Call Center Weekly
SEPTEMBER 6, 2017
By Erica Mancuso Treating others as you would want to be treated is a practice of empathy. The golden rule is such a simple, timeless principle, and yet I’m constantly amazed at how little it’s practiced any more. On my recent family vacation, I encountered two situations where simply putting this into practice would have resulted in entirely different outcomes.
Beyond Philosophy
SEPTEMBER 6, 2017
When you are improving your Customer Experience (CX), measuring your progress is crucial. Measurement tells you what you are doing right and, perhaps more importantly, what you are doing wrong. The analysis also helps you determine goals for your team and where to focus your efforts. It also helps you allocate proper resources. Fail to measure correctly, and you will have a tougher road to success—or miss the road altogether.
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360Connext
SEPTEMBER 6, 2017
I’m often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it’s critical to start out right! However, very few leaders take a realistic approach. Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more!
ShepHyken
SEPTEMBER 6, 2017
There’s an old proverb that says, “Outward appearances are not a reliable indication of true character.” In other words, you can’t – and shouldn’t – judge a book by its cover. One of my favorite examples of this is from the movie Pretty Woman starring Julia Roberts and Richard Gere. This classic movie from back in the 1990’s was about a wealthy man, Edward Lewis, on a business trip in Beverly Hills who falls in love with a prostitute, Vivian Ward.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Callminer
SEPTEMBER 6, 2017
Average speed of answer is one of the most important metrics for call centers. It is closely tied to those of average handle time and first call resolution.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
SEPTEMBER 6, 2017
Hurricane Harvey, the first Category 4 hurricane to hit the United States in more than a decade, has devastated communities across southeast Texas. The water that rained from the skies on Texas has been measured in the trillions of gallons. Trillions. More than Hurricane Katrina and Hurricane Sandy, combined. The personal and financial losses revealed […].
HGS
SEPTEMBER 6, 2017
Adapting Value-Based Principles to the Patient Contact Center. Dan Schulte, Senior Vice President, HGS Healthcare. Hospitals and health systems have made considerable investments in financial, clinical and technological processes that will support an evidence- and quality-based patient-centric healthcare experience. However, many healthcare leaders are overlooking one critical department in need of investment: the patient contact center.
Kayako
SEPTEMBER 6, 2017
Are you looking to add live chat to your customer support arsenal? If you are evaluating this, you can’t help but pull out a notepad, draw a line down the middle, and write “pros” and “cons” on either side. Except you won’t need to. That’s exactly what we’ve done here for you today! Rather than speculate on what makes a live chat software experience effortless or frustrating, Kayako surveyed 400 anonymous consumers and 100 anonymous businesses to find out what they think of live chat.
HGS
SEPTEMBER 6, 2017
Today's healthcare organizations are competing to gain and retain patients. A modernized contact center is critical to differentiate your organization. The post Adapting Value-Based Principles to the Patient Contact Center appeared first on Team HGS Blog.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
360Connext
SEPTEMBER 6, 2017
I’m often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it’s critical to start out right! However, very few leaders take a realistic approach. Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more!
Totango
SEPTEMBER 6, 2017
Zendesk is a family of products that helps companies manage the entire customer lifecycle in different ways. They are on a scale that is uncommon for B2B companies, with a $350M run rate, 90K paying customers, and an additional 50-100K free or trial customers at any given time. At Customer Success Summit 2017 , Sam Boonin, VP of Product Strategy at Zendesk, gave a keynote address where he pointed out that “relationships between businesses and consumers are complicated,” because what they want is
Customer Experience Matters
SEPTEMBER 6, 2017
In the report Activating Executive Commitment to CX, Temkin Group introduces a blueprint that CX leaders can use to gain and strengthen senior executive commitment. It’s composed of six levers: Create Vision Clarity, Share Compelling Opportunities, Amplify Emotional Empathy, Feed Intrinsic Motivations, Enable First Steps, and Fuel Ongoing Confidence.
Fonolo
SEPTEMBER 6, 2017
Fonolo is excited to return as a sponsor for this year’s Contact Center Demo & Conference, happening September 25-27th at Mandalay Bay in Las Vegas, Nevada. The Contact Center Demo & Conference is produced by ICMI – a trusted advisor in the contact center industry – and is an independent, forward-thinking program focused on future contact center trends.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
The Center for Client Retention
SEPTEMBER 6, 2017
This week, our # CXExpert shares some # WednesdayWisdom about how he fell in love with customer service and got his start in the industry. What makes you passionate about helping customers?
Taylor Reach Group
SEPTEMBER 6, 2017
By: Colin Taylor. When we are thinking about our Quality Assurance (QA) processes, we need to ask ourselves, “Are we measuring the right elements and in the right ways?” What I mean by this is “Are our measurements concrete enough?” If we are employing a 10-point scale, can anyone really explain and rationalize a 6 versus a 7? It is gray areas that cause problems in calibrations when providing feedback.
GetFeedback
SEPTEMBER 6, 2017
Happy employees = happy customers. It seems obvious, so why do companies often overlook the employee experience when they focus on the customer experience?
360Connext
SEPTEMBER 6, 2017
I’m often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it’s critical to start out right! However, very few leaders take a realistic approach. Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more!
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
GetFeedback
SEPTEMBER 6, 2017
Happy employees = happy customers. It seems obvious, so why do companies often overlook the employee experience when they focus on the customer experience?
Uniphore
SEPTEMBER 6, 2017
Language versus Intelligence. Natural Language Understanding and artificial intelligence are often terms that are used interchangeably when describing virtual assistants, but they are actually two different things. Read More.
ForeSee
SEPTEMBER 6, 2017
The following email was sent from ForeSee CEO Pete Daffern to all of our employees. Our hearts go out to those affected by Hurricane Harvey. Team: The devastation in Texas caused by Hurricane Harvey is of incredible. The post ForeSee supports those affected by Hurricane Harvey appeared first on ForeSee.
Bright Pattern
SEPTEMBER 6, 2017
As companies strive to achieve better customer satisfaction across multiple channels several issues usually arise with reporting, QA, channel-switching, and omnichannel routing. Standard ACD s with skills based routing route voice calls based on skills, function and priority, but does not take into account routing for additional channels.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Talkdesk
SEPTEMBER 6, 2017
This piece was originally written by Gadi Shamia, COO of Talkdesk, for Opentalk magazine. Not too long ago, when a customer needed to contact customer service, they had only one option: to call. They called when they needed to book a ticket, they called when they needed a refund, they called to offer feedback, and they called when the product they purchased stopped working.
Verint
SEPTEMBER 6, 2017
Those of us who have been in the workforce for some time can recall the time when 10 to 15 minute breaks were regularly scheduled throughout the day so employees could take a cigarette break. With fewer adults smoking, and work schedules being more fluid, we see fewer regularly scheduled breaks as part of the work day. However, with socially connected millennials and the next generation of workers about to enter the workforce (Generation Z born after the year 2000), employers may need to re-intr
Talkdesk
SEPTEMBER 6, 2017
This piece was originally written by Gadi Shamia, COO of Talkdesk, for Opentalk magazine. Not too long ago, when a customer needed to contact customer service, they had only one option: to call. They called when they needed to book a ticket, they called when they needed a refund, they called to offer feedback, and they called when the product they purchased stopped working.
Eptica
SEPTEMBER 6, 2017
Date: Wednesday, September 6, 2017 The changing face of UK customer experience. Published on: September 06, 2017. Author: Pauline Ashenden 3 questions to Neil Titcomb, Regional Sales Director Northern Europe at Eptica Eptica has been serving the UK market effectively for many years , working with customers that include Dixons Carphone, Domestic & General, Hastings Direct, TUI, Debenhams, Capita and Ageas Insurance Solutions.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Provide Support
SEPTEMBER 6, 2017
With over 2 billion Facebook users, +700 million Instagram users, and +300 million Twitter users, it’s no longer enough for brands to be merely present on social media. They need to be active and engaging. Today’s customers want their voices heard and problems resolved quickly and effortlessly whenever they reach out to brands on social media. And if brands are not part of the conversation – they will be left behind.
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