Tue.Jul 27, 2021

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How to Evaluate Call Center Agent Performance

Fonolo

Performance measurement isn’t a new concept. Italian mathematician Galileo was already talking about the importance of measuring progress in the late 16th century: “Measure what is measurable and make measurable what is not so.”. Several centuries later, Galileo’s words still ring true for contact centers. These days, there are tons of key performance indicators (KPIs) and call center metrics to evaluate call center performance and call center agent performance.

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Amazing Business Radio: John Wass

ShepHyken

Choose Your Customers. How To Compete with the Digital Giants. Shep Hyken interviews John Wass, CEO of Profit Isle. They discuss how companies can identify and focus on their most profitable customers. Top Takeaways: Businesses need to know which customers are most profitable for them and what value they can offer that makes them unique. It is critical for brands to choose the customers that their business model, team, and company DNA engages with the best.

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Impacting Your Company’s Growth by Intentionally Creating an Employee Growth Plan

CCNG

Do you have an intentional growth plan for your employees that aligns with your company’s growth plan? Creating an employee growth plan is essential and can impact the company meeting their strategic goals. In a recent conversation with CCNG I explain the value as to why leaders take this strategic approach with their teams. When no employe growth plans exist, the company may find themselves in a position where they must bring in new talent and release some of their more tenured employees, losin

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Three tips for delivering great omnichannel customer service

Callminer

As customer expectations shift, more and more expect a seamless experience across channels. Organizations need to deliver omnichannel customer service.

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The 2023 Verint Experience Index: Retail

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

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This Little Light of Mine… Keep It Shining!

Contact Center Pipeline

This Little Light of Mine” is a popular gospel song of unknown origin that is sung all over the world. I recently was surprised when my Spotify AI selected Sam Cooke’s version of the song as part of my Saturday morning playlist. I found myself captivated… what a message, perfect timing and a pleasure to […].

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Best Customer Self-Service Software Your Business Can Adopt

HelpCrunch

Picture a rather casual situation. Your favorite coffee machine just stopped working. Sorry, no cappuccino on almond milk and creamy froth this morning. What would you do: call a manufacturer company’s hotline and spend good [ … ]. The post Best Customer Self-Service Software Your Business Can Adopt appeared first on HelpCrunch blog.

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Why Promoting Effortless Experience is Not the Right Thing to do for the CX Industry

Sampson Lee

Unless the tech giants have paid their due taxes, it is not right for the CX industry to advocate effortless experience (except for companies whose brand promises are “fast and easy”). This is because it will lead to three negative consequences: Exacerbate income inequality Reduce the competitiveness of enterprises Damage the customer experience profession Two […].

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2021’s Biggest Brand Trend for Customer Experience – Consumer Trust

Working Solutions

Consumer trust is the most important attribute of any successful brand. And it should always be a top priority, if not the top priority, for any business. Positive interactions with your company—in every capacity—build trust and brand integrity. In fact, leading business research analyst Forrester calls it “the most important metric of success.” So, how […].

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ChurnZero Shortlisted for 2021 SaaS Awards

ChurnZero

ChurnZero is a finalist in the 2021 SaaS Awards Program in the category of Best SaaS Product for Customer Service/CRM. Now in its sixth year of celebrating software innovation, the Software-as-a-Service Awards program accepts entries worldwide, including the US, Canada, Australasia, EMEA and UK. Categories for 2021 include Best Enterprise-Level SaaS and Best Data-Driven SaaS, alongside new categories including ‘Bespoke SaaS Solution’.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Preparing Your Brand's Customer Service for the Post-Pandemic Boom

Advantage Communications

It’s been a difficult year and a half for businesses. Consumer spending completely collapsed during the first wave of the COVID-19 pandemic, with huge economic impacts affecting consumers and businesses alike.

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Conversational AI: A Complete Guide for Business in 2021

kommunicate

What is Conversational AI? We all remember conversing with a Chatbot at some point in our lives. And we also remember having to then connect with a Human because the chatbot couldn’t understand our query. It was simply too complex for the Bot to decipher. The customer support executive, however, could easily understand our intent [.]. The post Conversational AI: A Complete Guide for Business in 2021 appeared first on Kommunicate Blog.

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How Do You Measure Your Customer Service Team’s Capacity? 

Nicereply

Capacity planning benefits all stakeholders and must be a part of a support leader’s regular activities. Staffing a support team is often more of an art than a science. There are many unknowns such as volume, crisis situations, release cycles, and the constant battles for budget and unexpected attrition. Beyond the business complexity, you also need to consider shift redundancy, staff schedules, meetings, and all the other necessities of running a successful team.

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Announcing Delighted Product/Market Fit surveys. Add PMF to your product development toolkit.

delighted

There’s no sugarcoating the fact that achieving and maintaining product/market fit is a constant struggle. And it doesn’t matter what stage of growth you’re in – no startup lucks into PMF, and no enterprise holds onto it forever. To support you in making your product experience a cornerstone of your brand along with your customer and employee experience, we’re thrilled to announce the newest survey template to our lineup: Product/Market Fit (PMF) surveys.

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The Open CCaaS Advantage Report

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.

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Identity + Access Management (IAM) Challenges in the Public Cloud

ConvergeOne

With public cloud adoption becoming the way of life for the increasing number of organizations looking to solve business challenges with remote working, questions about its security implications are inevitable. However, security has many different meanings and challenges in the public cloud with native solutions. Identity + Access Management Foundations.

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Two Birds, One Stone: How Eastern’s Digital Channel Expansion Lowered its Cost of Service & Improved CX

LiveVox

How does a BPO increase contact rates by 79% and lower their cost per transaction by $6? By finding a partner invested in their long-term success and adopting technology from a one-stop shop instead of a patchwork of different applications from different providers. Here’s how LiveVox’s data-driven approach to omnichannel has helped drive faster digital […].

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8 Steps to Onboarding a Contact Centre Agent

Call Design

Many contact centres underestimate the importance of onboarding agents well and the challenges they encounter. Contact centres must have a structured onboarding program to ensure staff absorb all critical information, including daily duties, customer service protocols, company policies and regulations. If your contact centre standardises and develops a comprehensive onboarding process, you can ensure every new agent is provided with a structured plan and foundation to enable them to learn and de

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The 23 Keys to Creating Raving Fans Part 1

C3Centricity

This week we have another guest post from Alan Hale of CMG (Consight™ Marketing Group) in Chicago. Exceptionally, I am publishing it as two separate posts because its length and value deserve the detail and effort he has put into it. If you can’t wait for Part 2 next week, you can download the full white paper HERE. I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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How to Select the Best Workforce Management Solution for your Contact Centre

Call Design

The ability to evaluate the effectiveness of your workforce management solution can drastically improve the performance of your contact centre. Workforce management (WFM) solutions provide contact centres the ability to forecast, schedule and track performance as well as analyse agent productivity and provide insight into shrinkage by category and interval.

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TCN Consumer Survey Finds Americans Overwhelmingly Prefer to Interact with a Live Person When Dealing with Customer Service Reps

TCN

ST. GEORGE, Utah – July 27, 2021 – TCN, Inc., a global provider of a. The post TCN Consumer Survey Finds Americans Overwhelmingly Prefer to Interact with a Live Person When Dealing with Customer Service Reps appeared first on TCN.

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5 Ways to Perfect Your Customer Experience Strategy

CSM Magazine

It’s said that there’s no room for doubt as to what customers mean to a business. Customers are believed to be the primary driver for sales, and without them, a business would be non-existent. So, it’s always advisable to take good care of clients and provide them with solutions to their needs. This is essential for any company that’s looking to remain relevant and competitive in the game for the years to come.

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Staying Close to the Front Lines

Working Solutions

In the past year and a half, remote work went from being a nice-to-have, practiced by select companies, to becoming a wide-scale business necessity, dictated by the pandemic. Kim Houlne, who founded Working Solutions 25 years ago, knows the virtual workplace well—with a network of 150,000+ remote contact agents across the United States and Canada. […].

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Onboarding and Training in the Work-From-Anywhere World: 3 Key Steps to Achieving Excellence

Vistio

According to the 5th Talent’s April 2021 Contact Center Industry Work at Home Study , contact center agents have fully embraced the flexibility that Work-From-H (WFH) offers. But as the world begins to open back up, a new type of work environment is emerging: the Work-From-Anywhere environment. This is a hybrid work atmosphere where some agents will continue to work remotely while others will move back into physical offices—posing a conundrum for contact center managers.

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2021’s Biggest Brand Trend for Customer Experience – Consumer Trust

Working Solutions

Consumer trust is the most important attribute of any successful brand. And it should always be a top priority, if not the top priority, for any business. Positive interactions with your company—in every capacity—build trust and brand integrity. In fact, leading business research analyst Forrester calls it “the most important metric of success.” So, how […].

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Interview with Chase Polan, Founder and CEO of Kypris Beauty

C Space

Interview with Chase Polan, Founder and CEO of Kypris Beauty. By Lidi Grimaldi, Express Arena Subject Matter Expert. 3 Chase Polan is the Founder and CEO of Kypris Beauty, a beauty brand which specializes in sustainably grown botanicals, and one which has developed a very loyal customer base during its 10 years in business. Kyrpis is not the first company Polan founded – she ran an educational consultancy for 11 years, launching it when she was just 21 years old, but quite naturally found h

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18 Ways to Improve Your Customer Engagement Strategy (With Examples)

JivoChat

Until a few decades ago, business was personal. Buyers and sellers met physically. Transactions were quick, human, and social. But e-commerce brought about a disconnect in the way businesses and customers interacted. That disconnect has now come full circle. Customers once again desire that human connection, even when shopping online. Getting new customers, and keeping customers you already have, requires purposefully engaging them.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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Interview with Charles Stanley, President of De Beers Forevermark

C Space

Interview with Charles Stanley, President of De Beers Forevermark. By Jeanie Havens, Express Arena Subject Matter Expert. 3 Charles Stanley’s insight into the luxury jewellery business comes from his time at some of the biggest diamond brands in the world, including Harry Winston and DeBeers. He was part of the team that helped to brand the DeBeers name, and was later involved in launching Fovermark, of which he is now President.

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Staying Close to the Front Lines

Working Solutions

In the past year and a half, remote work went from being a nice-to-have, practiced by select companies, to becoming a wide-scale business necessity, dictated by the pandemic. Kim Houlne, who founded Working Solutions 25 years ago, knows the virtual workplace well—with a network of 150,000+ remote contact agents across the United States and Canada. […].

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So, You Want to Write a Case Study?

Education Services Group

You did it! You’ve done incredible, meaningful work with your customer, and they clearly love you, your product, and your company. Getting customers to that stage is really the ultimate goal of Customer Success, so this is a moment to be celebrated (cheers!) and documented. Documenting these success stories can be done in several different ways, including written or video customer testimonials, asking that customer champion to take a reference call with another new perspective customer, or by th

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