Thu.Sep 13, 2018

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Enhance Contact Center Engagement and Performance with Meaningful Recognition

Contact Center Pipeline

In the contact center, recognition for a job well done does wonders for boosting morale and motivation. Research by the Society for Human Resource Management (SHRM) has confirmed that effective recognition programs also have a positive impact on retention and recruitment, two critical challenges for many contact centers. The SHRM survey, “Using Recognition and Other […].

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Workforce Management's Impact on Customer Service

Call Center Weekly

Workforce Management drives CX A biker friend of mine recommended a book to me called “Freedom” written by Sonny Barger – yes “that” Sonny Barger – a founding member and former Oakland Chapter President of the Hell’s Angels. It took me about six miles, in one session, on the treadmill to read the book filled with Sonny’s rules for life. Some of the bits resonated with me – others did not.

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How Telecom Can Set Themselves Up to Fail at CX at 5G Speeds

Beyond Philosophy

I have a real problem with patience as far as my network is concerned. When the internet is slow, I throw all my toys out of the crib. It’s maddening. The good news for me is that the 5G network is coming. The bad news is that the 5G build-out is lagging behind many other countries in the U.S., which means it isn’t coming any time soon—at least not nationwide.

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4 Ways Data Analytics Transforms the CX

The Northridge Group

Today’s business environment is constantly evolving, but the consumer’s expectations are as focused as ever on the fundamentals of genuine, personalized, effortless and effective service. By leveraging insights that your customers provide on a daily basis, you can ensure that your business’s means of approaching the Customer Experience (CX) remain agile.

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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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How to Systematically Decrease Customer Churn

GetFeedback

Our best customers are the ones who stay with us. The proof is in the numbers: a 5% increase in customer retention can lead to a 25-95% increase in profits , according to a Harvard Business School study. One Temkin Group study concluded that loyal customers are 5x as likely to repurchase , 5x as likely to forgive, 4x as likely to refer, and 7x as likely to try a new offering.

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How Call Center Companies Can Improve Your Company

Ansafone

Can call center companies really improve your company? It is common for company managers to have reservations about outsourcing their contact center services because they believe the level of service could damage their brand reputation and quality of customer care. However, tapping this smart business strategy can potentially be the best thing for your company’s … How Call Center Companies Can Improve Your Company Read More ».

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Goals: How One NHL Team Scored a Customer for Life

Fonolo

I’m sitting here in Canada, a vast country with an ever-debated culture. Part of that debate is our collective, enduring love of hockey, one that sometimes puzzles me. It’s not unheard of to read sentiments like “ Hockey, what is wrong with you? ” or “ Hockey, I’m through with you ” in major Canadian publications in recent years. There are also subsets that are rather grim about its future.

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How to Systematically Decrease Customer Churn

GetFeedback

When you decrease customer churn, it leads to more than repeat customers and referrals. It keeps your brand reputation in check. Learn how to do it.

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How to Get Customer Feedback Without a Survey

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. I frequently use subscriber feedback to improve my Customer Service Tip of the Week email newsletter. Yet I've never used a survey.

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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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A Lesson on Coaching from John Wooden

SharpenCX

John Wooden was from a south-central town in Indiana called Martinsville, which is a stone’s throw from the wooded property I call home in Monrovia. I didn’t choose to highlight Coach Wooden because of that, though. Instead, I am starting. Read More. The post A Lesson on Coaching from John Wooden appeared first on Sharpen Contact Center Software.

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Introducing MapTrack.One: Adding accountability & predictability to the organisational approach to CX

ijgolding

Having worked with my good friend, Stefan Osthaus, for many years, it is never a surprise to constantly find him looking for new, innovative ways to help others improve their effectiveness in the field of customer experience. Like me, Stefan leverages decades of practitioner experience to support businesses and customer experience professionals in a consulting capacity, all around the world.

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DiscoverOrg: Finding the Peppermint Bark Moment

AskNicely

?. For Katie Bullard — Chief Growth Officer at DiscoverOrg , the leading marketing and sales intelligence provider — it took years of miserable holiday shopping experiences to recognize a truly great one. That moment came from a simple gesture at a busy Crate & Barrel store. To ease holiday stress, employees began handing out delicious peppermint bark to customers waiting in line.

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4 Ways to Adapt Your Coaching Style to the Needs of Your People

Integrity Solutions

No two people on your Sales team are the same. Coach accordingly… You’ve been coaching one of your salespeople and you think you’ve made good, clear points. You explained what needs to come next. And you’ve discussed what they need in exactly the way you understand it. Yet they’re still not following through. They’re still not growing. They’re still not executing on the plans, and they’re still not getting the results you expected.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Ask Abby Nicely: Should I Follow Up With All Detractors After an NPS Survey?

AskNicely

Dear Abby, For my NPS survey, should I follow up with all detractors or just the lowest scoring ones? A Detractor is A Detractor. I’ve noticed during check-ins with my clients that while they’re following up with their detractors, they’re actually only reaching out to the 0’s through 3’s. That’s an understandable inclination, but, in reality, a 6 can hurt you just as much as a 0.

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How to Systematically Decrease Customer Churn

GetFeedback

When you decrease customer churn, it leads to more than repeat customers and referrals. It keeps your brand reputation in check. Learn how to do it.

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Advantages of a Professional, Efficient, Outsourced Answering Service

TeleDirect

You never get a second chance to make a first impression – that’s true in many walks of life, from an initial date to an important business meeting. For your company’s answering service, your first chance with clients or potential customers sometimes occurs with a phone call. And if your answering service isn’t up to speed, or goes directly to voicemail, they may never contact you again.

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AI will shape the future of digital banking

Aspect

With the commoditization of banking services, the biggest differentiator for banks today is customer experience. Customers are far more likely to choose a bank based on factors such as the ease of navigation or quality of issue resolution; rather than on the actual offerings. This creates a challenge for the banking industry that is already in a state of flux and is grappling with the rise of more tech-savvy & “born in the cloud” banks.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Top 5 Processes that RPA can Master Best

Uniphore

Top 5 Processes that RPA can Master Best. Today, RPA software is quickly becoming the most efficient and cost-effective method for organizations to attain, optimize and deploy information from any data source or application, including websites, desktop applications, and enterprise systems, boosting the speed of business processes and services without the need to replace or alter existing platforms.

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Is a Professional Knowledge Base Worth the Investment?

Unymira

A professional Knowledge Base is usually an investment into a new software product that aims to improve processes for a certain department. This article will outline a possible impact that a professional knowledge base can make in a contact center environment.

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Regulatory Requirements that Impact US Call Centers Using a Publicly Switched Telephone Network

ChaseData

Federal regulatory requirements for call centers are a uniform set of rules that govern all call center operations in the 50 states and in American territories. Federal authorities governing call centers are the Federal Trade Commission (FTC) and the Federal Communications Commission (FCC). Let’s look at the Telephone Consumer Protection Act and the Telemarketing Sales Rule - as these two have most immediate impact on call center operations using the publicly switched telephone network.

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CX Storytime Tale of The Man Who Should Not Move

Russel Lolacher

What if a business supported one customer over you all based on how you looked? Stay tuned for a story of not so veiled racism, a teachable moment (question mark) and the rise of an online community. This is the Customer Experience Storytime tale of…. The Man Who Should Not Move. And so it begins…. The Story. ACT ONE: The aroma, the clarity, the head, the smoothness, the dryness, the bitterness… all the makings of a good beer.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Introducing Branch Pay: How We're Rewriting the Paycheck Playbook

Branch Mesenger

What if Every Day Was Pay Day? Or, more fitting for today’s modern hourly worker -- *what if pay day was the day you needed it most? *. For a majority of America’s 78 million hourly workers, pay day is often met with great trepidation and anxious anticipation. That’s because, for many of them, the next paycheck may often be the difference between making ends meet, repairing a vehicle, paying rent, locking in another student loan payment, progressing on credit card debt or worse, handling an emer

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CX Storytime Tale of The Man Who Should Not Move

Russel Lolacher

What if a business supported one customer over you all based on how you looked? Stay tuned for a story of not so veiled racism, a teachable moment (question mark) and the rise of an online community. This is the Customer Experience Storytime tale of…. The Man Who Should Not Move And so it begins… The Story. The post CX Storytime Tale of The Man Who Should Not Move appeared first on The Upsell.

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A Complete Voice of the Customer Program

Bright Pattern

What do my customers ………. Want. Need. Wish. Crave. Demand. Desire. Yearn For. Require. Fancy. Hunger. Have a hankering for? Simple questions with difficult answers. Where do you get the answers? Most would suggest going to the source, your customers, and I agree. Many companies today utilize Voice of the Customer [VoC] programs to help them “listen” to their customers.

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Agile Selling: Look Beyond the Buzzword

Cincom

Agile is one of those words. You know what I’m talking about. It’s one of those words that pop up … Continue reading "Agile Selling: Look Beyond the Buzzword". The post Agile Selling: Look Beyond the Buzzword appeared first on Cincom Blog.

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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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How to Overcome Clashing Data Center Strategies

ConvergeOne

Acquisitions can present a variety of challenges. When two companies have very different cultures, it can be difficult to bring them together in a way that satisfies employees from both original companies. Productivity can suffer when employees are stripped of the tools that help them do their jobs effectively.

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10 Call Center Training Ideas You Can't Miss Out On

Playvox

In a world where customer service is at the core of business relationships, it is essential to pay particular attention to call center training ideas. Here, there is a multitude of valid choices that can be made to establish and enhance the quality of the call center delivery, and yet some companies persist in relying on the same outmoded and ineffective approaches that render them at most mediocre in the delivery of care for the customer.

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From paper to PDF: The evolution of the edit

Nuance

We’ve come a long way from the secretary pool and Wite-Out™ Picture this: it’s 1980 and you’re in the office late reviewing a contract a colleague typed up on their IBM Selectric typewriter. All the “t”s are crossed, all the “i”s perfectly dotted, but wait – the latest payment terms you expertly negotiated weren’t included. […] The post From paper to PDF: The evolution of the edit appeared first on What’s next.

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