Call Center Weekly
JULY 19, 2018
When we hear a word or phrase, the mind begins to create a concrete visual for an abstract concept so that we can make sense of the situation and behave as expected. The concrete visual for the abstract concept is based upon the individual’s understanding of a similar situation, the context for the occurrence and the circumstances surrounding the word’s utterance.
Myra Golden Media
JULY 15, 2018
Eleven years ago I published my first YouTube video. I called it Top 6 Ways to Get An Angry Customer to Back Down. That little video has gotten more than 2.9 million views. (I have this old-school video at the bottom the page if you’d like to take a look.). The style, content, and quality of that video are as far as the east is from the west from my current videos and work.
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CX Global Media
JULY 17, 2018
How would you describe your contact center supervisors? Ineffective? Uncertain? Overworked? Undertrained? Dream team? The fact is having high-performing contact center supervisors is no longer an optional extra for organizations, but even the best organizations don’t have time to figure all this stuff out. So we thought it was best to reveal to you how to build your very own contact center supervisor dream team.
Beyond Philosophy
JULY 19, 2018
We all have a Status Quo Bias when it comes to decision making. Also called Status Quo Inertia, the Status Quo Bias is our preference to keep things the same or maintaining a previous decision. Your customers have one, too, and you can use it to get them to do what you want in your Customer Experience. In the 80s, two professors, William Samuelson and Richard Zeckhauser wrote an article for the Journal of Risk and Uncertainty called, “ Status Quo Bias in Decision Making.
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UJET
JULY 19, 2018
It's Friday. You're queuing up emails for next week's big product announcement when all of a sudden your email service stops working.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
JULY 18, 2018
There is an old saying: It is better to give than to receive. The interpretation of this is that giving is an act of kindness. There is another old saying: The more you give, the more you get. So, is the act of giving truly an act of kindness, even if you know you’ll receive something back, and even if you don’t know exactly what it is? I think so, especially if the act of giving has no strings attached – even if giving more means you get more, then it truly is an act of kindness.
Beyond Philosophy
JULY 20, 2018
Colin Shaw and Prof. Ryan Hamilton discuss how emotions drive customer behavior. So, what is an emotion? How are they evoked? How can you deliberately evoke a customer’s emotions? How is an emotion different to a mood and what you should do about it? The post Why Do Customer Emotions Matter? appeared first on.
Callminer
JULY 16, 2018
Remote employment is becoming increasingly popular across the United States. Working from home gives employees a break from the constant office noise along with the opportunity to embrace a more flexible schedule that improves their work-life balance. Global Workplace Analytics recently reported that businesses would save an average of $11,000 per remote employee if they worked from home at least half of the time.
CX Global Media
JULY 17, 2018
The contact center agent job is getting harder, talent is harder to attract, unemployment is down and the labor market is tight…all of this is causing a disruption in contact center pay. But not in the way you might be thinking. It’s the timing of pay that we are seeing dramatic increases in. Waiting every two weeks or until mid-month or end of the month just might become a thing of the past, just like a home land-line.
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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
Aspect
JULY 20, 2018
This week we released part two of our Agent Experience Index survey covering the gig economy and how customer service agents feel about it. Currently, 16% of customer service agents are working in the “gig economy” and we expect that number to continue to rise. The desire for agents to work in the gig economy is fairly high with 40% of all agents expressing interest and 51% of millennials.
InGenius
JULY 16, 2018
If you’re working in a role like customer service, help desk support, or sales, it’s basically a requirement that you spend a lot of time on the phones, and you typically end up spending a lot of time doing the same tasks over and over. Productive reps are the backbone of any contact center. But when you’re dealing with a large volume of calls, even the smallest inefficiencies can add up.
Callminer
JULY 15, 2018
It is essential that you create a plan and strategy for keeping at home agents engaged from afar. Read 8 tips to keep remote call center agents engaged.
CX Global Media
JULY 19, 2018
Contact center quality is transforming just like many other aspects of contact center operations. Good thing! For a long time, I’ve been advocating and teaching organizations about how to change their mindset and practices from a compliance and cost associated function with their quality program to an insight and value generating business activity. Meeting with Jim Iyoob from Etech Global Services at IQPC’s Customer Contact Week provided a great perspective on getting more value from contact ce
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
JULY 19, 2018
In today’s world, the customer satisfaction survey is a given. Some businesses (Lyft, Airbnb) rely on it as part of the model, and could hardly exist without it. Others may not have the same degree of reliance, but are nonetheless diligent (and persistent!) in requesting feedback after every service transaction. Customer feedback today drives purchase […].
ShepHyken
JULY 17, 2018
Artificial Intelligence Combined with Human Intelligence; the Future of Business Transformation. What can you do to help create an effortless customer experience? Shep Hyken sits down with Jim Iyoob, the Chief Customer Officer at E-Tech Global Services , to discuss the balance between AI and human interaction and how to deliver a convenient and effortless customer experience. ?.
TechSee
JULY 17, 2018
IVR technologies are limited without sight. Interactive voice response (IVR) is a technology that allows a computer to interact with customers through the use of voice and touch-tone telephone keypad. Today, IVR is a core technology well entrenched in call centers that has transcended way beyond its role as a simple customer routing system. . A range of emerging technologies have effectively transformed IVR from a frustrating customer waiting experience to an effective process with self service
CX Global Media
JULY 17, 2018
How would you describe your contact center supervisors? Ineffective? Uncertain? Overworked? Undertrained? Dream team? The fact is having high-performing contact center supervisors is no longer an optional extra for organizations, but even the best organizations don’t have time to figure all this stuff out. So we thought it was best to reveal to you how to build your very own contact center supervisor dream team.
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!
Contact Center Pipeline
JULY 17, 2018
In the era of big data, leading contact centers are taking a hard look at their use of analytics. However, with the increasing tsunami of contact center data available at your fingertips, knowing which data-dots to connect in order to reveal the underlying business insights can be challenging at best. Instead of wasting time and […].
ShepHyken
JULY 20, 2018
This week we feature an article by Daniel Bakst who writes about how important it is to monitor and respond to comments on social media and review sites about your brand. – Shep Hyken. Interactions between brands and consumers are changing across virtually every industry, making it more important than ever that your organization strives to encourage consistency within every moment of the customer journey.
Robert Davis
JULY 16, 2018
By Brad Baumunk, President and COO, Robert C. Davis and Associates. Recently I read an article by Toma Kulbyte entitled “32 Customer Experience Statistics You Need to Know for 2018” ( [link] ). In addition to all of the statistics she quotes, I particularly like her definition of CX: “Customer experience is your customers’ perception of how the company treats them.
GetFeedback
JULY 19, 2018
Customer feedback makes Salesforce even more powerful. When survey results live on the customer record, you not only gain visibility into your customer experience, but you can use those insights to drive action across your business. Today, we’ll share a few simple tips on improving visibility and driving action with Salesforce survey data. 1. Create a Salesforce survey dashboard.
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
JULY 18, 2018
Adriana Thompson has been drawn to customer service roles throughout her career. That is not surprising given her positive outlook, natural charisma and genuine interest in helping others. These are just some of the qualities that have enabled her to excel in her current role as Customer Love Team Floor Manager at BuildASign.com, an online […].
Nexmo
JULY 16, 2018
As businesses and customers have come to rely on virtually unlimited digital communication to procure services and exchange information, privacy cannot be overlooked. Customers value it; businesses must defend it. By providing secure, private voice connection communications to their customers, innovative companies across industries can: Protect user privacy without exposing real phone numbers; Mitigate revenue […].
Aspect
JULY 18, 2018
When was the last time you were asked to provide feedback as a customer? You probably don’t remember. The truth is, you probably were asked but ignored or declined the request due to some level of inconvenience, or you simply didn’t recognize the request. More importantly, when was the last time you solicited feedback from your custom. ers, and what level of input do have you actually received?
Sampson Lee
JULY 20, 2018
Why is there a high failure rate of customer experience (CX) initiatives? And why do most CEOs not buy into CX? Because CX professionals and companies are not practicing a Real CX. Conventional and Real CX in a Nutshell Many CX professionals currently assess customer experience through the lens of biased ‘service’, and are becoming […].
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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.
GetFeedback
JULY 14, 2018
A blog survey is simple but powerful way to learn more about your audience. With just a few questions, you can measure reader satisfaction, promote new content, and convert more blog traffic. Here are step-by-step instructions on launching an awesome blog survey in under 30 minutes. Building a Blog Survey. Step 1: Create a new survey. In the GetFeedback builder, select “Create from Scratch.”.
SharpenCX
JULY 17, 2018
If companies want to be successful in navigating today’s corporate terrain, we need to focus more on engineering the customer service experience. Customers expect every interaction is the best experience they’ll have with any given company. The challenge is, however, that even though it’s a priority, most companies are failing. A study from Bain & [.].
CustomerServ
JULY 19, 2018
Vendor selection can make or break your outsourcing initiatives whether your company is new to outsourcing or highly experienced with vendor management. Well-matched vendor partnerships will bring the value, efficiencies and quality service delivery that has made outsourcing a sound strategy for growth-oriented companies. On the flip side, incorrect vendor selection could lead to poor performance, high stress and higher than expected outsourcing costs.
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