March, 2019

Choosing Call Center Locations: Quality Over Cost the Deciding Factor New Report Says

Transparent BPO

The call center industry continues to expand globally as companies seek to balance labor availability, labor costs, geopolitical stability, and business climate says the Site Selection Group (SSG) in its latest location trend report, which identified regions showing the highest rates of growth.

Is Happiness at Work Necessary to Give Good Customer Support?

Nicereply

“While things like beach vacations can give us pleasure, things like meaningful work can give us purpose.” ” We spend a lot of time at work. Specifically, the average person spends 90,000 hours at work over the course of their lifetime. Let’s put that into perspective.

Top 10 Chatbot Fails and How to Avoid Them

Comm100

Hey Siri, Alexa, and OK Google have all become common commands in the emerging age of intelligent assistants. In less than fiv years, asking a chatbot to tell you the weather forecast or buy your groceries has transformed from something nobody thought possible to an everyday occurrence.

Reaching New Levels with Gamification

InGenius

Gamification helps organizations achieve their goals and reach new levels of success. It isn't a new concept. For years now, app developers have been turning to gamification to incentivize their users to stay active and teachers have been giving gold stars to their students for good behavior.

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.

All About the Feels? Why Emotion Plays a Critical Role in CX Success

Call Center Weekly

By Cohan Daley “Feel the feels”, “all about the feels”. Whether you love it or hate it, this phrase highlights a key point about digital communication.

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Chatbots in the Contact Center, Part 2: Internal Use and Adoption

Contact Center Pipeline

Consumers are increasingly turning to virtual assistants to save time and effort in their personal lives.

Contact Centers Stream Past Virtual Agents to Virtual Presence

Call Center Coach

For many contact centers taking the leap to implement virtual agents to handle the simple and repetitive tasks is somewhat an easy decision to make. With improving the customer experience an imperative, alongside of controlling costs, the barriers of resistance become small.

3 De-escalation Techniques Gayle King Used In the Emotional R. Kelly Interview

Myra Golden Media

The first thing I read on my iPhone this morning was the interestingly trending Gayle King interview with R&B singer R. Kelly. In the interview, the singer cries, rants at the camera, beats his chest, and stands, towering over Gayle King with warlike body language.

How To Create Innovative Service

Beyond Philosophy

One thing many positive Customer Experience stories people tell have in common is they involve a moment that surprised and delighted customers.

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.

A Tale of Two (Well, Three) Customer Experiences: The Good, the Bad, and the Ugly

Call Center Weekly

By Erica Marois Two years ago, after an 18-month stint as Connecticut residents, my husband and I boxed up our belongings and made the journey back down south, landing in Richmond, VA. Unlike our move to Connecticut, we hit the road with significantly fewer belongings.

Amazing Business Radio: Natalie Petouhoff

ShepHyken

From AI to “HIMI” Human-Inspired Machine Intelligence. Shep Hyken interviews Dr. Natalie Petouhoff. They discuss AI in business—what works and what doesn’t work, how it can help companies and employees succeed, and how we can best utilize it.

Chatbots in the Contact Center, Part 1: Common Applications and Misconceptions

Contact Center Pipeline

With consumers increasingly expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and repetitive customer service tasks.

Expert Roundup: What Does Great Customer Service Mean to You?

ProProfs Blog

Whenever organizations ask, “what does great customer service mean to you?”, I end up saying “it depends!”. And, it is true. What could be a great aspect for me can turn out to be an average aspect for others during their customer journey.

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.

10 Takeaways Your Employees Get From My Telephone Skills Online Training

Myra Golden Media

Maya Angelou once said, “People will forget what you said. They will forget what you did. But, people will never forget how you made them feel.” ” That point right there – people will never forget how you made them feel – is why we created this course.

3 Tools to Measure Authentic Customer Emotions in Real-Time

Beyond Philosophy

I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. Those that do often don’t think about how they will use the information they measure. The classic phrase, “If you can’t measure it, you can’t manage it” applies.

New KPI Metrics in the Era of Self Service

TechSee

Once upon a time, measuring customer service success was straightforward. Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. No longer.

Look Past the Obvious for a Better Solution

ShepHyken

Winter travel can be stressful with the concern of weather-related delays and cancellations. On a recent trip that had a connecting flight, I was notified the night before that my first flight was going to be delayed, which made me worry about missing my connection.

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.

Chatbots in the Contact Center, Part 3: Overcoming Customer Reluctance

Contact Center Pipeline

Customers want easy access to information—and they want it quick. They also have little patience for self-service options that can’t understand their needs or provide accurate answers to their questions.

CX Specialist Ben Motteram Divulges Upcoming Trends in Customer Support

ProProfs Blog

The promise of a delightful customer support experience comes with the responsibility of actually delivering it consistently. Just buying and installing the latest customer support software onboard does not automatically mean that you will provide a great experience to your customers.

The First Step to De-escalating Is to Recognize The Customer’s Emotional Reaction

Myra Golden Media

Let me ask you something. If you’re pissed off at your partner, and you’re yelling, maybe even cursing, and in response they say… nothing. How do you react? Do you calm down? Or does their silence make you more intense? I talk more. Louder. My attitude gets fierce.

The Four Things You Must Do to Keep Customers Talking about Your CX

Beyond Philosophy

Today, people appreciate good Customer Experience, but not enough to talk about it a lot. What gets them talking to people about your brand is having a unique Customer Experience with moments of Innovative Service, or an Innovative Customer Experience.

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!

Net Promoter Score: The Complete Guide

TechSee

The Contact Center KPIs that Matter Most – TechSee Data Sheet Collection Part 1. In the first of our new series of in-depth data sheets, you’ll discover the huge impact that Visual Support has on NPS, according to some of TechSee’s biggest clients.

Amaze It Forward

ShepHyken

You’ve heard of the concept of Pay It Forward. Many people use the phrase to describe doing a good deed for someone with no other expectation than that person doing something nice for someone else and so on, creating a chain of good deeds. Don’t pay it back. Pay it forward.

Seamless Self-Service Starts in the Contact Center

Contact Center Pipeline

Customer Experience (CX) as a term may have many definitions, but it is generally accepted that it is all about creating personalized, seamless, low-effort customer interactions. By its very nature, CX takes a holistic view.

Tête-à-Tête with Annette Franz, The Customer Experience Veteran

ProProfs Blog

Customer support has become the topmost goal for any business. No company can afford to ignore the growing significance of customer support in times of today. Your competitors go from post to pillar to get hold of your customers.

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.

The Personality Of Customer Experience

CX Accelerator

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful.

Why You Must Address Customer Irrationality Before It’s Too Late

Beyond Philosophy

At British Telecom (BT), we were buying a CRM system. I was leading the project and we had 15 people around the table to make this choice. It was a significant decision for a lot of money. So, as it was a business decision, you would think we were logical about it. However, we weren’t.

CRM 252

7 practical steps to build a data-driven CX program

Centriam Customer Experience Lab

Recent articles about customer experience (CX) have included statements as grandiose as: “Customer experience is the new brand.”- Forbes. Put customer experience at the heart of your operations.”- McKinsey. Customer experience is the key competitive differentiator.” - Wall Street Journal.