Call Center Weekly

DECEMBER 1, 2017

By Sean Hawkins I woke up late and was pressed for time. All I wanted to do was get into the office at a decent hour! As I was preparing myself for work, one of my team members sent a text with a breakfast request. This is not an unusual request, and I really enjoy doing this from time to time. The way I see it, the investment will pay for itself. So, I guess I'll be getting breakfast on the way to work!

Government 143

Government Contact Center Consulting Consulting 143

aircall

DECEMBER 1, 2017

Not enough people talk about the consequences of a good NPS score. I mean, have you even considered the kind of attention that success could attract? First, you’ll have to serve a constant stream of new customers referred by your advocates. Next, you’ll have to accept invites to industry events and deliver captivating keynotes. Then, you’ll have to eat lavish dinners with financiers who want fund or buy your business.

Construction 90

Construction Feedback Upselling Surveys 90

Aspect

DECEMBER 1, 2017

We’re all familiar with the proverb, “the road to Hell is paved with good intentions.” It is thought to have originated with Saint Bernard of Clairvaux who, back around 1150 AD wrote, “L’enfer est plein de bonnes volontés ou désirs, ” which means Hell is full of good wishes or desires. Another meaning of the phrase is that individuals may have the intention to undertake good actions but nevertheless fail to take action.

Employee engagement 83

Employee engagement Customer Experience Management 83

UJET

DECEMBER 1, 2017

As organizations strengthen their customer support with new policies and technologies, they must also ensure they are building security and privacy into their overall support program. Businesses today are collecting an increasing amount of data. While this information can provide an enhanced experience for the end user, it also poses a major security risk.

Customer Support 56

Customer Support Technology Personalization Customer Service 56

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ijgolding

DECEMBER 1, 2017

In 2018, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people. A significant amount of support came via my crowdfunding campaign on Kickstarter. I feel genuinely blessed that so many people believed in what I am doing enough to pledge their support to make my dream come true.

Customer centricity 59

Customer centricity Best practices Customer Experience 59

The Center for Client Retention

DECEMBER 1, 2017

Today we are excited to share with you a guest post from Nate Brown. There are many benchmarks for CX maturity within an organization. While you may not find this indicator on an executive dashboard, one of the most powerful signs is how a brand responds to customer feedback. Going about my normal life this summer brought forth two contrasting experiences as a consumer.

Feedback 48

Feedback Surveys Personalization Benchmark 48

LiveChat

DECEMBER 1, 2017

“Dunning” is a word that can send cold thrills down your spine. For business owners, it’s a rather unpleasant process of trying to collect the receivable amount. For customers, dunning is associated with getting intimidating calls from weird people. Business owners think that customers don’t pay on purpose. Customers who face problems with payments think that dunning communication is rude, and they often see business owners as greedy sons of nutcrackers.

Customer Experience 48

Customer Experience Accountability Banking Personalization 48

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy.

Contact Center 41

Contact Center Customer centricity Journey mapping Benchmark 41

ShepHyken

DECEMBER 1, 2017

This week we feature an article by Stephanie Jones about the importance of human interaction in the customer service world. While bots are helpful in many ways, the human touch is still so imperative, and so craved by the customer. – Shep Hyken. Robots are cool. I watched “The Jetson’s” as a kid and was obsessed with all the tasks robots handled. George could get showered and dressed with one robot.

outsourcing 197

outsourcing Answering services Personalization Accountability 197

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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

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Verint

DECEMBER 1, 2017

A UK-based financial services company, Liverpool Victoria (LV=), has more than 5,000 employees across the UK and needed a single, consistent and flexible workforce optimization platform to strengthen its customer service. The company also wanted to gain flexibility to help shape its future and increase corporate agility. So, LV= chose Verint Workforce Optimization to bring the organization together on one platform, enabling it to reach a customer satisfaction score of 86%, one of the highest cus

Customer Experience 35

Customer Experience Customer retention Marketing Management 35