Trending Articles

Join Us This Summer for WebinarStock!

Callminer

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.

How to Boost Your Quality Monitoring with Calibration – And Why You Must

Myra Golden Media

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.

What Signals Are You Unintentionally Sending Your Customers?

ShepHyken

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.

Unleashing Agent Retention in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

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.

How to Make the Transition to Customer Service Outsourcing

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.

Memory Cues – Excellent CX Is Useless If No One Remembers It

Beyond Philosophy

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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Four Ways to Get Utility Customers to Cut to the Point On Customer Service Calls (These Tips Help Control Calls In Any Industry)

Myra Golden Media

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 Vendors: A Memo About Your Demo

Contact Center Pipeline

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.”

Leadership that Engages in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

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.

How Choice Architecture Can Revolutionize Your Experience

Beyond Philosophy

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.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

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?

Guest Blog: How to Use FM Machine Learning and AI to Improve the Customer Experience

ShepHyken

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.

Simple Guidance for Designing Your Quality Monitoring Program (8 Steps)

Myra Golden Media

Are you designing or redesigning a Quality Monitoring Program for your organization right now?

Inside View: Jerri Pigg-Shoemake, WPS Government Health Administrators

Contact Center Pipeline

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.

High-Performance Agent Development in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

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.

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

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.

10 Call Center Mistakes to Avoid when Striving for Effortless Experience

TechSee

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.

5 Top Customer Service Articles for the Week of July 15, 2019

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. 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.

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Quality Form Development Webinar!

Myra Golden Media

Read the webinar outline and signup! Customer Experience Design

Contact Center Hiring & Retention: Using AI to Predict Which Job Candidates Will Be Successful

Contact Center Pipeline

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 […].

Training for Lead Generation, Customer Onboarding and Support

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.

Successful On-boarding in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

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.

Modern Leading Morale Steps to Lead Great Customer Service Performance

Kayako

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?

3 Tips for Improving the Enterprise Customer Experience

Totango

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.

3 Ways to Get Quality Contact Center Monitoring Right

Myra Golden Media

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.

Building a Successful Community Superfan Program

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.

Turning your contact center into an insight center

Tethr

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.

How to Create a Great User Onboarding Experience That Leads to Product Adoption and Customer Success

ChurnZero

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?

Contact Center Agent Acculturation: Bridging the Culture Gap

Transparent BPO

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.

The pros and cons of remote customer support

UJET

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

Beyond the Contact Center: Unlocking Insights with Speech Analytics

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.

These 3 Keys for Getting Library Customers to Use Self-Service Is Going to Change Your Service Model!

Myra Golden Media

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.

Dialers: Preview and Progressive

Integra

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.

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Training Call Center Agents For The Unknown | Holiday Prep Series

Calltools

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.