Mon.Oct 15, 2018

article thumbnail

ALERT: Leadership Training for Supervisors Is Being Disrupted

CX Global Media

Most all contact center executives know they need to respond aggressively to the fact that we are in a state of massive transformation and disruption in the marketplace. The contact center has been targeted as a pivotal organizational component in this age of disruption that we live in. To be intentional and proactive in their response, executives are investing in the transformation of their training courses in leadership for supervisors because the frontline is where the customer-centric battle

article thumbnail

Keeping Agents Hungry

Monet Software

After you’ve interviewed, hired and trained a new agent, some contact center managers believe that part of the job is done. These are the same managers that likely struggle with higher attrition rates. Why? They’re not keeping their agents hungry. That doesn’t mean stealing their lunch or emptying the candy machine in the break room. It means satisfying the hunger we all have for new knowledge and new experiences.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

The Impact of Reviews on Buyer Behavior (Infographic)

CallSource Insights

If you want customers to choose you, your online review presence means a lot. Online reviews are great for your brand reputation – and they also have a lot to do with consumers’ buying decisions. If they are unaware of your business, why should they choose you? If you have great reviews, it should help their decision to do business with you rather than the competition.

article thumbnail

5 Top Customer Service Articles for the Week of October 15, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. . The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer. (Convince and Convert) Have you ever wondered what causes some companies to earn free publicity from customers who gush about them?

article thumbnail

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

article thumbnail

An often unseen yet vital customer experience element

CX Global Media

Can you hear me? Can you see me? Is it your problem or my problem? Is anyone willing to own the problem? Well, without any visibility into your contact center’s network performance, your answer is a resounding and overwhelming…NO! If you’re a customer experience focused organization, there are a few core metrics that can differentiate you from everyone else – customer effort and first contact resolution top the list.

More Trending

article thumbnail

Lessons from a Cold Call

Call Center Weekly

Yesterday I received a cold call from a local real estate company. Here's exactly how it went: "Hi, this is Kathryn." "This is Dan from XY Real Estate. Are you looking to sell your home?" "No." "Are you sure?" "Yes." "Ok, thank you. Bye." No qualification, rapport or value and a HUGE ask. Why is that? 1. What gets measured gets done. If there’s a daily KPI around call volume, ensure business development reps have a caveat relating to pipeline stage or qualification and reframe what a cold call i

article thumbnail

The Best Companies Hire These 3 Positions

Steve DiGioia

…plus my 8 steps to great service. This original article was written by Steve DiGioia. We must all be Service Ambassadors. But too many companies think only a specific department is the “service department” and that’s where they focus their customer service training dollars. New hires are trained, coached, and instructed on the nuances of the business.

Coaching 126
article thumbnail

Nexmo Welcomes Tropo Customers

Nexmo

At Nexmo, the Vonage API Platform, we hate to see anything disrupt communication between businesses and their customers. With pioneering technology such as our patented Adaptive Routing feature, direct relationships with a global carrier network—including our own Vonage voice network in the US, and a world-class support organization, our platform is designed to prevent anything […].

APIs 76
article thumbnail

The Evolving Scope of B2B Marketing: It’s All About Customer Experience

Answer Dash

Our team at BrightTALK recently had a chance to interview a number of marketing professionals and get their thoughts and predictions about some of the key trends in B2B marketing. It was an interesting exercise, and it allowed us to dig into some of the new ideas and practical applications that are being adopted by today’s best marketers. Now more than ever, marketers have a variety of new and traditional options in their toolboxes.

B2B 76
article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

article thumbnail

Winning Back Upset Customers: Learning From LEGO On Customer Service Recovery

Micah Solomon

Photo by Ryan Wallace on Unsplash [Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). Planning for things to go wrong is an essential part of building a sustainably great customer experience.

article thumbnail

Confidence: The Overlooked (But Vital) Agent Trait

Monet Software

What qualities do you look for when interviewing potential contact center agents? Certainly, experience is important, but as this is an entry-level position at many businesses, it’s not something found on all resumes. So next you may look for a pleasant speaking voice and a good command of the language, and someone who is willing to take clear direction.

article thumbnail

Next Stop - Dallas for Mavenir

Jon Arnold

This is “next stop” post #1 for the week. Am at the airport now, flying shortly to Dallas for Mavenir’s Analyst Day event. I’ve had this on the calendar for a while, and it’s my first time attending one of their events. Mobility comes and goes in my coverage, but this will be a good opportunity for a deep dive on the state of 5G and how carriers are embracing the cloud.

article thumbnail

Workforce Management: Big Benefits for Small Contact Centers

Monet Software

Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution? Certainly not here. We’ve worked with businesses with just 30 agents – sometimes even less – and showed them how they can improve the performance of those agents, as well as their training, legal protection and customer service, simply by adding WFM.

article thumbnail

The Open CCaaS Advantage Report

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.

article thumbnail

Tortoise or Hare – Which One Best Describes Your Contact Center?

CSM Magazine

According to Carlos Mu?oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. Here, he explains how to build highly effective teams using workforce. management (WFM). Running a contact center takes me back to my school days and Aesop’s Fable of the ‘Tortoise and the Hare’.

article thumbnail

[NEW RESEARCH] Can your Contact Center Keep Up with Changing Consumer Demands?

NICE inContact

Companies of all sizes now compete in the experience economy to attract new customers and build customer loyalty and advocacy. No longer able to rely on product quality or price, companies must consistently deliver exceptional customer experience to drive bottom line growth. Can your contact center keep up with changing consumer demands? With fierce competition and dozens of service channels available, customer service leaders have to continuously monitor and improve customer experience while al

article thumbnail

Cloud-based KM Addresses Painful Contact Center Problems

Strategic Contact

Here’s the scene: It’s the busiest hour of the busiest day. With beefed up self-service through online and mobile applications, customers take care of the easy stuff on their own and reach out to agents when they can’t find what they need. Meanwhile, agents are overwhelmed, trying to retain knowledge on an increasingly complex and diverse.

article thumbnail

Collecting the Data That Makes a Difference in Quality Management

Monet Software

Your quality management (QM) program runs on data. If the feedback and numbers you collect are accurate and up to date, you’ll have a much better chance of making the kinds of changes that will improve customer service. If you’re not sure the policies you have in place are working, here are five tips to help you collect the best data to boost quality management.

article thumbnail

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!

article thumbnail

Insights vs Facts

ThriveableBiz

Insights vs. Facts – the key to winning is knowing the difference!In popular usage Insights is often a substitute term for Market Research.We all do it! In entertainment brands it can be seen as more contemporary, tied with the actual outcomes you get from the research process. Fair enough.It’s also a friendlier word to engage […]. The post Insights vs Facts appeared first on Cliizii.

article thumbnail

What is IVR?

Freshcaller

IVR or Interactive Voice Response is a system that reads out a menu or list of options during a phone call, and depending on the input (keypress made by the caller) received, redirects the call to the next level of menu options or to the right person. IVR has been a part of most big business phone systems since the 80s. However, it was only after the dawn of the millennium (post-2000 A.D) when the technology associated with building an IVR system became affordable to some extent.

article thumbnail

Beating the internet scaremongerers poaching your potential patients

Infinity

“Cancer rates are on the rise - read this one weird trick on how YOU can avoid it!”. “The NHS have no more spaces as of September 2018. Here’s our secret hack to getting seen instantly!”. “The natural aging cure that celebrities are obsessed with. and the big secret pharma doesn’t want you to know about.”. Sound familiar? Scaremongers are now as common as chicken pox in a playground and increasingly work with clickbait listicles to harbour fear amongst their targets.

article thumbnail

5 Reasons You Should Invest in a Technical Support Team

Call Center Pros

For every business, it is essential to have a technical support team. Many of the companies often neglect it and keep on trying to manage all the affairs by themselves. They believe that employing technical support would be costly and they might not need it. If you think the same, you are mistaken. It is vital to provide your customers with the world-class tech support for gaining their trust and for maintaining high client retention rate.

article thumbnail

Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

article thumbnail

Digital Heroines: Lacy Phillips on Work-Life Balance and Nonprofit Strategy

Hero Digital

As part of our Digital Heroines series, we’re interviewing Lacy Phillips , a freelance social media strategist for nonprofits based in Louisville, KY. She consults mission-driven organizations on digital marketing plans, manages email and content marketing initiatives, and trains others in social media messaging and media outreach. Her dedication to amplifying the missions of nonprofit organizations is part of what makes her a true Digital Heroine.

article thumbnail

Virtual Assistants: What Are the Advantages for Companies?

Call Center Pros

A virtual assistant is the collaborator of a company that provides its services remotely. It can be attached to any department and several missions can be entrusted to him/her. It is common for the employer to ask him to perform time-consuming operations such as entering or updating the databases. The virtual assistant can also provide administrative or secretarial tasks such as email management, calendar organization and electronic filing of documents.

article thumbnail

6 Tips for Creating a User-Friendly IVR System

VocalCom

IVR systems can be a blessing or a curse for customers in a hurry. A great system can help customers breeze through a menu to a quick response. A poorly designed one, on the other hand, can make them plunge deep into a black hole of menu options until they are screaming to speak to a real person. When the situation is the latter, companies can pay a heavy price for wasting people’s time.

article thumbnail

2018 Contact Center Survey Results

Monet Software

For the first time in six years, the online magazine Contact Center Pipeline conducted a technology-based survey about the state of the industry. Six years is a long time given the speed at which technology changes – so how did the more than 200 contact center professionals respond this time around? Here are some of the highlights: Contact Centers and the Cloud.

article thumbnail

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.