CX Global Media
JANUARY 15, 2019
Some wars seem to rage on forever. Whether you’re fighting the battle to stop eating that dessert you love that’s bad for you, or you continuously battle a war with contact center agent performance, it’s time for you to enjoy the sweet taste of victory. In more than twenty years in the contact center industry, improving agent performance has always been a major focus.
Customer Service Life
JANUARY 15, 2019
Telling your boss that you are burnt out seems like it might just be the end of your stable paycheck. Can you actually look your boss in the face and admit that you’ve been unable to keep up with the amount of work on your plate? You’re told to leave your “emotional baggage” outside the office door. You’re told to save your tears for the car ride home.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Noble Systems
JANUARY 15, 2019
Let’s face it. Collections and debt recovery call centers don’t have a great reputation with consumers. Why? Because some people buy things they can’t afford or encounter circumstances later on that cause them to become delinquent in their payments. Others amass medical bills over time and become financially strapped. As a result, someone from the organization or a debt collections or recovery agency must reach out to them to collect what is owed.
ShepHyken
JANUARY 15, 2019
The Business of Emotion. Striking a Balance Between Technology and Human Connection. Shep Hyken interviews Rebecca Martin. They discuss the role of technology in customer service, how emotion can drive customer loyalty, and how marketers and contact center workers can help each other in building the ideal customer journey. In Shep’s Opening Monologue… He gives advice on how to create an amazing customer experience.
Advertisement
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.
Myra Golden Media
JANUARY 15, 2019
One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience. The way YOU do that is, you go into discussions with your employees with a plan, and with confidence. I’m going to give you a 3-step method for how to talk to your employees about a problem, be that problem attitude, attendance, the way they interact with customers, anything.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Myra Golden Media
JANUARY 15, 2019
For two years I’ve partnered with LinkedIn Learning to create courses to help employees be more assured and skilled in their ability to handle demanding customers. Here are some fun behind the scenes photos from last week’s visit to film two new training courses. Brilliant make-up artist, Tomeko, keeps me looking good on the set. What I like about being on set is filming only from the waist up.
Contact Center Pipeline
JANUARY 15, 2019
Anyone who manages, or has managed, a school or community athletic program no doubt is already aware of Gopher Sport’s products and their reputation for exceptional customer service. As a leading supplier of sports, physical education, fitness and early childhood products, the company has stood behind its products since 1947 with its unconditional 100% satisfaction […].
Branch Mesenger
JANUARY 15, 2019
Most of you already know us as Branch, but we’re making it official. Au revoir, Messenger, you’ve served us well. Taking a little inspiration from Beyoncé and Dunkin’, we’re officially shedding the Messenger and simply going with one moniker: Branch. We began as a messaging app for hourly workers when we started in 2015, but have changed a lot since then.
Fonolo
JANUARY 15, 2019
Welcome to January, a time that kick-starts a new year and inspires us to improve, grow, and set goals. This goes for contact center managers and agents as well; for them, January is certainly “reach for the stars and crush your goals” month (as is every month!). We at Fonolo are certainly here to help them out on their overall journeys in 2019, this time by offering a rundown of the lessons we learned from the industry last year.
Advertisement
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
Customer Service Life
JANUARY 15, 2019
This article was originally published on the FCR blog on December 10, 2018. Click here to read the original. Over the past year or so I’ve had many conversations about contact center quality assurance — some of which I’ve shared in past articles. As I was scanning my list of blog post ideas, I realized I had some miscellaneous thoughts that fit under the quality umbrella and it’s about time we discuss them.
Totango
JANUARY 15, 2019
The most desirable customer in the world is your customer. While it’s no doubt a thrill to pursue and persuade a new customer to work with your enterprise, for software and subscription-based businesses, the real value lies in customer retention. The modern subscription-based economy has empowered customers to think short-term , with promises of being able to opt-in, cancel anytime, and leave freely.
kommunicate
JANUARY 15, 2019
Have you ever wondered how to start a business when you are not sure your product would fit the market’s expectations? If you are an entrepreneur, then you most definitely have. No matter whether you are disrupting the market with innovative ideas or solving problems in your own unique way, finding the perfect strategy is [.]. The post Why Customer Support Is Important and How to Scale Customer Support for Startups?
Toister Performance Solutions
JANUARY 15, 2019
The original title of this post was, "Things I Can Do Without in 2019." It was intended to be a mini-revolt against all the customer service predictions we're inevitably seeing right now. Number one on my list was going to be "predictions." The list immediately struck a negative, "get off my lawn!" tone. Number three on my list of things I don't want was "negativity," and I quickly realized the irony.
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.
Guru
JANUARY 15, 2019
When it comes to helping revenue teams, the term “enablement” usually comes to mind. Enabling a sales or support team to work better sounds great. But there’s a giant disconnect – while the concept of “enablement” is more relevant than ever, the term itself has become associated with an antiquated methodology.
Aspect
JANUARY 15, 2019
Netflix announced today that they are going to r aise prices by 13 – 18%. This is the company’s largest increase since launching its streaming service 12 years ago. The price increase takes effect immediately for new customers. Existing subscribers will be grandfathered in over the next three months. Raising prices of course does not come without risk.
Customers That Stick
JANUARY 15, 2019
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
SharpenCX
JANUARY 15, 2019
Product differentiation, alone, has become obsolete. Your competitors can copy your better, faster, cheaper features practically instantly. But they can’t replicate the trust that customers feel for you and your team. That’s born of a contact center culture whose beating. Read More. The post Measuring Customer Satisfaction is Mission-Critical to Success appeared first on Sharpen Contact Center Software.
Advertisement
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.
aircall
JANUARY 15, 2019
Keeping employees motivated takes effort and practice. Although it may be hard to spot, and even harder to quantify, low morale can trip up even the hardest working teams. This is a serious issue in Customer Service and Support teams which rely heavily on teamwork to keep customers happy. While it’s common to have one or two team members experience a bout of decreased motivation, the long term effects can cascade and wreak havoc on employee morale and grind productivity to a screeching halt.
Kristina Evey
JANUARY 15, 2019
Episode 34 Shownotes: Understand Customer Experience First to Disrupt for CX Changes. CEO’s, C-Suite and Leadership Teams seem to understand … Read More Episode 34 – Understand Customer Experience First to Disrupt for CX Changes. The post Episode 34 – Understand Customer Experience First to Disrupt for CX Changes appeared first on Kristina Evey.
Jon Arnold
JANUARY 15, 2019
Digital transformation covers a lot of ground - it’s hard to know where to start, and even harder to know when the work is done. We all have a basic idea of the concept, but it’s pretty malleable, and that makes things difficult for IT when trying to lead a digital transformation initiative. Last week, I attended and spoke at the SCTC’s CRG event here in Toronto - our Canadian Regional Group.
Voiance
JANUARY 15, 2019
Member support is a key component of providing health insurance in the US. Many find the industry confusing, and that leads to questions. Traditionally, most of those questions have been asked in English, but shifting US demographics mean that's no longer the case in 2019.
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!
Noble Systems
JANUARY 15, 2019
Let’s face it. Collections and debt recovery call centers don’t have a great reputation with consumers. Why? Because some people buy things they can’t afford or encounter circumstances later on that cause them to become delinquent in their payments. Others amass medical bills over time and become financially strapped. As a result, someone from the organization or a debt collections or recovery agency must reach out to them to collect what is owed.
Monet Software
JANUARY 15, 2019
We all know the importance of quality management (QM). But we also know there are only so many hours in the day, and that a quality management program can sometimes take a lot of them. Still, this is not an optional pursuit for a contact center to maintain optimal customer service. So here are five steps that must be taken for effective QM – put them in place and it may streamline your effort, resulting in positive results on a shorter time investment.
plumvoice
JANUARY 15, 2019
Everything in healthcare evolves out of interactions between providers and patients. So, making and keeping appointments is mission-critical for many healthcare providers. But people miss appointments all the time. Or they show up late, which throws the rest of the day’s schedule out of whack. Being able to effectively manage appointments has a very real.
Monet Software
JANUARY 15, 2019
Sometimes two statements can be true, even if they seem to conflict on the surface. Take KPIs at help desks. We’ve written many times that KPIs are essential for measuring the performance and efficiency of your business, and for keeping your agents on track toward meeting customer service goals. We said it, and we won’t take it back. However, it’s also true that KPIs do not tell the whole story.
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
Jive
JANUARY 15, 2019
As more and more businesses shift towards hiring remote employees, the need to ensure that geography doesn’t get in the way of productivity becomes more apparent. . Today, it’s not uncommon for a business to have team members spread out across different locations. This means a lot of colleagues probably haven’t met face-to-face, but are still expected to work closely and ensure timely, high-quality work. .
Monet Software
JANUARY 15, 2019
The dictionary defines efficiency as “effective operation as measured by a comparison of production with cost (as in energy, time and money).”. Sounds like the goal every contact center manager sets at the start of a new year. But how to get there? Here are three essential qualities that always result in improved efficiency. KPIs: Set Them – and Don’t Forget Them.
NICE inContact
JANUARY 15, 2019
The ultimate value of independent research reports hinges on the depth and breadth of their approach to the subject at hand. Is the field of evaluated vendors broad enough? Were the criteria evaluated rich enough? And maybe most importantly, were the outcomes directly relevant to the audience’s needs? In the case of Forrester Research and the Forrester Wave for Cloud Contact Centers, Q3 2018 , I think you’ll find all these boxes clearly checked.
Expert insights. Personalized for you.
304 
Let's personalize your content