Sat.Jun 20, 2020 - Fri.Jun 26, 2020

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Making Your Contact Centre Work Better

Call Design

Contact centre changes are never an easy venture, but it’s crucial to embrace an opportunity for change. While the world is slowly returning to normal after a global pandemic, now is the time to identify how your contact centre can be improved. For some organisations, there may be an influx of calls from customers asking about your services. Your team will need to be ready, so it’s essential to streamline your operations to address the needs of your customers and provide the touchpoi

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5 Ways to Use Customer Personas in Your Support Strategy

Nicereply

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Trending Sources

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The Complete Glossary of Common Customer Service & Support Lingos

ProProfs Blog

It’s not just great communication skills that make a customer support operator great at their job. 62% of customers say that a representative’s knowledge and resourcefulness play a key role in creating a good experience. That means being consistent at learning and acquiring knowledge can help you shape a customer’s journey better. But, where to start?

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How to Measure Customer Retention

ShepHyken

Get ready to do a little math. While not my typical lesson, this is very important. It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. Most businesses know their numbers, but do they know the right numbers? It’s easy to measure customer satisfaction at different levels.

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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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After the Pandemic: How to Bring Back the Contact Center

Contact Center Pipeline

The coronavirus (COVID-19) pandemic has caused unprecedented disruption across nearly every line of business, and contact centers are no exception. In times like these, the most pressing matters are keeping your workforce moving forward and your workplace culture healthy. As Chief Operating Officer of Televerde, I lead hundreds of contact center employees across 10 global […].

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Everything You Need to Know to Succeed in Customer Experience

GetFeedback

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There’s an Upset Customer. Now What? – Tip #4

Steve DiGioia

Regardless of your business, and no matter how hard you try to do the best for them, there will be situations where you have an upset customer who is dissatisfied with your product or service. Day in and day out, we must strive to provide the optimal experience for each customer interaction. But is this realistic? When things don’t go as planned, our customers become upset and we have failed in their eyes.

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Three ways to intertwine EX and CX

Tethr

A strong relationship between Employee Experience (EX) and Customer Experience (CX) matters. When they work together, EX can drive CX to success. Developing EX strategies and reevaluating them periodically is as critical as doing so for CX. Customer experience is a customer’s entire journey with your brand. CX all comes down to how a person feels about the experience of interacting with your company.

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Create Outstanding Memorable Experiences That Drive Value

Beyond Philosophy

General Show Notes: Have you ever driven a long way to a vacation, perhaps with kids in the backseat, and heard the whining query, “are we there yet?” Have you ever wanted to ask that question yourself? It turns out there are good reasons for that. It’s called the Return Trip Effect, and we discuss it on this episode of The Intuitive Customer.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Let Me Help You De-escalate Intense Interactions During the Stressful COVID-19 Times

Myra Golden Media

I was just on my YouTube channel reading comments. Andrea’s comment made me put down my cup of tea – “I am struggling. Sometimes I get cursed out five or six times back to back. I’m starting to sound like a robot. ” Like many customer service professionals, Andrea is experiencing what I now call the “COVID-19 Effect.” Customers are on edge about their money, whether to wear a mask or not, and from cabin fever.

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18 Ways to Stop Chasing Low Price Shoppers

Steve DiGioia

In my recent post, “ 3 Reasons Why We Let Businesses Take Us For Granted ”, I asked these questions, “Do we not value ourselves enough as a customer to expect the best or at least average service? But what about indifferent service? Why is it acceptable? In today’s post, I expand on one of those reasons: “low price shoppers”. Here’s my story…. While shopping, you see a brightly colored cell phone sticking out of the back pocket of an employee or your waiter has a pack of cigarettes in his front

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Guest Post: Customer Service Automation During COVID-19. When and How to Use it Right.

ShepHyken

This week we feature an article by Daryna Lishchynska, a Content Manager at BotsCrew. She shares research and information on how brands can transition their services to online platforms during COVID-19. *This article was previously posted on BotsCrew’s blog. The outbreak of COVID-19 has made a massive impact on most of the businesses – from grocery stores to luxury goods brands.

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Work at Home: Focusing on the People Issues

CCNG

With so much being shared around work-from-home over the past 45 days, we wanted to bring you some insights from our member The Northridge Group, Tina Suthers, senior consultant CX. In this brief video clip Tina focuses on how to support your people during this transition, with some best practices around employee communication, leveraging video tools, the importance of increasing employee engagement and other tips to keep things positive and productive.

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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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What are QA Metrics? Examples of QA Metrics for Call Centers, Aligning Metrics with Your Goals, and Best Practices

Callminer

QA metrics refer to the data your company uses to measure performance. Interestingly, QA metrics can vary significantly by industry, since they reflect performance as defined by that industry.

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Go Beyond Net Promoter Score to Measure Customer Experience Effectively

Contact Center Pipeline

Forbes defines the Net Promoter Score (NPS) as an index used to determine how willing customers are to recommend a brand, product or service. Most brands rely on software developers, such as Zendesk, to create this poll. The answers create a popular metric used to evaluate the customer experience. Customers rank the probability of their […].

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5 Top Customer Service Articles For the Week of June 22, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. What do Gen Z shoppers really want? by Mike Roberts. (Retail Customer Experience) Mike Roberts, chief creative officer at Green Room Design, a brand and retail consultancy, maps out what Gen Z consumers are all about and the experience design innovations that connect

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Managing Your Contact Center Facilities Amid Contagion

Aspect

In the post-COVID-19 era, how can your workforce management team plan for use of your contact center facilities to meet all applicable state safety restrictions, provide confidence to staff who may be reluctant to return to a facility, while at the same time provide records of employee workspace assignments for each moment over time to assist in contact tracing if that becomes a necessity?

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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What Are Customer Analytics?

Callminer

Learn what makes customer analytics so powerful in providing actionable developmental insights to growing companies.

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Don’t Reduce People to Numbers… or Should You?

Contact Center Pipeline

Assessment tools have been an industry standard in human resources management for a while. At times, this may feel cold and very corporate, as one of the beauties of Homo sapiens is that we’re all very unique and also different. Whether it’s personality assessments, skills assessments, or Google’s famous gauntlet of intelligence tests, as managers, […].

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Cyara Included in the Forrester Wave: Continuous Functional Test Automation Suites Q2 2020

Cyara

I’m so excited to share that Cyara is included in the just published report: The Forrester Wave™: Continuous Functional Test Automation Suites, Q2 2020. As Diego Lo Giudice wrote in his blog on this Wave, “…being among the top 15 players in the market in a Forrester Wave™ evaluation is always a win. Why? Because the vendors are being compared with a peer group of test automation vendors that form, based on Forrester’s research, the top 15 performers among all.”.

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5 Ways to Manage the Performance of Apathetic Agents (and Why They Don’t Care if They’re a Good Customer Service Rep or Not)

SharpenCX

As a manager, you own 70% of your employees’ engagement at work. . Your agents show up each day, plop down in their seats in the office or at home, and immediately start helping customers. And it’s up to you, manager, to keep them engaged in their role. To help them progress their careers. And, to motivate them to keep doing better for your customers.

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The Rise of the AI Coaching System: Powering the Empathic Enterprise

Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.

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Our Latest Guide: How to Make Your Own Quick & Easy E-Learning

The Call Center School

As a follow-up to our first e-book, The Call Center School has a new guide: " How to Make Your Own Quick & Easy E-Learning." This beginner's guide gives you step-by-step instructions to create a basic e-learning video. If you need to create custom e-learning within the constraints of time, resources, or budget, then this guide is for you. You don't need special software or knowledge to follow the instructions.

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COVID-19: Digital Transformation Plans are Being Put on Fast-Forward

Alorica

Post-pandemic plans for digital transformation should include omnichannel communications, automation, and agent-assisted AI models. TechRepublic’s Karen Roby talked with Colson Hillier, the CMO at Alorica, provider of Business Process and Customer Satisfaction Outsourcing solutions, about digital transformation projects in the post COVID-19 era. The following is an edited transcript of their.

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Supporting Your CX Teams With Collaborative Knowledge Management

Guru

When CX is all hands on deck. Picture this — the Support Manager for a food delivery company wakes up, phone flooded with Slack notifications. Overnight, her entire support team was eliminated: their offshore BPO had shut down due to COVID-19, and none of the agents were equipped to work from home. Meanwhile, support requests came rushing in, as shelter in place orders took hold, food delivery demand shot up at an unprecedented scale, restaurants scrambled to shift their operations to keep up, a

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Boost productivity and reduce turnover for your contact center agents

Talkdesk

Now that you have successfully onboarded your agents and deployed an effective development strategy , it’s time to think about the final — and some would say the most important — step. You’ve invested time and resources turning your tenured agents into highly effective customer service professionals. You need to protect that investment by retaining them long term with the right strategy to keep them engaged, happy and highly productive.

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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 Monitoring Your IVR Helps Predict and Reduce Fraud in the Contact Center

pindrop

Fraudulent activity in the IVR has become a tool for more sophisticated fraudsters and scammers to gain sensitive data that puts contact centers and financial institutions at risk. . Fraudsters often use IVR systems to mine and validate information, which they subsequently leverage to commit fraud at various other touchpoints downstream. As fraud tactics evolve to adapt to the changing landscape in which businesses are operating, sophisticated technology solutions can help contact centers proa

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Inspiration and Hope - That's All We Need

CustomerServ

I usually write about topics related to my beloved contact center and BPO industry, but today, I would like to take a slight detour and get personal. Over the past three months, I have had great conversations with some terrific people, from senior executives to frontline managers, clients, vendors, partners, friends and even people I just met.

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Find success in mastering employee experience

delighted

Have you ever sent or received an annual employee experience survey that asks questions such as “How satisfied are you with your workspace?” or “How likely are you to recommend this company to your friend?” Employee experience surveys are common, though recent studies have shown that actually, many companies have not made employee engagement a priority [1].