ShepHyken

SEPTEMBER 15, 2017

This week we feature an article by Lindsay Tjepkema who writes about how artificial intelligence marketing (AIM) is becoming more important to our success in engaging with customers. Recently I have read and written a lot about AI and as technology improves and acceptance grows AI will have a strong role in customer service. – Shep Hyken. Artificial intelligence (AI) and all of its many uses have seen massive amounts of growth throughout the last year.

Marketing 483

Marketing Advertising Big data Personalization 483

Beyond Philosophy

SEPTEMBER 11, 2017

Effective communication is the lifeblood of any relationship, whether it’s between individuals, informal groups, within companies, between leaders and the people they govern, and, of course, between companies and their customers. We’ve all seen what can go wrong when communication breaks down – anything from divorce to declarations of war; but in a business context, what does it mean?

Advertising 384

Advertising Consulting Consulting Government 384

CX Global Media

SEPTEMBER 11, 2017

When you’re thinking about making the decision to implement chatbots in your contact center, how should you start? A very important thing to think about is your desired business outcome. Doing this helps you to set a target to reach. More importantly, doing this helps you to make the right technology decision. Then, analyze backwards. What technology will get you there?

Chatbots 240

Chatbots Contact Center Call Center contact center solutions 240

Callminer

SEPTEMBER 12, 2017

Call center statistics cover a variety of other areas including technological change, changes in consumer attitudes, and competitive considerations.

Call Center 207

Call Center Technology 207

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

ShepHyken

SEPTEMBER 13, 2017

The words you say, the way you act, and your attitude toward your job and your customer are sometimes the difference between satisfactory and amazing. This became evident as I was having lunch with Tracy Nieporent, one of the partners at Myriad Restaurant Group. They are the successful owners of the famous Nobu restaurants , Tribeca Grill , and several others.

Customer Service 236

Customer Service Customer Experience 236

Contact Center Pipeline

SEPTEMBER 12, 2017

I think it’s safe to say that millennials are a force to be reckoned with. Often referred to as “Generation Disruption,” their influence on the modern workplace is hard to deny. In recent years, millennials’ expectations have been reshaping the workplace into more flexible, collaborative and transparent environments. These types of changes will only become […].

Coaching 203

Coaching Contact Center Call Center 203

Callminer

SEPTEMBER 11, 2017

This is the core of service delivery optimization: helping employees outside the contact center manage service delivery just as well as your contact center employees do.

Contact Center 182

Contact Center Management 182

ShepHyken

SEPTEMBER 11, 2017

Each week I read a number of customer service and experience 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. A Pop Culture Guide to Customer Care Training by Matt Searfoss. (TCFCR) Looking for a guide to build your customer care training session off of?

Customer Service 204

Customer Service Self service Customer Care Technology 204

Victor Midgley

SEPTEMBER 11, 2017

Over the many years of my teaching compelling conversation skills, I have come to appreciate that an effective conversation is much like an inspiring song. We all have favorite songs that we enjoy listening to. if you have heard a cover to that song performed by a “less than” talented or skilled singer, you might … Continue reading "THE MUSIC OF CONVERSATION".

Call Center 185

Call Center 185

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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

Surveys

Steve DiGioia

SEPTEMBER 11, 2017

…if so, here’s 5 simple ways to fix it This original article was written by Steve DiGioia. I watched the customer’s eyes scan the area, first to the left then to the right side of the store. He hoped to make eye contact with the sales woman but alas, no luck. Apparently she had more important tasks to do than tending to the customer. What was so important that she had to give statue service ?

Sales 174

Sales Personalization Customer Service 174

Convoso

SEPTEMBER 11, 2017

In mid-2017 Ascent Mortgage Group came to Convoso searching for a new contact center platform with a high-performance automated dialer like none other. Before starting on the Convoso platform, Ascent Mortgage Group was “burning through leads” - a negative outcome that resulted from the various call center applications and providers they were using.

Contact Center 163

Contact Center Call Center 163

CX Global Media

SEPTEMBER 14, 2017

The rate of change in contact centers is accelerating. Fueled by the worldwide proliferation of mobile devices, more interactions are pointed to your contact center than ever before. To survive, you must learn about chatbot best practices in contact centers NOW. “You must learn about chatbot best practices in contact centers NOW.” Click to Tweet.

Best practices 149

Best practices Chatbots Contact Center Coaching 149

Contact Center Pipeline

SEPTEMBER 14, 2017

Sennheiser has been in the business of creating high-performance audio for more than 70 years, and is one of the world’s leading manufacturers of headphones, microphones, audioconferencing solutions, and wireless transmission systems. The company has created a line of premium headsets and audioconferencing systems that utilize technologies originally researched and developed for devices such as […].

Wireless 157

Wireless Technology Contact Center Call Center 157

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.

Customer Experience

Call Center Weekly

SEPTEMBER 14, 2017

By Sean Hawkins There's no getting around it ! Support teams dislike the QA team! This seems to be problem particularly when someone received a score that is lower than they expected. Depending on the number of agents, and the number of interactions reviewed each week or month, this can be quite difficult to manage. I am constantly reminding everyone how important the QA team is to the contact center's success.

Calibration 143

Calibration Government Contact Center Surveys 143

Fonolo

SEPTEMBER 13, 2017

Onholdwith.com is a community-driven platform that aims to end hold time for customers. The website tracks companies who are experiencing the most complaints on Twitter from people waiting on hold. It’s our way of recognizing which businesses need to improve their call center hold times, and could benefit from a call-back solution like Fonolo’s. But the most interesting part of onholdwith.com are the tweets themselves.

Contact Center 150

Contact Center Benchmark Wait times Call Center 150

ijgolding

SEPTEMBER 12, 2017

As we head into the middle of September, as many people are reaching towards the back of their wardrobes to find their winter jumpers as are looking for their shorts and t-shirts. Whether you are revelling in the thought that summer is coming, or despairing at the reality of short days and long nights, the month of September is an annual signal of impending change.

Customer Experience 142

Customer Experience Customer centricity Government Accountability 142

HGS

SEPTEMBER 12, 2017

4 Customer Service Lessons from the Equifax Cyberattack. Lara Kleinert VP of Business Development. On Sept. 7, 2017, Equifax reported that a cyberattack had allowed hackers to access sensitive information for 143 million Americans, including Social Security and driver’s license numbers, birth dates, and addresses. As a customer experience professional, you can’t always control website vulnerabilities; however, when security breaches happen, you’re responsible for handling customer concerns.

Customer Service 113

Customer Service outsourcing Contact Center Banking 113

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!

Feedback

Call Center Weekly

SEPTEMBER 11, 2017

By Beverly Mahone As a baby boomer I have held my share of customer service positions over the years. I am a firm believer that no matter what business you're in, you are going to give some level of customer service to someone. Bus drivers give it to passengers by the way they greet them, fast-food works give it by the way they interact with customers and take their orders.

Customer Service 143

Customer Service Call Center Coaching Enterprise 143

Fonolo

SEPTEMBER 12, 2017

Consumers today are more demanding than ever, especially when it comes to the call center experience. If you leave callers on hold, they will complain to your agents (leading to longer handle times) and they will vent on social media. Meanwhile, call centers are under pressure to live up to these expectations while keeping costs contained. If your company has long wait times, and if you don’t have the budget to staff up, you should consider adding a call-back solution.

Abandon rate 143

Abandon rate Call Center Contact Center Benchmark 143

Vonage

SEPTEMBER 15, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes. Here are the top CX tips we have learned along the way: 1. Engage the senior leadership early: Top down leadership is important in articulating a clear customer vision and aligning the whole organisation around it

Customer Experience 106

Customer Experience Morale Government Management 106

HGS

SEPTEMBER 12, 2017

As a CX professional, when security breaches happen, you’re responsible for customer concerns. Your company will be defined by its response. The post 4 Customer Service Lessons from the Equifax Cyberattack appeared first on Team HGS Blog.

Customer Service 113

Customer Service Contact Center 113

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

Call Center Weekly

SEPTEMBER 12, 2017

By Sheree D. Kenner Have you ever called customer service and the representative sounded bored out of their mind? Or perhaps, they were inexperienced and nervous, and all you heard was “um" or "uh” combined with a lot of dead air. If so, that was a support center that didn’t understand the importance of tone. Tone indicates confidence, professionalism, and communicates interest.

Technology 136

Technology Customer Service Management Customer Experience 136

aircall

SEPTEMBER 11, 2017

Corporate finance teams tend to view customer support as a cost saver at best and a cost center at worst. But if they look beyond those bottom-line concerns, they’ll also see a strong link to top-line growth. These customer support statistics tell that revenue-related story. Poor Customer Support Stalls Growth. Nothing scares away future revenue quite like a reputation for subpar customer service. 66% of B2B customers and 52% of B2C customers have stopped buying from a company following a bad se

Customer Support 115

Customer Support B2C Upselling B2B 115

Taylor Reach Group

SEPTEMBER 12, 2017

By: Turaj Seyrafiaan. A few years back, I meet with a potential client. During these meetings, I routinely asked about the current operation of the Contact Center, what changes they had initiated (along with the results) and what pain points they were currently facing. In this meeting, she walked me through all the recent efforts in installing new technologies (such as CTI) and procedural changes resulting in a “much more efficient call handling”.

Contact Center 94

Contact Center Average Handle Time First call resolution Service level 94

Customer Experience Matters

SEPTEMBER 11, 2017

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous five years. Here’s the executive summary: For the sixth year in a row, we looked at the correlation between NPS and loyalty for technology vendors.

Benchmark 89

Benchmark B2B Surveys Feedback 89

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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.

Self service

The Center for Client Retention

SEPTEMBER 14, 2017

This week, our CX Beat rounds up some interesting customer service articles all focusing on how different industries are experimenting with customer experience investment and how important that investment is in order to remain competitive in today’s challenging business landscape. From one company that is investing in the latest technology to test customer experience, to an industry that should be prioritizing customer experience and frankly isn’t, these articles provide a good look

Customer Experience 92

Customer Experience Technology Healthcare Customer Service 92

Call Center Weekly

SEPTEMBER 15, 2017

By: Cheri Arafiles In my experience, most patient experience initiatives are very specific to improving the Consumer Assessment of Healthcare Providers and Systems (CAHPS) scores of an organization. They are typically training programs or in-services that tell the frontline staff to smile, introduce themselves, this and that to create a better experience for patients and their families.

Healthcare 79

Healthcare Personalization Employee engagement Customer Experience 79

GetFeedback

SEPTEMBER 15, 2017

Customers want consistent, positive experiences from brands, no matter the time or place. Here are 4 ways to keep up with rising customer expectations.

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