Call Center Weekly
MARCH 28, 2019
By Cohan Daley “Feel the feels”, “all about the feels”. Whether you love it or hate it, this phrase highlights a key point about digital communication. Customers are increasingly turning to self-service, chatbots or messaging apps, but while digital channels may be replacing voice for some interactions, how your customers feel about interacting with your brand is more important than ever.
UJET
MARCH 28, 2019
Customer support agents help customers resolve issues with the extra goal of building brand loyalty. Supervisors track metrics like number of calls taken, number of issues resolved or average wait time, but they might not have the time to listen to every call recording to see where improvements are needed.
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Bright Pattern
MARCH 28, 2019
Dell CIO, Jerry Gregoire, once said, “The customer experience is the next competitive battleground.” Gregoire believed that the winners of the next generation would be the companies that strive to create a brighter customer experience and disrupt their industry with a heavy focus on customer-centricity.
Customer Service Life
MARCH 28, 2019
This article was originally published on the ICMI blog on January 24, 2019. Click here to read the original post. When I was a customer service manager some of our team members employed a practice I affectionately referred to as “fishing,” or perhaps it’s spelled “phishing.” This, of course, could refer to anything from catching a salmon to illegally catching someone’s credit card information.
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Beyond Philosophy
MARCH 28, 2019
A consistent finding in psychology is that people don’t like uncertainty or risk. It’s called Risk Aversion, and we all have it to some degree. To be fair, we are not risk averse all the time. We also enjoy risky behavior, like gambling, smoking, or playing fast and loose with food expiration dates. However, as a general rule, we don’t like risk. Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Centriam Customer Experience Lab
MARCH 28, 2019
Recent articles about customer experience (CX) have included statements as grandiose as: “Customer experience is the new brand.”- Forbes. "Put customer experience at the heart of your operations.”- McKinsey. "Customer experience is the key competitive differentiator.” - Wall Street Journal. Yet, a common theme that emerges when we talk to clients about their CX efforts is the struggle with how to get started.
HelpCrunch
MARCH 28, 2019
Looking for a powerful yet affordable help desk tool? Zendesk is not your only option. Check these 8 Zendesk competitors to make a better choice. The post 8 Zendesk competitors: which help desk software should you choose in 2019? appeared first on HelpCrunch blog.
Vonage
MARCH 28, 2019
Imagine a technology that promises to help your business but instead is poisoning your customer’s experiences. A technology that has its most deadly effect at the precise moments when your customers need you the most. A technology so overlooked that it can sap the goodwill from thousands of customers every day without anyone paying attention to it – until it’s too late!
InGenius
MARCH 28, 2019
Gamification helps organizations achieve their goals and reach new levels of success. It isn't a new concept. For years now, app developers have been turning to gamification to incentivize their users to stay active and teachers have been giving gold stars to their students for good behavior. Especially in the past few years, employers have been using gamification in the workplace as well.
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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
ProProfs Blog
MARCH 28, 2019
Your company is the best in the business. You have world-class products because you buy from the best suppliers using top-notch materials. Everyone buys from you and your competitors cannot even come close in matching your quality and product range! Strangely, for some reason, you can’t increase your market share and move forward. Even though you have the best products the industry has to offer, your sales aren’t increasing.
Nicereply
MARCH 28, 2019
Putting yourself in customer’s shoes can really help you to empathize and keep your customer responses genuine and honest. Customer service is one of the most powerful factors that affects loyalty and sales. Providing great customer support might seem easy in theory, but it is actually pretty challenging in practice. Each customer you interact with is different.
5CA
MARCH 28, 2019
Back when I lived in London, it was a very exciting time every year when the big department stores lit their Christmas lights on Oxford Street. Catching a double-decker bus in the evenings, sitting in the front row on the upper deck and viewing all the sparkling lights was always a magic moment.
Jon Arnold
MARCH 28, 2019
As an independent analyst, I come across a lot of under-the-radar companies, and it’s important to extend coverage of the collaboration space beyond the usual suspects. Scale matters with the cloud, and as this market matures, it’s going to be harder for startups to gain traction. The majors will keep consolidating - as they always do - but choice is the best sign of a healthy ecosystem.
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.
Interactions
MARCH 28, 2019
Customer experience is more important than ever. Modern customers dictate why, when, and how they would like to engage with a brand, and companies are looking for innovative ways to elevate their experience. Naturally, they are exploring the potential of conversational AI and its promise of transforming the customer experience. Recently, I attended two highly informative conferences which looked at AI technologies and their impact on customer engagement – the Conversational Interaction Con
Quality Contact Solutions
MARCH 28, 2019
By Julie Kramme, Sales Executive. So, you’ve decided to use outbound calling as part of your sales and/or marketing strategy…You’ve acquired a list of prospects to call, and you know what you want the outcome of those calls to be. Now you need to develop a message for your telemarketing staff to effectively convey on your behalf…You need a telemarketing script.
NICE inContact
MARCH 28, 2019
Many small businesses count on customer service as a competitive differentiator against larger companies. Having a small business call center is a key piece of creating a competitive advantage with customer service. . If you’re a small business without a call center today, why should you create one? Almost every business interacts with its customers in some way, usually by phone.
ScreenSteps Call Center
MARCH 28, 2019
Call Center Managers often struggle with agent churn. Churn rates in the call center industry are extremely high, especially early on in the agent's time with the company. What many managers don't realize is that many of their agents "feel stupid". They are thrown into situations where they don't know the answers and are constantly having to either put the customer on hold while they talk to their co-worker, or pass the customer onto their manager.
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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.
NICE inContact
MARCH 28, 2019
Chat is a favorite interaction channel for customers and is increasingly offered as an option on websites and mobile apps. In our NICE inContact CX Transformation Benchmark , chat has the highest satisfaction of all channels with 47% of consumers saying they were very satisfied with chat, as it provides convenient, quick, and helpful service. According to WhosOn , 68% of people prefer to have root canal without anesthetics, a tax audit or a dinner with mother-in-law, rather than to wait on hold
Fonolo
MARCH 28, 2019
Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. Yet, in many cases, these periods of peak call volume come as a real shock to everyone in the contact center. For example, a marketing event promoting a product sale would be an easy predictor for an influx in calls, whereas an unexpected power outage or sudden b
NICE inContact
MARCH 28, 2019
Valvoline has built a trusted worldwide brand over decades in premium automotive lubricant products, services and stores. Its 180+ agent contact center handles more than 2.5 million inbound interactions annually—everything from product questions from customers to queries from large retail partners. In its local service centers, though, the customer experience was lacking.
GetFeedback
MARCH 28, 2019
GetFeedback seamlessly connects with Salesforce so you can easily manage your data and build an integrated feedback program.
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!
Customercount
MARCH 28, 2019
ARDA’S largest and most inspirational annual event, ARDA World 2019, is April 7-11 in Orlando, Florida. Members of the resort community come together to be inspired and educated by the experts, mix and mingle with colleagues, and to honor the … Continue reading → The post 5 Reasons to Attend ARDA World appeared first on CustomerCount.
Guru
MARCH 28, 2019
It’s easier to approach knowledge base maintenance as an ongoing activity than as a quarterly (or yearly) activity. But just in case you’re having a tough time dedicating some time to do that much-needed cleanup, here are 6 reasons that spring is the perfect time to get going.
VHT
MARCH 28, 2019
Customer experience (CX) continues to be a vital part of success for brands. So why are brands still struggling with CX, and exactly what are they having issues with? Solving these CX struggles can greatly improve a company’s growth potential, reputation and key business metrics. The solution starts with identifying any problems, then creating focused strategies to improve weaknesses and exemplify strengths.
Nuance
MARCH 28, 2019
Earlier this year I had the opportunity to speak at Nuance’s annual Customer eXperience Summit on the topic of Continuous Optimization – a process that improves performance of deployed applications while enhancing the customer experience and growing operational savings. One of the key strategies by which contact centers can continuously optimize their performance is in measuring […] The post Beyond Containment appeared first on What’s next.
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
Talkdesk
MARCH 28, 2019
This month, Talkdesk is focusing on how to make a difference in our communities. We shared how Talkdesk employees volunteer , and now, we want to spotlight how one of our amazing customers gives back. Bombas is a sock company that donates a pair of socks to someone in need for every pair they sell. But these aren’t just any socks! Bombas’ innovative socks are made with the softest long staple yarns in the world and have antimicrobial, moisture-wicking properties thanks to high-quality natural fi
Comm100
MARCH 28, 2019
We all like to look at the positives within customer service – its ability to surprise, delight, and offer real help which makes people’s lives a little bit better. But a lot can be learned from looking at the negatives too. And it’s certainly better to learn from the mistakes of others, than to go through that pain yourself. Here are five real life examples of live chats gone horribly wrong.
ConvergeOne
MARCH 28, 2019
In the first and second parts of this blog series, we shared the importance of focusing on the basics in cybersecurity and shared some tips for how to get started. Let’s wrap up by sharing some additional considerations you should address as you get started on your path to a more secure enterprise.
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