ShepHyken

JANUARY 12, 2018

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. This is a great list and one you should pay attention too. – Shep Hyken. The problem is never how to get new ideas into your mind, but how to eliminate the old ideas. Customer service designs that are remarkable get talked about.

Customer Service 236

Customer Service Scripts Customer Experience Personalization 236

Aspect

JANUARY 12, 2018

In 50 cities across the U.S., Amazon is supplementing their USPS deliveries at times of peak demand using drivers contracting directly with Amazon in a program called Amazon Flex. Tapping for-hire drivers, each batch of deliveries is essentially a “gig” in the quickly growing trend of the Gig Economy. Popularized by Uber and Lyft, the Gig Economy pairs independent, on-demand contractors with organizations for short-term engagements.

contact center workforce 165

contact center workforce Contact Center At home agents Self service 165

ijgolding

JANUARY 12, 2018

If you happen to live in the UK and regularly have to rely on public transport to commute to and from work, the heralding of a brand spanking new year is unlikely to have filled you with much joy – from the commuting perspective that is. Travelling to and from work can rarely be described as an experience we look forward to – whatever part of the world you come from.

Transportation 62

Transportation Government Personalization Customer Experience 62

GetFeedback

JANUARY 12, 2018

Focusing on customer satisfaction on the frontline isn't enough. Here are 5 tactics to build a customer-centric philosophy that breeds happy customers.

Customer centricity 60

Customer centricity 60

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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.

CSM Magazine

JANUARY 12, 2018

Malene Wessel, Head of Marketing at Live Guide Chat believes chatbots can boost a company’s customer service, easily taking over the most simple and frequent types of customer contacts. . Many companies have FAQs and tutorials and try their best to optimize the design of their website to enable customers to find answers themselves. However, most customers want answers handed to them with minimum effort and can’t be bothered to browse around hoping to find an answer.

Chatbots 58

Chatbots Customer Service Wait times Technology 58

Revation Systems

JANUARY 12, 2018

In his 1998 book, The Experience Economy , Joseph Pine observed that the world was shifting in such a way that experiences would become the predominant economic offering — characterized by entertainment, education, esthetic and escapism at varying levels of participation and absorption. In today’s instantaneous world of communications, this rings truer than ever as consumers expect high-quality experiences stemming from seamlessly connected channels, anytime and anywhere.

Contact Center 48

Contact Center Call Center Multi-channel support Banking 48

CustomerServ

JANUARY 12, 2018

“Hell no” is often the first reaction when someone in your budget meeting says: “Why don’t we cut costs by outsourcing our call center offshore?”. The visceral response is understandable—in fact, most of us probably had a similar “first” reaction to offshore call centers. I remember when the idea was initially proposed to me in the very early days of offshoring (circa 1995)—my immediate reaction was pretty negative.

Call Center 48

Call Center outsourcing 48

Topdown

JANUARY 12, 2018

There’s no doubt that personalization is important in today’s business world. Customers don’t just think of it as a nice thing to have anymore — they demand it. According to the 2017 Global Consumer Pulse Research , published by Accenture, 48% of consumers expect specialized treatment for being a good customer, with 33% of those consumers who abandoned a relationship doing so because personalization was lacking.

Personalization 48

Personalization Customer Experience 48

Grupo Noa

JANUARY 12, 2018

Multilingual contact centers strive towards offering outstanding customer services to its customers all the time. Obviously, a contact center has to communicate with hundreds of customers round the clock, and not necessarily everyone knows English. In such a situation, telecallers having multilingual proficiency would be apt for inbound customer support services.

Customer Support 40

Customer Support virtual call center outsourcing Call Center 40

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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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Noble Systems

JANUARY 12, 2018

For anyone who has kids, you know that a cough is not always just a cough. Sometimes there is an infection in the lungs, which requires more than a Vicks rub on the chest and a cough suppressant. Similarly, call center agent behavior can be much like that. Symptoms of problems are omnipresent. Low CSAT scores, high rates of absenteeism, low conversion or close rates, ugly phone etiquette.

Coaching 40

Coaching Call Center Gamification Feedback 40

FreshGrade

JANUARY 12, 2018

Busy week? We’re here to help. Here’s our roundup of top educational stories from the past seven days: “Knowing someone cares can change a student’s life. As adults, we are placed here to be change agents for kids.” When a school in Dallas, Texas asked for volunteers for their “Breakfast with Dads” event, 600 men showed up to support youth in their community.

Feedback 40

Feedback Education Accountability Technology 40

Talkdesk

JANUARY 12, 2018

Let’s face it: today’s customers are savvier and more mobile than ever. They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues. However, if your 2018 contact center is treating incoming customer conversations as blank slates, you are ignoring the rich context that could make this call an opportunity to create loyalty.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

Quadient

JANUARY 12, 2018

2017 was a big year for Quadient, and a big year in technology. We spend a lot of time writing articles, because it helps us share the things we see when we meet with clients and prospects as they redefine their communication strategies.

Technology 40

Technology 40

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.

Customer Experience

Talkdesk

JANUARY 12, 2018

To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option. In fact, a recent Avanade report found that in the US, there is a $3 return on investment for every $1 invested in the customer experience. Hopefully you’ve evaluated your legacy contact center vendor’s roadmap to see if they can give you the next-generation contact center features you need to meet the new expectations

Contact Center 40

Contact Center Customer Service Customer Experience Cloud contact 40

Quadient

JANUARY 12, 2018

A personalized experience can be defined as an interaction or engagement that a customer has with a company that leaves them feeling as though their interests, behaviour and preferences were thoroughly taken into account. Organizations who are able to meet their consumers' emotional expectations at an individual level are better able to foster loyalty.

Personalization 40

Personalization Accountability 40

Talkdesk

JANUARY 12, 2018

To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option. In fact, a recent Avanade report found that in the US, there is a $3 return on investment for every $1 invested in the customer experience. Hopefully you’ve evaluated your legacy contact center vendor’s roadmap to see if they can give you the next-generation contact center features you need to meet the new expectations

Contact Center 40

Contact Center Customer Service Customer Experience Cloud contact 40

Jon Arnold

JANUARY 12, 2018

Told you it was a busy month. I've got two webinars coming up this month, and this one is with my mainstay, Ziff Davis. Being January, I've got another 2018 outlook theme, namely how three trends are now driving collaboration - chatbots/AI, messaging and the changing role of voice. They're all connected, but each is having its own impact, and I'll be breaking that down, along with a review of the major consolidation moves from last year that are setting the table for 2018.

Chatbots 40

Chatbots 40

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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

Talkdesk

JANUARY 12, 2018

Let’s face it: today’s customers are savvier and more mobile than ever. They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues. However, if your 2018 contact center is treating incoming customer conversations as blank slates, you are ignoring the rich context that could make this call an opportunity to create loyalty.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

Verint

JANUARY 12, 2018

If not, it really should be. The benefits of a superior customer experience are now widely accepted. Great CX can equal a loyal and growing customer base, which in turn can equal increasing revenue and market share. But even if CX is a strategic imperative, proving your CX initiatives drive discernible and quantifiable business value can be a tough challenge.

Benchmark 41

Benchmark Marketing Customer Experience Customer Service 41

OrecX

JANUARY 12, 2018

When it comes to call recording software , you have two options: 100% total call recording (capture every single call) or selective recording for quality assurance which captures only a small sampling of calls to gauge customer service levels. Which approach is best for your needs? What do you need to know to make this determination? Are there other advantages to capturing every call?

Contact Center 54

Contact Center Service level Management Customer Service 54