TechSee

APRIL 21, 2021

Call centers are busier than ever. According to a 2021 survey, 65% of U.S. consumers have required assistance during the COVID-19 pandemic. These growing call volumes – coupled with the continuous need for cost optimizations – have driven the demand and adoption of artificial intelligence (AI) in call centers. AI is moving forward rapidly, with contact center AI software continuously evolving and dramatically improving, and ultimately delivering more value. .

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Call Center Contact Center Self service call center solutions 136

Contact Center Pipeline

APRIL 22, 2021

2020 was marked by multiple pivotal moments, most of which have been embraced as long-overdue turning points for businesses and the work environment. A raging global pandemic accelerated the transition to digital technology and cloud solutions, permanently altered consumer behavior and expectations, sped up the move to a work-from-home model, and emphasized the demand for […].

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Contact Center Technology Call Center 130

Fonolo

APRIL 22, 2021

Call centers are constantly balancing efficiency and service quality for their customers. Lean too much in one direction, and your agents will quickly find themselves in a bind. First Call Resolution (FCR) is one of the best metrics for tracking your success in both these areas. It’s no wonder why it’s one of the most widely used KPIs in the contact center industry.

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First call resolution Call Center Metrics Interactive Voice Response 142

Beyond Philosophy

APRIL 23, 2021

Emotions rule your customers’ buying decisions. Sure, their rationality weighs in sometimes, too, but often, it’s the emotional side that drives customers to buy. These two parts of us, the emotional and the rational represent the two ways of thinking that serve as the foundation for understanding customer behavior. Knowing how these two systems of thinking work together and, in some cases, against each other to make decisions is vital to achieving customer-driven growth.

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Government Consulting Consulting Customer Experience 436

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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.

ShepHyken

APRIL 21, 2021

Let me put it to you in the simplest terms possible. When your customer calls, emails or texts you, you must respond. That is unless you don’t care if they ever do business with you again. One of our subscribers to The Shepard Letter , Andy Saks, owner of Spark Presentations and professional corporate presenter , sent in a story worth sharing. (By the way, if you’ve got an amazing – or horrific – customer service story, send it over.

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Customer Service Sales Customer Experience 380

Steve DiGioia

APRIL 19, 2021

The best intentions only get you so far and sometimes, your “best” is not good enough for your customer. They are upset, they are disappointed, and they deserve an apology. And here is where your “best” gets even worse. When you sit down to write that scorned customer an email to say how sorry you are for the lack of service they received, sometimes the apology makes the situation even worse.

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Accountability Personalization Customer Care Customer Support 304

Beyond Philosophy

APRIL 21, 2021

How to Build UNBREAKABLE Relationships With Your Customers. Brands have a problem sometimes. They get stuck and lose momentum and the ability to respond to changes in the market. Over time that can result in a loss of relevancy to their customers and an inability to keep their customers. Moreover, they lose out on forming solid relationships with customers that allow brands to enjoy the benefits of customer-driven growth.

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Consulting Consulting Customer Experience Surveys 195

ShepHyken

APRIL 20, 2021

The New Way to Take Care of a Customer: Autonomous Customer Service. How Autonomous Customer Service impacts the Customer Journey. Shep Hyken interviews Jeff Nicholson, Global Head CRM Product Marketing of Pegasystems. They discuss how autonomous customer service impacts the company, its employees, and their customers. Top Takeaways: 56% of consumers go to a company’s website before they call customer service.

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Self service CRM Customer Service Marketing 337

Myra Golden Media

APRIL 22, 2021

This free (and highly detailed) cheat sheet will give you everything you need to know to prepare your employees to redirect intensity when the customer asks for a manager, cusses, wants them to bend the rules, when they need a graceful exit, and more. (All you’ll have to do is print (or just save) my guide and walk your team through the phrases!).

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Customer Service Management Customer Experience 177

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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

Surveys

Steve DiGioia

APRIL 22, 2021

Many managers love to micromanage. They just can’t help it. They believe that telling an employee exactly how to do something and when to do it will fix all their ills. This makes the employee’s job easier. They don’t have to think. Simply “tell them what to do” for every situation and they’ll do it. But what happens when the boss isn’t around? What do the employees do?

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Management 246

Beyond Philosophy

APRIL 17, 2021

New Podcast Series: The 10 Most Effective Ways to Influence Your Customer Behavior. This podcast is sponsored by Verint. Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interaction

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Consulting Consulting Enterprise Analytics 195

ShepHyken

APRIL 23, 2021

This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. He shares customer service best practices that successful brands use to help their customers on social media. Businesses have been using social media for years now to publish content, engage with their audiences, advertise their products, and stand up for social causes. .

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Customer Service Advertising B2B Chatbots 314

Myra Golden Media

APRIL 21, 2021

How a chat agent impressed me, and how your agents can do the same with your customers. Last week I had an inspiring chat discussion with my new auto insurance company. I loved that the chat agent was knowledgeable, courteous, and friendly. And that I hadn’t reached a useless chatbot telling me what the robot could not do. Two things stand out from my chat interaction, though the entire discussion was 5-star.

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Chatbots Customer Experience Customer Service 177

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.

Customer Experience

Callminer

APRIL 21, 2021

Python already has the ability to call external C/C++ code from Python. Cython greatly simplifies that effort and gives your code a performance boost.

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Contact Center Pipeline

APRIL 21, 2021

As a trainer, I’m usually good at reading facial expressions and body language to determine if someone is getting the point or needs a break before explaining the next concept. Our face-to-face new-hire training session, with a median class size of six to seven trainees, typically takes about a month to complete. It covers details […].

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Contact Center Call Center 130

Peter Lavers

APRIL 20, 2021

Peter Lavers has had an article published in Customer Experience Magazine, entitled “Building B2B Trust for more Customer Centricity” In it Peter discusses three crucial warning signs that a company isn’t customer centric; why Voice of Customer (VoC) and Voice of Employee (VoE) findings need to be joined up; and a new definition and model of B2B Trust developed by our associate Dr Mark Hollyoake.

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B2B Customer centricity Customer Experience CRM 130

Fonolo

APRIL 20, 2021

Is your call center experiencing an increase in abandoned calls ? Are your agents unable to answer an unexpected influx of inbound phone requests (otherwise known as call overflow)? If this scenario sounds familiar, and you lack the in-house resources to service every customer call in a timely fashion, you may consider hiring a third-party call overflow handling service. 3 Proven Ways to Reduce Abandon Rates in the Call Center.

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Call Center Abandon rate outsourcing Wait times 148

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!

Feedback

Callminer

APRIL 19, 2021

In AI research, we focus a lot of energy on the concept of a category. This blog breaks down what a category is and how we are researching it.

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Contact Center Pipeline

APRIL 20, 2021

2020 was quite a year for the contact center industry. Most contact centers have had to learn quickly how to move their agents home and manage a contact center operation remotely. If you are like many, you may be asking yourself, what now? As an organization, you’ll be making many critical decisions in the coming […].

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HelpCrunch

APRIL 20, 2021

When I was a university student, I somehow managed to dig up all the information by myself. There was no one to guide me through dozens of processes, show how tasks should be done, or [ … ]. The post Customer Service in Higher Education: Why is It Important and How to Improve It appeared first on HelpCrunch blog.

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Education Customer Service Management 139

TELUS International

APRIL 19, 2021

In this Virtual Think Tank article developed in partnership with Frost & Sullivan, discover key insights on how healthcare companies are using tech to improve CX.

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Customer Experience Healthcare 130

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.

Contact Center

SharpenCX

APRIL 22, 2021

Angry customers consume the majority of your agents’ time at work. Turns out, 75% of customers believe it takes too long to reach a live agent. And another one-third of customers find phone support the most annoying service channel. So more often than not, when customers reach out for help, they’re already fuming by the time they reach an agent. These angry customers leave an imprint on you and your agents.

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Scripts Coaching Call Center Accountability 128

Taylor Reach Group

APRIL 23, 2021

By Peg Ayers. When your contact center manager leaves, or you create a new management position, you should always look for a long-term replacement, right? Not necessarily. While a long-term replacement is often the right move, sometimes it’s better to transition with an interim manager. An interim manager is an experienced contact center manager who leads your center for a defined length of time, perhaps three to six months, and then turns over the reins to a new long-term manager hired or pro

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Contact Center Management Consulting Consulting 123

pindrop

APRIL 20, 2021

One-Time Passwords (OTPs) were created to help enhance security, as they can protect you from an identity theft attack. OTPs can take the form of automatically generated numbers that are sent to your cell phone or specific text/word strings that the user needs to recite in order to capture their voice sample. OTPs are often used for the purpose of account login, identity verification, device verification, or password recovery.

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Banking Government Average Handle Time Accountability 127

GetFeedback

APRIL 23, 2021

Best practices for collecting and responding to both positive and negative customer feedback.

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Feedback Best practices 158

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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.

Self service

Avoxi

APRIL 22, 2021

Caribbean Airlines Finds Contact Center Paradise with AVOXI’s Global Communications Platform Caribbean Airlines relies on AVOXI’s global communications software to effectively manage their inbound reservations, connecting their North American and Canadian customers with agents in their Trinidad and Tobago call center. The airline also utilizes AVOXI’s extensive international coverage to better connect with customers in… The post Caribbean Airlines Finds Contact Center Paradise with AVOXI’s

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Russel Lolacher

APRIL 20, 2021

Internal podcasts are a great tool for communications and to engage your employees. It’s like having your very own company culture radio station. The popularity and adoption of podcasting continues to rise. According to Statistica, the number of those who have listened to podcasts over the age of 12, jumped 44% from 2018 to 2019. So it’s not just growing in awareness but also as a viable medium to get information and be entertained by.

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Entertainment Education Employee engagement 122

Nuance

APRIL 19, 2021

Healthcare technology innovations continue to empower physicians, enabling them to achieve the best outcomes for their patients. At Nuance, we’ve had a front row seat to digital transformation for decades; yet the need for continued, even accelerated, innovation has never been more important than it is today. It’s heartening to hear stories from around the [.

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Healthcare Technology 119