January, 2018

Improve Customer Experience with the Help of These 4 Teams

Kayako

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it.

How to Create the Perfect Customer Satisfaction Survey: Questions, Tips & Templates

Comm100

Running a successful business requires more than just a great product — it also means that you need to please your customers and ensure their satisfaction. However, knowing whether or not you are delivering service that meets their expectations can be difficult if you don’t reach out to them.

Speed is Leading Indicator of Great Customer Experiences, No Matter the Channel

inContact

When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand.

Forget About the Wow. What Should You Fix NOW?

360Connext

Customer experience repair and improvement can be completely overwhelming! There are so many areas to tackle. Those surveys don’t develop and send themselves. Then you simply must understand the journey by undertaking a robust customer journey mapping process.

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Expert Forum: Choosing the Best Path for Transforming a Legacy Contact Center

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

More Trending

Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences

Kayako

At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well.

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Are You a Customer Forensics Specialist?

Wired and Dangerous

DNA had been a star in recent years. TV shows make it the centerpiece of crime solving programs; the news media throw the label around like they might WMD’s or TSA. DNA is a nucleic acid that contains the genetic instructions used in the development and functioning of all known living organisms.

2018: New Ways Cloud Will Enhance Customer Care

inContact

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business.

11 Examples of Exceptional Customer Service From Companies That Walk the Walk

Promoter.io

At one point or another, most of us have had an experience with a company that we would classify as exceptional customer service. Maybe it was a pizza restaurant that threw in an extra order of breadsticks to show you that they appreciate your repeat business.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

AI and Customer Care: The Future is Here

BlueOcean

Siri, Alexa, and OK Google… these are the virtual interactions that Sci-Fi movies have portrayed for decades past. The future is, it seems, here at our fingertips. These technologies are sparking new expectations in today’s consumers on an almost daily basis.

The Importance of Simplicity in Customer Experience

Customer Bliss

This is a guest post written by Ricardo Saltz Gulko. Ricardo is on the international advisory committee of the Customer Experience Professionals Association and a thought leader in the CXUniversity. I don’t think anyone would argue that being a CCO is a hard job.

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Call Center Survey Questions for Better Customer Satisfaction

Comm100

KPIs and Analytics drive call centers as much as the people taking the calls. While data may be critical for the call center , we cannot overlook the often-ignored impact of feedback obtained from clients and customers directly.

Is Your Service Eye Candy?

Wired and Dangerous

Eye candy. It is such a really cool label. It should be a phrase that has a terrific reputation. After all, who doesn’t like candy? And, “a sight for sore eyes” is a positive and encouraging statement. Most of us see too much plain vanilla and drab stuff.

Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

The Top Five “Must Have” Contact Center Phone System Features

inContact

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018?

Can you transform angry customers into loyal ones?

Vision Critical

An angry customer is still a customer—until they’re not. That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly.

3 Tips to Make You Overcome Fear of Disruption

360Connext

Disruption is a word that can inspire fear. After all, disruption is what led to the fall of many companies who considered themselves “too big to fail.”

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Wouldn’t You Want To Do Business Like This Every Day?

Steve DiGioia

…so what’s stopping you? This original article was written by Steve DiGioia. Close your eyes. Imagine walking into a store and are immediately met by a pleasant employee with one goal in mind; to ensure you find the best product that suits your needs exactly as you wish.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

How to Draft Effective Customer Satisfaction Survey Questions for Hotels & Tourism

Comm100

Hotels and tourism simply wouldn’t exist without the positive perceptions of the people who use them.

Best of the Podcast: How to Create A Path for CX Leadership with Google’s VP of Ads and Commerce UX

Customer Bliss

Happy New Year! I’m still on vacation from new podcast recordings, and during this interim, I’m replaying 3 of my most popular podcast episodes of 2017. Have you listened to The Chief Customer Officer Human Duct Tape Show ?

Best Practice Number Three: Avoid Silo Channels

inContact

The last entry detailed how designing your automation based on existing live agent behavior is essential to a consistent and efficient customer experience.

Marketers plan to prioritize customer loyalty, but doing so comes with challenges

Vision Critical

It’s always been easier to keep existing customers than land new one, but keeping loyal customers doesn’t come without its own set of challenges.

Get the Stats- Don’t Become a Tragic Customer Experience Statistic

The results are in: only 2% of customers prefer chatbots. Yet 66% of businesses plan to use a chatbot this year, with the intention to improve customer satisfaction. Are you surprised? If so, you’re not alone. Understanding customer expectations is key to your CX strategy. But technology and consumer preferences change so fast. How well do you really know what your customers want?

{Infographic} Empathetic Design

Michelli Experience

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli.

Customer Service Lessons from The Best 22 Toons of The Shepard Letter

Customer Guru

Happy customers play a major role in bringing repeat business and business through word-of-mouth and referrals. When a customer service agent resolves a customer’s grievance with immense care and attention, the customer will talk about it to his friends and family.

How To Create Successful Customer Satisfaction Survey Questions for IT Helpdesks

Comm100

Running an IT helpdesk isn’t easy. It can be tough to find agents who have the right balance of technical knowledge with great customer service skills, and even tougher to assess whether you’ve truly got that balance right.

Customer Experience Strategies: 5 Tips for Profit and Growth (2018)

Michel Falcon Experience

In this video, I’m going to share five customer experience strategies, that will grow your profit, and help you build a successful company. I know that these strategies work, because I use them within my business on a daily basis.

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How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

BPO Giant Webhelp Relies on NICE inContact for Omnichannel Capabilities

inContact

On its way to becoming an international powerhouse in business processing (BPO) and customer experience outsourcing, Webhelp partnered with NICE inContact back in 2010.

Take Action Against These 4 Culprits That Hinder Customer Experience Growth

Customer Bliss

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start.

One if by Voice, Two if by Drone – Make it Easy or Turn out the Lights

Michelli Experience

So, who’s in your home? Is it Alexa, Siri, or Google? If none of them occupy a nightstand or counter space, it is likely only a matter of time. Voice Activated Assistants and Voice Internet Access.