Beyond Philosophy

OCTOBER 19, 2018

To improve your customer experience it is vital you address these seven key strategic questions. Colin reveals these questions at a keynote conference speech in Bahrain. Do you know the answers to these questions? Colin also interviews Rami Sweis, CEO of GolfCX on how customer experience is becoming a key area in the Middle East region. Finally, Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience for free!

Customer Experience 150

Customer Experience 150

Myra Golden Media

OCTOBER 19, 2018

It’s rare that I don’t write to you about customer service issues. But I want to talk about balance, not just because it’s so important to me, but because I know achieving peace and balance will help you be a better manager, leader, or customer service professional.

Travel 141

Travel Customer Service Personalization Management 141

Call Center Coach

OCTOBER 15, 2018

Most all contact center executives know they need to respond aggressively to the fact that we are in a state of massive transformation and disruption in the marketplace. The contact center has been targeted as a pivotal organizational component in this age of disruption that we live in.

Morale 263

Morale Engineering Metrics Education 263

Myra Golden Media

OCTOBER 15, 2018

I made a support call to a company yesterday because I was stuck in a loop on an application. I’m glad I called because the representative gave me such a great experience that I found myself smiling and thinking, “She’s good. Really good.”

Accountability 184

Accountability Surveys Customer Experience 184

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Most tech companies start with a barebone customer success ‘program’ that is reactive. As revenue grows and the go-to-market strategy is identified, founders quickly realize they need a proactive program that goes beyond basic customer services. By now the team may have a CRM program to manage customers and a basic set of steps they put the customer through. This simply isn’t enough to grow your customer relationships to their full potential value. You need a customer success program to grow quickly and to serve many through scale. This is where the right people, processes and technology come into play. Join Emilia D’Anzica, a customer success and engagement strategist, as she walks you through customer success essentials to consider as you grow your company and customer success team. During this webinar, you will learn core pillars of customer success by: Putting yourself in your customer’s shoes. Shifting your strategy to a Growth mindset. Building a scalable customer success framework. You'll walk away with actionable steps for you and your team to leverage immediately. When: November 14th at 11AM PT (2PM ET, 7PM GMT)

CRM

inContact

OCTOBER 16, 2018

Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way.

Call Center 134

Call Center Customer Service Surveys Feedback 134

Contact Center Pipeline

OCTOBER 17, 2018

Fair warning: Reading this article could be painful for you. Not dentist-root-canal painful, more like exercising-again-after-taking-a-longer-break-than-you-should-have painful.

Contact Center 130

Contact Center Call Center Management 130

ChaseData

OCTOBER 18, 2018

When you choose a specialized agency to provide call center services to your organization, you have several choices. Aside from which agency to go with, you often have the options of inbound call services, outbound services, and those that combine each of these into a single facility.

Contact Center 110

Contact Center Call Center Management 110

Satrix Solutions

OCTOBER 17, 2018

Budget season and annual planning is here again. That means you are likely evaluating the progress you’ve made over the past year and whether you’ve realized expected outcomes. Now is also the time when many company leaders assess their Net Promoter Score program.

Surveys 104

Surveys Feedback Customer Experience Personalization 104

Contact Center Pipeline

OCTOBER 16, 2018

Knowledge Management (KM) may be the single most impactful technology to help centers address key goals: Reduce workload through greater self-service and shorter handle times Improve First-Contact Resolution (FCR) rate, and with it, the customer experience Enable agents to handle increasingly diverse and complex contacts without extensive training and specialization Contact center leadership understands the […].

Management 130

Management Self service Customer Experience Technology 130

Ansafone

OCTOBER 18, 2018

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

Call Center 99

Call Center Business Process Outsourcing outsourcing Contact Center 99

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Cloud contact

VHT

OCTOBER 16, 2018

Call back software was invented in the 1990s to “hold callers’ place in line,” giving them the choice of either being called back as soon as a customer service agent is free or scheduling the return call at whatever time is most convenient for the caller.

Abandon rate 104

Abandon rate SaaS Construction Contact Center 104

ShepHyken

OCTOBER 16, 2018

From Like to Love. Inspiring emotional commitment from employees and customers. Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love. They discuss how to create a loving employee culture, the five basic needs of employees, and what millennials want in the workplace.

Entertainment 99

Entertainment Employee engagement Marketing Customer Service 99

UJET

OCTOBER 18, 2018

When done right, a conversation with the customer over the phone can be helpful, engaging, and even fun. The problem with voice support is that it can also go terribly wrong, and those are the types of interactions that people hear about.

Customer Experience 93

Customer Experience Customer Support Contact Center Customer Service 93

Call Center Weekly

OCTOBER 18, 2018

Long lumped in with Customer Service, the entire Customer Experience concept is finally being acknowledged as a weighty differential in the quest to build customer loyalty and increase sales.

Customer Experience 90

Customer Experience B2B Feedback Sales 90

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Chatbots

aircall

OCTOBER 17, 2018

Business has changed. Advances in computing technology have made almost everything quantifiable, measurable, and therefore actionable. And traditional communication tools, like the phone, are no exception.

CRM 83

CRM Scripts Personalization Technology 83

360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is growing. And I agree.

Customer centricity 82

Customer centricity Consulting Consulting Sales 82

ShepHyken

OCTOBER 17, 2018

There is a lot we can learn from great companies, big and small. Many books have been written about companies like Disney, Nordstrom, Ritz-Carlton and Apple. And, once we learn how they do it, the key is making it work for our companies.

Best practices 91

Best practices Personalization Customer Service Customer Care 91

24-7 InTouch

OCTOBER 16, 2018

We’ve been listed as one of the top employers for new graduates by Forbes

83

83

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Contact Center

Beyond Philosophy

OCTOBER 18, 2018

“If all of your friends jumped off a cliff, would you do it, too?”. Who hasn’t heard that one before? We all know the evils of peer pressure from our parents, teachers or, in my case, the authorities. But what if I told you peer pressure could be great for your Customer Experience?

Advertising 74

Advertising Marketing Personalization Consulting 74

Taylor Reach Group

OCTOBER 18, 2018

Taylor Reach helps global contractor network revitalize telephony for contact centers. A global leader in contract resource management has enlisted the aid of The Taylor Reach Group, Inc. Taylor Reach) in acquiring a new telephony platform for their offices and contact centers around the world.

Construction 72

Construction Telecommunications Best practices Consulting 72

Toister Performance Solutions

OCTOBER 16, 2018

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Nicky placed the couple's drink order in front of them.

Employee engagement 74

Employee engagement Advertising Travel Surveys 74

ShepHyken

OCTOBER 19, 2018

This week we feature an article by Lindsay Tjepkema who shares how people are using AI strategies and the impact they are having on the world of CX. – Shep Hyken. Introduction: AI in CX. _.

Automotive 81

Automotive Chatbots Healthcare Airlines 81

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Customer Experience

Monet Software

OCTOBER 15, 2018

Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution? Certainly not here.

Schedule adherence 72

Schedule adherence Management Contact Center Service level 72

Call Center Weekly

OCTOBER 15, 2018

Yesterday I received a cold call from a local real estate company. Here's exactly how it went: "Hi, this is Kathryn." This is Dan from XY Real Estate. Are you looking to sell your home?" "No." No." "Are Are you sure?" "Yes." Yes." "Ok, Ok, thank you. Bye."

Real estate 69

Real estate B2B Sales Marketing 69

Contact Center Pipeline

OCTOBER 18, 2018

If the UPMC Health Plan contact center has a wall of fame for industry honors and awards, my guess is that it has long since run out of space… or that it is a very big wall. I first spoke with UPMC Health Plan contact center leaders a few years ago after the center had […].

Employee engagement 65

Employee engagement Contact Center Call Center 65

Aspect

OCTOBER 16, 2018

The term “Gig Economy” is used to describe many changing attitudes, standards and preferences in the way people work.

Contact Center 94

Contact Center Management Personalization Technology 94

Speaker: Tony Medrano, CEO of RapportBoost.ai

Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers. Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D Power. Join Tony Medrano, CEO of RapportBoost.ai and Heidi Rote, Director, North America Sales Center of Jenny Craig, as they present real case studies of how live chat drives engagement, order size, conversions, and allows agents to build relationships with customers.

Sales

ShepHyken

OCTOBER 15, 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. .

Automotive 83

Automotive Engineering Education Customer Service 83

Monet Software

OCTOBER 15, 2018

After you’ve interviewed, hired and trained a new agent, some contact center managers believe that part of the job is done. These are the same managers that likely struggle with higher attrition rates. They’re not keeping their agents hungry.

Contact Center 68

Contact Center Accountability Call Center Management 68

Toister Performance Solutions

OCTOBER 18, 2018

Team building seems to be a hot topic right now. I've heard from quite a few Customer Service Tip of the Week subscribers lately who are trying to create team cohesion and motivate a group of employees. They contact me to ask if I know of any good exercises or resources.

Customer Service 62

Customer Service Employee engagement Management 62

Ansafone

OCTOBER 17, 2018

As businesses look for new ways to drive value and reduce costs, outsourcing contact center services to BPO providers is becoming a key way to gain a competitive advantage.

outsourcing 62

outsourcing Contact Center Call Center Customer Experience 62

Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders

This webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience. The psychology behind consumer behavior and experiences will be addressed as a foundation leading to the methods to build connection with customers to drive loyalty. The specific actions and strategies crucial to driving a solid CX will be explained in relevant ways to enable attendees to make a difference in their own organizations.

Customer Experience