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Here at CC Expo, it’s clear that the world of the contact center is at a turning point. The Expo hall is crammed with state-of-the-art technologies and promises of automation, higher efficiency, lower costs. New software and solutions are dazzling and daunting in equal measure. While it’s important to adapt to technological change, it’s important also to be able to look at your customer service function and seek to improve what’s there already.
Part of the ritual of eating a meal in a good restaurant is the waiter asking if you’re enjoying your food and if there is anything else they can get for you. Now, you might not think much about that particular restaurant practice – after all, it’s just a simple customer follow-up question shortly after your food has arrived. However, there are a few lessons in this simple example of customer service that are valuable for anyone who works in customer support.
Let’s look at why it’s attractive on the surface to undertake DIY speech analytics and the pitfalls companies we work with have encountered when they have tried.
Customer service is often not seen as the effective marketing tool that it is. It’s no surprise: on the surface, the two departments and their goals seem distinct from one another: Marketing is all about customer acquisition (or, attracting new customers), while customer service is all about customer retention. And yet, limiting customer service’s definition to that superficial definition ignores a big part of its potential.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
by JD Fairweather. There was a time where video games were purchased, played and completed with no reason to interact with their creators. The enjoyment to be had was contained within a small window of experience and replay-ability reserved for the most dedicated of fans. Post-purchase interaction with the game developers or publisher was limited to a P.O.
Knowing your user’s story is central to a great onboarding experience – but how do you actually tell that story ? At some point you need to write the content of your onboarding: words, sentences, value props, the works. Ultimately, it’s the content that helps your users achieve their goals. That’s a lot of heavy lifting for just a few bits of text. As it turns out, writing your onboarding is a real job, and it’s often harder than you might think.
Interactive voice response ( IVR ) is a phone system that uses the phone keypad or voice recognition to direct customers through a company’s customer support system. Depending on the industry, customers might be calling about product support like a smart home device , subscription information or financial issues. IVR systems guide customers towards a specialized support agent or accessing a self-service solution.
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Interactive voice response ( IVR ) is a phone system that uses the phone keypad or voice recognition to direct customers through a company’s customer support system. Depending on the industry, customers might be calling about product support like a smart home device , subscription information or financial issues. IVR systems guide customers towards a specialized support agent or accessing a self-service solution.
Creating a Frictionless Experience. As a global customer experience consultant for nearly two decades, I have never heard a customer say, “Gee! I wish that buying process was just a little more complicated!” Why? All customers want their experiences to be easy. When things aren’t easy in a given moment, we describe that as friction.
There was a time when customers only had a single choice when it came to contacting a company's customer service department. They had to dial a number to reach the department by phone—and make sure that they did so during the company's customer service department's hours of operation. Read More.
Mid-market and enterprise sales deals are undeniably complex. There are many decision makers, feature requests and critical dependencies that you have to navigate. Successfully managing complex sales requires a different level of visibility into your deals. You need a structured way to see and track exactly what’s required to progress the deal forward, while also staying flexible enough to adapt to changing deal dynamics.
Customer success initiatives are critical in ensuring your product gives customers the positive outcomes they’re looking for. But how can you tell if your customer success team’s hard work is paying off? One way is to use key performance indicators (KPIs) to make an abstract concept, like customer success, quantifiable. There are many different KPIs, and each evaluates progress toward goal completion from a different angle.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
Escalated calls are frustrating for everybody – the employee who knows she could’ve done the exact same thing the supervisor did, the supervisor whose hair is on fire, and for the customer who has lost time. It’s time to fix the escalation problem. Here are three ways you can prepare your employees to de-escalate so you can take a little stress out of everybody’s life. 1.
In today's world we have come to realize that technology makes our lives easier. Incorporated into almost all daily used devices, from smart phones to smart refrigerators, technology simply makes our personal lives easier to manage thereby creating a more efficient use of our personal time. Read More.
A product roadmap is a high-level, visual representation of the direction your product offering will take over time. A good product roadmap will provide your colleagues and stakeholders with the “why” behind your product and should serve the following purposes: Lay out the overarching strategy. Provide high-level instructions for executing the strategy.
Culture is defined by actions. It is a tangible presence customers can see and feel in the way you engage them, respond to them, and present the product. Creating the right culture within your enterprise is, therefore, a matter of giving employees the right customer success tools and establishing best practices for using them. In today’s digitized, subscription-based environment, these best practices are based on finding out all you can about your customers and then using that data to create a c
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Imagine your newest and most timid employee’s next call is from an irate customer. The customer is ranting so loudly that the person across from her can hear his voice. But your employee is calm and confident. She’s saying things like, “Umm…hmm,” “I see….” and “I realize this whole thing has been frustrating for you.”. She’s leaning in toward her computer and listening to the customer.
My clients always say that implementing daily huddles is the best decision they made in regards to their customer experience journey, but arguably the most difficult. And I agree with them, it is a challenge to get everyone to commit to adding another meeting to their jam-packed schedules. Everyone is so busy that you. Read Full Article. The post How Simple, Daily Huddles Make Your Business Better appeared first on The DiJulius Group.
Jamie knew something was wrong when his alarm clock didn’t greet him by name. Weird, he thought. Things quickly got weirder. The water in the shower wasn’t set to the right temperature. The traffic report mentioned an accident nowhere near his route to work. When the radio played a song he had specifically banned from his play list, he knew something serious was wrong.
Will Robotic Process Automation Replace Human Workers? 4/25/2019. By Donna Fluss. View this document on the publisher’s website. The bots are marching in, a trend that is going to continue at an increasing pace as the use cases for robotics expand to address opportunities throughout organizations. Automation and artificial intelligence (AI) are allowing companies to re-imagine and re-invest in all aspects of their businesses, including their employees.
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
Anger Can’t Be Ignored. We’ve all chosen to not dignify a person’s absurd comment with a response, or perhaps you’ve stepped over a toddler sprawled on the floor in a tantrum, letting them scream. Dismissing fits of anger can be a healthy response in some situations – unless the infuriated person is your customer. Let me unpack this.
Most people who have used live chat as a customer know its?biggest?advantages: it’s?quick, convenient, and fits your need for instant communication when you can’t (or don’t want to) pick up the phone. Nowadays, customers expect to be able to choose how they contact your business, in ways which are convenient for them. Imagine if your bank only provided information over the phone – it would be?
The traditional format of training and learning in different organizations is shifting towards a more mobile environment partly due to the limitations of the traditional classroom method and partly due to the need to keep pace with this tech-driven world. The classroom mode restricts the learning of employees – they have to leave their day jobs to receive training to improve performance at work.
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Image courtesy of Pixabay How do leaders drive (lasting) change? Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum. The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course, as well as about leadership and business. One of the stories that Troy shared resonated with me because it's exactly the kind of thing that I talk about when it comes to driving lasting change:
We had a keynote from Geeta Wilson, a great sharing from Foot Locker, and said good-bye to the CXPA’s rock Lesley Lykins. HoC team members Ben London and Diane McManman and I posed with her as we said good-bye. The post Report from Day 2 of the CXPA Insight Exchange appeared first on Heart of the Customer.
More and more call centers are offering a call-back option as an alternative to putting customers on hold. At Fonolo, we see this trend through the increased demand of our own call-back solution. We also see it in survey results such as this one from Contact Babel last year. We just received an early copy of a new report, by Ryan Strategic Advisory, that surveyed 491 enterprise executives who had decision-making authority of their company’s contact centers.
“I was really looking to achieve an experience that was elegant. I’m a big believer in that,” said Eleanor O’Neil, regarding her decision to create a customer success forecasting system. Eleanor is the Chief Customer Experience Officer at Workshare , a B2B company that manages document productivity and security software for legal firms.
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Change the channel. Branding used to be all about presence in shops and classic advertising: shelve space and air time were the best ways to get your brand out there. But in the virtual world, we’ll need to approach our advertising differently. And that’s something that we’ll need to start experimenting with now. On Saturday February 2, the world’s largest ever virtual concert took place within the video game Fortnite: no less than 10 million people streamed the 10-minute DJ set by Marshmello, w
Jim checks in after Day 1 of the CXPA’s annual Insight Exchange, where he is this year’s host. It includes information about story-telling, Ian Golding, and AirBNB. The post Report from Day 1 of the CXPA’s Insight Exchange appeared first on Heart of the Customer.
“Whoever closes the most tickets by 5PM gets a $50 gift card!”. “5 extra gold stars if you’re able to close 20 tickets today!”. “Every ticket you close is another entry into our iPad drawing on Friday!”. If you’ve ever worked in or been a part of the customer support industry, you’ve likely seen or directly experienced “contents” or “games” like the scenarios listed above.
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
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