INDUSTRY INSIGHTS YOUR PEERS ARE READING
Which experience does your call center offer customers, omnichannel or multichannel? Do you know the difference? My latest article for Nearshore Americas — Are You Sure Your Customers Are Getting an Omnichannel Experience? explains the differences. 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. 7 Powerful Customer Service Phrases You Need to Use by Josh Carlyle. MORE
It stands to reason that the more satisfied the customer, the higher the CSAT score and the more profitable the business. That’s the premise behind my latest article at Nearshore Americas. Getting customers to spend more is not the only reason to increase CSAT, however: customer loyalty is another. “CSAT Scores are a primary indicator […] The post Increase CSAT Scores & Improve ROI appeared first on Transparent BPO. MORE
It’s no surprise to anyone in the contact center industry that customer expectations of service have changed thanks to advancements in technology , such as artificial intelligence, chatbots, and automation. But those aren’t the only catalysts for change. MORE
The advent of artificial intelligence, chatbots, and automation is changing the customer service landscape. Through them, people can get their basic business needs taken care of without ever speaking to a human. More complex, higher order interactions, however, still require contact center agents, and the customer expects more of the agent’s skill set as a […] The post Training Contact Center Agents to Display Empathy: Nature or Nurture? appeared first on Transparent BPO. MORE
brands are out of touch with their customers’ needs says Forrester’s Customer Experience Index, recently released. The result is a “dangerous gap” in consumers’ sense of emotional engagement, connection, and loyalty. “We MORE
As a call center, we are a transactional business. Everything we do is a transaction. Whether it comes in the form of a phone call, web chat, email response, or even data entry, it’s all a touchpoint with a customer. MORE
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. 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
This post is the second in a 2-part series by Pat Ricken, Director of Training, QA, and Leadership Development, on our process for call center agent training. You can view part 1 here. Too often, contact centers only conduct agent training on the front-end. MORE
There are many reasons to retain good contact center agents. For one, they result in higher performance metrics, such as AHT, FCR, and CSAT. Engaged employees also stay longer, reducing attrition and the costs associated with it. MORE
The Philippines has worn the offshore outsourcing crown for years, having claimed it from India in 2012. The country’s BPO sector is so strong the LA Times called it the “call center capital of the world.” MORE
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. MORE
The end goal of any contact center is to provide outstanding service to its clients and their customers. That starts at the agent level based on their interactions with customers and the ability to take care of the customer’s needs professionally and efficiently. MORE
When you can’t tell your customer exactly what they want to hear, maintaining a sense of rapport can be challenging. But it’s possible to give your customer lousy news with empathy and a positive slant. MORE
Words are powerful. The right words spoken by a skilled contact center agent are not only powerful but persuasive as well. MORE
If you are a U.S. company that is considering outsourcing your customer service, sales, or support call center, nearshore outsourcing is a much safer bet than offshoring. MORE
The call center industry continues to expand globally as companies seek to balance labor availability, labor costs, geopolitical stability, and business climate says the Site Selection Group (SSG) in its latest location trend report, which identified regions showing the highest rates of growth. MORE
November 30 marked the end of the 2018 Atlantic basin hurricane season. Eight storms were recorded with two — Florence and Michael — considered major. How did Belize fare? MORE
In the world of boxing, the fighter must have the ability to take a punch. They have to endure or ignore the pain. They get used it. It hardly bothers them. It’s part of the job. But what does this have to do with customer service? MORE
I recall my first day of being a team leader of a remote monitoring team. I was extremely excited about the promotion and opportunity but remember the anxiety and thoughts of “no one told me how to do this properly.” MORE
Finding a quality, affordable outsourced contact center partner can be hard. There are many factors to consider, including site location, company culture, the technology in use, price, quality, and more. Certainly, you want to find the partner that is the right fit for your business needs. MORE
You’ve probably heard of Nashville Hot Chicken. Plenty of places in the Music City serve it, and you can try it while attending CCW Winter in Nashville later this week. Want to guess what beverage pairs well with hot chicken? Champagne. That’s right. MORE
The low U.S. unemployment rate, currently four percent, tends to have a detrimental effect on employee retention, especially among low wage, entry-level positions, such as those found in contact centers. In those cases, turnover rates spike as competition for labor increases. MORE
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. MORE
Editor’s note: This post is the first of a 4-part series addressing factors that contribute to outbound lead generation and customer acquisition success. We plan to publish parts 2-4 monthly. MORE
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. MORE
The IT network, where the processing of sensitive data is done, and calls are being answered and initiated, is a crucial part of a contact center’s customers’ business model. MORE
In the two previous posts in this series, I talked about the need to hire the right agents for the outbound role, train them well, and prepare them to deliver the right messaging to your prospects — all critical elements to generating strong conversion rates. MORE
A new report from NewVoiceMedia, a cloud contact center technology provider, says that poor customer service is costing businesses more than $75 billion a year — a $13 billion increase from 2016. MORE
Consumer satisfaction with contact centers is down, says a report from CFI Group. In its Contact Center Satisfaction Index (CCSI) 2019, market research firm CFI Group states that contact center satisfaction has seen a decline across multiple industries for the past few years. MORE
My latest article at Nearshore Americas consists of an interview I conducted with Christopher J. Muñiz, Vice President of Service Delivery and Network Support at Beachbody in Santa Monica, Calif. — an experienced buyer of BPO services. MORE
Transparent BPO
JUNE 19, 2019
It’s no surprise to anyone in the contact center industry that customer expectations of service have changed thanks to advancements in technology , such as artificial intelligence, chatbots, and automation. But those aren’t the only catalysts for change.
Transparent BPO
MAY 21, 2019
The IT network, where the processing of sensitive data is done, and calls are being answered and initiated, is a crucial part of a contact center’s customers’ business model.
Transparent BPO
JUNE 6, 2019
Consumer satisfaction with contact centers is down, says a report from CFI Group. In its Contact Center Satisfaction Index (CCSI) 2019, market research firm CFI Group states that contact center satisfaction has seen a decline across multiple industries for the past few years.
Transparent BPO
MAY 9, 2019
Finding a quality, affordable outsourced contact center partner can be hard. There are many factors to consider, including site location, company culture, the technology in use, price, quality, and more. Certainly, you want to find the partner that is the right fit for your business needs.
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A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.
Transparent BPO
APRIL 11, 2019
In the two previous posts in this series, I talked about the need to hire the right agents for the outbound role, train them well, and prepare them to deliver the right messaging to your prospects — all critical elements to generating strong conversion rates.
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Transparent BPO
FEBRUARY 11, 2019
The low U.S. unemployment rate, currently four percent, tends to have a detrimental effect on employee retention, especially among low wage, entry-level positions, such as those found in contact centers. In those cases, turnover rates spike as competition for labor increases.
Transparent BPO
JANUARY 14, 2019
You’ve probably heard of Nashville Hot Chicken. Plenty of places in the Music City serve it, and you can try it while attending CCW Winter in Nashville later this week. Want to guess what beverage pairs well with hot chicken? Champagne. That’s right.
Transparent BPO
NOVEMBER 9, 2018
The end goal of any contact center is to provide outstanding service to its clients and their customers. That starts at the agent level based on their interactions with customers and the ability to take care of the customer’s needs professionally and efficiently.
Transparent BPO
MARCH 26, 2019
The call center industry continues to expand globally as companies seek to balance labor availability, labor costs, geopolitical stability, and business climate says the Site Selection Group (SSG) in its latest location trend report, which identified regions showing the highest rates of growth.
Advertiser: Skilljar
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.
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Transparent BPO
APRIL 25, 2019
The advent of artificial intelligence, chatbots, and automation is changing the customer service landscape. Through them, people can get their basic business needs taken care of without ever speaking to a human. More complex, higher order interactions, however, still require contact center agents, and the customer expects more of the agent’s skill set as a […] The post Training Contact Center Agents to Display Empathy: Nature or Nurture? appeared first on Transparent BPO.
Transparent BPO
NOVEMBER 15, 2018
There are many reasons to retain good contact center agents. For one, they result in higher performance metrics, such as AHT, FCR, and CSAT. Engaged employees also stay longer, reducing attrition and the costs associated with it.
Transparent BPO
DECEMBER 12, 2018
brands are out of touch with their customers’ needs says Forrester’s Customer Experience Index, recently released. The result is a “dangerous gap” in consumers’ sense of emotional engagement, connection, and loyalty. “We
Transparent BPO
NOVEMBER 29, 2018
Words are powerful. The right words spoken by a skilled contact center agent are not only powerful but persuasive as well.
Advertiser: Interactions LLC
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.
Transparent BPO
OCTOBER 8, 2018
This post is the second in a 2-part series by Pat Ricken, Director of Training, QA, and Leadership Development, on our process for call center agent training. You can view part 1 here. Too often, contact centers only conduct agent training on the front-end.
Transparent BPO
SEPTEMBER 18, 2018
I recall my first day of being a team leader of a remote monitoring team. I was extremely excited about the promotion and opportunity but remember the anxiety and thoughts of “no one told me how to do this properly.”
Transparent BPO
DECEMBER 4, 2018
November 30 marked the end of the 2018 Atlantic basin hurricane season. Eight storms were recorded with two — Florence and Michael — considered major. How did Belize fare?
Transparent BPO
NOVEMBER 1, 2018
If you are a U.S. company that is considering outsourcing your customer service, sales, or support call center, nearshore outsourcing is a much safer bet than offshoring.
Speaker: Diego Lo Giudice and Chad Hendren
With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.
Transparent BPO
AUGUST 28, 2018
As a call center, we are a transactional business. Everything we do is a transaction. Whether it comes in the form of a phone call, web chat, email response, or even data entry, it’s all a touchpoint with a customer.
Transparent BPO
SEPTEMBER 4, 2018
My latest article at Nearshore Americas consists of an interview I conducted with Christopher J. Muñiz, Vice President of Service Delivery and Network Support at Beachbody in Santa Monica, Calif. — an experienced buyer of BPO services.
Transparent BPO
OCTOBER 2, 2018
Editor’s note: This post is the first of a 4-part series addressing factors that contribute to outbound lead generation and customer acquisition success. We plan to publish parts 2-4 monthly.
Transparent BPO
SEPTEMBER 11, 2018
A new report from NewVoiceMedia, a cloud contact center technology provider, says that poor customer service is costing businesses more than $75 billion a year — a $13 billion increase from 2016.
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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!
Transparent BPO
AUGUST 7, 2018
Which experience does your call center offer customers, omnichannel or multichannel? Do you know the difference? My latest article for Nearshore Americas — Are You Sure Your Customers Are Getting an Omnichannel Experience? explains the differences.
Transparent BPO
AUGUST 21, 2018
It stands to reason that the more satisfied the customer, the higher the CSAT score and the more profitable the business. That’s the premise behind my latest article at Nearshore Americas. Getting customers to spend more is not the only reason to increase CSAT, however: customer loyalty is another. “CSAT Scores are a primary indicator […] The post Increase CSAT Scores & Improve ROI appeared first on Transparent BPO.
ShepHyken
JUNE 5, 2019
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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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.
Callminer
OCTOBER 11, 2018
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.
ShepHyken
JUNE 12, 2019
In the world of boxing, the fighter must have the ability to take a punch. They have to endure or ignore the pain. They get used it. It hardly bothers them. It’s part of the job. But what does this have to do with customer service?
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.
ShepHyken
MAY 22, 2019
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.
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.
ShepHyken
JUNE 14, 2019
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.
Myra Golden Media
JUNE 14, 2019
When you can’t tell your customer exactly what they want to hear, maintaining a sense of rapport can be challenging. But it’s possible to give your customer lousy news with empathy and a positive slant.
ShepHyken
JUNE 18, 2019
Does a Bad Customer Experience (CX) Really Matter? Learning to Ask the Questions That Matter the Most. Shep Hyken interviews Mary Drumond.
ShepHyken
JUNE 17, 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. 7 Powerful Customer Service Phrases You Need to Use by Josh Carlyle.
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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.
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