January, 2023

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Moving Forward: What Will 2023 Bring for Contact Centers?

Contact Center Pipeline

The New Year’s message has as its core, promises of better things ahead. And yes, that did happen to some extent in 2022. The worst of the COVID-19 pandemic appears hopefully behind us. The economy—and spending and consequent demand for service for items and services that need contact centers for—has bounced back. And customers have […].

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25 use cases & examples of real-time analytics

Callminer

Read this blog to better understand what real-time analytics is and how it works, as well as 25 real world examples of how organizations across a range of industries benefit from real-time analytics.

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The Ultimate Guide to Call Center Training

Fonolo

Call center training has always been one of the key pillars of running a successful call center. As the industry advances, so do the methods we use to ensure our workforce is performing at its best. A strong call center training program should not just be part of your onboarding process. Instead, it’s helpful to think of it as regular part of your workforce management.

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The Impact of ChatGPT on Contact Center Performance

The Northridge Group

ChatGPT is all over the news, especially since it has been reported that Microsoft may be considering a significant increase to its 2019 investment of $1 billion in OpenAI, the hottest startup in Silicon Valley and the creator of ChatGPT. The $10 billion investment under consideration would increase OpenAI’s value to $29B. A cutting-edge chatbot with advanced capabilities such as writing poems and software code, ChatGPT is capable of formulating human-like answers in seconds and its conversation

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The 2023 Verint Experience Index: Retail

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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Documenting Your Contact Centre Project to Maximise Success

Genroe

Get the most out of your call centre project with these essential steps to documentation success. Start today! The post Documenting Your Contact Centre Project to Maximise Success appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

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Is Your Center Really Resilient?

Contact Center Pipeline

Formal Business Continuity and Disaster Recovery (BC/DR) planning has always been a very important aspect of contact centers’ success. In the May 2020 issue of this esteemed publication, I showed how Covid and the move to work-from-home (WFH) provided a clear rationale for making preparedness mission-critical.

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What is Social Customer Service? The Next Era of Support in the Call Center

LiveVox

What is social customer service? It’s exactly what it sounds like! Providing support, informational resources, and engagement to your customers over social media channels. We know it seems like WhatsApp, Facebook, Twitter and the like are places to share funny photos of your pets or humble brag about your family vacation to the Bahamas, but […].

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Upgrade Your Customer Service to a First-Class Experience

ShepHyken

Many years ago, a friend shared some advice with me: It doesn’t cost much more to enjoy a first-class experience. He was referring to spending just a little more in certain situations to get much more out of the experience. It could be a nicer hotel, a better seat in a theater, a better cut of meat at the grocery store, and more. He found that it often doesn’t cost much more to upgrade.

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How do I discover if my customer has decided to buy?

Beyond Philosophy

In sales, it can be tough to know when a customer is no longer deciding but already decided—unless, of course, they tell you that out loud. So, it is incumbent upon you to read the signs that a customer has decided to buy. For example, I like to make drawings with pen and paper during my sales presentations with a contact. Then, I position the pen toward them during the discussion as an invitation for them to pick up and draw a little bit, too.

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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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Survey Design – Best Practices

Lumoa

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well! Here we’ll discuss some best practices for designing effective surveys – everything from creating questions that elicit actionable responses, to logic-

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Why Call Center Retention Matters

Fonolo

If call center retention keeps you up at night, you’re not alone. In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. The numbers are sobering. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. This figure is about 10 percent higher than the US average employee attrition rate of 47.2%.

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No Excuses for Poor Disaster CX

Contact Center Pipeline

Disasters, like the recent holiday storms, are inevitable. How you plan, respond, but most critically inform and communicate with your employees and customers is what counts. This isn’t rocket science. And it is the foundation of the customer experience (CX). Customers and staff get it—both foreseen and unforeseen “events”. I’ve covered, been responsible for the […].

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Americas FSI Digital Commentary: 3 Ways to Accelerate Digital Strategy in 2023

Cisco - Contact Center

As a change agent serving the financial services industry for over 20 years, it is a great privilege to collaborate with Bank, Insurance, and Wealth Management institutions to devise and execute digital transformation strategy, solve complex business problems, and leverage technology to strengthen business results. Ending a chaotic 2022 with the Federal Reserve in their December meeting raising interest rates to control inflation another 50 basis points following four consecutive 75 basis point

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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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Top Ten Customer Service and Customer Experience Predictions for 2023

ShepHyken

Happy New Year! We have an exciting year ahead of us. So much has changed in just the past three years. And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. I don’t often repeat content, but I’m going to share those predictions and trends here, in a revised and shorter format.

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These are the critical questions to see if your segmentation is effective!

Beyond Philosophy

If you have customer segments that read like the drink sizes on a fast-food menu, then this podcast is one you really need. The fact is many organizations get customer segmentation wrong. So, we came up with some critical questions that can get it back on track. One of our listeners is in a pickle and it has to do with their firm’s segmentation.

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How to Create Live Chat Survey Questions to Improve Customer Service

HelpCrunch

In a world where customer experience is everything, brands must continually strive to make their services as customer centric as they can be. Walker’s report “Customer 2020” predicted that by 2022, price and product would [ … ]. The post How to Create Live Chat Survey Questions to Improve Customer Service appeared first on HelpCrunch blog.

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How Artificial Intelligence is Changing CX in the Contact Center

Fonolo

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. The cost savings AI offers makes the move to more automation inevitable. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. By 2031, the savings could grow to $240 billion.

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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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Work from Home…a Privilege?

Contact Center Pipeline

Dear Contact Center Pipeline bloggers, I read this article this morning about Howard Schultz, CEO of Starbucks saying he is annoyed that workers aren’t in the office and is “ordering” employees to return to the office 3 days/week. He says that remote work is a privilege. Their “coffee tastings” and “storytellings” were used to build […].

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2022 highlights from our customer service blog

Eptica

Date: Friday, January 6, 2023 Author: Pauline Ashenden - Demand Generation Manager 2022 highlights from our customer service blog. Published on: January 06, 2023. Author: Pauline Ashenden - Demand Generation Manager 2023 promises to be a challenging year economically, directly impact customer service teams. What can we learn from 2022 as we set out strategies for the year ahead?

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Three Ways to Create an Employee Experience that Creates a Better Customer Experience

ShepHyken

Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). With the employment issues of the past two years, EX is as important, maybe even more so, than CX. You can’t have a consistent and predictable CX without an EX to support it. .

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An Authoritative view: Three Pioneers of CX predict big changes in 2023

Beyond Philosophy

Every so often, I get a chance to chit-chat with colleagues of mine about the future of customer experience. This time, my colleagues were pioneers in customer experience, Lou Carbone ( Experience Engineering.com) author of Clued In , and Joe Pine (StratgicHorizons.com) , author of The Experience Economy. We discussed what we see changing in CX. We all think we are at a turning point in the movement.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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5 Customer Experience Predictions for 2023  

Comm100

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. To help make sense of the year ahead and plan for the ever-shifting CX landscape, we’ve asked five experts in the field for their CX predictions for 2023. 1

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How Artificial Intelligence is Changing the Contact Center

Fonolo

Change seems to happen slowly and then all at once. The same holds when considering how artificial intelligence is changing the contact center. . You probably know at least a bit about AI and automation. Tools like interactive voice response (IVR) and smart call routing are tried and true ways to save time and money – and offer better service. They are also popular advancements in automation that employ varying degrees of AI.

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Edging to the Brink of Change

Contact Center Pipeline

The year is 2023, and the contact center industry is on the brink of change. With new technologies and approaches being developed daily, it’s hard to predict what the next year will bring. However, there are a few things that we can be sure of. AI, Chatbots, and Automation Artificial intelligence (AI), chatbots, and automation […].

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Deploying A BPO Disaster Recovery Plan Built for Your Business

Transparent BPO

“Hope” is not a plan to mitigate inevitable risk! By Randy Rollins , VP of Information Technology, Transparent BPO A well-worn mantra circulates throughout information technology circles: “it’s not a matter of if something will go wrong, it’s a matter of when something will go wrong.” Something will inevitably go awry with your IT systems […] The post <strong>Deploying A BPO Disaster Recovery Plan Built for Your Business</strong> appeared first on Transparent BP

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The Rise of the AI Coaching System: Powering the Empathic Enterprise

Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.

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Create a Selfie Experience

ShepHyken

Here’s an interesting concept. I’ll describe it in the form of a question: Do you create an experience that is so good your customers want to remember it with a photograph? I started thinking about this as I walked through Times Square in New York City and couldn’t help but notice how many people were taking pictures of themselves with the bright lights, huge signs, and thousands of other people in the background.

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The Seven Key Strategic Questions Essential for Gaining Growth in 2023

Beyond Philosophy

It’s time for an update. A few years ago, we went over some of the essential questions for your clients. However, in reviewing that content, I realized I was in sore need of an update. Therefore, we will discuss the seven key strategic questions updated for the new year. Before we get started, you should know that typically, people don’t know the answer when I ask these questions, which is why I ask them.

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How to Set up Customer Service for Small Business: 9 Practical Tips

HelpCrunch

Small businesses have so much on their plates that setting up proper customer service often gets pushed to the back burner. Naturally, with developing and maintaining the product, running marketing campaigns, putting together a team, [ … ] The post How to Set up Customer Service for Small Business: 9 Practical Tips appeared first on HelpCrunch blog.