3 Reasons Why Agent Empathy Makes for Happier Customers
Callminer
JUNE 17, 2019
Call centres give customers reasons to leave and to stay. Having agent empathy is key to creating happier customers who are coming to you with a problem.
Callminer
JUNE 17, 2019
Call centres give customers reasons to leave and to stay. Having agent empathy is key to creating happier customers who are coming to you with a problem.
Intercom, Inc.
JUNE 20, 2019
It is 50 years this month since the Stonewall riots in New York City, which were a response to discriminatory police raids against the LGBTI+ community. The Christopher Street Liberation Day March which marked the anniversary of the riots is considered to be the first ever Pride. This major anniversary has been inspiration for us at Intercom to pause and re-evaluate our approach to Pride.
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Beyond Philosophy
JUNE 17, 2019
As I often tell my audiences, I am blessed and cursed. I am cursed with the fact that I can’t have a Customer Experience without analyzing it and defining what they should do differently. But I am also blessed, because my Customer Experience knowledge has fed my family for 20 years! So I shouldn’t complain. But my blessing/curse does get in the way of enjoying simple things, like restaurant meals.
Fonolo
JUNE 19, 2019
Six months ago I wrote that “CPaaS is a victim of its own success. The founding principle was to free communications from the grip of the carriers. But now many carriers have a CPaaS offering.”. Some folks responded that the point of CPaaS was not to demote the carriers, and that its success should be judged by the new products that it enables and not by whether it’s a net plus or minus for carriers.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Callminer
JUNE 19, 2019
In a recent case study, Praxidia uncovers new insights and finding improvement opportunities for a major airline with automated quality assurance.
Heart of the Customer
JUNE 19, 2019
As our book gains traction, readers tell us they appreciate our focus on starting journey mapping by targeting an identified business problem and using this to drive customer-focused change. We interviewed dozens of CX leaders on how they did this, including Mark Smith, formerly of Element Fleet Management Corporation. Mark spoke on multiple topics, but […].
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Myra Golden Media
JUNE 21, 2019
What Viewers of This Video Are Saying. Get More Ideas Like This. Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.
Fonolo
JUNE 18, 2019
Today’s customers are savvier than ever before and one thing many of them are are looking for is a custom experience tailored specifically to their individual needs. A study conducted by Forrester Consulting on behalf of Ada showed that personalized customer service has a variety of benefits for the company providing these customized experiences. Companies with personalized customer service see a decrease in operational costs, more efficient call center agents and higher levels of customer satis
Totango
JUNE 20, 2019
It’s been a little over a month since that enthusiastic new customer sailed through the onboarding phase. By now, they should be implementing your product into their daily workflow and enjoying the first signs of business value. Instead, your core metrics are telling you there’s something wrong. The customer’s usage rates are low. They’re not regularly accessing key features.
Customer Service Life
JUNE 17, 2019
This article was originally published on the FCR blog on May 24, 2019. Click here to read the original. Let’s get real for a minute. How are you currently tracking quality for your customer service team? At the enterprise level there are some incredible tools out there using machine learning to grade calls for you. But if you’re a small to medium operation, or even a new startup, this technology can be cost prohibitive.
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
ClientSuccess
JUNE 19, 2019
If you think retaining an existing customer is expensive and unnecessary, try acquiring a new one. It will surely get your brain and bank account working overtime. Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users!
TeamSupport
JUNE 21, 2019
Creating a solid business case for customer service initiatives has been difficult in the past. There’s still a mindset in the workplace that customer service is a “necessary cost” and that’s it. You need customers to have a business, and they require customer service to stick around. That’s the way the relationship has been viewed for decades. But, over the last ten years, the dynamic has changed.
ProProfs
JUNE 21, 2019
Once you see results, it becomes an addiction. Many businesses still see employee training as an expense and not as a long-term investment. So, they are paying the heavy price of having untrained employees working in their organizations. With business competition intensifying everywhere, the need to drive employee performance takes center stage, and business owners can no longer remain indifferent to it.
Totango
JUNE 18, 2019
Imagine you’re a customer who’s just subscribed to a service or purchased a new product. In a perfect world, what would happen next? You’d probably begin using the product and discover it works exactly as described. The value of your purchase would be immediately apparent. There would be a dedicated customer success team that would help you learn to use all the features.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Chip Bell
JUNE 18, 2019
Jim Collins is credited with the line, “Good is the enemy of great.” I would like to add another axiom: “Perfection is the enemy of excellence.” Now, don’t get me wrong, there are clearly areas where perfection should be the minimum standard. If my surgeon is doing surgery on what’s inside my skull or the pilot is landing the plane in which I am a passenger, I want absolutely zero defects.
Customer Bliss
JUNE 18, 2019
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?
UJET
JUNE 19, 2019
Chatbots are arguably one of the most talked about and polarizing advancements not just in customer support, but in all of tech. But what exactly are they? While there are many definitions out there, the word “chatbot” is a term for an application that can simulate a conversation with a live person. Essentially, it is software that can interact with a human.
Fonolo
JUNE 20, 2019
Picture it: A young American family booking a flight to a city in another country via Air Canada. Imagine them having to wait for more than 20 minutes before a customer service agent gets on the phone, only to then be transferred to another department. Picture this, too: Imagine trying to get a flight changed at the last minute and waiting on hold for more than 50 minutes until you finally get through.
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CSAT.AI
JUNE 19, 2019
Contact Center speak may sound like a jumble of letters, but these QA metrics and terms represent important data. That data empowers you to create great customer experience and save on contact center costs. csat.ai/qa-tools-process/(opens in a new tab). The post Contact Center Speak: QA Metrics and Terms Slideshow appeared first on Zendesk Auto QA, AI-powered CSAT Surveys & Live Agent Feedback with Sentiment Analysis.
Steven Van Belleghem
JUNE 18, 2019
Automated needs. Automation works best for repetitive tasks in a data-rich environment. It’s one of the reasons why repetitive jobs – manual, but just as much cognitive – will be the first ones to disappear under the influence of technology. The same goes for the process of buying. You brush your teeth twice or more every day with about the same amount of paste, which means that you buy toothpaste roughly in the same intervals of time.
UJET
JUNE 20, 2019
Chatbots are arguably one of the most talked about and polarizing advancements not just in customer support, but in all of tech. But what exactly are they? While there are many definitions out there, the word “chatbot” is a term for an application that can simulate a conversation with a live person. Essentially, it is software that can interact with a human.
CX Journey
JUNE 17, 2019
Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on November 14, 2018. I've made some slight modifications since then, as it turned into a two-part series. This is the second in that series; the first part can be found here. In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
ProProfs
JUNE 18, 2019
The earlier you start working on something, the earlier you will see results. 29% of CCOs or Chief Compliance Officers in the United States have not documented or are not sure whether they have standardized compliance roles and responsibilities for their employees. Such inadequacies attract legal or external regulatory actions from the government that result in penalties of varying kinds.
PeopleMetrics
JUNE 18, 2019
One year ago today, I launched my book, Listen or Die: 40 Lessons that Turn Customer Feedback into Gold ( check it out on Amazon! ). The goal of the book was to share best practices on how to create a great Voice of Customer (VoC) program. Over the past year, another lesson has emerged that I would like to share with you. This bonus lesson is that the very best CX leaders are focusing on being more human , not providing more technology.
Customer Bliss
JUNE 20, 2019
In this episode, I chat with Bob Thomas , the first chief experience officer at The YMCA of the Greater Twin Cities, about establishing a scalable CX initiative at a nationwide non-profit. Many of you may be familiar with The YMCA (the Y), either from your own experiences at the center or because of the iconic song that many of us have danced to at parties.
CX Journey
JUNE 20, 2019
Image courtesy of Pixabay Today I'm pleased to share a guest post by Paul Laughlin, Chief Blogger at CustomerInsightLeader.com. This post originally appeared on Paul's site on February 21, 2019. The term Agile working is being used within more and more businesses. Although loosely defined, it generally refers to a more flexible and pacey way of working.
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
The DiJulius Group
JUNE 19, 2019
A Customer Experience Executive (CXE) provides a comprehensive and authoritative view of the customer. This role is responsible for creating corporate and customer strategy at the highest levels of the company to maximize Customer acquisition, retention, and profitability. The CXE should influence strategies in all areas of the business that impact the customer and.
Qualtrics
JUNE 21, 2019
Whether you choose to learn from the wisdom of market legends, your own experience (and maybe a few mistakes along the way), requests from customers, or the successes of others, remember that there’s no one key to success in CX. Here’s our selection of the best videos out there where some of the leading innovators and thinkers present their lessons on the customer experience.
ClientSuccess
JUNE 17, 2019
In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. Whether that revenue comes from an upsell, cross-sell, expansion, or something else, it’s still new revenue attributed to the customer. This is where differences start to come into play. While some organizations have CSMs handle the entire upsell process, others bring in sales team members to help facilitate negotiating and contracts.
InteractionMetrics
JUNE 20, 2019
Catch Martha Brooke next week at the 2019 CCW Vegas Conference where you can book time with her at the Brilliance Clinic , join her Advanced Customer Feedback session, and take part in 3 Roundtables Martha is leading with Medallia’s Rachel Lane. On June 26 th , Martha leads an Executive Club Track session on Expert Customer Feedback. Studies find that executives vastly overestimate the quality of their customer experience.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
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