Call Center Weekly

APRIL 1, 2019

By Diana Aviles I feel like I often say, “One of the biggest challenges in speech analytics is.” in many of my pieces since there are so many moving parts in what we do. From getting the SA program launched, to maintaining the program so that the organization continues to see value in the investment- it’s all a challenge. However, something to think about is how you want your SA program to sustain itself in the long run.

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Self service Analytics First call resolution Consulting 127

Myra Golden Media

APRIL 1, 2019

Let’s say have a customer who right out of the gate demands to talk to a supervisor. You can take the three easy steps I teach in my workshops to keep some customers from escalating. 1. Recognize/Acknowledge. When a customer immediately asks to speak to a supervisor, not wanting to give you a chance to assist, you can Recognize emotions like this.

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Steve DiGioia

APRIL 1, 2019

As I lay in bed, coughing and sneezing from a cold, dreading even going to the kitchen for a glass of water because of aches and pains from my unseen tormentor, I’m comforted knowing, “boy, I’m sure glad I didn’t have to go to work today”. But what if I did? How would I be able to serve my customers with these rotten cold symptoms? That’s the question every service provider must answer on those days when we’re not at our best.

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Myra Golden Media

APRIL 1, 2019

1. Label the Employee’s Emotional Reaction. When you merely label what you think your employee is feeling, you show your understanding while at the same time expressing empathy. Labeling is just naming what you observe. Don’t judge or harp on the issue. Here’s what labeling looks like. “It sounds like you disagree with my perception of you coming across as terse.” “It seems like you feel this expectation is unfair.” Most employees respond to successful l

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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.

ShepHyken

APRIL 1, 2019

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. Customer Service Is Poised for an AI Revolution by Vala Afshar. (ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience.

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GetFeedback

APRIL 1, 2019

With all this focus on alternative survey distribution channels, you may think that emails are going the way of the rotary phone, but that couldn’t be any further from the truth. Email surveys are still the tried-and-tested avenue most brands use to collect feedback from their customers. . In this post, we’ll look at three different scenarios wherein email surveys are the ideal option for gathering great customer feedback. .

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NICE inContact

APRIL 1, 2019

Successful call center agents are trained to pinpoint customer needs and resolve their pain points. This service-oriented approach to the customer experience uniquely positions call center agents to become successful upsell representatives, ultimately contributing to helping their company achieve revenue goals and improve sales effectiveness. . Here are 5 steps organizations can take to improve call center selling .

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Fonolo

APRIL 1, 2019

Here at Fonolo, we understand the many issues call centers face in regards to staffing, spikes, hold times, call abandonment, and more. That is why we’ve tasked ourselves to research the best solutions to deal with these problems head-on. While nothing can beat call-backs in improving your call center experience for both customers and agents, we are happy to announce the findings from our years of research.

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NICE inContact

APRIL 1, 2019

Athens Services continues to expand its trash- and recyclables-hauling business to include partnering with communities and other groups on disposal and other environmental communities. The company’s growth has exploded, especially after winning a contract with the city of Los Angeles, in addition to serving residential and commercial customers in communities across Southern California.

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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

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Cyara

APRIL 1, 2019

When it comes to businesses, cloud-based services have aided the expansion of digital disruption as more and more processes move online. The three standard models associated with cloud computing are: Infrastructure as a Service, Software as a Service, and Platform as a Service.

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GetFeedback

APRIL 1, 2019

Let's look at three different scenarios wherein email surveys are the ideal option for gathering great customer feedback. .

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Surveys Feedback 60

Talkdesk

APRIL 1, 2019

When I started my career in 1988 as a sales rep for a predictive dialer company, call centers really weren’t focused on customer experience. As cost centers, they were hellbent on extracting every cent from the business. It’s no surprise that the outcome was a pervasive reputation for cringeworthily bad customer service. Even today, just the thought of dialing a 1-800 number can elicit cold sweats from the legions of customers who have suffered in the past.

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Etech GS

APRIL 1, 2019

We monitor calls to ensure that minimum quality standards are achieved. However, call monitoring is not only for identifying problems and agent opportunities but also for detecting what is working and cascading it to the entire team. Social media service is evolving and an increasing number of customers are reaching out through these channels, many more still turn to chat and inbound toll-free numbers for assistance.

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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

Nuance

APRIL 1, 2019

We have an enlightening infographic from Forrester Research to show you. It’s titled “Customer Service Chatbots Fail Consumers Today” You may be wondering if this is an April Fool’s joke. You may think we’re shooting ourselves in the foot. Why talk about how customers hate chatbots? Isn’t Nuance in the “chatbot” business?

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Chatbots Customer Service Contact Center Customer Experience 56

VocalCom

APRIL 1, 2019

IVR systems are among the best technologies for empowering customers through automated service. Whether customers want to look up information on their own or connect with an agent, such a system can save them time by ensuring that they are routed to the right place or person every time. In addition, contact center employees can enjoy a greater sense of efficiency, as they are able to complete calls more quickly and share their expertise when the situation demands their specific skills.

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Topdown

APRIL 1, 2019

Customer communications management (CCM) consists of a set of technologies for managing multiple moving parts to present a cohesive, consistent image for communicating with customers. There is a reason the focus is on customers rather than on company or product or service. Imagine a sports team. Although the main goal is for the players to perform well during games, a lot of behind-the-scenes effort goes into keeping them part of the team.

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Coaching Technology Management Customer Experience 48

Andrew Mcfarland

APRIL 1, 2019

Recent studies show compelling evidence that US customer service centers are moving their employees north. The reason may surprise you. It turns out that service representatives treat people better when they are cooler. But when employees are warmer, for example.

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Customer Service Management 48

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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

Avaya

APRIL 1, 2019

There are times when a customer needs to dial into your contact center to ask a question or request assistance. But first they must bypass the dreaded Pit of Misery, also known as the Interactive Voice Response (IVR) system. Typically, this Pit of Misery experience looks and feels something like this…. Cue robot voice: “ Hello, thank you for calling EOL Corp.

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Self service Interactive Voice Response Contact Center CRM 46

Sykes

APRIL 1, 2019

Late one night, I received a call from the chaplain of my husband’s unit in Iraq. I’ll never forget what he told me. My husband, Eric, had been badly injured in an accident while fighting in Desert Storm. He had broken his hip, dislocated his shoulder, and severely injured his neck. I was devastated. Some of Eric’s injuries healed relatively easily.

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Infinity

APRIL 1, 2019

At Infinity, we keep data close to the heart of everything we do. This focus enables conversations across the business to make sense; we’re speaking the same language and driving forward with the same purpose. We’re not alone in this, but how do marketers decide which metrics matter? This was the subject of a pair of talks I delivered at the B2B Marketing Expo in London recently, lifting the lid on some of the analytical approaches to take in building a growing B2B business.

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Up Your Service

APRIL 1, 2019

Enjoy this interview with Jeff Eilertsen who leads the Client Success team at UP! Your Service with 25 years’ experience improving service and leadership in organizations around the world. As a consultant, keynote speaker and global master trainer, Jeff works with clients to develop people, processes and best practices to achieve a culture of Service Excellence.

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Best practices Consulting Consulting Customer Experience 40

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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Smooch

APRIL 1, 2019

Last month the Philippine consulate in Dubai decided to make itself available on WhatsApp.The United Arab Emirates’ 679,819 Filipino expats are big chatters and there had been complaints the consulate didn’t always pick up the phone.Sounds like they’re having second thoughts. Tagalog, you’re it ?? The Gulf News reports the consulate received more than 1,000 inquiries in its first week on WhatsApp, in addition to the 100 to 120 daily messages it gets through Facebook.

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APIs Banking Chatbots Best practices 40

Help Scout

APRIL 1, 2019

Of all the everyday challenges professionals face at work, clear communication and effective collaboration are two of the most pervasive. It’s easy for misunderstandings to happen (especially on a remote team. The way a woodworker has a woodshop and a dancer has a stage, companies have a digital stack of tools that either empower or disempower their teams.

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Up Your Service

APRIL 1, 2019

Enjoy this interview with Jeff Eilertsen who leads the Client Success team at UP! Your Service with 25 years’ experience improving service and leadership in organizations around the world. As a consultant, keynote speaker and global master trainer, Jeff works with clients to develop people, processes and best practices to achieve a culture of Service Excellence.

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Best practices Consulting Consulting Education 40

Waterfield Technologies

APRIL 1, 2019

Transformation is defined as “a marked change in form, nature, or appearance; a process by which one figure, expression or function is converted into another.” Businesses are realizing that their […]. The post Transformation is Upon Us appeared first on Waterfield Technologies.

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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

bold360 Blog

APRIL 1, 2019

Subscribe via iTunes , Spotify and more. Brian Bagdasarian is the Senior Manager of Digital Engagement & Conversational Marketing Strategy here at LogMeIn. This is actually a role that didn’t exist before he joined the team, but we’re so excited to see the innovation he’s spearheading. His role now exists to develop the conversational or digital engagement experience for each of our product families.

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Chatbots Journey mapping Metrics Sales 40

Rant And Rave

APRIL 1, 2019

Ah… remember when April Fools’ Day was just a case of looking out for whoopee cushions or being duped by prank calls? Nowadays, we’re more likely to be the victim of a prank delivered directly to our inboxes or social media feeds.

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TELUS International

APRIL 1, 2019

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