Tue.Oct 31, 2017

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Amazing Business Radio: Josh Liebman

ShepHyken

Josh Liebman Encourages Running Toward Complaints, Not Away From Them. When it comes to receiving complaints, there are many people who would view this as a negative occurrence. However, Josh Liebman encourages companies to seek out complaints, saying that there are likely many other people who feel the same way, but will never say anything. Without complaints, you never know what needs improving.

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Top 5 Posts in October

Contact Center Pipeline

This month, thoughts of the graveyard were on the minds of workforce management professionals—graveyard shifts, that is. Our most popular post in October, by Human Numbers’ Tiffany LaReau, offers scheduling advice for overnight shifts in the contact center. Other top-read topics looked at how to use employee and customer communities to drive innovation; how to […].

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Importance of Consistency Among Different Channels in the Contact Center

Taylor Reach Group

By: Colin Taylor . Recently I was asked to participate in an expert round-up on How Fortune 500 companies Manage Their Contact Center(s). More specifically, I was asked to provide insight on the importance of consistency among different channels within a Contact Center. There is a wide range of channels available in the Contact Center industry. Traditional calling is no longer the sole standard and thus the Call Center has evolved to the Contact Center, offering multiple channels such as email,

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The ROI of Call-Backs for Your Call Center [eBook]

Fonolo

In a perfect world, your contact center would never put callers on hold. If hold time is unavoidable, the next best thing to do is offer a call-back option. Removing the frustration of hold time will lead to happier callers. For many contact centers, this improvement in the customer experience is the primary, or even sole, motivation for adding call-backs.

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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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Five Things That May Scare Your Agents This Halloween

Aspect

Halloween is here, contact center leaders! But if you think you’re going to be able to spook any of your agents with tacky decorations or a clown mask, think again. Having thick skin is part of the. job, after all. If you really want to get a fright out of your agents, all you need to do is read on. Below we’ve listed five things that just may scare your agents this Halloween.

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Released November 1, 2017

SharpenCX

Insights Bug Fixes and ImprovementsWe corrected the issue where Advanced Query would not work properly, added Data Source as a drop-down that must be selected, and included help regarding how to format the “from” statement. Additionally, we upgraded the navigation and UI of Insights. Now, all navigation can be found in the lefthand panel, including Dashboards, [.].

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Why Omnichannel is “a big step forward” for Agents

Bright Pattern

We tend to think of omnichannel as a technical capability of contact centers. What decision-makers should not overlook is that omnichannel is also about agent performance.

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How To Reduce Agent Turnover With Just 5 Questions

SharpenCX

Learn more about Stay Interviews and how they’re helping contact centers reduce agent turnover by 20% or more. [.]. Read More. The post How To Reduce Agent Turnover With Just 5 Questions appeared first on Sharpen Contact Center Software.

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Mobilizing the Health Call Center Workforce (& Why It’s Needed)

Revation Systems

The rise of telehealth adoption has illuminated another tech trend: mobilization. As an increasing number of consumers turn to their smartphones instead of their laptops, industries such as healthcare must also consider how their employees use technology on-the-go , including mobilizing the health call center workforce in a way that best fits their unique needs.

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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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6 Simple Ways to Personalize Customer Relationships

VocalCom

If relationships are personal by nature, what does that mean for your customer relations? Quite simply, today’s customers seek authentic connections with brands that make them feel like valued individuals. It’s not enough to treat them kindly—they expect your company to understand their needs and deliver the products and services they actually want.

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How To Optimize Your Checkout For Better Mobile Conversion

LiveChat

More and more shoppers are doing their online shopping through their mobiles. After all, why fire up the PC or the laptop, when you have a perfectly good mini computer in your back pocket? For you as an online vendor though, this means that you need to optimize the checkout process for your mobile shoppers. It’s not enough to let them access the site through their mobile web app and hope they navigate it correctly.

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New Video: How to Design and Deliver Training Programs

Toister Performance Solutions

The most common question I hear from new trainers is "Where do I get started?" Breaking into the field of corporate training, adult learning, or workplace performance can be daunting. There's so much information out there it can leave your head spinning. Managers and supervisors who occasionally train their employees face an even tougher task. They naturally want to be solid, competent trainers but don't have the bandwidth to spend years becoming an expert.

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Make Chat a Success in Your Contact Center – 5 Best Practices

NICE inContact

Are you looking into implementing chat as a new channel in you contact center? Or are you already using chat, but looking into how to improve the way you manage the channel? Here are some best practices that may help make chat a success in your contact center. If you are not yet using chat, recent NICE inContact research confirms that you have good reason to look into this channel now: 40% of customers say that chat is one of their three preferred agent-assisted customer service channels (togeth

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The Open CCaaS Advantage Report

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.

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Spin Cycles and Curveballs – Customer Engagement Creates Winning Businesses

Mindtouch

Companies that understand their customers best, even at scale, will win market share and disrupt their competitors. Know thy customer! The importance of customer understanding has never been more obvious than it is today. Companies like Amazon, Facebook, Apple, Tesla, and Google have woven customer understanding into the very fabric of their products.

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Make Chat a Success in Your Contact Center – 5 Best Practices

NICE inContact

Are you looking into implementing chat as a new channel in you contact center? Or are you already using chat, but looking into how to improve the way you manage the channel? Here are some best practices that may help make chat a success in your contact center. If you are not yet using chat, recent NICE inContact research confirms that you have good reason to look into this channel now: 40% of customers say that chat is one of their three preferred agent-assisted customer service channels (togeth

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The Talkdesk Advantage: An Interconnected Contact Center

Talkdesk

At Talkdesk, we think a lot about how we can make contact centers better for customers. Our product is contact center software, so our focus is improving that tool, but in the bigger picture of the customer experience, there’s a lot more than goes into successful customer interactions than a contact center. In fact, the contact center is the tip of the customer experience iceberg.