February, 2023

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Manual QA in a conversation intelligence program

Callminer

In recent years, QA has evolved with the increased sophistication of conversation intelligence technology. Read this blog to learn how CallMiner supports every type of quality management journey.

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What is Voice of the Customer? [+ how to get data analysis]?

Lumoa

With all relationships, taking the time to listen is crucial to its success. Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. But listening isn’t always that easy. Customers don’t always take the time to express their feelings.

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The Battle For Customer Attention: How To Come Out On Top

Beyond Philosophy

Time is our most valuable resource. It’s a resource that you aren’t able to get any more of, no matter what you do, and you are losing more of it every second. When you look at it like that, asking people for their time a much bigger deal that you might have considered at first. Therefore, when you are spending it with them, you should make the most of it.

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Is It (Past) Time to Review Your Contact Center BCDR Plan?

LiveVox

Developing and maintaining a comprehensive business continuity and disaster recovery (BCDR) plan is a demanding and resource-intensive activity. It’s easy to see why so many businesses adopt a “set it and forget it” approach to disaster recovery. But if the last time you reviewed your plan was before the COVID-19 pandemic, you likely have considerable […] The post Is It (Past) Time to Review Your Contact Center BCDR Plan?

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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6 Ways to Make Your Customers Happy Over the Phone

Nicereply

People who are unhappy or who need help want a solution as quickly as possible, and a phone call is typically the way to make that happen. Most customer service communication happens over the phone. It’s both more immediate and more personal than email exchanges, and results typically come faster. Many of these phone calls aren’t particularly pleasant to start out with.

More Trending

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What Company Do You Admire Most??

ShepHyken

Do you remember being asked, “What do you want to be when you grow up?” When you’re a child, the typical answers are aspirational, such as being a doctor, a fireman, a superhero, an athlete, and more. I have a grown-up version of this question. It’s not about what you want to be. It’s not even about you. It s about your company. You may be grown up, but your company should always be developing and evolving, so the question is now about your company’s aspirations.

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Why Customers Must Be Allowed to Speak to Your Company

Contact Center Pipeline

One of the best, most insightful articles on customer service I’ve read in some time – one that pinpoints the inherent conflict or dialectic between investing in excellent customer service and keeping costs low and prices attractive to customers – appeared in Vox.

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A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic.

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Maximize Your Investment in Upskilling Agents

TechSee

Today’s customer service personnel are being asked to deliver higher quality service across more products, more complex products, and at more significant volumes than ever before. In response, many leaders in the industry are investing in increasing the skill levels of their contact center agents, often referred to as upskilling. Most service organizations have found that visual support is a force multiplier when upskilling agents, helping them maintain their average handle time (AHT) and first

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The New GTM Playbook: 18 Ways to Future-Proof Your Sales Team

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

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CX4Now: What Influencers Say About Self-Service in the Contact Center

Fonolo

Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. You may have already interacted with self-service tools as a customer. Chatbots, FAQs, and assistive AI all fall under this umbrella — with that said, it’s not enough to implement these resources.

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Outsource Consultants Ranks on Inc. Magazine’s List of the Midwest Region’s Fastest-Growing Private Companies

Outsource Consultants

SAINT LOUIS PARK, MN, February 28, 2023 – Outsource Consultants is excited to announce that we are a 2023 Inc. Regionals Midwest honoree. Inc. magazine today revealed that Outsource Consultants is ranked on its third annual Inc. 5000 Regionals: Midwest list, the most prestigious ranking of the fastest-growing Midwest private companies, based in Iowa, Illinois, Indiana, Kansas, Michigan, Minnesota, Missouri, North Dakota, Nebraska, Ohio, South Dakota, and Wisconsin.

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Eliminate the Trust Gap: Six Ways to Create Trust with Your Customers and Employees

ShepHyken

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? (This is opinion.) Do your customers trust you? (This is fact.) The difference between the two questions is the trust gap. If you think your customers trust you, that’s a 100% score.

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Continuity Starts with the Carrier

Contact Center Pipeline

When it comes to contact center business continuity and disaster recovery (BC/DR), and cloud migratory challenges, one voice has been notably absent from the conversation: the telecom carrier. IT leaders typically view carriers as merely a means to obtain voice, emergency, and messaging services, rather than the strategic launching point for your contact center.

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The Innovator’s Guide to the Digital-first Contact Center

In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.

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Future of Work Expo Recap - Review and Pix

Jon Arnold

Last week was my fifth go-round as Chair of the Future of Work Expo in Ft. Lauderdale, and given my travel schedule, this is the first chance I’ve had to get this recap done. As good as the 2022 edition was, this was even better, and am expecting nothing less for 2024. Speakers are already asking about coming back, and am keen to start mapping out the program.

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How to Reduce Costs in Your Contact Center

Avoxi

How to Reduce Costs in Your Contact Center Rising costs and an economic downturn…It’s a recipe that’s forcing businesses to look at doing more with less. With rising inflation and reducing non-essential spending, IT leaders are being tasked with creating cost-saving strategies across their operations while continuing to grow their contact center scope in the… The post How to Reduce Costs in Your Contact Center appeared first on AVOXI.

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What is SIP Trunking: Your Questions Answered

Fonolo

The on-going contact center conversion to SIP trunking technology has been an industry success story. Why? For starters, using SIP technology to enable voice and video calls, messaging, and data transmission saves money: up to 50% more, according to Gartner analysts. And SIP trunking is super-flexible; it makes it easy for contact centers to add advanced features like speech analytics, Web Call-Backs (formerly Visual IVR), and conversation scheduling from third-party vendors.

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Impact Sourcing Requires Impact Performance

CustomerServ

What is impact sourcing, and why is it relevant? Impact Sourcing is a socially conscious business practice where companies are intentional about hiring individuals living in areas with persistently high unemployment and limited career opportunities. In many developing countries, job seekers significantly outnumber formal job opportunities. Therefore, socially oriented outsourcing strategies aim to make a positive economic impact on disadvantaged and marginalized sectors of the population, in add

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AI in Contact Centers: Navigating the Future of CCaaS with AI that Matters

Experience the transformative power of AI in customer service! Discover how AI-driven contact centers revolutionize interactions, streamline operations, and deliver hyper-personalized experiences. We will explore three different ways that AI can optimize the operations of a contact center: The Role of Conversational AI in Self-Service Supporting Contact Center Agents with Agent Assist AI Empowering Contact Center Supervisors with Performance AI We will also look to the future of AI in the contac

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Seven Ways to Show Your Employees Some Love on Valentine’s Day

ShepHyken

If you show your employees a little love this Valentine’s Day, they will reciprocate with a little love for you, your company, and your customers. Earlier this year, I shared a business prediction for 2023: Companies will focus as much – maybe more – on their employees as they do on customers. If you’ve been following my work, this isn’t anything new.

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Work From Home vs. Hybrid?

Contact Center Pipeline

The pandemic period has proven something really important for contact centers, and that is that Work From Home on scale is a huge win. Separate from the impact that the health emergency itself had on overall service levels and customer experience, all in all the outcome of WFH for contact centers has been extremely positive.

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How to Get Started with Customer Experience Research Now

PeopleMetrics

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. However, they did this several months ago and suddenly customer retention is starting to dip down again. What happened? Chances are that the change in customer needs wasn’t actually sudden but a gradual shift.

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Three ways to build better rapport with customers

Toister Performance Solutions

You've seen the half-hearted attempts at rapport. Employees say "welcome" with the enthusiasm of gray paint. They use your name like they're working through a checklist. (They are.) It feels so transactional. Rapport is essential to customer service. But here's the kicker—it has to be authentic. Asking a customer, "How's your day going so far?" with the sincerity of a robot can hurt the rapport you're trying to build.

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How to Create Unique Customer Journeys to Optimize Business Outcomes

Speaker: Shawn Phillips, CCXP, Head of Growth and Innovation

A one-size-fits-all approach is a great approach – if it’s 2010. With the growth of AI, customers expect – and often demand – a customer journey based on their unique needs and history with your brand. Advanced platforms enable you to move beyond simple personalization or mass customization to create truly unique customer journeys that optimize outcomes for both your customers and your brand.

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Our Top 6 Picks for Call Center Automation Software

Fonolo

Call centers have always relied on different forms of automation to provide swift service to their clientele. And in today’s market, there’s no shortage of solutions to choose from. As technology gets smarter and more intuitive, so does the contact center that benefits from it. But how do you know which solutions are best for your operation? To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation.

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Why empathy statements fail: Guidelines for agents

Tethr

Discover why empathy statements can actually harm your customer service efforts. Learn more about 3 guiding principles to improve your agent performance here.

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Amazing Business Radio: Scot Pickerill

ShepHyken

Top Takeaways: Continuous improvement means identifying friction points and reaching out to every department involved in the process to develop a plan to correct the issue and keep it from happening in the future. Look at the entire customer journey to determine the possible friction points and proactively make it better behind the scenes to create a seamless customer experience.

Feedback 309
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How to Create a Voice of Customer Template for Your Business

Lumoa

It’s important for your business to understand your customers. You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. You probably know this. But where do you start? One of the best analysis techniques available is the voice of customer (VoC) template.

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Is Training the Right Solution?

Speaker: Tim Buteyn

Let's set the scene: you’ve identified a critical performance gap in your organization and need to close that gap. A colleague suggests training, but you suspect there’s something going on that training can’t address. How can you determine if training is the right solution before you commit your budget and resources to a new training program? In this webinar, you will learn how to determine if training is the right solution using the Behavior Engineering Model.

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A More Personal Personalized CX

Creative Virtual

By Mandy Reed, Global Head of Marketing The start of a new year always comes with a slew of business predictions from experts, and 2023 has certainly been no different. I think we have learned to take these predictions with a grain of salt, considering them as we plan for the future but not necessarily fully embracing all of them. This is particularly true after the upheaval and uncertainty the world has experienced over the past few years.

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Friendliness is more important than speed for fast food chains

Toister Performance Solutions

Imagine you had to improve customer satisfaction. You are given limited time and a small budget. (Okay, you probably don't have to imagine those limitations.) What would you focus on to get the best results? Increasing service speed Reducing service errors Improving employee friendliness According to data from Intouch Insight , the answer is number three, friendliness.

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The Manager’s Guide to Call Center Service Levels

Fonolo

In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. Its origins go back over five decades, to the earliest days of call centers. What is the Purpose of Service Levels? Call center service levels are, broadly speaking, a commitment to a particular average speed of answer, or ASA.