Waterfield Technologies
MARCH 6, 2019
What does moving your Contact Center to the cloud mean to the customer? Are there benefits? Calling into a contact center is never a favorite task of anyone. We know […]. The post Modernize Your Contact Center – Move to the Cloud appeared first on Waterfield Technologies.
Calltools
MARCH 6, 2019
You need the right tools for any job. A plumber is nothing without a good pipe wrench. So what do you need to provide your call center with? The more comfortable you make your employees the happier and more productive they will be. Does your call center have the right tools for the job? Here 5 things every call center needs to be successful. 1) Comfortable Ergonomic Chairs Your call center employees spend most of their working hours in their desk chair.
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InTheChat
MARCH 5, 2019
March is Women’s History Month – which was created to educate and promote the achievements of women who have often been overlooked. Often when we think about the modern telecommunications industry, the pioneers we think of tend to. The post Women who made the modern contact center possible appeared first on InTheChat.
Beyond Philosophy
MARCH 8, 2019
One thing many positive Customer Experience stories people tell have in common is they involve a moment that surprised and delighted customers. Customer loyalty consultants refer to it as Innovative Customer Experience, and it is the key to getting your customers to talk about your experience to everyone they know. Author, speaker, and customer loyalty expert Dr.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Myra Golden Media
MARCH 6, 2019
Maya Angelou once said, “People will forget what you said. They will forget what you did. But, people will never forget how you made them feel.” That point right there – people will never forget how you made them feel – is why we created this course. This training is about never having your customers hang up with negative feelings about how you talked to them.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
MARCH 5, 2019
The CallMiner Customer Experience Solution Pack is designed to harness data, as well as accelerate time to insight with a categorization framework designed around best practices in measuring CX.
Beyond Philosophy
MARCH 7, 2019
I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. Those that do often don’t think about how they will use the information they measure. The classic phrase, “If you can’t measure it, you can’t manage it” applies. To measure something like customer emotions in your Customer Experience, you need the proper tools.
Myra Golden Media
MARCH 6, 2019
The first thing I read on my iPhone this morning was the interestingly trending Gayle King interview with R&B singer R. Kelly. In the interview, the singer cries, rants at the camera, beats his chest, and stands, towering over Gayle King with warlike body language. The CBS This Morning crew stopped the interview to give R. Kelly the chance to compose himself.
ShepHyken
MARCH 8, 2019
This week we feature an article by Jason Milleisen who shares three simple rules that will set you apart from your competition and help provide great customer service. – Shep Hyken. I once heard about a car dealership who had customer satisfaction scores that were the impressively high. When asked about it, the owner explained one of the secrets to their success.
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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
Callminer
MARCH 6, 2019
Companies look to solicited feedback, surveys, review sites, etc. for how they are doing. Here are 6 ways to go beyond that with speech analytics.
Beyond Philosophy
MARCH 4, 2019
We develop emotional intelligence as children once we understand how other people feel. Based on the behavior of a few of our fellow humans, some of us more than others. Now, machines are developing emotional intelligence as well. The latest developments in this field are changing the way we can measure authentic customer emotions in real time. We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast.
Contact Center Pipeline
MARCH 7, 2019
Customer Experience (CX) as a term may have many definitions, but it is generally accepted that it is all about creating personalized, seamless, low-effort customer interactions. By its very nature, CX takes a holistic view. It isn’t focused on just self-service or just agent engagement because customers no longer need to make a binary decision […].
ShepHyken
MARCH 3, 2019
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. Why Is Customer Service So Bad? Because It’s Profitable. by Anthony Dukes and Yi Zhu. (Harvard Business Review) It’s a familiar scenario: A service provider fails to live up to your expectations and you feel some restitution may be in order.
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.
Call Center Weekly
MARCH 4, 2019
Errol Allen ? Errol Allen is an operations consultant and customer service expert. Using his 25 + years of corporate experience with companies such as ADT, The Houston Post, TCI Cablevision and GEICO, Errol assists his clients in developing a customer focused environment via documenting processes, creating task manuals, identifying key performance indicators and providing customer service training.
Lumoa
MARCH 3, 2019
There are clear reasons why companies should create an outstanding customer experience for their customers. Take a look at what you can learn from the best customer experience companies of 2019 and find out how to apply it to your customer experience work.
Contact Center Pipeline
MARCH 5, 2019
Welcome to our 10-Year Anniversary issue! The March issue represents 10 years of publishing Contact Center Pipeline! It is with sincere gratitude to our team; Susan, Frank, Mark, Ellen and Sarah for all their hard work in keeping Pipeline fresh and relevant, as well as our writers, sponsors and subscribers! There has been lots of […].
ShepHyken
MARCH 5, 2019
Excellent Decisions from the Cofounder of the Ritz-Carlton. Aligning Your Organization to a Company-wide Culture. Shep Hyken interviews Horst Schulze, the cofounder and COO of Ritz-Carlton Hotel Company. They discuss Schulze’s new book, Excellence Wins , and how he succeeded in creating one of the best hotel companies in the world by developing and sustaining a culture of excellence.
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!
ProProfs Blog
MARCH 6, 2019
Gone are the days when companies considered integrating live chat to their websites. Today, they are aware of its influence and impact on customers. It is no longer considered but needed to gain benefits like: Building delightful experience with proactive support approach. Learning the customer’s behavior and pain points. Building personalized customer support experience.
TechSee
MARCH 7, 2019
The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. With this high turnover presenting a significant challenge to contact centers in terms of cost, productivity and morale, it is not surprising that there’s an ongoing global trend towards fostering agent development and enhancing their day-to-day activities.
Contact Center Pipeline
MARCH 6, 2019
In November 2008, the idea of creating a magazine for the contact center industry was born. I had left my job after a number of years in the industry working on training, membership, consulting and publications. My husband Steve and I had sold our family home, purchased a 46-foot Cheoy Lee Trawler and we were […].
Fonolo
MARCH 5, 2019
Customer service is a difficult job at the best of times. However, when your customers are patients, the dynamic becomes all the more challenging. Dealing with patients who are in crisis or pain, and on top of that, are emotionally drained, can create increasingly sensitive scenarios for call center agents to handle. This is why handling call center conversations within the healthcare field requires a unique set of skills.
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.
Nextiva
MARCH 5, 2019
Brilliant sales contest ideas can motivate your sales team to reach unprecedented heights. Sales competitions tap into core aspects of human psychology, unearthing new levels of drive, focus, and energy in your sales reps. The virtues of healthy competition are well-documented. According to Psychology Today, “good competitiveness is the drive to accomplish a goal, bring […].
TechSee
MARCH 5, 2019
Claims processing is a key touchpoint in the customer life cycle, and insurers have only a short window of opportunity to satisfy policyholders. Companies that strategize their efforts to improve insurance claims processing can expect higher levels of operational efficiency. They’ll also improve financial results and serve happier customers. While each claim is different, standardized elements of claims processing can be streamlined with the strategic implementation of new technologies.
Aspect
MARCH 8, 2019
You may be familiar with ACE, our annual user conference. But what you think you know is about to be turned on its head. This is a new Aspect, and it’s a new ACE. We’re doing things differently. Instead of sticking with the status quo, we’re shaking things up and supercharging the conference based on feedback from past attendees. One of the things we’re most excited about for ACE 2019, which will be held at the Venetian Resort in Las Vegas, July 29 – August 1, is our revamped agenda.
Fonolo
MARCH 6, 2019
When I first stepped foot into the Fonolo office nearly a year ago, I was also knowingly dipping my toes into the customer service ecology. With the abundance of experts, thought leaders, Twitter handles, and publications that make up the DNA of both the customer service and customer experience industries, it quickly became clear that the learning curve would be steep.
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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.
Customer Service Life
MARCH 6, 2019
This article was originally published on the FCR blog on February 7, 2019. Click here to read the original post. It’s official. I’ve completely caught the fly fishing bug — an unavoidable consequence given the abundance of fishable water here in Oregon. New in 2019, the state moved to an online system for fishing and hunting licenses which means we can now carry our licenses in an app on our phones rather than toting around a piece of paper.Eager to start fishing as soon as possible, I tried to
Taylor Reach Group
MARCH 8, 2019
By Colin Taylor. What is a high performance contact center? High performance is generally accepted to mean performing at the top of any possible performance range. So a High performance contact center is one that meets or exceeds the performance parameters or metrics expected of it. In contact center these parameters will include quantitative: grade of services, AHT, ATT, ASA etc., and qualitative: First Call Resolution, Customer Satisfaction, Quality scores etc., measures.
ProProfs Blog
MARCH 5, 2019
Organizations gather customer experience data through CSAT (customer satisfaction) surveys that are built into their help desk ticketing systems. Conducting such surveys helps them in finding out the challenges faced by customers over time. Gathering data from customers helps to improve their service experience as well. On the contrary, employee feedback is often ignored by organizations.
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