INDUSTRY INSIGHTS YOUR PEERS ARE READING
Contact centers have a critical role in facilitating sales between enterprises and customers by securely processing credit card payments on the telephone. However, the processing of credit card payments in the contact center presents a number of fraud issues to be addressed. MORE
Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . Customer service diminishes. MORE
Passion Drives Outcomes that Serve Clients, Help Customers, and Produce Excellence Quick question: what word resonates with you more, passionate or dispassionate? Dispassion does … Passionate Contact Center Agents Produce Exceptional Results Read More ». MORE
When you picture customer service training, what key elements come to mind? Furthermore, it’s likely that in a world where customer contacts are constantly flowing in, taking large groups of agents out of the center for ongoing training is out of the question. MORE
If you read the media hype about chatbots, you might get worried thinking that Artificial Intelligence will cause widespread contact center extinction. You need to focus on making your chatbot contact center smart. Is your chatbot contact center smart? MORE
7 Tips for Creating A Contact Center that Fuels Transformation. Being a contact center leader has become more important in business transformation than being a CEO. After all, if you are going to transform, your outcome must be to be more customer-centric. MORE
When it comes to trying to figure out the contact center communications cloud landscape, the fog began to lift for me somewhat at Call Center Week. End Finger Pointing in the Contact Center Communication Cloud Click to Tweet. Some contact center tech terms to know. MORE
In our mid-year look at five“hot” topics that have been garnering much attention recently, our last post offered insights into why employee engagement is so critical to modern contact centers. MORE
Top Customer Service Influencers Give Top Customer Service Tips. Recently Fit Small Business asked a group of the top customer service influencers about their top customer service tips. What was my top customer service tip? MORE
12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. MORE
These days, customers are savvier than ever. Thanks to social media platforms, customers wield more power than ever before. This can place a great deal of pressure on call center agents, so companies must find ways to keep their morale high. Surprise and Shout-Out to Customers. MORE
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. MORE
Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact Center, Customer Service and Customer Experience Professionals together in person and virtually. MORE
As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how customer service representatives are utilized, trained and even compensated. MORE
This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Contact center professionals? MORE
Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. How to Set a Winning Service Level. MORE
With global online purchasing easier to accommodate, and businesses expanding into new geographies, one can naturally expect a surge in non-English speaking customers. How does a contact center without a formal multilingual support system handle non-English calls? MORE
To be a successful Contact Center Manager, you must be able identify and forecast the needs of your campaign/project(s) which at times can be uncertain. MORE
Service innovation has for years been a central part of my consulting practice, especially those industries with excessive customer contact: hotels, banks, hospitals, retail stores and call centers. If the innovation spotlight was put on a call or contact center, what would be the outcome. On the inside, call center leaders are focusing on the means—IVR, CRM, CTI, AHT, UCD, ACD and ASA. Customers hope for untidy and inefficient personalization. MORE
Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 Social Customer Care call center contact center social customer service user experience MORE
Samantha (not her real name) sat across from me in our small contact center. Not a week went by that she didn’t shed tears after hanging up the phone with a customer. Maybe the angry words of a customer, frustrated about their own situation, would trigger a response. MORE
Our final installment of the differentiator series is perhaps the most important for customer service leadership. Our topic is selling and promoting the contact center. Executive Support call center contact center customer analytics demonstrating value executive buy-in MORE
Contact centers around the world face similar challenges, yet so many continue to work in silos. To tear down the barriers that are preventing you from delivering an exceptional customer experience, you can’t do it alone. MORE
This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. Can we all acknowledge that customer service is a hard job? Similar to the last quote, this is one thing I love about customer service. MORE
It could be argued that customer service is uniformly about a few core things: Giving consumers agency; shepherding them towards a positive outcome to their problems; and providing solutions and smiles by whatever means (and using whatever technology) necessary. Service Levels. MORE
I’ve been very fortunate to have gained different perspectives in the contact center industry. If you ever get the chance to come to Charlotte, make sure you put Coke’s contact center on your list to visit. MORE
As the primary connection for customers’ concerns, call centers have massive amounts of data pouring in hourly. Collecting the information is the easy … Big Data Analytics Creates Smart Contact Centers Read More ». MORE
Contact centers are often the communications lifeblood of a business. So how do you make sure your contact centre is set up to deliver the ultimate customer experience ? There are two things about communicating with a contact center that can drive clients to frustration. MORE
It’s just the nature of the contact center industry. Or is it time to put humanity into your contact center? “It’s It’s time to put humanity into your contact center.” Managing a contact center is fast paced and furious. Customer Disruption. MORE
And it is no surprise that the number of home-based customer service agents is expected to grow at a compounded annual growth rate of 36.4%. Despite the advantages of BPOs (24/7 customer support, location flexibility, cost savings, etc.), MORE
Travel the world over and you’ll find that contact centers have some similar trials and tribulations attempting to deliver great customer service. So, you can bet that these little tips are certain to make your contact center rich with great customer experiences. MORE
Two years ago, I would have been in the same state of mind—but before you do your best Judge Judy eye roll and surf on, I challenge you to give the Customer […]. Customer Service call center contact center customer service customer service vision vision statementI know what you may be thinking. Yet another meaningless corporate rah-rah statement that will be forgotten in a week!? I’m with you. MORE
While I knew our time together would be full of sharing and insight, I especially loved the way he was able to answer the nagging question, “What’s the difference between customer service and customer experience?”. And my passion is all about service. MORE
2018 was a big year for the contact center industry. It’s reasonable that companies will be more reluctant to invest in Facebook Messenger as a customer service channel. The Top Contact Center Trends to Watch in 2019. MORE
We’re moving faster than ever before to make the customer experience WOW-tastic. Customer service agents are expected to turn into an octopus by growing 8 arms to handle all the different contact points, quickly respond to chats, SMS, social media, phone calls and emails. MORE
Contact Center Pipeline
DECEMBER 13, 2017
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.
Contact Center Pipeline
JANUARY 3, 2019
As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how customer service representatives are utilized, trained and even compensated.
Call Center Coach
SEPTEMBER 21, 2018
7 Tips for Creating A Contact Center that Fuels Transformation. Being a contact center leader has become more important in business transformation than being a CEO. After all, if you are going to transform, your outcome must be to be more customer-centric.
Contact Center Pipeline
JANUARY 16, 2018
Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact Center, Customer Service and Customer Experience Professionals together in person and virtually.
Advertisement
1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. center, showing that brands are willing to do—and spend—what it takes to create loyal customers.
Contact Center Pipeline
AUGUST 23, 2017
Our final installment of the differentiator series is perhaps the most important for customer service leadership. Our topic is selling and promoting the contact center. Executive Support call center contact center customer analytics demonstrating value executive buy-in
|
Beyond Philosophy
NOVEMBER 6, 2017
Contact centers are often the communications lifeblood of a business. So how do you make sure your contact centre is set up to deliver the ultimate customer experience ? There are two things about communicating with a contact center that can drive clients to frustration.
Fonolo
AUGUST 29, 2018
This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Contact center professionals?
Contact Center Pipeline
AUGUST 10, 2017
In our mid-year look at five“hot” topics that have been garnering much attention recently, our last post offered insights into why employee engagement is so critical to modern contact centers.
Contact Center Pipeline
DECEMBER 7, 2017
Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 Social Customer Care call center contact center social customer service user experience
Advertisement
topic in C-suites, AI for customer engagement is white hot. As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. center.
|
|
Fonolo
OCTOBER 3, 2018
Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. How to Set a Winning Service Level.
Call Center Coach
OCTOBER 31, 2018
While I knew our time together would be full of sharing and insight, I especially loved the way he was able to answer the nagging question, “What’s the difference between customer service and customer experience?”. And my passion is all about service.
Ansafone
DECEMBER 21, 2018
Passion Drives Outcomes that Serve Clients, Help Customers, and Produce Excellence Quick question: what word resonates with you more, passionate or dispassionate? Dispassion does … Passionate Contact Center Agents Produce Exceptional Results Read More ».
Call Center Coach
FEBRUARY 8, 2018
Service innovation has for years been a central part of my consulting practice, especially those industries with excessive customer contact: hotels, banks, hospitals, retail stores and call centers. If the innovation spotlight was put on a call or contact center, what would be the outcome. On the inside, call center leaders are focusing on the means—IVR, CRM, CTI, AHT, UCD, ACD and ASA. Customers hope for untidy and inefficient personalization.
Advertisement
to meet customer expectations for digital service Social Media Voice of the. Customer. Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. Digital Self Service Tweet this Customers want digital self- service options, such as chat and.
Call Center Coach
SEPTEMBER 11, 2018
Top Customer Service Influencers Give Top Customer Service Tips. Recently Fit Small Business asked a group of the top customer service influencers about their top customer service tips. What was my top customer service tip?
Ansafone
JANUARY 3, 2019
As the primary connection for customers’ concerns, call centers have massive amounts of data pouring in hourly. Collecting the information is the easy … Big Data Analytics Creates Smart Contact Centers Read More ».
Customer Relationship Metrics
JULY 26, 2017
It’s just the nature of the contact center industry. Or is it time to put humanity into your contact center? “It’s It’s time to put humanity into your contact center.” Managing a contact center is fast paced and furious. Customer Disruption.
Fonolo
NOVEMBER 7, 2018
It could be argued that customer service is uniformly about a few core things: Giving consumers agency; shepherding them towards a positive outcome to their problems; and providing solutions and smiles by whatever means (and using whatever technology) necessary. Service Levels.
Advertisement
1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. center, showing that brands are willing to do—and spend—what it takes to create loyal customers.
Liveops
DECEMBER 27, 2018
12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018.
Fonolo
JANUARY 9, 2019
2018 was a big year for the contact center industry. It’s reasonable that companies will be more reluctant to invest in Facebook Messenger as a customer service channel. The Top Contact Center Trends to Watch in 2019.
Call Center Coach
AUGUST 28, 2018
Contact centers around the world face similar challenges, yet so many continue to work in silos. To tear down the barriers that are preventing you from delivering an exceptional customer experience, you can’t do it alone.
Call Center Weekly
JULY 6, 2018
With global online purchasing easier to accommodate, and businesses expanding into new geographies, one can naturally expect a surge in non-English speaking customers. How does a contact center without a formal multilingual support system handle non-English calls?
Advertisement
it’s the foundation of contact center scheduling. things—like contact volume—that can be so. leads to a spike in contact volume, which in turn. one; it’s when contact forecasts are chronically. that customers may decide to go elsewhere, to. Contact (Call).
Fenero
AUGUST 16, 2018
To be a successful Contact Center Manager, you must be able identify and forecast the needs of your campaign/project(s) which at times can be uncertain.
Customer Service Life
DECEMBER 18, 2018
We’re moving faster than ever before to make the customer experience WOW-tastic. Customer service agents are expected to turn into an octopus by growing 8 arms to handle all the different contact points, quickly respond to chats, SMS, social media, phone calls and emails.
Call Center Coach
JULY 26, 2017
When it comes to trying to figure out the contact center communications cloud landscape, the fog began to lift for me somewhat at Call Center Week. End Finger Pointing in the Contact Center Communication Cloud Click to Tweet. Some contact center tech terms to know.
Customer Service Life
DECEMBER 3, 2018
This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. Can we all acknowledge that customer service is a hard job? Similar to the last quote, this is one thing I love about customer service.
Advertisement
INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. quickly act to meet new customer expectations. percent) and direct feedback from customers (39. rely on contact.
Noble Systems
JANUARY 7, 2019
Contact centers have a critical role in facilitating sales between enterprises and customers by securely processing credit card payments on the telephone. However, the processing of credit card payments in the contact center presents a number of fraud issues to be addressed.
Customer Service Life
NOVEMBER 5, 2018
When you picture customer service training, what key elements come to mind? Furthermore, it’s likely that in a world where customer contacts are constantly flowing in, taking large groups of agents out of the center for ongoing training is out of the question.
Callminer
JULY 22, 2018
And it is no surprise that the number of home-based customer service agents is expected to grow at a compounded annual growth rate of 36.4%. Despite the advantages of BPOs (24/7 customer support, location flexibility, cost savings, etc.),
Call Center Coach
JUNE 20, 2017
If you read the media hype about chatbots, you might get worried thinking that Artificial Intelligence will cause widespread contact center extinction. You need to focus on making your chatbot contact center smart. Is your chatbot contact center smart?
Customer Service Life
NOVEMBER 5, 2018
Samantha (not her real name) sat across from me in our small contact center. Not a week went by that she didn’t shed tears after hanging up the phone with a customer. Maybe the angry words of a customer, frustrated about their own situation, would trigger a response.
Callminer
AUGUST 1, 2017
Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . Customer service diminishes.
Fonolo
OCTOBER 30, 2018
These days, customers are savvier than ever. Thanks to social media platforms, customers wield more power than ever before. This can place a great deal of pressure on call center agents, so companies must find ways to keep their morale high. Surprise and Shout-Out to Customers.
Contact Center Pipeline
MAY 4, 2018
Two years ago, I would have been in the same state of mind—but before you do your best Judge Judy eye roll and surf on, I challenge you to give the Customer […]. Customer Service call center contact center customer service customer service vision vision statementI know what you may be thinking. Yet another meaningless corporate rah-rah statement that will be forgotten in a week!? I’m with you.
Call Center Coach
JUNE 22, 2017
Travel the world over and you’ll find that contact centers have some similar trials and tribulations attempting to deliver great customer service. So, you can bet that these little tips are certain to make your contact center rich with great customer experiences.
60 
Let's personalize your content