Playvox

FEBRUARY 20, 2024

The operations team was using spreadsheets and calendar tools for their scheduling needs. And, because the schedulers used different processes, it was a challenge to scale to meet the growing demands of their customer base. One of Playvox’s customers, MongoDB , had many of the typical challenges seen with dispersed global teams.

Management 88

Management Contact Center Communication Feedback 88

inQuba

MARCH 16, 2023

How did we use experience visibility to improve experiences? Insights gathered are then used to inform how experiences will be measured and how action will be taken to improve them. Insights gathered are then used to inform how experiences will be measured and how action will be taken to improve them.

Insurance 52

Insurance Measurement Customer Centricity Download 52

BirdEye

NOVEMBER 30, 2023

Online payment processing refers to the payment solutions you use to accept digital transactions. They are your key to accepting payments via credit cards, debit cards, Automated Clearing House (ACH) bank transfers, mobile wallets, and more. You can even accept EMV, contactless, and swiped card payments.

E-support 58

E-support Reference Banking Sales 58

Ann Michaels and Associates

OCTOBER 20, 2023

Yes, it is generally advisable for businesses to have a social media policy for legal purposes. A social media policy is a set of guidelines and rules that govern how employees and representatives of the company should use social media in the context of their work.

Social Media 52

Social Media Contact Center Government Financial 52

Horizon CX

SEPTEMBER 1, 2023

The first loop uses the goals or decision-making rules, and the second loop enables their modification, hence the “double loop.” In other words, we begin with a mental model and if that mental model is accepted as fact and you hold tenaciously to those assumptions, change can either be slow or non-existent.

Customer Centricity 98

Customer Centricity Presentation NPS 2023 98

Beyond Philosophy

AUGUST 11, 2022

Using this approach, he says at the end of the day, each team member should be proud to embrace the culture, vision, and goals and work towards achieving them. With this idea tucked up front in our minds, let’s consider what this means for you in today’s business: Accept that the world has changed. For example, Justin C.

Airlines 146

Airlines Net Promoter Score Culture Travel 146

Myra Golden

MAY 14, 2021

Your employer must have a clear mask policy. Without a clear mask policy, customers will take liberties, argue, and you’ll be frustrated. If your company doesn’t have a clear mask policy, send them a link to this post because I’m about to spell it out for them. Make the mask policy this clear: “No mask, no service.”.

Transportation 66

Transportation Interaction Customer Service Customer Experience Design 66

CSM Magazine

APRIL 7, 2023

Creating an inclusive environment requires more than just having a diverse workforce; it also requires fostering a culture of acceptance and respect. Additionally, employers should avoid using biased language in job descriptions and advertisements. Why is inclusion important? First and foremost, it’s the right thing to do.

Culture 52

Culture Communication Advertising Financial 52

Interactions

FEBRUARY 25, 2022

“Customer service isn’t what it used to be.”. Bean shocked the world with it’s lifetime guarantee policy. They would accept any returns, anytime, regardless of condition, if the customer wasn’t satisfied. Bean revoked this policy. This happens because outdated technology is being used. Do you remember it?

Customer Service 62

Customer Service Contact Center 2018 Technology 62

inQuba

FEBRUARY 21, 2023

What’s more, policy holders’ standards for personalized engagement have never been higher! At inQuba, we’ve seen journey-centricity achieve a 25% – 40% increase in policy holder onboarding conversion. So, how did we ensure that inbound calls were converted into policy sales? Nowhere is that truer than for insurance.

Insurance 52

Insurance Multi-Channel Download Reference 52

Beyond Philosophy

MARCH 26, 2021

Vaccine Passports could be used to ease up the lockdown and facilitate domestic business. However, it feels less acceptable in a bar situation—even though you will also be in an enclosed area. We are now used to this policy. However, when the businesses dictate the policy, like a theater chain, it feels different.

Government 78

Government Travel Sports Books 78

CSM Magazine

DECEMBER 21, 2022

Moreover, because your employees are your biggest asset, introducing DEI will show them that they are accepted and respected in the workplace regardless of their background. Using low-cost digital technologies, your transformation team may develop ways to improve the customer experience. Document Updated Operational Policies.

Social Media 52

Social Media Culture Document Leadership 52

BirdEye

OCTOBER 22, 2021

Whether the consumers are making payments online, via POS terminals, or paying using text , compliance to PCI standards ensures that your customers are assured that their payment information is secure. Businesses that accept, store, transmit, or process cardholder data must comply with the PCI DSS. Make every day payday with Birdeye.

2020 98

2020 Consumers Information Customer Experience Management 98

Playvox

NOVEMBER 29, 2022

While the issue is not unusual, it’s easier to manage if you have a solid call avoidance policy in place. When you create the right policy, you’ll get call avoidance rates down — to the benefit of both your customer satisfaction metrics and your agents’ experiences. 6 Tips For Writing Your Contact Avoidance Policy.

Contact Center 77

Contact Center Interaction Definition Social Media 77

Call Experts

SEPTEMBER 22, 2022

You can even use a FAQ page to increase sales and your customers’ trust. For example, you understand all the details of the service or product’s return policy. In addition, the support should be aware of the payment methods accepted. What is Your Return Policy? Can I Get a Refund? And How Long Does It Take?

Customer Service 52

Customer Service Call Center Social Media Customers 52

Help Scout

JULY 13, 2021

Running from responsibility The root of many terrible customer experiences is a company that is happy to collect money from a transaction but not to accept responsibility when things go wrong. Use systems to catch outliers. Don’t wait for a customer to report it; use technology to spot out-of-bounds situations.

Customer Service 136

Customer Service Customers Airlines Social Media 136

ClearAction

JUNE 25, 2023

You’re setting up management at all levels to use experience insights as North Star for their strategies, policies, processes, decisions, and handoffs. Is that acceptable to you? Would it be acceptable for HR or IT to be so immature? I can’t imagine any more useful online course. I love it.

Leadership 62

Leadership 2008 Touchpoint Employee Experience 62

Talkdesk

DECEMBER 2, 2019

I used to be a bit of a Harry Potter fangirl. With less disciplined agents, you run the risk of personal cell phone use happening while a customer interaction is taking place. Add in security concerns and there is much to consider when creating a cell phone policy for agents in the contact center. Acknowledge the issue.

Call Center 56

Call Center Contact Center Document Books 56

Myra Golden

FEBRUARY 14, 2019

If you say “because” when you’re telling a customer something, you’ll significantly increase the chance that they’ll accept your word as final. In her research, Ellen created a scenario where a person wanted to cut in line to use a copier in a library, and the request was made three different ways: 1.

Insurance 82

Insurance Workshop Webinar Customers 82

Playvox

DECEMBER 5, 2022

Actions: Review adherence and activity reports to determine if the agent is using unauthorized transactions. If IT does not use a ticketing system, ask IT for a log of issues to determine if the agent has reported an issue. Related Article: Why Your Contact Center Needs A Call Avoidance Policy . Reasons For Call Avoidance.

Contact Center 52

Contact Center Average Handle Time Interaction Article 52

CSM Magazine

FEBRUARY 2, 2021

A new case study revels how EVO Bank of Ireland Payments Acceptance (BOIPA) improved the customer experience provided to merchants who use its payment terminals, in spite of the challenges created by the pandemic. BOI Payment Acceptance ( BOIPA ) is a marketing alliance between Bank of Ireland and EVO Payments.

Banking 78

Banking Document Engagement Interaction 78

BlueOcean

MARCH 18, 2021

Using those resources, it was simple to choose and book a handful of cars you wanted to see in-person. The salesperson told us he required my son’s bank or credit card to prove he was serious about the purchase. In fact, he outright said to us, “This might be the day I quit my job!” The process was surprisingly simple.

Customer Experience 156

Customer Experience Retail Banking Customers 156

inQuba

FEBRUARY 21, 2023

What’s more, policy holders’ standards for personalized engagement have never been higher! At inQuba, we’ve seen journey-centricity achieve a 25% – 40% increase in policy holder onboarding conversion. So, how did we ensure that inbound calls were converted into policy sales? Nowhere is that truer than for insurance.

Insurance 52

Insurance Multi-Channel Download Customer Journey 52

Joe Rawlinson

JULY 5, 2020

Boosting employee retention can require quite a few changes to company policies and hiring processes. Evaluate current policies and create an actionable plan to work toward improved customer/employee retention. Below we’ll outline different tips and tactics that can be used to improve customer/employee retention simultaneously.

Entertainment 107

Entertainment Customer Retention Customers Communication 107

CSM Magazine

JULY 30, 2020

It is very important that the people who come in contact with your customers daily are able to convey your policies and products to customers efficiently and accurately. Customer service representatives need to keep a lot of information in their minds – names of customers, company policies and product details. Memory Retention.

Customer Service 59

Customer Service Customer Service Representative Communication Customers 59

Beyond Philosophy

APRIL 5, 2017

Although corporations may have written policies, particularly in relation to customers, it is important to consider the emotional and psychological impact of your mistake. Seeing that Wells Fargo violated the trust of their customers by their employees opening and moving customers money into their account, they had to accept responsibility.

Banking 133

Banking Communication Books Consulting 133

Happy or Not

OCTOBER 4, 2021

It’s normal and natural to get negative feedback, and receiving a few negative reviews is acceptable for any business. You need to acknowledge the problem, apologize, and work out an acceptable resolution. When explaining the reason for their experience, try not to place blame, but instead reiterate your no-abuse policy.

Feedback 69

Feedback Social Media Exceptional Customer Service Financial 69

Innovative CX

MAY 5, 2022

Who uses faxes anymore? If we agree that employee expectations have changed dramatically, if we accept the “great resignation” is underway, and if we believe there is a battle for talent, then why haven’t we changed our behaviors regarding how we are recruiting prospective employees and nurturing the ones we already employ?

Culture 59

Culture Social Media 2022 Contact Center 59

delighted

JANUARY 19, 2023

Using our new Sending Domain feature, we’ll provide you with a few records to add to your domain host’s settings. One of our customers even saw over 150 new reviews in less than 90 days of using the integration. Account audit Recurring questions we heard from our customers were: “What features am I using in Delighted?”

2022 52

2022 Net Promoter Score 2023 Metrics 52

Magellan Solutions

APRIL 23, 2024

For example, if one system records dates in the format “MM/DD/YYYY” and another uses “DD/MM/YYYY,” it can lead to incorrect interpretations. Implementing proper data governance policies , access controls, and auditing mechanisms can help maintain data integrity and prevent unauthorized changes or tampering.

Metrics 52

Metrics Measurement Poor Customer Service Reference 52

COPC

MAY 31, 2022

The COPC Customer Experience (CX) Standard is the most established and accepted performance management system. The latest updates, announced in August 2021, reflect the growing use of digital support technologies and consider the service journey as a whole. In May 2022, committee members will discuss using COPC Inc.’s

Customer Experience 104

Customer Experience Contact Center Consulting Metrics 104

CSM Magazine

MARCH 1, 2019

If you say “because” when you’re telling a customer something, you’ll significantly increase the chance that they’ll accept your word as final. In her research, Ellen created a scenario where a person wanted to cut in line to use a copier in a library, and the request was made three different ways: 1. May I use the Xerox machine?”.

Insurance 45

Insurance Workshop Consulting Customers 45

TechSee

NOVEMBER 18, 2022

Especially in the consumer sector, demand for service grows as customers begin setting up and using their new purchases and holiday presents. Review Your Technology Usage Policy with Your Teams. In order to ensure peak agent productivity and customer experience, use the next few weeks to reiterate the best practices for remote work.

Connections 109

Connections Contact Center Information Communication 109

SurveySensum

APRIL 1, 2024

Brand Example: Brooklinen, known for its high-quality bed linens at a direct-to-consumer price point, uses a consistent color scheme, font, and imagery that evoke comfort and luxury. Accepting and implementing customer feedback can enhance brand loyalty in 77% of customers. Compliance : Adhere to legal and industry regulations.

Brands 52

Brands Social Media Feedback Loyalty 52

Beyond Philosophy

JUNE 11, 2021

The general manager of the hotel explained that the customer was abusing one of his employees and the general manager wasn’t prepared to accept that abuse of his team. I thought the idea that he wouldn’t accept the abuse of one of his team was brilliant. Then, be consistent in your policy. Hanging on to them is the madness.

Net Promoter Score 99

Net Promoter Score Airlines Banking Telecommunications 99

Circular Edge

MAY 9, 2022

Learn everything you need to know about reverse logistics, including the types of logistics, the process involved, steps, benefits, challenges and how to use reverse logistics to create value for your business. When Is Reverse Logistics Used? The goal is to regain value from the product or dispose of it. Types of Reverse Logistics.

Transportation 52

Transportation Retail Metrics Consumers 52

Myra Golden

MAY 21, 2020

Prepare your frontline to create positive conversations and preempt escalations using the three keys that I’m guiding my clients to deploy in these stressful interactions. Please be patient with us as we adapt to this new normal of working from home.” Yet, our COVID-19 policy requires a mask for entry.”

Interaction 105

Interaction Customers Customer Relationships Blog 105