Call Center Weekly
JULY 19, 2018
When we hear a word or phrase, the mind begins to create a concrete visual for an abstract concept so that we can make sense of the situation and behave as expected. The concrete visual for the abstract concept is based upon the individual’s understanding of a similar situation, the context for the occurrence and the circumstances surrounding the word’s utterance.
Contact Center Pipeline
JULY 19, 2018
In today’s world, the customer satisfaction survey is a given. Some businesses (Lyft, Airbnb) rely on it as part of the model, and could hardly exist without it. Others may not have the same degree of reliance, but are nonetheless diligent (and persistent!) in requesting feedback after every service transaction. Customer feedback today drives purchase […].
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
UJET
JULY 19, 2018
It's Friday. You're queuing up emails for next week's big product announcement when all of a sudden your email service stops working.
Beyond Philosophy
JULY 19, 2018
We all have a Status Quo Bias when it comes to decision making. Also called Status Quo Inertia, the Status Quo Bias is our preference to keep things the same or maintaining a previous decision. Your customers have one, too, and you can use it to get them to do what you want in your Customer Experience. In the 80s, two professors, William Samuelson and Richard Zeckhauser wrote an article for the Journal of Risk and Uncertainty called, “ Status Quo Bias in Decision Making.
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
CX Global Media
JULY 19, 2018
Contact center quality is transforming just like many other aspects of contact center operations. Good thing! For a long time, I’ve been advocating and teaching organizations about how to change their mindset and practices from a compliance and cost associated function with their quality program to an insight and value generating business activity. Meeting with Jim Iyoob from Etech Global Services at IQPC’s Customer Contact Week provided a great perspective on getting more value from contact ce
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CustomerServ
JULY 19, 2018
Vendor selection can make or break your outsourcing initiatives whether your company is new to outsourcing or highly experienced with vendor management. Well-matched vendor partnerships will bring the value, efficiencies and quality service delivery that has made outsourcing a sound strategy for growth-oriented companies. On the flip side, incorrect vendor selection could lead to poor performance, high stress and higher than expected outsourcing costs.
Fonolo
JULY 19, 2018
The headlines were cranked up to eleven: “Google’s Duplex AI could kill the call center.”. — Quartz. “Google Is Reportedly Looking to Take Over Call Centers.”. — Gizmodo. As usual, the press misunderstands the role of the call center, and the forces that might make it grow or sink. The demand for real-time human-assisted help – whether by voice or text – is not primarily a result of insufficient self-service tools.
Jive
JULY 19, 2018
More and more businesses are recognizing the value of using Hosted VoIP (Voice over Internet Protocol) for their company. Beyond managing costs better and providing a simple way to streamline communications, many organizations continue to see numerous, unexpected ways this phone system technology can help them. Here are some of the lesser-known perks of switching to Hosted VoIP. #1.
GetFeedback
JULY 19, 2018
Customer feedback makes your CRM even more powerful. Here are a few simple tips on improving visibility and driving action with Salesforce survey data.
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.
Quality Contact Solutions
JULY 19, 2018
By Angela Garfinkel, President. The best telemarketing companies understand the niche they serve and define their growth strategy to deliver the highest performance in that niche. At Quality Contact Solutions, we’ve defined our niche as sales. We exist because the world is driven by sales. At QCS, every call center and telemarketing program we conduct for our clients has a direct tie to growing or maintaining revenues on behalf of our clients.
SharpenCX
JULY 19, 2018
Imagine saving half your employees from quitting their jobs. Contact center turnover rates average between 30 and 45 percent, with some even reaching astonishing triple-digits. For you, this means constant scrambling and stretching yourself thin until you fill the gaps with new hires. Your plate is full of resumes, instead of serving up coaching moments [.].
Tethr
JULY 19, 2018
VOICE OF THE CUSTOMER (or VoC) programs have gained popularity in the last few years as more and more businesses are focusing their goals around improving the customer experience. Businesses know that to design better customer experiences, they need to truly understand what their customers need and want. Ironically, not many VoC programs involve listening to customers’ literal voices in the recorded conversations they have with contact center agents.
Toister Performance Solutions
JULY 19, 2018
LinkedIn Learning has just released a new edition of my Customer Service Foundations course. It's a training video designed to help people learn the fundamentals of service. Creating a course like this requires some tough decisions: Which skills are most important and must be covered? How in-depth should each skill be addressed? Which skills are useful, but best saved for a separate course?
Advertisement
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
JULY 19, 2018
Efficiency. It’s a buzzword that has been around a long time in the business world. We are constantly asked to do more and increase efficiency. There is no department where this is more true than in the contact center, and one way to increase efficiency is with integrations. The customer experience can be improved upon by making a multitude of information available to contact center agents, while also increasing efficiency.
Playvox
JULY 19, 2018
With call center turnover rates at 25%-35%, it can be a challenge maintaining quality customer service. The success of your organization depends on your staff, and if you are experiencing high turnover rates, you need to ask yourself why and how can you reduce call center turnover. Not to mention, high call center turnover rates are heavy on the wallet.
Infinity
JULY 19, 2018
As brands ramp up competition for attention and wallet space, your customers could be one click away from switching to a rival. Therefore, it’s vital to differentiate yourself in a manner that’s going to be of ongoing benefit to your customers. A great one-off campaign or an irresistible introductory deal might lure customers to your business, but will it keep them there?
Ameyo
JULY 19, 2018
We recently had an interesting discussion with a Customer Service Head of one of the leading banks in Africa, about how banking experience can be improved by empowering customer service agents with the right access to the backend applications for resolving customer queries efficiently. In banking contact centers compliance regulations are of utmost priority, and giving access of customer account information to agents is no less than opening a Pandora’s Box as it comes with its own share of pros
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!
Stratifyd
JULY 19, 2018
Industry Financial Services. Department Customer Experience. Use Case Customer Retention. Summary. Prudential uses Stratifyd to gain real-time insights into customer survey, employee survey, contact center, email, and social media data. They use these insights to quantitatively measure voice of the customer, voice of the employee, customer experience, and complaints.
Injixo
JULY 19, 2018
In the first blog article of our Contact Center Forecasting Fundamentals series, we covered different methods to forecast workload. That is, in fact, the first step in the process. However, despite workload forecasting, it’s equally important to invest time in forecasting the workforce required to staff against the demand you’ve identified in the first step.
Stratifyd
JULY 19, 2018
Industry Auto Manufacture. Department Quality Assurance. Use Case Survey + Service Centers Reviews. Summary. This customer is a global automobile marque. The brand is known for luxury vehicles, buses, coaches, and lorries. Challenge. Slipped from top 3 in JD Power IQS to bottom 15. Existing platform failed to provide productive view of current. issues which blindsided leadership in IQS repor.
Ann Michaels and Associates
JULY 19, 2018
The use of automation in customer service (think chat bots and automated email responses) is becoming more common these days due to its ability to increase efficiency and reduce the burden on human workers. However, in certain circumstances, human intellect, emotional intelligence, and empathy are needed to resolve a problem. As technology becomes more capable and lines are blurred between humans and machines, customer-centric companies will need to determine the most appropriate circumstances i
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.
Jon Arnold
JULY 19, 2018
It's time for another Ziff Davis/Toolbox.com webinar, scheduled now for Tuesday, August 14. The topic is based on select findings drawn from Internet Trends 2018 , an annual, public report on the state of the web, produced by Kleiner Perkins. Regular followers will know that I've written about some aspects of the report, and my subscribers also have access to a podcast I did about it, along with colleague Chris Fine.
Quadient
JULY 19, 2018
Digital business transformation is a must if financial institutions want to keep pace with customer experience expectations. According to Peter Wannemacher, Principal Analyst at Forrester, many financial institutions are moving towards an omni-channel, digital experience but, unfortunately, they are not keeping pace with shifting customer behaviours and expectations.
Expert insights. Personalized for you.
136 
Let's personalize your content