Wed.Jul 10, 2019

Why customer service is an integral part of customer experience


What comes to your mind when you hear the words “good customer experience”? You might think of something simple like a well-designed video that helped you understand a product better.

5 tips for managing the increasing volume of customer queries


Date: Wednesday, July 10, 2019 Author: Pauline Ashenden - Marketing Manager 5 tips for managing the increasing volume of customer queries. Published on: July 10, 2019. Author: Pauline Ashenden - Marketing Manager UK brands find themselves responding to around 463.5

Customer Contact Week: Three Characteristics Every Customer Experience Should Have


Formerly known as Contact Center Week , the appropriately rebranded Customer Contact Week lived up to its name by putting customers and the customer experience at the forefront of every discussion this year.

Statistics that Predict the Future of Customer Service

Joe Rawlinson

“The single most important thing to remember about any enterprise is that there are no results inside its walls. The result of a business is a satisfied customer.” ” Peter Drucker, better known as the father of management thinking, once gave us this beautiful gem of a quote.

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.

What Signals Are You Unintentionally Sending Your Customers?


I first came across this idea in the book Moments of Truth by Jan Carlzon , which I consider one of the most important books written on customer service.

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Guest Blog: Coloring Outside the Lines…Creating a NEW Customer Experience!


This week we feature an article by Jeff Tobe who writes about Customer Experience and how you can apply CX thinking to your business. Customer Service Customer Experience CX Benchmarking retail Restaurant

CEO’s Guide to Growth Through Customer Experience

Lynn Hunsaker

Heads up! Expecting growth through CX-related programs, departments and tech is actually creating havoc in customer experience momentum. Here’s what’s happening

7 Reasons You Need to be at Bizagi Catalyst 19


“This was definitely the BEST user conference I have attended, and the energy was fantastic!” That’s a quote straight from a Bizagi Catalyst 18 attendee. But don’t worry if you missed out, because our flagship user conference is coming back to Miami for 2019! Take your automation to the next level.

How video can increase customer engagement


Video is an incredible tool to attract, engage and retain new and existing customers. It's why CustomerCount chose video to share its message worldwide. Continue reading → The post How video can increase customer engagement appeared first on CustomerCount. News customer engagement video

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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.

Chillisauce Transforms Their Contact Center Operations with Talkdesk to Deliver Event Planning Magic


My close friends and I always enjoy hanging out but often struggle with making a decision on what to do, where to eat, etc. We usually have a few options to choose from but tend to use the default response: “Doesn’t matter. I’m ok with anything.” Last summer, we went on a trip together to Hawaii.

Four Ways to Get Utility Customers to Cut to the Point On Customer Service Calls (These Tips Help Control Calls In Any Industry)

Myra Golden

I’m working with a utility company in the northeast. All of my customer service workshops begin with what I call a Discovery Discussion – a video conference where I discover the problem my client needs me to solve.

Whirlpool FINALLY undertakes full recall of tumble dryers

Helen Dewdney

Whirlpool, the giant manufacturer of home appliances, has finally seen the light on the issue of dangerous tumble dryers. It has announced today (10 July 2019) that it will issue a product recall of all tumble dryers at risk of fire that have still not been modified.

Tips for a Successful CSM Quarterly Business Review


In the world of sales, Quarterly Business Reviews (QBRs) are incredibly popular for forecasting, planning, and making sure that everything is running smoothly from an operations perspective.

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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.

The Importance of Automotive Reviews


On online review sites, the overall rating of car dealerships and automotive companies tends to increase as more reviews are posted, according to research by customer feedback software company ReviewTrackers.

Cupcake Storytelling Strategy is not a Client Snack, Part 2

One Millimeter Mindset

When companies adopt a cupcake storytelling strategy, clients can dismiss the stories you tell as unimportant and insignificant: to them. Lovely little snacks instead of a substantial, relevant and valuable meal: to them. As business leaders, do you tell only half the story that needs to be told?

The Importance of Automotive Reviews


On online review sites, the overall rating of car dealerships and automotive companies tends to increase as more reviews are posted, according to research by customer feedback software company ReviewTrackers.

10 Ways Technology Will Affect the Future of Customer Service

ProProfs Chat

What’s your impression of good customer service?Most Most businesses do their best to serve their audience in the most effective way possible. The customers demand greater efficiency, so businesses compete to deliver it.

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.

Just Cancel It: Nike Responds to Influencer Sentiment Around Shoes


How fast can your brand pivot – and what criteria would you use to justify a costly product design decision? Nike’s ‘just do it’ slogan morphed Matrix-style into ‘just cancel it’ when presented with insight it hadn’t considered.

Who are journey managers – and why could they be crucial to the future of CX?


Engagement. Journey managers: The future of CX management

How to Spice Up Your Inbound Marketing Strategy


The post How to Spice Up Your Inbound Marketing Strategy appeared first on Survicate. Best Practices

The pros and cons of remote customer support


Support teams are arguably the most important part of the customer experience. Agents become the voice of the company when they interact with customers. These experiences can lead to repeat sales or a loss of a customer depending on that single interaction. As a company grows, introducing new features, products, and services, they can find themselves facing an increasing number of support requests. The company might not be able to fill those roles fast enough.

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!

How 100+ yr old firms stay relevant

Forrester's Customer Insights

As we’ve reported prior, the majority of legacy Fortune 500 firms are no longer market leaders because their focus remains on protecting their traditional business in this era of digital transformation.

Personal Interview with Ron Kaufman and Rohit Bassi

Up Your Service

A deeply personal “RAW” interview with Ron Kaufman and Rohit Bassi explores the history of Ron’s work and play around the world. Includes stories never before shared on Ron’s family, education, travel, devotion…and love.

How We Hack Tech (And What That Says About Us)

dscout People Nerds

Clinical psychologist and former Intel research scientist Margaret Morris on how individual technology hacks shine a light on what users really crave

Announce Forrester’s First DMP Wave For Asia Pacific

Forrester's Customer Insights

I’m excited to share that The Forrester Wave™: Data Management Platforms In Asia Pacific, Q3 2019 is now live. It’s the first time we evaluated data management platform (DMP) vendors’ capabilities in Asia Pacific (AP).

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.

7 Reasons Why Document Design Can Benefit Your Business


How certain are you that people pay attention to every document you give out? How sure are you that employees read important documents? If your business needs improvements in its images or to enhance efficiency, you need to try using a better document design.

How to Calculate Outsourced Call Center Service Level and Why is it Important?

Advantage Communications

When it comes to outsourcing your customer service to a call center, there are a range of metrics that call centers use to ensure they are delivering a superior customer experience (CX) for your customers.

5G: A Disruptive Generation (Part One)

North Highland

Like the advent of Generation Z in the workplace, 5G will carry a disruptive ripple effect, starting with telecom and cascading across the wider consumer and business worlds. Switzerland was the first in Europe to roll out 5G in May of 2019 and over 16 cities in the UK will follow by the end of 2019.