Trending Articles

The Most Unlikely Source Is Blocking Contact Center Transformation

Call Center Coach

Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations.

Contact Center Cost Models Help Quantify ROI

Contact Center Pipeline

Centers all bear the same types of costs to conduct their operations, whether they’re attributed to the contact center budget or to that of IT or other parts of the organization.

From Axes to Handbags: Why Customer Like Conspicuous Consumption

Beyond Philosophy

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.”.

Is Your Customer Satisfaction Survey Dissatisfying Customers?

GetFeedback

Want happy, loyal customers? That makes all of us. But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

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.

You Didn’t Know a 12-foot Pole Could Teach You This

Myra Golden Media

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.

How to Reduce Friction

ShepHyken

As most of you (hopefully know), my latest book, The Convenience Revolution , is all about making the customer experience as frictionless as possible.

More Trending

Thwarting Thieves and Hindering Holiday Hackers

Contact Center Pipeline

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.

The Ultimate Guide to Conference and Event Surveys

GetFeedback

Whether you’re expecting 50 or 50,000, planning and executing an event takes major time and money. Companies willing to make that kind of investment expect great results, and conference/event surveys help them deliver.

What You Need to Know to Reduce Customer Effort in 2019

360Connext

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.

Guest Blog: Impact of Technological Advancements on Consumer Behavior

ShepHyken

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.

The Top 3 Ways to Forecast for Your Contact Center

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.

Top 10 Reasons to Record Agent Screen Activity

OrecX

Call recording systems have been around for decades and their utility is proven. The same goes for agent screen recording systems, although you may not know it.

How AI Will Change the Nature of Contact Center Work

Contact Center Pipeline

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.

5 Survey Email Subject Line Strategies to Boost Open Rates

GetFeedback

Want to really step up your email survey game? Use this free guide. Sending surveys by email is one of the most popular survey distribution methods today. However, email surveys must first overcome a major inbox hurdle: getting opened.

Amazing Service Begins With Engaged Leaders

Call Center Weekly

By Sean Hawkins Providing excellent service to customers is not as hard as we make it seem. However, it takes commitment, diligence and lots of effort to do it well. In simplest form, excellent service is the result of treating customers with courtesy and respect.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

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.

5 Top Customer Service Articles for the Week of November 19, 2018

ShepHyken

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.

BroadSoft Connections - My BCStrategies Thoughts on Being Better with Cisco

Jon Arnold

Sure was an interesting event last week at BroadSoft Connections. I managed to get a short post here on my blog with some photos before it was over, and followed that with a more reflective writeup wearing my BCStrategies hat.

2019 Contact Center Trends: Is Your Business Ready?

Monet Software

Trends are tricky things. Contact center managers will find no shortage of opinions online about “the next big thing” in business philosophy or technology. You’d be surprised how many websites promote a “hot new trend” that coincidentally requires the product they hope you’ll buy.

What’s the Customer Loyalty Loop?

GetFeedback

The value of loyal customers can’t be overestimated—they trust your business, make more purchases, and act as brand advocates.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

How to Get Promoted into Customer Service Leadership

Toister Performance Solutions

Getting your first shot at a leadership position can be tough. A few Customer Service Tip of the Week subscribers have recently asked me for advice on getting promoted.

Amazing Business Radio: Tien Tzuo

ShepHyken

The Subscription Economy. Why the Subscription Model is the Future and What to Do About It. Shep Hyken sat down with Tien Tzuo to talk about the subscription model and how companies like Salesforce, Uber, and Caterpiller are helping to make it the future of business. Top Takeaways: The subscription economy is a phrase coined to describe the idea that people don’t have to buy products anymore to meet their everyday needs or to get from Point A to Point B.

Chat agent training, onboarding taking priority for many organizations

RapportBoost

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. .

Upset Customers: 4 Tips to Calm and Keep Calm

Call Center Pros

In the customer service industry, we will have to deal with an angry customer sooner or later. The stress and unpredictability of these situations are the cause of many disastrous fails. Not knowing how to deal with angry customers can culminate into giant losses for the companies involved.

Study: The Health of the Contact Center

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.

Top 10 Benefits of Outsourcing Your Contact Center Needs

Ansafone

Companies are increasingly choosing to outsource functions to outside expert providers.

New Promotion? You'll Need These Relationships

Toister Performance Solutions

Note: This post was originally published on LinkedIn. It’s a companion the another post on how to get promoted. I've heard from a number of Customer Service Tip of the Week subscribers who have recently been promoted.

This Year, Give Your Customers the Gift Of Great Holiday Support

Zingtree

Customer service can be particularly demanding during the holiday season. From November all the way through the New Year, businesses selling goods and services to consumers see a dramatic uptick in the number of people requesting help.

Branding Your Radio, Podcast, or TV Advertisements With a Vanity Phone Number

CallSource Insights

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.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

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.

How Shared Labor Can Help Optimize Your Staffing Model

Branch Mesenger

With retail’s Q4 upon us and the holiday season surging into focus this week with Thanksgiving & Black Friday, retailers across the United States are gearing up for their biggest three months of the year. Most of the headlines heading into the holidays have been about just how hot the market is.

Quarter 4 Preparation

Ansafone

For many retail companies and other businesses, the fourth quarter is the most stressful time of year. During this hectic time, many customers are unsatisfied with their purchases. This causes an increase in calls made to customer support to resolve their issues.

Do Customers or Agents Come First? At Some Contact Centers the Answer May Surprise You

Monet Software

“The Customer Comes First.”. You’ll see those words next to the cash registers at mom-and-pop grocery stores, and on the desks of Fortune 500 CEOs. But your customers only receive a great experience if employees devote the time and effort to provide one.

My Next Webinar - with 8x8: How SMBs Can Leverage Cloud for Collaboration

Jon Arnold

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.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.