ijgolding

MARCH 20, 2018

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the third of the five (you can read the first – an interview with James Dodkins – here ; and the second with Chris Brown – here ). Tell me about your background. I was born in Iowa in the US – farm country.

Culture 61

Culture 2004 Customer Journey Mapping Customer Centricity 61

OpinionLab

MARCH 25, 2019

A new era of Customer Experience is upon us as CX moves steadily towards becoming a de facto strategic imperative for any organization seeking competitive differentiation and business growth in today’s marketplace. One important source of VoC that is often overlooked are the speech interactions that occur in the contact center.

Customer Experience 74

Customer Experience Contact Center Omnichannel Retail 74

OpinionLab

MARCH 25, 2019

A new era of Customer Experience is upon us as CX moves steadily towards becoming a de facto strategic imperative for any organization seeking competitive differentiation and business growth in today’s marketplace. One important source of VoC that is often overlooked are the speech interactions that occur in the contact center.

Customer Experience 60

Customer Experience Contact Center Omnichannel Retail 60

inmoment

SEPTEMBER 6, 2018

One of our main objectives at InMoment is to create products that get rid of the sense of impending doom customers associate with contact centers, and replace it with a state of resolution and peace. Contact centers that are not part of an organization’s primary business are commonly not included in strategy sessions.

Contact Center 40

Contact Center Customer Experience White Paper Touchpoint 40

Myra Golden

NOVEMBER 15, 2016

contact-form] I know that’s an easy question, but here’s the problem: Very few people in customer service actually get the training they need to get an angry customer to back down, regain control and gracefully respond to the customer who demands to speak to a supervisor. No, you weren’t imagining perfect agents in the Zappos Call Center.

Call Center 76

Call Center Workshop Customers Insurance 76

Myra Golden

NOVEMBER 15, 2016

contact-form] I know that’s an easy question, but here’s the problem: Very few people in customer service actually get the training they need to get an angry customer to back down, regain control and gracefully respond to the customer who demands to speak to a supervisor. No, you weren’t imagining perfect agents in the Zappos Call Center.

Call Center 76

Call Center Workshop Customers Insurance 76

ProProfs Chat

OCTOBER 31, 2018

blogs, product descriptions). Blog posts should be valuable to your market, with the aim of improving their lives (e.g. This kind of help may come in the form of a contact center, which customers can reach via chat or phone. Create relevant content. Content-wise, the tone should be conversational and easy to understand.

E Commerce 106

E Commerce Customer Experience Marketing Social Media 106

NICE inContact

MAY 1, 2019

The company has 75,000 associates, mostly agents, and provides contact center services to 400+ clients in more than 70 countries and in 45 different languages. But it was a first for Sitel when a global insurance client approached the company to build a soup-to-nuts contact center solution—technology included.

Contact Center 16

Contact Center Management Omnichannel Insurance 16

Avaya

JUNE 29, 2017

In our Executive Briefing Center (EBC) you can be awed and amazed, and find something new around every corner. Let me roll out the red carpet to a behind-the-scenes tour of the Avaya Executive Briefing Center. We’re not only sharing our center with you, but asking you to engage with it. Inside the Avaya EBC: Content is King.

Customer Experience 45

Customer Experience Multi-Channel Touchpoint Customer Journey 45

Service Untitled

FEBRUARY 17, 2010

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Are you meeting your customers’ service expectations? Find out more about Maria by visiting her main website, Salon de Maria.

Blog 41

Blog 2010 2006 Poor Customer Service 41

Comm100

MAY 10, 2018

You may recognize the way they hold up the line at checkout, the way they demand to speak to management, or the way a look of disbelief plants itself on their faces when they hear that what they are asking for simply cannot be done. Nobody likes a complaining customer, yet it’s something that every organization has to deal with.

Customers 84

Customers Download Customer Service Training Fashion 84

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Kayako

MARCH 21, 2017

This is why I connected with some fellow support leaders, Andrea Saez , Head of Customer Success at ProdPad , Eva Casado de Amezua , Director of Customer Support at Typeform , and Shaun Van Weelden , Success Engineer at Engagio. Now, even if it’s a support call or a billing call, he always contacts me directly to sort it out.

Interaction 84

Interaction Customers Innovation Feedback 84

Comm100

SEPTEMBER 7, 2017

It means knowing how to de-escalate a situation with an angry customer, and using problem solving skills to make sure that everyone walks away from the interaction satisfied.”. And many of them are already used to engaging with multiple contacts at once on social chatting platforms such as Facebook, WhatsApp, or iMessage.

Sports 46

Sports Average Handle Time Call Center Customer Service 46

SmartKarrot

MARCH 8, 2022

Her blog posts continue to serve as a valuable resource for people who seek to understand and master customer success processes. Currently, she’s the Customer Success and Customer Support Manager at Ascent Cloud, Ashna has experience of over 7+ years in Customer Success and Account Management. Diana De Jesus.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Avaya

JULY 8, 2019

New research from Vanson Bourne shows that almost all (99%) of organizations are using some form of artificial intelligence (AI) in the contact center. The research found that organizations using AI in the contact center are most likely to be only halfway through their implementation. Top Barriers of Contact Center AI.

Contact Center 45

Contact Center 2019 Financial Blog 45

Pointillist

APRIL 26, 2018

As per a Harvard Business Review Analytic Services study of more than 400 customer experience executives, one of the top challenges of customer experience management is achieving a single customer view. De-Anonymizing Identities. Barriers to Creating a Single Customer View. Why do most companies struggle in this endeavor? Social media.

Customer Experience 72

Customer Experience Events Touchpoint Customer Journey 72

PeopleMetrics

JANUARY 28, 2021

My name is Madeline, and I am the Marketing Manager here at PeopleMetrics, and I joined the team in 2017 - just about four years ago. I first started as an intern and then as an analyst on our projects, then as a project manager on our projects and now I'm on the business development team - so I'm here to talk about everything we do.

2001 62

2001 2012 Feedback Books 62

Comm100

NOVEMBER 8, 2017

This blog post will take you through a series of good customer service skills that you should look for when hiring live chat agents, and will give you some tips on how to spot these skills in your candidates. Do you: (A) Get up and leave (B) Complain to the manager about the situation, or (C) Shrug it off and wait for the food?”.

Customer Service 43

Customer Service Average Handle Time Download Communication 43