Beyond Philosophy
JUNE 19, 2017
I’ve been flying major airlines for a long time, and like everyone else, I’ve noticed the changes – and not in a good way. The checked baggage fees. The snacks we don’t get anymore. Exorbitant fees to change an itinerary and seats that are way too cramped. At one point, carriers said these changes were necessary to stay afloat amid skyrocketing fuel prices.
Callminer
JUNE 19, 2017
To help you decide which blogs deserve your time, we have compiled a list of the 50 best debt collection blogs online!
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Call Center Weekly
JUNE 19, 2017
By: Sean Hawkins When agents in your center provide great service, how do you reward them? Below are a few methods I've relied on that go over extremely well. If your department is working with a limited budget, these are great ways to reward top performers with minimal impact to your bottom line. The Quality Assurance Award - If you measure agent quality, you're going have a top performer.
Bill Quiseng
JUNE 19, 2017
Your most important assets are not your customers and your employees. It’s how your customers and your employees feel about your company. Your success as a customer service manager is directly proportional to your ability to drive simultaneously customer satisfaction and employee engagement. Happy employees are inclined to go above and beyond for your customers.
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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.
Aspect
JUNE 19, 2017
Last week’s CXP series post covered using CX Designer for self-service application creation and today we are going to continue the series by covering the additional capabilities that take our chatbot creation platform to a new level. Interactive Text Response (ITR) is so much more than simply recasting traditional IVR interactions into a text channel.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
VocalCom
JUNE 19, 2017
While the omnichannel approach makes it easier than ever to engage customers, few channels match the potential of live chat for delivering both great service and increased sales. As a convenient and personalized channel that offers support when customers need it most, live chat is ideal for offering timely and detailed solutions and assisting customers who might otherwise abandon a purchase.
Connecting the Dots
JUNE 19, 2017
CCMC ~. Head of Quality at the Dr. Pepper Snapple Group, Ken Feldman, and John Goodman, Vice Chairman of Customer Care, teamed up to co-author Quality’s New Frontier, Applying continuous improvement tools to marketing and sales. (PDF, 1.2Mb). In their article, Goodman and Feldman emphasize that data shows a need to apply continuous improvement methods to marketing and sales departments, and they describe how to overcome the fear these teams often have that quality methods suppress creativity.
Pipkins
JUNE 19, 2017
While NYC’s new labor laws aim to make work time more stable for fast food workers, they could prove costly for employers with nadequate workforce management systems. Starting this November (Nov. 2017), New York City is implementing more stringent regulations on the scheduling of fast food workers in the Big Apple, putting increased burdens on these businesses in terms of their workforce management (WFM).
Connecting the Dots
JUNE 19, 2017
CCMC ~. Head of Quality at the Dr. Pepper Snapple Group, Ken Feldman, and John Goodman, Vice Chairman of Customer Care, teamed up to co-author Quality’s New Frontier, Applying continuous improvement tools to marketing and sales. (PDF, 1.2Mb). In their article, Goodman and Feldman emphasize that data shows a need to apply continuous improvement methods to marketing and sales departments, and they describe how to overcome the fear these teams often have that quality methods suppress creativity.
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!
Contact Center Geek
JUNE 19, 2017
Contact center managers, you are still wrong about AHT (Average Handle Time, also known as Agents Hate This ). Maybe not all of you are, but for sure, many of you are. I know what you’re likely asking, how would you know if you’re wrong about AHT? Here’s a simple test. Do your agents have an AHT goal? Do your supervisors have an AHT goal? If the answer to either question is “yes”, you are doing it wrong.
Clarabridge
JUNE 19, 2017
In light of a series of unfortunate events with many Airlines recently, complaints in April have spiked 70% prior to the year before. Now, some might argue that considering recent events, passengers are not only tired of feeling unheard, but empowered to do something (publicly) about it. Unfortunately, customer expectations of airlines are already low—however, all that means is one airline can easily differentiate themselves by providing thoughtful, seamless experiences, but there are two key wa
Clarabridge
JUNE 19, 2017
In light of a series of unfortunate events with many Airlines recently, complaints in April have spiked 70% prior to the year before. Now, some might argue that considering recent events, passengers are not only tired of feeling unheard, but empowered to do something (publicly) about it. Unfortunately, customer expectations of airlines are already low—however, all that means is one airline can easily differentiate themselves by providing thoughtful, seamless experiences, but there are two key wa
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