CCNG

MARCH 6, 2024

This is the foundation for AI agents, conversational AI, AI-assisted IVR, and a lot of the customer-facing AI you hear about. Knowledge management, workforce management, and other technologies critical to today’s contact centers rely heavily on analytical AI. How much of a cost reduction would that mean for your contact center?

Contact Center 195

Contact Center Calibration Analytics Interactive Voice Response 195

Beyond Philosophy

FEBRUARY 15, 2024

For example, if the average call handling time is lengthening or there is an increase in online cart abandonment, customer behavior tells you something. They won’t need any training to manage these emotions. Suppose we’re trying to make a customer feel cared for or valued. Customer behavior can help here.

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

ShepHyken

JULY 14, 2021

Trippi is a world-class, award-winning hotel manager and Mitchell is a super-successful restauranteur. Both know the value of their customers hearing yes for an answer. You can take a cab, take an Uber or lift, or we’re happy to call a private service and arrange for your transportation.”. What is the Question ?

Transportation 420

Transportation Customer Service Management 420

The Northridge Group

APRIL 15, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. Contact us today.

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

CCNG

SEPTEMBER 27, 2023

Customer phone calls cost the company more money. The frustrated customer hangs up and may even try a different channel, but when there is no resolution or they get a wrong answer from the chat agent, they pick up the phone and try calling in again. This can add another 30 to 45 seconds to the call. All this costs more money.

Management 195

Management Average Handle Time Self service First call resolution 195

Beyond Philosophy

FEBRUARY 24, 2022

Then, when you are discussing the issue and you hear that senior management does not agree, you can defend your position. We talk about emotions and the influence of principles in the behavioral sciences with the senior management teams. Many times, the fact that senior management can’t answer them is the Aha!

Consulting 221

Consulting Consulting Customer emotions Construction 221

Beyond Philosophy

JANUARY 19, 2020

We do research called an Emotional Signature ® that examines the Customer Experience from a subconscious psychological perspective. Hearing different opinions strengthens your position, but Confirmation Bias does not allow for differing views. Did you hear how they knocked at the door to give me this stuff? The nerve!” .

Consulting 390

Consulting Consulting Customer Experience Management 390

CCNG

NOVEMBER 1, 2023

Unfortunately, though, Call Design has seen dozens of organizations that don’t understand why. Our insight into the intricacies of agent management and scheduling positions us to contribute significantly to strategic planning discussions. By effectively managing up, we can secure a seat at the strategic planning table.

CCNG 195

CCNG Analytics Employee engagement Contact Center 195

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. We discussed Dunbar’s number and limitations of managing groups of people on a recent podcast. Once you understand your limitations, you can discover the actual number of people you can effectively manage. Yep, you guessed right, not much.

Management 391

Management Accountability Consulting Consulting 391

Beyond Philosophy

AUGUST 20, 2020

The call-to-actions (CTAs) solicited personal information, like your email address, substance abuse history, bankruptcy history, or home address. This behavior is called Attentional Blindness. Many applications can be helpful for Professor Melumad’s findings to manage customer behavior.

Transportation 870

Transportation Surveys Consulting Consulting 870

Myra Golden Media

APRIL 28, 2021

Customers want the sense that call center agents are knowledgeable enough to offer the support they need without excessive hold times. Being outside of the office does not mean effective contact center management should be compromised. This will minimize distractions during calls with customers. Engage with video. Sign-up.

Customer Service 317

Customer Service Morale Contact Center Call Center 317

Beyond Philosophy

JULY 16, 2022

Also, we did an episode recently called, Inflation is Going to Kill My CX , and that addresses some of the ways to respond to inflation in your experience. Here are a few key moments in the discussion: 03:07 We hear the background on Jane’s pickle and what their company is trying to do. Follow Colin on LinkedIn and Twitter.

Consulting 394

Consulting Consulting Surveys Customer Experience 394

ShepHyken

JANUARY 2, 2023

I have added my comment about each article and would like to hear what you think too. RIS News) An e-commerce storefront’s main function is to increase conversions through a seamless online shopping experience while an order management system’s main function is processing and servicing orders placed on the storefront. by Matt Bertram.

Customer Service 161

Customer Service Customer Experience Sales Management 161

ShepHyken

JANUARY 25, 2021

I have added my comment about each article and would like to hear what you think too. “I My friend and innovation guru Josh Linkner has his version of the same principle, which he calls Rule 105. Hear what these Customer Experience leaders have to say by Ganesh Mukundan. Here are my top five picks from last week.

Customer Service 387

Customer Service Customer Experience Marketing Management 387

ShepHyken

OCTOBER 1, 2023

I have added my comment about each article and would like to hear what you think too. AHT, as in average handle time, is a metric used to measure the average length of time for a customer support call. Some companies look for low AHTs, hoping to manage more calls per hour or shift with a lower time.

Customer Service 159

Customer Service Average Handle Time Contact Center Metrics 159

Beyond Philosophy

MARCH 2, 2020

O2 Customer Service called me within 30 minutes of my negative response to ask why I was dissatisfied with my service. The day after the call with O2 and before the SIM cards arrived, my wife and I attended a concert at the O2 arena in London. The next day I called again…and ‘round the mulberry bush we go. So far, so good. .

Customer Service 470

Customer Service Consulting Consulting Wait times 470

Beyond Philosophy

AUGUST 3, 2023

I’ve managed many teams over the years. For example, when I was in corporate life, I set my sights on becoming what was at that point called a general manager. Going along with this long-term vision is the idea that the skills needed for general management were broader and more in demand than sales skills.

Sales 195

Sales Management Marketing Consulting 195

Beyond Philosophy

JUNE 17, 2020

We do research called an Emotional Signature ® that examines the CustomerExperience from a subconscious psychological perspective. Hearing different opinions strengthens your position, but Confirmation Bias does not allow for differing views. Did you hear how they knocked at the door to give me this stuff? The nerve!”.

Consulting 300

Consulting Consulting Customer Experience Management 300

ShepHyken

NOVEMBER 6, 2023

I have added my comment about each article and would like to hear what you think too. When a customer is upset and calls customer support, the problem happens long before the customer decides to contact the customer. Peter Drucker is known for saying, “You can’t manage what you don’t measure.” My Comment: Business is numbers.

Customer Service 163

Customer Service Self service Surveys Contact Center 163

BlueOcean

JANUARY 30, 2024

What math should go into the business case around call center outsourcing costs? (Or In this model, where you pay only for the contacts handled, the responsibility to manage efficiency and productivity lies with your outsourced partner. Manage time- shiftable tasks for maximum efficiency, eg. Let’s break it down to the basics.

outsourcing 118

outsourcing Contact Center Call Center Customer Care 118

ShepHyken

JANUARY 25, 2019

Especially when an angry customer is calling your office, it’s important to have a verbal safety net that will rescue you should the metaphorical tight rope become difficult to navigate. The four words—Fear, Hear, Mirror, and Steer—could even be printed and kept near your phone so you can rely on them quickly and smoothly.

Scripts 288

Scripts Education Best practices Personalization 288

ShepHyken

MARCH 18, 2024

I have added my comments about each article and would like to hear what you think too. While MarTech emerged, customer engagement reached a new level and made it easier for the management to shorten the distance between marketers and clients. The budget calls for many areas to improve, thanks to technology and AI.

Customer Service 196

Customer Service Government Customer centricity Customer Experience 196

Myra Golden Media

NOVEMBER 27, 2017

Years ago, when I managed a small call center, I realized that my team had to ask our customers seven questions. Through call monitoring, I could hear, that our customers were annoyed with our “many” questions before we even started helping them. Seven questions is a lot. Our customers liked them too.

Call Center 360

Call Center Customer Service Customer Experience Management 360

Myra Golden Media

DECEMBER 15, 2019

I called our mortgage broker, who had handled every detail up to this point. I got the Office Manager. I asked to speak to my Broker, and the Office Manager said, “He’s just going to tell you the same thing I’ve told you. That’s why they call customer service. In my example, I felt the office manager was indifferent.

Banking 207

Banking Accountability Management Customer Service 207

Myra Golden Media

SEPTEMBER 30, 2020

I’d love to hear your thoughts on something I’m working on. You are a contact center supervisor or manager who is looking to improve your customer experience in telephone, chat, and email interactions, but you’re having trouble with call control and escalations. Is this you?:

Contact Center 177

Contact Center Customer Support Customer Experience Management 177

The Northridge Group

APRIL 22, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. With automated note-taking, AI can help complete after-call work.

Technology 76

Technology Coaching outsourcing Customer centricity 76

Myra Golden Media

DECEMBER 17, 2018

You know the feeling – you probably get nervous, or you have to transfer a call to your supervisor because the customer won’t accept your word as final. That’s why they call customer service. In my example, I felt the office manager was indifferent. It’s time to figure out how to fix that!

Customer Service 256

Customer Service Personalization Management Call Center 256

SmartAction

APRIL 11, 2024

When designing your call flow, there are some essential things to keep in mind to provide an optimized experience. If you can tie a call back to a number, you can personalize the interaction from the get-go. AI can also detect what they are calling about by the options the caller chooses, adding another level of personalization.

Virtual Agent 67

Virtual Agent Interactive Voice Response Call flow Contact Center 67

aircall

NOVEMBER 15, 2022

I can say with confidence that I made the right call by joining Aircall after this Hackathon. Our managers, being the supportive leaders that they are, helped us form teams and brainstorm ideas. Many people experience hearing loss in different severities, meaning that their personal experience is suboptimal during a phone call (e.g.,

Engineering 124

Engineering Surveys Personalization Management 124

Toister Performance Solutions

OCTOBER 12, 2023

Imagine two customers call a contact center at the same time. The two reps taking their respective calls follow the same routine: Listen to the customer Apologize for the issue Solve the problem The only difference is how each rep communicates. The first study analyzed 200 customer service calls placed to an online apparel retailer.

Accountability 108

Accountability Contact Center Customer Service Management 108

Steve DiGioia

AUGUST 8, 2022

But hear me out… Chris can’t seem to get along with Susan. I say it’s the manager’s fault. Everything that goes wrong in a company or department is because of management. You Can’t Have Bad Employees and Still Call Yourself a Good Manager. You’re managing through fear – and laziness.

Management 147

Management Morale Customer Service 147

Fonolo

JUNE 13, 2023

Their patience is never shorter than when dealing with your call center. That’s why call-backs have become a contact center essential. If you leave callers on hold, your agents will hear the complaints and your social media timeline will show angry tweets. What can a call center manager do?

Contact Center 104

Contact Center Abandon rate Call Center Wait times 104

Totango

APRIL 9, 2024

While their insights offered various innovative approaches, their provocative opinions regarding revenue management, up-skilling account management (AM) and customer success managers (CSM), and adopting cross-functional OKRs illustrate the tremendous opportunity to catapult the expectations of CS and sales partnerships to an entirely new level.

Sales 106

Sales Outbound sales Revenue potential Accountability 106

TechSee

JUNE 29, 2023

Practical service automation requires a management layer that oversees and optimizes the LLM and integrates with the broader ecosystem of backend platforms and customer interfaces. While today this task can be performed manually, soon, this will fall to a Customer Service AI management layer that will constantly monitor and update the LLM.

Chatbots 202

Chatbots Customer Service Wait times APIs 202

Fonolo

JULY 20, 2021

You’re probably familiar with IVR, or Interactive Voice Response, is a menu system that connects customers to the information they need in your call center. Luckily, there are many ways to optimize your call center IVR so you can offer both your agents and customers a better experience. Adopt call-back technology.

Interactive Voice Response 142

Interactive Voice Response Call Center Abandon rate call center software 142

TechSee

APRIL 28, 2023

Every phone call was the same. Repeatedly, we would reach the end of the list of questions and I would hear a long silent pause, and then “It should be working ma’am.” Cochlear: Cochlear is the world’s largest manufacturer of implantable hearing solutions. They are committed to the mission of helping people hear and be heard.

Healthcare 109

Healthcare Technical Support Technology Customer Experience 109

SmartAction

NOVEMBER 8, 2023

When designing your call flow, there are some essential things to keep in mind to provide an optimized experience. If you can tie a call back to a number, you can personalize the interaction from the get-go. AI can also detect what they are calling about by the options the caller chooses, adding another level of personalization.

Virtual Agent 86

Virtual Agent Interactive Voice Response Call flow Contact Center 86