This week we released part two of our Agent Experience Index survey covering the gig economy and how customer service agents feel about it. Currently, 16% of customer service agents are working in the “gig economy” and we expect that number to continue to rise. MORE
In our business, we are privileged enough to watch as our clients go above and beyond in providing a great customer service by putting an end to long hold times via our call-back solutions. MORE
For some contact centers, summer is a slower time of year with fewer customer contacts. If that is true for your center, you might take this time to think of ways to strengthen your center for busier days to come. MORE
When we hear a word or phrase, the mind begins to create a concrete visual for an abstract concept so that we can make sense of the situation and behave as expected. MORE
In the era of big data, leading contact centers are taking a hard look at their use of analytics. However, with the increasing tsunami of contact center data available at your fingertips, knowing which data-dots to connect in order to reveal the underlying business insights can be challenging at best. Instead of wasting time and […]. Customer Intelligence call center call center reporting cloud solutions contact center contact center analytics MORE
How would you describe your contact center supervisors? Ineffective? Uncertain? Overworked? Undertrained? Dream team? The fact is having high-performing contact center supervisors is no longer an optional extra for organizations, but even the best organizations don’t have time to figure all this stuff out. So we thought it was best to reveal to you how to build your very own contact center supervisor dream team. MORE
Remote employment is becoming increasingly popular across the United States. Working from home gives employees a break from the constant office noise along with the opportunity to embrace a more flexible schedule that improves their work-life balance. MORE
If you’re working in a role like customer service, help desk support, or sales, it’s basically a requirement that you spend a lot of time on the phones, and you typically end up spending a lot of time doing the same tasks over and over. Productive reps are the backbone of any contact center. MORE
As today’s tech-savvy world expands with new programs and devices, securing the data that flows through networks is increasingly important for every organization. MORE
Contact center quality is transforming just like many other aspects of contact center operations. Good thing! MORE
Recently, in my discussions with several customer service customers and prospects, I noticed that even though each conversation was about a specific issue, many of them were ultimately about being able to communicate with customers in context. context in conversation MORE
What continues to puzzle me is how multi-factor authentication is still a mystery to most. . MORE
LinkedIn Learning has just released a new edition of my Customer Service Foundations course. It's a training video designed to help people learn the fundamentals of service. Creating a course like this requires some tough decisions: Which skills are most important and must be covered? MORE
The National Association of Area Agencies on Aging (n4a) is hosting its 43 rd annual conference and trade show July 28-August 1 in Chicago at the Sheraton Grand Chicago. MORE
52 Any organization which employs call recording software must be aware of the legal requirements that govern the use of such tools. Call recording laws differ among geographic regions. Failure to comply with these legal restrictions could result in severe penalties, both financial as well as reputational. Here is a brief summary of laws in several countries: USA - 12 states in the U.S. require full consent from all parties on a call in order to lawfully record. The remaining states do not. 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
The history of ISP or internet service providers might not be that old (a couple of decades actually) but its ever-growing demand is simply outstanding. MORE
How would you describe your contact center supervisors? Ineffective? Uncertain? Overworked? Undertrained? Dream team? The fact is having high-performing contact center supervisors is no longer an optional extra for organizations, but even the best organizations don’t have time to figure all this stuff out. So we thought it was best to reveal to you how to build your very own contact center supervisor dream team. MORE
If you are a chiropractor, you are often dealing with people's pain, particularly in the spine and musculoskeletal structure. While the patient’s pain may be physical, they may also have emotional and psychological pain. As a pain-relief provider, your customers look up to you as a source of healing, which is why you should ensure that you provide the best customer service possible to them so that their experience with you is always positive. MORE
By Brad Baumunk, President and COO, Robert C. Davis and Associates. Recently I read an article by Toma Kulbyte entitled “32 Customer Experience Statistics You Need to Know for 2018” ( [link] ). MORE
In today’s world, the customer satisfaction survey is a given. Some businesses (Lyft, Airbnb) rely on it as part of the model, and could hardly exist without it. Others may not have the same degree of reliance, but are nonetheless diligent (and persistent!) in requesting feedback after every service transaction. Customer feedback today drives purchase […]. MORE
Eleven years ago I published my first YouTube video. I called it Top 6 Ways to Get An Angry Customer to Back Down. That little video has gotten more than 2.9 million views. (I I have this old-school video at the bottom the page if you’d like to take a look.). MORE
The contact center agent job is getting harder, talent is harder to attract, unemployment is down and the labor market is tight…all of this is causing a disruption in contact center pay. But not in the way you might be thinking. It’s the timing of pay that we are seeing dramatic increases in. Waiting every two weeks or until mid-month or end of the month just might become a thing of the past, just like a home land-line. MORE
Efficiency. It’s a buzzword that has been around a long time in the business world. We are constantly asked to do more and increase efficiency. There is no department where this is more true than in the contact center, and one way to increase efficiency is with integrations. The customer experience can be improved upon by making a multitude of information available to contact center agents, while also increasing efficiency. And the secret lies within contact center and CRM integrations. MORE
There is an old saying: It is better to give than to receive. The interpretation of this is that giving is an act of kindness. There is another old saying: The more you give, the more you get. MORE
Emotion is one of the three components of a customer’s experience (along with success and effort), so it’s a fundamental element for companies to track. In this post, I examine the eight annual Temkin Emotion Ratings for U.S. companies. It’s one of the components of the overall Temkin Experience Ratings, the open standard CX metric. In January 2018, we surveyed 10,000 U.S. consumers about their experiences with companies. MORE
Colin Shaw and Prof. Ryan Hamilton discuss how emotions drive customer behavior. So, what is an emotion? How are they evoked? How can you deliberately evoke a customer’s emotions? How is an emotion different to a mood and what you should do about it? The post Why Do Customer Emotions Matter? MORE
When was the last time you were asked to provide feedback as a customer? You probably don’t remember. The truth is, you probably were asked but ignored or declined the request due to some level of inconvenience, or you simply didn’t recognize the request. MORE
Adriana Thompson has been drawn to customer service roles throughout her career. That is not surprising given her positive outlook, natural charisma and genuine interest in helping others. These are just some of the qualities that have enabled her to excel in her current role as Customer Love Team Floor Manager at BuildASign.com, an online […]. Leadership call center career growth contact center employee engagement leadership learning & development MORE
Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years since we reached out to contact center professionals to take stock of their technology views. MORE
When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. And it is no surprise that the number of home-based customer service agents is expected to grow at a compounded annual growth rate of 36.4%. MORE
We all have a Status Quo Bias when it comes to decision making. Also called Status Quo Inertia, the Status Quo Bias is our preference to keep things the same or maintaining a previous decision. MORE
It's Friday. You're queuing up emails for next week's big product announcement when all of a sudden your email service stops working. Customer Experience Multichannel Support Live Chat Customer Support MORE
Artificial Intelligence Combined with Human Intelligence; the Future of Business Transformation. What can you do to help create an effortless customer experience? MORE
This week we feature an article by Daniel Bakst who writes about how important it is to monitor and respond to comments on social media and review sites about your brand. – Shep Hyken. MORE
Beyond Philosophy
JULY 19, 2018
We all have a Status Quo Bias when it comes to decision making. Also called Status Quo Inertia, the Status Quo Bias is our preference to keep things the same or maintaining a previous decision.
ShepHyken
JULY 18, 2018
There is an old saying: It is better to give than to receive. The interpretation of this is that giving is an act of kindness. There is another old saying: The more you give, the more you get.
Callminer
JULY 22, 2018
When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. And it is no surprise that the number of home-based customer service agents is expected to grow at a compounded annual growth rate of 36.4%.
Brad Cleveland
JULY 20, 2018
For some contact centers, summer is a slower time of year with fewer customer contacts. If that is true for your center, you might take this time to think of ways to strengthen your center for busier days to come.
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The combined forces of digital transformation, customer experience and cloud-based contact center products herald a new day for mid-market contact centers by meeting the unique needs and preferences of their business, including: security, control, functionality and speed.
Myra Golden Media
JULY 15, 2018
Eleven years ago I published my first YouTube video. I called it Top 6 Ways to Get An Angry Customer to Back Down. That little video has gotten more than 2.9 million views. (I I have this old-school video at the bottom the page if you’d like to take a look.).
Callminer
JULY 16, 2018
Remote employment is becoming increasingly popular across the United States. Working from home gives employees a break from the constant office noise along with the opportunity to embrace a more flexible schedule that improves their work-life balance.
Aspect
JULY 20, 2018
This week we released part two of our Agent Experience Index survey covering the gig economy and how customer service agents feel about it. Currently, 16% of customer service agents are working in the “gig economy” and we expect that number to continue to rise.
Robert Davis
JULY 16, 2018
By Brad Baumunk, President and COO, Robert C. Davis and Associates. Recently I read an article by Toma Kulbyte entitled “32 Customer Experience Statistics You Need to Know for 2018” ( [link] ).
Advertisement
More and more organizations understand the value of delivering a high-quality customer experience and investing in improving their CX assurance processes. Automating testing and monitoring, top the list of ways to improve their CX assurance efforts.
InGenius
JULY 16, 2018
If you’re working in a role like customer service, help desk support, or sales, it’s basically a requirement that you spend a lot of time on the phones, and you typically end up spending a lot of time doing the same tasks over and over. Productive reps are the backbone of any contact center.
Contact Center Pipeline
JULY 19, 2018
In today’s world, the customer satisfaction survey is a given. Some businesses (Lyft, Airbnb) rely on it as part of the model, and could hardly exist without it. Others may not have the same degree of reliance, but are nonetheless diligent (and persistent!) in requesting feedback after every service transaction. Customer feedback today drives purchase […].
Call Center Coach
JULY 17, 2018
The contact center agent job is getting harder, talent is harder to attract, unemployment is down and the labor market is tight…all of this is causing a disruption in contact center pay. But not in the way you might be thinking. It’s the timing of pay that we are seeing dramatic increases in. Waiting every two weeks or until mid-month or end of the month just might become a thing of the past, just like a home land-line.
UJET
JULY 19, 2018
It's Friday. You're queuing up emails for next week's big product announcement when all of a sudden your email service stops working. Customer Experience Multichannel Support Live Chat Customer Support
TRUSTID
JULY 15, 2018
What continues to puzzle me is how multi-factor authentication is still a mystery to most. .
Toister Performance Solutions
JULY 19, 2018
LinkedIn Learning has just released a new edition of my Customer Service Foundations course. It's a training video designed to help people learn the fundamentals of service. Creating a course like this requires some tough decisions: Which skills are most important and must be covered?
Contact Center Pipeline
JULY 18, 2018
Adriana Thompson has been drawn to customer service roles throughout her career. That is not surprising given her positive outlook, natural charisma and genuine interest in helping others. These are just some of the qualities that have enabled her to excel in her current role as Customer Love Team Floor Manager at BuildASign.com, an online […]. Leadership call center career growth contact center employee engagement leadership learning & development
Call Center Coach
JULY 19, 2018
Contact center quality is transforming just like many other aspects of contact center operations. Good thing!
ShepHyken
JULY 17, 2018
Artificial Intelligence Combined with Human Intelligence; the Future of Business Transformation. What can you do to help create an effortless customer experience?
Revation Systems
JULY 18, 2018
As today’s tech-savvy world expands with new programs and devices, securing the data that flows through networks is increasingly important for every organization.
OctopusTech
JULY 18, 2018
The history of ISP or internet service providers might not be that old (a couple of decades actually) but its ever-growing demand is simply outstanding.
Contact Center Pipeline
JULY 17, 2018
In the era of big data, leading contact centers are taking a hard look at their use of analytics. However, with the increasing tsunami of contact center data available at your fingertips, knowing which data-dots to connect in order to reveal the underlying business insights can be challenging at best. Instead of wasting time and […]. Customer Intelligence call center call center reporting cloud solutions contact center contact center analytics
Call Center Coach
JULY 17, 2018
How would you describe your contact center supervisors? Ineffective? Uncertain? Overworked? Undertrained? Dream team? The fact is having high-performing contact center supervisors is no longer an optional extra for organizations, but even the best organizations don’t have time to figure all this stuff out. So we thought it was best to reveal to you how to build your very own contact center supervisor dream team.
Strategic Contact
JULY 15, 2018
Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years since we reached out to contact center professionals to take stock of their technology views.
Revation Systems
JULY 16, 2018
The National Association of Area Agencies on Aging (n4a) is hosting its 43 rd annual conference and trade show July 28-August 1 in Chicago at the Sheraton Grand Chicago.
ShepHyken
JULY 16, 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.
Customer Experience Matters
JULY 17, 2018
Emotion is one of the three components of a customer’s experience (along with success and effort), so it’s a fundamental element for companies to track. In this post, I examine the eight annual Temkin Emotion Ratings for U.S. companies. It’s one of the components of the overall Temkin Experience Ratings, the open standard CX metric. In January 2018, we surveyed 10,000 U.S. consumers about their experiences with companies.
Call Center Coach
JULY 17, 2018
How would you describe your contact center supervisors? Ineffective? Uncertain? Overworked? Undertrained? Dream team? The fact is having high-performing contact center supervisors is no longer an optional extra for organizations, but even the best organizations don’t have time to figure all this stuff out. So we thought it was best to reveal to you how to build your very own contact center supervisor dream team.
Bright Pattern
JULY 17, 2018
Recently, in my discussions with several customer service customers and prospects, I noticed that even though each conversation was about a specific issue, many of them were ultimately about being able to communicate with customers in context. context in conversation
OrecX
JULY 20, 2018
Any organization which employs call recording software must be aware of the legal requirements that govern the use of such tools. Call recording laws differ among geographic regions. Failure to comply with these legal restrictions could result in severe penalties, both financial as well as reputational. Here is a brief summary of laws in several countries: USA - 12 states in the U.S. require full consent from all parties on a call in order to lawfully record. The remaining states do not.
Abby Connect Virtual Receptionists
JULY 16, 2018
If you are a chiropractor, you are often dealing with people's pain, particularly in the spine and musculoskeletal structure. While the patient’s pain may be physical, they may also have emotional and psychological pain. As a pain-relief provider, your customers look up to you as a source of healing, which is why you should ensure that you provide the best customer service possible to them so that their experience with you is always positive.
Fonolo
JULY 17, 2018
In our business, we are privileged enough to watch as our clients go above and beyond in providing a great customer service by putting an end to long hold times via our call-back solutions.
inContact
JULY 19, 2018
Efficiency. It’s a buzzword that has been around a long time in the business world. We are constantly asked to do more and increase efficiency. There is no department where this is more true than in the contact center, and one way to increase efficiency is with integrations. The customer experience can be improved upon by making a multitude of information available to contact center agents, while also increasing efficiency. And the secret lies within contact center and CRM integrations.
Aspect
JULY 18, 2018
When was the last time you were asked to provide feedback as a customer? You probably don’t remember. The truth is, you probably were asked but ignored or declined the request due to some level of inconvenience, or you simply didn’t recognize the request.
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