24-7 InTouch
NOVEMBER 7, 2018
Artificial Intelligence (AI) has been a hot topic in the customer service space for years, and the adoption of it is only going to accelerate. Forward-thinking brands leverage AI as a means to strengthen the human connection they have with their customers. While AI takes care of the transactional elements, customer care teams have the ability to focus on the human and emotional components of the interaction.
Contact Center Pipeline
NOVEMBER 8, 2018
Like all humans, contact center leaders are driven by the brain’s insatiable desire to experience PLEASURE and in so doing avoid PAIN! I think I have a PLAN to accomplish this mission. Planning is essential to business in general and to contact centers in particular. While I believe that metrics and measurements are firmly entrenched […].
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ChaseData
NOVEMBER 7, 2018
In the last decade or so, inbound marketing has gotten a lot of positive attention and press. Search any marketing blog, and you’ll see tons of puff pieces about how wonderful inbound marketing is. This style of reaching out to consumers in a way that feels organic and customer-led is certainly worth the praise it receives, but not at the all-too-frequent expense of outbound marketing.
Beyond Philosophy
NOVEMBER 4, 2018
Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Today, we are going to discuss some areas you can look at to do just that. I didn’t like shopping for years. I hated creating a bloody list and taking it up to the store because it wasn’t convenient.
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ShepHyken
NOVEMBER 6, 2018
Creating A Customer Experience Initiative. Owning Your Customer Service Initiative From the Top Down. Shep Hyken sits down with Christa Heibel to discuss the role the c-suite level plays in creating a CX strategy, how to keep track of your omnichannel presence, and how to measure and improve your customer experience strategy. Top Takeaways: Christa says she has yet to find a successful customer service initiative that didn’t involve the C-suite level.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CSM Magazine
NOVEMBER 7, 2018
Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. With the rise of challenger brands, this has become particularly important for the utilities industry over recent years.
Beyond Philosophy
NOVEMBER 8, 2018
I went to Bahrain for the first time recently. I was a keynote speaker there for a Customer Experience conference. I was fascinated by the country. There is a lot of Customer Experience activity happening there. Rami Sweis, the CEO of GolfCX invited me to speak at the conference. He explained on a recent podcast the reason improving Customer Experience is such a hot trend in the Middle East has been the liberalization of markets there.
ShepHyken
NOVEMBER 9, 2018
This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. Developing and maintaining a successful enterprise in today’s demanding business landscape is no easy task. It’s no surprise then that when organizations begin to contemplate their future success and the resources required to support it, uncertainty can
Callminer
NOVEMBER 7, 2018
The CallMiner Index survey uncovered that consumers want to stay loyal, but are ‘forced’ to switch because of bad or ineffective supplier practices. Below are some stats from the report.
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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
Steve DiGioia
NOVEMBER 5, 2018
This original article was written by Steve DiGioia. My cat is diabetic. “Domino” was diagnosed 3 months ago and since then must receive 2 insulin shots per day, 12 hours apart. That’s my job. Domino. On those times when I’m not available, the job falls on my wife or daughter. They don’t like giving her the shot (nor do I) and always have difficulties.
Beyond Philosophy
NOVEMBER 9, 2018
We all know the retail landscape is changing. But what should it be changing to? What are the opportunities and problems? Colin and Ryan interview Amit Sharma, CEO of Narvar, about how retailers can create emotional connections with shoppers in a technology-driven world. Colin will reveal how you can benchmark your organization performance against other companies to determine how you are doing in the new world of behavioral economics and customer experience.
ShepHyken
NOVEMBER 7, 2018
Back in my college days, I remember how easy it was at 11:00 at night, while studying for a test the next day, to order a pizza from Domino’s. I just picked up the phone and in less than thirty minutes, it was delivered. Today I do the same thing. I pick up the phone and order a pizza – but I don’t have to… pick up the phone. Technology has taken us to a new level of pizza ordering.
Callminer
NOVEMBER 5, 2018
The CallMiner Index report shows that the wrong behavior drives customer churn, with 55% of consumers saying they are very or extremely likely to switch after a bad call center experience.
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.
Fonolo
NOVEMBER 7, 2018
It could be argued that customer service is uniformly about a few core things: Giving consumers agency; shepherding them towards a positive outcome to their problems; and providing solutions and smiles by whatever means (and using whatever technology) necessary. While this may seem simple enough, call and contact center managers of the 21st Century know better: It ain’t easy.
Beyond Philosophy
NOVEMBER 4, 2018
Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Today, we are going to discuss some areas you can look at to do just that. I didn’t like shopping for years. I hated creating a bloody list and taking it up to the store because it wasn’t convenient.
ShepHyken
NOVEMBER 5, 2018
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 Secret Sauce to Customer Experience is a Blend of Four Ingredients by Joseph Michelli. (The Michelli Experience) Recently, a new client of mine said, “Just like everyone else I want to differentiate my business through the customer experiences I provide, but quite
Callminer
NOVEMBER 4, 2018
Maintaining contact center compliance in the debt collection industry is a difficult task with compliance to state-by-state regulatory laws and agent retention being two of the biggest.
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!
Call Center Weekly
NOVEMBER 8, 2018
By Ron Rhodes October 24, 1929 was a Thursday. The weather was partly cloudy, chilly, with a daytime high of about 49 degrees Fahrenheit, cool for that time of year. People began their day like any other, breakfast, news reports, perhaps even morning prayers. Many headed to work that day with cheer and positive anticipation, certain of the good things to come.
Interactions
NOVEMBER 7, 2018
NOVEMBER 7, 2018 When it comes to the customer experience, Read more » The post 3 Revenue-Driving Benefits of Conversational AI appeared first on Interactions Resource Center.
CX Global Media
NOVEMBER 6, 2018
Virtual Boot Camps provide a hands-on and action-based way for contact supervisor training to be more engaging and fun for the learner – and significantly more affordable than any other boot camp method. As the only provider of virtual boot camps in the industry Call Center Coach is disrupting the old call center school thinking. “Nobody Wants to Sit in Your Classroom”.
Lumoa
NOVEMBER 7, 2018
Find out how to work with the most popular Customer Experience metrics and KPIs. Understand if you should collect NPS, CSAT or CES (or maybe all?). Find out the value of customer retention and the threat of churn.
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.
Contact Center Pipeline
NOVEMBER 5, 2018
When the original Telephone Consumer Protection Act (TCPA) law was passed in 1991, 80% of Americans had landlines and only 3% had mobile phones. This law was passed by Congress to regulate the use of auto-dialers and prerecorded messages. Fast-forward to 2018 where the CDC reported that 50.8% of American households are now wireless only […].
TechSee
NOVEMBER 6, 2018
What is augmented reality remote assistance? Augmented reality remote assistance is an emerging technology that enables brand agents and product experts to visually guide and collaborate with customers and field technicians. . The original concept of remote assistance is based on a technician’s ability to use a remote connection to temporarily view or control a computer or a mobile device over a network or the Internet in order to help solve software issues.
Customer Service Life
NOVEMBER 5, 2018
I’m not crying, you’re crying (at work). Photo cred: Ban.do. Samantha (not her real name) sat across from me in our small contact center. Not a week went by that she didn’t shed tears after hanging up the phone with a customer. She didn’t seem to mind that everyone saw her with tears streaming down her face. I remember her scampering, post call, out of the office to catch her breath.
Aspect
NOVEMBER 5, 2018
Global market intelligence firm, International Data Corporation predicts that by 2020, 67% of enterprise infrastructure and software will be for cloud-based offerings. Are you considering moving your contact center to the cloud? With 2019 less than 60 days away it may be time to ask yourself what you’re waiting for. As you start planning to move your contact center to the cloud, there are five considerations worth digging into. .
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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.
Centriam Customer Experience Lab
NOVEMBER 8, 2018
Almost all customer feedback systems include surveys with open-ended questions. Indeed, in the popular Net Promoter System (NPS), the survey can consist entirely of just two questions: a likelihood-to-recommend score, followed by an open-ended question explaining the score. As a result, as much as half of the data generated by customer feedback systems is verbatim, “unstructured” text.
Transparent BPO
NOVEMBER 9, 2018
The end goal of any contact center is to provide outstanding service to its clients and their customers. That starts at the agent level based on their interactions with customers and the ability to take care of the customer’s needs professionally and efficiently. A big part of management’s job is to equip those agents with […] The post 3 Contact Center Management Challenges Critical for Success appeared first on Transparent BPO.
CrazyCall
NOVEMBER 7, 2018
Often, the most important step in the sales process is the one that’s usually neglected. Regardless of how innovative, superior to the competition or packed with features your product is, you need to ‘close the sale’. Whether it’s about closing a sale over the phone or face-to-face, this step of the sales process is usually the one that carries the highest emotional burden, capable of making even the most seasoned salesperson nervous.
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