Beyond Philosophy
MARCH 16, 2018
You know that old saying about what you make of you and me when you assume something? Well, it turns out, that economists made quite an assumption for years: that people were entirely rational in their decision making. However, they were wrong and we know they were because of the scientific method. Best of all, the truth is fairly simple and makes a lot of sense.
ShepHyken
MARCH 14, 2018
You have a problem. You call the phone number listed on the company’s website. You wait on hold for what seems much longer than the ten minutes they said you would be holding. You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” Then you’re transferred to someone else and the “game” of holding and telling your story starts all over again.
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Callminer
MARCH 15, 2018
We decided to take a deep-dive into the latest debt collection industry figures and statistics to get a glimpse of the current state of debt collection.
Myra Golden Media
MARCH 12, 2018
I once chatted with QVC about the status of a return. I just wanted to confirm that my return was received, but I walked away from the chat session with a WOW reaction. The WOW started with this message from the Representative: “Ms. Golden, I’m so sorry the camcorder hasn’t been processed yet. I know you’re anxious to have this completed. The return processing time can take up to 17 days from the date an order is returned to QVC.
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Beyond Philosophy
MARCH 16, 2018
Too many organizations don’t know what customers really want! They blindly undertake research and then wonder why the rest of the organization ignores it. Colin Shaw & Professor Ryan Hamilton discuss why this is the case and what organizations should be doing to ensure success. The post Why Don’t Organizations Understand Their Customers?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Call Center Weekly
MARCH 12, 2018
By Jacqueline Santiago Every employer should know they are at risk of high employee turnover, which is why employee engagement is so important. Implementing strategies is more than just providing surveys. You have to be fully committed by understanding the principles of employee engagement. Some of which are: C ulture L eadership P urpose A ction Tr ansparency C ommitment R ecognition The purpose is to have an engaged culture, which will make people stay, and go above and beyond what is expected
Myra Golden Media
MARCH 15, 2018
If you’re on a call with a customer, and more than three, or four seconds go by, and you haven’t said a word, that’s called dead air space. You’re working… you know that. But for the customer, dead air space feels awkward. So we need to learn the best way to fill the silent seconds. Today, I’ll show you five ways to avoid the uncomfortable dead air space. 1.
Callminer
MARCH 12, 2018
When you want to hear what your customers truly have to say, you are on the path to transforming your business.
ShepHyken
MARCH 13, 2018
Engaged Employees Make Happy Customers. Are your employees engaged? Shep Hyken sits down with Julie Ann Sullivan, author of “Blueprint for Employee Engagement: 37 Essential Elements to Influence, Innovate & Inspire,” to discuss the impact that engaged employees can make on customers. . Top Takeaways: When employees feel like they are contributing to the company, they become problem-solvers and idea-makers.
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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.
Contact Center Pipeline
MARCH 15, 2018
A crucial part of every company’s sales and service process takes place behind the scenes where a team of talented professionals helps to make every aspect of the customer journey possible. Although their work is less visible to customers, the back-office team provides vital administrative and support functions that contribute in no small way to […].
Myra Golden Media
MARCH 15, 2018
I was chatting with a company about a price drop. I’d bought something for my Dad and had it shipped directly to his home. Two days after the shipment arrived, I saw on the company’s website that the price had dropped by $20. So I reached out over chat, and this is what I was told: “We are constantly looking for the best prices to offer our customers, and that sometimes means a lower price is featured.
Call Center Weekly
MARCH 16, 2018
By Kathy Holdaway What does leadership look like when you are not the one in charge? How does your way of being, create a collaborative environment? How do you show up every day? Leadership starts with who you are on the inside. Being who you are, is the greatest gift we could ever receive from you. I wonder what practices keep you in tune with who you are, so that wherever you go, there you are.
TechSee
MARCH 13, 2018
Artificial Intelligence was the talk of 2017. The hype was generated by successive breakthroughs in multiple industries, such as self-driving cars, smart assistants, etc., as well as a PR blitz by some of the leading technology enterprises. The customer service industry, in particular, pinned high hopes on AI, expecting that upon its introduction to the market, smart machines would truly transform the customer experience.
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!
Contact Center Pipeline
MARCH 14, 2018
What does it take to improve agent satisfaction and retention? Today, one of the key topics of discussion in most contact centers is the high cost of agent turnover and the subsequent need to improve agent retention and engagement. While this has been a challenge in contact centers for some time, there are new aspects […].
Myra Golden Media
MARCH 15, 2018
Psychologists talk about what they call the Communication Chain. The Communication Chain says that when a person puts out a verbal message, they expect a response to that message. That first message is a link in the communication chain. If there’s no response to the link, the chain is left unlinked or broken. Let’s say that instead of reading this email, you’re a participant in one of my workshops.
Call Center Weekly
MARCH 14, 2018
How can tone, in written form, affect customer experience? The tone you use in your writing to customers—whether in email, live chat, social media, or text—can make or break the customer experience. If your company’s marketing brand voice is fun and friendly, but your customer service voice is scoldy, scripted, or legalistic, you’ll be giving customers a bad, or at least a confusing, customer experience.
ShepHyken
MARCH 12, 2018
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 Design a Stellar Customer Experience by Michal Maimaran and John Schroeder. (KelloggInsight) The Zappos of the world are redefining expectations.
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.
Contact Center Pipeline
MARCH 13, 2018
There is no question that skilled agents offer the best opportunity to save unhappy customers who are at risk of leaving. But how do you help customers, and retain them, if you never hear from them? Today’s tech-savvy customers prefer self-service over phone calls, and they’re more likely to seek answers to their questions within […].
Aspect
MARCH 14, 2018
Last Thursday on International Women’s Day I attended the Washington University’s Olin Business Schools – St. Louis Leadership Perspective | The “She” Suite: Celebrate International Women’s Day with Women in the C-Suite and in Leading Roles. While there I was reminded, once again, just how valuable community events like this are and how they absolutely make me a better leader, mother, friend and colleague.
TeleDirect
MARCH 12, 2018
Success in real estate depends on a host of factors. Capitalizing on timely ventures doesn’t just happen by accident. You’ll note that many of the top real estate firms consistently earn high marks for customer service, revenue ranks, market share, and more. So what’s their secret to success? One underrated aspect – yet nonetheless critical – of high achievement in the real estate industry has to do with business process outsourcing (BPO).
Customer Guru
MARCH 15, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.
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.
VocalCom
MARCH 12, 2018
The contact center is, without question, an intense environment. To keep agents organized and focused, managers may present them with a rigid protocol. However, good management is only part of ensuring agent success. Agent empowerment is equally essential, and that means giving agents a voice when establishing contact center practices. Listening to their customer experiences and allowing them some autonomy when delivering service can empower them to do their best work.
aircall
MARCH 16, 2018
Our 2018 customer support strategy survey was sent to 475 industry leaders. Some questions were straightforward. What is your annual budget? Do you employ remote agents? How large is your customer support team? All surveys were anonymous, so we can be confident that these answers were honest. Nowhere was this more apparent than the final question — an open response form.
Kayako
MARCH 14, 2018
In all the best practices and how-to’s, it’s easy for a small business to get lost with applying every customer service tip. You don’t have the budget of Amazon or the resources of Nordstrom. Forget a 50-person department dedicated to customer support – you don’t even have fifty employees, period. Does that mean tiny businesses don’t have what it takes to provide amazing customer support?
360Connext
MARCH 15, 2018
The world is fast. Technology invades every part of our lives, both in good and possibly not-so-good ways. As we rely ever-more heavily on the communication tools of any trade today, like email and texting, we crave more emotional and human connections to break through the clutter. In customer experience, a personal touch can go a long way to improve a typical touchpoint in the B2B journey.
Advertiser: ZoomInfo
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
C3Centricity
MARCH 15, 2018
Did the title about data make you curious? Great! Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! However, in working with clients around the world and in numerous industries, I have found that many are lost by the wealth of information that is available to them. In fact it seems to drown out their reasoning of what to do and they remain frozen in indecision.
Nexmo
MARCH 13, 2018
The collaborative power of embedded communications and the efficiency of bot automation can yield significant increases in workplace productivity. The cognitive resources that artificial intelligence can bring through bot integrations can take productivity to an even higher level. Now Vonage and Converse.AI have combined all these technologies to automate the development of communications-enabled workflows.
Return Customer
MARCH 14, 2018
You probably already know how important the voice of the customer is for your business, but are you placing equal importance on finding the time to read them? Reading your reviews can do wonders for your business, and in this post, you’ll learn why. Here are three critical reasons to be reading your customer reviews. 1. You’ll Gain Invaluable Insight.
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