July, 2018

10 chat support job responsibilities: what you need to know about providing live chat support to your customers

UJET

It's Friday. You're queuing up emails for next week's big product announcement when all of a sudden your email service stops working. Customer Experience Multichannel Support Live Chat Customer Support

6 More Ways to Get An Angry Customer to Back Down

Myra Golden Media

Eleven years ago I published my first YouTube video. I called it Top 6 Ways to Get An Angry Customer to Back Down. That little video has gotten more than 2.9 million views. (I I have this old-school video at the bottom the page if you’d like to take a look.).

A New Golden Rule: How to Make Your Customer Service Better

SharpenCX

Last week, we kicked off a series on the relationship between agent and customer experience. And, last week’s post teased the revelation of a new golden rule to create better customer service. Treat your agents the way you want them to treat your customers. When customers reach out to your agents for support, there is [.]. Read More. The post A New Golden Rule: How to Make Your Customer Service Better appeared first on Sharpen Contact Center Software. Customer Experience

5 Contact Center Training Tips to Boost Efficiency

SharpenCX

Every business wants to improve their customer experience – drop fewer calls, build brand loyalty, and resolve cases faster. That’s why it’s important to have a plan in place to improve your team’s efficiency. Contact center training is every bit as critical as hiring the right agents and adopting new technologies. But how do you [.]. Read More. The post 5 Contact Center Training Tips to Boost Efficiency appeared first on Sharpen Contact Center Software. Customer Experience

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Inside View: Delta Vacations’ Customer Engagement Center

Contact Center Pipeline

Most companies—and contact centers—have traditionally operated on the principle that the rules of the workplace always outweigh the needs of employees. Few companies have managed to break away from that model, but those that do generally find that partnering with employees to meet business objectives leads to a much more satisfying work environment and greater […].

5 Tips for Managing Customer Data

VocalCom

Customer data has long been a sensitive issue. Given recent stories in the news about companies mishandling data, it’s no wonder that consumer confidence has been impacted. A Pew Research Center study found that 64% of Americans had personally experienced a data breach, and nearly half of all Americans do not trust the federal government or social media sites to protect their data.

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Make This Small Change For Big Results

Beyond Philosophy

We all have a Status Quo Bias when it comes to decision making. Also called Status Quo Inertia, the Status Quo Bias is our preference to keep things the same or maintaining a previous decision.

Keep Your Call Center At-Home Agents Engaged

Callminer

Remote employment is becoming increasingly popular across the United States. Working from home gives employees a break from the constant office noise along with the opportunity to embrace a more flexible schedule that improves their work-life balance.

Contact Center Quality is NOT a Score: Stop Using Checkboxes

Call Center Coach

Contact center quality is transforming just like many other aspects of contact center operations. Good thing!

When Employees Misuse Their Authority Over Customers

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

Infographic – Gig Economy and Customer Service Agents

Aspect

This week we released part two of our Agent Experience Index survey covering the gig economy and how customer service agents feel about it. Currently, 16% of customer service agents are working in the “gig economy” and we expect that number to continue to rise.

Adding Fuel to the Fire

Contact Center Pipeline

The idiom “add fuel to the fire” dates back to Roman times. The expression, as defined by the American Dictionary of Idioms, means to “worsen an already bad situation, as by increasing anger, hostility or passion.” Let’s face it… handling customers day after day in any contact center can yield the same inevitable and unpleasant […]. Customer Service call center coaching contact center contact management customer complaints escalated calls

How Do You Keep Up With Customer Expectations?

Beyond Philosophy

Have you been to the Congo? If not, can you describe the weather? How about the vegetation? Now tell me why you thought that? Did you see a movie or read a book about the Congo? Did you travel to a nearby country and guess that the Congo was probably a similar experience?

4 Measurements of CX Success in the Outsourced Contact Center

Callminer

When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. And it is no surprise that the number of home-based customer service agents is expected to grow at a compounded annual growth rate of 36.4%.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

Another Disruption in Contact Centers: Pay Dramatically Increases

Call Center Coach

The contact center agent job is getting harder, talent is harder to attract, unemployment is down and the labor market is tight…all of this is causing a disruption in contact center pay. But not in the way you might be thinking. It’s the timing of pay that we are seeing dramatic increases in. Waiting every two weeks or until mid-month or end of the month just might become a thing of the past, just like a home land-line.

Retail Loyalty Programmes – what are you really saying?

Peter Lavers

Like many people I’m a member of many loyalty programmes – from grocery retail through to airline frequent flyer clubs. I recently received two very similar direct mail offers from major retailers that got me thinking about the strengths and weaknesses of loyalty programmes. Let me explain further.

Make Your Email Replies to Customers Easy To Read Using These 4 Tips

Myra Golden Media

Most of your customers are reading the emails you send on their phones or tablets. And they’re reading your messages while they’re on the go, or doing a couple of other things. Like you, your customers are busy.

Customer Satisfaction Survey Erosion

Contact Center Pipeline

In today’s world, the customer satisfaction survey is a given. Some businesses (Lyft, Airbnb) rely on it as part of the model, and could hardly exist without it. Others may not have the same degree of reliance, but are nonetheless diligent (and persistent!) in requesting feedback after every service transaction. Customer feedback today drives purchase […].

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Why Do Customer Emotions Matter?

Beyond Philosophy

Colin Shaw and Prof. Ryan Hamilton discuss how emotions drive customer behavior. So, what is an emotion? How are they evoked? How can you deliberately evoke a customer’s emotions? How is an emotion different to a mood and what you should do about it? The post Why Do Customer Emotions Matter?

New research gives you 25 billion reasons to understand why customers say goodbye

Callminer

Today, CallMiner published the CallMiner Index – a survey report that reveals a switching epidemic that is costing British businesses at least £25 billion a year. And most of the reasons are completely avoidable. Almost nine out of 10 people (84%) switched 1.91

How to Build a Supervisor Dream Team in Your Contact Center

Call Center Coach

How would you describe your contact center supervisors? Ineffective? Uncertain? Overworked? Undertrained? Dream team? The fact is having high-performing contact center supervisors is no longer an optional extra for organizations, but even the best organizations don’t have time to figure all this stuff out. So we thought it was best to reveal to you how to build your very own contact center supervisor dream team.

Tips to Make Your Contact Center More Productive

InGenius

If you’re working in a role like customer service, help desk support, or sales, it’s basically a requirement that you spend a lot of time on the phones, and you typically end up spending a lot of time doing the same tasks over and over. Productive reps are the backbone of any contact center.

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

Making emotional connections with customers is key to excellent NPS and VOC results

Robert Davis

By Brad Baumunk, President and COO, Robert C. Davis and Associates. Recently I read an article by Toma Kulbyte entitled “32 Customer Experience Statistics You Need to Know for 2018” ( [link] ).

How to Deliver a Great Customer Experience (VIDEO)

GetFeedback

Today, customers can interact with companies in more ways than ever, across unique channels, devices, and time zones. A customer might see a company’s ad, visit their website, browse their products, read customer reviews, and go on their way—all without speaking to a single human.

Are You Making The Most Of Scarcity As A Marketing Strategy?

Beyond Philosophy

We discuss the key principle of scarcity with guest Professor Kelly Goldsmith, Ph.D., Professor of Marketing at Vanderbuilt University. Kelly is a behavioral scientist who examines consumers’ responses to uncertainty and scarcity, uncovering and explaining seemingly paradoxical effects.

Deliver Performance Scores Directly to Your Agents

Callminer

When it comes to improving efficiency, many call centers choose to record phone calls and track average handle time , and first call resolution rates. The less effort required on every call should lead to agents being able to assist more customers.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

More Customer Channels: Your Biggest Pain Point Is NOT What You Think

Call Center Coach

Meeting with Cameron Weeks from Sharpen at ICMI’s Contact Center Expo was a bit of a twist from the norm. And personally, I like that. Hearing a unique message and perspective on a common contact center topic (and solution) such as omni-channel was an inspirational change of pace. Too often the inside view on contact center technology is about cost reduction and Customer Experience.

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Contact Center Executive Outlook on Employee Engagement

Contact Center Pipeline

Employee engagement continues to top the lists of management challenges—and with good reason. It’s a complex issue that directly influences the business—positively or negatively—through staff retention, productivity, schedule adherence, workplace culture and morale, service delivery and customer experience. Contact centers have learned a lot about employee engagement in recent years, most significantly that the foundation […].

Please take my lunch break survey

Customer Service Life

Did you (or do you plan to) take your lunch break today? I mean, really take your lunch break? Move away from your desk, actually eat a meal and maybe even talk with your coworkers? You may have worn (or currently still wear) the badge of hours worked.

CX and EX (Customer Experience and Employee Experience)

ShepHyken

Customer service and customer experience (CX) have become as hot of topics as any in business. Owners of small businesses and leaders of the largest companies recognize the importance of CX. It’s what drives our business. It’s become a customer expectation.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.