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

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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. In Part 1 and Part 3 we’ve told you about 10 most crucial inbound call center KPIs you can monitor daily, weekly or track over a specific period of time.

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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. Questions on fundamental changes in the quality of, and access to, work are both challenging and commonplace, and have been acutely manifested in western politics. Disruption, hand-ringing and displacement are inevitable, pitting the interests of society and businesses into conflict.

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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? It can be difficult to determine whether they are – but in most call centers, there is always room for improvement when it comes to agent productivity. Here are some call center agent tricks to help your staff make better use of their time and boost call center productivity - without sacrificing employee satisfaction.

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Five Ways to Keep Your CX Program Alive and Well in 2019

Beyond Philosophy

Customer Experience is having some growing pains. There are a lot of reasons for it, which I have shared before. However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. We discussed these five areas in a recent podcast.

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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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. So after the call, I stayed on the line. What came right after the call was the promised simple question.

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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. If I’m in my office during this three-hour window, my phone is on Do Not Disturb and my inbox is paused. Two weeks ago I sipped Syrah and read one of the best communication books I’ve ever read.

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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.

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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. (Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold.

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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. Between carpool, the dry cleaners’ closing time, and the dog’s appointment at the vet, there is simply no time to hit the stores, or browse through a myriad of online options. Samantha takes 30 seconds to snap a photo of her available space and uploads it to the snap-to-purchase app.

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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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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. Like when you talk to an employee about a performance problem, or when you go into a big meeting without all the answers you need. Sounds crazy, I know. We go live with scene one in less than seven minutes.

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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.

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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? The same goes for developing and implementing a CRM software!

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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 […].

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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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Personalized Customer Experience: What, How and Why

Lumoa

What is personalized customer experience and how to build it? Learn from the best customer-centric companies about the importance of customer experience personalization.

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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. You do your best to build out a team—inside sales, outside sales, customer success—to get them to work as an efficient, customer-focused unit. You train them in how to deal with customers as part of your employee onboarding program.

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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. In Shep’s Opening Monologue… He discusses current trends in the digital customer service world.

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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. Dimension Data recently released their latest Customer Experience report , and as a recognised CX influencer they gave me a sneak preview of the findings and the opportunity to meet and discuss the big issues with the researchers and authors of the report.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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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. Loving your employees is an all-year-long endeavor and it involves a lot more than saying, “Thanks” or “I […].

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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. Before we delve into this blog, let us learn about a few interesting facts from across the globe: Data source: Fonolo. 62% of consumers switch service providers due to poor customer service. 13 percent of unhappy customers sprea

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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. .

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The Ultimate Business VoIP Phone System Buyer’s Guide

Nextiva

The post The Ultimate Business VoIP Phone System Buyer’s Guide appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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On the Horizon: Customer Service Trends in 2019 [Report]

Fonolo

We open in the year 2019. It’s a challenging time for customer service executives. Customer expectations are higher than ever … and competition is stiff. Roughly 82% of customers are willing to leave a brand because of poor customer service. The protagonist prepares for a long journey through the customer service galaxy. The goal is simple: To provide customer support executives with the insights they need to meet the expectations of their customers in 2019 (and beyond).

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Agents Managing Difficult Situations: Maybe it’s In Their DNA

Aspect

Between Black Friday and Cyber Monday in 2017, a top DNA testing kit company sold approximately 1.5 million kits, and more than 10 million people have used to kits to have their DNA tested according to news reports. With many companies offering discounts during Cyber Week last year, one could assume that these kits were once again popular holiday gifts in 2018.

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2019 predictions for ambitious contact centres

Vonage

It’s my favourite webinar of the year – our most popular and great fun! This year we had registrations from New Zealand to New York in order to share views on this year’s predictions. Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record. Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream.

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IT Manager Career Path: The A-Z of Being on This Career Track

Nextiva

Are you thinking about becoming an IT Manager? Great news! The demand to be on the IT Manager career path is continuously growing by up to 15% every year. Stepping into the technology industry gives you job security and the opportunity to work on innovative projects that are ever changing. However, the IT Manager career […]. The post IT Manager Career Path: The A-Z of Being on This Career Track appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Bl

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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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Concentrix Wins Technoviti

Concentrix

Banking Frontiers Awards Concentrix for Technology Innovations Mumbai, India – Concentrix shined once again as one of the key innovation leaders in BFSI sector by bagging two Technoviti awards for our Trade Finance and Supply Chain Finance products, TradeFree™ and Factorin™. The organizers of these awards, Banking Frontiers, have been facilitating the spread of excellence in.

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Top 5 Posts in January

Contact Center Pipeline

A cold, dark January has translated into more time spent reading industry blogs. Pipeline readers kicked off the new year by browsing forward-looking topics on technology, customer service trends, the supervisor’s role, tackling absenteeism and how to deliver bad news. What to Do When Your IVR Goes Out of Support As some folks gaze into […].

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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. It allows you to tailor content and broadcast messages with a targeted segment in mind.

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