Thu.Jul 09, 2020

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4 Ways to Slash AHT With Call Center IVR

Babelforce

Post summary: AHT makes a poor agent target but remains an important number for call centers to monitor. Call centers which manage to organically reduce handling time have lower costs and higher CSat. Many call centers are missing the ‘low hanging fruit’ of reducing handling time with their existing IVR systems. Most call centers are smart enough to not make Average Handling Time (AHT) their main focus.

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Live Agents and Virtual Assistants: Better Together

Interactions

Automated customer service has been identified as the number one use case for AI-enabled digital transformation by leading analysts like Tractica and IDC. More and more businesses are turning to Conversational AI applications, such as virtual assistants, that automate tasks while also bringing benefits like improved customer satisfaction, decreased costs, and increased revenue. .

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Trending Sources

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An Easy Way to Evaluate Your Training

Toister Performance Solutions

My reputation was getting battered, and I didn't like it. This was years ago, when I supervised a training department in a contact center. New hires often struggled after completing our initial training program, and their supervisors would conveniently blame my team. The training program wasn't the problem, but I couldn't prove it. The contact center director wasn’t interested in my perspective when she had multiple supervisors saying their agents had not been properly trained.

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What A Face Mask Can Do for Customer Segmentation

Beyond Philosophy

A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment. Today, I have a new form of segmentation that I have been working on to help people during the pandemic.

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The 2023 Verint Experience Index: Retail

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

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What I Wish Everyone New About Why Calls Go Longer Than We Want (Contact Center Call Control)

Myra Golden Media

Yesterday I sat down with author, consultant, and trainer, Jeff Toister, to discuss a familiar problem customer service professionals grapple with in contact centers – conversation control. Jeff recorded our discussion, and you can view it here to discover a surprising reason why your calls are taking so long. Continue the Conversation with Me?

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Meet Human Numbers: Our July 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name: Human Numbers CEO/Founder: Tiffany LaReau, Certified Workforce Manager & Owner When founded: 2008 Describe your company: We create forecasts, generate schedules and develop staffing models for all kinds of contact centers. What is your background in the industry? My entire adult life has been in call […].

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Remotely supporting as a System Administrator

Spearline

We recently interviewed System Administrator, Daniel Popielnicki, about how he has adapted to working from home, the challenges he faced assisting other Spearliners, and more. Was it a big transition for you to work from home full time or did you work from home previously in your role? Have you had to adjust your work practices or your office setup at home?

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How Comcast is transforming the customer experience

Hero Digital

In this episode we talk with Rhona Bradshaw, SVP Consumer Experience Transformation at Comcast Xfinity. She shares an insider view into Comcast’s efforts to transform the customer experience and meet consumers’ evolving needs — even in the middle of a global pandemic. Bradshaw talks about new digital consumer behaviors that are leading them to develop new products and services that deliver ease of use and value in a highly competitive industry.

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Tips to Prioritize Your Agent Experience and Make Employees Happy

SharpenCX

When 45% of your agents take a spin through the revolving door to leave your company each year, it isn’t good for morale. And it isn’t good for your customers. Recruiting and training new hires cuts into the valuable time available for coaching and developing your team. Growing your agents is important to keeping them happy at work. And, helping your agents’ refine their skills expands their knowledge, too, so they can consistently deliver great service for your customers.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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7 Customer Marketing Strategies to Increase SaaS Retention

ChurnZero

Does your marketing often drop the L-bomb? You know the one: leads. They obsess over building perfect websites, landing pages, forms, content, and call-to-actions to have a modicum of chance to catch a prospect’s eye and attract their interest. Entire marketing budgets are devoted to their infinite pursuit and persuasion. But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball.

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Why Content Management is good, but Knowledge Management is great

Knowmax

Why Content Management is good, but Knowledge Management is great.

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How to Achieve Meaningful CX Measurement for CX-Based Compensation

inmoment

The Coronavirus pandemic has left no aspect of customer experience (CX) programs unchanged, especially compensation practices tied to CX results. COVID-19 has brought about uncertainty, but it also presents a unique opportunity to reevaluate—and redesign—CX-based compensation practices that companies have long held sacred. Let’s discuss how these practices are doing in the current age and how they might fare better during and after this pandemic.

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Post-Pandemic Productivity: How to Be Ready for a New Economic Outlook – Part 3

NobelBiz

In the previous two parts of this three-part article, we went on a long analysis of how the business world in general and the contact center world, in particular, have been impacted by the concurrent crises that have “plagued” 2020. Specifically, we zoomed in on consumer sentiment and psychology in a post-Pandemic world, and the gist of that is everything will be vastly different moving forward.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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How Comcast is transforming the customer experience

Hero Digital

In this episode we talk with Rhona Bradshaw, SVP Consumer Experience Transformation at Comcast Xfinity. She shares an insider view into Comcast’s efforts to transform the customer experience and meet consumers’ evolving needs — even in the middle of a global pandemic. Bradshaw talks about new digital consumer behaviors that are leading them to develop new products and services that deliver ease of use and value in a highly competitive industry.

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Pet Care Pod Episode 4: Splurging on Pets, Part 1

Maru Group

On episode 4 of our Pet Care Podcast, Erica Ruyle and I explore the world of emerging sectors and spending opportunities in pet care, as well as the emotions and drivers around splurging on treats, toys, and other pet items beyond daily food. Shoppers clearly have a different mentality around treats and one time purchases compared to daily food purchases.

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Northwest Community Credit Union Blazes New Trail With Messaging

Quiq

Share This Story Lines wrapped around branch locations that were three lanes deep and 45 minute wait times on the phone. That’s what 108,000 members at Oregon-based Northwest Community Credit Union experienced after branches closed due to COVID-19. Messaging instantly became a valuable channel that enabled members to get a response in 1.5 minutes or less.

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CXNext Live: How Credit Unions Are Accelerating Digital Transformation to Improve Customer Engagement

bold360 Blog

The banking universe is made up of two distinct worlds. There are those very large financial institutions — the Wells Fargos and Banks of America — that have giant IT budgets and big technology teams that can get CX done. Then, there are the little guys — regional banks, community banks, and credit unions. For a long time, these smaller players lagged far behind their national and international competitors when it came to implementing the latest gizmos and ideas.

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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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Free Webinar: The Customer Service Leader of the Future

CSM Magazine

We are just two weeks away from our next free customer service webinar: The Customer Service Leader of the Future: Identify the Strategies You Need to Stay Ahead of the Game. There is still time to secure your place today! It has never been more important to understand that customer expectations are rising and must be met head on by providing truly exceptional customer experience.

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Post-Pandemic Productivity: How to Be Ready for a New Economic Outlook – Part 3

NobelBiz

Exploring how to stay productive as a business and as a contact center after the Pandemic. The answer is elevating your customer experiences and investing in, rather than slashing the budgets of, your CX. It's time to get productive! The post Post-Pandemic Productivity: How to Be Ready for a New Economic Outlook – Part 3 appeared first on NobelBiz®.

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Pet Care Pod Episode 4: Splurging on Pets, Part 1

Maru Group

On episode 4 of our Pet Care Podcast, Erica Ruyle and I explore the world of emerging sectors and spending opportunities in pet care, as well as the emotions and drivers around splurging on treats, toys, and other pet items beyond daily food. Shoppers clearly have a different mentality around treats and one time purchases compared to daily food purchases.

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COVID-19 Customer Service

Ann Michaels and Associates

Customer service adjustments. During the last several months we have all had to make a lot of changes to our lives. We all have our own personal story on hardships as well as new opportunities. Working from home for the first time. Working while trying to home school kids for the first time ever. Getting accustomed to wearing a mask for the first time.

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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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How to Capture Customer Feedback Using Nicereply

Nicereply

Customer feedback is the backbone of an excellent customer experience. If you don’t know what your customers are thinking and feeling, you’ll never be able to shape their experience in ways that encourage customer loyalty and satisfaction. So how can you get that feedback? It’s incredibly easy if you’re using Nicereply. In this article, we’re going to get super practical.

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Defining Structured, Semi-Structured, and Unstructured Data

ConvergeOne

In my last blog post , I explained the value of unstructured data. In this post, I'd like to define structured and semi-structured data to further explain the meaning of unstructured data.

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Are You Thinking Strategically?

The Petrova Experience

Today, we are elevating our conversation to thinking strategically. The Petrova Experience is in the strategy creation business. So, we frequently encounter the difficulty businesses have anticipating, let alone defining, the tangible outcomes of a strategy engagement. Before the start of the engagement stakeholders want to know what physical artifacts we hand over.

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Brand Move Roundup – July 9, 2020

C Space

The Brand Move Roundup – July 9, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.

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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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No one wants customer Service

BetterXperience

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Adaptive CX: Reducing the Impact of COVID-19 in Your Contact Center

Humach

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Human Capital and the Customer Experience

BetterXperience