blog.intradiem.com
Training / Coaching Archives - The Real-Time Frontline Blog
http://blog.intradiem.com/category/trainingcoaching
Are Your Processes “Customer Driven” or Driving Customers Away? Even when our agents are coached and trained to provide the best customer experience, those best efforts can be in vain if our processes aren’t making our customers happy. It may make perfect sense as you read those words, but how many times have we made excuses about a company process being necessary for some [.]. October 27th, 2016. Best Practices / Metrics. 5 Ways to Create a Seamless Omnichannel Experience with Intraday Automation. Loani...
blog.intradiem.com
Are You Selling Your Customer Service Team? - The Real-Time Frontline Blog
http://blog.intradiem.com/selling-customer-service-team
Are You Selling Your Customer Service Team? Global studies tell us that 78% of customers have not made an intended purchase due to a bad customer service experience. Other surveys say we have a 60-70% probability of selling to an existing customer versus less than 20% probability of selling to a new prospect. And another survey reported that only 1% of business-to-business customers feel that vendors consistently meet their expectations. Unfortunately some CEOs think service success simply means answerin...
blog.intradiem.com
Digital Customer Service: Opportunity to Connect with Customer - The Real-Time Frontline Blog
http://blog.intradiem.com/digital-customer-service-connect-with-customer
Digital Customer Service: Opportunity to Connect with Customer. As technology keeps advancing, the gap between in-person customer service and the online customer experience is closing. While there is still no substitute for the personal experience that comes from dealing with another human being, some websites are employing very personalized tactics. To illustrate my point, I’ll relate two recent experiences that highlight the similarities:. The similarities in the two experiences are apparent. Both ...
blog.intradiem.com
Customer Experience Archives - The Real-Time Frontline Blog
http://blog.intradiem.com/category/customercentricity
Are Your Processes “Customer Driven” or Driving Customers Away? Even when our agents are coached and trained to provide the best customer experience, those best efforts can be in vain if our processes aren’t making our customers happy. It may make perfect sense as you read those words, but how many times have we made excuses about a company process being necessary for some [.]. October 27th, 2016. Best Practices / Metrics. Help Your B2B Clients, Help Yourself. October 25th, 2016. Best Practices / Metrics.
blog.intradiem.com
Shep Hyken, Author at The Real-Time Frontline Blog
http://blog.intradiem.com/author/shyken
Technology and Changes in Customer Behavior. It wasn’t that long ago that there were just two ways a person could buy something; either in a store or through the mail. Today the typical mail order purchase has been replaced with the ability to go online, either through your computer or mobile device. And instead of the merchandise arriving in four to [.]. November 5th, 2015. Strengthen Engagement with the Unique Talents of Your Frontline Workforce. October 1st, 2015. August 6th, 2015. You can have outsta...
blog.intradiem.com
Don't Let Scripts Ruin a Great Customer Experience - The Real-Time Frontline Blog
http://blog.intradiem.com/scripts-ruin-great-customer-experience
Don’t Let Scripts Ruin a Great Customer Experience. Last week I had a computer problem that required me to contact technical support. I was sure I would have to send my computer in, but they were able to quickly solve my problem. So why was I so annoyed? And why does this matter to you? I started with phone support, but after hearing there would be a 13-minute wait, I fired up chat. After greeting me, the technician said,. 8220;I will give my best effort to resolve your issue.”. So that’s the good ...
offcenterinsight.com
Blog Archives - Off Center
http://www.offcenterinsight.com/1/archives/04-2013/1.html
Why Your Agents Are Itching to Exit. Ldquo;Why is morale so low? Ldquo;Why can’t we hang on to our best agents? Ldquo;Why do we lose so many new-hires during or right after initial training? Ldquo;Why are some of our agents carrying around voodoo dolls, and why am I suddenly experiencing such sharp pains in my face and back? If you often find yourself asking one or more of the above questions, it’s likely due to one or more of the following issues:. Your supervisors and/or QA team are too focused on your...
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Collaboration | Contact Centre EXPO™
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