Andrew Mcfarland

15 years ago (a lifetime in business) there was some debate and even fear surrounding social media and its place in the customer experience. Now social media is an accepted norm (ho hum) and companies must establish repeatable ways to. Influential Factors - Helpful Customer Service Social Media

Providing The Ultimate User Experience: What You Need To Know About Interactive Document Software

Ecrion

PDF documents are quite popular on both personal and professional levels. They offer the most straightforward format for sharing digital materials such as books and portfolios. However, the standard PDF format seems a bit dull.

5 Top Customer Service Articles for the Week of July 8, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. This Bizarre Support Chat Will Make You Laugh. Or Cry.

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.

Astea Company Picnic 2019

Astea

At Astea, we are all about bringing our employees together! On June 28th, employees from our Horsham, PA location gathered at Lukens Park for a day of food, drinks, networking and fun.

More Trending

Brand Reputation Management: How to Craft the Right Strategy

ReviewTrackers

Reviews

Getting Started with Location Intelligence: Personas

Gravy Analytics

When you know where people go in the world, and what they do there, you can learn a lot about their interests, lifestyles, and habits. Anonymous mobile location signals, when properly cleansed, aggregated, and enriched, give marketers access to powerful offline insights.

Using AI to reach the elusive millennial market

Keatext

The post Using AI to reach the elusive millennial market appeared first on Keatext. Customer Experience

Does Cupcake Sprinkles Storytelling convince Clients? Part 1

One Millimeter Mindset

Is your cupcake sprinkles storytelling strategy convincing clients to do business with you? The purpose storytelling serves is more than business garnish. Do you simply throw various business scenarios over the wall, at marketing and public relations professionals? The same way you always have done?

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.

Meet Anton!

Dapresy

Find out more about the people who bring Dapresy’s products to life… Anton, can you introduce yourself? I started working at Dapresy 4½ years ago after I completed my university studies in industrial engineering and management.

RFM modelling: a powerful customer segmentation tool

Perceptive

Many companies find that 80 per cent of their revenue comes from 20 per cent of their customers—but what does this ‘20 per cent’ look like, and more importantly, how can you segment out these valuable customers in your own business? Customer Research

Tools 65

Say hello to Jilliane!

Dapresy

Find out more about the people who bring Dapresy’s products to life… Jilliane, can you introduce yourself? I’m Jilliane Friel and currently the Vice President of Customer Success and Project Solutions at Dapresy North America.

U.S. Women’s Soccer Team Nets All The Online Love

NetBase

It’s good being Alex Morgan these days, or any member of the U.S. women’s soccer team for that matter, as they’re riding high on a wave of online love as America’s sweethearts on and off the soccer field.

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.

How Does Coaching Help Global Businesses Keep Teams Aligned

PlayVox

Global businesses may employ hundreds, even thousands, of people. Maintaining fluid operations and stable working routines across multiple countries is a challenge for even the biggest brands with access to the most cutting-edge facilities and resources.

To Recruit The Right Talent Think Like a Baseball Scout

CSM Magazine

This fourth of July, I enjoyed a game at our regional Single-A affiliate stadium, with sun, beer, brats, and great baseball. We also had the pleasure of sitting next to 2 scouts, who were clocking pitches, detailing the stats and performance of every player on the field.

Take a Smart Seasonal Approach to Health Insurance Open Enrollment

Think Customers

Open enrollment has become a make-or-break time for insurers. Besides the pressure and competition to entice and enroll members in individual, family, Medicare, and other plans, the process to prepare and staff for the season is full of rising costs and inefficiencies.

Small Business Spotlight: NoHo Cafe

FiveStars

The North Hollywood neighborhood, known as NoHo to the locals, is home to a mix of everything. There are young adults who have just finished college and are moving out for the first time, actors and comedians from the nearby arts school, doctors with their own practices, and local shoppers.

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.

Take a Smart Seasonal Approach to Health Insurance Open Enrollment

Think Customers

Open enrollment has become a make-or-break time for insurers. Besides the pressure and competition to entice and enroll members in individual, family, Medicare, and other plans, the process to prepare and staff for the season is full of rising costs and inefficiencies.

How Technology Can Improve Customer Satisfaction in Restaurants

CSM Magazine

If you work in the restaurant industry you know that there’s one thing that matters above all else – customer satisfaction. Of course the food matters, but this should never slip, and is also a sure-fire way to guarantee good customer satisfaction.

Meet Anton!

Dapresy

Find out more about the people who bring Dapresy’s products to life… Anton, can you introduce yourself? I started working at Dapresy 4½ years ago after I completed my university studies in industrial engineering and management.

Summer Reads From Tech CEOs

Optimove

“While some [quick short-term solutions] are worth paying in the future, others can become too expensive to justify — and if management does not account for this future interest, they run the risk of becoming bankrupt in the future.” ” – Pini Yakuel, CEO, Optimove.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

CX SF 2019: Step Up To The High-Stakes Future Of Experience Design

Forrester's Customer Insights

If you’re a customer experience (CX) professional, you know that experience quality drives growth — Forrester’s data proves it — and that CX is customers’ perceptions of their interactions with your company.

Focus on Customer QoE from the Customer’s Perspective

Guavus

A recent survey by McKinsey & Company of 46 telco CTOs around the globe indicated that the second highest priority, after leadership in the local market, for the rollout of 5G is improved customer experience. This indicates that, within Communications Service Providers (CSPs), the teams responsible for long-term technology strategy are clearly focused on customer experience as a key differentiator.

Uncovering The Enterprise Risks Posed By Consumer Connected Devices

Forrester's Customer Insights

Consumer connected devices are presenting increasingly attractive targets to cybercriminals, putting home networks and potentially enterprise assets at risk.

The State of AI in the Contact Center 2019

Avaya

New research from Vanson Bourne shows that almost all (99%) of organizations are using some form of artificial intelligence (AI) in the contact center. That’s great, but just how far along are they in their implementation, and how much further do they have to go?

Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

Enterprise Meets Consumer Security: Exploring Approaches To Protect Employees At Home

Forrester's Customer Insights

Does your organization have a strategy for protecting employees at home as a part of your overall cybersecurity program? Something that could include, but really goes to a place that is beyond awareness training? If you answered no, you’re not alone Employee privacy is a big reason why not.

3 Ways to Use Robot Chat for Client Support

Smarter CX

In a perfect world, there would be no need for robot chat. Legions of live agents would scale endlessly as your company’s success continues to generate demand for support from customers and clients. In the real world, human-powered chat simply doesn’t scale at the speed required to match the modern business environment.

FORRward: A Weekly Read For Tech And Marketing Execs

Forrester's Customer Insights

Facebook Has Brought Us To A Tipping Point Facebook is appointing what its leader calls a “supreme court” for resolving issues in content censorship. This oversight board will be appointed by Facebook; therefore, it is fraught with conflict-of-interest from the get-go.

Tips 45