September, 2018

Want to optimize your live chat? Try these 11 tricks recommended by experts

HelpCrunch

No matter what job you're doing, there's always some room for optimization. Check out these 10 live chat tricks recommended by industry experts. The post Want to optimize your live chat? Try these 11 tricks recommended by experts appeared first on HelpCrunch blog. Customer service Live Chat

Ready to Promote Your Star Agent to Supervisor? Not so Fast

Contact Center Pipeline

Heather had been working as a contact center agent at ABC Electric for almost 18 months when her boss approached her with exciting news. He wanted to promote her to a supervisor! A standout performer, Heather’s Csat and FCR scores were consistently some of the highest on the team.

10 Ways to Reduce Call Center Attrition and Improve Agent Engagement

Fenero

By Francis Cyriac. Cramped in a cubicle for 9-10 hours a day, leashed to a desktop, answering calls of angry and frustrated customers, and getting paid $10/hour is not exactly a lucrative profile. While not every call center fits the description above, many do.

How to Disrupt Your Competition

ShepHyken

The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

Customer Service Week: A Time of Celebration

Call Center Weekly

The time for annual Customer Service Week is rapidly approaching! Are you ready? This celebration, which takes place the first week of October each year, is a week of fun, games and food – lots of food.

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When Employees Make Assumptions, It Hurts Your Business. Here’s How to Fix That.

Myra Golden Media

Recently, I went to buy a replacement charging cable for my laptop. I found a salesperson and told him what I needed. I should also mention that when I approached the employee, he was fully engaged with his cellphone. I felt like I interrupted him.

7 Tips for Creating A Contact Center that Fuels Transformation

Call Center Coach

7 Tips for Creating A Contact Center that Fuels Transformation. Being a contact center leader has become more important in business transformation than being a CEO. After all, if you are going to transform, your outcome must be to be more customer-centric.

Listening & Empathy Is Key To Stemming The Tide Of Customer Churn

Callminer

The CallMiner Index UK uncovered that call centres play a pivotal role in a consumer’s decision to switch their suppliers or stay loyal. In fact, the report reveals that 68% of customers are very or extremely likely to switch suppliers if they have a bad experience with a call centre.

Guest Blog: How Live Chat Can Improve Conversion Rate For Your Business

ShepHyken

This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken. The modern marketplace offers many different ways to make your business and employees more productive.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

B2B Customer Experience: All Hands on Deck

Call Center Weekly

Consumers have the power, everyone is an influencer and consistently delivering exceptional customer experience is critical to event success. And as the B2B vs B2C playing field has leveled, buyers expect consumer centric experiences across the board.

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How To Measure Customer Emotions

Beyond Philosophy

Measuring customer emotions for your Customer Experience is a vital activity for your organization. After all, if you can’t measure it, you can’t manage it, as the saying goes. We discussed how to measure customer emotions on our recent podcast.

Do These 2 Things To Make Chat Interactions Pleasant and Easy

Myra Golden Media

When I need to reach out to a company, chat is almost always my preferred contact method. It’s usually quick, and I can be doing other things, like replying to email or making a quick call, while I chat. Your customers like the ease of chat, too.

Do This Instead of Worrying About a Good NPS Score

Steve DiGioia

does your Net Promoter Score tell you enough to make a difference? This original article was written by Steve DiGioia. Net Promoter Score®, or NPS, measures customer experience and predicts business growth.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Customer Health Solutions: Accurately Monitoring Your Customer Relationships

B2B Customer Service Blog - TeamSupport

A new term, customer health, is all about monitoring the customer relationship to ensure it remains in a vibrant state.

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Amazing Business Radio: Gregg Lederman

ShepHyken

Give Employees What They Crave Most. Take Time to Properly Motivate Your Team. Shep Hyken sits down with Gregg Lederman to talk about his new book, Crave: You Can Enhance Employee Motivation in 10 Minutes by Friday.

Workforce Management's Impact on Customer Service

Call Center Weekly

Workforce Management drives CX A biker friend of mine recommended a book to me called “Freedom” written by Sonny Barger – yes “that” Sonny Barger – a founding member and former Oakland Chapter President of the Hell’s Angels.

How To Measure Customer Emotions

Beyond Philosophy

How do we measure a feeling? What emotions should we be measuring? Where and when should we be measuring them? Colin and Ryan discuss what is best practice and what you should be doing. The post How To Measure Customer Emotions appeared first on. Podcast

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

6 Lessons for Rolling Out a Digital Experience Platform (DXP)

iCiDIGITAL

Rolling out a digital experience platform (DXP) can be a daunting initiative for an enterprise. Done well, the challenge will be worth the investment of time and resources. A successful DXP rollout will reward marketing with a powerful platform to build compelling customer experiences that drive key conversions, and end customers will benefit from positive interactions with the brand.

The Incredible Power of Calling Your Customers Back

Fonolo

He-Man had the right idea when he held aloft his sword and transformed into his mightiest self. “I I HAVE THE POWER!” he proclaimed with animated gusto. Although the cartoon is pushing 35 years old, it’s still an inspiring sight to see (and message to hear).

Convenience is King for Millennials in Customer Service

Aspect

Millennials often get saddled with a negative reputation. But now that this generation has become the single largest age group in the U.S. workforce, and is projected to spend $1.4 trillion annually by 2020, they are a force that businesses can’t afford to overlook.

Never Take Your Eyes Off the Customer

ShepHyken

One of my favorite restaurants in St. Louis, where I live, is Tony’s. You may be familiar with Tony’s if you have been following my articles and videos for a while. They are an outstanding example of a great product – their food – and amazing service.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Customer Irritation Erodes the Experience You Deliver

Call Center Weekly

I was recently at a business conference at a highly regarded venue. The presenter was wonderful and provided lots of strategies, techniques, and solutions for those in attendance. Participants walked away with a wealth of knowledge and takeaways ready to implement in their companies.

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Why Don’t People Say What They Mean?

Beyond Philosophy

People do not say what they mean or, it seems, what they are thinking. If we aren’t saying what we mean, then what are the implications for our Customer Experience? Honest communication can not only improve communication, but it can also enhance workplace quality and Customer Experience.

The First Step to Fix Poor Customer Service

Toister Performance Solutions

Note: This post originally appeared on LInkedIn. I've talked to a lot of customer service leaders recently who want to improve customer service, but aren't sure where to start. One of their biggest challenges is they struggle to articulate exactly what "improve" means.

What is the Importance of Using a Live Chat Software on Business Website

ProProfs Blog

More than 50% of Americans have given up on a planned purchase or transaction because of bad customer service. Goes on to show that businesses shouldn’t take customer service for granted. After all, no one in the competitive market can afford to lose its customers.

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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.

AI is Not Reducing Call Center Agent Employment

Fonolo

You know when you’re listening to a podcast interview and the guest says something and you literally smack your head, pause the podcast, and start tweeting? Happened to me last week.

Guest Blog: 7 Effective Ways HR Tech Improves Employee Engagement

ShepHyken

This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. In highly competitive industries, companies large and small have a pressing need to stand out among their peers.

Empathy, and the Recipe for Chocolate Cake

Call Center Weekly

Once upon a time, (isn’t that how they always start), a young woman took a leap, and accepted a position in a customer service role. This is a new adventure, how exciting!! The young woman had no experience in customer service, but was up for the challenge. She thought should could figure it out.