Pipkins
JANUARY 14, 2019
When it comes to purchasing a WFM software suite, making the right choice can be reason to celebrate due to the positive impact on not just your contact center operations, but your entire organization. Choosing the right workforce management or WFM software suite can be a critical factor in a company’s success. Beware of buying products that look good on the outside but are lacking on the inside.
Customer Service Life
JANUARY 15, 2019
This article was originally published on the FCR blog on December 10, 2018. Click here to read the original. Over the past year or so I’ve had many conversations about contact center quality assurance — some of which I’ve shared in past articles. As I was scanning my list of blog post ideas, I realized I had some miscellaneous thoughts that fit under the quality umbrella and it’s about time we discuss them.
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Myra Golden Media
JANUARY 15, 2019
One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience. The way YOU do that is, you go into discussions with your employees with a plan, and with confidence. I’m going to give you a 3-step method for how to talk to your employees about a problem, be that problem attitude, attendance, the way they interact with customers, anything.
CX Global Media
JANUARY 15, 2019
Some wars seem to rage on forever. Whether you’re fighting the battle to stop eating that dessert you love that’s bad for you, or you continuously battle a war with contact center agent performance, it’s time for you to enjoy the sweet taste of victory. In more than twenty years in the contact center industry, improving agent performance has always been a major focus.
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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
Beyond Philosophy
JANUARY 16, 2019
I have always been surprised by the massive wealth of data in academia that doesn’t get used. The reason, I believe, is the language. The way academic research is written is like a reading a legal brief; it’s impenetrable. You come away from it thinking the person who wrote it is very clever, but don’t understand what he or she said at all. My co-author and podcast co-host Professor Ryan Hamilton jokes that academic research is not written for a human audience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
JANUARY 16, 2019
Absenteeism is a pain, we all know that. According to Benchmark Portal, absenteeism equates to 6.48% of all scheduled hours in a contact center. Everyone is looking for a silver bullet to stop absenteeism. A quick Google search brings up thousands of articles with countless ideas for reducing absenteeism. Suffice it to say, there is […].
Callminer
JANUARY 13, 2019
Contact centers with engaged employees often cite better productivity and higher levels of employee happiness, improved customer service and retention, and, of course, higher profits.
Myra Golden Media
JANUARY 16, 2019
One of the things I’m working on for you in 2019 is giving you tools to help you coach your employees and hold them accountable, so they’re positioned to deliver the best possible customer experience. Eliminate Your Fears and Doubts About Coaching. No one likes to talk to employees about unacceptable performance, but for a lot of us, talking to people about problems with performance is a regular part of managing.
ShepHyken
JANUARY 14, 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. Ten top tips for building a customer-driven company in 2019 by cp2experience. (cp2experience) I have framed all my top tips around the benefits to customers (and employees) and identified how technology can support the delivery of an enhanced, competitively distinct
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
JANUARY 17, 2019
Company cultures and leadership styles tend to shift over the years as they adapt to the behaviors and expectations of the dominant generation in the workforce. This is evidenced today by a rise in employee-centric values and transparent leadership practices among senior executives across industries (courtesy of the millennials). While the millennial generation’s workplace expectations […].
Lumoa
JANUARY 17, 2019
Wondering what is the optimal way to measure customer experience? Choosing customer experience metric seems to be a complex process? Don't let the variety trick you. Start collecting customer feedback and measuring customer experience with a simple and easy KPIs and metrics!
Myra Golden Media
JANUARY 14, 2019
Talking to employees about problem performance, and getting them to change is hard – unless you do four things very well. Here’s what I wish everyone knew about addressing unacceptable employee performance. You have to have a plan; otherwise, you’ll get off track, and our employees won’t make changes. Coach like a coach. Don’t try to be friends with employees.
ShepHyken
JANUARY 15, 2019
The Business of Emotion. Striking a Balance Between Technology and Human Connection. Shep Hyken interviews Rebecca Martin. They discuss the role of technology in customer service, how emotion can drive customer loyalty, and how marketers and contact center workers can help each other in building the ideal customer journey. In Shep’s Opening Monologue… He gives advice on how to create an amazing customer experience.
Advertiser: ZoomInfo
Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr
Call Center Weekly
JANUARY 16, 2019
By Diana Aviles Sometimes, you just get stuck. You sit there at your desk trying to come up with every way possible a person can say something with the hope that it will help make some progress on getting your category or query to pass validation. But like Pac-Man, you keep getting hit by the ghosts repeatedly dying. I think it’s important to slow things down and be honest with everyone.
ProProfs Blog
JANUARY 17, 2019
Live Chat is often misconstrued as a tool only used by premium websites owned by large enterprises. Most of you may think that it isn’t easy to set up a 24*7 live support system. Right? Well, that’s not true in all the cases. ProProfs Chat , when integrated with WordPress makes real-time communication with website visitors simple for you. The chat plugin helps you gain an additional edge over your competitors, thus making lead nurturing and acquisition a hassle-free process.
Myra Golden Media
JANUARY 15, 2019
For two years I’ve partnered with LinkedIn Learning to create courses to help employees be more assured and skilled in their ability to handle demanding customers. Here are some fun behind the scenes photos from last week’s visit to film two new training courses. Brilliant make-up artist, Tomeko, keeps me looking good on the set. What I like about being on set is filming only from the waist up.
Lumoa
JANUARY 13, 2019
Did you know that NPS is the most popular customer experience metric? Find out the latest NPS data and statistics to power up your customer experience strategy in 2019!
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Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.
Nextiva
JANUARY 14, 2019
Product reliability and quality have become near-commodities in our world. The challenge then, for a business, is to find another way to differentiate yourself. And one of the best ways to truly engage customers is to connect with them via superior customer service. Today, let’s look at a variety of companies whose have succeeded by […]. The post 10 Real-Life Customer Service Examples and Tips to Grow Your Fan Base appeared first on Business VoIP, Customer Experience, Sales & Marketing
Contact Center Pipeline
JANUARY 15, 2019
Anyone who manages, or has managed, a school or community athletic program no doubt is already aware of Gopher Sport’s products and their reputation for exceptional customer service. As a leading supplier of sports, physical education, fitness and early childhood products, the company has stood behind its products since 1947 with its unconditional 100% satisfaction […].
Fonolo
JANUARY 17, 2019
Live Unboring. It’s an IKEA slogan. It’s also IKEA’s raison d’être. At a healthy 75 years’ old, the Scandinavian born-and-bred brand has well surpassed middle-age and earned its place among retail royalty, continuing to thrive and expand its utilitarian-while-whimsical offerings into the online world. Its products are nestled in households across the globe.
ProProfs Blog
JANUARY 18, 2019
I came across a quote on the internet the other day, and it struck a chord. It said, “The customer’s perception is your reality”. We present a brand image to our customer of who we are, but in the end, the reality is what the customer views it to be. Companies have realized the importance of this, which is evident from the increase in customer satisfaction and retention programs.
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In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.
Nextiva
JANUARY 15, 2019
When customers speak, brands listen. That’s the baseline for doing business in a customer-centric economy. That’s why you just can’t emphasize the importance of customer reviews! Customer reviews have come a long way from simple word-of-mouth recommendations to published online assessments dissecting your product. Through social media and customer review sites, customers easily share their […].
SharpenCX
JANUARY 16, 2019
Let’s play a game of good news/bad news. Bad news first: too much customer churn is detrimental to business growth. The good news? As a contact center manager, you can deliver a positive customer service experience to reduce customer churn. Read More. The post 7 Fail-Proof Methods to Reduce Customer Churn appeared first on Sharpen Contact Center Software.
ijgolding
JANUARY 14, 2019
According to Wikipedia , the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a relationship declines after around year seven of a marriage. The phrase originated as a name for irritating and contagious skin complaints of a long duration. Examples of reference may have included STD outbreaks that are known to significantly decrease in frequency after seven years, or mites that live under the skin (scabies
ProProfs Blog
JANUARY 18, 2019
Think of a scenario where your customers are unhappy with the support that your team offers to them, and you face steadily declining customer ratings. Of course, you don’t want your customer support to face this kind of situation. Employing customer support software is, thus, the safest bet here. Note that. 86% of consumers are ready to pay more for better customer experience.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Nextiva
JANUARY 16, 2019
If you’ve just started a small business or are looking to expand yours, one of the first things you’re probably thinking about is this — how do I get a business phone number? When it comes to standing out from the crowd, having a personalized business phone number can make all the difference. There are […]. The post Your 3-Step Guide to Getting a Business Phone Number: Fast, Easy, and Secure appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.
Liveops
JANUARY 18, 2019
Don’t write off baby whisperers when it comes to business. “Stay at home parents” isn’t likely to be the first entry on a hiring manager’s list of sources of talent. Instead, this group is most likely listed as “resumes to chuck.”. The truth is, sadly, companies are less likely to even interview , let alone hire, people who’ve been a stay at home parent.
Concentrix
JANUARY 16, 2019
Flexjobs listed Concentrix as number nine in its “100 Top Companies with Remote Jobs in 2018” listing. This list is based on an analysis of. The post Flexjobs Names Concentrix Among Top 100 Companies for Remote Workers appeared first on Concentrix.
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