Thu.May 17, 2018

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6 Ways to Reduce Call-backs with the Right Language

Callminer

A significant goal for your call center is how to improve first call resolution (FCR) rates and reduce call-backs from customers. First call resolution is arguably one of the most important key performance indicators (KPI’s) because it shows how effective your agents are during conversations with customers. It also measures how satisfied customers are with the service they received.

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Why Hiring, Training and Recruiting Is Still a Challenge for Contact Centers

Contact Center Pipeline

In late 2017, ICMI surveyed the contact center community to ask about their challenges for the year ahead. What came out on top? Hiring, training and retaining agents. People-related problems are an age-old struggle for contact centers, which have notoriously high turnover rates. If you’re finding it difficult to find, train and keep excellent agents, […].

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Yanny vs. Laurel: Speech Analytics AI Weighs In

Callminer

The CallMiner team has been watching the Yanny-Laurel debate with great excitement.

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How Modern Support Impacts Customer Satisfaction

GetFeedback

Great customer support looks very different than it did a decade ago. Technology has given support teams incredible ways to reach the modern customer. But it’s also opened the flood gates to countless new channels. Once upon a time, customer support agents would split their time between one or two channels (usually phone and email). Today, they might work several channels at once.

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The 2023 Verint Experience Index: Retail

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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Humans vs. Robots: Why AI Won’t Replace Humans in the Call Center

CustomerServ

Artificial Intelligence (AI) and Robotic Process Automation (RPA) in Call Centers. Artificial intelligence (AI) is one of the hottest topics in call centers today. Strategic debates regarding its application for customer service, the potential for job disruption and the ethical issues surrounding human work displacement are taking place in boardrooms around the globe.

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Retail Apocalypse, Schmapocalypse

Branch Mesenger

News ??. ?? Arlington, Texas Announces They Lost Amazon Bid | Via: CNN. The Lead: On Tuesday, Arlington officials announced Amazon passed on the city, stating it is "no longer moving forward in the selection process" for HQ2. Arlington was informed of the tech giant's decision in recent weeks. Why it Matters: Amazon's very public quest to find a host city for HQ2 has become quite the contest.

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How To Write Customer Experience Surveys

Answer Dash

Understanding your customers is an essential part of enhancing the way of measuring customer success. Although other methods of interaction get more attention, the tried and true customer experience survey can get you the information you need most. What should be included in a customer experience survey? Answers may differ slightly, but experts agree on most of the basics.

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Proud Veteran Korey Evans Finds Camaraderie at SYKES

Sykes

It was night in Ramadi, Iraq and Korey Evans and his unit were under attack. “I was on the roof of the government building and all of a sudden we were getting shot at. Bullets were flying over our heads. We got into a firefight against insurgents. But luckily we survived that.”. Today Korey is a subject matter expert at SYKES in Las Vegas, after spending 20 years in the Marines and serving five tours in Iraq and two in Afghanistan.

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See you at the ICMI Contact Center Expo

Aspect

Next week, a couple of the Aspect team members are heading off to Disney World! No, not to visit Minnie & Mickey but to attend the ICMI Contact Center Expo. The expo unites professionals looking to further their knowledge in an industry that is under constant transformation. And as customer expectations continue to rise, what the contact center can deliver should too.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Tailoring Retail Customer Experience Programs

Centriam Customer Experience Lab

When it comes to improving customer experience, not all retailers are the same. Different business models, customer bases, and product selections prevent a one size fits all approach to providing great customer service. In their recent article titled “The Great Retail Bifurcation: Why the retail “apocalypse” is really a renaissance” , Deloitte divided retailers into three groups—price-based, balanced offering, and premier—to help explain differences in retail business performance post-recession.

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Doing the right things the right way. An interview with Genevieve Bruketa-Baskovic

ijgolding

The launch of my first book has finally become a reality! ‘Customer What? The honest and practical guide to customer experience’ was published at the end of April 2018. I would never have been able to achieve 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.

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The Other Way to Deliver Great Service: Tailoring Customer Experience Programs by Retail Segment

Centriam Customer Experience Lab

When it comes to improving customer experience, not all retailers are the same. Different business models, customer bases, and product selections prevent a one size fits all approach to providing great customer service. In their recent article titled “The Great Retail Bifurcation: Why the retail “apocalypse” is really a renaissance” , Deloitte divided retailers into three groups—price-based, balanced offering, and premier—to help explain differences in retail business performance post-recession.

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How Modern Support Impacts Customer Satisfaction

GetFeedback

Customer support looks very different than it did a decade ago. Today, agents support customers over many channels, and not all channels are created equal.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Join Us at ICMI Contact Center Expo

UJET

In less than a week, we’ll be heading to the ICMI Contact Center Expo & Conference in Orlando, Florida! Make sure to stop by our Booth (#401) to learn how you can provide intuitive voice and chat support experiences to your customers across all their preferred connection points—over the phone, on your website, and right inside your mobile app.

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Five Reasons Why You Should Evaluate Your Training Programs

Toister Performance Solutions

There's one question I always ask project sponsors who request training. It's a bit of a show stopper because 90 percent of the time my client hasn't thought of the answer. How will we evaluate the success of this program? A good answer can drive results. For instance, let's say you want to train employees to better handle customer complaints. There are a whole host of questions you would need to ask before doing the training if you wanted to evaluate it: What are customers complaining about?

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3 Ways Artificial Intelligence (AI) Can Improve Retail Customer Experiences

Outsource Consultants

A recent article by Javier Jimenez gives advice on how to make loyal customers out of your website visitors through a quality digital experience. This includes: Sharing data details (discounts, status of orders, etc.). Making the online and brick-and-mortar experience unified (e.g., purchase online, pick up in store). Advertising and pricing tailored to customers based on their past purchases and inquiries.

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Bright Pattern Named in “20 Most Promising Enterprise Communication Solution Providers of 2018” by CIOReview

Bright Pattern

Enterprise communications is getting increasingly complicated, but “implementing an effective enterprise communications infrastructure will help companies gain the competitive advantage over their compeers in the marketplace, owing to their increased workplace productivity facilitated by seamless communication,” said CIOReview.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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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Finding the Right-Size Outsource Call Center Partner

Outsource Consultants

There are many factors that go into selecting an outsource call center partner, including location, quality, scalability, price, culture, and many other criteria. However, one thing that many underestimate is the importance of the call center being the right-size fit for the company. For example, an outsource call center may be very large with a successful track record of working with numerous Fortune 500 companies, but this could mean that a small or mid-sized company wouldn’t have as much prio

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Why Ticket Deflection Is More Than Just a Support Metric

Mindtouch

Among the best customer service practices, ticket deflection is a mainstay. People (especially support people) jump at the prospect of lower support costs. But if reducing support costs is the endgame, you might be missing out on the bigger picture. When you talk about ticket deflection, what you should be stoked about is creating product experts. Limitations to support-centric ticket deflection.

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Fairly Allocate Call Transfers to Multiple Contact Centers

plumvoice

Juggling Multiple Call Centers When customers call your company, you can provide a wide range of information and services with the right IVR applications. Sometimes, however, customers have complex issues that automation can’t address. When this happens, you want to make sure that you transfer your customer to the best possible person to quickly resolve.

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7 Ways to Improve Customer Engagement with Call Center Integrations

Ameyo

Customer service is the backbone of every organization. It helps businesses to improve their brand and consumer relations. It does not matter how many interactions an organization has with its customer base, the kind of customer experience it delivers determines its success. To meet customer’s expectations, businesses must be prepared to engage its customers with great customer service.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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The Future of Customer Feedback

GetFeedback

How do you close the loop and stay ahead of your customers’ needs?

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6 Huge Mistakes That Are Hurting Your First Call Resolution Metrics

Playvox

First call resolution is such an important metric when it comes to measuring customer service satisfaction. Alongside Net Promoter Score, First Call Resolution (FCR) helps measure how effective customer service agents were in resolving clients’ issues the first time around, without customers having to call back regarding the same issue.

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Celebrating brilliant customer experiences at the UK National Contact Centre Awards

Sabio

On Tuesday evening, I was delighted to represent Sabio and get this year’s UK National Contact Centre Awards ceremony underway at The Brewery in London. Sabio was proud to be the main event sponsor for the awards programme, working alongside Ann-Marie Stagg and the CCMA Call Centre Management Association (UK) team.

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The Future of VoC Actionable Insights: Assistance Engines

Customer Experience Matters

Earlier this week I gave a speech called “The Future of CX: Humanistic, Prescriptive, and Responsive.” During that session, I discussed a missing link in today’s VoC technology: Assistance Engines. Here’s a picture of the future that I have in mind. Before I describe Assistance Engines, I want to go back to 2010 when I labelled VoC technologies as Customer Insight & Action (CIA) Platforms.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Why are so Many Schools Switching to Hosted VoIP?

FluentStream

The post Why are so Many Schools Switching to Hosted VoIP? appeared first on FluentStream.

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What Is Omnichannel CRM?

HGS

What Is Omnichannel CRM? . No matter how much blood and sweat is dedicated to creating a seamless customer experience, breakthrough success is only achieved if and when the business keeps a close tab on their customers, tracking their interests, and predicting their next move. And that’s because the latest tech and devices are integral to the daily lives of today’s customers, who are internet-savvy, impatient, and very busy.

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Mostly Positive Earnings Reports for Cloud Call Center Companies

Fonolo

It’s earnings time. We’ve been following publically-traded companies for whom cloud call center is a significant component of their business. Many released financial results in the past couple weeks, so let’s see what can be discerned about the near term future of the sector. This isn’t an exhaustive review, of course. To keep the blog post digestible, we are just focussing on companies with interesting news.