Beyond Philosophy
MARCH 9, 2018
On our Intuitive Customer podcast , Professor Ryan Hamilton and I have been talking about the ways that customers are irrational in their decision making, often focusing on things that seem irrelevant. I came across an excellent example of this in a Scientific American article about men and the environment. We men, it seems, aren’t as good at being environmentally friendly as women are.
ShepHyken
MARCH 9, 2018
This week we feature an article by Gemma Baker who writes about how the customer service world has changed with the development of digital communication channels. – Shep Hyken. It is no secret that customers are turning towards digital communication channels when contacting organizations. This is expected to grow, as over the next 5 years it has been predicted by Gartner that phone interactions will drop from 41% to 12% as consumers keep going digital [i].
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Beyond Philosophy
MARCH 9, 2018
Diminishing Sensitivity is part of Prospect Theory. This refers to customer sensitivity to further changes based on where they have started. What are the implications for business, customer experience and designing and delivering experience? The post Why Do Customers Expectations Constantly Change? appeared first on.
Outsource Consultants
MARCH 9, 2018
In today’s competitive business environment, many companies are realizing the benefits and cost efficiencies of outsourcing some or all of their call center activities to a third-party partner that specializes in professional, inbound, outbound, and BPO services. Selecting an outsource call center partner is difficult and time-consuming. Because you are selecting a partner that is an extension of your business, your choice must be compatible, experienced, reliable, and cost-effective. .
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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.
TeleDirect
MARCH 9, 2018
Your customer service capability isn’t simply a nice-to-have. It’s everything to your business, your brand, and your reputation. Without an effective call center strategy, you’re missing out on a golden opportunity to satisfy client demands – and excel with innovative, on-point contact services. If you can’t find a solution, your competitors surely will.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CSM Magazine
MARCH 9, 2018
If you want to improve the customer service experience provided to your clients, there are multiple things you can do, including understanding your target market and their needs and wants better, providing more comprehensive information, and responding to queries more quickly. However, at the end of the day, the service your customers receive comes down to the team you have, and how happy and engaged they are.
UJET
MARCH 9, 2018
Next week, we'll be at the Gaylord in Kissimmee, FL for Enterprise Connect 2018! Stop by our booth (#2219) to talk with our team and learn how you can provide intuitive voice and chat support experiences to your customers across all their preferred connection points—over the phone, on your website, and right inside your mobile app.
Outsource Consultants
MARCH 9, 2018
In a recent article , Daniela Puzzo discusses the importance of call center agent training (both initial and ongoing). However, she takes a unique approach to the concept by offering fun and unique methods of training that can break the grind of call center life and help engage agents. The following are her four fun and easy strategies to train call center agents: .
MicroAutomation
MARCH 9, 2018
In the past year, there have been numerous content pieces about Artificial Intelligence (AI) and the future of work itself. While self-driving and cars and robot butlers are fascinating topics, AI's applications in customer service and customer experience (CX) are here now and are permanently transforming how customers interact with brands.
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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
Outsource Consultants
MARCH 9, 2018
In a recent article , Ganesh Mukundan discusses the impact a Voice of the Customer (VoC) program can have on a business. If companies aren’t seen an increase in revenue and if they don’t retain a higher percentage of customers, then there is a solid chance their VoC program isn’t working properly. The article provides and discusses the following five problems that can get in the way of a VoC program: Not having a clear objective.
Grupo Noa
MARCH 9, 2018
In today’s fast-paced environment, customers want excellent services round the clock. For any business firm, it could be both challenging and tough to live up to customer’s expectations without outsourcing its call center service. With robust technology and professional acumen, telecallers are likely to handle customer’s queries better than the company’s employees.
Outsource Consultants
MARCH 9, 2018
The biggest challenge when working with a call center outsourcing partner is making sure they’re providing consistent, ongoing performance. This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance. The key thing you need to do is agree on top KPIs (Key Performance Indicators) for the call center partner to monitor on a daily and monthly basis to optimize performance.
Grupo Noa
MARCH 9, 2018
In today’s fast-paced environment, customers want excellent services round the clock. For any business firm, it could be both challenging and tough to live up to customer’s expectations without outsourcing its call center service. With robust technology and professional acumen, telecallers are likely to handle customer’s queries better than the company’s employees.
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.
Outsource Consultants
MARCH 9, 2018
This week has been special for Outsource Consultants. For the first time since the summer of 2017, everyone in the company has been reunited in the same location! Our colleagues based in Missouri and Colorado are in town to work at headquarters for the week, so we decided to celebrate this reunion by going out to dinner as a team. In addition to this reunion, we also celebrated the birthday of Dave LaBatt (VP of Global Sales).
FreshGrade
MARCH 9, 2018
Busy week? We’re here to help. Here’s our roundup of top educational stories from the past seven days: “The problem is that there are parents, politicians, lawmakers, and even some educators who continue to promote an educational model and prepare students for a world that no longer exists.” Reinventing education for today’s digital learners, via edCircuit.
Outsource Consultants
MARCH 9, 2018
In a recent article , Shelby Faris points out that while many companies have been putting emphasis on the customer experience in recent years, it can only take you so far before you need to bring the emphasis back on customer service. Customers expect every company to provide a great experience, but without a quality service behind it, these customers will leave one brand for another with better service.
FreshGrade
MARCH 9, 2018
Busy week? We’re here to help. Here’s our roundup of top educational stories from the past seven days: “The problem is that there are parents, politicians, lawmakers, and even some educators who continue to promote an educational model and prepare students for a world that no longer exists.” Reinventing education for today’s digital learners, via edCircuit.
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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.
Outsource Consultants
MARCH 9, 2018
The process of selecting the right cloud-based call center software solution is lengthy and time consuming. A Google search, colleague referral, and a few phone calls to vendors will not result a sound business decision. As you begin the search process, it’s helpful to layout a time and resources continuum so that everyone involved understands the kind of time and energy that will need to be invested. .
Jon Arnold
MARCH 9, 2018
Visitors to my website will know that I produce a newsletter, available on a sign-up basis. I'm not asking much - just your interest to learn more about what I do, and your email address - and over time, am hoping that will drive more engagement with some of you. Many followers sign up for alerts for my new blog posts via RSS, but I don't know who you are.
CSM Magazine
MARCH 9, 2018
There are many things which tend to annoy customers in a retail, or related setting, including rude or unavailable support staff, difficulty accessing stores in person, finding information online, prices which don’t offer value for money, and so on. However, something that can really be a detriment to your business because it frustrates customers is having lots of damaged or broken goods, and continually running out of the most sought-after stock.
LiveChat
MARCH 9, 2018
Wouldn’t it be great if you could sell on Instagram? As one of the fastest growing communities has rapidly grown to 800 million monthly users , the lucrativeness of using Instagram for eCommerce has increased as well. More and more companies opt for building their businesses on Instagram. Any proof needed? 80% of users follow at least one business on Instagram. 75% of Instagram users take action after visiting a post. 10x times higher engagement on Instagram than Facebook, 54 times higher than P
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!
CSM Magazine
MARCH 9, 2018
For the first time in 14 years, the UK has topped the international Smile rankings. The UK scoried 94%, just ahead of Greece, Puerto Rico and Russia with 93%. The Smile report provides a summary of more than 1 million answers by customers to questions on B2C sales interactions with staff in 50 countries during 2017. The report is compiled by Better Business Worldwide from information supplied by mystery shopping providers around the world on frontline performance.
Verint
MARCH 9, 2018
Providing one-stop financial services to current and former members of the military and the Department of Defense and their families, Navy Federal Credit Union is the world's largest credit union with more than 7.5 million members, $90 billion in assets, and 17,000 employees. The company leveraged Verint Workforce Optimization to help automate staff planning and scheduling—in turn, enjoying savings in the millions of dollars by reducing overtime and excess staffing costs.
CSM Magazine
MARCH 9, 2018
Regardless of the ongoing changes being made to the energy and utilities market in recent years, a key conundrum faced by the industry is that they are still one of the worst sectors when it comes to delivering exceptional customer experiences. Other industries have set the bar high in regards to customers’ expectations when it comes to the service they receive.
Dialer 360
MARCH 9, 2018
Let’s face it, there are some concerned and important decisions to make an outbound call center solution. With quickly developing innovations, the rise in customers’ expectations and consistently expanding channels require significant changes and updates in the call center solution. Supporting and developing strong customer connections require highly motivated staff and use of right technology.
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
Call Center Weekly
MARCH 9, 2018
By Elaine Carr, CPLP Several years ago while interviewing for my job at ICMI, an employee asked me, “What’s the biggest training obstacle for contact centers?” I thought for sure this must be a trick question. The answer is just so obvious. When I answered, “Getting people off the phones to do training,” the interviewer threw her hands in the air indicating I scored a touchdown.
Mindtouch
MARCH 9, 2018
How you say things is as important as what you choose to say. This means languages, too! As businesses reach global audiences faster than ever thanks to social media and search engines, they need to consider the role of site localization in their customer engagement strategies. The Shell and the Kernel. Localization is the adaptation of a site to suit a target locale.
Dialer 360
MARCH 9, 2018
According to Dimensional Research 2013 research (a leading market research company), “72% of clients were dissatisfied of the call center services leaving while on hold or checking online for the problem after being passed on to a number of representatives in a call center”. Call center hiring is a daunting task with lots to consider and nothing to neglect!
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