INDUSTRY INSIGHTS YOUR PEERS ARE READING
I recently had a conversation with Richard Antosik, Vice President, Digital Operations (Client Services) at Laurentian Bank regarding their contact center’s recent digital transformation. The following are the questions and answers regarding their lessons learned. MORE
PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). PCI DSS is a set of strict regulations created to protect private financial information and prevent credit card fraud. To thwart would be fraudulent activity, credit card numbers (both the card number itself and the CV2 security number) must be hidden and protected by any entity which takes and stores the numbers in any way. MORE
Way too many centers have way too many manual process steps, negatively impacting the customer experience and the cost of doing business. Long handle times are the most obvious impact, but it also hinders agent training time, first-contact resolution (FCR), handoffs and consultations. MORE
There is no question that managers wield a powerful sword. In fact, 75% of voluntary turnover is attributed to poor employee-manager relationships. You read that right: Three out of every four people who voluntarily leave a company do so because of poor management.) MORE
A study by The Wall Street Journal and Emerson reported that unplanned downtime – 42% of which is a result of equipment failure – costs manufacturers an estimated $50 billion per year. The costs associated with downtime continue even after production has resumed. MORE
And How to Prepare Agents for the Job. The days of the call center , a center where service to customers over the phone alone is handled, is long gone. In the early 2000s centers slowly started expanding the number of channels and started calling themselves contact centers. MORE
Shownotes… This week’s episode shares employee experience insights from Anne Bakstad from Clearworks. Anne is a customer experience expert with … Read More Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights. The post Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights appeared first on Kristina Evey. Employee Experience internal customers Leadership Podcasting MORE
Judges just announced Concentrix among the list of winners for the Asia-Pacfic (APAC) Stevies Awards event in May. Concentrix demonstrated its innovation leadership in the banking and financial services industry (BFSI) by winning two awards for our trade finance and supply chain finance products, TradeFree™ and Factorin™. The Stevie Awards are widely considered to be the. The post Concentrix Wins Gold Stevie for Financial Innovation appeared first on Concentrix. 2019 Award News NewsClip MORE
We need your help to better understand existing processes for gathering, processing and analyzing information about the customer experience. Give us your thoughts in this short Voice of the Customer survey. Results will appear in a future issue of Contact Center Pipeline. MORE
There is a lot of talk on the topic of sales. Everyone tries to find the best solution that will help them improve their sales skills. Some people choose courses, other mentoring but the most go on a hunt for the best sales book. Why is that? List of top sales books: Think and Grow Rich by Napoleon Hill. Steal Like an Artist by Austin Kleon. Jab, Jab, Jab, Right Hook by Gary Vaynerchuk. How To Win Friends & Influence People by Dale Carnegie. Little Red Book of Selling by Jeffrey Gitomer. 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 Anxious Customers Prefer Human Customer Service by Michelle A. MORE
Running an eCommerce business is all about surviving the competition and sustaining a steady upward growth in revenue generation. MORE
Surprise and delight is a great customer service concept. Or is it? The concept behind surprise and delight is to surprise the customer with a level of experience that they weren’t expecting. Obviously, it should be a positive experience. MORE
This week we feature an article by Georgina Nelson who explains her approach to collecting customer feedback that will help you provide a better customer experience. One of the biggest misconceptions about collecting customer feedback is the idea that asking more questions provides more of the insights you’re looking for. Through our work with retail businesses across the world, we’ve found that this couldn’t be further from the truth. MORE
By Diana Aviles I’ve chatted with speech analysts from all walks of life. They speak many languages and are versed in different speech analytics solutions. MORE
Long gone are the days when phone calls were the best way to deliver excellent customer support. Modern customers believe that social media is a new better way to interact with the brands when they have questions, problems, or concerns. MORE
Customer feedback has become an essential aspect to ensure success for all business organizations. Major market players understood this a long time ago and have made customer feedback an integral part of their business. MORE
Brands have already begun using facial recognition technology in their Customer Experience. Walmart and KFC use facial recognition technology. Passengers on Delta check in for flights in the Atlanta airport using facial recognition. Even my phone password is my face. MORE
Your customers are the heartbeat of your company. If you are not attending your customers efficiently your business effect badly. But to handle your customers effectively, a reliable system of customer support is needed. MORE
With the rise of personalized customer servicing and user experience (UX) trends, customers are no longer satisfied with just a straightforward purchase. MORE
If you give people the option to shop somewhere that only had a few choices or another venue with a wide selection, people almost always go for the larger selection. However, sorting through options can feel overwhelming. Too many choices in your Customer Experience are a terrible thing. MORE
Music and the Customer Experience. Growing Your Business One Customer at a Time. Shep Hyken interviews Mike Grande, the founder and CEO of Rock Out Loud and The Staten Island School of Rock. They discuss Mike’s successful philosophies of providing an outstanding experience to his customers. MORE
Today’s generation looks forward to two things during the week: Spending the weekend in bed doing absolutely nothing or celebrating the weekend doing something they like. Millennials love events; I love events; more importantly, companies should also love events. MORE
If you have ever met me; or heard me speak; or read something I have written; you will know that I am a HUGE advocate of the principle of knowledge transfer. MORE
While emotional brand experiences were a huge focus for the 2018 digital landscape, accessibility is increasingly front-and-center in conversations about customer experience (CX). MORE
Customer service is just a day in, day out, ongoing, never ending, unremitting, persevering, compassionate, type of activity. Leon Gorman. It needs no mention that buyers love excellent customer service. MORE
Are your agents using multilingual support, including phone interpretation, in the most effective way possible? In Part One of this series, we shared four tips from Voiance designed to help your agents get the greatest possible benefit from their use of phone interpreters. But don't stop there. MORE
Is Facial Recognition Creepy or Is It Just the Future? Technology can analyze people’s facial expressions and determine what emotion they feel. It’s called Facial Expression Analysis and it uses Facial Recognition technology. MORE
Customer Satisfaction Score (CSAT) surveys have emerged as the gold standard for measuring how customers perceive their interactions with a brand. However, there are many different survey methods to choose from to measure a customer’s experience — including Customer Effort Score (CES) , Net Promoter Score (NPS) , and many more. Which begs the question: In today’s environment, is the Customer Satisfaction Score (CSAT) survey still relevant? Our take? MORE
ShepHyken
APRIL 24, 2019
Surprise and delight is a great customer service concept. Or is it? The concept behind surprise and delight is to surprise the customer with a level of experience that they weren’t expecting. Obviously, it should be a positive experience.
Beyond Philosophy
APRIL 25, 2019
Brands have already begun using facial recognition technology in their Customer Experience. Walmart and KFC use facial recognition technology. Passengers on Delta check in for flights in the Atlanta airport using facial recognition. Even my phone password is my face.
Call Center Weekly
APRIL 24, 2019
By Diana Aviles I’ve chatted with speech analysts from all walks of life. They speak many languages and are versed in different speech analytics solutions.
Callminer
APRIL 23, 2019
PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). PCI DSS is a set of strict regulations created to protect private financial information and prevent credit card fraud. To thwart would be fraudulent activity, credit card numbers (both the card number itself and the CV2 security number) must be hidden and protected by any entity which takes and stores the numbers in any way.
Speaker: Kerry Bodine and Lindsay Sykes
The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.
TechSee
APRIL 23, 2019
A study by The Wall Street Journal and Emerson reported that unplanned downtime – 42% of which is a result of equipment failure – costs manufacturers an estimated $50 billion per year. The costs associated with downtime continue even after production has resumed.
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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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ProProfs Blog
APRIL 19, 2019
Today’s generation looks forward to two things during the week: Spending the weekend in bed doing absolutely nothing or celebrating the weekend doing something they like. Millennials love events; I love events; more importantly, companies should also love events.
Beyond Philosophy
APRIL 18, 2019
If you give people the option to shop somewhere that only had a few choices or another venue with a wide selection, people almost always go for the larger selection. However, sorting through options can feel overwhelming. Too many choices in your Customer Experience are a terrible thing.
Contact Center Pipeline
APRIL 25, 2019
Way too many centers have way too many manual process steps, negatively impacting the customer experience and the cost of doing business. Long handle times are the most obvious impact, but it also hinders agent training time, first-contact resolution (FCR), handoffs and consultations.
Voiance
APRIL 23, 2019
Are your agents using multilingual support, including phone interpretation, in the most effective way possible? In Part One of this series, we shared four tips from Voiance designed to help your agents get the greatest possible benefit from their use of phone interpreters. But don't stop there.
Advertiser: Interactions LLC
The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.
ShepHyken
APRIL 22, 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 Anxious Customers Prefer Human Customer Service by Michelle A.
ProProfs Blog
APRIL 23, 2019
Long gone are the days when phone calls were the best way to deliver excellent customer support. Modern customers believe that social media is a new better way to interact with the brands when they have questions, problems, or concerns.
Beyond Philosophy
APRIL 19, 2019
Is Facial Recognition Creepy or Is It Just the Future? Technology can analyze people’s facial expressions and determine what emotion they feel. It’s called Facial Expression Analysis and it uses Facial Recognition technology.
Contact Center Pipeline
APRIL 19, 2019
We need your help to better understand existing processes for gathering, processing and analyzing information about the customer experience. Give us your thoughts in this short Voice of the Customer survey. Results will appear in a future issue of Contact Center Pipeline.
Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights
Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.
GetFeedback
APRIL 22, 2019
Customer Satisfaction Score (CSAT) surveys have emerged as the gold standard for measuring how customers perceive their interactions with a brand. However, there are many different survey methods to choose from to measure a customer’s experience — including Customer Effort Score (CES) , Net Promoter Score (NPS) , and many more. Which begs the question: In today’s environment, is the Customer Satisfaction Score (CSAT) survey still relevant? Our take?
ShepHyken
APRIL 19, 2019
This week we feature an article by Georgina Nelson who explains her approach to collecting customer feedback that will help you provide a better customer experience. One of the biggest misconceptions about collecting customer feedback is the idea that asking more questions provides more of the insights you’re looking for. Through our work with retail businesses across the world, we’ve found that this couldn’t be further from the truth.
ProProfs Blog
APRIL 19, 2019
Customer service is just a day in, day out, ongoing, never ending, unremitting, persevering, compassionate, type of activity. Leon Gorman. It needs no mention that buyers love excellent customer service.
ijgolding
APRIL 23, 2019
If you have ever met me; or heard me speak; or read something I have written; you will know that I am a HUGE advocate of the principle of knowledge transfer.
Advertisement
If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
Contact Center Pipeline
APRIL 23, 2019
There is no question that managers wield a powerful sword. In fact, 75% of voluntary turnover is attributed to poor employee-manager relationships. You read that right: Three out of every four people who voluntarily leave a company do so because of poor management.)
GetFeedback
APRIL 18, 2019
With the rise of personalized customer servicing and user experience (UX) trends, customers are no longer satisfied with just a straightforward purchase.
The Call Center School
APRIL 24, 2019
And How to Prepare Agents for the Job. The days of the call center , a center where service to customers over the phone alone is handled, is long gone. In the early 2000s centers slowly started expanding the number of channels and started calling themselves contact centers.
ProProfs Blog
APRIL 25, 2019
Running an eCommerce business is all about surviving the competition and sustaining a steady upward growth in revenue generation.
Advertisement
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.
CrazyCall
APRIL 24, 2019
There is a lot of talk on the topic of sales. Everyone tries to find the best solution that will help them improve their sales skills. Some people choose courses, other mentoring but the most go on a hunt for the best sales book. Why is that? List of top sales books: Think and Grow Rich by Napoleon Hill. Steal Like an Artist by Austin Kleon. Jab, Jab, Jab, Right Hook by Gary Vaynerchuk. How To Win Friends & Influence People by Dale Carnegie. Little Red Book of Selling by Jeffrey Gitomer.
Contact Center Pipeline
APRIL 18, 2019
I recently had a conversation with Richard Antosik, Vice President, Digital Operations (Client Services) at Laurentian Bank regarding their contact center’s recent digital transformation. The following are the questions and answers regarding their lessons learned.
Hero Digital
APRIL 22, 2019
While emotional brand experiences were a huge focus for the 2018 digital landscape, accessibility is increasingly front-and-center in conversations about customer experience (CX).
Concentrix
APRIL 23, 2019
Judges just announced Concentrix among the list of winners for the Asia-Pacfic (APAC) Stevies Awards event in May. Concentrix demonstrated its innovation leadership in the banking and financial services industry (BFSI) by winning two awards for our trade finance and supply chain finance products, TradeFree™ and Factorin™. The Stevie Awards are widely considered to be the. The post Concentrix Wins Gold Stevie for Financial Innovation appeared first on Concentrix. 2019 Award News NewsClip
Advertiser: Interactions LLC
As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.
ProProfs Blog
APRIL 25, 2019
Customer feedback has become an essential aspect to ensure success for all business organizations. Major market players understood this a long time ago and have made customer feedback an integral part of their business.
Kristina Evey
APRIL 23, 2019
Shownotes… This week’s episode shares employee experience insights from Anne Bakstad from Clearworks. Anne is a customer experience expert with … Read More Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights. The post Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights appeared first on Kristina Evey. Employee Experience internal customers Leadership Podcasting
OctopusTech
APRIL 25, 2019
Your customers are the heartbeat of your company. If you are not attending your customers efficiently your business effect badly. But to handle your customers effectively, a reliable system of customer support is needed.
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