Sat.Jan 26, 2019 - Fri.Feb 01, 2019

TOP 20 Call Center Metrics Managers Can’t Ignore – Part 4

CrazyCall

Welcome to Part 4, the last, but certainly not least piece of our 4-part blog series on the key call center metrics that will help you gain powerful insights into the performance of your sales and customer calls.

3 Ways Customer Service Roles Can Evolve in the Post-Automation World

DigitalGenius Blog

We’re living in a moment of expectation and promise, but also of deep anxiety, for what AI, automation and robotics will bring to our lives and to society as a whole.

Could Employees Be Doing More? Some Call Center Agent Tricks

ChaseData

We all like to think our employees are doing the most that they possibly can with their paid time, but are your call center agents really making the best use of theirs?

The Best Feedback Question

ShepHyken

“Please stay on the line to answer a short, one-question survey at the end of this call.”. That’s what I heard just before the agent picked up the phone to help me. Just a one-question survey? Sounds short enough. Sure, I’ll give them an extra minute of my time.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

This Business Book Was So Good That I Took 41 Pages of Notes

Myra Golden Media

Every week I silo for three uninterrupted hours to invest in myself. For this self-improvement exercise, I’ve attended a webinar, read a book, watched a Ted Talk, or sat with a mentor over coffee.

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Computer Vision: The pathway to a personalized CRM experience

TechSee

Samantha is preparing for a party she’s hosting this weekend. She’d like to purchase a standalone freezer so she can cook in advance.

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5 Top Customer Service Articles for the Week of January 28, 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. What Do Customers Really Think Of Your Brand? by Athina Mallis.

Try Standing Like Wonder Woman For 2 Minutes Before Talking To An Employee About a Problem – You’ll Feel More Confident and Powerful

Myra Golden Media

If you go to a restroom stall and stand with your hands on your hips and point your elbows outward and hold that position for two minutes, you’ll perform very well in stressful situations.

The One Thing You Need to Change

Beyond Philosophy

Psychological theories help explain why people do what they do. As customer experience consultants we believe when you are working on a Customer Experience strategy psychological theory is crucial to understanding the behavior of your customers.

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

3 vital B2B findings from Dimension Data’s 2019 CX Report

Peter Lavers

Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about.

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Guest Blog: Building a Customer-Centric Culture Around CRM Software

ShepHyken

This week we feature an article by Dawn Gucciardo who took my model of Six D’s to Creating a Customer-Centric Culture and applied it to developing and implementing a CRM software. – Shep Hyken. Shep Hyken believes customer centricity must start on the inside, with your employees. Guess what?

CRM 187

How to Shorten your Customer Support Queues

ProProfs Blog

Isn’t it overwhelming to see a backlog of customer emails when you log in? Don’t you want to reduce and manage your customer support queues? If yes, it’s time you make a few prudent decisions. More than ever, it is critical to offer exceptional service to your customers.

The One Thing You Need to Change

Beyond Philosophy

Psychological theories help explain why people do what they do. As customer experience consultants we believe when you are working on a Customer Experience strategy psychological theory is crucial to understanding the behavior of your customers. However, psychology is unlike other sciences; it isn’t exact. In fact, you might have to consider much of what psychology tells us is provisional, an impermanent hypothesis that explains what many people do most of the time.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

7 Ways to Do the Hard Work of Really Loving Your Employees on Valentine’s Day (and Beyond)

Contact Center Pipeline

Valentine’s Day is around the corner. If you’re thinking of taking your team to lunch or bringing in heart-shaped cupcakes, go for it: It’s a nice gesture. But don’t think your work is done… far from it.

Amazing Business Radio: Ryan Minton

ShepHyken

Thanks for Coming in Today. Taking Care of Employees So They Can Take Care of Customers. Shep Hyken interviews Ryan Minton. They discuss his new book, “ Thanks for Coming in Today ,” the hospitality industry, employee and customer appreciation, and the concept of aggressive hospitality.

CRM 187

5 Best Practices for Handling Difficult Customers

ProProfs Blog

Generating new business and growing your company is surely a tough task. Winning new business and then providing world-class customer service is surely not without its ups and downs.

The Edge That Will Help Sales Leaders Get Ahead

Integrity Solutions

The best sales leaders know that sales coaching is an investment of time that ultimately creates time on the back end. Firms that coach their salespeople effectively rack up 9% higher sales than the rest.

Sales 90

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

How to Obtain Valuable Insight from the Sales Process

Satrix Solutions

In part 1 of this blog series , we shared the wealth of knowledge we believe every company should be striving to capture from the sales process.

Sales 85

5 Smart Ways to Use Your NPS Survey Results

GetFeedback

The results from Net Promoter Score (NPS) surveys are the most underutilized tool in business. Okay, it’s a bold statement, but the potential locked up inside your NPS survey results is huge. From telling you that the majority customers are extremely annoyed with your new website design to predicting that your customers are about to switch to your closest competitor, there are so many valuable insights that are lost if you’re only looking at your NPS as a number. .

Best Ways to Utilize Social Media for Consumer Surveys

ProProfs Blog

How do you figure out what your customer wants? How do you anticipate their evolving needs? Well, one of the best tools to figure out that is sitting right in your hands! Social media has quickly grown up to become the best tool to gain a clearer picture of what consumers want.

How Branch Pay Is Helping America's Hourly Workers Get Paid

Branch Mesenger

Nearly a month into the recent government shutdown and after missing her second paycheck, times were pretty tough for furloughed employee, Sigrid Layne. She had $1.06 in her bank account. "It's

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Contact Center Challenges & Priorities for 2019

Contact Center Pipeline

I hope you are as excited as I am to dive into the results from our fourth annual survey, with nearly 300 participants sharing their top three challenges and priorities. We maintain our list of options with minor tweaks based on market and industry evolution, as well as past input, so we can look at […]. Survey Results call center contact center industry research

10 Steps to Reduce Call Center Attrition

inContact

Keeping good employees is a priority in every industry. But in call centers, it can be significantly more challenging. QATC estimates that the turnover rate in the call center industry ranges between 30-45%. If you’re a veteran of the industry, you already know this because hiring and retaining good agents is something successful contact centers constantly focus on. Every employee is unique in terms of what specifically satisfies them about a job and makes them stay with their employer.

Turn Inspiration into Reality with Action Planning at Empower

Guru

Let me guess: You’ve seen the speaker lineup for Guru’s 2019 conference Empower , you’re excited about the insights you could glean from execs at companies like Slack, Google, Square, and Forrester, but with that excitement comes a familiar feeling of conference skepticism.

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8 ways call recordings are the secret to a better customer experience

UJET

Imagine how much you’d learn if you were a fly on the wall whenever customers talked about your product or service. customer service Customer Experience Customer Support

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

New and Improved! GetFeedback Survey Templates

GetFeedback

New Pre-Built Survey Templates by GetFeedback. We’re excited to release our new and improved in-app survey templates. Rather than starting from scratch, GetFeedback provides pre-built templates for every stage of the customer journey so you can successfully create surveys with ease.

7 Contact Center Glossary Terms You Need to Know

inContact

I could take you through a litany of common contact center terms and definitions … but why? There are plenty of places you can go to find that information. In fact, I’ve included a link to an unbiased market source at the end of this blog. There are, however, some terms you should know today, that might not be on lists of old. .

How Chat Analytics Differs from Voice Analytics

Customer Service Life

This article originally appeared on the OpusResearch blog on November 16, 2018. Click here to read the original. Today’s contact centers are overflowing with insights about how to deliver a better customer experience.