June, 2022

Supporting the Agent/Customer Experience

Contact Center Pipeline

Earlier this year, the Harvard Business Review published 11 trends they believe will shape the workplace in 2022 and beyond. These trends acknowledge a key reality for many employers right now: as the U.S. economy approaches full employment, competition for employees is critical.

The One Where There is No One Ideal Customer

CCNG

On a recent episode of CX Passport, Elaine Lee, Managing Director of ReynoldsBusbyLee and I discussed how it takes a real understanding of a real customer to know how to deliver the right customer experience.

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How can artificial intelligence help shape the future of collections?

Callminer

AI can play a vital role in the collections strategy. CallMiner’s Rick Britt, VP of AI, explore how at Credit Connects Online Collections Technology Think Tank on 7th July at 11:55am BST

Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022

TechSee

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction.

Customer Satisfaction in the Digital Age

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

More than ever, we are seeing organizations implement digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. But how does this affect customer satisfaction?

Who Desperately Needs De-escalation Training?

Myra Golden Media

Like water is to a desert, my De-escalation Academy is to customer support teams who serve challenging customers. That’s right… you NEED DE-ESCALATION training like the Sahara Desert needs a rainstorm! Need I say more? . Head over to De-escalation Academy to learn more! Customer Experience Design

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SPECIAL REPORT: Work from Home Survey Results

Contact Center Pipeline

It’s such an interesting time for contact centers! The pandemic forced an immediate, full-on transition to work from home (WFH) for most around the globe, and for contact centers the net results proved to be overwhelmingly positive.

Creating Location Inclusion

CCNG

Let’s make 2022 the year of Location Inclusion. What is location inclusion? To me, Location Inclusion means making sure everyone is valued, regardless of where they live and work.

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4 eras of AI innovation in conversation intelligence

Callminer

Want to know more about AI’s role in conversation intelligence? This blog looks at four eras of AI and the impact they’ve made on customer-centric companies

3 Costly Points of Failure in Omnichannel Customer Experience and How to Fix Them

TechSee

Providing a digital, omnichannel customer experience is a clear imperative. Allowing customers the flexibility to digitally self-serve can dramatically increase customer satisfaction, and lower your operating costs. Gartner reports that self-service costs around $0.10

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

Helping AI Help Agents: A Better Way to Use AI Applications in the Contact Center

Upstream Works

By: Rob McDougall, CEO, Upstream Works Software. I’ve been reading This I Know: Marketing Lessons from UNDER THE INFLUENCE by Terry O’Reilly, and something he said really stuck with me.

Is The Move to Self-Service Better For Your Organization Or The Customer?

Beyond Philosophy

Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more.

Work from Home… Are You Sure of the Future?

Contact Center Pipeline

In October 2021 I read that according to the Federal Trade Commission (FTC), cigarette sales were up for the first time in twenty years. My initial thought was that this was due to Work from Home (WFH).

Best Practices For A Powerful Professional Network: Part 2

CCNG

It’s important to use your network to get a more complete view of issues, problems and solutions. Experience is generally the key in successfully navigating difficult situations. A wide network of informed, experienced contacts gives you access to new and valuable information.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

CallMiner product innovation series: Q1 2022

Callminer

Read this blog from VP of Product Management, Bruce McMahon, to learn more about the most recent CallMiner updates across the platform, solutions and teams

According to Steve #5 – A Little of This, A Little of That

Steve DiGioia

I used to work with a general manager who, as you walked through the hotel halls with him, would make a point of picking up a piece of trash off the floor. I know he was testing to see if you’d pick up the next piece. It was fun watching those new employees who didn’t know about his tactic.

Japanese Telecommunications Giants KDDI Evolva & Terilogy Partner with TechSee to Launch “Video Support Service”

TechSee

TechSee, a next-generation visual customer assistance solution, and KDDI Evolva will start providing a new contact center “Video Support Service” utilizing video from May 2022.

Do Your Customers Trust You? Here Are Four Secrets to Discover What They Really Think

Beyond Philosophy

How do you know if someone trusts you? Is it what they share with you? How do they spend their time with you? Is it the language they use when talking about you or what they do when you aren’t around? I would argue it’s all of the above.

CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.

Connecting the Machine and Human

Contact Center Pipeline

The “Knowledge Economy” and “Age of Information” dominate all aspects of our society today. Evidence of this is demonstrated through the huge volumes of data and which are now easily accessible through big data type technologies and the use of artificial intelligence (AI).

Must-Have Workflow and Productivity Contact Center Tools for 2022 and Beyond

CCNG

Many businesses start their fiscal new year on July 1…which is coming up fast! ? ???If

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What are omnichannel contact center solutions?

Callminer

It's important for contact centers to meet customers where they are and on their preferred channels. Read this blog to learn more about omnichannel contact center solutions

What is a Key Differentiator of Conversational AI?

Solvvy

You’ve probably noticed that your customers are impatient. When they search your website for answers or reach out for customer service or support, they want answers now. Chatbots help you meet this demand by allowing your customers to type or ask a question and get an answer immediately.

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

3 Takeaways from Field Service USA 2022

TechSee

Like most American consumers, I had no reason to understand the complexities and challenges companies face implementing an efficient field service strategy… until I spent five months without a working oven.

Breakthrough thinking: Why do we believe things that are not true?

Beyond Philosophy

Breakthrough thinking: Why do we believe things that are not true? There was a car brand several decades ago in the UK called ŠKODA. It was a terrible car, much like Yugo was in the US. However, they have changed their image and today, my son wants to buy one.

Inside View: Laura Sikorski on Analytics

Contact Center Pipeline

I had a conversation recently with Laura Sikorski, who is an independent consultant and leading contact center industry authority, on the critical topic of analytics. “An An example of a lesson learned with analytics is the increased usage of the chat channel—about 20% per year since 2016.”

The Great Resignation

CCNG

The impact of COVID is receding in the US, and workers for the first time in years are leaving their jobs in record numbers. In April of 2021 the number of workers who quit their job in a single month broke an all-time U.S.

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Customer Service De-Escalation Techniques

Nobelbiz Guide: Customer Service De-Escalation Techniques

25 quotes on customer experience from CX professionals

Callminer

Delivering exceptional customer experience is critical. This blog shares 25 expert quotes, with a wealth of valuable insights from the CX professionals who are driving value for their organizations

Need to Know Customer Service Statistics

AnomalySquared

Customer service experience is the customer's view of how a company treats them. It is what builds the thoughts and feelings a customer has towards a company, and drives behavior and loyalty. Improve your customer service through outsourcing. customer service

Good Intentions Can Be More Important Than Perfection

Shep Hyken

Not long ago, I wrote about calling your customer or an employee “honey.” It generated dozens of comments. One of our subscribers made a good point.? .