INDUSTRY INSIGHTS YOUR PEERS ARE READING
Contact center agent training can be a very big expenditure for a lot of organizations. For contact centers that experience higher agent turnover the expenditure is obviously much higher than for those with lower turnover. MORE
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. MORE
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 […]. MORE
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 ? MORE
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. MORE
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. 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. MORE
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 MORE
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. MORE
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. MORE
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. MORE
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. MORE
An automobile finance company has a Cisco contact center environment that services millions of customers. MORE
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. MORE
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. MORE
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 MORE
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. MORE
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! MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
Don is the proud owner of a small business. He puts his heart and soul into managing his business and making his customers happy. MORE
When collected and implemented properly, customer feedback can help improve your product and the services that support it. MORE
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.” MORE
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! MORE
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. MORE
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. MORE
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. MORE
Proactive Customer Service. How to Ensure You Are Delivering Success For Your Customers. Shep Hyken sits down with Nick Mehta, CEO of Gainsight. MORE
Beyond Philosophy
DECEMBER 10, 2018
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.
Call Center Coach
DECEMBER 10, 2018
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.
Callminer
DECEMBER 11, 2018
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.
Myra Golden Media
DECEMBER 10, 2018
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.
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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.
ShepHyken
DECEMBER 5, 2018
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.
Beyond Philosophy
DECEMBER 6, 2018
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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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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Contact Center Pipeline
DECEMBER 11, 2018
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!
Myra Golden Media
DECEMBER 5, 2018
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.
ShepHyken
DECEMBER 7, 2018
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.
Beyond Philosophy
DECEMBER 7, 2018
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.
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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.
GetFeedback
DECEMBER 4, 2018
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.
Contact Center Pipeline
DECEMBER 6, 2018
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.
Ian Jacobs
DECEMBER 4, 2018
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
ShepHyken
DECEMBER 10, 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.
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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.
Taylor Reach Group
DECEMBER 7, 2018
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.
GetFeedback
DECEMBER 10, 2018
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 ?
Contact Center Pipeline
DECEMBER 5, 2018
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.”
Ambs Call Center
DECEMBER 9, 2018
Don is the proud owner of a small business. He puts his heart and soul into managing his business and making his customers happy.
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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.
ShepHyken
DECEMBER 4, 2018
Proactive Customer Service. How to Ensure You Are Delivering Success For Your Customers. Shep Hyken sits down with Nick Mehta, CEO of Gainsight.
ClearAction
DECEMBER 11, 2018
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.
Ansafone
DECEMBER 11, 2018
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
DECEMBER 4, 2018
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!
Advertisement
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.
Noble Systems
DECEMBER 6, 2018
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.
ShepHyken
DECEMBER 11, 2018
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.
Kayako
DECEMBER 6, 2018
When collected and implemented properly, customer feedback can help improve your product and the services that support it.
Waterfield Technologies
DECEMBER 4, 2018
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 […].
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Transform your contact center to build relationships with your customers that will last a lifetime.
GetFeedback
DECEMBER 11, 2018
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.
Avoxi
DECEMBER 10, 2018
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
ConvergeOne
DECEMBER 11, 2018
An automobile finance company has a Cisco contact center environment that services millions of customers.
Branch Mesenger
DECEMBER 10, 2018
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.
Advertisement
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.
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