June, 2018

Why We Compromise. Are Your Customers Expected To?

Beyond Philosophy

When I need work done at the house, I always get three quotes. I never go with the highest or the lowest, but instead, I choose the one in the middle. This shortcut, called Extremeness Aversion, helps me make an important decision—and it helps your customers make buying decisions, too.

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This One Tip Will Instantly Make You Sound Friendlier On the Phone With Customers

Myra Golden Media

One of the easiest ways to make your conversations with customers more conversational, and friendly, is to speak in complete sentences. It is so familiar to hear interactions like this: Last name? First name? Zip code? It’s undoubtedly efficient to ask customers questions in this manner.

Insights from the SWPP Workforce Management Professional of the Year Award Nominees

Contact Center Pipeline

The 2018 SWPP Annual Conference in Nashville kicked off on Sunday, June 3rd. I love the all-WFM-all-the-time format of this conference. Every break, every lunch, and every session is devoted to forecasting, scheduling, real-time adherence, staffing models, power-of-one, net staff, Erlang… and this goes on for three days. I can’t wait to get out on […]. Workforce Management call center contact center WFM workforce management

CX Heroes: Amazing Customer Service Stories Worth Sharing

Call Center Coach

Jim Rembach : Hey this is Jim the Fast leader Show and Call Center Coach, and I ‘m here at Contact Center Expo with Bruce Eidsvik, a Senior VP of marketing for Genesys. He used to be on the sales side of the business but is now is on the marketing side. He says he came from the dark side. But Bruce you guys are reincarnating something that you introduced this month in a morning keynote. Tell us a little about that. Bruce Eidsvik : Yeah, so I announce the CX Heroes initiative.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

See You At Customer Contact Week For Discussions, Demos, and Copper Mules

Callminer

Insight-Driven Marketing – The Intention/Reality Gap

Peter Lavers

In my role as a SAS collaborator and recognised influencer , I was recently sent the white paper “ Darkness of Digital Shadows ” and supporting infographic. It talks about how analytics can be hampered by trying to interpret the shadows rather than the substance of the customer experience.

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Free Call Control Online Training

Myra Golden Media

Studies show the average business call lasts 2 minutes longer than it needs to. Customer service employees struggle with call control for a variety of reasons, including they don’t want to be rude to the customer, they aren’t sure how to move to closure or because the customer is rambling or angry.

How to Get the Best Results from Your RFP

Contact Center Pipeline

Request for Proposal. Frontline users and vendors alike let out a collective groan at the prospect of a long, cumbersome and painful process. Vendors may opt out of participation or put forth a half-hearted effort. Frontline users increasingly find end-arounds and engage directly with vendors for discussions and demonstrations. There must be better way […]. Technology call center contact center request for proposal RFP technology procurement

Contact Center Future Shock: Channels May Become Part of Our Past

Call Center Coach

While meeting with Brad Cleveland at the Contact Center Expo in Orlando we explored a bit of the future of what’s to come in contact centers. For some, what we explored in the realm of channels is going to be somewhat of a shock. But for us to be customer-centric and relationship focused, continuing to manage in a channel-centric manner has to finally be declared as a company-centric approach.

See You At Contact Center Week For Discussions, Demos, and Copper Mules

Callminer

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

Webinar: Digital transformation in the Retail Sector

Peter Lavers

Join Peter Lavers on June 7th for a webinar interview with the CEOs of Iperceramica and VAR Group to find out how they’ve bucked the retail trend through digital transformation.

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Hidden CX: Why It’s Critical For Your Business

Beyond Philosophy

Businesses are in a rut. Speed, efficiency and convenience are all rational factors companies focus on when they think about customer experience. But good experience isn’t that simple. It involves more than you think.

Three Proactive Things You Can Do to Pre-empt an Escalation with a Customer

Myra Golden Media

Tomorrow morning I’m headed to Phoenix to deliver a workshop at the Salesforce Trailblazers for the Future Conference. I booked an extra night at the Arizona Biltmore just because I wanted some “me time” for relaxation and reading.

Refining the Hiring Process

Contact Center Pipeline

What leader wouldn’t love to fill his or her contact center with highly skilled customer service professionals who will stay for a while and help to grow the business? That might be easier to do if you had unlimited time at your disposal, but in the fast-paced, ever-changing, always-putting-out-fires contact center environment, the need to […]. Recruiting & Hiring behavioral-based job interviews call center chatbots contact center hiring recruiting

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

Contact Centers Obsolete in 3 Years: Artificial Intelligence Wipes Out Industry

Call Center Coach

I met with Justin Robbins at the Contact Center Expo and we shared some observations with each other on what is going on in the industry. Of course, we were unable to avoid discussing what’s going on with Artificial Intelligence in Contact Centers and what affect it is having – and may have on our industry. We started talking about all of the hype, hysteria and clickbait titles that we’ve seen and how outlandish some of them can be.

Five Ways to Disrupt Your Competition with Customer Service

ShepHyken

The concept of disruption is interesting. If you ask most business people to name a company that is known for being a disrupter, you’ll hear answers like Amazon, Uber and Walmart. Walmart disrupted local businesses when they came into a community. Uber disrupted the taxi-cab industry.

The case for Live Chat on your website

Peter Lavers

Welcome to guest blogger Josh Wardini, who makes a compelling case for live chat and introduces a great “101 reasons” infographic.

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Getting Customers To Buy From You Habitually

Beyond Philosophy

We all have habits. Some of them aren’t very good habits, either. But we have them, nonetheless. Many of them form without our awareness. We have habits as customers, too, and habits are powerful things, especially for Customer Experiences.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

8 Interview Questions to Help You Hire for Emotional Intelligence In Customer Service Roles

Myra Golden Media

Too many hiring managers focus on candidates’ work history when filling customer service roles. They get excited when they read that the candidate has six-plus years working in customer service.

What to Look for in a Secure Headset

Contact Center Pipeline

Audio solutions are an effective way to enhance mobility in an office communications network, delivering sophisticated capabilities such as adjustable noise cancellation and directional microphones that contribute to a more productive workplace. Trends like collaboration and mobility have become intrinsic to the modern office. However, as with any type of business technology, security is a […]. Technology agent headsets audio technology call center contact center office headsets

Bed Bugs Invading Contact Centers: New Issues in Performance

Call Center Coach

Just when we think managing all of the different customer contact channels, and those customers that can never be satisfied is pesky – we now must add beg bugs to the list of contact center performance issues. While at ICMI’s Contact Center Expo I was walking the Expo Hall and spotted a vendor that caused me to pause. After a quick battery of internal questioning, I falsely assumed that they must be recruiting talent for themselves. But, I needed to know for certain.

Your Brand is Defined by the Sum of All Your Customer Interactions

ShepHyken

What does a good customer experience look like at your company? What does good customer service look like? Ask everyone on your team and listen to the answers. Will they be the same, or different? It will be interesting to see if your team recognizes the difference between experience and service.

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

The Value of Data-Driven Insights for Contact Centers

The Northridge Group

“Thank you for calling. Please listen carefully because our menu has recently changed.” We’ve all heard this greeting, but most callers aren’t aware that it’s not just the menu that has recently changed.

How To Harness Customers Unseen Behavior

Beyond Philosophy

Each of us has a time when we decide and a time when we act. Once we act, we pass the point of no return on our decision. In other words, once we take action on a decision, we are less likely to change our decision—even when we run into challenges. It’s all a matter of mindset.

Everything You Need to Know About Texting with Customers

Myra Golden Media

In this video, taken from my online customer service training suite, I answer the questions I’m asked most often about what’s appropriate for business texting. We’ll look at everything from grammar in text, to emojis, to what to do if you get a prank text. Watch the short video, and use it in your own customer service training. Was This Helpful? I’m asking you because my newsletter offers ideas like this all the time. If you’re not yet subscribed, sign up here.

Top 5 Posts in June

Contact Center Pipeline

June was a busy month for industry events, including the 2018 SWPP Annual Conference. WFM expert Tiffany LaReau of Human Numbers was onsite in Nashville to share news and views from the event in her blog series. If you missed it, be sure to check out the links below for great WFM tips and insights. […]. Featured agent motivation call center contact center hiring omnichannel WFM workforce management

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Inside Perspective from ICMI's 2018 Best Small Contact Center

Toister Performance Solutions

The International Customer Management Institute (ICMI) held its annual Global Contact Center Awards party this past May. Gopher Sport won the 2018 award for Best Small Contact Center. Contact centers with fewer than 75 agents are eligible.)

All Customers Are Created Equal – Just Some Are More Equal than Others

ShepHyken

In 1945 George Orwell published the literary classic, Animal Farm , which was required reading in my middle-school English class. I always remembered the line: All animals are created equal, just some animals are more equal than others.

Lumoa raises €650 000 seed funding to take AI-powered customer experience analytics to the new markets

Lumoa

Finnish SaaS company Lumoa , which provides AI-powered customer experience analytics software for medium and large sized companies across the Nordics, has announced €650 000 in funding. The investment was led by Icebreaker.vc, along with serial entrepreneur Ali Omar and Business Finland. Lumoa, headquartered in Helsinki, Finland, offers a simple and intuitive service for analyzing large amounts of customer feedback.

Are You Making The Right Decisions?

Beyond Philosophy

Can you tell me the average length of a rain poncho without Googling or asking Alexa? Don’t worry, few people can. Nonetheless, it is a critical piece of information when you want to buy a rain poncho and need to choose a size.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.