Sat.Aug 31, 2019 - Fri.Sep 06, 2019

6 Considerations for Building a Purposeful Quality Scorecard

Customer Service Life

Image by Ray Shrewsberry from Pixabay. This article was originally published on the ICMI Blog on July 18, 2019. Click here to read the original post.

The Contact Center of the Future in the Distributed Workforce Era

TechSee

As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all.

Creating a Collaborative Virtual Team

Contact Center Pipeline

The percentage of people working from home has grown exponentially in recent years. New technologies make it so much easier for remote workers to perform their tasks. Creating an environment of collaboration can improve the performance of individuals and teams who don’t work face-to-face.

The De-Evolution of a Business

ShepHyken

Not long ago I was with my friend, Nelson Griswold. He shared with me a phenomenon he referred to as the de-evolution of a business. It can mean the beginning of the end for a business, and it usually comes as a result of not listening to the company’s customers.

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 today, and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics!

The Surprising Reason That Tactics Alone Don’t Get the CX Job Done

Beyond Philosophy

There is a difference between strategy and tactics when you’re trying to solve a business problem. Most people jump straight to tactics and implementation, because it is the concrete stuff, the stuff that we can start doing now.

More Trending

Contact Center Pipeline Magazine: Inside Our September 2019 Issue

Contact Center Pipeline

As I write this month’s message, I’m looking out the window at a beautiful, sunny day in Annapolis, MD. The Weather Channel is predicting a different story for our friends to the south over our Labor Day holiday weekend as they are in the bulls-eye of Hurricane Dorian.

Amazing Business Radio: Peter Fader & Sarah Toms

ShepHyken

Customer Centricity in Business. Building a Customer-Centric Company with Long-Lasting Value. Shep Hyken interviews Peter Fader and Sarah Toms.

How and Why We Stereotype People

Beyond Philosophy

How and Why We Stereotype People and Things. Stereotyping is not considered a good thing, certainly not in politically correct circles. However, our ability to do it is hard-wired into our brains, and it doesn’t only apply to people. We can stereotype an organization, too.

Live Chat Plugin for WordPress: 8 Ways It Can Power up Your Customer Service Game

ProProfs Blog

Do you know that the world’s most popular and widely used content management system now powers 34% of all websites on the internet? Question is, why is WordPress so popular?

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Executive Interview with Matt McConnell, CEO of Intradiem

Contact Center Pipeline

Intradiem has been providing services to the contact center industry for almost 25 years. Contact Center Pipeline was thrilled to have the opportunity to talk with CEO Matt McConnell to learn more about the organization and workforce automation platform. What makes Intradiem unique in the industry?

Guest Blog: Mobile, Frictionless and Secure – The Experience Consumers Expect

ShepHyken

This week we feature an article by Christina Lutrell about understanding the shifting consumer experience while maintaining your customer’s trust. As we know, consumer experience and expectations have changed rapidly in response to new technologies, market forces and security concerns.

Revealed: The Two Secrets to Customer Loyalty

Beyond Philosophy

Do you know what drives me mad? When organizations talk about loyalty, what they mean is, “the customer gives me all of their business.”. Customers giving you all their business isn’t customer loyalty on its own. They could give it to you out of habit , or because you are a monopoly.

Why is Customer Engagement Important and Valuable?

Totango

The difference between a friend and an acquaintance is the regularity and depth of your communication. A friend is part of your day-to-day life. You speak often, and you’re familiar with each other’s lives.

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

Get Ready for Our End of Summer Cleanup

VirtualPBX

Are you ready for a months-long sale? We’re certainly ready to bring you one. Our End of Summer Cleanup is here! Each of the coming Fall months will have their own deals related to our Dash Business Phone System and its accessories. Begin this month with discounts at all levels of our phone system.

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5 Top Customer Service Articles for the Week of September 2, 2019

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.

How To Create An Automated Sales Funnel

Joe Rawlinson

Ever had that moment where you’re working your fingers to the bone to follow all these marketing trends, building your email lists, publishing share-worthy content and basically rocking your customers’ world….

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Artificial Intelligence is Transforming Customer Care

NICE inContact

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? Probably not for some, but it does hold promise! Keeping up with technology – and combing through all the hype that surrounds AI – can be a real challenge.

How to Build a CX Program from the Ground Up

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

Our Top 20 CX Influencers to Follow in 2019

Unymira

With Unymira’s focus on customer service, we’ve put together a list of the top twenty CX influencers this year. Customer Experience

Are you putting your customer relationships at risk?

TRUSTID

Are your call center agents wasting valuable time and money interrogating good customers over the telephone channel?

Slack's Guru Power Users Share Their Knowledge Management Best Practices

Guru

When Slack’s Customer Experience team first started using Guru in 2016, the goal was to manage their team’s internal knowledge so their Customer Experience Agents could answer customer questions quickly and confidently.

Hurricane Dorian Updates - Carolina's

iQor

Employee Safety is Our Top Priority

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Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Back to Basics: Contact Center Trending Technology 101

Upstream Works

The world of customer experience management is expanding and growing in complexity at an alarming rate. The requisite buzzwords seem to be promoted enthusiastically on each vendor’s website – all vying for a spot at the forefront of innovation.

Basic Introductory Guide to Google Lens and Google VPS (Visual Positioning System)

OctopusTech

Curious to know about Google Lens and Google VPS (Visual Positioning System) then you have landed into a perfect place. Here, is the glimpse of Google Lens and Google VPS (Visual Positioning System). Introduction. What is Google Lens?

The State of Product Marketing: Growing out of our Teenage Angst

Guru

Last Friday, the Product Marketing Alliance released the first-ever State of Product Marketing Report , much to the excitement of Product Marketing professionals around the world, including the group’s 3,800+ member-strong Slack community. In short, we were stoked— I’m talking reaction emojis ranging from ??to to :party-parrot: But, of course we were!

3 Questions Every CSM Can Ask Themselves to Help Level Up Their Effectiveness.

ClientSuccess

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

The Top 6 CX Articles of 2019

GetFeedback

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more. Our list of the top CX articles of 2019 covers all these topics and more. . Article No. 1: Human Experience is Greater Than Customer Experience.

Top 10 ways to keep your online clients happy

Customercount

Top 10 tips on how to keep your online clients happy as part of your reputation management activities. Continue reading → The post Top 10 ways to keep your online clients happy appeared first on CustomerCount. News online reputation reputation management

Blocking and Tackling: 6 Rules for Contact Center Success

Transparent BPO

Interview with Thom San Filippo, Vice President of Customer Service and Experience Design, Dow Jones Thom San Filippo Blocking and tackling.