Steve DiGioia

NOVEMBER 13, 2017

…here’s 7 ways to get you started This original article was written by Steve DiGioia. You still haven’t learned how to speak up, huh? Maybe you’re just afraid of confrontation? I know, you don’t want to offend anyone, right? Don’t want to come across as too assertive or even aggressive; what’s the difference anyway? The service you provide has always lacked because of your fear of “taking charge” and not wanting to offend your customers.

Customer Service 387

Customer Service Customers Customer Experience Company 387

Experience Matters

NOVEMBER 13, 2017

We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings. Here is the executive summary of the report: The 2017 Temkin Experience Ratings of Tech Vendors evaluates the customer experience of 58 large technology vendors.

Report 227

Report Groups Survey Customer Experience 227

NICE inContact

NOVEMBER 13, 2017

Contact center agents are the most monitored, micromanaged workforce in existence. Anything that can be done to make an agent’s job easier is important to alleviate stress and costly attrition. Are your agents constantly switching back and forth between Salesforce and other applications? All that switching can burden productivity, but there is something that can help.

Contact Center 0

Contact Center Customer Satisfaction Multi-Channel Customers 0

TechSee

NOVEMBER 13, 2017

“Gareth! Coffee! Now!” On a cold mid-winter morning in 2030, I’m snarling at Gareth as the robot scans my espresso-maker. His chest screen displays details about the internal adjustments he’s about to make, adjustments that his display told me to make weeks ago. “You realize this going to delay me by at least five minutes,” I complain.

Call Center 154

Call Center Video Contact Center Technology 154

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

NICE inContact

NOVEMBER 13, 2017

Contact center agents are the most monitored, micromanaged workforce in existence. Anything that can be done to make an agent’s job easier is important to alleviate stress and costly attrition. Are your agents constantly switching back and forth between Salesforce and other applications? All that switching can burden productivity, but there is something that can help.

Contact Center 120

Contact Center Customer Satisfaction Multi-Channel Customers 120

Myra Golden

NOVEMBER 13, 2017

I recorded this video last week for a client. It’s part of a full 16-module customer service training. As a special treat for you, I’m sharing one module from my client’s course. This video is about giving customers an experience that makes them feel good and maintains their esteem. Viewers learn 3 Keys for a Friendly Customer Experience: Never Correct a Customer, Pacing a Customer’s Sense of Urgency and Acknowledging Concern.

Customer Service Training 91

Customer Service Training Video Course Training 91

Wired and Dangerous

NOVEMBER 13, 2017

As the Thanksgiving holiday approaches it is a great time to stop and reflect on your efforts to ensure your customers feel appreciated for no other reason than they are your customers! We know that today’s wired and dangerous customers are picky, fickle, vocal and vain*! It is particularly important to understand the fickle moniker. They are Fickle–much quicker to leave if unhappy.

Communication 93

Communication Fashion Innovation Brands 93

Magellan Solutions

NOVEMBER 13, 2017

Having the information a company needs before starting their business is important. Doing a market research and survey is one of the most important things before setting up a business or creating a new product. Business owners or their employees conduct market research when they “gather, analyze and interpret information about a market, about a product or service to be offered for sale in that market, and about the past, present and potential customers for the product or service; research into

Survey 53

Survey Marketing Social Media Government 53

ERDM

NOVEMBER 13, 2017

Article by Ernan Roman Featured on CMO.com As global director of CX strategy and enterprise experiences at General Motors, David Mingle has spent the past four years laser-focused on transforming the customer experience. “There is a lot of friction in today’s car buying process that we need to address,” said Mingle, who has held various management positions at Nissan North America, Chrome Systems, and Ford Motor.

Innovation 40

Innovation Customer Journeys Roadmap Customer Centricity 40

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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.

Customers

Verint

NOVEMBER 13, 2017

A recent Newsday article spotlighted Verint CEO Dan Bodner describing how artificial intelligence will help shape the future of customer service. In a keynote address last week at a conference hosted by the Center of Excellence in Wireless and Information Technology (CEWIT) at Stony Brook University, he said that consumers are demanding easy and productive interactions when they contact a company.

Virtual Agent 32

Virtual Agent Wireless Customer Service Banking 32

ShepHyken

NOVEMBER 13, 2017

Each week I read a number of customer service articles from various online 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. Improving Customer Experience with a Customer Centric Culture by Mansi Bhatia. (CustomerThink) Customer experience (CX) has gained a newfound glory in today’s industrial landscape.

Customer Service 15

Customer Service Chatbots Loyalty Programs Social Media 15

Inbenta

NOVEMBER 13, 2017

How did people find answers before the internet? Even those of us old enough to remember a life pre-web struggle to recall how we did our homework, checked for correct spellings or even resisted the urge to ask those questions we wouldn’t dare ask aloud without the relative safety of a search engine like Google. And yet humans somehow managed to exist before the World Wide Web was created in 1989.

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Chatbots Self Service e-support Virtual Agent 109

Elevio

NOVEMBER 13, 2017

Since customer support tools are the last line of defense and it’s what (eventually) is used to facilitate solving a user’s problem at some expense, they've never had the chance to evolve into something more powerful than reactive systems. What's more, because it's the last line of defence it's what often gets the credit. It's like giving morphine credit for fixing a broken arm.

Company 81

Company Self Service System Tools 81

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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.

Communication

Talkdesk

NOVEMBER 13, 2017

San Francisco had a busy week at Dreamforce 2017 last week. Talkdesk had a great time showing off our intelligent contact center technology and sharing ideas for the future of the industry. Here’s a quick rundown of some of Talkdesk’s activities from Dreamforce 2017: #1: Gadi Shamia shared five crazy ideas for transforming customer experience to a packed breakout session.

Contact Center 4

Contact Center Sales Analytics Conference 4

Maru/HUB

NOVEMBER 13, 2017

The ROI of NPS is undeniable and is an integral part of gauging your customer’s satisfaction with your company. So, how do you ensure you have a mature NPS program that generates profit? Our new infographic shows you how to do it with 4 ways you can drive profit from NPS. The post 4 ways to drive profit from NPS appeared first on Maru/Syngro.

NPS 40

NPS Infographics ROI Company 40

Maru/HUB

NOVEMBER 13, 2017

The ROI of NPS is undeniable and is an integral part of gauging your customer’s satisfaction with your company. So, how do you ensure you have a mature NPS program that generates profit? Our new infographic shows you how to do it with 4 ways you can drive profit from NPS. The post 4 ways to drive profit from NPS appeared first on Maru/Syngro.

NPS 40

NPS Infographics ROI Company 40