Interaction Metrics Launches a Brand Overhaul

InteractionMetrics

Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. Interaction Metrics research methods and workshops are the most scientific, yet cost-effective in the Customer Experience industry. No more useless data!

Who Writes YOUR Words? – Tip #29

Steve DiGioia

Let them find a way to connect with the customers based on their daily interactions with them. Speak to me like a person instead of how you are scripted by the corporate offices to “maximize the guest interaction” That only works on paper, not in person.

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‘Everybody’ customer interaction

NewVoiceMedia

Every interaction with your customer is a customer service interaction. When good beats best: Three tips for delivering an effortless customer experience that meets expectations. The post ‘Everybody’ customer interaction appeared first on Blog | NewVoiceMedia.

What is an IVR (Interactive Voice Response)?

NICE inContact

At the simplest level, an IVR (Interactive Voice Response) is an automated interface that allows you to interact with callers to gather data, and potentially resolve an issue without having to direct that caller to an agent. This shortens call handle times and frees up agent resources to handle more complex interactions. The ability to automate some basic interactions, reducing agent churn and increasing availability of those automated interactions to – ideally – 24/7/365.

IVA is the New IVR Masterclass

Speaker: Brian Morin, CMO & Phillip Fisher, CX Consultant at SmartAction

Join Brian Morin, CMO, and Phillip Fisher, CX Consultant as they discuss how IVA (intelligent virtual assistants) powered by advanced speech recognition and natural language processing are replacing the traditional IVR with “How can I help you today,” instead of “Press 1” and helping customers self-serve common requests.

There’s an Upset Customer. Now What? – Tip #4

Steve DiGioia

Day in and day out, we must strive to provide the optimal experience for each customer interaction. – Tip #4 appeared first on Steve DiGioia. Tips on Thursday an upset customer forgiving customers

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Customer Service is a 2 Way Street – Tip #2

Steve DiGioia

It takes both sides of the interaction doing their part to provide a great customer experience. But sometimes, as customers, we fail to do our part and fail to understand what steps we must take to make this interaction successful. Customer service is a 2 way street.

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How to Make Your Customers Feel Important – Tip #19

Steve DiGioia

Every server in the restaurant industry has their own style, their own manner, and their own way of interacting with their customers. The post How to Make Your Customers Feel Important – Tip #19 appeared first on Steve DiGioia.

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10 Top Tips for Avoiding Complaints and Managing Them

Helen Dewdney

The Complaining Cow’s Ten Top Tips for the Complained Against! One store I sometimes shop in has put in one of those interactive screens where you tap on the answer. Bonus tip! The post 10 Top tips for avoiding complaints and managing them first appeared on [link].

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Still on the Fence? How to Sell Your Manager on Interactions 2018

NICE inContact

If your manager still hasn’t committed to sending you or your colleagues to Interactions 2018, there are some powerful reasons you can share. At Interactions 2018, you’ll be interacting with your peers from other business segments in addition to industry experts. With the training, the breakout sessions, and so many practices and tips for improving efficiency and saving money, Interactions consistently delivers a high ROI.

5 Tips to Improve Customer Support Phone Interactions

ModSquad

While an inbound support plan is often passive, you can take steps to ensure that your callers experience a top-notch interaction. Believe it or not, when your agents are smiling, they’ll sound sunnier and friendlier to the caller, making for a more positive customer interaction. They’re the ones interacting with your customers. How well are you taking care of customers with your inbound customer service program?

Are Your Pet Peeves Putting Your Job in Danger? – Tip #9

Steve DiGioia

If we cannot do this, then we need to find another line of work that doesn’t interact directly with customers. – Tip #9 appeared first on Steve DiGioia. Tips on Thursday drives us nuts Pet Peeves Putting Your Job in DangerFirst off, what’s a “pet peeve”?

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5 Tips to Improve Call Center Selling

NICE inContact

Move from a service interaction to a sales interaction . That said, every customer interaction is unique and so offer your agents some flexibility in their approach. . The post 5 Tips to Improve Call Center Selling appeared first on NICE inContact Blog. Successful call center agents are trained to pinpoint customer needs and resolve their pain points.

Make Chat Interactions Friendly by doing 4 easy things!

Myra Golden

You can do four things in chat interactions, starting today, to make them more human. Drop these four tips in your chat, and you’ll have human tone chats; they leave customers impressed. Chat support is not supposed to be rote like an ATM transaction.

Tips & Tricks: reCAPTCHA in Surveys

SurveyGizmo

Email filters are a point of defense in an email server that have the potential to interact with your survey invitation link. Why would email filters interact with my survey invite link? The post Tips & Tricks: reCAPTCHA in Surveys appeared first on Alchemer. Survey Tips

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5 Tips to Improve Customer Support Phone Interactions

ModSquad

While an inbound support plan is often passive, you can take steps to ensure that your callers experience a top-notch interaction. Believe it or not, when your agents are smiling, they’ll sound sunnier and friendlier to the caller, making for a more positive customer interaction. They’re the ones interacting with your customers. How well are you taking care of customers with your inbound customer service program?

4 e-Newsletter Tips To Ensure Your Company’s Success

QuestionPro Audience

We’ve compiled a list of best practices to ensure you are utilizing this personal interaction with your customers or clients. . No matter how much someone loves your products or services, if every interaction with your brand is “buy, buy, buy”, you will have unsubscribers so fast your head will spin. You want every interaction with your customer to show your company in the best light, and this is any easy one to execute.

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7 Tips to Manage Customer Expectations

NICE inContact

Here are some key customer expectations and some tips towards managing them . Provide agents with true omnichannel capabilities within an interaction, which enable them to pivot to the channel that is best suited to resolve the issue. Know me better – Integrate with CRM and other systems that provide a complete customer journey information including profile, preferences, past interactions and touch points across channels.

Gain Workforce Optimization Tips from Top Brands

NICE inContact

45 Workforce Optimization (WFO) Ideas in 45 Minutes features four panelists sharing practical workforce optimization tips based on their extensive experience managing contact center teams. Gaining insights into internal process improvement opportunities through interaction analytics tools. The post Gain Workforce Optimization Tips from Top Brands appeared first on NICE inContact Blog.

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Get Ready for The Shopping Season with These 10+ Tips

Comm100

Use these tips and best practices to make this year’s busy shopping season the most lucrative one yet. Recommended for you: How to Go the Distance: Key Tips and Practices for Managing a Remote Live Chat Team. By brainstorming ideas for how to best handle the shopping season before it hits, you will be able to optimize processes, sail past your competition, and turn customer interactions into memorable moments, even during the busiest time of year. Introduction.

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How to Use Interactive Video for Self-Service Support

Kayako

Interactive video takes things to the next level – by giving your customers a complete support experience in one. So how can interactive video fit into your self-service support offering? This is where interactive video comes in. What’s the deal with interactive video? Interactivity helps keep your viewers engaged. Let’s sum up the points in this interactive video: 1. Tips and best practices.

10 Tips for Connecting with Customers Emotionally

NICE inContact

Bearing that in mind, here are 10 tips for connecting with customers emotionally. Using first names is a first step, but good CRM data gives agents multiple opportunities to connect with customers based on their previous brand interactions. Agents can also provide better customer service simply because they know the customer’s preferred channel, previous purchases and interactions.

Gain Workforce Optimization Tips from Top Brands

NICE inContact

45 Workforce Optimization (WFO) Ideas in 45 Minutes features four panelists sharing practical workforce optimization tips based on their extensive experience managing contact center teams. Gaining insights into internal process improvement opportunities through interaction analytics tools. The post Gain Workforce Optimization Tips from Top Brands appeared first on NICE inContact Blog.

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100 Customer Experience Tips in 105 Characters (Or Less)

Experience Matters

I’ve decided to take on a personal challenge: Tweeting a new customer experience tip for 100 straight days. The tips will cover the four customer experience core competencies : Purposeful Leadership (PL) , Compelling Brand Values (CBV) , Employee Engagement (EE) and Customer Connectedness (CC). Here are the 100 #CX Tips: #CXtip 1 : Examine #insights for #customers’ journeys, not for individual, siloed interactions. #cx

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5 Tips to Improve Call Center Agent Productivity

NICE inContact

Here are some tips to improve agent productivity in your contact center. . Automate with intelligence – With the proliferation of channels, interaction volumes as well as complexity is increasing. Be more proactive – Proactive notifications in multiple channels can bring down the number of live interactions significantly low, especially when there is a system outage or other systemic issues that have impact on a majority of customers.

Six quick tips to target the right respondents for market research

QuestionPro Audience

Below are some tips to help you target the right respondents for market research. Gamification rewards like interactive points, cash, gamification points, and donations keep the community alive and highly engaged.

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“Next!” Top 5 Tips to Reduce Customer Service Wait Time

Comm100

Interactive Voice Response (IVR) is often used to mitigate long wait times by routing callers to the appropriate agent or department, but this too can backfire. Top 5 Tips to Reduce Customer Service Wait Time appeared first on Comm100.

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Watch your Etiquette! 7 Tips for Improving Contact Center Etiquette

NICE inContact

Be mindful of these tips for improving contact center etiquette: . There’s nothing like social chatter buzzing in the background to kill focus and concentration (see Tip #2!). Customers may be irritated or angry – you can usually gauge this within the first few minutes of the interaction. The faster you can locate information for your customer, the more efficient (and stress-free) your interactions. What are your best tips for improving contact center etiquette?

6 tips to improve your IT support

ViiBE Blog

This article will go over six tips to help you improve IT support and turn frustrated customers into satisfied ones. Tip 1. Your training should focus on service recovery , which is the strategy of turning a customer service failure into a successful interaction. Tip 2.

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Content Marketing Tips from 2020

DemandJump

We saw content take new relevancy as a vast percentage of our workforce became more reliant on web-based communication and interaction. Look to 2020 as a testament of how rapidly content marketing strategy (and everything else, for that matter) can be turned on its head.

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21 Tips for 2021 Customer Experience Excellence

ClearAction

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond: 1) Stop referring to customer experience as interactions.

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5 Tips for Integrating Automation into Your Customer Experience Strategy

Conversocial

The retail industry offers the clearest picture of the digital reckoning of the past 12+ months - the world saw a growth in retail eCommerce sales of 27.6% worldwide in 2020.

These 15 IVR System Design Tips Will Take Your Results from Customer Enragement to Customer Engagement

NICE inContact

Interactive voice response (IVR) systems are the gatekeepers to the contact center. As such, they set the tone for the entire interaction.

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Guest Post: 5 Tips to Improve a Bad Customer Experience

ShepHyken

He writes about how to turn negative customer service interactions into positive experiences. You would more than likely prefer if all of your customer interactions and transactions were completed smoothly and resulted in positive experiences for the customer and your business.

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The Truth About Moments of Truth

Heart of the Customer

Those are the key interactions that have a disproportionate impact on a customer’s overall perception of the journey.

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Top Four Tips to Build Powerful and Consistent Customer Experiences

Daniel Group

Top Four Tips to Build Powerful and Consistent Customer Experiences. Using our 30+ years of customer feedback data, we have developed four simple tips to help you improve the consistency of your CX program. When customers interact with your company, they also want consistency.

5 Tips for Managing Customer Expectations

Comm100

A customer’s expectation is what he/she anticipates will and won’t, as well as what should and shouldn’t, happen when interacting with your company. What others say, online or in person, can color how customers interact with you. The post 5 Tips for Managing Customer Expectations appeared first on Comm100. Customer satisfaction is dependent upon knowing your customers’ needs and expectations.