Contact Center Pipeline
SEPTEMBER 20, 2017
“They are just temps,” said one contact center manager describing his seasonal agents. “They will be gone in a couple of months!” That condescending attitude was reflected in the seasonal team’s environment. They were crammed into an abandoned conference room filled with computers, phones and wires. This “seasonal contact center” was separate from the “normal […].
Beyond Philosophy
SEPTEMBER 20, 2017
RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Over the last few days, they have proven this yet again as the airline has begun cancelling hundreds of flights. Hapless travelers are stranded in far-flung cities or stuck at home when they expected to be on holiday. Ryanair announced last Friday that it would cancel 40-50 flights per day for the next six weeks.
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ShepHyken
SEPTEMBER 20, 2017
National Customer Service Week is coming up the first week in October. This is a time to appreciate employees for doing a great job taking care of customers. There are many ways companies are celebrating. Everything from an employee appreciation event, like a lunch or dinner, to fun games that are about team building and comradery. And, of course, there is showing some love and appreciation to your customers.
Callminer
SEPTEMBER 19, 2017
Call center supervisors must continue to monitor metrics, measure results, and tailor ongoing training to ensure that agents’ needs are met and that call center activity is in line with objectives.
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Contact Center Pipeline
SEPTEMBER 21, 2017
Today’s mid-sized contact centers face many of the same business requirements as their larger counterparts, such as the need to drive sales, manage operating costs and deliver high-caliber customer experiences. But unlike large centers, they often address these challenges in an environment with fewer resources and a greater reliance on manual processes.
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 19, 2017
Judy Hoberman Shares Tips for a Better Customer Experience. Are you looking to deliver a better customer experience? Then you are in the right place! Shep Hyken interviews Judy Hoberman, President of Selling in a Skirt – international speaker, trainer, coach, mentor, and author, who has a passion for customer experience. Featured Interview: Shep and Judy Hoberman discuss how S.K.I.R.T. and K.I.S.S. can help you create better customer experiences for your organization.
Callminer
SEPTEMBER 20, 2017
Call center agent training is a continuous process; it doesn’t end once the onboarding process is complete. Call center supervisors must continue to monitor metrics, measure results, and tailor ongoing training to ensure that agents’ needs are met and that call center activity is in line with broader business objectives. From training technologies to effective […].
Beyond Philosophy
SEPTEMBER 19, 2017
Asking strategic questions helps you understand your Customer Experience (CX), determine a focus for your efforts, and deliver a successful CX outcome. However, one question is the most vital to success with your CX strategy, and it isn’t about them; it’s about you. Forget to ask it, and you can forget about delivering on your CX objectives. The question is this: How much do you embrace customer irrationality?
Call Center Weekly
SEPTEMBER 21, 2017
By Sean Hawkins Kindness is the root of all good things. This saying has significant meaning to those in customer service. Providing service is one thing. That is expected. However, extending kindness creates special moments for customers. Kindness can be the difference in retaining a customer, or more importantly, brightening their day. Customers rarely expect something for nothing.
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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
SEPTEMBER 18, 2017
Each week I read a number of customer service 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. 3 Techniques to Help you Really Understand your Customers by Shay Namdarian. (Collective Campus) Establishing a detailed understanding of your customers is essential in achieving business goals and creating a customer experience that is a key competitive advantage today.
Aspect
SEPTEMBER 20, 2017
My children — who are not little kids and more accurately young adults — don’t remember a time without easy access to the internet. They’re pretty savvy, not only because they’ve grown up online, but also because after years of working in digital marketing, I have inadvertently destroyed a lot of “marketing magic” found online by explaining how things work.
Contact Center Pipeline
SEPTEMBER 19, 2017
If there is one thing that Alorica’s VP of Talent Acquisition Teri Morse believes is the “secret sauce” for attracting and retaining millennial employees, it’s having a welcoming, supportive company culture. She should know—millennials make up approximately 80% of the contact management solutions provider’s workforce. Morse recalls her own first impressions upon arriving at the […].
Call Center Weekly
SEPTEMBER 20, 2017
Debi, what does good service mean to you? G ood customer service means being prepared. The first step in providing good customer service is to anticipate and prepare so that the customer rarely needs to be serviced. Customers will need help at some point, but if you start there you are miles ahead of the game. When customers do reach out, it is important to, again, be prepared.
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.
ShepHyken
SEPTEMBER 22, 2017
This week we feature an article by Josh Linkner about the DMV, The Department of Motor Vehicles, experience. The location he writes about is a great example of how to provide an Amazing customer experience! – Shep Hyken. When you think of terrible customer service, what types of companies come to mind? You may be thinking utility companies, budget airlines, wireless carriers or shipping companies.
CX Global Media
SEPTEMBER 22, 2017
Many organizations acquire technology to address pressing challenges in their contact center and while your ship initially sets sail on a positive path, changes in executive sponsorship, technology champions and competing priorities can sometimes cause inertia in your program initiatives. But, there is a way to right the ship and course correct your speech analytics program.
Customer Service Life
SEPTEMBER 22, 2017
This article was originally published on the ICMI Blog on August 22, 2017. Click here to read the original post. I have to admit; it’s awfully cool to work at FCR , a company where we observe the support channel mix for dozens of different companies. As an outsourcer, about 60% of our support volume is still phone, with chat and email making up most of the other 40%.
Call Center Weekly
SEPTEMBER 19, 2017
By Sheree D. Kenner There is nothing more frustrating than working a support ticket that has missing or incomplete work notes. Quality work notes are essential to preventing rework, having customers repeat their problem, and avoiding delays in service. If someone is uncertain about what you did, after reviewing your support ticket, your notes are incomplete.
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!
Peter Lavers
SEPTEMBER 20, 2017
This is the first of two blog posts on the Customer Insight Leader blog, in which I set out why data is the new Marketing battleground and (in my second blog) how analytics are the weapons guidance systems needed to win the battle. I look forward to picking us these themes at the SAS Analytics Experience conference that I’ll be attending in October.
Aria Solutions
SEPTEMBER 18, 2017
Customer experience is a commonly discussed topic and certainly on the minds of many organizations. As Forrester research shows – 84% of CX executives work at firms that are prioritizing CX more than they did two years ago ( “Why CX? Why Now? Forrester Research, October 5, 2016 ). Although there are brands that have made significant transformations to delivering high quality CX, customer surveys reveal that this is only true for 1 in 5 brands ( Why CX?
ProProfs Blog
SEPTEMBER 18, 2017
How important is good customer support for your business? Is it a top priority for you, or happens to just another facet of your day-to-day business operations? It may seem like a no-brainer, but a surprising number of businesses have failed to deliver when it comes to ensuring that their customers are happy. And falling sales numbers are there to show for it.
Aspect
SEPTEMBER 18, 2017
Cloud computing has been hyped in the media and in IT circles for almost a decade now. So I don’t need to cover what cloud computing is or what the benefits of cloud computing are. It’s been covered, and perhaps ad nauseum for some readers. For all the chatter, it would be easy to assume most companies have already shifted to the cloud but Morningstar estimates that just 20% to 25% of virtualized infrastructure is running in a public cloud environment.
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.
Peter Lavers
SEPTEMBER 21, 2017
By Peter Lavers and Rob Poratti – Product Marketing Manager for IBM Watson Commerce. This blog is based on a Webinar we recently hosted for IBM on this subject. We believe that competitive advantage will be won by the companies that deliver distinctive and profitable customer experiences across all their channels of engagement, and that understanding and meeting customer expectations are fundamental to that success.
LiveChat
SEPTEMBER 22, 2017
Some time ago, I read a mind-opening book about communication in relationships. In the chapter dedicated to emotions, the author stated that the unconditional love happens between parents and their children only. Not really surprising, I know. But what the author also stated was that in all other relationships, we love because we have a reason to do so.
Provide Support
SEPTEMBER 18, 2017
Cheat Sheet for Live Chat Operators. Chat etiquette plays a huge role in customer service. Professional and authentic interaction with clients goes far beyond the opportunity to make a sale. It helps to build a lasting relationship with the customer, inspire future communication and create fans and advocates of your brand. How to treat the customer to be able to appreciate all these benefits and escalate your service to a more professional and human level?
CSM Magazine
SEPTEMBER 18, 2017
One of the most common challenges I hear from managers and business owners is how to get staff to provide better service. Over the years I’ve observed that the organizations who nurture the best service behaviors use these five strategies. 1. Educate towards Empathy. It’s easier to get employees to care about customers by putting them in the place of customers.
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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.
Peter Lavers
SEPTEMBER 19, 2017
Peter Lavers will be attending the SAS Analytics Experience conference in Amsterdam this October – their showcase in Europe of the latest innovations in data and analytics. Peter is publishing two blogs in the run-up – read them on the Customer Attuned blog – and check out his twitter feed for a commentary of the highlights, using the hashtag #AnalyticsX.
Fonolo
SEPTEMBER 19, 2017
One of our goals with the Fonolo blog is to help you stay current on the many aspects of the fast-moving contact center industry. To that end, we’re always on the look-out for new industry research, studies, surveys and whitepapers. The vast number of companies doing “content marketing” means there is a lot of material out there. Sadly, that’s made it hard to find quality among all the fluff, so we’ve assembled 4 recent reports that we feel are worth your time.
CustomerGauge
SEPTEMBER 20, 2017
In their past Global Consumer Banking Survey, Ernst & Young (EY) said that opening and closing accounts are more closely tied customer experience than rates, fees or location. Moreover, traditional banks are coming in competition with the emergence of “FinTech” or Financial Technologies, which offers the streamlined customer experience that consumers are looking for.
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