SharpenCX
SEPTEMBER 17, 2018
The key ingredient to a top-performing team of agents is an all-star coach. They’re the coaches who know that actionable and relevant feedback have a profound impact on their team, so they make it their priority. Yep, even above all. Read More. The post Recipe for coaching agents in 30 minutes per day appeared first on Sharpen Contact Center Software.
CX Global Media
SEPTEMBER 17, 2018
Don’t Waste Your Money on Empathy Training! Empathy training is a waste of time and will have little to no effect on the customer experience in your contact center. If you want to build empathy skills in agents, you need to have the right mindset and take the right actions. Don’t waste your money on empathy training alone, do this instead. Many, if not all of these 7 elements can be found in contact centers where empathy is part of the customer experience.
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JM Robbins & Associates
SEPTEMBER 17, 2018
Life in the contact center can be rough. It’s a volatile business that relies on a perfectly blended combination of people, processes, and technologies to ensure success every single day. And, while this is true of every contact center, it is the smallest of the bunch (think 75 seats or less) that can experience the reality of this volatility at exponentially heightened levels.
Steve DiGioia
SEPTEMBER 17, 2018
no wonder why today’s service is so poor! This original article was written by Steve DiGioia. One of my biggest frustrations is that today’s “ younger generation ” doesn’t have a decent point of reference to what we call good customer service. You can’t give good service when you have a need for instant gratification and the onslaught of limited service businesses and self-service kiosks have changed the overall service experience from what it was years ago.
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ShepHyken
SEPTEMBER 17, 2018
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The Violence of The Customer Experience by Mary Drumond and Guilherme Cerqueira. (Worthix) The Customer Experience Economy is the most violent economy in the history of capitalism.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
C3Centricity
SEPTEMBER 17, 2018
How Can You Provide Better Services For Your Client? This is a great question isn’t it? It was asked recently on Quora and I answered it, as I do many posed on topics such as brand building and customer understanding. But this question is I believe very different from most of those asked on Quora. That’s because it is one that every company, product, service and brand should be asking!
Aspect
SEPTEMBER 17, 2018
If you want to see if the Gig Economy is still booming, look no further then venture capital. Earlier this month NewtonX , an AI-based search engine aiming to connect executive-level subject matter experts to C-Suite decision makers in any industry, announced a $3 million funding round from XFund, Third Prime Capital, and a few other investors. Think of it as UberBLACK but for executive query.
Solvvy
SEPTEMBER 17, 2018
The most wonderful time of the year officially begins with a turkey feast and ends with wishful New Year’s resolutions — this period includes the all-time favorite holidays including Thanksgiving, Christmas, Hanukkah and Kwanzaa. But for retailers, the most wonderful time of the year is already here. With the holidays fast approaching, retailers are busy preparing for the time when customer support volume rises by as much as 42%.
Certified Languages International
SEPTEMBER 17, 2018
What Healthcare Providers Should Take Away from the Recent Section 1557 Lawsuit. A few months ago, Song Xie sued a hospital system in Texas saying that the hospital discriminated against him as a foreign-born, limited English proficient (LEP) person when it failed to supply him with translated discharge instructions. In 2015, Song Xie was discharged from the hospital in late December with post-discharge instructions written in English — a language neither he nor his son could read.
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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
Alorica
SEPTEMBER 17, 2018
Available Positions a Result of Recent New Lines of Business JOPLIN, Mo. – (Sept. 17, 2018) – Alorica Inc., the world’s leading platform for all customer interactions, announced today the creation of 625 jobs at its Joplin contact center—located at 1717 W. 7th St. These new positions add to the existing 650 people currently employed at the site, nearly doubling our presence in the community.
VocalCom
SEPTEMBER 17, 2018
Analytics enable brands to learn key information about customers. From understanding buying habits to identifying the most popular channels for service, analytics provide important insights for improving the overall customer experience. Within the contact center, data collection plays the vital role of capturing all feedback regarding customer service interactions—including the key reasons why customers are making contact in the first place.
Robert Davis
SEPTEMBER 17, 2018
By Brad Baumunk , President and COO, Robert C. Davis and Associates. What differentiates you from your competition? In today’s world, your customer experience (or CX) matters more than ever. In your contact center, the CX starts as soon as callers dial your number and get in to your system. Is it easy to navigate? When they need or want to speak with a live person, can they connect with someone who is skilled to help?
Concentrix
SEPTEMBER 17, 2018
The post Being Data-Driven is Not a Strategy, it’s a Culture appeared first on Concentrix.
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.
Nuance
SEPTEMBER 17, 2018
Automakers take pride in the emotional connections drivers build with their cars, as they have for generations. Each automaker has its own feeling – its own brand – carefully crafted for drivers, down to the smallest detail, creating generation-spanning loyalty. The measure of success for automakers is a driver that comes back to buy or […] The post Calm Down!
SmartAction
SEPTEMBER 17, 2018
In a time when customer expectations are continually rising, businesses have found that customers don’t just want great service – they want fast service. Customers are expecting faster, easier, and better service than ever before, and companies that have risen to meet these expectations have found great success. For instance, take a look at ride-sharing companies.
Connect
SEPTEMBER 17, 2018
The idea of using customer-facing chatbots can be intimidating. If you believe the negative press they are here to steal contact centre jobs. In reality, they should be seen for what they are: making your life easier.
Talkdesk
SEPTEMBER 17, 2018
Leading healthcare IT and consulting firm in Europe moves to Talkdesk Enterprise Contact Center Platform. Glintt , a leader in healthcare IT services, chose Talkdesk Enterprise Contact Center Platform to support their customer service operations. Global Intelligent Technologies (Glintt), a leading multinational technology company specializing in healthcare IT and consulting, will leverage the ease-of-use and cloud flexibility of the Talkdesk platform to reduce average wait and handle times and i
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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.
Stratifyd
SEPTEMBER 17, 2018
Enterprises around the globe use Stratifyd to power their customer experience and dig deep into their data. Check out how Mountain Khakis utilizes the platform to capture the voice of customer and turn their data into actionable insights.
Nuance
SEPTEMBER 17, 2018
I’m dreaming of a world where it is easy to use my mobile phone to connect with a brand wherever I am. No fuss, just picking it up and asking my question or doing whatever needs to be done. Just to be clear, I don’t contact the companies I do business with on a daily […] The post Why RCS Business Messaging might be the next big thing appeared first on What’s next.
CSM Magazine
SEPTEMBER 17, 2018
In a recent interview with CX Network, Phil Lewis, Managing Director, Corporate Punk and Sherrie Simmons, COO, In STEPPS outlined the necessary steps that need to be taken to fully prepare an organisation for AI. They explained the critical importance of ensuring a company is entirely ready before implementing AI technologies; and said that failure to be adequately ready a business for AI means that it may not bring tangible value to the organisation in the long term.
Solvvy
SEPTEMBER 17, 2018
The post Top 4 Tips for the 2018 Holiday Retail Season appeared first on Solvvy.
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!
Customer Experience Matters
SEPTEMBER 17, 2018
Hopefully you know by now that Temkin Group has labelled 2018, The Year of Humanity. We’ve been trying to propel people to embrace diversity, extend compassion, and express appreciation. We’ve been doing research as part of that effort. In our latest consumer benchmark study of 10,0000 U.S. consumers, we added questions about how often people demonstrate those three behaviors.
Natalie Petouhof
SEPTEMBER 17, 2018
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Call Center Pros
SEPTEMBER 17, 2018
The way that companies handle customer service has changed dramatically in recent years. More than a decade ago, there were only two ways to contact a company – by phone or by fax. Whether chatting, SMS or social networks… nowadays the channels available for customer service are increasing. But is it really necessary for your brand to use them all?
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
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