Sat.Jan 05, 2019 - Fri.Jan 11, 2019

Empathy Is the Most Critical Soft Skill and Has Been for at Least a Century

CX University

In the Bible of Self-Help Books, “How to Win Friends and Influence People,” by Dale Carnegie, the author spends at least two out of every three chapters discussing an aspect of empathy. Two out of every three.

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5 New Customer Service Skills Your Employees Need (and How to Train Them Properly in 2019)

Michel Falcon Experience

There are many customer service skills that employees must possess to contribute to the success of a company. Things such as friendly, proactive, going above-and-beyond all come to mind.

3 Obvious and Non Obvious Signs Customer Product Usage is Slipping

ClientSuccess

As a customer success manager (CSM), your goal is to help your customer accounts change their behaviors by using your product(s) to drive positives outcomes and ROI throughout their entire journey with your company.

How are Omnichannel and Artificial Intelligence Changing Quality Management?

NICE inContact

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context.

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.

3 Downloadable Resources to Help You Earn Customer-Driven Growth

Customer Bliss

Are you doing all that you can to help your company earn customer-driven growth? The key word here, is, earn. You can earn customer growth by anticipating their needs, extending patience, and showing respect at all times. This is a topic I address in my latest book, Would You Do That To Your Mother?

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The Inextricable Link Between CX & EX

Experience Matters

If you’ve followed our research, then you know that we’ve always viewed employee engagement as a fundamental component of customer experience. One of our Six Laws of Customer Experience is that “Unengaged employees don’t create engaged customers.” ” It just makes sense. How can you possibly expect to consistently deliver great customer experience with apathetic or disengaged employees?!?!

A Single Customer Experience Prediction for 2019

Vision Critical

In 2018, Experience Management (XM) arrived. Customer centricity is now a long-term, strategic imperative at the executive level.

Our Top 10 Customer Experience Posts of 2018

Kerry Bodine

It’s the beginning of a new year, which is always the perfect opportunity to reflect on the past and make grand plans for the future. And just in case you’re wondering, that’s exactly what we’re doing here at Kerry Bodine & Co.)

5 trends in B2B customer experience management

Lumoa

Find out what are 5 leading trends in B2B customer experience management in 2019. Drive your business-to-business operations to customer success and advocacy. Understand the influence of customer feedback on B2B operations. RSS generated with FetchRss

B2B 213

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

The True Cost of Losing a Customer

BlueOcean

One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple.

How to Set Up a 24-Hour Support Operation Your Customers Will Love

Kayako

As your business and customer base grow, there’s a question every support leader has to answer: Do we need to expand our support operation? When you serve more customers, the demands on your support team grow. But that’s not all—those demands fundamentally change , too.

How To 177

How a Clean Energy Start-up Approaches Customer Experience

Customer Bliss

As conversations around sustainability and corporate social responsibility continue to increase, I think you’ll enjoy this timely conversation with Michael Bair , Senior Director of Member Experience at Inspire , a clean energy tech start-up.

How to solve customer billing and payment problems with visual engagement

TechSee

Billing and payment issues represent a top driver of inquiries to customer service centers. Some issues repeat themselves over and over and are simpler to resolve, such as customer profile changes or subscription cancellations.

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.

Why Are You Hating on Your Customer So Much?

Steve DiGioia

My ham and cheese omelet was delicious, cooked perfectly and piping hot. Bite after bite I tore into the food while thinking of what lies ahead for my day. Another swallow to savor then I heard it…. “I I can’t take these people, I hate customers!”.

Our Top 10 Customer Experience Posts of 2018

Kerry Bodine

It’s the beginning of a new year, which is always the perfect opportunity to reflect on the past and make grand plans for the future. And just in case you’re wondering, that’s exactly what we’re doing here at Kerry Bodine & Co.)

Customer Experience Metrics: Understanding CSAT, CES, NPS, and 5-Star

AskNicely

In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator for brands. Validating that, AskNicely’s 2018 NPS Benchmark Study found forward-looking companies that strategically step away from price wars to concentrate on customer experience metrics are discovering more retention and better growth. Three Reasons Customer Experience Must be Top-of-Mind. More Retention.

Ohio Mutual Insurance Group Talks CX

MaritzCX

MaritzCX Provides the Tools and Technology Needed to Research, Measure, and Focus the Customer Experience Chris Neeson, Customer Experience Leader at Ohio Mutual Insurance, attributes their CX Program success to a combination of knowledge, expertise, and selecting the right partner. Hear how they deliver the best experience to their policy holders by identifying issues and. View Article. Financial Services

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

How to Improve Call Center Customer Satisfaction (CSAT)

NICE inContact

Call Center Customer Satisfaction (CSAT) is, together with other customer related measurements like Net Promoter Score (NPS) and Customer Effort Score (CES), among the most widely recognized and frequently used KPIs in the call center. What is it, why is it so important and how can you improve CSAT in your call or contact center? Let’s investigate. . CSAT is a measurement that is based on customer feedback.

Are Your Departments Partnering to Deliver Great Service?

Wired and Dangerous

Copyright: floralset / 123RF Stock Photo. Customers are different today! Their expectations have increased dramatically in the last 12 months! They have raised the bar on how they view customer experience.

Episode 33 – The Compounding Effect of CX Efforts

Kristina Evey

Shownotes: The Compounding Effect of CX Efforts The most important thing in CX? Stick with it Can’t be like a … Read More Episode 33 – The Compounding Effect of CX Efforts. The post Episode 33 – The Compounding Effect of CX Efforts appeared first on Kristina Evey. Shownotes: The Compounding Effect of CX Efforts. * The most important thing in CX? Stick with it. *

My Understanding of AI in CX so Far. Things Could Change!

CX Accelerator

I’m not known for being quick on the uptake by those closest to me. A couple prime examples include long division and driving a stick-shift.

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.

Considering the Cloud? The Forrester Wave Did the Homework

NICE inContact

When it’s time to upgrade your contact center to the cloud, one of the biggest headaches is doing the homework on viable solutions. It’s the start of a new year, and like many other organizations, you’re probably knee-deep in the process of planning and budgeting to meet the strong business goals you’ve set—or that have been set for you.

No Toilet Paper – Is Customer Service Getting Worse?

ShepHyken

Some people claim that customer service is getting worse. I disagree. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies who teach us what good customer service should be.

Episode 31 – A Clear Plan for Huge Impact in Your 2019 CX Efforts

Kristina Evey

Shownotes: #31 – New Year, New Role, New Focus Phase 1 : Get your own perspective “Shop your company” Talk … Read More Episode 31 – A Clear Plan for Huge Impact in Your 2019 CX Efforts. The post Episode 31 – A Clear Plan for Huge Impact in Your 2019 CX Efforts appeared first on Kristina Evey. Shownotes: #31 – New Year, New Role, New Focus. Phase 1 : * Get your own perspective. * “Shop your company”. Talk to EVERYONE.

Why growing support teams should focus on one channel not many

UJET

Great omnichannel support requires the right tools and training to ensure that your team provides a consistent customer experience. As your company grows, you'll need to support a higher volume of customers—which means scaling your customer-support team to meet their needs.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.