Wed.Feb 06, 2019

It All Begins with Good Health

Contact Center Pipeline

If you’re reading this article on the Contact Center Pipeline blog, chances are you are in management or an executive and that sufficient health care has never been an issue for you or your family.

Reality Check: Are your customers channels or people?

Call Center Coach

I’m cursed. Are you? For years I fell into a trap that I see many in the contact center industry fall in to. It’s the trap of managing workflow for efficiency. I need to be careful not to manage queues of interactions because that’s how it’s always been done.

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Contact Center CX: Next Issue Avoidance

CX Accelerator

Last week, Brittany Naylor (Vice President of Customer Support for Service Direct) queued up a wonderful topic in our CX Accelerator slack channel. It was "Next Issue Avoidance" and how support leaders are bringing this critical concept to life.

Core Values are Decision Filters


I’m honored to be the keynote speaker later this year at Office Pride , a franchisor of commercial cleaning service companies. All of the franchisees will be attending their annual meeting to network and learn about the latest and greatest opportunities happening in their industry.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Customer Experience ROI: How You Prove You Understand Customer Experience Strategy

Beyond Philosophy

Customer Experience as an industry is at a crossroads. As I have written before , the results that we should be seeing are not there. It’s time to put up or shut up. If we as an industry do not turn it around, we might see our budgets and headcounts reassigned somewhere else.

More Trending

Migrating from Zendesk to Kayako with an Automated Service


When you consider switching from Zendesk to Kayako and don’t want to dive into the tech details of the process, an automated migration tool may be the best option. One of such tools is Help Desk Migration service. It provides an intuitive migration wizard to lead you through the process.

How to Use Online Surveys to Re-Engage With Customers


Are you struggling with the knowledge that there are many customers who have stopped engaging with your brand? Many businesses are. And they keep wondering what went so wrong that their once engaged customer completely stopped responding to their campaigns, emails and so on.

What To Look For When Hiring a Customer Success Manager


Dear Louise, Although we have a lot of trial participants for our SaaS product, we are finding it difficult to convert them and we are experiencing some churn. I think it’s time, perhaps overdue actually, to bring a Customer Success Hero or two on board.

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How to Turn Survey Results Into Awesome Presentations


One of the most exciting parts of conducting an online survey is showcasing the findings and results when data collection wraps up.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

The Importance of Delivering Relevant, Reliable Customer Experiences


Global competition in the marketplace has put power in the hands of consumers. Consumers who are increasingly demanding quality interactions with their preferred brands. A whopping 88 percent of customers told Harris Interactive that a company’s ability to exceed their service expectations is more important than its innovative products or price points. Reliable customer experiences … The Importance of Delivering Relevant, Reliable Customer Experiences Read More ».

Benefits of Artificial Intelligence in the Contact Center Industry


Do you remember the last time you called an 800 number and experienced the run around you get when attempting to follow the prompts? Were the menus confusing? Did the speech recognition feature clearly understand your responses?

Pizza Enters AI Phase

Branch Mesenger

From retail to technology, here's the top stories we're reading this week at Branch HQ. ?? Small Biz Is Slow To Expand. ?? Americans Lining Up For Amazon Jobs. ?? Is the AI Future Of Pizza Here? ?? Retail Closures.So Far In 2019. ?? How Charlotte Russe Impacts Retail. ????

Customer Service Management: It’s Time to Change the Metrics

CSM Magazine

Customer experience (CX) has become a priority for the vast majority of organisations – or has it? With the large volumes of contact center advisors still incentivized based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Winning in the Experience Economy – Working up the CX Maturity Curve

NICE inContact

In part 1 of the blog, we looked at the foundations of building a robust Customer Experience (CX), starting with contact centers. In this part, we will look at a framework to assess your organization’s CX maturity level and provide tips to move to higher levels. Everyone is excited about CX, given the direct correlation with revenue and margins. But it quickly becomes challenging; companies are often lost on where to start and how to improve CX.

Law Firm SEO: 7 Tips for Lawyers and Attorneys

Abby Connect Virtual Receptionists

When it comes to internet marketing, it’s no secret that search engine optimization yields some of the highest returns you can find just about anywhere. If you’re reading this article, chances are you already know this and you’re just looking for that extra edge over your competitors.

8x8 Launches Speech Analytics and Integration Framework


Herb Kelleher, the iconic leader of Southwest Airlines made an insightful statement about strategic plans: “We have a strategic plan. It’s called doing things.”. We couldn’t agree more with this sentiment.

Why focusing on CX is key at times of change


Date: Wednesday, February 6, 2019 Author: Pauline Ashenden - Marketing Manager Why focusing on CX is key at times of change. Published on: February 06, 2019. Author: Pauline Ashenden - Marketing Manager Most industries today are radically different compared to 20 or even 10 years ago.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

4 Reasons Why Call Tracking is Crucial to Your Customer Service Targets

CSM Magazine

The approach to customer service has completely shifted in recent years. Now, 54% of customers have higher expectations for customer service compared to one year ago, which has left many organizations reviewing their operations to meet targets. However, no two organizations are the same.

5 Qualities of Great Customer Service Agents


Success in the contact center begins with the hiring process. When you bring in customer service agents who naturally have these five qualities, your customers are more likely to have positive experiences that strengthen brand reputation, engagement and loyalty. Hiring managers can use specific techniques to gauge a candidate’s emotional intelligence skills while ongoing training … 5 Qualities of Great Customer Service Agents Read More ».

New York Times Op-Ed Mentions Containment Rate


Containment rate is a well-established performance metric in the customer service world, but not as well-known as NPS or hold time. I would say it’s on the “wonkish” side as far as metrics go. So, you can imagine my delight to see “containment rate” mentioned in a New York Times Op-Ed last week!

PPC for Lawyers: 5 Tips for Winning More Clients

Abby Connect Virtual Receptionists

At some point everyone needs a good attorney. You know this to be true. Small Business & Entrepreneurs


The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Human Touch With Modern Technology


If you are looking for customer service solutions on which you can depend, you have come to the right place. Our team uses an omnichannel approach to customer service so that your customers can connect with you on a platform with which they are comfortable. Our friendly and caring team uses the latest technology to … Human Touch With Modern Technology Read More ». The post Human Touch With Modern Technology appeared first on Ansafone Contact Centers.

How AI Will Make Customer Service Reps Better At Their Jobs


This article originally appeared on behalf of the Forbes Technology Council, a community for world-class CIOs, CTOs, and technology executives. Read the original post here. thought leadership must read

Cloud Contact Center Architecture: Why Microservices Matter


As customer demands continue to evolve, it is no longer a surprise the impact that it can have on your organization’s bottom-line if you are too slow to respond. All businesses—no matter what industry—must strive to deliver the ideal customer experience.

Is Your Marketing Performing As Good As Your Sales Team And Vice Versa?


No matter how successful your sales team is at your call center, there’s always room for improvement. And luckily, there are plenty of call center tools that can help your agents become more productive and better at closing deals on the phone.

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How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Customer Retention vs. Customer Acquisition: Why Loyal Customers Pack More Value


Hanging on to your current, loyal customers packs more bang for your buck than acquiring new customers. Research shows that for every cent a company shells out to improve customer service, the ROI is between 34 to 400 percent. Read More.

Tuft & Needle Disrupts the Mattress Industry with Exceptional Customer Experience


Traditional mattress shopping can be painful. You are trying to buy the perfect mattress that you will be spending one-third of your day on, but you have to deal with an aggressive sales rep who is trying to hit his/her quota, the many options that are available and pricing, which is typically quite high. In 2012, one mattress company decided to change these perceptions and disrupt the mattress industry.

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Webinar: Broken Heart, Contact Center Drama & More

Monet Software

A Valentine’s Day Webinar from Monet and NewVoiceMedia. Date: Thursday, February 14, 2019. Time: 10am PST. It’s Valentine’s Day in the Contact Center. But, where is the love? Customers are frustrated, they feel taken for granted, and are looking at other brands. Your agents are not engaged anymore, and you fear they’re going to break up with you.