Toister Performance Solutions

MAY 15, 2018

Last March, Shannon Watts tweeted a complaint about United Airlines. Watts had observed what she believed to be poor treatment from a United gate agent towards several other passengers and she took to Twitter to voice her displeasure. The tweet went viral and eventually made national headlines. 1) A @united gate agent isn't letting girls in leggings get on flight from Denver to Minneapolis because spandex is not allowed?

Airlines 75

Airlines Accountability Customer Service Personalization 75

ShepHyken

MAY 15, 2018

The Future is Here: Artificial Intelligence and Bots in Customer Service. How will AI and bots transform customer service in the near future? Shep Hyken discusses the next phase of customer service, automated messaging, with Joshua March, Co-founder and CEO of Conversocial. ? ? ?. Top Takeaways: March shares his Six Pillars of Customer Service: 1) be prepared for crises in social era; 2) lean into the power of messaging; 3) make effective use of bot technology; 4) deploy AI effectively; 5) adopt

Customer Care 185

Customer Care Customer Service Technology Chatbots 185

Contact Center Pipeline

MAY 15, 2018

As the primary architect for Community WFM, I’m always looking for ways to innovate our workforce management solution. Sometimes the opportunity to innovate is staring us right in the face. We all know our industry is in a state of constant change; customer demographics are changing, customers’ expectations are increasing, and more than ever, customers […].

Management 150

Management Contact Center Call Center 150

TechSee

MAY 15, 2018

All eyes were on the smart home market in 2017. After all, industry experts such as MarketsandMarkets predicted that the industry would be valued at to$137.91B by 2023, growing at a CAGR of 13.61%. Tech giants are all clamoring to get in on the action with Google Home , Apple HomeKit , Amazon Echo and Samsung SmartThings creating buzz, and new smart devices flooding the market at a dizzying rate.

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Marketing Wireless Entertainment Self service 111

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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.

Win the Customer

MAY 15, 2018

Abercrombie & Fitch is counting on direct-to-consumer (DTC) sales to counter the retail apocalypse, Columbus Business First reports. Despite closing 400 stores over the last few years and the prospect of 60 percent of its U.S. leases expiring over the next two years, the fashion brand saw a 4 percent increase in sales, largely thanks to direct-to-consumer sales.

Sales 110

Sales Technology Surveys Management 110

Omnicus

MAY 15, 2018

Not sure how to increase your NPS? Check out your employee morale rate for a hint! “Kids these days don’t understand the meaning of the word loyalty,” my grandfather would say as he boasted about how he worked for the same company doing the same job for over 30 years.

Morale 74

Morale Customer Experience 74

OctopusTech

MAY 15, 2018

Today’s fast-changing world along with its disruptive technology and digitization of almost everything known to mankind has irrevocably altered our business world and ushered us into a new era of consumerism. An era where a certain group of companies that focus more on capturing the rational needs of customers (through products and service offerings) rather than focussing more on an emotional angle, are at an all-time high risk.

Customer centricity 73

Customer centricity Customer Service Marketing Metrics 73

Aspect

MAY 15, 2018

Are there any two words that strike more hopeful excitement and visceral fear into the hearts of men and women than “Artificial Intelligence”? We revel in the prospect of robots and software that can shoulder difficult tasks for organizations and human beings as individuals, while being fearful that robots could get smarter than we are as human beings.

Contact Center 68

Contact Center contact center workforce Airlines Virtual Agent 68

Taylor Reach Group

MAY 15, 2018

By: Peg Ayers & Turaj Seryafiaan. Definition : The percentage of customer contacts resolved during (or as a result of) the first contact, requiring no additional contacts. This is a key metric not only for customer satisfaction and retention but also in determining the overall work-load and operating expenses. In many Contact Centers, 75% First Contact Resolution (FCR) is considered to be a good result.

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Benchmark CRM Metrics Contact Center 66

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.

Customer Experience

Omnicus

MAY 15, 2018

Not sure how to increase your NPS? Check out your employee morale rate for a hint! “Kids these days don’t understand the meaning of the word loyalty,” my grandfather would say as he boasted about how he worked for the same company doing the same job for over 30 years. Now, I’m not saying that working for the same company as a gardener for 30 years is a dream, but my grandfather isn’t wrong in what he’s saying: Today’s workforce is quick to jump ship.

Morale 56

Morale Customer Experience 56

DMG Consulting

MAY 15, 2018

Cloud Contact Center Solutions Continue Upward Trajectory. There’s plenty of cloud-based excitement, though proliferation, compliance, and security remain issues. 5/11/2018. By Donna Fluss. View this document on the publisher’s website. Last year could be seen as the breakthrough moment when cloud-based vendors began their takeover of the contact center infrastructure market.

contact center solutions 59

contact center solutions Cloud contact Contact Center Revenue potential 59

Omnicus

MAY 15, 2018

Not sure how to increase your NPS? Check out your employee morale rate for a hint! “Kids these days don’t understand the meaning of the word loyalty,” my grandfather would say as he boasted about how he worked for the same company doing the same job for over 30 years. Now, I’m not saying that working for the same company as a gardener for 30 years is a dream, but my grandfather isn’t wrong in what he’s saying: Today’s workforce is quick to jump ship.

Morale 56

Morale Customer Experience 56

TRUSTID

MAY 15, 2018

We carry our telephones with us all the time. Because of this, the phone has not only become the most important communication tool we’ve got, it’s also the most powerful token out there for caller authentication.? . In the recent Customer Contact Week Digital webinar, “Using Authentication to Create a Killer Customer Experience,” I teamed up with TRUSTID Chief Marketing Officer, Lance Hood, Bank of America Senior Vice President, Jen Pacholski, and CCW Digital Principal

Banking 56

Banking Contact Center Call Center Customer Experience 56

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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.

Self service

CSM Magazine

MAY 15, 2018

The call center industry has some of the highest employee turnover rates; on the average ranging from 30% – 45% but in some centers over 100 percent. One in five employees miss work to deal with a financial problem and 71% of employees identify money as a source of stress. A new HR benefit from fin-tech company PayActiv allows employees to access their earned yet unpaid wages and in turn helps reduce employee financial stress , decrease turnover, and further engage employees.

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Banking Morale Finance Call Center 58

SharpenCX

MAY 15, 2018

In the past few blog posts, we’ve written about the connection between experience and customer experience as well as the “three E’s” of agent experience. At this point, you may be wondering how to actually apply the principles of agent experience to improve agent efficiency, effectiveness, and empowerment. With the right focus, great gains can [.]. Read More.

Contact center software 52

Contact center software Contact Center Customer Experience 52

Fonolo

MAY 15, 2018

Everyone knows how important it is to monitor metrics, but do you know how to pick the right ones, and implement an effective strategy? The trick to successfully manage metrics is to specifically identify which data points are relevant to you, and to analyze what that data means to your organization. What makes this task so daunting for contact centers is the sheer number of metrics to choose from: Service Level, Customer Satisfaction Score, Abandon Rate, First Call Resolution, Average Speed to

Metrics 52

Metrics Call Center Abandon rate First call resolution 52

LiveChat

MAY 15, 2018

A mixture of different cultures, classical monuments, and parks on every corner with a clean flavour of malt and hops during the weekend. Ah, Vienna. That’s the place we chose for another LiveChat retreat. Even if a trip to one of the most entertaining capitals in Europe sounds like a great plan, without a team spirit, it would be remembered as ordinary days off, not a company team-building trip.

Entertainment 59

Entertainment Personalization 59

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!

Feedback

TRUSTID

MAY 15, 2018

A curious trend is taking place in caller authentication. Despite the fact that about 40 percent of contact center professionals (and 50 percent of those in financial services) say they have little to no confidence in the accuracy of knowledge-based authentication (KBA) to identify callers, a majority of them continue to use personal information to validate customers over the telephone channel.

Technology 49

Technology Call Center Contact Center Surveys 49

Mindtouch

MAY 15, 2018

Reducing customer effort has become a high-priority objective for most companies. Central to improving customer effort scores is useful and timely content. Yet, in spite of all of the great content that companies produce—from onboarding and customer education to product documentation and knowledge base articles—there is one immense, frustrating hurdle still facing the customer: Google Search.

Customer effort 48

Customer effort Real estate Engineering Education 48

Monet Software

MAY 15, 2018

There are many different call recording software solutions available. While their essential purpose remains the same, there are variations in functionality, implementation and cost that should be reviewed by contact center management so that an informed purchasing decision can be made. The objective is to add all the advantages that call recording provides, without introducing new challenges.

Contact Center 48

Contact Center Call Center Management Technology 48

Customer Experience Matters

MAY 15, 2018

Temkin Group announces the release of the 2018 Temkin Trust Ratings (TTR). Based on a study of 10,000 U.S consumers, the ratings benchmarks the level of trust that consumers have with 318 companies across 20 industries. USAA’s (TTR of 81%) banking business earned the top spot, followed by Wegmans (79%), credit unions (77%), H-E-B (77%), and USAA’s credit card and insurance businesses (75%).

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Benchmark Banking Customer Experience 49

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center

Monet Software

MAY 15, 2018

There are two types of people in the world: those who hate waiting, and those who really hate waiting. Patience used to be a virtue; now it’s an endangered species. And that’s important when you run a contact center, as one of your most important objectives has to be the reduction of wait times. You might think one minute on hold before an agent picks up is no big deal; but get out a stopwatch and let it tick off one minute while you sit and do nothing – which is what your customers are likely d

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Wait times Management Average Handle Time Contact Center 48

Bright Pattern

MAY 15, 2018

For digital enterprises, the ability to have up-to-date applications is extremely important. As today’s contact centers become increasingly digital, businesses need to be able to upgrade mission-critical applications without disrupting services.

Contact Center 44

Contact Center Management Enterprise 44

Monet Software

MAY 15, 2018

Ah, summer. The days are longer, the weather is warmer, and according to one song the time is right for dancing in the streets. Well, that’s one way to spend the season. But if your contact center is one where call levels typically drop from June to August, why not resist that urge to work on your tan and instead work on getting ready for the time when call volume is going to rise?

Contact Center 48

Contact Center Feedback Customer Service 48

CafeX

MAY 15, 2018

Every organization is under pressure to be more omnichannel. But why? What do your customers really want, and how can you achieve it?

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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.

Contact Center

Injixo

MAY 15, 2018

The Net Promoter Score (NPS) was introduced in a Harvard Business Review article titled ‘ One Number You Need to Grow ’. Just like the NPS, the Employee Net Promoter Score (eNPS) asks one simple question. For the eNPS, it’s "how likely is it that you would recommend our company as a place of work to a friend or acquaintance?" In this article we'll cover how contact centres can positively influence the answer to that question by using the Workforce Management (WFM) function to upgrade Employee Ne

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Management Employee engagement 40

Brad Cleveland Blog

MAY 15, 2018

The power of one is among the most important principles for any agent to understand. This video shows the impact each person makes on service level, occupancy and average speed of answer. Using actual data, the video makes it clear … Continue reading → The post The Power of One: Every Agent Matters appeared first on Brad Cleveland.

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Service level Personalization Contact Center Call Center 26

8x8

MAY 15, 2018

According to Gartner’s 2018 CIO Agenda Survey , nearly half of CIOs plan to deploy artificial intelligence to improve customer experience. I sat down with Bryan Martin, Chairman and CTO of 8x8, and asked him about the recent 8x8 AI announcement , and his thoughts on the future of enterprise communications. Can you tell the 8x8 community about yourself and your role at 8x8?

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First call resolution Enterprise Analytics Upselling 66