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 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.

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.

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.

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Turn Your Order Desk into an Inside Sales Team

Contact Center Pipeline

Imagine you are a frontline employee at a company’s order desk. For years, you answered the inbound phone queue and took orders from vendors. Your job success was measured by input accuracy and talk time. Then your manager says, “Congratulations. You are now inside sales reps!

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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.

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.

How Does Time Of Day Affect How Much We Sell?

Beyond Philosophy

Does the time of the day that you sell or deal with your customers affect how much they buy or how they see your customer experience. The answer is yes, but why is this the case and what should you do about this? The post How Does Time Of Day Affect How Much We Sell? appeared first on. Podcast

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.

5 Teams Coca-Cola Created That Blows the Top Off Employee Engagement

Call Center Coach

Contact centers are built on processes and systems that need to be managed and led. Because of the rapid pace of work and unforgiving workloads that come, they need to be effective and high-caliber, including employee engagement.

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.

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.

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.

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.

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.

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

Forgotten Yet Key Source for Contact Center Best Practices

Call Center Coach

I’ve been very fortunate to have gained different perspectives in the contact center industry. I’m so grateful for my frontline experience, but I also realize that since those days, I’ve been able to experience a significantly broader perspective on the entire industry.

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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Your Complete Customer Engagement Handbook

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

Enhance Contact Center Engagement and Performance with Meaningful Recognition

Contact Center Pipeline

In the contact center, recognition for a job well done does wonders for boosting morale and motivation.

Baseball and The Myth of WFM Forecasting Accuracy

Aspect

Yogi Berra didn’t know much about contact centers, but he seems to have had great insight into the first phase of the workforce planning process when he said, “It’s tough to make predictions, especially about the future”.

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.

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.

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.

What is your top customer service tip?

Call Center Coach

Top Customer Service Influencers Give Top Customer Service Tips. Recently Fit Small Business asked a group of the top customer service influencers about their top customer service tips. I was fortunate enough to be chosen and among a list of people I admire.

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.

Letting Customers Depart Gracefully

Contact Center Pipeline

“Ride our bike for 50 days; if you don’t like it, return it, no questions asked.” Cancel your subscription for those razor blades—it’s OK, we understand.” “Try

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.

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.

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).

How Telecom Can Set Themselves Up to Fail at CX at 5G Speeds

Beyond Philosophy

I have a real problem with patience as far as my network is concerned. When the internet is slow, I throw all my toys out of the crib. It’s maddening. The good news for me is that the 5G network is coming. The bad news is that the 5G build-out is lagging behind many other countries in the U.S.,

4 Ways Smarter Ticketing Solutions Drive Better Support Experiences

Relay Blog

In a perfect world, we’d all be working smart instead of working hard. But what. The post 4 Ways Smarter Ticketing Solutions Drive Better Support Experiences appeared first on Relay. Support channel collaborative customer experience multi Omnichannel smarter solution ticketing

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.

How to Create an Exceptional Customer Experience

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