Call Center Weekly

MARCH 22, 2018

By Meghan Speer I recently had to call into a company because the amount they charged me was incorrect. Working in the call center industry, I am always curious how these experiences will go, and often play the comparison game. How long do I have to wait? Do their agents sound better than ours? If you’re reading this, I’m sure you know that game. In this instance, my call was answered fairly quickly, but when the person on the other side of the phone began speaking I wasn’t sure if I was speakin

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Scripts Call Center Personalization Marketing 168

Contact Center Pipeline

MARCH 22, 2018

I’m sure many of you, like me, are fans of “Saturday Night Live” or “SNL.” One of my favorites was Mike Myers as the character Linda Richman in the Coffee Talk skits. “Oy! I’m getting a little verklempt!” I titled this article Coffee Talk, because—humor aside—the best intelligence you can gather about how people feel […].

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Contact Center Call Center 124

Win the Customer

MARCH 22, 2018

As a business owner, you understand the importance of keeping your valued customers happy; after all, a happy customer usually means a repeat customer. Thus, the last thing you want is to inadvertently drop the ball and/or anger a valued customer and have them decide to shop elsewhere due to a foul up by one of your support agents or glitchy systems.

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UJET

MARCH 22, 2018

"Every time I order through chewy I am blown away by the speed and quality of the service." "I have never come across such an understanding company and one so willing to help and give advice." "I think Chewy is the best thing since sliced bread." "There is simply no better online business.". The quotes above are actual testimonials from customers of the online pet supply retailer Chewy, submitted by the company in connection with its nomination for the 2017 Stevie Awards Customer Service Departm

Customer Experience 101

Customer Experience Customer Service 101

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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.

Amity

MARCH 22, 2018

It might be considered an afterthought for some, but in the world of Customer Success, poor customer onboarding should be one of your top priorities. Why? Because it happens to be the leading cause of churn. 23% of churn, to be exact, is caused by poor onboarding ( Preact ). One way many Customer Success professionals are getting past this roadblock is by utilizing the concept of on-demand onboarding.

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Self service B2C Education Enterprise 88

Customer Guru

MARCH 22, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

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B2C Finance Customer centricity B2B 65

AskNicely

MARCH 22, 2018

Hello! My name is Leah and I recently joined the AskNicely team as VP of Customer Success and Advocacy. Back in November 2017, I moved from Austin to Portland (the home of hipsters, craft beer and the “Keep Portland Weird” slogan, stolen from my hometown. True story). I did this all in the pursuit of conquering and mastering my arch nemesis in leading Customer Success teams over the years: Net Promoter Score. .

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Banking Best practices Sales Surveys 60

Customer Guru

MARCH 22, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

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B2C Finance Customer centricity B2B 63

Centriam Customer Experience Lab

MARCH 22, 2018

Customers and call center employees are frequently envisioned as the houses of Montague and Capulet, eternally struggling against each other. Customers constantly complain about poor treatment, hold times, and unhelpful staff. Employees describe these jobs as the worst they’ve ever had, facing the full brunt of customer wrath. As a result, call centers average annual turnover rates above 40%, while customer loyalty numbers continue to decline.

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Call Center 60

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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

Surveys

aircall

MARCH 22, 2018

I’m always asking questions at work (occasionally aloud, frequently in my head), but I’d say Aircall’s 2018 Customer Support Strategy Survey has been the most productive outlet for my curiosity yet. “What do customer support teams see standing in the way of their success?”. “Where will they invest their time, money, and attention?”. “How do they feel about their performance?”.

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Customer Support B2C B2B Surveys 59

Toister Performance Solutions

MARCH 22, 2018

Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. You'd probably listen if someone offered to put an extra $5,000 in your pocket.

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Coaching Call Center Sales Management 55

aircall

MARCH 22, 2018

I’m always asking questions at work (occasionally aloud, frequently in my head), but I’d say Aircall’s 2018 Customer Support Strategy Survey has been the most productive outlet for my curiosity yet. “What do customer support teams see standing in the way of their success?”. “Where will they invest their time, money, and attention?”. “How do they feel about their performance?”.

Customer Support 54

Customer Support B2C B2B Surveys 54

Outsource Consultants

MARCH 22, 2018

Do you do your CX program just to have one, or did you create one with care and the goal of having a great customer experience with real value. Sandra Fornasier discusses her experience being a judge on a panel that recognizes the best efforts from companies improving their customer experiences. The experience helped her learn four key things that make a great customer experience program: .

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Customer Experience outsourcing Call Center Consulting 52

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!

Feedback

aircall

MARCH 22, 2018

I’m always asking questions at work (occasionally aloud, frequently in my head), but I’d say Aircall’s 2018 Customer Support Strategy Survey has been the most productive outlet for my curiosity yet. “What do customer support teams see standing in the way of their success?”. “Where will they invest their time, money, and attention?”. “How do they feel about their performance?”.

Customer Support 48

Customer Support B2C B2B Surveys 48

Outsource Consultants

MARCH 22, 2018

In a recent article , Luke Williams examines the following concepts to help companies improve their customer experience: Digital Feedback and Measurement. Finding Key Drivers and Root Causes. Role-Specific Management. Closing the Loop with Everyone. Operational Integration. Follow-Up With All Customer Feedback, Not Just the Negative Feedback. The emphasis on customer experience often seems to be about preventing issues and solving negative feedback.

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Feedback outsourcing Call Center Consulting 52

Mindtouch

MARCH 22, 2018

The order of the day for many large companies is scaling support. A company whose support team cannot keep pace with the rate of growth will soon see dips in its customer experience KPIs like customer satisfaction and customer effort score. A common obstacle that frequently prevents companies from scaling support is agent churn. The cost of agent turnover can have a significant effect on more than just the bottom line—it can diminish the customer experience considerably.

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Morale Call Center Customer effort Contact Center 48

Branch Mesenger

MARCH 22, 2018

From Toys "R" Us to some awesome updates from Starbucks, it's been an incredibly busy and momentous week in retail and work news. We culled through the news and found some of the most interesting facts and figures that have dominated the headlines. Each of these data points and numbers correlates to a story we explore more below. So, without further ado -- here's the numbers and figures that are making news in the world of work this week.

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Sales Metrics Accountability Management 48

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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.

Self service

CX Advantage Walker

MARCH 22, 2018

Companies who aren’t moving their brand activity and their customer experience activity closer together are setting a course for failure. As catastrophic as this sounds, the convergence of brand and customer experience is taking up more space in business publications like Harvard Business Review, Fast Company and Inc. It’s here, it matters and it’s not.

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Customer Experience Consulting Consulting Enterprise 48

CafeX

MARCH 22, 2018

Enterprise Connect 2018 featured many innovations in UC & CX, with a focus on mobile & web apps, omnichannel engagement via CRM & team collaboration.

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CRM Enterprise 48

CSM Magazine

MARCH 22, 2018

Customer service provider Arvato has announced survey findings from a group of 500 consumers and business leaders in the customer service space, revealing that businesses think the customer service experiences they’re delivering are significantly better than consumers think they are. 89 percent of business respondents give their customer service a grade of A or B, and 84 percent believe their industries “usually” or “always” provide excellent customer service.

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Chatbots Surveys CRM Technology 40

CafeX

MARCH 22, 2018

When somebody mentions Orlando, Florida, one tends to think of fun in the sun and theme park thrills at Disney, Universal, etc.

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CRM Enterprise Contact Center Technology 48

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center

CSM Magazine

MARCH 22, 2018

Customer service provider Arvato has announced survey findings from a group of 500 consumers and business leaders in the customer service space, revealing that businesses think the customer service experiences they’re delivering are significantly better than consumers think they are. 89 percent of business respondents give their customer service a grade of A or B, and 84 percent believe their industries “usually” or “always” provide excellent customer service.

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Customer Service Chatbots Surveys CRM 40

Bright Pattern

MARCH 22, 2018

As the fastest growing company in Texas, TruSource Labs relies on Bright Pattern to deliver innovative tech support services for Internet of Things (IoT) consumer products. TruSource Labs needed a technology partner that would continue to innovate with their growing company and support customer interactions on all the channels their high tech end users were wanting to use.

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Technology Agent Empowerment 41

Arbeit

MARCH 22, 2018

Michael Lamm gives insight into how to assess the value of your agency.

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Call Center 40

Brad Cleveland Blog

MARCH 22, 2018

From the video series "Thrive in the New Era of Customer Relationships"

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Benchmark Surveys Contact Center Call Center 26

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

Pointillist

MARCH 22, 2018

By Swati Sahai. ‘90% of customer value for B2B businesses is obtained after the initial sale.’ – Marketo. “Would you like fries with that?”— McDonald’s classic question is perhaps the best-known example of cross-selling. Amazon has attributed upto 35% of its revenue to cross-sell, both through its “Frequently Bought Together” and “Customers Who Bought This Item Also Bought” features.

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Upselling Analytics B2B B2C 71

Brad Cleveland Blog

MARCH 22, 2018

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Benchmark Surveys Contact Center Call Center 20

Zingtree

MARCH 22, 2018

Knowledge management is one of the most important business functions in any industry – for call centers, in particular, having an effective knowledge base isn’t just a nice-to-have, it’s necessary. Sharing mission-critical information in a digestible format is one of the most powerful ways to keep customers, employees, and stakeholders in-the-know when it comes to customer support, product information, training practices, business processes, and more.

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