Mon.May 14, 2018

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The High Cost of Poor Workplace Culture

Call Center Weekly

By Anonymous Log into your programs, put your headset on and turn on your phone. That first call of the day means so little to you because you take hundreds of calls a week that are exactly like the one you are about to take. The work environment of a call center rep can make this moment worthless or worthwhile and can dictate your overall career with that company.

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What are some best practices for at-home agents?

DMG Consulting

Question: What are some best practices for at-home agents? Answer: Here is a list of several best practices for contact center operations that include home-based agents: Invest time in hiring qualified agents. Use a competency-based assessment tool as part of the hiring process to ensure candidates have the necessary skills and are highly motivated self-starters.

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Summer Prep: 3 Best Uses of Inbound Communication Tools for Utilities

West

Proactive communication helps guide utility customers down the right path. But sometimes you need them to make the most efficient, cost-effective or responsible choice on their own. Yet even when customers want to make the right decision, they oftentimes still need to contact you for help. That’s where inbound communication tools for utilities can help, and summer is a great time to get started.

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5 Top Customer Service Articles For the Week of May 14, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Google’s robot assistant now makes eerily lifelike phone calls for you by Olivia Solon. (The Guardian) Google Duplex contacts hair salon and restaurant in demo, adding ‘er’ and ‘mmm-hmm’ so listeners think it’s human.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Eating Your Feelings in Customer Service

Customer Service Life

The phone is ringing off the hook today. You scan the queue – there are 20 calls waiting. You and the rest of the leadership team hop on calls to help. The chat queue isn’t any better. And, someone just blew up your company Twitter feed with a negative complaint. Those emails, full of questions needing to be answered, will have to wait. The customer you’re speaking to must have missed their cup of coffee today.

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How To Write Customer Experience Surveys

Amity

Understanding your customers is an essential part of enhancing the way of measuring customer success. Although other methods of interaction get more attention, the tried and true customer experience survey can get you the information you need most. What should be included in a customer experience survey? Answers may differ slightly, but experts agree on most of the basics.

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What is Omnichannel and Why Should You Care?

Ansafone

Today’s customers have a preferred communication channel, but not all businesses are ready The ways for customers to contact businesses are rapidly expanding. No longer is the telephone the communication channel of choice. The phone is now merely one option on a list of viable considerations. With these multiple communication channels (multichannel) available for consumers … What is Omnichannel and Why Should You Care?

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Enhance Customer Service Experience Using Self-Service

Answer Dash

Customer Service Add-On Back when I was in college I worked at a self-service gas station. I’m probably dating myself, but this was at a time when gas stations were just converting over from full-service to self-service. Our stations went from pumping the gas for the customer, checking their oil, and washing their windows to just collecting their money and saying, “Thank you.

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The More, The Merrier! Staff to Help Customers in Grocery Stores

The Center for Client Retention

We all have to eat. Where we buy our groceries is a matter of choice and there are many. However, even with the option of the digital marketplace, Americans shop at the physical grocery store and spend a good portion of their budget there. According to a Wall Street Journal article by Heather Haddon, on April 11 th , Kroger, one of the largest supermarket chains in the country, is bulking up their staffing.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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4 Ways to Change the Contact Center Quality Assurance Game

SharpenCX

It’s stressful for agents to talk to a contact center’s quality assurance team. QA can be seen as harsh disciplinarians who are critical of performance, but they’re a necessary part of the job. Quality assurance is there to help the entire team perform to the highest standards; not just for the company’s benefit, but for [.]. Read More. The post 4 Ways to Change the Contact Center Quality Assurance Game appeared first on Sharpen Contact Center Software.

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Achieving Alignment in the CX Development Cycle

Cyara

In our work with Cyara customers, the Domain Consulting team has found that many organizations are struggling with maintaining alignment between and within their business and IT teams while working to increase the speed of their deployments. This point was reinforced during an Agile-focussed panel at Cyara Xchange 2018 and also in conversations I had throughout the event.

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Turning On-Hold into an Interactive Experience: InQueue Engagement with Aspect Via®

Aspect

Based on our own market research, customers prefer self-service and have likely taken time out of their day to call and resolve an issue they’ve likely already tried to address through web or mobile self-service…so why not make the most of every second of that call? We’ve developed Aspect InQueue to do just that, and it is a new set of features in Aspect Via®, our Customer Engagement Platform.

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Key Insights from CX18

Cyara

I love Nashville. Over the years I’ve been to Nashville for three conferences, all at the Opryland Hotel. If you’ve never stayed at the Opryland Hotel, you’re in for a real treat — it’s like being in a terrarium. Enclosed, lush green grounds with winding paths. Why, there’s even an indoor boat ride!

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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6 Mistakes That Harm Your Brand’s Digital Reputation

VocalCom

In our digital age, the Internet is the doorway to customers. From researching products to reading online reviews, people want to feel confident before making purchases. Unfortunately, many brands sabotage themselves by neglecting their digital presence, eroding the trust of current customers and driving away potential ones. To ensure a positive digital reputation, here are six mistakes to avoid.

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Will Convergence of Clicks and Bricks be the Death of the Contact Center?

DMG Consulting

Will Convergence of Clicks and Bricks be the Death of the Contact Center? . We hear everywhere that online shopping is going to eliminate the need for shopping centers, department stores and retail chains, along with their contact centers. It’s well known that the volume of online shopping is growing rapidly, at the same time as some retail stores and chains are going bankrupt and closing.

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5 reasons to test your numbers, not just your network

Spearline

Calling contact centres… 5 reasons to test your numbers not just your network. Contact centres put a lot of effort into developing network monitoring solutions. After all that effort, you might think you have all the bases covered when it comes to monitoring the global calls coming into your network. But that’s not always the case. We’ve put together a list of some of the key benefits of testing your numbers, that you won’t get by just monitoring your network. 1.

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I’m Hammer, You Must be a Nail

Horizon CX

While doing some research on change management and organizational transformation, it struck me that as CX professionals we tend to see the impetus for any change initiative as deriving largely, if not totally, from looking at organizational issues primarily through a CX lens. I suppose that’s natural when, as passionate CX practitioners, we want to impact the business world in a way that is congruent with our beliefs, knowledge, skills, and experience.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Why Lying is a Bad Idea, Especially to your Customers

Solvvy

The post Why Lying is a Bad Idea, Especially to your Customers appeared first on Solvvy.

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How to Increase New Hire Retention

Comm100

High employee turnover is a problem many executives face – and an expensive one too. It costs 21% of an employee’s salary to replace them , meaning a high bounce rate can be detrimental to the company’s progress. Also, workers are more prone to job hopping in an economy where they face fewer consequences. Although longtime employees can leave abruptly, losing new employees is a more common problem.

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What is Customer Success?

Mindtouch

Customer success has evolved over the past decade. Most successful SaaS companies now have a dedicated customer success function, a trend that’s expanding into manufacturing and other industries. Rightfully so! Businesses now understand that customers who continue finding value tend to become product experts and loyal brand advocates. Hold the phones, though: What is customer success?