Myra Golden Media

SEPTEMBER 28, 2017

When I hear an excellent, and genuine, expression of empathy from a company, I make a note of it. I’ll tell Siri to capture what I heard, or I’ll just type it out. I save ridiculously good empathy statements so that I can share them with my clients. In customer service workshops, like the one I delivered Friday in Columbus, I challenge my clients to use the empathy I’ve heard (and felt) to inspire them to come up with their own empathic responses.

Customer Service 284

Customer Service Customer Experience 284

Call Center Weekly

SEPTEMBER 28, 2017

By Celia Pagliughi Let us first define who coaches are and what coaching is. W ho is a coach? It is very simple; we are all coaches. When we walk into our call centers we are all coaches. Whether you are a CSR, a Supervisor or a Manager you are a coach, or at least you have the opportunity to be one if you so choose. W hat do coaches do? That is an easy answer as well.

Coaching 143

Coaching Feedback Contact Center Call Center 143

Myra Golden Media

SEPTEMBER 28, 2017

I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used. If you’d like an excellent training activity that helps employees convey empathy , print off this exercise and facilitate a short discussion with your team. Instructions: Read the following silently and once everyone in your group has read the Blue Apron response, discuss the questions at the bottom of this page.

Customer Service 159

Customer Service Accountability Feedback Personalization 159

The Center for Client Retention

SEPTEMBER 28, 2017

Are you finding that your business is doing alright but is plagued by one-time-only shoppers? This is a problem that many businesses, no matter the size or industry, suffer from and we are here to help you turn those one-time shoppers in repeat customers. In our eBook “CX Pros Share Their Repeat Business Tips,” we reached out to experts from across many industries, all of whom are well respected in their fields, and asked them to offer one tip on how businesses can commit themselves to increasin

Customer retention 96

Customer retention Call Center Customer Service Customer Experience 96

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Customer Centric Support

SEPTEMBER 28, 2017

Highlights from one of the top contact center / customer service events in America. Las Vegas hosted another fantastic ICMI (International Customer Management Institute) production this week. While the time seemed to pass by in the space of a blink, I’m coming back to Nashville with several key learnings. Here are the biggest themes and take-aways from The City of Lights: Culture And Employee Engagement Are Still Number One – These two topics dominate so many conversations and fill conference

Contact Center 92

Contact Center Customer centricity Employee engagement Analytics 92

Aspect

SEPTEMBER 28, 2017

If Ben Franklin were alive today, his famous quote would read something like this, “In this world, nothing can be said to be certain except death and taxes and cloud software.” The world of contact center solutions is just a microcosm of the myriad of software applications used by enterprises moving inexorably to a Software as a Service (SaaS) model in the public cloud.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

CustomerGauge

SEPTEMBER 28, 2017

In the spirit of Customer Experience (CX) Day, this year happening on Oct 3rd, we’d like to celebrate some of the brands that create great experiences for their customers. Multiple research and advisory firms like Forrester and Gartner have proven that customer experience is at the top of everyone’s priority list – from CEOs to […]. The post 3 Brands Doing Customer Experience Right appeared first on CustomerGauge.

Customer Experience 75

Customer Experience 75

Envision

SEPTEMBER 28, 2017

No matter what type of contact center, we all have agents with different levels of tenure, skill and motivation that inevitably leads to a bell curve of agent performance and effectiveness. We all desire our agents move to the upper end of the curve where that magic combination of high productivity and quality exists.

Coaching 68

Coaching Contact Center Call Center 68

Customer Experience Matters

SEPTEMBER 28, 2017

I’ve recently spent some time visiting different hospitals, luckily not as a patient. There are a lot of amazing things that happen in hospitals, as the medical field continues to push the envelope on diagnostics and treatments. Many diseases that were once fatal are now being cured or at least managed. While medicine is getter much better, patient experience remains very problematic.

Management 68

Management Customer Experience 68

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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

Surveys

Fonolo

SEPTEMBER 28, 2017

A poor customer experience is something no company can afford to take lightly. Especially since bad experiences are so costly: 62% of customers will actually consider switching to a competitor! Unfortunately, it’s hard for contact centers to deliver a great experience after they’ve put a customer on hold. Most callers will lose patience quickly, resulting in an angry caller and a frustrated agent.

Abandon rate 59

Abandon rate Abandon Call Morale Call Center 59

HelpCrunch

SEPTEMBER 28, 2017

In today’s era of fast technological advancements and thriving popularity of text messaging – customer support methods are undergoing a clear change. Call centers and email support are gradually replaced or complemented with a faster [ … ]. The post Wanna deliver top customer experience? Check out 9 core skills of a great live chat agent appeared first on HelpCrunch blog.

Customer Experience 54

Customer Experience Call Center Customer Support Technology 54

CafeX

SEPTEMBER 28, 2017

Success in business is realized when the combination of right product and right people converge at the right time. This is especially the case in the competitive marketplace for software and solutions that address customer service, online communications and team collaboration needs. Fortunately, we have Sajeel helping drive our growth.

Customer Service 54

Customer Service 54

Toister Performance Solutions

SEPTEMBER 28, 2017

Crowdsourcing can be an interesting way to get ideas. For example, ICMI hosted it's Contact Center Demo and Conference in Las Vegas this week. Vee Rose used the conference hashtag to tweet a request for customer service leadership book and podcast recommendations. @CallCenterICMI #ccdemo Any great book/podcast recommendations for CS leadership inspiration?

Customer Service 49

Customer Service Contact Center Customer centricity Customer Care 49

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

Nexmo

SEPTEMBER 28, 2017

This is a short clip, but it deals with a very important issue in the bot and AI space. As voice assistants like Alexa get wider adoption and listen in on more and more of people’s lives, how do we as developers balance the need for user privacy against the value of organic user data? […]. The post Bots and AI: User Privacy in Environments Where Bots Are Listening appeared first on Nexmo.

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LiveChat

SEPTEMBER 28, 2017

When you’re out of the office or you’re asleep, chances are you set up an offline form on your website. This way, customers can leave you their contact details and ask a question and you respond once you’re back in your LiveChat app. Unfortunately, this one-way communication draws the customers away sometimes. After all, they don’t want to send a message “in the void” and wait for a response for who knows how long.

Chatbots 52

Chatbots 52

Waterfield Technologies

SEPTEMBER 28, 2017

We have all experienced that frustration. We’re running out the door and just need to make that quick call to get a simple answer. Only we find that instead, we […]. The post I Want It NOW! Customer Experience in the Contact Center appeared first on Waterfield Technologies.

Contact Center 40

Contact Center Customer Experience Technology 40

Altivon

SEPTEMBER 28, 2017

Yesterday Altivon sponsored the first in a series of healthcare related webinars focused on patient experience and the contact center. The webinar, titled “ Re-Tool the Contact Center for Better Patient Experience ”, presented an overview of issues facing the industry and its customers, as well as new technologies and best practices that can help address these issues.

Healthcare 40

Healthcare Contact Center Chief Customer Officer Multi-channel support 40

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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

Contact Center Pipeline

SEPTEMBER 28, 2017

Contact center professionals are already gearing up for the holiday season and beyond. One of our five most-read blog posts in September provided timely advice for those ramping up for the peak season with tips for training seasonal agents to deliver customer service like your veterans. Other topics included an inside look at Valvoline’s collaborative, […].

Contact Center 40

Contact Center Customer Service Employee engagement Call Center 40

Brad Cleveland Blog

SEPTEMBER 28, 2017

The post 7 Suggestions for Improving Schedule Adherence appeared first on Brad Cleveland.

Schedule adherence 26

Schedule adherence Contact Center Call Center Management 26

Amity

SEPTEMBER 28, 2017

In the world of customer success, you’ll often hear ‘ 'customer health’ mentioned. It’s a measure of customer success, or in other words, how likely it is that the customer will continue with their subscription to your product. Clients in poor health (so to speak!) aren’t meeting their objectives with your product - and you need to respond quickly if you’re to keep them onboard.

Accountability 72

Accountability SaaS Scripts Feedback 72

Brad Cleveland Blog

SEPTEMBER 28, 2017

Schedule adherence 20

Schedule adherence Contact Center Call Center Management 20

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

Journey mapping

Contact Center Geek

SEPTEMBER 28, 2017

Throughout my career I've been part of many new technology implementations. An important element to nearly all of them has been successful user adoption. Years ago, the customer service contact center at the bank where I worked implemented a new performance reporting application from Merced Systems (side note: several years later, Merced Systems was acquired by NICE).

Call Center 48

Call Center Average Handle Time Metrics Technology 48

Brad Cleveland Blog

SEPTEMBER 28, 2017

Schedule adherence 16

Schedule adherence Contact Center Call Center Management 16

Amity

SEPTEMBER 28, 2017

In the world of customer success, you’ll often hear ‘ 'customer health’ mentioned. It’s a measure of customer success, or in other words, how likely it is that the customer will continue with their subscription to your product. Clients in poor health (so to speak!) aren’t meeting their objectives with your product - and you need to respond quickly if you’re to keep them onboard.

Accountability 56

Accountability SaaS Scripts Feedback 56

Clarabridge

SEPTEMBER 28, 2017

In my last entry in the Debunking NLP blog series , we talked about the value of named entities in customer feedback data and the challenges that Natural Language Processing (NLP) engines face in identifying them in text. Finding named entities in your customer feedback data opens the doors to new kinds of business questions and answers. However, finding them in text is only half the battle.

Engineering 40

Engineering Feedback Marketing Personalization 40

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

Talkdesk

SEPTEMBER 28, 2017

In today’s real-time economy, having smart, phone-based customer support has become a true differentiating factor. In situations where customers are dealing with urgent or complex issues, customers have shown a clear preference for phone support. A smooth, quick phone call that promptly resolves the issue for the customer can improve critical KPIs and create a raving, loyal fan.

Contact Center 40

Contact Center Interactive Voice Response contact center solutions Accountability 40

aircall

SEPTEMBER 28, 2017

A customer who chooses to call your support team has already told you one thing before ever opening their mouth. They want a rapid resolution to whatever is on their mind. If a fast and final answer wasn’t their priority, they might be content sending an email, starting a chat, or studying your self-service portal at their convenience. But there’s a reason 61% of customers feel the phone is their best shot at a speedy solution — 43% more than the next-most popular channel.

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First call resolution CRM Scripts Interactive Voice Response 48

EPIC Connections

SEPTEMBER 28, 2017

The way we work is undoubtedly changing. Whether it’s a shift in the market or different business model, new generational trends, or updates in technology, these changes create a variety of communication challenges for organizations and their IT leaders. Employers are faced with supporting the workforce of the future and the challenges that come along with mobile and geographically distributed employees.

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Calibration Benchmark Contact Center Technology 33