Envision

How Important Is Customer Loyalty?

Envision

Today’s best-in-class organizations know that delivering world-class customer service is no longer a value-add, but a must. After all, it’s impossible for a company to survive without its customers. Still, some believe that great service is just too costly, so they do the bare minimum.

Is Proactive Customer Service The New Norm?

Envision

I've recently purchased a new software application for my business. The tool has been helpful in making our team and myself more productive.

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.

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

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Make coaching in a timely manner a New Year's Resolution

Envision

Many contact centers have a goal of completing a number of quality evaluations per agent per month. What is less often talked about is the timeliness of those evaluations and how long after a call agents typically receive feedback. agent performance agent coaching contact centers call center WFO quality assurance coach Quality monitoring

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

Three Ways to Promote Transparency and Trust in the Contact Center (Part 2)

Envision

Every business leader should tell you that honesty and integrity is vital for success. In Part 1 of this series, we explored how contact center managers can promote a culture of transparency and trust via quality monitoring.

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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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.

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.

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 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.

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.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

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.

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

The Health of the Contact Center: Are You Ready for 2019?

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.

How to Disrupt Your Competition

ShepHyken

What Can You Do To Create a Better Experience For Your Customers?

ShepHyken

If you’ve ever seen one of my speaking presentations, you’ve most likely heard my story about my favorite cab driver. It is an example of excellent customer service. It’s universal—I don’t know of anyone that hasn’t been in a taxi.

Customer Service May Not Be Your First Priority, and That’s Okay

ShepHyken

Tony Hsieh is the CEO of the online shoe and clothing company, Zappos. The company’s reputation for amazing customer service is almost a cliché in the customer service world. Zappos stories have become customer service legends.

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.

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.

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance.

Winning Decisions Are Sometimes Tough Decisions

ShepHyken

I enjoy going to a baseball game. I live in St. Louis, and the fans of the St. Louis Cardinals are known throughout the sports world as being some of the best fans in all of baseball. Many fans remember Albert Pujols as one of the most skilled—not to mention beloved—members of the St.

Guest Blog: Omnichannel Customer Service – Why should you implement it in your business?

ShepHyken

This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . Your potential customers want to buy quickly and comfortably through an integrated experience.

The Customer-Free Zone

ShepHyken

There’s often a disconnect between organization leaders and customers. Leaders live in a customer-free zone where they don’t interact with customers on a daily basis and therefore don’t know what customers most desire.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Amazing Business Radio: John Rossman

ShepHyken

Think Like Amazon. Innovation from the World’s Leading Customer-Obsessed Company. Shep Hyken interviews John Rossman. They discuss John’s new book, Think Like Amazon , and how to utilize the key factors that drive Amazon’s success.

It’s Your Fault

ShepHyken

The other day I was leaving a parking lot that required me to pay on the way out. It was an automated system. I put my ticket in the slot, the machine calculated what I owed, and then asked me to insert my credit card to make the payment.

5 Top Customer Service Articles for the Week of August 19, 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. Which is Your CX Priority: Satisfied Customers or Profit?

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.

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.

Guest Blog: The Customer Experience’s Impact on Customer Churn

ShepHyken

This week we feature an article by Nick Glimsdahl who writes about how customer retention should be a priority and how to avoid losing customers. Successful companies make it a strategic priority to retain customers because they know retention has a significant impact on their bottom line.

Walking In Your Customer’s Shoes

ShepHyken

You may have heard the expression, “Take a walk in your customer’s shoes.” The idea is that you put yourself in the customer’s position and see the situation through their eyes. This is good advice for those who have customer-facing responsibilities.

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Predictive Customer Support

ShepHyken

In the old days – and even in modern times – if a customer wanted help or support, they picked up the phone and called for help. A (hopefully) friendly and competent customer service professional, also known as an agent or representative, would answer the question or resolve the problem.

Proactive Customer Support

ShepHyken

Just last week I wrote about the concept of predictive customer support. Now, we take a slightly different angle with the concept of proactive customer support. The concept is simple. The company reaches out to the customer before the customer has a chance to reach out to the company.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!