Enghouse Interactive
NOVEMBER 13, 2020
Providing the service that customers are looking for and meeting their increasingly demanding needs is key to business success today. Understanding exactly what customers want is therefore critical for organisations, which is why more and more are implementing or expanding Voice of the Customer (VoC) programmes.
Contact Center Pipeline
NOVEMBER 11, 2020
These are difficult times, and our anxious customers need us more than ever. Some of them need help with a simple task, like: “How do I add a new driver to my auto insurance policy?” Others need help solving a problem: “Why was I charged twice for inflight WiFi?” All of them need our empathy. […].
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The Northridge Group
NOVEMBER 12, 2020
With the onset of COVID-19 came a period of real difficulty for most businesses. Companies equipped with the technology to transition to a remote environment were urged or forced to do so—and fast. With this pivot, many companies anticipated new pain points would emerge within their existing processes. However, as this new digital landscape continues to form its roots, there are parts of the virtual workforce that are not only surviving but learning how to optimize their existing processes.
Beyond Philosophy
NOVEMBER 12, 2020
Digital experiences are a crucial part of your Customer Experience , especially during the pandemic. Some organizations are excelling, while others could use some work. No matter where you fall on that spectrum, we have some essential considerations for designing your digital experience in the form of 5 rules. On a recent podcast about these 5 rules, I shared a recent digital experience that was definitely on the “could use some work” side of the spectrum.
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ShepHyken
NOVEMBER 11, 2020
We’ve all heard the old adage: “It’s better to give than to receive.” That’s what customer service people do. They give and give and give. They help solve problems and resolve complaints. What they get in return—hopefully—is a nice thank you, which, when you think about it, is fairly insignificant , though appreciated, for the work they do. Yes, they are paid for the job they do, but the people who are amazing at this role aren’t doing it just for the money.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Myra Golden Media
NOVEMBER 11, 2020
Twice in the last week, Contact Center Agents have reached out to me for help on reducing Average Handle Time (AHT). I’m listening, and I have an answer. I say “an answer” because I’ll be sharing more solutions in the coming weeks. You can move customers out of venting, rambling, and storytelling using Reframing Statements. Reframing Statements shift conversations with challenging customers from focusing on the problem to what you can do about it.
TechSee
NOVEMBER 10, 2020
The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. Eliminate evening and weekend hours? Limit call times to 3 minutes each? Slash the number of technicians per shift?
ShepHyken
NOVEMBER 10, 2020
Optimize Your Feedback Loop. Collecting, Responding and Reacting to Customer Feedback. Shep Hyken interviews Joshua Liebman , founder of BackLooper. They discuss strategies for collecting customer reviews and feedback and what to do with it after you collect it. Top Takeaways: First you have to get customer feedback. Next you must respond to it. Then you should do something with it—as in, use it to improve internally.
Callminer
NOVEMBER 8, 2020
Here are 25 indicators of fraud on inbound calls in call centers.
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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
CX Global Media
NOVEMBER 11, 2020
Dave McKeown was about to speak on one of his first workshops when he was faced with the dilemma of not having enough money to pay the hotel bill. Not wanting to borrow money from his girlfriend (now wife), Dave put together his very first webinar where he was able to earn enough money to cover for his hotel bill. From that experience, Dave learned to always invoice his client 50% upfront and that whatever challenge he faced, there will always be an answer out there.
Contact Center Pipeline
NOVEMBER 10, 2020
No matter the brand, customer service needs to be a priority. Here’s how to make it a revenue source as well. Contact centers are often seen as an expensive but necessary line item that should be streamlined as much as possible in support of the bottom line, but brands are waking up to the value […].
ShepHyken
NOVEMBER 9, 2020
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. The experience equation: Happy employees and customers accelerate growth by Vala Afshar. (ZDNet) Research shows the relationship between employee experience (EX) and customer experience (CX) and its impact on accelerated growth.
Beyond Philosophy
NOVEMBER 7, 2020
The 5 Rules for Designing Great Digital Experiences. A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. In 2020, we have all been doing many more online customer experiences than we thought we would.
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.
GetFeedback
NOVEMBER 11, 2020
Interview with Matthew Phillip, Marketing Automation Manager at Mylo, a Lockton company, the insurtech leader revolutionizing insurance shopping, about his career in the customer experience space.
TELUS International
NOVEMBER 9, 2020
AI-powered robotic process automation, virtual assistants and chatbots promise to change the banking CX. Learn how banks can build trust and get consumers onboard.
ShepHyken
NOVEMBER 13, 2020
This week we feature an article from Su Kaygun Sayran , a content writer for JotForm. He writes about what specifically makes feedback effective in helping you improve your customer service. Feedback, the one thing that businesses know that they need but dread to receive it at the same time. But at the end of the day, it’s the feedback that makes or breaks a company.
Contact Center Pipeline
NOVEMBER 12, 2020
Contact Center Pipeline’s SPONSOR WALL OF FAME Company name: NICE inContact CEO: Paul Jarman When Founded: 1997 Describe your company: NICE inContact, a NICE business, works with organizations of all sizes to create extraordinary and trustworthy customer experiences that create deeper brand loyalty and relationships that last. What do you consider to be your company’s […].
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!
GetFeedback
NOVEMBER 8, 2020
Five key elements to delivering the best mobile UX and how to use customer feedback to optimize the experience.
Nexmo
NOVEMBER 10, 2020
Events are everywhere! The software development world has realized the benefits of modeling our business processes and application logic as a log of events. Event sourcing has been growing in popularity as a way to build systems that protect against data loss, model complex business scenarios more clearly, and provide flexibility in how they can be extended.
Fonolo
NOVEMBER 10, 2020
We thought we were bold when we said more than 65% of contact centers would move to the cloud in 2020. It happened even faster than we thought. Read the Full Industry Report Here: The State of the Contact Center in 2020. We’ve spoken to the experts for our State of the Contact Center 2020 report. And it looks like it’s here to stay… Contact Centers Made an Unprecedented Pivot to Virtual Working. “60-80% of agents moved to work at home during ‘shelter in place,’
Cyara
NOVEMBER 12, 2020
Organizations are constantly looking to improve their customer experience (CX). While the contact center has always played a key role in this, since we’ve been in this global pandemic, the contact center has become the place where consumers interact with organizations. And contact centers depend on complex technology to deliver that great CX. Technology which, from time to time, fails – resulting in issues such as outages, poor voice quality, prompting errors, dropped calls and delays.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Eptica
NOVEMBER 13, 2020
Date: Friday, November 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Delivering impactful results from your Voice of the Customer programme. Published on: November 13, 2020. Author: Pauline Ashenden - Demand Generation Manager Understanding changing customer needs is vital if companies are to increase engagement, satisfaction and long-term revenues.
SharpenCX
NOVEMBER 10, 2020
If you’re anything like me, you’ve lived through a few (or a dozen) bad customer service experiences. Because of those memories, I try to avoid calling customer service at all costs. And I’ve worked in customer service. I understand the amount of effort your agents pour into the experience each day, and I appreciate it endlessly. Yet still, from the perspective of a customer, if I know I have to dial up a call center, I think of a million reasons to delay it until tomorrow.
Outsource Consultants
NOVEMBER 9, 2020
Despite the recent BPO market challenges due to the COVID-19 epidemic, the future is still generally bright. . The global outsourcing market is expected to exceed $400B by 2027 , with annual growth as high as 10% annually. . A strong intercontinental georedundancy strategy, coupled with leveraging at-home agents, is more important than ever. And as regions that were once considered pillars of the industry face uncertainty, setting your sights on emerging markets is going to be a key to success i
Totango
NOVEMBER 10, 2020
A key component of creating customer success is working with your customer to identify and organize mutual goals into a standardized customer success plan. Outcome success plans focus on capturing mutual objectives, documenting the steps toward achieving them, and sharing information between both clients and your own internal teams—driving interconnectivity and displaying progress through one easily accessed live portal.
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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.
Aspect
NOVEMBER 12, 2020
Hemos vivido un año diferente , lleno de retos para todas las industrias y el sector de Contact Center no ha sido la excepción ; s in embargo , el valor y la importancia de mantener y fortalecer el relacionamiento entre las empresas y sus clientes, ha elevado la relevancia del Contact Center como herramienta estratégica para fortalecer la experiencia del cliente, en todas las líneas de negocios incluyendo ventas, cobranzas, servicio al cliente para mencionar algunas de las principales. .
HelpCrunch
NOVEMBER 12, 2020
Some of you might have preconceived notions when it comes to self-service. I’d say that it’s for nothing. These numbers speak for themselves: 77% of customers say they have used a self-service portal at least [ … ]. The post 7 Compelling Benefits Of A Knowledge Base to Consider appeared first on HelpCrunch blog.
Talkdesk
NOVEMBER 11, 2020
Organizations worldwide are now waking up to the advantages of moving to the cloud as a strategic decision, not only to keep businesses up and running, but also to boost performance, cut costs and enhance customer experience (CX). For years, contact centers have run on-premises infrastructure, battling the difficulties of scaling operations or updating systems and tools whenever customer demands shift.
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