Sat.Jul 27, 2019 - Fri.Aug 02, 2019

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Call Center Training Best Practices

Avoxi

Call center agent training is one of the most researched topics when it comes to customer experience. However, managers still have huge problems identifying the best call center agent training techniques for their teams. When agents are asked how they would recommend improving their team's performance, better call center training methods are always towards the… The post Call Center Training Best Practices appeared first on AVOXI.

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The Customer-Free Zone

ShepHyken

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Trending Sources

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12 Canned Response Examples to Save Yourself Lots of Time

HelpCrunch

Use these 12 omni-purpose examples of customer support canned responses and see how much time you'll save yourself. The post 12 Canned Response Examples to Save Yourself Lots of Time appeared first on HelpCrunch blog.

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The Critical Skills that All Customer-Facing Teams Must Have

Beyond Philosophy

When I created Beyond Philosophy, I chose the name for a reason. I believe it is crucial to do more than discuss your theories about Customer Experience strategy. Sure, you need to think about it, understand the philosophy behind it as well as the science, but after that, you should go beyond the philosophy and do something. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Continuum Global Services: Launching A New Contact Center Industry Brand

Contact Center Pipeline

As customer interactions continue to become more complex, the contact center industry is increasingly turning to mergers & acquisitions as an effective solution to expand scale, improve access to new technologies and enhance geographic coverage. Contact Center Industry Trends In February 2019, Century City-headquartered investment firm Skyview Capital completed its acquisition of customer care assets […].

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NEW Ways to Supercharge Contact Center FCR and AHT Performance

CX Global Media

I’ve been amazed at some of the new ways to drive agent performance in contact centers. Common KPIs like First Contact Resolution (FCR) and Average Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very dynamic. As Artificial Intelligence continues to pour its way into the contact center industry, I suspect there will be more opportunities for you to supercharge your KPIs.

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The 5 Essential Practices for Your Customer Experience

Beyond Philosophy

Because we have frequent thunderstorms and power outages in my Florida home, I recently decided to buy an uninterruptible power supply for my electronics. I’ve had good experiences with Apple products so I first checked to see if Apple made that sort of thing. They didn’t, so I set about comparing and contrasting the models that were available. I quickly got lost in technical specifications, so I decided that I would choose based on how long the power supply would last.

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What is a Customer Experience Map? How to Create an Effective Customer Experience Map

Callminer

Customer experience mapping is a valuable tool for monitoring and improving the customer experience. Here’s how to create an effective CX map.

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Guest Blog: The Importance of First Impressions in Customer Service

ShepHyken

This week we feature an article by Ujebardha Bekolli who writes about the importance of the first impression. Whether on the phone or in person, it’s important to train your employees the right way to interact with your customers. The importance of first impressions. Customer service is one of the most important parts of doing business. The relationships you create with your customers reflect directly on the success of your business.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Top 5 Posts in July

Contact Center Pipeline

What will you remember about July 2019? Fireworks? Record-breaking heat? Amazon Prime Day? If you found yourself otherwise occupied this month and missed some of the insightful content published on the Pipeline blog, the following is a list of the five most popular posts in July. Topics include: How to develop a customized approach schedule […].

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The Significance of Office Politics on CX—and Your Career

Beyond Philosophy

I used to work in corporate life. I managed to get up to a senior position. When people asked what I did, I used to say, “I play chess.”. I was joking, of course. The truth is I spent my day on company politics. My guess is a lot of you do, too. Surprisingly, there are not training courses on company politics and how to deal with them. In light of this fact, we decided managing company politics would be an excellent subject of conversation for a recent podcast.

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3 Things I Know For Sure Motivate Customer Service Employees

Myra Golden Media

We all go through times when we’re not feeling the whole work thing. The mere thought of work brings on dread, we mop ourselves into the office later and later, and our eyes are rolled to the back of our head more often than not. These are all signs that we’re burned out or morale is very low. If you’re a supervisor or manager and you see signs of work exhaustion in your people, you need to act fast, or you might lose your people to burnout, or another job.

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Amazing Business Radio: Josh Ginsberg

ShepHyken

Crisis Management in the Customer Experience. How to Take Care of Your Customers When Things Go Wrong. Shep Hyken interviews Josh Ginsberg. They discuss crisis management and why brand integrity is important to customers. The Interview with Josh Ginsberg: When a problem or crisis occurs, it’s essential for customers to see the company take action. However, that action must come from a place of authenticity.

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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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Contact Center Pipeline Magazine: Inside Our August 2019 Issue

Contact Center Pipeline

It’s summertime here in Annapolis, Maryland. The pool water is warm and the sun is hot. That means it’s a great time to address your Summer Reading List. I sure hope Contact Center Pipeline is on it!! If not, now is a great time to sign up. We would love to go to the pool […].

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How Computer Vision Applications are Changing the World

TechSee

Computer Vision is the field of Artificial Intelligence that enables computers to understand and analyze the real world. Using Deep Learning models, machines can now accurately identify and classify objects from within digital images and then react to what they “see.” An increased need for automation and a growing demand for vision-guided robotics and other industry-specific systems are driving massive adoption of Computer Vision applications.

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Newest MindTouch Analytics Provide Better Performance Metrics for Knowledge Management Teams

Mindtouch

Over the last year, enhancements to MindTouch analytics functions emerged as a top request from our customers. Beyond the rich data MindTouch already captures around content value, customers wanted to see the why and how behind the health of their knowledge bases. Specifically, who is adding content, when are they adding it, how, and where? To provide better data analytics within the product, we are adding three new Contribution reports to the MindTouch platform: Site Contributions.

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7 Measurable Customer Service KPIs to Evaluate Your Team

HelpCrunch

By applying proper customer service KPIs, you can always be sure you're on the right track. So, which ones are the right? The post 7 Measurable Customer Service KPIs to Evaluate Your Team appeared first on HelpCrunch blog.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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5 Key Technologies for the Future of Digital Customer Service

NICE inContact

We talk a lot about “future-proofing” your business. It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. You’ll need a solution that can easily scale as business grows. Digital customer service is evolving quickly, and this change hopefully comes in tandem with important developments in your business — namely growth.

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Understanding the Different Types of Customer Engagement

Totango

The customer-centered economy has made it easier for customers to switch to a competitor if one company is not fully satisfying them. This has raised customer expectations; now, companies need to provide personalized services to stand out. If you don’t meet these expectations, customers can easily go elsewhere. To thrive in this environment, you must engage customers proactively and regularly.

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Balancing “Swoopers” and “Peckers” in your Customer Service Team

Nicereply

With a happy balance, you’ll have a team that is able to handle high-volume situations, but still have the focus and care to work with individual customers to understand their problems. Everyone had that friend in school that procrastinated while everyone else stressed … and still got straight As every time. The good news is: we aren’t in college anymore, worrying about turning papers in on time.

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What names are you searching for on NameShouts?

NameShouts

How do you pronounce the most searched name on our platform? Not to brag, but we pronounce a lot of names on NameShouts. A looooot of names. And we’re not about to Marie Kondo our database either. Every name sparks joy. Every name is important. But for this quick piece, we want to take a look at a certain group of names that seem to keep coming up. We’re reaching for the stars with our database.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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SYKES and Cigna collaborate to propel Cigna’s integrated service capabilities through innovative, multichannel customer engagement platform

Sykes

TAMPA, FL — August 1, 2019 — Sykes Enterprises, Incorporated (“SYKES” or “the Company”) (NASDAQ: SYKE), a leading provider of customer engagement services and multichannel demand generation, will collaborate with global health service company Cigna to support delivery of service experience for customers, augmented with intelligent agent assistance, robotic process automation (RPA) and intelligent automation (IA) services.

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Poorly Implemented PSD2 Processes Increase Friction

Whitepages Pro

Poorly Implemented PSD2 Processes Increase Friction. September 14, 2019, is fast approaching, the date where the Strong Customer Authentication (SCA) requirements of the Payment Services Directive (PSD2) become legally applicable. One of the technical requirements of SCA involves payment service providers (PSPs) enabling two-factor authorization (2FA) when consumers make online payments or transactions that fall within the EU.

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What You Miss Out on When You Stick to Generic Digital Transformation Best Practices: How to Ditch the Template Approach to Migration in Your Contact Center

SharpenCX

Company IT and operations leaders ranked digital transformation as the number one competitive risk in 2019. New startups and competitors born in the digital age come to market daily. And contact centers feel the mounting pressure of modernizing their customer. Read More. The post What You Miss Out on When You Stick to Generic Digital Transformation Best Practices: How to Ditch the Template Approach to Migration in Your Contact Center appeared first on Sharpen Contact Center Software.

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Crafting an overall Customer Health Score that brings in Predictability

CustomerSuccessBox

Who is this post for? Customer Success Managers (CSM) and Leaders in a B2B SaaS company who are handling medium to high-touch customers. Being a CSM, you might have faced the situation when you receive a call from your customer t o inform you that they will not be renewing their contract. This news might come across to you as a shock, maybe because you were thinking that everything was going well. .

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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How To Reduce Call Center Turnover

Avoxi

Employee turnover is a problem, and not many people take the steps to help lower it. Call center agent turnover rates are off the charts compared to other industries, but what can be done to fix it? Lucky for you, we have compiled some of the causes of call center agent turnover and how to… The post How To Reduce Call Center Turnover appeared first on AVOXI.

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4 Reasons You Need Speech Analytics In Your Call Center

Monet Software

No long introductions here because we know you’re busy. Here are the four reasons your call center should be looking into speech analytics. 1. It Delivers Data. Every call that comes in is a valuable source of data. Call centers have long understood this and try to mine the elements from each conversation deemed most relevant to company performance and customer service.

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Who’s Your Target Customer?

Chip Bell

Several years ago, my consulting firm worked with a large retail shopping center company. At the time this REIT owned over 300 shopping centers around the country. The question my firm was asked to determine was this: Will the customer experience in the shopping center drive increased revenue in the stores? They knew they could put a carnival in the middle of the mall and get traffic…so the issue was not just mall attendance; it was increased revenue.