Envision

Unstructured Conversations In a Structured World

Envision

Is your Quality Monitoring program the right fit for the Knowledge Workers in your contact center? With advances in technology, previously disparate teams of Knowledge Workers are now often working together as part of a contact center that was traditionally comprised of the Task Worker. agent coaching agent performance contact centers call center quality assurance WFO coach Quality monitoring

New Years 2017 ~ Who Could Ask For Anything More

Envision

Who could ask for anything more? Patents, awards, contracts and customers! There are times when you are so grateful, you just have to shout it out and tell all your friends. This year has been especially productive and rewarding making all of us at Envision so incredibly honored and proud.

Do Your Best Agents Still Need Coaching?

Envision

No matter what type of contact center, we all have agents with different levels of tenure, skill and motivation that inevitably leads to a bell curve of agent performance and effectiveness.

Sorry to Say, but the CX Was Never What You Thought It Was

Envision

There’s no denying that every business today, regardless of size or industry, is driven by two simple words: customer experience

Onwards and Cloudwards! Explore your options for moving towards the cloud

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.

You shouldn’t have said that!  You shouldn’t have done that!

Envision

Have you ever had a coach or manager offer such helpful, or not so helpful, advice? Did it make you want to jump right in to the conversation and ask for guidance or did you, as most of us do, get defensive and try to explain your actions? agent coaching agent performance contact centers

It’s Time to Redefine the Meaning of “Jack of All Trades”

Envision

As children, we’re asked by our teachers and parents what we want to be when we grow up. As adults, however, we know the answer to this question isn’t so easy—especially in today’s working world, where it’s common for employees to wear multiple hats and balance interdepartmental responsibilities.

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Fix the Biggest "Leaks" In Your Customer Experience

Envision

Recently I ordered a product online. The experience was safe, easy, price competitive and the item wa s de livered right to my door step. It occurred to me how many things had to go right to create this great custo mer experi ence. Their website had to function well in various browsers. Their payment portal had to work properly. They needed to have my item in stock and be able to ship it by the promised date.

To Master the CX, You Must Harness the Power of Personalization

Envision

Since the beginning of time, one thing has remained the same when it comes to consumerism: we naturally gravitate towards personalized products and services. It’s why most of us would rather buy a shirt with a logo or design, verses a generic tee.

Three Ways to Promote Transparency and Trust in the Contact Center (Part 1)

Envision

We’ve all heard the age-old saying, “Honesty is the best policy.” We live in a world, however, where the truth is that honesty isn’t always promoted. Just consider the U.S. presidential candidates this election season.

Three Ways to Promote Transparency and Trust in the Contact Center (Part 3)

Envision

If you’re just checking in now, Parts 1 and 2 of this series explore specific areas where contact center managers can embrace openness and honesty with customers and employees.

Coaching Millennials: Different or Back to the Basics?

Envision

Ask any business owner and they’ll agree that the millennial generation (born between 1980 and 2000) is challenging organizations to redefine their values, internal processes, retention strategies and more.

Four Signs that Your Patient Access Team Needs WFO

Envision

Patient access teams and contact center agents have more in common than some think.

Three Reasons Why You Should NOT Renew Your WFO Software License

Envision

Since the advent of the cloud, there has been an ongoing battle between software licensing and Software as a Service (SaaS). The former involves a company signing a licensing contract that permits them to operate a physical piece of software onsite at their location.

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Gamification and Quality Monitoring: A Winning Combination

Envision

Designed to engage, encourage social connections and maximize attention levels, video games have a certain special appeal. Filled with attractive graphics, challenging levels and exciting storylines, it can be difficult to put a controller down once you’ve started playing

Make This Small Change For Big Results

Beyond Philosophy

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.

How Does Time Of Day Affect How Much We Sell?

Beyond Philosophy

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

The 3 Trends Customer Experience Professionals Can’t Afford to Ignore

Beyond Philosophy

. The Three Trends You Can’t Ignore in CX Today. As a Customer Experience professional, understanding three trends today is imperative. Without accepting these tenets, you are thwarting your success before you even begin.

Why Don’t People Say What They Mean?

Beyond Philosophy

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.

Six Critical Principles Businesses Are Ignoring – Are You?

Beyond Philosophy

A theory is great. It gets you thinking, designing and planning. However, unless you take all the theory and the work you built around it and implement it, it is entirely useless. Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. The concept of implementing the plans you make from theory is significant to me. It began back in my executive position at British Telecom.

The Real Reason Men Aren’t Eco-Friendly

Beyond Philosophy

On our Intuitive Customer podcast , Professor Ryan Hamilton and I have been talking about the ways that customers are irrational in their decision making, often focusing on things that seem irrelevant.

Guest Blog: How Live Chat Can Improve Conversion Rate For Your Business

ShepHyken

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.

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Why We Compromise. Are Your Customers Expected To?

Beyond Philosophy

When I need work done at the house, I always get three quotes. I never go with the highest or the lowest, but instead, I choose the one in the middle. This shortcut, called Extremeness Aversion, helps me make an important decision—and it helps your customers make buying decisions, too.

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Is Your Price Right? Here’s How To Check

Beyond Philosophy

Pricing is fundamental to your business. It also has an enormous influence on Customer Experience outcomes. You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience.

4 Characteristics of Best-in-Class Contact Centers

Contact Center Pipeline

What does it take to deliver standout customer service? It’s a question on the minds of many business leaders since customer experience trumps price as the number one competitive differentiator in today’s economy.

Leading Your Customer to the Right Choice

Beyond Philosophy

Choice Architecture, a principle that psychologists have studied for decades, is the concept that describes how the presentation of information affects people’s decision-making. Framing is the tone you use to present your options. How you frame the choices changes your results.

Are Your Customers About To Dump You?

Beyond Philosophy

I have had the same mobile (cell phone) company in the UK for around 25 years. However, I am about to leave them—and they don’t know it. With my imminent departure on the horizon, I wondered how do organizations avoid customer defection?

How Do You Keep Up With Customer Expectations?

Beyond Philosophy

Have you been to the Congo? If not, can you describe the weather? How about the vegetation? Now tell me why you thought that? Did you see a movie or read a book about the Congo? Did you travel to a nearby country and guess that the Congo was probably a similar experience?

How To Measure Customer Emotions

Beyond Philosophy

How do we measure a feeling? What emotions should we be measuring? Where and when should we be measuring them? Colin and Ryan discuss what is best practice and what you should be doing. The post How To Measure Customer Emotions appeared first on. Podcast

Getting Customers To Buy From You Habitually

Beyond Philosophy

We all have habits. Some of them aren’t very good habits, either. But we have them, nonetheless. Many of them form without our awareness. We have habits as customers, too, and habits are powerful things, especially for Customer Experiences.

Hidden CX: Why It’s Critical For Your Business

Beyond Philosophy

Businesses are in a rut. Speed, efficiency and convenience are all rational factors companies focus on when they think about customer experience. But good experience isn’t that simple. It involves more than you think.

How Telecom Can Set Themselves Up to Fail at CX at 5G Speeds

Beyond Philosophy

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.,

How To Harness Customers Unseen Behavior

Beyond Philosophy

Each of us has a time when we decide and a time when we act. Once we act, we pass the point of no return on our decision. In other words, once we take action on a decision, we are less likely to change our decision—even when we run into challenges. It’s all a matter of mindset.

Are You Making The Right Decisions?

Beyond Philosophy

Can you tell me the average length of a rain poncho without Googling or asking Alexa? Don’t worry, few people can. Nonetheless, it is a critical piece of information when you want to buy a rain poncho and need to choose a size.

Onward and Upward… Or So the Saying Goes

Contact Center Pipeline

According to thefreedictionary.com, “onward and upward” is an expression that is defined as “something that you say in order to encourage someone to forget an unpleasant experience or failure and to think about the future instead.” Ah, the future!

Are You Destined To Be CEO?

Beyond Philosophy

Popular belief has long held that oldest children are responsible, high achievers. And recent social science research indicates that this trait extends to their careers.

Amazing! The Feelings That Drive An Economy Might Surprise You!

Beyond Philosophy

Consumer confidence is a funny thing. It is little more than a feeling, and yet it drives millions of dollars in business—especially around this time of year. A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly.

UK Scores Fall Whilst U.S. Rise – What’s The Problem?

Beyond Philosophy

Every time I go back to the UK I feel like I took a step back in time. The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up.

Wells Fargo: They Should Do This

Beyond Philosophy

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust.

Are You A Complainer Or A Realist?

Beyond Philosophy

A difference exists between what people say they will do and what people do. People say they want salads in theme parks but order hamburgers. People say they want to save the planet but then ignore the recycling bin.

How We make Decisions – Prospect Theory

Beyond Philosophy

Prospect Theory is the name of the concept developed by Nobel-prize winning professor Daniel Kahneman and Amos Tversky, who were the “Godfathers of modern decision science.” It describes the hidden influences that exist that drive our behavior—and they aren’t what you think.

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Revealing the Remarkable Secret to Building Customer Loyalty

Beyond Philosophy

Do you believe it is the Customer Experience you provide that makes customers loyal? If you do, I am sorry to be the one to inform you that you are wrong. I have been a global Customer Experience consultant for fifteen years, since before Customer Experience was even a thing.

The Secret to Training Seasonal Agents

Contact Center Pipeline

“They are just temps,” said one contact center manager describing his seasonal agents. They will be gone in a couple of months!” That condescending attitude was reflected in the seasonal team’s environment. They were crammed into an abandoned conference room filled with computers, phones and wires.