INDUSTRY INSIGHTS YOUR PEERS ARE READING
When my daughter was 13, we re-did her bedroom to give her a teenage look. She picked out modern furniture from Ikea, lovely bedding and fun art that perfectly matched her style. Six years later my teenage son, now 16, pointed out, “You guys owe me a new room. MORE
What’s your company’s most precious asset? It’s not your inventory, your stock options, or your intellectual property. It’s your customers. Your business can’t exist without them, and if you want your business to last, you’ve got to make them happy. MORE
This week we feature an article by Hugues Meyrath who says that by integrating machine learning and AI capabilities into your processes, you can optimize the performance of your facilities and staff to drive a positive customer experience. MORE
Choice architecture is a significant factor in buying decisions you make every day. From how they stock the buffet line to how likely you are to donate your organs after you die, the psychology of choice is influencing your decisions every day. MORE
The busy holiday season seems far off, but now is the right time to start thinking about how your call center agents will handle crazy call volumes. A lot of call centers hire more employees and seasonal workers to make the holiday buying season tolerable. MORE
A great question that is getting around not just call centers but sales teams generally is how to increase productivity and efficiency. This is where dialers step in. MORE
The third step ( Step 1 , Step 2 ) in the contact center agent journey is about developing high-performing agents. Once agents move beyond your on-boarding process and their new hire learning curve, it’s time to focus on enabling their performance. MORE
Support teams are arguably the most important part of the customer experience. Agents become the voice of the company when they interact with customers. These experiences can lead to repeat sales or a loss of a customer depending on that single interaction. customer service Customer Support Agent MORE
Read the webinar outline and signup! Customer Experience Design MORE
The second step ( the first step ) in the contact center agent journey comes with the on-boarding process. This is one area of the agent journey that can be dramatically different from one organization to the next. MORE
In the complex world of Medicare administration, no one understands the need to deliver quick, accurate and up-to-date information to program providers better than Jerri Pigg-Shoemake. MORE
Leaders, do you know how to lead high morale for great customer service delivery? Customer service work in help desks , contact centers, technical support teams, and ecommerce centers is challenging and stressful. Are you adding to the reps’ stress or inspiring them to greatness? MORE
Are you designing or redesigning a Quality Monitoring Program for your organization right now? MORE
This is a guest blog post by Andy Mura, the Head of Marketing at Userlane. When you think of the reasons why churn happens , what immediately comes to mind? MORE
Do you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a top concern year after year. And no wonder: the ramification of bad hires is expensive. The average cost to recruit, hire and train each new agent starts around $6,500 depending upon vertical. Poor hires mean higher […]. MORE
When we buy things, our memory generates the choice set that we have under consideration. It is essential for your Customer Experience strategy that you understand how customers create memories and how to ensure your brand is included in that set of recalled choices. . MORE
Most of the clients served by Transparent BPO are U.S.-based based companies. Most Belizeans are native English-speakers who have a great affinity for the U.S. and a healthy level of understanding of American culture. MORE
The Five Core Values of Company Culture. Creating Amazing Customer Experiences From the Inside Out. Shep Hyken interviews Michelle Hayward. They discuss how to create and cultivate the core values and culture that keep companies strong. MORE
According to Gartner , organizations should strive to deliver low-effort customer experiences because simplicity is the most significant driver of loyalty. In fact, 96% of customers who experience a high-effort interaction become more disloyal compared to just 9% who have a low-effort experience. MORE
The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. MORE
This year CallMiner is presenting our first annual WebinarStock, July 23rd through 25th. This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. MORE
One morning I was using the kiosk at the airport to check-in for my flight. Self-service check-in is something I do, all of the time. I like using self-service, and most of the time, I know what I’m doing. But on this day, something went wrong, and I wasn’t able to print my ticket. MORE
Memo to the Vendor Community: We work with many clients that are interested in acquiring new technology. It is always a good sign when investments in technology are being made. As we work through the acquisition process with clients, technology providers are asked to deliver a system “demo.” MORE
Recently, I had the opportunity to moderate a fascinating discussion at the ICMI Expo in Ft. Lauderdale with Tim Donchez, Continuous Improvement Director at Lutron Electronics. 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. Why B2B Customer Experience Programs Fail by Sarah Frazier. CustomerGauge) The days of B2B companies trying to differentiate themselves through services and products alone are gone. MORE
The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. The manager carefully crafted a monitoring form, which would be used to measure everything from listening skills to friendliness, to empathy. MORE
The fifth step ( Step 1 , Step 2 , Step 3 , Step 4 ) in the contact center agent journey is about agent retention. Retaining contact center agents has always been a significant focus area in contact centers. MORE
I first came across this idea in the book Moments of Truth by Jan Carlzon , which I consider one of the most important books written on customer service. MORE
I’m working with a utility company in the northeast. All of my customer service workshops begin with what I call a Discovery Discussion – a video conference where I discover the problem my client needs me to solve. MORE
Callminer
JULY 15, 2019
This year CallMiner is presenting our first annual WebinarStock, July 23rd through 25th. This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics.
Myra Golden Media
JULY 12, 2019
When my daughter was 13, we re-did her bedroom to give her a teenage look. She picked out modern furniture from Ikea, lovely bedding and fun art that perfectly matched her style. Six years later my teenage son, now 16, pointed out, “You guys owe me a new room.
ShepHyken
JULY 10, 2019
I first came across this idea in the book Moments of Truth by Jan Carlzon , which I consider one of the most important books written on customer service.
Call Center Coach
JULY 12, 2019
The fifth step ( Step 1 , Step 2 , Step 3 , Step 4 ) in the contact center agent journey is about agent retention. Retaining contact center agents has always been a significant focus area in contact centers.
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.
Beyond Philosophy
JULY 11, 2019
When we buy things, our memory generates the choice set that we have under consideration. It is essential for your Customer Experience strategy that you understand how customers create memories and how to ensure your brand is included in that set of recalled choices. .
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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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Myra Golden Media
JULY 10, 2019
I’m working with a utility company in the northeast. All of my customer service workshops begin with what I call a Discovery Discussion – a video conference where I discover the problem my client needs me to solve.
Contact Center Pipeline
JULY 9, 2019
Memo to the Vendor Community: We work with many clients that are interested in acquiring new technology. It is always a good sign when investments in technology are being made. As we work through the acquisition process with clients, technology providers are asked to deliver a system “demo.”
Call Center Coach
JULY 11, 2019
The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers.
Beyond Philosophy
JULY 12, 2019
Choice architecture is a significant factor in buying decisions you make every day. From how they stock the buffet line to how likely you are to donate your organs after you die, the psychology of choice is influencing your decisions every day.
Speaker: Kristina Evey, Customer Experience Expert and Consultant
Because self-service emergence is increasing, the need to assess the amount of support being given to our customer service reps is more important than ever before. Is there a way to find the right balance between self-service and support?
ShepHyken
JULY 12, 2019
This week we feature an article by Hugues Meyrath who says that by integrating machine learning and AI capabilities into your processes, you can optimize the performance of your facilities and staff to drive a positive customer experience.
Myra Golden Media
JULY 15, 2019
Are you designing or redesigning a Quality Monitoring Program for your organization right now?
Contact Center Pipeline
JULY 11, 2019
In the complex world of Medicare administration, no one understands the need to deliver quick, accurate and up-to-date information to program providers better than Jerri Pigg-Shoemake.
Call Center Coach
JULY 10, 2019
The third step ( Step 1 , Step 2 ) in the contact center agent journey is about developing high-performing agents. Once agents move beyond your on-boarding process and their new hire learning curve, it’s time to focus on enabling their performance.
Speaker: John Joba and David Robbins
Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.
TechSee
JULY 9, 2019
According to Gartner , organizations should strive to deliver low-effort customer experiences because simplicity is the most significant driver of loyalty. In fact, 96% of customers who experience a high-effort interaction become more disloyal compared to just 9% who have a low-effort experience.
ShepHyken
JULY 15, 2019
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. Why B2B Customer Experience Programs Fail by Sarah Frazier. CustomerGauge) The days of B2B companies trying to differentiate themselves through services and products alone are gone.
Myra Golden Media
JULY 12, 2019
Read the webinar outline and signup! Customer Experience Design
Contact Center Pipeline
JULY 10, 2019
Do you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a top concern year after year. And no wonder: the ramification of bad hires is expensive. The average cost to recruit, hire and train each new agent starts around $6,500 depending upon vertical. Poor hires mean higher […].
Advertiser: Skilljar
Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.
Call Center Coach
JULY 9, 2019
The second step ( the first step ) in the contact center agent journey comes with the on-boarding process. This is one area of the agent journey that can be dramatically different from one organization to the next.
Kayako
JULY 11, 2019
Leaders, do you know how to lead high morale for great customer service delivery? Customer service work in help desks , contact centers, technical support teams, and ecommerce centers is challenging and stressful. Are you adding to the reps’ stress or inspiring them to greatness?
Totango
JULY 9, 2019
What’s your company’s most precious asset? It’s not your inventory, your stock options, or your intellectual property. It’s your customers. Your business can’t exist without them, and if you want your business to last, you’ve got to make them happy.
Myra Golden Media
JULY 12, 2019
The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. The manager carefully crafted a monitoring form, which would be used to measure everything from listening skills to friendliness, to empathy.
Speaker: Jake McKee, CEO and Lead Strategist, Community5
Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.
Tethr
JULY 11, 2019
Recently, I had the opportunity to moderate a fascinating discussion at the ICMI Expo in Ft. Lauderdale with Tim Donchez, Continuous Improvement Director at Lutron Electronics.
ChurnZero
JULY 12, 2019
This is a guest blog post by Andy Mura, the Head of Marketing at Userlane. When you think of the reasons why churn happens , what immediately comes to mind?
Transparent BPO
JULY 9, 2019
Most of the clients served by Transparent BPO are U.S.-based based companies. Most Belizeans are native English-speakers who have a great affinity for the U.S. and a healthy level of understanding of American culture.
UJET
JULY 11, 2019
Support teams are arguably the most important part of the customer experience. Agents become the voice of the company when they interact with customers. These experiences can lead to repeat sales or a loss of a customer depending on that single interaction. customer service Customer Support Agent
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A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.
Myra Golden Media
JULY 11, 2019
One morning I was using the kiosk at the airport to check-in for my flight. Self-service check-in is something I do, all of the time. I like using self-service, and most of the time, I know what I’m doing. But on this day, something went wrong, and I wasn’t able to print my ticket.
Integra
JULY 10, 2019
A great question that is getting around not just call centers but sales teams generally is how to increase productivity and efficiency. This is where dialers step in.
Calltools
JULY 10, 2019
The busy holiday season seems far off, but now is the right time to start thinking about how your call center agents will handle crazy call volumes. A lot of call centers hire more employees and seasonal workers to make the holiday buying season tolerable.
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