Call Center Weekly
JULY 27, 2017
By Sean Hawkins We should all be familiar with After Call Work, aka wrap up time. This is simply the post call tasks agents must perform to complete the interaction. Inevitably, during this time, agents are prone to offer commentary on their call. This is generally said to no one in particular, but it's usually heard by everyone within range. I call it After Call Talk.
Contact Center Pipeline
JULY 27, 2017
The Pipeline blog has been heating up all month! Our most-read topics in July included blog posts on aligning agent metrics with key customer satisfaction drivers; new ideas for agent development initiatives and career paths; how to design an effective agent training program; a conversation with contact center industry guru Bob Furniss, recipient of ICMI’s […].
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CustomerGauge
JULY 27, 2017
Want to know how Tesla Motors got an NPS of 97? Or why Starbucks is leading the fast food consumer brands NPS chart? How about why Apple’s MacBook’s NPS is 76 two years in a row? Today we will walk through the NPS achievements, CX strategies and best practices from the consumer brands industry. Tesla Motors […]. The post Consumer Brands NPS® Benchmarks appeared first on CustomerGauge.
Kayako
JULY 27, 2017
CSAT. NPS. TTFR – So many acronyms, so little time! As a support team manager, you’re already wearing a ton of hats – bet you didn’t think data wizard would be one of them, huh? But this is your life as a manager developing a SaaS customer support model that scales. And there’s so many metrics you can track ! It can leave you feeling overwhelmed with a lot of decisions to make about data.
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Customer Relationship Metrics
JULY 27, 2017
Far too many people that are responsible for Voice of the Customer programs in contact centers are consumed with getting their daily tasks done (and putting out the fires). To be more proactive and strategic, your focus should be to understand (and use) the Spectrum of Agent Performance. Having a heavy task burden inadvertently causes you to end up ‘someplace else’ mainly because it’s difficult to step outside of the numbers.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CX Journey
JULY 27, 2017
Image courtesy of Pixabay But we've always done it that way! Is that one of the favorite sayings within your company? from your leaders? Or maybe it's, "That's just the way we do things around here." Regardless, you never want to hear either of those phrases uttered within the four walls of your organization. In my webinar last week with CallidusCloud|CX , I talked about nine behaviors of CX Losers.
TEN DIGIT Communications
JULY 27, 2017
Gary Brandt, our Founder, and CEO talks about the formation of TEN DIGIT Communications which brings together the best of the telecom world and combining it with feature-rich functionality of the web world. The post What Happens When Telecom and the Web World Meet? They Create TEN DIGIT Communications appeared first on TEN DIGIT Communications.
InGenius
JULY 27, 2017
Beyond the Screen-pop to Modern Customer Experience. Customer interactions with businesses are undergoing a digital transformation. To keep up with this evolution, contact centers must go beyond basic CRM and telephony connectivity, to provide a modern customer experience. Today, when a customer needs service, they typically try three to four self-service channels before contacting support by phone.
TEN DIGIT Communications
JULY 27, 2017
What’s the difference between what our platform does and what web chat applications provide? CTO, Thomas Howe explains. The post TDC BRIDGE vs. Web Chat, Whats the Difference? appeared first on TEN DIGIT Communications.
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.
Toister Performance Solutions
JULY 27, 2017
I'm a bit behind on listening to podcasts. For instance, I've just finished episode 91 of Crack the Customer Code, a wonderful podcast hosted by Adam Toporek and Jeannie Walters. The current episode is #255. Ironically, the title of episode 91 is "How to Find Time for Training." One of the topics Adam and Jeannie discussed was restaurants and retailers like Chipotle and Starbucks that shut down the entire operation to conduct employee training.
TEN DIGIT Communications
JULY 27, 2017
Businesses have based their communication on voice for the last 140 years. Technology evolves quickly and customers adapt to those changes, why haven’t businesses? Why are we still dependent on voice technology? The post 140 Years of Voice Technology? It’s Time To Evolve appeared first on TEN DIGIT Communications.
Vonage
JULY 27, 2017
Let’s talk about silos for a second. The concept of silos is so pervasive in business that I don’t even need to define what they are for you — there’s nearly a 100 percent chance you already know. And, to be honest, they’ve been around for years. Machiavelli was actually writing about them in 1513. There’s an argument among some future of work thought leaders that silos don’t even need to exist anymore.
TEN DIGIT Communications
JULY 27, 2017
Having your data available to you and your customers is important to running your business. In fact, knowing what words and phrases they are using and your response can mean the difference between excellent customer services and simply O.K customer service. The post Updating and Accessing Data – An Essential Part of Business appeared first on TEN DIGIT Communications.
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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.
Avaya
JULY 27, 2017
It’s the digital customer’s world—banks just live in it. 20% of bank customers are now digital-only users. 73% admit they’d be more excited about a new offering from Apple, Google, or Amazon than from their own Financial Services Provider (FSP). 35% of millennials don’t believe they’ll even need a bank five years from now. In an age of intelligent, connected capabilities, consumers expect nothing short of a sophisticated banking experience that meets their evolving needs.
Talkdesk
JULY 27, 2017
Talkdesk is excited to announce that we are expanding our partnership opportunities. Beyond becoming an AppConnect Partner or becoming an official Channel Partner, there is a third opportunity to partner with us … You can now become a Services Partner. What is a Services Partnership? A Services Partnership is an opportunity to work with Talkdesk to help organizations makes the digital transformation from the contact center to the cloud.
Insite Managed Solutions
JULY 27, 2017
Are you seeking to provide consistent Service Level during temperature-related events? We appreciate how important it is for you to maintain and rise within the J.D. Powers Rankings. We have found a direct correlation between reasonable wait times during major utility events and J.D. Powers Rankings. As we move into one of the hottest summers in the last 6 years, we know your workforce management processes will be pushed to their limits.
ForeSee
JULY 27, 2017
You need only look at Wall Street's reaction to the nearly $14 billion acquisition of Whole Foods – or the multitude of headlines about brick-and-mortar locations doubling as distribution hubs – to see that a new normal is on the horizon for the retail industry. Retail consumers today are adapting to new shopping norms that include more choices, co-browsing (in-store while shopping on a mobile device) and higher expectations.
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
JULY 27, 2017
Talkdesk is excited to announce that we are expanding our partnership opportunities. Beyond becoming an AppConnect Partner or becoming an official Channel Partner, there is a third opportunity to partner with us … You can now become a Services Partner. What is a Services Partnership? A Services Partnership is an opportunity to work with Talkdesk to help organizations make the digital transformation from the contact center to the cloud.
CSM Magazine
JULY 27, 2017
John Tschohl provides a concise and practical list of six essential customer service principles for awesome service. These “Personal Steps of Excellence” would go well in a frame on your office wall and those of your general managers. 1. Feel Good About Yourself. Employees do not go to work dreaming about how they can work exceptionally hard to make the company and the owner more money.
Verint
JULY 27, 2017
The authors of the recent McKinsey Quarterly article, What does automation mean for general and administrative (G&A) and the back office? state that when it comes to Robotic Process Automation (RPA), “Getting started is the easy part … But scaling is hard.” 1. Many customers are jumping into automation with both feet. While RPA may enable you to very quickly record a process and automate a software robot to execute it—let’s say in five days—this timeframe is not realistic to address proper e
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