Millennials often get saddled with a negative reputation. But now that this generation has become the single largest age group in the U.S. workforce, and is projected to spend $1.4 trillion annually by 2020, they are a force that businesses can’t afford to overlook. MORE
Your Customer Relationship Management (CRM) software is powerful in its own right, but it’s not a complete contact center solution. MORE
Don’t Waste Your Money on Empathy Training! Empathy training is a waste of time and will have little to no effect on the customer experience in your contact center. If you want to build empathy skills in agents, you need to have the right mindset and take the right actions. MORE
People who are new to contact centers are often surprised at how different they are compared to other work environments. The workload is so variable and timing is so critical. This is all true, so it can be helpful to better understand the nature of contact center work. MORE
Guest post from Dr. Debra Bentson We talk a lot in the Customer Experience space about how to deliver CX – I’m putting this topic on its head to share a few things about customer experience. MORE
I was recently at a business conference at a highly regarded venue. The presenter was wonderful and provided lots of strategies, techniques, and solutions for those in attendance. Participants walked away with a wealth of knowledge and takeaways ready to implement in their companies. MORE
The CallMiner Index UK uncovered that call centres play a pivotal role in a consumer’s decision to switch their suppliers or stay loyal. In fact, the report reveals that 68% of customers are very or extremely likely to switch suppliers if they have a bad experience with a call centre. MORE
“Ride our bike for 50 days; if you don’t like it, return it, no questions asked.” Cancel your subscription for those razor blades—it’s OK, we understand.” “Try MORE
As a business owner, you’re likely familiar with tools and resources for online integration. However, despite a number of options at your fingertips, many of these online tools have limitations. MORE
In today’s digital era, customers expect the same level of service no matter how they contact you. They don’t view your brand as a series of channels, rather they see it as one single cohesive unit. MORE
Sure, call coaches help you improve phone skills – but the lingering effects can also make it well worth your time, too. If you’ve been keeping up with our blogs, you know we truly believe in the benefits of your business working with a third party call coach to improve call handler phone skills. 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
Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important? MORE
SEPTEMBER 14, 2018
This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken. The modern marketplace offers many different ways to make your business and employees more productive. MORE
Utilizing the time of agents is currently one of the most challenging aspects of the call center industry. Often, call center supervisors can be seen distributing and redistributing resources repeatedly to different departments and operations. MORE
Tweet. As early as the 19th century, “tweet” was a charming term in the English language, evocative of the gentle vocal stylings of small birds. Now it refers to the music of a rather different beast , one that, at its loudest, can deafen and defeat businesses. Twitter, among other social platforms, has in recent years become a mighty digital megaphone for many frustrated (or conversely, happy) customers. MORE
If you’re a card-carrying digital immigrant, the above title should grab you right away. First, the easy stuff. Just doing a shout-out for the SCTC’s annual conference , this year being held in Annapolis, MD. MORE
As some folks gaze into the future, they see a world filled with smartphones where users routinely text instead of call. With that in mind, they’re reluctant to invest in voice-based technology—especially IVR—given an expectation that its days are numbered. But wait! MORE
By Brad Baumunk , President and COO, Robert C. Davis and Associates. What differentiates you from your competition? In today’s world, your customer experience (or CX) matters more than ever. In your contact center, the CX starts as soon as callers dial your number and get in to your system. MORE
I have a real problem with patience as far as my network is concerned. When the internet is slow, I throw all my toys out of the crib. It’s maddening. The good news for me is that the 5G network is coming. The bad news is that the 5G build-out is lagging behind many other countries in the U.S., MORE
In the contact center, recognition for a job well done does wonders for boosting morale and motivation. MORE
You're only as good as the tools in your toolbox. Contact Center MORE
People do not say what they mean or, it seems, what they are thinking. If we aren’t saying what we mean, then what are the implications for our Customer Experience? Honest communication can not only improve communication, but it can also enhance workplace quality and Customer Experience. MORE
Here's the stories we're reading about the world of commerce, retail and work this week: ?? AI Could Create 60,000 Jobs by 2020. ?? Insta-Shopping. ?? Kodak Develops Clothing Line. ?? Higher Wages, Paid Time Off Lures Seasonal Retail Employees. ?? Noodles Announces New Maternity Leave Policy. ?? MORE
The key ingredient to a top-performing team of agents is an all-star coach. They’re the coaches who know that actionable and relevant feedback have a profound impact on their team, so they make it their priority. Yep, even above all. Read More. MORE
Each month, we sit down with a CallSource employee to get to know them and their role a bit more. Name: Kyle Klimusko. Title: Finance Manager. When did you start working for CS? I was a temp hire in 2010, and then rejoined the company in February 2014. What position did you start in? MORE
Give Employees What They Crave Most. Take Time to Properly Motivate Your Team. Shep Hyken sits down with Gregg Lederman to talk about his new book, Crave: You Can Enhance Employee Motivation in 10 Minutes by Friday. MORE
By: John Cockerill. Recently TRG needed to hire a new social media coordinator. We decided to do initial interviews using online video via Skype. Our colleagues, vendors, and customers are often remote, traveling, on client sites or situation where video is the best way to communicate. MORE
Life in the contact center can be rough. It’s a volatile business that relies on a perfectly blended combination of people, processes, and technologies to ensure success every single day. MORE
Does the time of the day that you sell or deal with your customers affect how much they buy or how they see your customer experience. The answer is yes, but why is this the case and what should you do about this? The post How Does Time Of Day Affect How Much We Sell? appeared first on. Podcast MORE
Workforce Management drives CX A biker friend of mine recommended a book to me called “Freedom” written by Sonny Barger – yes “that” Sonny Barger – a founding member and former Oakland Chapter President of the Hell’s Angels. MORE
Keeping up with effective authentication solutions to combat phone fraud and identify callers more efficiently is a growing challenge for contact centers around the globe. MORE
The customer journey is a great way to conceptualize the time it takes for customers to become aware of your product all the way through to shouting their praise from the rooftops. Each step the customer takes moves them closer, or further away, from your intended goal. MORE
How do you create actionable goals, from the knowledge acquired at a conference? I’ve always considered conferences to be valuable experiences that allow me to learn more about our industry, and to stay on top of trends, technology and innovation. MORE
By Francis Cyriac. Cramped in a cubicle for 9-10 hours a day, leashed to a desktop, answering calls of angry and frustrated customers, and getting paid $10/hour is not exactly a lucrative profile. While not every call center fits the description above, many do. MORE
Today’s business environment is constantly evolving, but the consumer’s expectations are as focused as ever on the fundamentals of genuine, personalized, effortless and effective service. MORE
Beyond Philosophy
SEPTEMBER 20, 2018
People do not say what they mean or, it seems, what they are thinking. If we aren’t saying what we mean, then what are the implications for our Customer Experience? Honest communication can not only improve communication, but it can also enhance workplace quality and Customer Experience.
Contact Center Pipeline
SEPTEMBER 20, 2018
“Ride our bike for 50 days; if you don’t like it, return it, no questions asked.” Cancel your subscription for those razor blades—it’s OK, we understand.” “Try
ShepHyken
SEPTEMBER 14, 2018
This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken. The modern marketplace offers many different ways to make your business and employees more productive.
Callminer
SEPTEMBER 19, 2018
The CallMiner Index UK uncovered that call centres play a pivotal role in a consumer’s decision to switch their suppliers or stay loyal. In fact, the report reveals that 68% of customers are very or extremely likely to switch suppliers if they have a bad experience with a call centre.
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Hear from independent research analyst Jon Arnold and our very own Barbara Gonzalez, VP of Global Business Consulting, on this topic as they discuss the forces driving the move to the cloud and the options for businesses when change becomes mandatory.
SharpenCX
SEPTEMBER 17, 2018
The key ingredient to a top-performing team of agents is an all-star coach. They’re the coaches who know that actionable and relevant feedback have a profound impact on their team, so they make it their priority. Yep, even above all. Read More.
Contact Center Pipeline
SEPTEMBER 19, 2018
As some folks gaze into the future, they see a world filled with smartphones where users routinely text instead of call. With that in mind, they’re reluctant to invest in voice-based technology—especially IVR—given an expectation that its days are numbered. But wait!
Call Center Coach
SEPTEMBER 17, 2018
Don’t Waste Your Money on Empathy Training! Empathy training is a waste of time and will have little to no effect on the customer experience in your contact center. If you want to build empathy skills in agents, you need to have the right mindset and take the right actions.
Beyond Philosophy
SEPTEMBER 13, 2018
I have a real problem with patience as far as my network is concerned. When the internet is slow, I throw all my toys out of the crib. It’s maddening. The good news for me is that the 5G network is coming. The bad news is that the 5G build-out is lagging behind many other countries in the U.S.,
JM Robbins & Associates
SEPTEMBER 17, 2018
Life in the contact center can be rough. It’s a volatile business that relies on a perfectly blended combination of people, processes, and technologies to ensure success every single day.
CallSource Insights
SEPTEMBER 18, 2018
Sure, call coaches help you improve phone skills – but the lingering effects can also make it well worth your time, too. If you’ve been keeping up with our blogs, you know we truly believe in the benefits of your business working with a third party call coach to improve call handler phone skills.
Contact Center Pipeline
SEPTEMBER 18, 2018
In today’s digital era, customers expect the same level of service no matter how they contact you. They don’t view your brand as a series of channels, rather they see it as one single cohesive unit.
Fonolo
SEPTEMBER 19, 2018
Tweet. As early as the 19th century, “tweet” was a charming term in the English language, evocative of the gentle vocal stylings of small birds. Now it refers to the music of a rather different beast , one that, at its loudest, can deafen and defeat businesses. Twitter, among other social platforms, has in recent years become a mighty digital megaphone for many frustrated (or conversely, happy) customers.
OctopusTech
SEPTEMBER 18, 2018
Utilizing the time of agents is currently one of the most challenging aspects of the call center industry. Often, call center supervisors can be seen distributing and redistributing resources repeatedly to different departments and operations.
Call Center Weekly
SEPTEMBER 19, 2018
How do you create actionable goals, from the knowledge acquired at a conference? I’ve always considered conferences to be valuable experiences that allow me to learn more about our industry, and to stay on top of trends, technology and innovation.
Brad Cleveland
SEPTEMBER 20, 2018
People who are new to contact centers are often surprised at how different they are compared to other work environments. The workload is so variable and timing is so critical. This is all true, so it can be helpful to better understand the nature of contact center work.
Contact Center Pipeline
SEPTEMBER 13, 2018
In the contact center, recognition for a job well done does wonders for boosting morale and motivation.
ShepHyken
SEPTEMBER 17, 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.
Fenero
SEPTEMBER 15, 2018
By Francis Cyriac. Cramped in a cubicle for 9-10 hours a day, leashed to a desktop, answering calls of angry and frustrated customers, and getting paid $10/hour is not exactly a lucrative profile. While not every call center fits the description above, many do.
Call Center Weekly
SEPTEMBER 13, 2018
Workforce Management drives CX A biker friend of mine recommended a book to me called “Freedom” written by Sonny Barger – yes “that” Sonny Barger – a founding member and former Oakland Chapter President of the Hell’s Angels.
TRUSTID
SEPTEMBER 16, 2018
Keeping up with effective authentication solutions to combat phone fraud and identify callers more efficiently is a growing challenge for contact centers around the globe.
UJET
SEPTEMBER 20, 2018
The customer journey is a great way to conceptualize the time it takes for customers to become aware of your product all the way through to shouting their praise from the rooftops. Each step the customer takes moves them closer, or further away, from your intended goal.
Bright Pattern
SEPTEMBER 20, 2018
Your Customer Relationship Management (CRM) software is powerful in its own right, but it’s not a complete contact center solution.
Return Customer
SEPTEMBER 19, 2018
As a business owner, you’re likely familiar with tools and resources for online integration. However, despite a number of options at your fingertips, many of these online tools have limitations.
CallSource Insights
SEPTEMBER 20, 2018
Each month, we sit down with a CallSource employee to get to know them and their role a bit more. Name: Kyle Klimusko. Title: Finance Manager. When did you start working for CS? I was a temp hire in 2010, and then rejoined the company in February 2014. What position did you start in?
Call Center Weekly
SEPTEMBER 17, 2018
I was recently at a business conference at a highly regarded venue. The presenter was wonderful and provided lots of strategies, techniques, and solutions for those in attendance. Participants walked away with a wealth of knowledge and takeaways ready to implement in their companies.
Branch Mesenger
SEPTEMBER 18, 2018
Here's the stories we're reading about the world of commerce, retail and work this week: ?? AI Could Create 60,000 Jobs by 2020. ?? Insta-Shopping. ?? Kodak Develops Clothing Line. ?? Higher Wages, Paid Time Off Lures Seasonal Retail Employees. ?? Noodles Announces New Maternity Leave Policy. ??
Taylor Reach Group
SEPTEMBER 18, 2018
By: John Cockerill. Recently TRG needed to hire a new social media coordinator. We decided to do initial interviews using online video via Skype. Our colleagues, vendors, and customers are often remote, traveling, on client sites or situation where video is the best way to communicate.
Robert Davis
SEPTEMBER 17, 2018
By Brad Baumunk , President and COO, Robert C. Davis and Associates. What differentiates you from your competition? In today’s world, your customer experience (or CX) matters more than ever. In your contact center, the CX starts as soon as callers dial your number and get in to your system.
Jon Arnold
SEPTEMBER 20, 2018
If you’re a card-carrying digital immigrant, the above title should grab you right away. First, the easy stuff. Just doing a shout-out for the SCTC’s annual conference , this year being held in Annapolis, MD.
The Northridge Group
SEPTEMBER 13, 2018
Today’s business environment is constantly evolving, but the consumer’s expectations are as focused as ever on the fundamentals of genuine, personalized, effortless and effective service.
Contact Center Geek
SEPTEMBER 16, 2018
Guest post from Dr. Debra Bentson We talk a lot in the Customer Experience space about how to deliver CX – I’m putting this topic on its head to share a few things about customer experience.
Brad Cleveland
SEPTEMBER 14, 2018
Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important?
UJET
SEPTEMBER 14, 2018
You're only as good as the tools in your toolbox. Contact Center
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