Trending Articles

Are You Listening to Your Customers – Or Driving them Crazy?

Beyond Philosophy

Not too long ago, I had a minor outpatient procedure at a hospital. When I checked my email the next morning, there was a survey from the hospital. What did you think of your anesthesiologist?”. My first thought was that I didn’t die during the procedure, so he must have done a fine job.

Why Are Contact Centers Cancelling Supervisor Training?

Call Center Coach

We all know that frontline supervisors are not successful because they were your best agents. They need to be developed. And forward-thinking organization know this.

Why Digital Channel Frustration Leads to Frustrated Calls Into the Call Center

Callminer

In our recent survey and report, The CallMiner Index which identifies in the UK and US the sectors that have the highest churn rates and reveals the reasons why consumers switch suppliers. One of the key observations from the reports are about consumers’ channel preferences.

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The 2 Most Important Things Small Businesses Need to Focus On with the Customer Experience

Myra Golden Media

Two months ago I switched my company’s wireless carrier from AT&T, a relationship we’d had for nineteen problem-free years, to a low-cost competitor. We made the switch for one reason: To cut costs. Seventy-two hours into the new vendor’s relationship, I knew we had a problem.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

What Causes Friction

ShepHyken

In the past few months leading up to my new book, The Convenience Revolution , I’ve focused on ways to be more convenient for your customers. I’ve shared six Convenience Principles and numerous examples and case studies. The goal is to eliminate friction.

8 Key Stats to Prove Customer Experience Delivers ROI

Beyond Philosophy

James Carville, political commentator and media personality coined the phrase, “The economy, Stupid,” for Bill Clinton’s 1992 presidential campaign. Carville was talking to the team at the time to help them focus on the key messages for Clinton’s campaign.

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Could Your New Seasonal Employee Be a Robot?

Contact Center Pipeline

As a society, we’ve been fascinated with robots since the mid-1950s. My favorite was Rosie from The Jetsons—I’d love a robot maid!

2 Things I Learned About Personal Connection From 3 Nurse Technicians

Myra Golden Media

When Eli, a twenty-something lively man from New York with toasted-almond skin and tinted glasses entered my dad’s hospital room, he changed the atmosphere.

Guest Blog: How Texting Has Become An Essential Customer Service Tool

ShepHyken

This week we feature an article by Brian Elrod who discusses how texting has become an important customer service tool for any type of business. – Shep Hyken. Numbers show that customers enjoy text message communication. Here’s how some businesses are winning by texting.

Are You Making Intuitive Or Rational Decisions?

Beyond Philosophy

There are two key ways people make decisions: intuitvely or rationally. We discuss why this is important to designing your customer experience and how this can have a key effect on customer loyalty.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

How to Handle Live Chat Customer Service During the Holiday Rush

GetFeedback

Ah, the holidays. It’s the time for sugar canes, delicious eggnog, and jolly parties with loved ones, right? Well, not exactly. For us customer service folks it’s the time of the year that we call: the not-so-jolly holiday rush.

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Inside View: Nate Brown, UL EHS Sustainability

Contact Center Pipeline

Some people know from a young age exactly what they want to do. They pursue a vocation with dedication and never waver from their target. For others, it is often a matter of chance.

Emphasize Emotion In Your Holiday Customer Service

Ian Jacobs

This blog post is part of Forrester’s Holiday 2018 retail series. As the holidays approach and the post-holiday return rush quickly follows, a few things will occur simultaneously: hundreds of millions of customers will make purchases, total holiday retail sales will push the $720 billion mark, and millions more will send odd, ill-fitting, or unwanted gifts […]. customer emotion customer experience Holiday 2018 Customer Experience (CX) customer service emotion

5 Top Customer Service Articles for the Week of December 10, 2018

ShepHyken

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.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Resolving the Riddle of Retention

Taylor Reach Group

By: Colin Taylor. The downside of a strong economy is low unemployment and job shortages. A strong economy doesn’t directly cause contact center attrition, but it does provide employees and agents options that may not exist in a weaker economy.

3 Key Pillars of a Successful NPS Program with Salesforce

GetFeedback

It’s no secret it costs five times more to attract a new customer than to keep an existing one. This is because returning customers buy more over time so operating costs shrink; whereas finding new customers is laborious and expensive. That said, why are only 18% of companies focusing on retention ?

Please Don’t Shoot the Messenger!

Contact Center Pipeline

The origin of the phrase “don’t shoot the messenger” comes from ancient times when the only option for communication during wars between kingdoms was the use of human envoys. When one side or the other sought to initiate a negotiation it sent a “messenger.”

How An After-Hours Answering Service Can Improve Your Life

Ambs Call Center

Don is the proud owner of a small business. He puts his heart and soul into managing his business and making his customers happy.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Amazing Business Radio: Nick Mehta

ShepHyken

Proactive Customer Service. How to Ensure You Are Delivering Success For Your Customers. Shep Hyken sits down with Nick Mehta, CEO of Gainsight.

SaaS 100

Marketing’s Role in the Customer Experience Journey

ClearAction

Marketing’s Role in the Customer Experience Journey Lynn Hunsaker. Is your Marketing department aligned with customer experience? The necessity and logic of doing this was highlighted in a recent presentation by Hootsuite’s Vice President of Customer, Kirsty Traill.

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What to Look for When Hiring a Call Center Business

Ansafone

As more businesses discover the benefits of business process outsourcing to strengthen their customer engagement strategies, it is increasingly important to select the right provider to help you become more competitive in the marketplace.

Contact Center Pipeline Magazine: Inside Our December 2018 Issue

Contact Center Pipeline

Best wishes to you and your loved ones for the happiest of holidays! It’s an exciting time of year—and an exciting time to be a part of the contact center industry!

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

Gamify Onboarding to Win the Battle Over New Hire Retention

Noble Systems

Starting a new position in a contact center can be both exhilarating and overwhelming. New employees want to get up to speed quickly on the company’s products, processes and people.

Amazing Business Radio: Ty Collins

ShepHyken

Transparency In Business. Delivering an Experience That Makes Price Irrelevant. Shep Hyken sits down with Ty Collins. They discussed how to raise your prices without losing customers, why you should be transparent, and how to give customers the best experience possible.

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The Proper Way to Ask for Customer Feedback

Kayako

When collected and implemented properly, customer feedback can help improve your product and the services that support it.

Waterfield Technologies Announces the Acquisition of Digital DataVoice

Waterfield Technologies

Together Delivering Innovative Contact Center Solutions Tulsa, Oklahoma – December 4, 2018 –Waterfield Technologies (WTI), an industry leading technology organization focused on the delivery of customer experience applications in and […].

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Decrease Customer Churn Rates for Good

GetFeedback

It’s not rocket science: the lower your customer churn rate, the higher your profit. But do you know how much customer retention is really worth? According to Harvard Business School, even just a 5% increase in customer retention can lead to a 25-95% increase in profits. And a study by Temkin Group concluded that loyal customers are 5x as likely to repurchase, 5x as likely to forgive, 4x as likely to refer, and 7x as likely to try a new offering.

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CEO’s Message – 2018 Fourth Quarter Update

Avoxi

A Special Hello to Our Loyal Customers Thanks once again for your continued business and your encouragement to do more and go further. Much has been happening at AVOXI this last quarter of the year. We continued to add countries, and to add cities, to our long list of Global Virtual Numbers – allowing you… The post CEO’s Message – 2018 Fourth Quarter Update appeared first on AVOXI. CEO Messages Other

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Immediately Resolving Issues in a Complex Contact Center Environment

ConvergeOne

An automobile finance company has a Cisco contact center environment that services millions of customers.

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Why Hourly Workers Are Boosted By Instant Pay

Branch Mesenger

The American job market is white hot. If you’re looking for a job, you’ve got a pretty decent job of landing it. If you’re looking to hop from your job to a better one, it’s never been a better time to do so. Bottom line: It’s an employees market.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.