ShepHyken

OCTOBER 25, 2019

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. This is multiplied in a contact center as often the customer experience is the main focus.

Call Center 76

Call Center Leadership Blog Contact Center 76

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Blog 95

Blog Omnichannel Average Handle Time Contact Center 95

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. Intelligent Contact Routing to Self-Service.

Contact Center 78

Contact Center Customer Experience 2023 Customers 78

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Customer Centricity 169

Customer Centricity Voice of Customer Social Media NPS 169

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. Most people know what salespeople or customer service representatives do. Oh, so that’s customer service, right?”.

Customer Centricity 208

Customer Centricity Social Media Customer Service Representative Contact Center 208

ShepHyken

AUGUST 31, 2018

This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. However, there are enough examples that prove that companies can analyze the data to categorize it, find patterns and provide personalized recommendations to their customers. Proactive support.

Blog 74

Blog Social Media Insurance Contact Center 74

GetFeedback

SEPTEMBER 2, 2019

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more. Article No.

2019 210

2019 Article Net Promoter Score Financial 210

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor.

Blog 101

Blog Demo Competitive Advantage Insurance 101

TechSee

JUNE 10, 2021

Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. This blog challenges that status quo. Now, survey data is showing that more customers than ever are prepared to engage in self-service activities to avoid technician visits. .

Innovation 207

Innovation 2025 Transportation Consumers 207

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. Most people know what salespeople or customer service representatives do. Oh, so that’s customer service, right?”.

Customer Centricity 182

Customer Centricity Social Media Customer Service Representative Contact Center 182

Experience Investigators by 360Connext

FEBRUARY 4, 2019

There was a time in our history when touchpoints were…finite. When asked, ‘how does a prospect or customer interact with your brand?’ customer service calls. ’ a brand team might list something like the following. customer service calls. Customer Service Calls. advertising.

Touchpoint 187

Touchpoint Customer Experience Professionals Advertising Social Media 187

Upstream Works

MAY 27, 2021

Momentum remains strong for cloud contact center solutions, with most deployments still in their early stages. This is because cloud provides business value across the entire customer service value chain. Not only are their numbers much larger than IT, but they will be the most hands-on users of CCaaS solutions.

Contact Center 78

Contact Center Connections 2020 Fashion 78

Experience Investigators by 360Connext

FEBRUARY 4, 2019

There was a time in our history when touchpoints were…finite. When asked, ‘how does a prospect or customer interact with your brand?’ customer service calls. ’ a brand team might list something like the following. customer service calls. Customer Service Calls. advertising.

Touchpoint 173

Touchpoint Customer Experience Professionals Advertising Social Media 173

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 98

Call Center Contact Center Webinar 2021 98

Call Experts

SEPTEMBER 22, 2023

So, when you come across unfamiliar terms like “Call Forwarded Unconditionally,” it’s essential to understand what they mean and how they affect your calls. In this blog, we’ll decode the mysterious world of call forwarding and explain what “Call Forwarded Unconditionally” means for your calls.

Travel 59

Travel Call Center Communication Poor Customer Service 59

Alida

DECEMBER 9, 2016

A customer journey map is a simple idea that has become overly complicated. At its core, a customer journey map tells the story of a customer’s experience. It begins at initial contact, develops with engagement and forms a long-term relationship between a brand and its customers.

Customer Journey Mapping 224

Customer Journey Mapping Customer Journey Touchpoint Social Media 224

Upstream Works

MAY 4, 2021

What do customers want when they interact with your contact center? They want to have options in how they choose to contact you with seamless escalations to personalized service. Customers want resolutions on the first contact. Give your customers all that and more with Upstream Works for Amazon.

Connections 78

Connections Engagement Contact Center Technology 78

ShepHyken

JANUARY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. How do you keep your loyal customers? How do you keep your loyal customers? My Comment: This excellent article focuses on strategies and tactics to consider for your call center.

Article 48

Article 2023 Customer Service Contact Center 48

Upstream Works

DECEMBER 16, 2020

Digital customer engagement is about more than simply adding new channels to the contact center. Digital CX also enables contact centers and back office digital workers to truly understand their customers’ behaviors, wants and needs. Customer experience then becomes a core strategic focus for businesses.

2021 78

2021 Contact Center Customer Journey Mapping Social Media 78

Experience Investigators by 360Connext

AUGUST 23, 2018

We toss the word empathy around these days, especially in customer experience circles. And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. But, customers interact in big ways and small with your brand.

Touchpoint 151

Touchpoint Loyalty Programs Customer Journey Mapping Contact Center 151

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences.

Retail 83

Retail Customer Experience E Commerce Virtual Agent 83

NICE inContact

MARCH 14, 2019

Customer experience has never been more important in earning loyal brand advocates — and customers expect excellence when they engage with a brand. Customer expectations are changing, are you prepared to keep up? Consider these statistics: 8 in 10 consumers will switch brands after a bad customer experience.

Customer Expectations 68

Customer Expectations Contact Center ROI Webinar 68

ChurnZero

SEPTEMBER 29, 2023

Celebrating positive customer behavior is one of the most effective methods for increasing product adoption and deepening customer relationships. Yet many customer success managers overlook this simple practice. This is in part because the urgency to save at-risk customers can be all-consuming.

Webinar 52

Webinar Workshop Feedback Customers 52

Call Experts

JANUARY 29, 2020

Often, companies use analytics and dashboards to optimize programs, create custom reports, understand team workflows, analyze different trends, and keep the team focussed and happy. With all of these items to monitor, it’s easy to forget to prioritize your customer’s journey. . How can you monitor your customer experience?

Customer Experience 78

Customer Experience Contact Center Call Center 2018 78

Experience Investigators by 360Connext

AUGUST 23, 2018

We toss the word empathy around these days, especially in customer experience circles. And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. But, customers interact in big ways and small with your brand.

Touchpoint 110

Touchpoint Loyalty Programs Customer Journey Mapping Contact Center 110

BirdEye

NOVEMBER 7, 2023

As customers verify your brand’s reputation on top car review sites , you need to ensure that your email marketing strategy also delivers to meet their expectations. These emails are strategically crafted to engage potential customers, nurture leads, and drive sales. It is effective communication.

Sales 114

Sales Automotive Advertising Demo 114

One Millimeter Mindset

JULY 27, 2022

What you say to clients, from meeting to meeting, spoken, and written, matters. Because what you communicate, and how you communicate, either constructs or erodes why customers do business with you. For purposes of this blog post (and with her permission) I will refer to her as “Cynthia.”. Sound familiar? She was exhausted.

Leadership 84

Leadership Innovation Consulting Presentation 84

Upstream Works

JANUARY 9, 2020

So far, this series has addressed the impact of digital transformation and the importance of personalization as key contact center trends to follow in 2020. That’s a lot of ground to cover, but these are the core building blocks for delivering a great customer experience – CX – all the time.

Contact Center 78

Contact Center Omnichannel 2020 Communication 78

Uniphore

JUNE 10, 2021

3 Ways Call Center Coaching is Leading to Customer Churn. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results? Call Center Life: Things that make you go "Umm".

Call Center 59

Call Center Contact Center Average Handle Time 2021 59

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

SaleMove

FEBRUARY 26, 2021

Companies have been trying to route their customers to the right sales or service representatives forever. In fact when IVR came out, computers still relied on floppy disks and archaic phone systems were far from digital. . And not only that, but it is still the most widely used customer routing technology for contact centers globally.

Banking 78

Banking Contact Center Call Center Connections 78

Bold360

APRIL 1, 2020

Knowledge is power, especially during the COVID-19 pandemic when both individuals and organizations alike are struggling with uncertainty. No matter what happens next, your employees and customers will continue to have questions they need answered (and fast), even as your call center struggles to maintain operational continuity.

Call Center 95

Call Center Management Social Media Contact Center 95

Bold360

MAY 14, 2020

I came down from Mount Sinai, slammed my golden tablets of voice of customer data in hand in front of the people, and said…. It didn’t matter who had the ring. It just mattered that the mission got fulfilled. The customer is the hero of the story. Transitioning from the contact center to CX leadership.

Contact Center 52

Contact Center Leadership Customer Experience Average Handle Time 52

Call Experts

APRIL 14, 2023

IVR systems are designed to streamline communication and customer service for businesses through automation and simplifying interactions with callers. McKinsey explains that at one North American call center alone, over 10 million customer requests are handled by IVR technology annually. How Do IVR Systems Work?

Call Center 52

Call Center 2025 Customer Satisfaction Communication 52

Thematic

DECEMBER 9, 2019

We’ll also review what traditional companies can learn from tech companies when it comes to digital strategy and disrupting themselves. The one resource that all companies (both tech and non-tech) already have is customer feedback. Turns out customer feedback can really propel digital transformation, and it’s easy to get started!

Feedback 126

Feedback 2020 Travel Voice of Customer 126

Stella Connect

MARCH 30, 2022

Agent engagement is one of the biggest drivers of improving customer service and reducing attrition. Customer service leaders know it’s critical to recognize and reward top performance, but many of them lack a complete rewards program. Nixed the idea of a call center rewards program for similar reasons? Who will receive rewards?

Rewards Programs 52

Rewards Programs Call Center Contact Center Culture 52

Totango

MAY 28, 2021

It’s been a little over a month since that enthusiastic new customer sailed through the onboarding phase. The customer’s usage rates are low. User adoption is the rate at which your customers are actively using your product. The adoption phase is when your customer begins to integrate your product into their daily workflow.

Net Promoter Score 81

Net Promoter Score Metrics Customer Journey ROI 81