November, 2018

Should your Contact Centre join the Cloud?

Connect Managed

In Contact Centres around the world, a battle is raging. The prize: the best customer experience, underpinned by efficient, scalable, and flexible technology.

3 Revenue-Driving Benefits of Conversational AI

Interactions

NOVEMBER 7, 2018 When it comes to the customer experience, Read more » The post 3 Revenue-Driving Benefits of Conversational AI appeared first on Interactions Resource Center. Artificial Intelligence

Why design thinking in the contact center drives CX innovation

TELUS International

Find out how design thinking and journey mapping are elevating the customer experience

Digital Transformation: The Unexpected Opportunities and Surprising Problems for Customer Experience

Beyond Philosophy

I don’t go to a store looking for a product these days. What’s more, it occurred to me a couple of years ago that I no longer Google products that I want to buy; I “Amazon” them. I suspect many of you do the same. In many ways, Amazon-ing products is a result of the digital transformation.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

Congratulations to the 2018 LISTEN Awards Winners

Callminer

At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success.

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That Time My Client Cropped My Afro In My Headshot, And Why This Is Not Okay.

Myra Golden Media

I haven’t stepped into a Starbucks since two African American men in Philadelphia were arrested for merely being black in Starbucks back in April. But Starbucks isn’t the only company with issues with insensitivity. Consider three of my recent experiences with companies.

Five Ways to Create Customer Loyalty

ShepHyken

Customer loyalty… This is what companies strive for, to create loyal customers. Some companies have earned a reputation that keeps bringing their customers back, again and again. How do they do it?

Four Ways to Increase Meaningful Interactions with Your Customers

CSM Magazine

Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors.

Seven Key Strategic Questions Critical to CX That You Must Answer

Beyond Philosophy

I went to Bahrain for the first time recently. I was a keynote speaker there for a Customer Experience conference. I was fascinated by the country. There is a lot of Customer Experience activity happening there. Rami Sweis, the CEO of GolfCX invited me to speak at the conference.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

How Listening to Customer Impacts Your Bottom Line

Callminer

We recently published The CallMiner Index: Consumer Switching By Sector, The Reasons and The Impact of Call Centers and are hosting a webinar on November 13th to discuss the numerous findings.

Amazing Service Begins With Engaged Leaders

Call Center Weekly

By Sean Hawkins Providing excellent service to customers is not as hard as we make it seem. However, it takes commitment, diligence and lots of effort to do it well. In simplest form, excellent service is the result of treating customers with courtesy and respect.

5 Things You Never Knew About Building Rapport with Customers

Myra Golden Media

Want to set yourself up for success each time you interact with a customer? In my newest training course for LinkedIn Learning, I help customer service reps establish a genuine, human connection.

Let Your Customers Tell Your Story

ShepHyken

In the past, I’ve written and talked about “ Telling Your Story.” The idea is that you look to create the “legendary” type of stories that come from your employees and set the bar for the customer experience you want to deliver.

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

The Most Unlikely Source Is Blocking Contact Center Transformation

Call Center Coach

Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations.

How to Make Your Customer Experience Convenient

Beyond Philosophy

Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Today, we are going to discuss some areas you can look at to do just that. I didn’t like shopping for years.

190 Billion Reasons Why You Should Find the Root Causes of Complaints

Callminer

I was fascinated by a story about the cost of complaints based on a study by the Institute of Customer Service.

Securing Network Access for Call Center Staff

Call Center Weekly

The importance of getting access management right cannot be overstated. You need to make sure that anybody accessing your systems – and the data within - is exactly who they say they are.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Contact Center Cost Models Help Quantify ROI

Contact Center Pipeline

Centers all bear the same types of costs to conduct their operations, whether they’re attributed to the contact center budget or to that of IT or other parts of the organization.

Amazing Business Radio – Christa Heibel

ShepHyken

Creating A Customer Experience Initiative. Owning Your Customer Service Initiative From the Top Down.

Behind the Scenes with Our Customer Service eLearning

Myra Golden Media

This week has been dedicated to customized customer service eLearning for some of my favorite clients. Well, all of my clients are my “favorite.” ” People often ask me how we put together our tailored online training for clients. So, I decided to take you behind the scenes.

From Axes to Handbags: Why Customer Like Conspicuous Consumption

Beyond Philosophy

I just bought a new Mont Blanc pen. I like writing with it. I have a couple more, too; one is a pencil, and the other is a rollerball-type. However, the reality is, I sometimes look at my fancy pen and think, “It’s writing; I could write this stuff with a Bic or a regular pencil.”.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

Stop Avoidable Customer Churn With Great Agent Behavior

Callminer

If you see a business contact for the first time in months and they appear not to be interested in what you have to say, your desire to meet them again is likely to be low.

Are You Breaking Enough Rules?

Call Center Weekly

I'm reading First, Break All The Rules: What the World's Greatest Managers Do Differently , by Don Clifton. It's so, so good! There are some really crucial lessons but the one that is on my mind the most right now is - great managers do NOT follow the golden rule.

B2B 212

How AI Will Change the Nature of Contact Center Work

Contact Center Pipeline

There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster, more consistent around-the-clock service and deliver higher customer satisfaction.

How to Reduce Friction

ShepHyken

As most of you (hopefully know), my latest book, The Convenience Revolution , is all about making the customer experience as frictionless as possible.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

2 Innovative Technologies Guaranteed to Reduce Your Truck Rolls

TechSee

The Truck Roll Challenge. Truck Rolls – or the need to dispatch a technician to a customer’s location for service – represent one of the largest costs in customer service operations, across a wide range of industries.

How Customers Make Rules for Themselves

Beyond Philosophy

I have a rule with large purchases; I always sleep on it. I do it to ensure I want to make the purchase and not merely susceptible to a sales technique. Plus, it’s a significant expenditure, and I don’t want to make a mistake. This rule works well for me.

6 Most Popular Customer Experience Metrics and KPIs Explained Simply

Lumoa