Serenova

Tales of Two Contact Centers: Real-Life Stories of Cloud Migrations

Serenova

While the number of contact centers migrating from traditional on-premises solutions to contact center-as-a-service (CCaaS) steadily increases, contact centers still exploring cloud options are considering their potential moves carefully.

Why Every Contact Center Leader Needs a Mentor (or Several)

Serenova

There is a school of thought that the difference between good leaders and great ones is an appetite for learning. Warren Buffet’s 500-page-a-day reading habit is a good example.

Enterprise Connect 2019: Voices from the Exhibit Floor

Serenova

If you were among the 6,500+ people who attended Enterprise Connect 2019, or have been reading about its insights, developments and announcements, you know there was much to digest from this year’s action- and information-packed week in Orlando.

Investing in Your Contact Center: 3 Steps for Building a Strong Business Case for Finance

Serenova

If you’re like many contact center leaders, you don’t give financial presentations often. In fact, you may only do it once a year around budget time. And, as a result, you may not be completely comfortable delivering high-stakes pitches to your finance team.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

Contact Centers: It’s Your Moment of Truth (Infographic)

Serenova

Reports that businesses are not delivering on their promise of an exceptional—or even a good—customer experience is not new. What is new is that customer demands and expectations have changed due to today’s digital transformation.

Beginning to Explore Cloud Contact Center Solutions? Here’s a Good Place to Start

Serenova

For some technology solutions (customer relationship management (CRM), for example) the cloud is now the de facto standard. Its rise, however, did not happen overnight. In her recent research, Migrating to a Cloud Contact Center: Tales from the Far Side , customer experience industry analyst Sheila McGee-Smith points out that for contact centers, the move to the cloud has been slow compared to many other industries.

Cloud Contact Center Architecture: Why Microservices Matter

Serenova

As customer demands continue to evolve, it is no longer a surprise the impact that it can have on your organization’s bottom-line if you are too slow to respond. All businesses—no matter what industry—must strive to deliver the ideal customer experience.

Why Is the Cloud Still the “Far Side?”

Serenova

I’ve been in the software, telecom and contact center space for most of my career. One of the most surprising things I’ve found over time is that the cloud is still a new concept for many who manage and operate contact centers.

5 Tips for Better Customer Interactions in the 2019 Experience Economy (Infographic)

Serenova

It’s been 20 years since James H. Gilmore and B. Joseph Pine coined the term Experience Economy to describe the shifting consumer appetite from commoditized products and services to complete brand experiences.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

How to Engage Your Millennial and Gen Z Contact Center Agents

Serenova

Every generation comes with its own preferences and habits. Millennials and Gen Z are no different. For years, contact center agents were largely run by Baby Boomer and Gen X agents. Accordingly, processes were created to best suit them. However, as many contact center managers know, those same processes may not work for their Millennial (born between 1981 and 1996) and Gen Z (born in 1997 and later) counterparts. These two generations now make up a growing proportion of contact center agents.

Hosted vs. CCaaS: Baby Step or Waste of Time?

Serenova

Earlier this year, I had the pleasure of speaking to several Serenova customers about the different paths each had taken to a contact center-as-a-service (CCaaS) solution. The story of one company, a global food manufacturer we will refer to here as GFood, I found particularly informative. For about ten years, GFood had operated a premises-based unified communications system from one leading vendor and a contact center platform, also premises-based, from a similarly leading provider.

For Those Still on the Fence: A Few More Reasons to Attend Enterprise Connect 2019

Serenova

In my last post, I shared 10 Reasons to Attend 2019 Enterprise Connect. But I’m guessing there are more than a few of you out there who may still be on the fence about it. Or maybe you were planning to go but are now considering shortening your trip because you’re concerned about being away from the office for several days. For anyone I haven’t yet convinced, here are a few more reasons to attend one of the biggest—and most important— contact center events of the year.

10 Reasons to Attend 2019 Enterprise Connect

Serenova

Recently, we collaborated with Serenova’s VP of Customer Success, Jen Jackson, on the e-book, 5 Critical Actions for Successful Contact Center Leaders. In it, Jen, a former contact center executive, shares actional professional development tips gleaned from her successful career. Jen’s insights inspired me to consider my own professional development goals. I tend to devour new ideas and love the spark I feel when I learn something new.

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.

Meet Serenova at Channel Partners Conference & Expo 2019

Serenova

Next week, I’m heading to my third Channel Partners Conference & Expo with Serenova. As you might imagine, as VP of Channels in North America, I get to quite a few events in the partner community on behalf of Serenova. And while they are always enjoyable, I particularly look forward to this one.

How to Disrupt Your Competition

ShepHyken

The Customer Is Angry – And, It’s Not Your Fault

ShepHyken

Imagine this. The customer on the phone – or in person – is raging mad. You can hear it in their voice – or see it in their eyes. You brace yourself. You’re ready to take the lashing this customer is about to give you. You know you personally did nothing to offend and upset this customer.

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.

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.

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.

Amazing Business Radio: Nicolaj Sigglekow & Christian Terwiesch

ShepHyken

Connected Strategy. Predicting Your Customers’ Wants and Needs to Create an Exceptional Customer Experience (CX). Shep Hyken interviews Wharton School professors Nicolaj Siggelkow and Christian Terwiesch.

What’s Your Customer’s Panic Question?

Myra Golden Media

After six weeks in the hospital, we got the news that Dad would be released and that he would go to a rehab center eight miles away. Mom called me frantic, “He’s so weak, I have no idea how I’ll get your dad into the car to take him to rehab.”.

Three Ways To Fix the Escalation Problem

Myra Golden Media

Escalated calls are frustrating for everybody – the employee who knows she could’ve done the exact same thing the supervisor did, the supervisor whose hair is on fire, and for the customer who has lost time. It’s time to fix the escalation problem.

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.

Being the Bearer of Bad News

ShepHyken

It’s never fun to share bad news with a customer. Many people are scared to be the bearer of bad news. There are plenty of examples of bad news – an order didn’t ship, something was damaged, a deadline is not going to be met, etc.

Customer Service and CX Lessons from Three Iconic Brands

ShepHyken

I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between people throughout the buying process or when there is a problem.

The Power of a Smile

ShepHyken

“Smile and the world smiles with you.” That is part of a longer quote attributed to Stanley Gordon West. It became the topic of conversation while on a New York subway with my daughter, Alex, when I noticed her smile at someone who, in turn, smiled back.

Guest Blog: Thank Your Customer With Actions Not Words

ShepHyken

This week we feature an article by Ashwini Dave who writes about how important it is to show your customer’s appreciation in order to retain their loyalty. Organizations are irrelevant without customers. They are the major reason why you are in business.

CRM 236

How to Improve Customer Experience in an Era of Choice

Customer experience is quickly becoming the de facto differentiator between successful businesses and the ones that fail. Download this ebook to learn how some of the largest companies in the world are driving better customer experiences.

Don’t Be Lazy – Go the Extra… Inch!

ShepHyken

The other night my wife and I met three other couples for dinner at a nice restaurant. The food was great, but the service ended on a sour note. Our server got lazy.

How to Prepare Your Employees to Get An Angry Customer to Back Down

Myra Golden Media

Imagine your newest and most timid employee’s next call is from an irate customer. The customer is ranting so loudly that the person across from her can hear his voice. But your employee is calm and confident. She’s saying things like, “Umm…hmm,” “I see….”

Nobody Goes There Anymore… It’s Too Crowded

ShepHyken

The other day I was driving by a Chick-fil-A restaurant at lunchtime. I was blown away by how many people were in the drive-through lane. There had to be at least 20 cars. I thought to myself, “That’s a long line. You really have to love Chick-fil-A to brave that line at lunchtime.”.

Amazing Business Radio: Jill Nelson

ShepHyken

Being Human in a Technology-Driven World. Why Connections Matter More Than Ever. Shep Hyken interviews Jill Nelson. They discuss her company, Ruby Receptionists , and how to use both technology and humanity to deliver an amazing customer experience.

4 Steps to Developing Your Customer Care Strategy

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.

Leadership Sets the Tone of the Culture

ShepHyken

One of our Shepard Letter subscribers, who asked to remain anonymous, recently shared a story worth telling. To protect him from the backlash he’s concerned about, we’ll change his name to “protect the innocent,” as the saying goes, just in case someone from his company reads this.

Guest Blog: What is Outsourced Customer Support and Why Do You Need it

ShepHyken

This week we feature an article by Costi Teleman who writes about the importance of excellent customer support and what to look for when outsourcing your support team.

Why You Must Create and Sustain a Customer-Centric Culture

Beyond Philosophy

Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric.

Guest Blog: Why Convenience is a Key Differentiator in CX

ShepHyken

This week we feature an article by Jaime Bailey who writes about how important convenience has become to the customer experience and how it is a necessity for providing a competitive edge in today’s marketplace. .

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.