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

We spend a lot of time talking about schedule compliance, but that conversation is usually restricted to how well agents adhere to their own schedules, how to encourage agents to show up on time and stick to their schedules, and how best to reward them when they actually work their assigned schedules. We work hard […].

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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.

A Doctor’s Prescription for Good Customer Service

ShepHyken

Here’s another great story we can learn from. This reminds us that having a good system with good people who understand how to take care of their customers is the backbone of a good service experience. My friend, Dr. Neil Baum, the world-renown urologist, was speaking in Las Vegas at the Wynn resort.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

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.

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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.

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.

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.

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.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

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.

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.

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.

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.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

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.

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.

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.

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 Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

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.

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The Ball Is in Your Court

Contact Center Pipeline

I have had this idiom tossed my way any number of times by my parents, my children, my husband, my bosses and my colleagues. Perhaps you, too, have experienced the notion that “the ball is in your court.” Apparently this expression’s origin can be traced to sports.

A Day in the Life of a Customer Support Hero

Jayaram Bhat

A day in the life of a customer support agent is anything but typical! Find out how different tool sets and internal systems help your agents meet both customer and company needs

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 to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

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?

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.

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.

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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.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.