Mon.Feb 04, 2019

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6 Reasons Why You’re a Rookie At De-escalating

Myra Golden Media

Inflammatory words and an aggressive tone heat up an interaction like an oven heats up a room. The five biggest mistakes I see customer service professionals make when talking to upset customers are: Aggressive tone – A direct or authoritative tone will quickly lead to an escalation in aggression or to a supervisor. Making threats – Spitting off, “Calm down or I can’t help you” will assuredly not make a customer calm down.

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Forrester’s Latest Infographic: Consumers Don’t Believe the Chatbot Hype

Ian Jacobs

Consumers really don’t like your chatbot. It’s not exactly a relationship built to last – a few clicks here, a few sentences there – but Forrester Analytics shows us very clearly that, to consumers, your chatbot isn’t exactly “swipe right” material. That’s unfortunate, because using a chatbot for customer service can be incredibly effective when […].

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How a Bad First Impression on the Phone Can Hurt Your Business

TeleDirect

Some of the most overused adages are packed with truth. That’s why they’re so popular. Perhaps the most well-known is this one: You never get a second chance to make a first impression. From social situations to buttoned-up business meetings, first impressions are everything. Make a first impression faux pas, and your chances of future business are likely gone.

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How the Most Important Touchpoints Get Ignored, And How to Fix It

360Connext

Touchpoints aren’t what they used to be. There was a time in our history when touchpoints were…finite. We could list them easily and agree easily to what they were. The list might have 5-6 things on it for a sophisticated organization. When asked, ‘how does a prospect or customer interact with your brand?’ a brand team might list something like the following. advertising. signage. in-store interactions. packaging. customer service calls.

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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.

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6 Considerations When Choosing an Outsourced Contact Center Partner

Global Response

Outsourcing a call center often raises many questions businesses must answer, including: Who is the best outsourcing contact center to partner with? Where will the outsourced call center team be located? How more. The post 6 Considerations When Choosing an Outsourced Contact Center Partner appeared first on Global Response.

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Use Your Live Chat Survey Data to Improve CX

GetFeedback

You’ve completed your live chat survey implementation and now you’re receiving valuable live chat survey data. You want to put this feedback to good use, but you’re not sure where to begin. Here at GetFeedback, we ran into the same situation when we applied our own live chat survey tool into our customer support feedback program. We’ve now developed a system that allows us to put this powerful customer insight to work.

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5 Contact Center Tech Upgrades to Consider in 2019

Customer Service Life

The text of this article originally appeared on the ICMI blog on December 5, 2018. Click here to read the original and click here to watch a video where I discuss the content of this article. Hint: Focus on Agent Performance. If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation.

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Banking Industry: Staying Ahead of Regulations

The Northridge Group

In May 2018, the White House administration signed a piece of bi-partisan legislation that rolled back banking regulations passed in response to the 2008 financial crisis, most notably relaxing some of the Dodd-Frank requirements. The legislation came with mixed reviews – some lawmakers agree it provides necessary relief, especially for smaller financial institutions, while critics contend that the deregulation measures leave the system vulnerable to risk and financial instability.

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What Is a Virtual Call Center Agent?

NICE inContact

At first glance, the term “virtual call center agent” sounds like a Siri-like creature who exists in the ether, saving the day for troubled customers. Is it a bot? AI? No, a virtual call center agent is a regular human being. “Virtual” modifies the call center, so the call center is virtual but the agent is very real. Most call centers still have a brick and mortar presence.

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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!

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Data Protection: The Key to Customer Confidence

VocalCom

What inspires customer confidence? Great service and reliable information certainly help customers trust a brand. However, in our modern digital age, companies need to offer much more to win loyalty. As data breaches become more prevalent, it’s more critical than ever to assure customers that their personal information is safe. According to Pew Research, 64% of Americans have personally experienced such a breach.

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Future-proof Innovation – Vendors in it for the Long Haul

NICE inContact

It probably goes without saying that one major benefit of a cloud-based contact center is the access to continual, automatic upgrades and innovation as they happen. Unlike on-premises systems, where system updates or enhancements can translate into significant disruption to you operations, a cloud contact center enjoys the flexibility and seamlessness of updates—even larger scale ones—often without your agents even noticing.

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Use Your Live Chat Survey Data to Improve CX

GetFeedback

You’ve completed your live chat survey implementation and now you’re receiving valuable live chat survey data. You want to put.

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Virtual Site Visit

Concentrix

The post Virtual Site Visit appeared first on Concentrix.

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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

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What is call tracking?

Infinity

What is call tracking? Call tracking is the process of linking 'offline' phone calls to 'online' visitors. Phone numbers used in marketing channels are tracked to understand and track the customer journey from beginning to end. It can even be implemented into offline channels too. In this blog, we’ll run through some other frequently asked questions that we get asked about call tracking.

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3 Key Steps in Assessing AI Vendors

DigitalGenius Blog

DigitalGenius is publishing a series of articles to empower you to navigate through the world of AI , helping you onboard the right AI company that practically solves real problems. Last week’s blog focused on preparing your team to conduct market research, helping you to accelerate the research process while shortlisting the most relevant providers to meet your business needs.

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Two-factor authentication vulnerable to evolving phishing attacks

TRUSTID

Implementing best practices for customer authentication is one way organizations thwart fraud attacks. This process includes deploying two factors of authentication highly recommended by federal agencies such as the Federal Financial Institutions Examination Council (FFIEC) and the National Institute of Standards and Technology (NIST). The recent article, “Two-Factor Authentication May Not Keep You Safe,” however, explains that while using at least two factors of authentication to identify custo

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6 Considerations When Choosing an Outsourced Contact Center Partner

Global Response

Outsourcing a call center often raises many questions businesses must answer, including: Who is the best outsourcing contact center to partner with? Where will the outsourced call center team be located? How more. The post 6 Considerations When Choosing an Outsourced Contact Center Partner appeared first on Global Response.

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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.

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How to Choose a KCS or non-KCS Knowledge Management Approach at your Company

Unymira

As communication channels proliferate and information is created in a just few clicks, knowledge management is increasingly critical for customer service organizations.

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6 Considerations When Choosing an Outsourced Contact Center Partner

Global Response

Outsourcing a call center often raises many questions businesses must answer, including: Who is the best outsourcing contact center to partner with? Where will the outsourced call center team be located? How more. The post 6 Considerations When Choosing an Outsourced Contact Center Partner appeared first on Global Response.

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Inspire Your Employees by Treating Them Like Customers

CSM Magazine

Many organizations identify customers through a narrow lens – only those individuals and organizations that purchase products or services. Within a wider framework, customers are defined as any person or organization that the company engages with, whether employees, partners, vendors, suppliers, and more. This broader view helps establish a different organizational perspective on how to engage, communicate, and serve those they engage with.

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the importance of reducing call center turnover

ChaseData

How Minimizing Turnover in Your Call Center Will Benefit Business. For those who work in the world of call or contact centers, the term ‘turnover” is a common one. However, many of the same people who hear this term thrown around every day don’t fully understand what it means – or how it impacts business in the modern contact center.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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Webinar: Machine Learning 101

DigitalGenius Blog

Join Conan McMurtrie, Head of Product AI, and Phill Brougham, Head of Marketing, for the second part of a DigitalGenius webinar series about real-world applications of AI on Monday 18th February. This conversation will focus on recent developments in machine learning , neural networks and reinforcement learning. We'll talk about how we got here, what limitations and opportunities exist, and the possible real-world applications of these machine intelligence methods.

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Here’s What’s New from January 2019 | Kommunicate Product Updates

kommunicate

Now that we have all come out of our holiday mood, time for some important product updates. Read along to know more about the latest development, feature releases, performance improvements, and bug fixes. For previous versions of Product Updates, head here. Web App Improvements in Liz, the FAQ bot Liz will assign the conversation to a [.]. The post Here’s What’s New from January 2019 | Kommunicate Product Updates appeared first on Kommunicate Blog.

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Relay Release Notes: February 2019

Relay Blog

Release date: 02/07/19 at 10pm PST. This month, we revamped our Knowledge Base for a. The post Relay Release Notes: February 2019 appeared first on Relay.

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How to Structure Your Customer Service Team

Playvox

By 2020, customer experience is expected to become a main differentiator between brands , even overtaking products and pricing.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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The Pros and Cons of Hiring an Answering Service

Ambs Call Center

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Sustaining Agent Engagement with Continuous Feedback Through Gamification

Noble Systems

Employees like feedback – formal and informal, personalized, meaningful feedback that will help them become more successful at their job. And it has to happen on a regular basis. The typical cadence of the annual and even semi-annual performance review just is not frequent enough for most employees, especially millennials. These types of reviews have another shortcoming.

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AI IRL Podcast Episode 5: Why chatbots are here to stay

bold360 Blog

Subscribe via iTunes , Spotify and more. Chatbots are everywhere these days. It seems like you can’t log into any sort of SaaS website without seeing that little popup window in the bottom right-hand corner of your screen saying something to the effect of: “How can I help?”. But are those chatbots actually helpful? Are they actually doing what the customers are wanting?