Beyond Philosophy
AUGUST 30, 2017
Why did you buy the shirt you are wearing today? What about the car you drive, how did you choose it? Why did you go with the financial advisor you did? If “because I felt like it” wasn’t the answer to each of these questions, you are missing the biggest reason that you did these things at all —and the reason you do almost anything for that matter. It isn’t your fault you got it wrong, however.
Contact Center Pipeline
AUGUST 29, 2017
In our mid-year series discussing hot topics impacting contact centers, we have presented insights from industry experts on employee engagement, IoT-enabled service strategies, artificial intelligence and millennials. In this fifth and final post, LANtelligence CEO Martin Tracey presents his thoughts on why it’s critical to have a sole source of data in today’s dynamic, data-driven […].
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ShepHyken
AUGUST 30, 2017
There is a lot of power in a handwritten, personal note. This isn’t just about a thank you note to a customer, although those are important as well. This is also about the note of appreciation to someone who has done a great job or hit their goals. You get the idea. Anything you might want to congratulate them on. Ted Janusz is one of our amazing trainers at Shepard Presentations.
Call Center Weekly
AUGUST 28, 2017
By Jennifer Boston During my last transition over a tenured training team, one of my initial interactions with a member of my new team really struck a chord. I e-mailed a trainer with the subject, ‘Let’s Chat’ and to stop by the office when she could step away from the batch of new hires for 10 minutes. I expected to see her in a few hours or when the class was over for the day.
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Beyond Philosophy
AUGUST 28, 2017
I watched the recent solar eclipse from my home in Sarasota, USA, standing in the blistering Florida heat as the moon’s shadow gradually ate away at a little circle of light projected through a pinhole. It all seemed to be over very quickly! But it’s our memories of the eclipse, more than the eclipse itself, that will shape our feelings about it. The eclipse is a good example of the way our experiences are influenced by our memories.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
SEPTEMBER 1, 2017
This week we feature an article by Andy Ko who writes about not making your customers wait to have their questions answered. Self-service support is becoming more and more widely accepted. Not just accepted, in some cases it is preferred. – Shep Hyken. As both a professor and chief scientist at a SaaS software company, I spend time around two groups of people that couldn’t be more different: Enterprise marketing, sales, and customer experience executives.
Callminer
AUGUST 28, 2017
Omnichannel customer engagement best practices and solutions empower companies to deliver consistent, personalized customer experiences.
Call Center Weekly
SEPTEMBER 1, 2017
By Sean Hawkins You know that moment when you take a call, only to be greeted with less-than-friendly (or even offensive) words from a frustrated, angry customer? How do you react? Do you: A. Hang up the phone, clock out, and leave your badge on the desk. B. Adjust your tone and attitude to match that of the customer. C. Reassure the customer you are committed to helping them.
Aspect
AUGUST 28, 2017
Famed football coach Vince Lombardi once said, “Perfection is not attainable, but if we chase perfection we can catch excellence.” As a contact center leader saddled with huge responsibilities and challenges, you may know this better than most. But having the time to impart your knowledge and experience onto your agents is another story entirely. Nonetheless, you should never stop striving to provide your agents with all the coaching they need to stay engaged, productive and provide a superior c
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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
ShepHyken
AUGUST 28, 2017
Each week I read a number of customer service and experience articles from various online 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 Contact Center Playbook for Improving Customer Satisfaction [Whitepaper] by Nicolina Savelli. (Fonolo) In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction, otherwise known as CSat.
CX Global Media
AUGUST 30, 2017
People, process, technology, reporting, culture, competition, morale, data, automation, self-service – which word matters most? In my 20+ years in the contact center industry, the past three years elevated this one word to utmost importance. This word is now more important than any other word. And if your supervisors don’t have it, your entire frontline staff will never reach peak performance.
Customer Experience Matters
AUGUST 29, 2017
Temkin Group has labelled 2017 The Year of Purpose, so we have been examining the topic of purpose across many different angles. One of the areas we are interested in is the impact that a person’s level of purpose and meaning has on how they behave as an employee and customer. It turns out that it has a pretty significant impact in both of these areas.
Convoso
AUGUST 27, 2017
A decade ago, no self-respecting call center director would dream of using anything that even remotely resembled a cloud-based software solution. If the software and hardware weren't in your contact center, it wasn’t to be trusted. How else could you keep an eye on anything?
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.
Contact Center Pipeline
AUGUST 31, 2017
Agent training, development and engagement were top of mind for Pipeline blog readers this month. One of our most popular authors, Mike Aoki, contributed a compelling post on focusing coaching efforts on future improvements rather than past mistakes. It was a topic that struck a chord with readers and created a great many comments, shares […].
ShepHyken
AUGUST 29, 2017
Utilize thought leadership in your consulting business with these 6 strategies.
Nexmo
AUGUST 29, 2017
As the technology that supports human communication continues to evolve, we’ve come nearly full circle when it comes to speech. Communication via Voice has been under some pretty stiff competition from SMS and other text-based, real-time communications channels in the past few years. But as the original mode of human communication, Voice still has a […].
Bright Pattern
AUGUST 31, 2017
Over the last 10 years customers have begun demanding companies to communicate over multiple channels seamlessly, which has pushed contact centers to strive for better customer service through more innovative omnichannel call center technology. In a modern contact center there are specific features an omnichannel ACD needs to have.
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!
Branch Mesenger
AUGUST 29, 2017
If you came of age when Zack Morris ruled the halls of Bayside High, it would be pretty unbelievable to fathom how far cellular technology has come for the mobile-first, always-connected millennial generation. Form factors have gotten smaller. Designs are elegant and responsive. Load times for web sites, audio and video are swift. And for the generations that grew up with talking on phones, the biggest change has been watching mobile devices evolve into text-based communication platforms, less f
ShepHyken
AUGUST 29, 2017
Nick Francis Shares How to Create a Customer-Centric Company. How would you like to increase customer loyalty? Shep Hyken interviews Nick Francis, CEO of Help Scout and thought leader in the customer service support world. First Up: Shep Hyken’s opening comments focus on introducing Nick Francis and his company Help Scout, and the recent fireside chat they had at a recent customer service and support conference.
Fonolo
AUGUST 29, 2017
In case you’ve been living on an island in Tahiti, with no communication to the outside world, you may not know how important mobile apps have become. In that case, let’s recap. Mobile apps are software applications designed to run on smartphones , tablets and other mobile devices. They dominate the time spent on mobile devices by 74% compared to mobile time spent on the web.
CustomerGauge
AUGUST 30, 2017
Inundated with too much news this month? No problem—we’ve got you covered. Check out everything you missed this August 2017 at CustomerGauge with a quick round up of major content from this month. 1. [eBooks] Measuring and Acting on Customer Feedback with Monetized Net Promoter We’re thrilled to have released not one, but two eBooks […]. The post CustomerGauge Monthly: Monetized Net Promoter® eBooks, NPS® Benchmarks, and More appeared first on CustomerGauge.
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.
Mindtouch
AUGUST 28, 2017
In 2015, a senior vice president at Google wrote: Consumer behavior has changed forever. Today’s battle for hearts, minds, and dollars is won (or lost) in micro-moments—intent-driven moments of decision-making and preference-shaping that occur throughout the entire consumer journey. Not only do customers want content-on-demand, they have come to expect exactly the content they want, when they want it, on any device they are using.
Genroe
AUGUST 29, 2017
With deference to George Harrison’s classic song lyric… Without a clear and well defined buyer personas, you risk creating customer experiences that frustrate and annoy customers while simultaneously driving up your cost to service them. Frustrated customers complain more and more loudly. Whereas, creating a customer experience that matches your customer personas drives customer satisfaction, […].
Fonolo
AUGUST 31, 2017
There are many different ways of learning how to grow your business or providing better service to your customers. Some companies use industry reports and trends, others bring in an expert to help, and some rely on mimicking competitors as a way to succeed. What’s funny is that with all the resources we have at hand, our customers can actually be the most insightful.
Vonage
AUGUST 30, 2017
The essential principles of customer service are timeless, but consumer expectations are not. Customers have always wanted a friendly, efficient and reliable service, but with the development of new technology, their expectations have been raised. They want a more efficient service than before. They don’t just want friendly; they want to feel like the service has been personalized for them.
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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.
Mindtouch
AUGUST 28, 2017
Content Experience Strategist and Influencers are those thought leaders that are working tirelessly to enable customer success through content delivery across the customer journey, creating best in class customer experience and self-service. In years past, we created this list internally using several methods to scrub the contenders. Each subsequent year we have updated the process to make sure our list is as good as it gets.
Nexmo
AUGUST 29, 2017
After a heroic effort from Tim and some work from Michael to get it over the line, we’re proud to announce that we’ve just tagged version 1.0 of the Nexmo PHP client library – it’s just one composer require away! [crayon-59b0226f5c036617954176/] The Tech Built on top of Zend Diactoros and Guzzle, it’s a PSR-7 compliant […]. The post Announcing v1.0.0 of the Nexmo PHP Client Library!
Kayako
AUGUST 30, 2017
All hands support has been a buzzword in the tech world for a few years now. Its premise—that everyone in the company from the CEO down to developers—spends time working as customer support agents, talking to customers, and answering questions. It’s a great practice in theory, and hypothetically will make everyone at a company more empathetic and customer-driven.
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