April, 2019

Call Center Quality Assurance [21 Best Practices and Tips]

CrazyCall

Close your eyes, lightly fall asleep and recall this exact dream…. You are a business owner. Your business relies on calling, maybe you have a call center, do you? Your agents provide excellent customer service, thus your customers are happy to be your customers. Nice, right? Let me tell you.

Bots and Babel Fish

CX Accelerator

In 2007, I moved to the United Kingdom. This amazing life adventure opened my eyes to cultures, languages, and opportunities I had never experienced in America. Upon arrival, it was clear my American English was not going to cut it in the UK.

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Regulation Guidelines for Your Financial Services Contact Center

VHT

The financial industry is unique for many reasons. Among the primary differentiators is the substantial amount of regulations that have been put in place to protect consumers seeking financial services. One of the fundamental responsibilities of any financial services provider is to avoid potentially risky activities and to ensure that there is regulatory compliance at every level, including the customer-facing contact center.

The Power of a Smile

ShepHyken

“Smile and the world smiles with you.” That is part of a longer quote attributed to Stanley Gordon West. It became the topic of conversation while on a New York subway with my daughter, Alex, when I noticed her smile at someone who, in turn, smiled back.

Branding and CX: The Surprising Way They Work Together to Form Customer Loyalty

Beyond Philosophy

Brands are everywhere. Everybody feels like they understand what brands are. However, when we ask the fundamental questions of “What is a brand?” and “What does that mean?”, there’s a surprising amount of variation in opinion. Branding is a critical topic in Customer Experience.

Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?

Callminer

More Trending

3 Ways to Serve a Customer Even When We’re Not at Our Best

Steve DiGioia

As I lay in bed, coughing and sneezing from a cold, dreading even going to the kitchen for a glass of water because of aches and pains from my unseen tormentor, I’m comforted knowing, “boy, I’m sure glad I didn’t have to go to work today”. But what if I did?

Computer Vision AI: The Secret Ingredient for Contact Centers

TechSee

Today’s contact centers face a daunting challenge. The explosion in connected devices and the prevalence of online shopping mean that millions of products are now shipped daily, With online commerce projected to pass the $3 trillion mark in 2019.

Leadership Sets the Tone of the Culture

ShepHyken

One of our Shepard Letter subscribers, who asked to remain anonymous, recently shared a story worth telling. To protect him from the backlash he’s concerned about, we’ll change his name to “protect the innocent,” as the saying goes, just in case someone from his company reads this.

Why Too Many Choices Can Be Killing Your Bottom Line

Beyond Philosophy

If you give people the option to shop somewhere that only had a few choices or another venue with a wide selection, people almost always go for the larger selection. However, sorting through options can feel overwhelming. Too many choices in your Customer Experience are a terrible thing.

What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices

Callminer

PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). PCI DSS is a set of strict regulations created to protect private financial information and prevent credit card fraud. To thwart would be fraudulent activity, credit card numbers (both the card number itself and the CV2 security number) must be hidden and protected by any entity which takes and stores the numbers in any way.

It’s Time to Rethink Your Approach to Supporting Customer Service Agents

Contact Center Pipeline

Building powerful and engaging customer experiences through the contact center requires several important ingredients—just-in-time and in-context analytics, artificial intelligence for self-service and after-contact work, seamless omnichannel options for customers, and fair, accurate scheduling.

Listen to Your Heart (or your calls)

Call Center Weekly

By Diana Aviles I’ve chatted with speech analysts from all walks of life. They speak many languages and are versed in different speech analytics solutions.

Five strategies to improve customer experience in telecoms

TechSee

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs.

The Difference Between “Surprise and Delight” and Just “Delight”

ShepHyken

Surprise and delight is a great customer service concept. Or is it? The concept behind surprise and delight is to surprise the customer with a level of experience that they weren’t expecting. Obviously, it should be a positive experience.

Creating Actionable Insights from Irrational Humans

Beyond Philosophy

Whenever I talk about Customer Experience with audiences, I begin by explaining that customers do not buy things rationally. Customers buy things emotionally and then justify the purchase with logic. Irrationality and data don’t mix.

Is It Time for Your Contact Center Check Up?

Taylor Reach Group

By Colin Taylor. Clients frequently ask me what is the single most important activity they should undertake to ensure that their center is operating and performing at an optimal level.

Automate Those Manual Processes

Contact Center Pipeline

Way too many centers have way too many manual process steps, negatively impacting the customer experience and the cost of doing business. Long handle times are the most obvious impact, but it also hinders agent training time, first-contact resolution (FCR), handoffs and consultations.

What Customers Want and Expect from your Call Center

Fonolo

Certain commentators in the customer service space have been predicting the death of the call center. While it’s true that channel preferences are shifting, it would be incorrect to conclude that the voice channel will be buying the farm anytime soon.

What Is a Good Customer Effort Score and How Can You Earn One? The Complete Guide

TechSee

How can a company achieve a good Customer Effort Score? Well, let’s look at things from the consumer’s perspective. Kevin and Beth are planning their honeymoon to Hawaii and need to choose a travel insurance provider.

Guest Blog: The Rise of Chatbots in Customer Experience

ShepHyken

This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. Chatbots are more than just automated FAQ answer generators.

What Customer Emotions Drive the Most Value

Beyond Philosophy

What Customer Emotions Drive the Most Value. 15 years ago, in Munich, I was asked a question I couldn’t answer when presenting to an insurance company. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience.

Introducing Unforgettable: a CX Video Series from Oracle Customer Experience

ijgolding

If you have ever met me; or heard me speak; or read something I have written; you will know that I am a HUGE advocate of the principle of knowledge transfer.

Voice of the Customer Survey: We Need Your Insights

Contact Center Pipeline

We need your help to better understand existing processes for gathering, processing and analyzing information about the customer experience. Give us your thoughts in this short Voice of the Customer survey. Results will appear in a future issue of Contact Center Pipeline.

Calling all Call Centers: Confessions of a Tech Support Agent

Fonolo

It’s our turn. If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces.

AI Predictive Maintenance and Proactive Customer Assistance

TechSee

A study by The Wall Street Journal and Emerson reported that unplanned downtime – 42% of which is a result of equipment failure – costs manufacturers an estimated $50 billion per year. The costs associated with downtime continue even after production has resumed.

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Guest Blog: How to Get the Most from Seasonal Customer Service Employees

ShepHyken

This week we feature an article by Joel Gottesman who shares tips to ensure that seasonal employees provide an excellent customer experience. This past season, retailers hired more than 575,000 seasonal employees to help manage the holiday rush.

Are You Ready for Facial Recognition Technology in Your CX?

Beyond Philosophy

Brands have already begun using facial recognition technology in their Customer Experience. Walmart and KFC use facial recognition technology. Passengers on Delta check in for flights in the Atlanta airport using facial recognition. Even my phone password is my face.

Women Leadership & Customer Experience

Call Center Weekly

By Stacy Sherman (MBA, CX Certified) ? This article originally appeared on Doing CX Right There’s an increasing amount of conversations about Women and Leadership, and I love it!

How AI is Reducing Handle Time and Improving the Customer Experience in 2019

Contact Center Pipeline

It’s a well-known fact that customers hate to wait. In a recent survey on consumer attitudes, researchers discovered that 35% of the respondents stopped doing business with some of their favorite brands after just one episode of waiting too long for a customer service agent to resolve their issue.

5 Customer Service Stories that Will Shock You (In a Good Way)

Fonolo

It’s not often that you get to hear exceptional and positive customer service accounts, so today we bring you five that will shock you – but in the best of ways. With each one of these encounters, one can see how brands can foster and forge loyalty with their customers.

Call Center Culture of Excellence – How to Build it

TechSee

Many of us have worked in contact centers. It’s never been a particularly glamorous or well-paid job. And there’s now a serious talent shortage. Employers around the globe are facing the most severe recruitment crisis in 12 years, according to the latest Talent Shortage Survey , with 40% of companies surveyed reporting difficulties filling roles.

Amazing Business Radio: Mike Grande

ShepHyken

Music and the Customer Experience. Growing Your Business One Customer at a Time. Shep Hyken interviews Mike Grande, the founder and CEO of Rock Out Loud and The Staten Island School of Rock. They discuss Mike’s successful philosophies of providing an outstanding experience to his customers.

Is Facial Recognition Creepy or Is It Just the Future?

Beyond Philosophy

Is Facial Recognition Creepy or Is It Just the Future? Technology can analyze people’s facial expressions and determine what emotion they feel. It’s called Facial Expression Analysis and it uses Facial Recognition technology.