Wed.Mar 28, 2018

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"Follow the Leader", Featuring Al Hopper

Call Center Weekly

What are your thoughts on industry standards, with regards to contact center metrics? Why do we use metrics? To determine our success at something. In sports we use metrics like yards gained, strike outs, or minutes played per quarter. Those metrics work because it's a standard measurement between teams and even eras. Industry standards are the same; they allow business leaders to learn how well they are doing when compared to others.

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Which Department Handles Customer Experience? All of Them.

ShepHyken

Loyalty can be measured and it can be monetized. The sales & marketing departments may get customers in the door. Why not have a loyalty department that will keep them coming back through the door? — Shep Hyken (@Hyken) March 17, 2018. That’s a tweet I posted based on an article I wrote not that long ago. Ian Spindley ( @IanSpindley ) responded with the following comment: As far as you know, has #industry always called it sales & #marketing (just because it flows/sounds better)?

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Bad Feedback Is the Best Feedback. Are You Listening For It?

360Connext

As an employer, you need to provide oodles of feedback to employees to ensure they know what they’re doing, what they’re supposed to be doing, what they’re doing well and what they could be doing better. Bad feedback from employees and customers alike provides a way to prevent little annoyances from becoming reasons for good people to leave you.

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“Fish or Cut Bait” Is Idiom Speak for “Don’t Procrastinate!”

Contact Center Pipeline

“Fish or cut bait” is of U.S. origin and, of course, derives from the sport of fishing. Cutting bait is a straightforward literal term that means chopping up bait to attract larger fish. The phrase began to take on more figurative meaning around the middle of the 19th century. “Fish or cut bait” essentially refers […].

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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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Can a Cloud Contact Center Be Built from APIs?

Bright Pattern

Twilio, the global cloud communications platform, is the applications game changer whose API building blocks successfully showed developers that customizing and deploying global telephony, chat, routing, and task distribution tools can and should be easy.

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Improving Customer Experience Through A/B Testing Your Customer Service

Return Customer

Multivariate testing (including A/B testing) is a technique used to identify the best performing campaigns on your marketing inventory. Such testing tools can be used to identify the ad copies, landing pages and even Call-To-Action (CTA) buttons that perform the best. The way to do this is simple – marketers pick two or more variations of the component to optimize (ad copy, landing page, etc.) and make these variations available to a random group of website visitors who belong to the same

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The 10 Worst Customer Feedback Question Mistakes You Can Make

Genroe

Customer surveys come in many shapes and sizes but customer feedback question mistakes tend to be the same and repeat time and time again. These mistakes reduce the effectiveness of the feedback survey itself, waste your time and the customer’s. They are not difficult to correct, so here is how to identify and correct them […]. The post The 10 Worst Customer Feedback Question Mistakes You Can Make appeared first on Genroe.

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Why it is time to calculate the ROI of VoC programs

Eptica

Date: Wednesday, March 28, 2018 Why it is time to calculate the ROI of VoC programs. Published on: March 28, 2018. Author: Olivier Njamfa Businesses have been running Voice of the Customer (VoC) programs for some time , but in many cases overall customer satisfaction has actually deteriorated. Part of this is due to rising consumer expectations, but it is also due to a failure of VoC programs to deliver a real return on investment by driving significant changes in the business.

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The New Call Center Era – What Just Happened?

Fonolo

First, some perspective: No $20 billion industry changes quickly. Yes, a growing fraction of call center seats are switching to cloud-based offerings. But Avaya, Cisco, and Genesys are still going to sell hundreds of millions of dollars worth of call center equipment this quarter (and for many quarters after that). Heck, there are still 300,000 Nortel-era CS1000’s powering 40 million phones out there.

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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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How Do You Measure #CX Success?

CX Journey

Image courtesy of Unsplash How do you measure success of your customer experience initiatives? For any type of project or initiative that you undertake, it's important to be able to track progress and measure success. In order to do that, you must first outline what success looks like and what metrics you'll use to measure that. Outlining what success looks like starts with: specifying the problems to solve, establishing the objectives, and defining the desired outcomes.

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Single Source of Truth: The Knowledge Management Technique that Could Turn your Organisation Around (SSoT)

Livepro

If we’ve learnt anything from working in and around contact centres, it is how much pride customer service consultants take in their work space. Visit any customer service contact centre and you will invariably find an array of accoutrements adorning each desk – sunny vacation snaps with loved ones, trinkets collected from holidays past, and of course, every consultant’s best friend – the company cheat sheet, printed and proudly pinned up, ready for when the consultant needs the extension to the

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Can automotive dealers still appeal to car buyers in 2018?

Infinity

For automotive dealerships the main goal is to drive more car sales every month. The sales engine stops for no one. Customers may drive away with a car, but what is their level of satisfaction with the whole car buying experience? After all, other options of buying are becoming increasingly easy. According to Autotrader, 72% of customers would visit dealerships more often if the buying process was improved.

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5 Benefits of Improving Agent Productivity

Mindtouch

Despite new trends like automated support and chatbots , the human element remains a cornerstone of customer support. Many customers still want to talk to a human being. And when those customers do inevitably call in to the contact center, it’s important that they’re met by a prompt, knowledgeable, and efficient agent. Easier said than done, true. Still, it’s crucial that we equip our agents to deliver a high-quality customer service experience.

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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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The Pros and Cons of Hiring College Students as Call Center Agents

Monet Software

With summer fast approaching, many college students will re-enter the workforce. Contact centers, especially those that struggle with attrition year round, will suddenly have more applicants. Should they be eager to embrace the college crowd? Here are some of the pros and cons. Pro: Availability You don’t need a college degree to be a call center agent, making the position ideal for students – especially those studying business that would gain experience dealing with customer service issues and

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Busted Brackets: What Data-Driven Decision-Making Feels Like

Centriam Customer Experience Lab

Bracket busted? Mine too ??.

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Workforce Optimization: The Solution to Overstaffing and Understaffing

Monet Software

Remember the days when 10-20% of the calls a business receives would be questions about what time the doors closed, or how long that holiday sale would last? Today, such basic inquiries are answered through the company website. Customers only call now with more substantive issues – why is this product I purchased not working? Who can I ask about whether this product can function if attached to this component?

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CSM from the Trenches: Mentors – Sara Masson, Senior Customer Success Manager, Loopio

ClientSuccess

For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

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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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Should Contact Centers Be Forced To Reveal Where They are Located?

Monet Software

It happens almost every year: A bill is introduced in Congress to address contact center outsourcing. The 2018 version comes from Ohio Senator Sherrod Brown, who has proposed legislation requiring contact center employees in India and other foreign locales to reveal their location during each call, and offer customers the option of being transferred to an agent within the United States.

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Enterprise Connect - BCStrategies Podcast Review

Jon Arnold

Many of us with BCStrategies both attended and presented at Enterprise Connect earlier this month, so there was a lot of collective insights in our circle. The best way to bottle that is with a podcast, and after recording it a few days ago, it's now been posted to our portal. Here's the link , and I think you'll find this a very good way to tap into the essence of what came out from the conference.

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5 Small Steps to Growing your Business in 2018

CSM Magazine

Achieving growth is a shared goal for almost all businesses, but learning how to do it effectively can seem overwhelming in terms of resources and budget. The truth is that achieving growth doesn’t have to be complicated. When a properly developed strategy is implemented, you’ll begin to see how taking small, calculated actions will deliver the most effective and quickest results.

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Defining the Human Age: A Digital and Ethical Challenge

Verint

Emerging technologies have significantly transformed customer engagement in recent years, from the rise of mobile reducing face-to-face communication, to artificial intelligence (AI) driving innovation across a range of sectors. But it’s not just brands that have harnessed advances in technology—consumers have too. Whether choosing to shop online rather than in-store or engaging with a chatbot, consumers now expect to be able to interact with brands digitally.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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ABC’s Of Leadership – L Is For Loyalty

CSM Magazine

Does company loyalty exist anymore? The definition of company loyalty has certainly changed over the years. Gone are the days when an employee would stay with one company for thirty years, especially since that is what employers valued back then. Even staying with one company for ten years is becoming a thing of the past. Now it seems like the longer you stay at a job, the less marketable you become.

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Traits of Engaged Employees

Brad Cleveland Blog

The National Business Research Institute (NRBI) identifies six traits engaged employees have in common, including: They believe in their organization. They have the desire to work to make things better. They understand the business context and big picture. They are respectful and helpful to colleagues. They are willing to go the extra mile.

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The Top Three Motivators for Any Generation

CX Accelerator

Originally published on ICMI Blog Does your contact center resemble an episode of "The Walking Dead?" Whether or not you've reached zombie apocalypse levels of engagement, all customer service leaders must be intentional to win the hearts and minds of our staff. The "why" behind our efforts will ultimately determine the quality and consistency of work.

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Traits of Engaged Employees

Brad Cleveland Blog

The National Business Research Institute (NRBI) identifies six traits engaged employees have in common, including: They believe in their organization. They have the desire to work to make things better. They understand the business context and big picture. They are respectful and helpful to colleagues. They are willing to go the extra mile.

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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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Customer Service KPIs, Metrics and More: How to Build an Effective Reporting System

Comm100

The success of a customer support team is heavily reliant on customer service reports, metrics and KPIs. Reports help managers to gauge the team’s performance and make improvements to service. Apart from this, mangers are also able to use reports to monitor the customer support team, cut costs, streamline the processes that support the customer service department and make strategic decisions.

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Build your business case to invest more in customer experience – Learn the metrics that move the needle

NICE inContact

In part one of the blog series, we looked at a framework for building a strong business case to invest in customer experience technologies. In this blog, we will take a deeper look at some of the Key Performance Indicators (KPIs) that drive enhanced customer experience and true financial benefits. Of the many metrics that Contact Center Executives care about, here are some key ones that directly impact customer experience: Customer Satisfaction (CSAT) – This continues to be the #1 direct measure

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Walk a Day in the Shoes of Your Customer Service Staff

CSM Magazine

The single most effective way to truly engage with staff and customers is to literally do their job with them. This is not a time to judge or evaluate performance unless a true issue emerges. This is the time to understand what your team encounters every day in their responsibilities. Doing this will give you a sound framework for many business decisions.