The Call Center School
MAY 8, 2019
High agent turnover is a problem shared across the contact center space. On average, attrition rates in contact centers are between 30-50%. In extreme cases, centers experience more than 100% attrition. In comparison to all other industries, this is exceptionally high where the national average hovers around just 15%. As you are probably aware, this is a very expensive problem.
Contact Center Pipeline
MAY 8, 2019
The idiom “off to a flying start” is defined as “a start or beginning of anything, as characterized by the participant’s vigor and enthusiasm.” To be off to a flying start is often considered as an advantage, for example: “She was off to a flying start due to graduating at the top of her class.” […].
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Beyond Philosophy
MAY 8, 2019
In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. It was a tough audience. One of the guys asked, “How much money are we going to get back by doing this?”. It was not an unfair question, but it was one for which I had no answer. We needed to change that and so began two-years’ worth of research with the London Business School to identify which emotions drive and destroy value.
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ShepHyken
MAY 8, 2019
The other night my wife and I met three other couples for dinner at a nice restaurant. The food was great, but the service ended on a sour note. Our server got lazy. His attitude toward the end of our experience reminded me that sometimes people don’t do what is requested – or even expected – simply because they don’t want to make the little extra effort to take care of their customers.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
GetFeedback
MAY 8, 2019
Customer service is undoubtedly a key player in any company’s customer experience (CX) program. It’s the necessary companion to a great product or service —in fact, 80% of customers say that the experience a company provides is as important as its products or services. Given its significance, we conducted a global study to identify the latest customer service trends and best practices.
CrazyCall
MAY 8, 2019
A buyer’s behavior together with sales techniques and processes have evolved significantly. Nowadays, most B2B customers make the decision about their purchase even before a sale rep contacts them. The aim of sales reps is to assist leads in their journey. From the moment they found out about the product until they made a purchase. However, inbound sales strategy doesn’t end here.
Return Customer
MAY 8, 2019
A business can be nothing without its customers. Whether they are high-end clients, repeat staples or one-off transactions, customers are customers, and all should be treated with the respect and benefit to your business that they deserve. Quite simply, poor customer service will eventually spell the end of an organization – according to the White House Office of Consumer Affairs, customers who are the victims of an unhappy experience will tell 9 to 15 people about it.
Ansafone
MAY 8, 2019
PRESS RELEASE Ansafone Wins 2019 Excellence in Customer Service Award Ocala, FL —May 7, 2019—Ansafone announced today that it has been named a winner in the 2019 Excellence in Customer Service Award presented by Business Intelligence Group. Ansafone was recognized because of its excellence in creating tailored solutions to answer their client’s needs.
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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
teleopti
MAY 8, 2019
Learn how to be a smooth operator using automated Workforce Management technology. Nick Brook at Teleopti shares 7 golden rules for releasing the benefits of Real-Time Adherence for smarter scheduling. Life is tough for workforce management (WFM) teams. Employees call in sick or run late to their shift, the latest promotional marketing campaign is so successful that product demand and call volumes are going through the roof or demand drops and too many employees are hanging around waiting to han
GetFeedback
MAY 8, 2019
Surveys. It’s what every company wants following a consumer’s experience with their brand. We finish a phone conversation with tech support and are asked to “remain on the line” to answer a few short questions about our experience today. Our inboxes receive surveys from companies we have done business with, asking for our feedback on a purchased product or service or an experience with their customer support desk.
Avaya
MAY 8, 2019
On any given day, contact center agents at C3i Solutions may field inquiries regarding sports drinks, tires, or pharmaceuticals, just to name a few. With more than 150 diverse clients, many among the FORTUNE 500, the leading business process outsourcing (BPO) company supports over 35 million omnichannel interactions each year in 175 countries via the customer’s channel of choice.
Unymira
MAY 8, 2019
Managing internal information and projects has become increasingly complex. This is particularly challenging when handling multiple customer service channels, applications and agent turnover. Complexity makes consistency and accuracy difficult.
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.
5CA
MAY 8, 2019
We’ve probably all heard of quality assessment (QA) before, where a quality specialist goes over agent interactions and checks to see if there are any possible areas of improvement or development. But what if we turn that top-down model on its head and instead embrace a collaborative approach, empowering them to be co-assessors? What if we ask them to self-reflect on their own performance, rather than only respond to the feedback of a third party?
NICE inContact
MAY 8, 2019
Companies hold contact centres accountable for delivering a critical competitive differentiator — superior customer experience. And so do customers: In fact, 73% of consumers say customer service plays an important role in their purchase decisions. 1. What Do Customers Want? Consumers want great experiences. They want interactions that are quick and easy; they want their issues resolved; and they want friendly and knowledgeable service.
Call Experts
MAY 8, 2019
Customer success analytics tools are essential for growing businesses. As technology advances and improves, experienced business experts are discovering that AI is the best tool for transforming the Digital Customer Experience. A study conducted on the Digital Customer Experience reveals that AI has the potential to significantly transform the process and most companies are already relying on these tools. 39% rise in digital sales. 45% enhancements in customer ratings. 95% growth in the numbers
SharpenCX
MAY 8, 2019
It only takes one late agent or a few no-shows for your contact center to go haywire. Phones are ringing constantly. Your inbox is full. Live chat and phone queues are getting longer and longer. When your agents answer, customers. Read More. The post Don’t Allow for Absenteeism in your Contact Center any Longer: Six Strategies for Better Workplace Engagement appeared first on Sharpen Contact Center Software.
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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.
Bright Pattern
MAY 8, 2019
Spring is a time for renewal, growth, and expansion. It is an exciting season that encourages people to take action and create change. So there’s no better time to attend some of the top customer experience events of the year.
Fonolo
MAY 8, 2019
This blog series explores two separate experiences related to the airline industry. In Round I, we looked at our CEO’s experience with Air Canada. This week, Fonolo’s Digital Marketing Manager describes his interaction with United Airline’s pre-flight customer service. And the experience is quite different indeed. While the airport and in-flight experience have United, Delta, and JetBlue offering guided meditations to help you chill out and destress, airlines have yet to find an antidote
GetFeedback
MAY 8, 2019
Surveys. It’s what every company wants following a consumer’s experience with their brand. We finish a phone conversation with tech support.
Eptica
MAY 8, 2019
Date: Wednesday, May 8, 2019 Author: Pascal Gauvrit - CTO Three books to help you master the power of AI. Published on: May 08, 2019. Author: Pascal Gauvrit - CTO Artificial intelligence is one of the most-talked about topics in the world today, with stories about its benefits and potential negative effects continually cropping up in the news agenda.
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
ClientSuccess
MAY 8, 2019
I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. I will also throw in a few runner-ups. You can also read the top 5 customer success financial metrics by clicking on the link.
GetFeedback
MAY 8, 2019
Customer experience (CX) actually simplified. Here you’ll find straightforward answers to the most popular questions on the CX space.
NICE inContact
MAY 8, 2019
Does your company have a true understanding of what your customers want, need and think? Specifically, how do your customers feel about your customer service? Have they embraced your new, leading-edge, AI-enabled chatbots? How about the latest digital channels? Or are they still most satisfied with a phone call with a competent agent? And what about your company?
SharpenCX
MAY 8, 2019
It only takes one late agent or a few no-shows for your contact center to go haywire. Phones are ringing constantly. Your inbox is full. Live chat and phone queues are getting longer and longer. When your agents answer, customers. Read More. The post Don’t Allow for Absenteeism in your Contact Center any Longer: Six Strategies for Better Workplace Engagement appeared first on Sharpen Contact Center Software.
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.
GetFeedback
MAY 8, 2019
A global study to identify the latest customer service trends and best practices for curating and optimizing customer feedback.
CX Journey
MAY 8, 2019
Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on July 12, 2018. When companies focus on people, their people - employees first, then customers - the numbers will come. This is a tough concept for a lot of executives to grasp. They know the old management adage, companies are in business to maximize shareholder value, all too well.
Guru
MAY 8, 2019
Guru’s founding team has been watching the same story play out for years: one team in an organization buys Guru, but quickly realizes that the knowledge they need to do their jobs extends beyond their individual team. From product to security, to marketing and CX, knowledge lives everywhere; often buried in team-specific tools, scattered documents, or people’s heads.
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