Call Center Weekly
MARCH 21, 2018
How do you encourage front line staff to take ownership of the contact center vision? I recently spoke with a contact center leader who was frustrated that his agents weren’t really excited about the vision. He shared with me that he had come up with the vision on his own and then communicated it to the team. Well, no wonder agents weren’t excited about the vision since they had no part in creating it!
Contact Center Pipeline
MARCH 21, 2018
Look up “hasty” and you will find synonyms that convey speed and quickness next to others with less flattering connotations: injudicious, thoughtless, impulsive, and rash. The latter will not earn you a spot in the Contact Center Hall of Fame. In this fast-paced era, doing things right doesn’t have to mean slow. In fact, a […].
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ShepHyken
MARCH 21, 2018
I love a good hockey game, and my favorite team is the St. Louis Blues. I recently went to a game where a puck fluttered over the protective glass and hit a fan squarely in the head just a few rows in front of me. The blood started to flow and within seconds an usher was beside the gentleman who, other than the gash on his head, seemed to be okay. What happened next was a system or process that had been honed to perfection.
Customer Guru
MARCH 21, 2018
The days when a customer service (CS) team was strictly responsible for handling complaints from customers are long past. In this new market, your CS team has to handle plenty more than unruly and unhappy customers. Besides handling complaints, it also needs to focus on an even bigger role by taking the lead in sculpting an amazing customer experience, which ultimately cultivates high customer satisfaction that will also create customer promotion through additional recommendations and referrals
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CX Journey
MARCH 21, 2018
Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings from surveys and other listening posts, journey mapping, and other customer experience strategy exercises that become the catalyst for onstage customer experience or behind-the-scenes process improvements.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Aspect
MARCH 21, 2018
Your customers know best. So if you’re struggling to figure out why your customers seem so frustrated, maybe you need to look up from the metrics and KPIs for a minute and simply ask them. Every customer complaint should be viewed as an opportunity to improve, so consider these 5 common customer complaints as a roadmap for success moving forward. In fact, success is right on the horizon.
360Connext
MARCH 21, 2018
Dear future robot overlords, Please read this first. I’m on your side! I promise. Mostly. With a few exceptions. Thanks for going easy on me, -Jeannie. What a great time to be alive! We live in an age of constant discovery around artificial intelligence and the amazing ways we are sure to use it. When it comes to customer experience, there is no doubt AI is already impacting the way we do business, and I’m not just talking about hospitality bots.
Sykes
MARCH 21, 2018
Weary of the road, Derek Baker, a traveling appliance repairman, began looking for better job opportunities. After suffering many miles of monotonous driving, Derek decided to take a temporary position as a customer service representative at SYKES. That “temporary” pit stop has turned into a fulfilling career. Now, seven years later, Derek has advanced at SYKES and finds himself increasingly in the driver’s seat racing to a better future.
NICE inContact
MARCH 21, 2018
This is part three of a four part series about Cloud Native vs Cloud Hosted. In part one of this blog series, we looked at the basic differences between cloud native and cloud hosted models and in part two on some of the pros and cons of the two models as it relates to IT leaders. This part will focus on the two models from the perspective of a Contact Center Operations Leader.
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.
Uniphore
MARCH 21, 2018
It seems automation is everywhere these days, allowing people to accomplish a variety of tasks faster, and the customer service industry is no exception, where technological advancements continue to transform the customer experience, and businesses continue to discover the benefits of real-time automation. Here are the top 5 customer service automation trends in 2018: Read More.
Mindtouch
MARCH 21, 2018
According to The Pew Internet and American Life Project , around 48% of technology users need help setting up new devices and software. Without quick and easy access to relevant documentation and product help, the customer experience can suffer. This creates frustration, high customer effort , even product abandonment. The more consumers struggle with a new product—the more we fail to meet modern product expectations—the less likely widespread adoption becomes.
Ameyo
MARCH 21, 2018
Ahead of Ameyo’s participation at the 7th Edition of the Big CIO Show held in Mumbai on 14th & 15th March 2018, we had written a blog about the “ Role of IT in Delivering Omnichannel Customer Experience. In continuation to that discussion, our attempt this time is to shed light on how to tackle the technological challenges that come in the way of Omnichannel contact center solution.
Kayako
MARCH 21, 2018
The dead zone —this was how Gary, my team lead and Kayako’s Support Manager, described the first few hours of my shift. It’s a 2-hour period when the Day team have yet to rise while the Night team have signed out for the day. With just Slack and my onboarding materials to work with, I spent the first five months at the job walking on wobbly legs as I gradually built my product knowledge and adopted team processes.
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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.
Eptica
MARCH 21, 2018
Date: Wednesday, March 21, 2018 Why your approach to knowledge is key to the customer experience. Published on: March 21, 2018. Author: Pauline Ashenden Providing access to knowledge is at the heart of creating an excellent customer experience. Failing to deliver timely, accurate answers to consumer questions disrupts the customer journey, while making it difficult to access relevant information, such as on your website, drives potential buyers away.
Taylor Reach Group
MARCH 21, 2018
By: Peg Ayers & Turaj Seyrafiaan. Definition: The percentage of time your agent was exactly where they were scheduled to be. Calculation: Agent’s scheduled log in time – total amount of minutes out of schedule adherence X 100. Agent’s scheduled log in time. Example: An agent is scheduled to work 8 hours (480 minutes) and is five minutes late going to break and five minutes late returning from break, for a total of 10 minutes out of schedule adherence.
CafeX
MARCH 21, 2018
Everyone has heard of GDPR but what is it and what does it mean? Here's a simple explanation of General Data Protection Regulation & our approach to compliance.
Solvvy
MARCH 21, 2018
The post Why Self-Service is the Future of Customer Support appeared first on Solvvy.
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!
CafeX
MARCH 21, 2018
Hello readers and welcome to my second blog post. I wanted to provide you with a quick update on the EU GDPR initiative and what CaféX is doing to ensure we are compliant with the new regulations.
Bright Pattern
MARCH 21, 2018
Understanding how your company handles exceptions to the norm can reveal pitfalls in an otherwise successful scheme, and how you learn from them are what ultimately can improve the customer experience (CX). The fact is that no matter how good your processes or policies are, or how great your company’s reputation is, exceptions happen, and exceptional customer support is needed.
ClientSuccess
MARCH 21, 2018
For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.
Cisco - Contact Center
MARCH 21, 2018
Informal customer care will continue to supplement formal customer care. Everyone in your organization should be able to provide customer support. Expect new ways of blending informal and formal customer care.
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.
FreshGrade
MARCH 21, 2018
Surrey School District’s Karen Fadum delivered her talk, “an Invitation for Change” to the audience of TEDxLangley. Karen takes us through the journey of meeting a student who changed the way that she thought about teaching and learning as well as challenges. Watch the video to learn how Karen used FreshGrade to have a conversation about learning that went way beyond the classroom.
Horizon CX
MARCH 21, 2018
We recently worked with a client that had an unusually low response rate for their Relationship Survey. The survey wasn’t long (approximately 25 questions) and there was minimal drop-off once someone began the survey. So, we were stumped as to why we were only seeing a 2% response rate. After digging a little deeper, we found that many of the potential respondents had never even opened the email invitation.
FreshGrade
MARCH 21, 2018
Surrey School District’s Karen Fadum delivered her talk, “an Invitation for Change” to the audience of TEDxLangley. Karen takes us through the journey of meeting a student who changed the way that she thought about teaching and learning as well as challenges. Watch the video to learn how Karen used FreshGrade to have a conversation about learning that went way beyond the classroom.
Verint
MARCH 21, 2018
Last week Verint announced new customer self-service capabilities, including intelligent virtual assistants (IVAs) and enterprise chatbots powered by an open, modular Artificial Intelligence (AI) engine. The new capabilities enable Verint to deliver strong AI-based self-service solutions across both voice and digital channels. These enhancements help organizations engage at critical moments to help customers during a purchase, resolving issues more quickly to deliver a better, smarter and faster
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.
RichCall
MARCH 21, 2018
Back in September we’ve combined the trends in contact centers for 2017. We also ran a survey about which channels and approaches the companies are using, and which ones they are going to use – here are the results from the 28 responses we got. Which services companies are planning to use, including personality based routing. Most companies have 5, 6 and 3 channels connected.
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