Thu.Aug 16, 2018

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This Is What Destroys Contact Center Morale

CX Global Media

Your company culture is on the wall, written in your mission statement, part of the company vision, it’s in your core values and it’s communicated. And this is what destroys contact center morale? It is a problem if your leaders do not live out these perceived commitments through their behaviors. Customers Inside and Outside – Same. Just like your customers hate to have an expectation not met, so do your contact center agents.

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T-Mobile: No Bouncing, No Bad Bots, No BS

Aspect

Yesterday at a media event in Charleston, South Carolina, the CEO of T-Mobile, John Legere, revealed their next big move. My initial thought was what could possibly be a bigger move than offering free Netflix ? Turns out, a full revamp of their customer service as well as a year free of Pandora (double win!). At first glance, you might not think a revamp of customer service is that big of a deal – which is understandable.

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Six Critical Principles Businesses Are Ignoring – Are You?

Beyond Philosophy

A theory is great. It gets you thinking, designing and planning. However, unless you take all the theory and the work you built around it and implement it, it is entirely useless. Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. The concept of implementing the plans you make from theory is significant to me.

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Celebrating CX Community: Better Together

CX Accelerator

Only a handful of months ago, CX Accelerator started with a dream to create a small virtual community exclusively for CX professionals. 400 people and 14,000 messages later, the slack work space has become something far more meaningful than anyone could have anticipated. Our wonderful members have shaped it into a fountain of knowledge and encouragement.

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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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Lost in the Labyrinth: Brand Energy Power and Vision Clarity

Contact Center Pipeline

In this installment of the Lost in the Labyrinth series, I focus on Brand Energy Power, an organization’s internal furnace that breaks down silos and builds brand momentum at every level. But how do we build Brand Energy and continue to fuel the fire? Vision clarity stokes the furnace and builds into each business unit […].

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Trends in Workforce Management and Integrated Analytics

The Northridge Group

An effective Workforce Management organization ensures a contact center has the right number of agents, with the right skills, in place to deliver the desired member experience in the most efficient manner. Forecasting call volume and determining staffing needs are becoming more complicated due to the multiple channels that are now available for customer service.

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11 Customer Service Metrics to Start Measuring

GetFeedback

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Businesses understand that great customer service isn’t optional–it can make or break a brand’s reputation.

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Questions to Ask for a B2B Case Study

Jive

The 2017 Content Preferences Survey Report reported that 78% of buyers have used a case study for a B2B purchasing decision. Whether you’re a large or small B2B company, that means that most of your prospective customers will check out your case studies. When they do, will they be impressed? These tips will help your B2B company ask clients the right questions so you can write a compelling case study—with a healthy dollop of “money” quotes. .

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11 Customer Service Metrics to Start Measuring

GetFeedback

How do you know where you really stand with customers? Here’s a look at 11 customer service metrics that help companies measure support quality at scale.

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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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Why is Service So Great at the USS Midway Museum?

Toister Performance Solutions

Let's start with a few facts about the USS Midway Museum. The decommissioned aircraft carrier has operated as a museum in San Diego since 2004. Visitors can explore the flight deck, crew quarters, and other areas of the ship while enjoying a self-guided audio tour narrated by Midway sailors. Well-informed volunteer docents are on hand to answer questions.

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11 Customer Service Metrics to Start Measuring

GetFeedback

How do you know where you really stand with customers? Here’s a look at 11 customer service metrics that help companies measure support quality at scale.

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Coach agents to create urgency not emergency when talking to customers

SharpenCX

“Alexa, call customer service.” We live in a world where we no longer even need to pick up a cell phone or have a computer on hand to access information. We used to be astounded by the 8-second responses we had at our fingertips when we “Googled” our most pressing questions. Now, we can have [.]. Read More. The post Coach agents to create urgency not emergency when talking to customers appeared first on Sharpen Contact Center Software.

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FNOL Providers Best Practices

Ansafone

Don’t Try to Force Your Business Processes into a One-Size-Fits-All Outsourcer Box There are many advantages to outsourcing your first notice of loss (FNOL) calls to a call center that specializes in this work. However, outsourcing to the wrong call center can produce extra work for your team and cause frustrations for your policyholders. This … FNOL Providers Best Practices Read More ».

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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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Chatbot UX: 6 Ways to Keep Customers Engaged

Inbenta

By now, we’ve learned well that chatbots wield the power to radically bridge businesses and consumers through scalable conversations. Instead of the one-way efforts of traditional marketing, the limited bandwidth and knowledge of a salesperson, and the time-consuming process of standing in for your purchase to be processed by a cashier, chatbots mold all of these steps onto one platform, in one conversation.

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Slack Best Practices from LiveChat Team

LiveChat

Every time I sit down to write this post, I’m distracted by a message from my colleague about this thing I need to hear, a notification about the package that came, or a bot scaring me about the debt on my food credit card. My food card debt. Who is responsible for all of this fuss? Slack, of course. The salvation for all IT companies working remotely and big teams communicating on a daily basis.

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Are Robots Replacing Humans?

Uniphore

Are Robots Replacing Humans? Are robots replacing humans? The proposed question sounds cliché, but it’s a relevant one for many enterprises today. It’s particularly relevant for the individuals responsible for vetting and choosing contact center technology solutions. Because they have a deep understanding of the technology stack, and thus for the people using it, they are more aware than most of those who may be replaced by robots.

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Customer Service for Utilities Is All About Context

Bright Pattern

To keep customers safe and informed, utility companies need to provide easy-to-use omnichannel communications for scheduling service visits, paying bills, finding answers to frequently asked questions, and inquiring about outages and emergencies. Especially during times of crisis, it’s critical that utilities offer a consistent omnichannel experience over voice, SMS, mobile, chat, email, video, and social channels.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

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.

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7 Essentials To Managing Remote Call Center Agents

Playvox

More people are working remotely than ever, thanks to the proliferation of online productivity and communication tools. In 2016, 43 percent of employed adults in the USA claimed to spend at least some of their time working remotely. This was a four percent increase from 2012, and the figures are expected to keep rising in years to come. If you have a team of remote call center agents, managing them efficiently can be a little more difficult than an in-house department.

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How to de-risk your at-home agents

Eckoh

How can US health insurers boost their agility by hiring more at-home agents to handle calls - without compromising data security? Forward-thinking companies have found the answer.

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UJET wins a Stevie Award for Tech Startup of the Year- Software

UJET

UJET brings home bronze with a Stevie for Tech Startup of the Year – Software.

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CX Strategy: 5 Ways to Develop CX-Centric DNA

inmoment

Becoming customer-centric doesn’t just happen. It begins with a vision which, over time, becomes a fully-immersive reason for and way of doing business. It’s more than an initiative—it’s a business discipline—a way of life within a brand. Here are five key areas that serve as building blocks for infusing customer centricity into your brand. Vision: A vision is not simply a mission statement; it should specifically tie to your brand’s promise and guiding values.

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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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First-time Resolution –Driving Enhanced Customer Experience

Enghouse Interactive

Many businesses spend vast amounts of time analysing what their customers want and try to understand where to invest, their time, money and resources in order to drive the optimum customer experience. One of the main obstacles to achieving that is that every organisation is different, with their own distinct set of customers and products, challenges and objectives.

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How do you keep your customer in mind when going digital?

Quadient

As consumers, we are often the victims of digital processes that break down when they hit the physical world. This weekend, we pre-ordered tickets for a show and arrived at the venue just before it was about to start. Unfortunately, the online process was not fully digital – it required the output of paper tickets in order for us to hand over to the attendant and enter the show.

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Blockchain Futurist Conference, Toronto - Pix, Thoughts and Larry King

Jon Arnold

Kinda thought that last part would get your attention. What in the world does Larry King have to do with blockchain? No matter what your answer, it's correct. Yes, he really was there, and in a bizarre way, his voice-of-authority presence kinda provided a veneer of validation to all the goings-on. I have no doubt that's part of why he actually does represent Gear Blockchain as an Advisor; although in yet another bizarre angle to the blockchain/crypto tsunami, they share a common passion to comba

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7 Compelling Reasons Why You Should Listen to Your Customers

ProProfs Blog

Offering a delightful customer service has become the lifeblood of the businesses all over the world. Success of any business is directly proportional to its customer experience. Did you know 60% of the organizations consider customer service as their top most priority ? A good customer experience often leads to customer retention. Do you always find yourself wondering why your business is unable to retain customers, despite selling a decent product in the market?

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Importance of Scalability in the Contact Center

Fenero

To be a successful Contact Center Manager, you must be able identify and forecast the needs of your campaign/project(s) which at times can be uncertain. There are unpredictable spikes in the contact center that causes longer holder times which can result in negative customer service experiences. Longer hold times can also impact sales depending on the line of business or campaigns you are running.

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Selling to VP Level Executives: An Insider Look

aircall

Successful B2B sales can be an indirect, multi-step process. Who are the decision makers? What metrics do they care about? Is there a particular communication style I should adopt? How can my product fulfill a need for this organization? Collecting this information will usually involve research, discovery calls/emails, and a healthy amount of LinkedIn stalking.

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Application Framework-Revolutionizing Contact Center Solutions

Ameyo

Contact center market keeps on upgrading on a regular basis to support businesses to stay relevant and competitive. Organizations need to invest in their technical infrastructure to ensure holistic view of customer journey by creating 360-degree view of the customers. In order to develop a dynamic, customized and user-friendly interface supporting a myriad of offerings ranging from " nice-to-have " to " must-haves ", is a challenging task.