Callminer

MAY 29, 2019

According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. Even with 21% saying they were looking to implement a solution this year, this is leaving a lot of customer and agent insight data wasting away.Below are four ways that your call recordings can be used to better your agents, customers and company to contact center performance.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

ProProfs Blog

MAY 30, 2019

Customer success is not just an alternative buzzword for customer service. Rather it indicates that your business is fulfilling the key objective of delivering excellent customer support. Your brand should be able to engage your customers and help them throughout their journey of buying a product or service. Your customers should not feel the need to move away to your competitor because they found your customer care operators to be inefficient or your support mechanism to be weak.

Employee engagement 110

Employee engagement Journey mapping Customer Support Feedback 110

Mindtouch

MAY 29, 2019

Conversations about customer experience can be so … squishy. I regularly hear talk in leadership circles about being customer-centric and an “outside in” approach. To be fair, many leaders genuinely care about CX. But do we really understand what “the perfect customer” is and how we would know one when we see them? When you start to think about all of the possible attributes of these customers, you quickly realize these customers are groomed and nurtured—they don’t just fall out of the sky fully

Customer centricity 48

Customer centricity Feedback Upselling Education 48

Beyond Philosophy

MAY 31, 2019

I enjoy fishing. When I need a new lure, I go to Discount Tackle on First Street in Bradenton, Florida. When I go in, we have a chat and a laugh. However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it. Economists say the reason I go back to Discount Tackle is that I remember it was a great experience.

Scripts 382

Scripts Customer Experience Consulting Consulting 382

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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.

Contact Center

ShepHyken

MAY 28, 2019

Creating a Friction-Aware Culture. Changing Friction to Deliver a Better Customer Experience. Shep Hyken interviews Roger Dooley. They discuss his new book, Friction: The Untapped Force That Can Be Your Most Powerful Advantage , and how it applies to the customer experience. The Interview with Roger Dooley: Friction is “any unnecessary expenditure of effort to accomplish a task.

Consulting 323

Consulting Consulting Customer Experience Sales 323

Contact Center Pipeline

MAY 28, 2019

Although there is some difference of opinion about exactly what the term “work-life balance” means, Dolly Parton, in her classic comedy “9 to 5,” gave a great definition of what it is not: Workin’ 9 to 5, what a way to make a livin’ Barely gettin’ by, it’s all takin’ and no givin’ They just […].

Contact Center 191

Contact Center Call Center 191

Beyond Philosophy

MAY 31, 2019

Uncertainty influences a lot of our customer behavior. We buy products to reduce the risk in our lives, like insurance. Insurance buys us peace of mind if something bad happens to us or our property. We also buy lottery tickets because, well, someone has to win, right? The fact is we are not fantastic and predicting the likelihood of unlikely events in our lives.

Customer Experience 318

Customer Experience Consulting Consulting Benchmark 318

ShepHyken

MAY 31, 2019

This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. If we were to inquire as to the last time you had an exceptional experience as a customer it wouldn’t likely take you long to describe the lasting impression made upon you by a brand and how pleased you were with the outcome.

Customer Experience 310

Customer Experience Feedback Construction Personalization 310

Callminer

MAY 27, 2019

By leveraging a Voice of the Customer analytics solution, you’ll combine insights from surveys, email, phone, and chat for a comprehensive picture of your customers.

Surveys 207

Surveys Analytics 207

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Cloud contact

Steve DiGioia

MAY 27, 2019

Be prepared; that’s their motto. Be prepared with a rope when you’re hiking, or with a first aid kit and canteen when out in the woods. That’s the stuff they taught us when I was a scout many years ago. But their motto really stands for “always in a state of readiness in mind and body to do your DUTY” We customer service leaders can learn from their motto because there are at least 33 ways the Boy Scouts can improve your customer service.

Customer Service 184

Customer Service Accountability 184

Beyond Philosophy

MAY 31, 2019

Why Are We Scared of New Technology? We have some exciting new technology for CX. Facial recognition technology and facial expression analysis yield some new and exciting data about how customers feel during a Customer Experience. The only problem is that many people find it creepy. This episode of The Intuitive Customer asks the question Why Are We Scared of New Technology?

Technology 239

Technology Transportation Consulting Consulting 239

ShepHyken

MAY 29, 2019

The sun always rises tomorrow! The other day my friend and one of our avid Shepard Letter readers, Doug Schukar, shared this quote he heard over and over from his father growing up. I knew Doug’s father, the late and great Buzzie Schukar, a larger-than-life man who loved life and always had good advice. “The sun always rises tomorrow” is exactly the kind of advice Buzzie would espouse to his son – and his friends.

Customer Service 301

Customer Service Personalization 301

CX Accelerator

MAY 28, 2019

There is no place in the world I’d rather work than in Customer Service. That being said.it’s very, well, hard. There are days when it seems like every problem across the business rolls directly downhill to us. On a good day, we are working to resolve customer inquiries as quickly and effectively as we can. On a bad day, we are just trying to survive!

Journey mapping 140

Journey mapping Contact Center Sales Customer Service 140

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Contact Center

Contact Center Pipeline

MAY 30, 2019

May is generally an event-loaded month for the industry. It’s also a time when blog readership spikes. This month, we saw a great deal of interest in a mix of topics from familiar management challenges like frontline coaching and attrition, to a look at how speech analytics’ can tackle long-time contact center pain points, to […].

Coaching 124

Coaching Contact Center Analytics Management 124

Myra Golden Media

MAY 29, 2019

In this webinar, I’ll give you six keys for de-escalation you’ll use to train and coach your employees. I’ll walk you through how to reframe conversations, so customers don’t get worked up while venting. And, I’ll show you how to use Verbal Aikido to get most any angry customer to back down. On Friday, May 31st at 1:00 pm ET I’m facilitating a webinar training to help you prepare your employees to get any angry customer to back down.

Coaching 120

Coaching 120

ShepHyken

MAY 27, 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. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. (Forbes) With a $800-million-dollar investment in technology, fulfillment and logistics, Amazon one-day shipping is now standard for Prime members, the race for customer lo

Journey mapping 280

Journey mapping Customer Service Employee engagement Morale 280

HelpCrunch

MAY 29, 2019

Customer Service 103

Customer Service 103

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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.

Contact Center

Contact Center Pipeline

MAY 29, 2019

Improving service quality and performance is a never-ending quest for contact centers. The quality management process, once mostly carried out post-call for management and agents, has evolved into a real-time activity that is a vital part of a proactive strategy for continuous improvement. Ideally, training and quality assurance should work hand-in-hand to ensure that frontline […].

Quality management 124

Quality management Contact Center Management Call Center 124

Joe Rawlinson

MAY 29, 2019

E-commerce is the fastest growing retail channel and is expected to become surpass grocery retail by 2022. Shopping habits have changed drastically over the past decade, and today, people are comfortable buying almost anything online because of just how convenient, affordable, and safe it has become. But while there are certainly plenty of opportunities for those that want to start an e-commerce business, success isn’t a given.

Sales 102

Sales Upselling Marketing Customer Support 102

ProProfs Blog

MAY 31, 2019

Loyalty goes a long way in defining and building relationships between people. Be it our personal relationships or even the relationship we have with the customers. For a business organization, having a loyal customer base is essential for success. Why? Because: Keeping an existing customer costs up to five times less than winning a new one. Increasing customer retention by just 5% boosts your profits by 25-95%. 20% of customers are typically responsible for 80% of a company’s revenue. # How to

Customer retention 99

Customer retention Metrics Surveys Airlines 99

Ansafone

MAY 29, 2019

A busy call center can be a high-pressure work environment for employees. Unfortunately, this issue along with others can lead to a high level of call agent attrition. It can be difficult and costly for a company to continually hire and train employees who don’t remain at the company for more than a few months. … Ten Ways to Engage Employees and Reduce Call Center Agent Attrition Read More ».

Call Center 90

Call Center Contact Center outsourcing 90

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UJET

MAY 29, 2019

When was the last time you were happy with customer service? You visit the company website and search the “Contact Us” page which offers little to no actual helpful information. You find a phone number and call, only to sit through countless automated options attempting to identify your problem.

Customer Service 86

Customer Service Customer Support 86

kommunicate

MAY 29, 2019

There are numerous posts about developing a chatbot using Dialogflow. But creating chatbot isn’t enough. Connecting Dialogflow to the web interface is even more interesting and challenging. With Angular being a popular and emerging platform, here is our guide to integrate Dialogflow chatbot with Angular JS. In our quest to simplify chatbot integration with different [.].

Chatbots 85

Chatbots 85

RapportBoost

MAY 27, 2019

Chat scripts are a handy tool, especially for chat agents who find themselves often responding to related customer inquiries. Saving pre-formulated responses allow live chat agents to shorten response times, cut down on repetitive typing, and prevent sneaky typos that arise in tandem with chat volume. Chat scripts, or canned responses, help companies ensure quality control, implement precise language for optimal results, and increase customer happiness.

Scripts 80

Scripts Benchmark Customer Support Chatbots 80

Ansafone

MAY 29, 2019

The insurance industry has made great strides in keeping pace with the rapidly changing marketplace. The trends transforming the industry today include customer centricity and emotional relationships. Quickly evolving customer service expectations and the use of data and analytics to capture holistic customer views is informing the push toward customer centricity.

Customer centricity 80

Customer centricity Contact Center Analytics Business Process Outsourcing 80

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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.

Wait times

Talkdesk

MAY 31, 2019

One of the common questions we’re asked at Talkdesk is what the difference is between our enterprise cloud contact center and nascent products, such as those offered by Twilio and Amazon, that tout themselves as “programmable platforms”. The answer is that it’s an apples to oranges comparison. We really don’t come across these programmable platforms because we’re selling to a different audience.

Contact Center 80

Contact Center contact center solutions Cloud contact Enterprise 80

Calabrio

MAY 28, 2019

At Calabrio we take a customer-first approach in everything we do. From our corporate culture to our business practices, it’s always our goal to make our nearly 5,000 global customers feel like one-in-a-million. Today, our customers have made us feel like one-in-a-million. The Calabrio team is excited to announce we have been recognized as the only May 2019 Gartner Peer Insights Customers’ Choice for Workforce Engagement Management (WEM).

Management 79

Management Finance Call Center Customer Care 79

Concentrix

MAY 31, 2019

The post Concentrix PH Declared Outstanding Employer in 2019 PEZA Investors’ Recognition Night appeared first on Concentrix.

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