INDUSTRY INSIGHTS YOUR PEERS ARE READING
Once you decide to step into the online market, you will realise there are plenty of options available as far as e-commerce platforms and software are concerned. MORE
As most of you (hopefully know), my latest book, The Convenience Revolution , is all about making the customer experience as frictionless as possible. MORE
There is a commodity that you can’t see or touch, but it is very valuable. Everyone gets the same amount of it each day and can spend it as they choose. What is it? MORE
One of the goals for my customer service training in Cerritos, California yesterday was to help employees follow-up with colleagues, to close the loop so that everybody was up to date on what’s being done to fix issues for customers. I designed a short lecture and a small group discussion to address this. And then, three hours before my flight, I scratched the entire section. MORE
This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. As we all know, nowadays, consumer behavior is prejudiced by various aspects. MORE
I just bought a new Mont Blanc pen. I like writing with it. I have a couple more, too; one is a pencil, and the other is a rollerball-type. However, the reality is, I sometimes look at my fancy pen and think, “It’s writing; I could write this stuff with a Bic or a regular pencil.”. MORE
Customer Experience is top of mind with contact center professionals, as the industry dives deeper into digital transformation. It’s a great time for organizations to consider the conversations they are having with their customers. Who’s engaging with them? Are the conversations productive? MORE
As I usually do, here’s a quick first take post about a pretty important conference from some pretty important players. Day 1 of these events is usually a firehose of updates, and a lot of frantic note-taking, photo-taking, tweeting and running around. MORE
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Well, this has been a crazy month. In case you missed it, Temkin Group was acquired by Qualtrics. We weren’t able to discuss it too much, because Qualtrics was in a pre-IPO quiet period. And then SAP acquired Qualtrics. Can you say Pac-Man?!?! A month ago, I would have provided my independent analysis of these acquisitions. I can’t do that anymore, I’m now biased. But here’s my read of the general environment that led to these moves. MORE
Creating a customer survey is hard work. Not only do you have to ensure your questions can deliver truly valuable insights, but you also have to consider design, distribution, and usability issues. MORE
Holiday spending and the quickly evolving ways people buy and sell things was on my mind on a recent trip that took me through Shanghai. In China, there are two prominent apps used by companies and consumers. MORE
Call Center Contact Center Customer Service Videos Workforce Management Brad Cleveland skills-based routing workforce management MORE
The world of talent development and adult learning has changed dramatically over the past few years. And leading contact centers are modernizing their learning to keep pace. They realize they must modernize or risk losing their next generation of frontline leaders to other opportunities. MORE
The ways in which we communicate with businesses have undergone many changes in the last few decades. Customer service has evolved from the early days of call centers , when the phone was the single communication channel. Customer Service MORE
What are the best statistics to help you prove ROI for your customer experience program? These are the best statistics that will help you create ROI. Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Key stats to prove your ROI – It’s About The ROI Stupid! appeared first on. Podcast MORE
It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change for a long time is the need to reduce customer effort. MORE
Back to Human. How Great Leaders Create Connection In The Age of Isolation. Shep Hyken sits down with Dan Schawbel to discuss how to use technology as a bridge to a strong customer and employee connection. MORE
There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster, more consistent around-the-clock service and deliver higher customer satisfaction. MORE
At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success. MORE
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. 7-Eleven is testing new ‘scan-and-go’ technology by Ilyse Liffreing. MORE
By Tony Medrano and Scott Moberly. At Customer Contact Week in Austin last month, we noticed how the discussions surrounding chat training and onboarding stood out far more than in previous conferences. Good reasons exist for this. . MORE
For years, I have been asked about the death of voicemail. It started at the end of 2014 with Coca-Cola’s announcement that it was disconnecting voicemail , which was followed by similar announcements from companies like JPMorgan Chase. What ended up happening in most cases? MORE
It’s an exciting time to be in IT these days! Digital transformation is gaining in popularity, one element being the move of IT infrastructure to the cloud. MORE
How to use vanity phone numbers for successful advertising. Radio and television channels were once considered a staple of every business that wanted to get the word out about who they were and what they did. MORE
The term ‘call center operations’ comprises of many phases. But essentially term refers the daily activities. Else, processes that go into ensuring a call center is efficient. A contact center is an office used to the purpose of getting transmitting a large volume of requests. MORE
Customers abandon the abandon percentage rate of tasks. Usually, there are two significant industries where abandon rate is a commonly used strategy. First is in the contact center and second is online retailing. Inbound call center, the percentage of incoming phones calls made to call or service. MORE
Don’t settle when it comes to talent during busy season. There’s a lot to look forward to during the holiday season, and I’m not just talking about “All I Want for Christmas Is You” returning to the radio waves. MORE
It was great to attend the UK National Contact Centre Conference run by the CCMA at the British Library in London last week, and to present alongside speakers from leading brands such as Air France, Booking.com, Lego and Severn Trent Water. Blogs MORE
This article was originally published on the ICMI Blog on August 28, 2018. Click here to read the original post. Having worked in customer service for a couple SAAS (Software as a Service) startups throughout my career, I’d like to enlighten you on an important concept. MORE
Call Center Coach
NOVEMBER 13, 2018
The world of talent development and adult learning has changed dramatically over the past few years. And leading contact centers are modernizing their learning to keep pace. They realize they must modernize or risk losing their next generation of frontline leaders to other opportunities.
Beyond Philosophy
NOVEMBER 15, 2018
I just bought a new Mont Blanc pen. I like writing with it. I have a couple more, too; one is a pencil, and the other is a rollerball-type. However, the reality is, I sometimes look at my fancy pen and think, “It’s writing; I could write this stuff with a Bic or a regular pencil.”.
Callminer
NOVEMBER 13, 2018
At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success.
Contact Center Pipeline
NOVEMBER 13, 2018
Customer Experience is top of mind with contact center professionals, as the industry dives deeper into digital transformation. It’s a great time for organizations to consider the conversations they are having with their customers. Who’s engaging with them? Are the conversations productive?
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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.
Myra Golden Media
NOVEMBER 15, 2018
One of the goals for my customer service training in Cerritos, California yesterday was to help employees follow-up with colleagues, to close the loop so that everybody was up to date on what’s being done to fix issues for customers. I designed a short lecture and a small group discussion to address this. And then, three hours before my flight, I scratched the entire section.
ShepHyken
NOVEMBER 14, 2018
As most of you (hopefully know), my latest book, The Convenience Revolution , is all about making the customer experience as frictionless as possible.
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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360Connext
NOVEMBER 16, 2018
It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change for a long time is the need to reduce customer effort.
Contact Center Pipeline
NOVEMBER 15, 2018
Holiday spending and the quickly evolving ways people buy and sell things was on my mind on a recent trip that took me through Shanghai. In China, there are two prominent apps used by companies and consumers.
GetFeedback
NOVEMBER 12, 2018
Creating a customer survey is hard work. Not only do you have to ensure your questions can deliver truly valuable insights, but you also have to consider design, distribution, and usability issues.
ShepHyken
NOVEMBER 13, 2018
Back to Human. How Great Leaders Create Connection In The Age of Isolation. Shep Hyken sits down with Dan Schawbel to discuss how to use technology as a bridge to a strong customer and employee connection.
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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.
ConvergeOne
NOVEMBER 13, 2018
For years, I have been asked about the death of voicemail. It started at the end of 2014 with Coca-Cola’s announcement that it was disconnecting voicemail , which was followed by similar announcements from companies like JPMorgan Chase. What ended up happening in most cases?
RapportBoost
NOVEMBER 15, 2018
By Tony Medrano and Scott Moberly. At Customer Contact Week in Austin last month, we noticed how the discussions surrounding chat training and onboarding stood out far more than in previous conferences. Good reasons exist for this. .
Contact Center Pipeline
NOVEMBER 14, 2018
There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster, more consistent around-the-clock service and deliver higher customer satisfaction.
Customer Service Life
NOVEMBER 13, 2018
This article was originally published on the ICMI Blog on August 28, 2018. Click here to read the original post. Having worked in customer service for a couple SAAS (Software as a Service) startups throughout my career, I’d like to enlighten you on an important concept.
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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.
ShepHyken
NOVEMBER 16, 2018
This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. As we all know, nowadays, consumer behavior is prejudiced by various aspects.
inContact
NOVEMBER 13, 2018
There is a commodity that you can’t see or touch, but it is very valuable. Everyone gets the same amount of it each day and can spend it as they choose. What is it?
Aria Solutions
NOVEMBER 13, 2018
It’s an exciting time to be in IT these days! Digital transformation is gaining in popularity, one element being the move of IT infrastructure to the cloud.
Customer Experience Matters
NOVEMBER 16, 2018
Well, this has been a crazy month. In case you missed it, Temkin Group was acquired by Qualtrics. We weren’t able to discuss it too much, because Qualtrics was in a pre-IPO quiet period. And then SAP acquired Qualtrics. Can you say Pac-Man?!?! A month ago, I would have provided my independent analysis of these acquisitions. I can’t do that anymore, I’m now biased. But here’s my read of the general environment that led to these moves.
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Transform your contact center to build relationships with your customers that will last a lifetime.
Jon Arnold
NOVEMBER 15, 2018
Here’s my first shout-out for this webinar, happening on Tuesday, Dec. It’s based on a white paper I just completed for 8x8 , focused on educating SMBs about how the cloud can take them much further than just replacing premise-based telephony.
ShepHyken
NOVEMBER 12, 2018
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. 7-Eleven is testing new ‘scan-and-go’ technology by Ilyse Liffreing.
CallSource Insights
NOVEMBER 16, 2018
How to use vanity phone numbers for successful advertising. Radio and television channels were once considered a staple of every business that wanted to get the word out about who they were and what they did.
OctopusTech
NOVEMBER 12, 2018
Once you decide to step into the online market, you will realise there are plenty of options available as far as e-commerce platforms and software are concerned.
Advertisement
What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
Unymira
NOVEMBER 12, 2018
The ways in which we communicate with businesses have undergone many changes in the last few decades. Customer service has evolved from the early days of call centers , when the phone was the single communication channel. Customer Service
Jon Arnold
NOVEMBER 14, 2018
As I usually do, here’s a quick first take post about a pretty important conference from some pretty important players. Day 1 of these events is usually a firehose of updates, and a lot of frantic note-taking, photo-taking, tweeting and running around.
Dialer 360
NOVEMBER 16, 2018
The term ‘call center operations’ comprises of many phases. But essentially term refers the daily activities. Else, processes that go into ensuring a call center is efficient. A contact center is an office used to the purpose of getting transmitting a large volume of requests.
Brad Cleveland
NOVEMBER 15, 2018
Call Center Contact Center Customer Service Videos Workforce Management Brad Cleveland skills-based routing workforce management
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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.
Liveops
NOVEMBER 16, 2018
Don’t settle when it comes to talent during busy season. There’s a lot to look forward to during the holiday season, and I’m not just talking about “All I Want for Christmas Is You” returning to the radio waves.
DigitalGenius Blog
NOVEMBER 16, 2018
Sabio
NOVEMBER 16, 2018
It was great to attend the UK National Contact Centre Conference run by the CCMA at the British Library in London last week, and to present alongside speakers from leading brands such as Air France, Booking.com, Lego and Severn Trent Water. Blogs
Dialer 360
NOVEMBER 16, 2018
Customers abandon the abandon percentage rate of tasks. Usually, there are two significant industries where abandon rate is a commonly used strategy. First is in the contact center and second is online retailing. Inbound call center, the percentage of incoming phones calls made to call or service.
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