Ansafone
AUGUST 16, 2018
Don’t Try to Force Your Business Processes into a One-Size-Fits-All Outsourcer Box There are many advantages to outsourcing your first notice of loss (FNOL) calls to a call center that specializes in this work. However, outsourcing to the wrong call center can produce extra work for your team and cause frustrations for your policyholders. This … FNOL Providers Best Practices Read More ».
CX Global Media
AUGUST 16, 2018
Your company culture is on the wall, written in your mission statement, part of the company vision, it’s in your core values and it’s communicated. And this is what destroys contact center morale? It is a problem if your leaders do not live out these perceived commitments through their behaviors. Customers Inside and Outside – Same. Just like your customers hate to have an expectation not met, so do your contact center agents.
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Return Customer
AUGUST 15, 2018
American Express reported that, according to research, Americans will tell 15 people about their bad brand experiences but only 11 people about their good ones. To someone who sees this as generic data, the implication is that a customer would propagate a poor experience to approximately 40% more people than a good experience. This confirms the psychological phenomenon that negativity garners more lasting responses than positivity.
Dialer 360
AUGUST 15, 2018
Excellence is one of the pillars of success in contact center services. Customers and client have an interest in quality work only. Competition for the brand reputation so, the BPO unit are aware of that. When you get a taint on your call center, you have to find that the business firms that are not willing to touch you. For make it clear you have to pull up the benchmark that measures performance at your call center.
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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
CX Global Media
AUGUST 14, 2018
CLICK HERE for large image. Being able to accelerate the path from successful contact center agent to supervisor success is a top priority in the contact center industry. Some may contend it’s always been a priority. But now we could be entering a crisis scenario. As of now, only 18% of organizations feel they have a supply of capable employees to fill frontline leadership roles, according to a study conducted by Development Dimensions International.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
AUGUST 15, 2018
Over the years I’ve taught a concept I refer to as the One Thing Question. This is a very simple question to use in a survey as a follow-up to the simple survey question, like the Net Promoter Score question (NPS). For those that may not be familiar with the NPS survey question, it is simply this: On a scale of zero to ten, what is the likelihood that you would recommend us to a friend, colleague or family member.
Aspect
AUGUST 16, 2018
Yesterday at a media event in Charleston, South Carolina, the CEO of T-Mobile, John Legere, revealed their next big move. My initial thought was what could possibly be a bigger move than offering free Netflix ? Turns out, a full revamp of their customer service as well as a year free of Pandora (double win!). At first glance, you might not think a revamp of customer service is that big of a deal – which is understandable.
Steve DiGioia
AUGUST 13, 2018
you gotta be kidding with all these rules. This original article was written by Steve DiGioia. You took out a big loan to open your business; maybe even got a second mortgage on your home. Then, product and supplies were ordered on credit cards. You even convinced your spouse and kids to work there because there’s no money left for payroll. But you opened a “business of no”.
Beyond Philosophy
AUGUST 17, 2018
Colin Shaw and Prof. Ryan Hamilton discuss how to understand the rules of customer decision making. If you don’t know how customers make decisions you cannot influence them to best effect. Explore the decision-making process and listen for actionable advice you can use today. The post Understanding the Rules of Customer Decision Making appeared first on.
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
AUGUST 14, 2018
The Carnival Of Business Growth Strategies. Get smarter about building your company’s future. Shep Hyken sits down with Tiffani Bova, the global growth and innovation evangelist at Salesforce. They discussed her new book Growth IQ , what the carnival can teach you about business, and the 10 simple paths of business growth. ?. Top Takeaways: While growing up in Hawaii, Tiffani worked in a roaming carnival.
Outsource Consultants
AUGUST 14, 2018
A recent article by Manuel Solis discusses customer engagement. Not just a company’s attempts at engaging with their customers, but customers engaging with the company as well. In order to foster engagement, companies need to build relationships with their customers through social media strategies and by putting out content on the internet that can actually be helpful and useful for their audience.
CX Accelerator
AUGUST 16, 2018
Only a handful of months ago, CX Accelerator started with a dream to create a small virtual community exclusively for CX professionals. 400 people and 14,000 messages later, the slack work space has become something far more meaningful than anyone could have anticipated. Our wonderful members have shaped it into a fountain of knowledge and encouragement.
CX Global Media
AUGUST 17, 2018
“Just hold it together for one more year!” I had an operations-day flash back for a moment thinking about needing to squeak out every inch of life from my systems. Upon reflection, I also remember the downside of holding on too long to systems and how much time, energy and frustration that created. Meeting with Jens Eckels from Avaya at Customer Contact Week in Las Vegas I started thinking about how in our rapidly changing world – where customers place speed extremely high on their needs l
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.
ShepHyken
AUGUST 17, 2018
This week we feature an article by Kaavya Karthikeyan who writes about customer support metrics that you should be tracking. – Shep Hyken. In the world we live in today, we are constantly faced with challenges and competition, and the only way you’re going to win in such a cut-throat environment is to stand out. The best way to outperform your peers is through constant evolution and refining, and nowhere does this apply more than in the customer support arena.
Call Center Weekly
AUGUST 15, 2018
Let’s face it; hiring new personnel can be a long, arduous task. Prior to announcing an opening, the job description must be created and approved. Recruiting efforts must be discussed with HR to ensure the best candidates are brought to the forefront. A lot of screening and evaluation prior to conducting the first interview must also take place. I’ve spent countless hours mulling over applicant resumes to determine if a candidate’s skills translate into the skill set I am looking for.
Contact Center Pipeline
AUGUST 15, 2018
Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years since we reached out to contact center professionals to take stock of their technology views. Over the intervening years, the prevailing standards of service excellence have continued to rise. New technologies […].
TechSee
AUGUST 14, 2018
Decision Support Systems (DSS) drive faster, smarter decisions based on objective data, rather than on subjective criteria or personal instinct. They offer insights and proposed courses of action to decision-makers based on problem diagnosis, previous actions taken, the outcomes of those actions and other relevant contextual info. These systems are relevant for many verticals including healthcare, finance, weather prediction, call and chat centers, desktop apps, info kiosks and more. .
Advertiser: ZoomInfo
One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.
ShepHyken
AUGUST 13, 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. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? by Steve Bernstein.
The Northridge Group
AUGUST 16, 2018
An effective Workforce Management organization ensures a contact center has the right number of agents, with the right skills, in place to deliver the desired member experience in the most efficient manner. Forecasting call volume and determining staffing needs are becoming more complicated due to the multiple channels that are now available for customer service.
Contact Center Pipeline
AUGUST 16, 2018
In this installment of the Lost in the Labyrinth series, I focus on Brand Energy Power, an organization’s internal furnace that breaks down silos and builds brand momentum at every level. But how do we build Brand Energy and continue to fuel the fire? Vision clarity stokes the furnace and builds into each business unit […].
Nexmo
AUGUST 15, 2018
For many years, companies with global customer support operations could only dream of conducting voice communications with their customers directly through their web browsers. They have become tired of proprietary technologies that require time-consuming downloads and plug-ins that often crash because they have trouble serving real time communications.
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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.
aircall
AUGUST 16, 2018
Successful B2B sales can be an indirect, multi-step process. Who are the decision makers? What metrics do they care about? Is there a particular communication style I should adopt? How can my product fulfill a need for this organization? Collecting this information will usually involve research, discovery calls/emails, and a healthy amount of LinkedIn stalking.
Fonolo
AUGUST 16, 2018
Stop me if you’ve heard this one: What a world we live in. Speaking as a seasoned, schooled, marginally flawed member of the human race, I have of late been watching the movements of humanity with worried, widened eyes. This was not by choice, really. Recent, domain-shifting global crises and changes in our behavior as a people have demanded some navel-gazing.
Contact Center Pipeline
AUGUST 14, 2018
Contact Center managers and business owners who have invested in sophisticated unified communications networks typically understand the urgency of maintaining a skilled, consistent and well-seasoned staff to use these networks. Businesses owners should therefore do whatever is necessary to draw superior talent from a wide pool of knowledgeable workers—and to keep those talented agents long-term—in […].
Nexmo
AUGUST 14, 2018
Recording a phone message is the key first step in building a fully fledged voice mail system. In this tutorial, we’ll go through the steps required to set up a phone number with the ability to record an incoming call using PHP and the Nexmo command line interface. The code for this tutorial can be […]. The post Record a Phone Message with PHP appeared first on Nexmo.
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
GetFeedback
AUGUST 16, 2018
Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Businesses understand that great customer service isn’t optional–it can make or break a brand’s reputation.
Mindtouch
AUGUST 15, 2018
A knowledge base (KB) can make or break the self-service experience, for your customers and internal support agents. Yet the KB is just one aspect of a sound knowledge management strategy. Shortcomings in any aspect can make it difficult for customers and customer support agents to be successful with your product or service. If you’re experiencing flagging customer satisfaction KPIs, ballooning support costs, and rampant agent inefficiency, it might be time to evaluate your approach to kn
Customer Experience Matters
AUGUST 14, 2018
Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #2: You Need A 360-Degree View of Customers What’s Wrong: If companies had an unlimited set of resources to plow into their customer insights efforts and an equally unlimited number of people prepared to take action on those insights, then shooting for a 360-degree view of your customers woul
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