Contact Center Pipeline
AUGUST 23, 2017
Our final installment of the differentiator series is perhaps the most important for customer service leadership. Our topic is selling and promoting the contact center. This activity starts at the highest levels, and the objective is to help all key decision-makers understand how valuable a contact center is to a successful enterprise. Getting to this […].
ShepHyken
AUGUST 25, 2017
This week we feature an article by Reuben Yonatan who writes about how using chatbots for customer service properly can be a powerful customer service tool. Chatbots can be great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. – Shep Hyken. Many small businesses are looking for ways to streamline communication.
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Beyond Philosophy
AUGUST 21, 2017
By nature, I’m an organized person. I like things clear and orderly, laid out in black and white. So, some years ago, as a new senior manager, I asked my boss to explain what my responsibilities would be after a company reorganization. I wanted to know, with absolute certainty. But my boss just looked at me and said, “Colin, in a senior position you need to deal with ambiguity.”.
Myra Golden Media
AUGUST 25, 2017
My website was down for 37 hours this week. Not only was the website down, but we couldn’t send or receive emails. The outage happened because something went wrong in a scheduled site upgrade on Sunday night. My hosting company was to perform a simple process that I thought would take a few minutes. I reached out to my hosting company more than a dozen times during the 2-day outage, desperately trying to get the issue resolved and to check the status of the problem.
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Contact Center Pipeline
AUGUST 22, 2017
Most contact centers know they need a more analytical approach to understanding the customer experience. In our 2017 Workforce Optimization Survey, a high percentage of centers indicated that analytics falls within the “Have but do not use effectively” category. We also see many centers evaluating analytics offerings while others place them on their wish lists. […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
AUGUST 23, 2017
Many organizations measure their Customer Experience (CX) in the wrong way. Chances are, you are too. So, what is it? How are you inadvertently thwarting your efforts to improve your CX? It is how you measure it and it’s one of the fundamental failures of many CX programs. Measuring is a critical part of any effort to quantify progress (or failures) when you have a goal of improving your CX.
Callminer
AUGUST 21, 2017
Finding ways to streamline contact center processes is the best way to effectively increase efficiency and make better use of resources.
Call Center Weekly
AUGUST 21, 2017
By Jennifer Boston At the start of my contact center training career, I was propelled into an uncomfortable situation whose lessons haven proven invaluable in how I approach training new skills to a tenured staff. A long-term client unexpectedly shifted their customer service operations in-house, in response to the recession. After nearly a decade of being the key factor to a successful partnership, over 100 veteran employees were suddenly unsure of what came next.
ShepHyken
AUGUST 22, 2017
Nicky Billou on How to Think and Win Like a Champion. How would you like to know how to build your own personal brand to become a thought leader in your industry? Shep Hyken interviews Nicky Billou, internationally best-selling author of Finish Line Thinking: How to Think and Win Like a Champion. First Up: Shep Hyken’s opening comments focus on how thought leadership applies to everyone.
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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
Contact Center Pipeline
AUGUST 24, 2017
The impact that millennials are having on work environments across sectors continues to be a leading topic for contact center leaders. In our five-part series on hot topics that are impacting contact centers, we have asked industry leaders for their thoughts on employee engagement, IoT-enabled service strategies and AI in the center. In this fourth […].
Fonolo
AUGUST 22, 2017
Call centers get a bad rap for being stress inducing, soul sucking, and just plain dreadful places to work. That may be true for some, but if you’re a savvy call center leader, making the most of your work, and walking away from each day unscathed, is completely possible. Not all of us know the secret to keeping a positive and productive outlook at work, but thankfully we have the Internet for that.
Eptica
AUGUST 23, 2017
Date: Wednesday, August 23, 2017 Instant messaging and customer experience in Asia. Published on: August 23, 2017. Author: Vincent Giraud As I’ve discussed in previous blogs , consumers in Asia are leading the way when it comes to technology adoption, helping to drive rising expectations of the experience they receive from brands. They want to be able to make contact at any time, day or night, through their smartphone and receive a fast, comprehensive and consistent response. 42% of the po
Customers That Stick
AUGUST 21, 2017
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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.
LiveChat
AUGUST 25, 2017
As you probably know, I’m nuts about customer service and great customer experience. Every time I’m on my holidays, I collect every single #custserv experience and try to learn from it. Same thing happened this year. In this post, I’d like to show you two examples of a service I experienced during my holidays. I booked a really nice apartment whose owner was extremely rude, and a quite gross camp truck, whose owners delivered the best customer service ever!
Nexmo
AUGUST 23, 2017
Whether you’re a growth hacker with coding skills or a developer with growth hacking ambitions, you’re ignoring a whole world of digital marketing possibilities if you’re not using phone numbers as a channel. And it’s not because it’s too hard, too expensive or ineffective. It’s probably because you’ve assumed they aren’t hackable. But it turns out […].
Influitive
AUGUST 22, 2017
Still relying on email campaigns to engage and communicate with your customers and prospects? These innovative B2B marketers are doing things differently. They aren’t wasting time crafting clever messaging or chasing the latest marketing fads. They’re driving retention and acquisition by harnessing the power of their customer advocates. By building engaging advocacy programs, these marketers.
Fonolo
AUGUST 24, 2017
We’ve been chatting a lot about customer satisfaction (CSat) recently, but for very good reason; measuring the degree to which your product / service meets customer expectations is critical to the success of your brand, regardless of the vertical or size. In our most recent whitepaper, we provide a playbook for contact centers to use as a guide to improving customer satisfaction.
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!
GetFeedback
AUGUST 23, 2017
The support experience is made up of small interactions that leave big impressions. Here are 4 customer support touchpoints that might need your attention.
ijgolding
AUGUST 20, 2017
Looking back through my articles over the last few months, a great number have made the connection between strong, customer centric leadership and the ability to drive an effective and sustainable approach to Customer Experience. It is no secret that I am a huge admirer of Jeff Bezos, the founder of Amazon – in May I wrote an article explaining why.
aircall
AUGUST 24, 2017
Prologue. It was the best of times, it was the worst of times, and it was 2:24 PM when the two customer support calls were placed. They made their way through office phone systems, through two headsets and fell on two sets of ears. Two agents picked up, gave their names, and listened to two voices on two other ends exclaim, “I’ve ordered something from your website, but it never came.”.
Branch Mesenger
AUGUST 22, 2017
When it comes to the modern workplace, millennials face an uphill battle that is rife with negativity, misconceptions, and false narratives. They’re entitled and lazy. They lack loyalty. The speed of social has made them seek instant gratification. They constantly flip-flop jobs. If you peel back the layers of the millennial, it’s not just foosball tables and avocado toast.
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.
CustomerGauge
AUGUST 21, 2017
Providing a consistent customer experience (CX) is hard work. Getting everyone in your organization to run the same race is harder. Part of the struggle is simply getting information in front of the right people and stakeholders so they can stay engaged, be empowered, drive action and ensure success. In a lot of ways, good […]. The post Make Your NPS® Program “Team-Oriented” appeared first on CustomerGauge.
Aspect
AUGUST 21, 2017
Today’s tech-savvy, digital-minded consumers are not completely abandoning the phone in favor of other digital channels such as SMS, web chat, email and social. Even though consumers use more non-voice channels to connect with businesses than ever before, picking up the phone to negotiate a business deal or resolve an issue isn’t going away anytime soon.
Andrew Mcfarland
AUGUST 22, 2017
In my experience, most CX professionals are thrust into dysfunctional environments and asked to perform miracles. In the spirit of “back to school” here is the “course content” to achieve the impossible. Course Description: A comprehensive overview of the.
Mindtouch
AUGUST 20, 2017
The customer relationship has evolved, and so have its key performance indicators (KPIs). Things that used to be considered cost drivers, such as customer service and support, are now viewed as a potential revenue generators. Done right, that is. That’s because the new customer relationship calls for more intense focus on the ways we help make our customers successful throughout the entire customer journey.
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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.
Customer Experience Matters
AUGUST 20, 2017
I’m sorry about this somewhat political post (you can stop reading it now if you like), but I feel as though we all have a responsibility to speak up. I’ve become saddened by the apparent rise of hate across the U.S. Instead of embracing the strength of our diversity, our country seems to be giving rise to hateful rhetoric and policies that target minority groups.
Aspect
AUGUST 23, 2017
Despite outbound calling jokes , there is no denying that it’s an important business strategy. Outbound campaigns are used for collections and proactive customer contact, automated messaging and scheduled recalls. These outbound calls can provide improved customer contact through automated dialing based on business rules and maximized agent productivity through call progress detection.
Toister Performance Solutions
AUGUST 22, 2017
A question posted on the Inside Customer Service LinkedIn group recently caught my attention. Celeste Peterson, a Customer Advocacy Supervisor at Palo Alto Software, asked: What do you think are the most important metrics to track for a small customer service team? There were a few nice responses. Celeste's question intrigued me personally because I've heard it a lot recently and even wrote this blog post about it.
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