January, 2019

Ben Motteram on How to Measure Customer Experience: Advice from the Front Lines

Avoxi

With a wide array of client engagements and an extensive background in telecom and IT industries, Customer Experience Expert Ben Motteram excels at measuring the customer experience. He also understands the risks and rewards communications providers face as they attempt to align resources with customer needs. Learn from the @CXpert’s customer undertakings and wisdom. Q1:… The post Ben Motteram on How to Measure Customer Experience: Advice from the Front Lines appeared first on AVOXI. Othe

How to Make Contact Center Schedules Compliant

Contact Center Pipeline

How Chat Analytics Differs from Voice Analytics

Customer Service Life

This article originally appeared on the OpusResearch blog on November 16, 2018. Click here to read the original. Today’s contact centers are overflowing with insights about how to deliver a better customer experience.

The Fastest Way to De-escalate Is To Use Your Customer’s Last 3 Words

Myra Golden Media

When you have an enraged customer on the phone or in front of you, nothing threads the needle like mirroring the customer’s words. Copying the customer’s angry expressions makes the customer feel heard and understood.

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.

Declaring Victory in the War on Contact Center Agent Performance

Call Center Coach

Some wars seem to rage on forever. Whether you’re fighting the battle to stop eating that dessert you love that’s bad for you, or you continuously battle a war with contact center agent performance, it’s time for you to enjoy the sweet taste of victory.

More Trending

Is CX Dying? 7 Ways to Save Customer Experience at Your Organization

Beyond Philosophy

I am concerned. I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening.

How to Prepare for 5 Customer Service Trends in 2019

Contact Center Pipeline

As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how customer service representatives are utilized, trained and even compensated.

Client Success Video:  Pac-Biz

Convoso

Pacific Business Services (Pac Biz), a call center based in the Philippines, gives businesses in several countries around the world an efficient, professional option for outsourcing call services.

You Get What You Tolerate (From Employees)

Myra Golden Media

You get the behavior you tolerate. So, if your employees aren’t friendly, helpful, and showing empathy, you have to ask yourself, Have I been tolerating poor performance? Are you having conversations with your people about unacceptable performance? Are you coaching and holding employees accountable?

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.

Contact Center Technology Finally Enables You to Be Customer Centric

Call Center Coach

Do you remember that joyous feeling when the thing preventing you from having an easier life was removed? Can you remember what it feels like when the elephant that was sitting on your chest finally gets up?

No Toilet Paper – Is Customer Service Getting Worse?

ShepHyken

Some people claim that customer service is getting worse. I disagree. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies who teach us what good customer service should be.

4 Vital Concepts of Behavioral Economics Every CX Manager Should Know

Beyond Philosophy

Your customers are people and people’s behavior is complicated, especially as customers. Many psychological theories exist to help explain why people do what they do, and when those theories apply to how people behave as customers, they are called Behavioral Economics.

How to Be a Supervisor in the Modern Contact Center

Contact Center Pipeline

Company cultures and leadership styles tend to shift over the years as they adapt to the behaviors and expectations of the dominant generation in the workforce.

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.

How to solve customer billing and payment problems with visual engagement

TechSee

Billing and payment issues represent a top driver of inquiries to customer service centers. Some issues repeat themselves over and over and are simpler to resolve, such as customer profile changes or subscription cancellations.

Eliminate Your Fears And Doubts About Coaching Problem Employees

Myra Golden Media

One of the things I’m working on for you in 2019 is giving you tools to help you coach your employees and hold them accountable, so they’re positioned to deliver the best possible customer experience. Eliminate Your Fears and Doubts About Coaching.

Contact Center Supervisor Training – Contact Center Fitness Boot Camp

Call Center Coach

Supervisor training with Call Center Coach’s virtual boot camps can take on a variety of developmental areas.

Your Personal Promise to Your Customers

ShepHyken

Not long ago I wrote about Dr. Neil Baum’s Win-Wynn story. A few people went to his website and read his promise to his patients that he appropriately calls “My Personal Promise to You.” The feedback and comments about this promise were excellent, so I thought it was worth sharing with everyone.

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.

Five Ways to Keep Your CX Program Alive and Well in 2019

Beyond Philosophy

Customer Experience is having some growing pains. There are a lot of reasons for it, which I have shared before. However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition.

Absenteeism Is a Pain

Contact Center Pipeline

Absenteeism is a pain, we all know that. According to Benchmark Portal, absenteeism equates to 6.48% of all scheduled hours in a contact center. Everyone is looking for a silver bullet to stop absenteeism.

Computer Vision: The pathway to a personalized CRM experience

TechSee

Samantha is preparing for a party she’s hosting this weekend. She’d like to purchase a standalone freezer so she can cook in advance.

CRM 175

4 Facts That Nobody Told You About Coaching Employees

Myra Golden Media

We coach employees to make them better, and to correct unacceptable performance. In both cases, there are four things you, as a “coach” must do to make coaching bring out behavioral change. The Four Things Coaching Must Be. Immediate – You can’t put off coaching discussions.

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!

Your Query Failed. Now What?

Call Center Weekly

By Diana Aviles Sometimes, you just get stuck. You sit there at your desk trying to come up with every way possible a person can say something with the hope that it will help make some progress on getting your category or query to pass validation.

Guest Blog: Rhyme Your Way to Customer Satisfaction

ShepHyken

This week we feature an article by Dr. Marlene Caroselli shares a rhyme that will help you to communicate with customers and provide customer satisfaction. – Shep Hyken.

How Does Mental Accounting Influence Customer Experience

Beyond Philosophy

Understanding Customers’ Mental Budgets. I won some money at a Casino recently, an unusual outcome for me. It wasn’t a huge amount, but it was a nice windfall. Did I spend it on something practical? Save it? Give it to charity? Not a chance.

Four Key Contact Center Technologies for 2019

Contact Center Pipeline

As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about what’s new and what’s next in contact center technology. My team of consultants identified the top things we see dominating contact center technology discussions.

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.

Step up Customer Assistance with Live Video Support

TechSee

Innovative ways to provide customers with immediate assistance, guidance and support lies at the heart of every customer-centric organization.

APIs 156

Three Preparations You Should Make Before Talking to Your Employee About a Problem

Myra Golden Media

One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience. The way YOU do that is, you go into discussions with your employees with a plan, and with confidence.

How to Add ProProfs Live Chat to WordPress Website

ProProfs Blog

Live Chat is often misconstrued as a tool only used by premium websites owned by large enterprises. Most of you may think that it isn’t easy to set up a 24*7 live support system. Right? Well, that’s not true in all the cases.