Sat.Nov 10, 2018 - Fri.Nov 16, 2018

The Modern Call Center School for Supervisors | 12 Things to Know

Call Center Coach

The world of talent development and adult learning has changed dramatically over the past few years. And leading contact centers are modernizing their learning to keep pace. They realize they must modernize or risk losing their next generation of frontline leaders to other opportunities.

The Death of Voicemail

ConvergeOne

For years, I have been asked about the death of voicemail. It started at the end of 2014 with Coca-Cola’s announcement that it was disconnecting voicemail , which was followed by similar announcements from companies like JPMorgan Chase. What ended up happening in most cases?

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4 CX Actions for the Cash-strapped, Resource-limited Contact Center

Customer Service Life

This article was originally published on the ICMI Blog on August 28, 2018. Click here to read the original post. Having worked in customer service for a couple SAAS (Software as a Service) startups throughout my career, I’d like to enlighten you on an important concept.

From Axes to Handbags: Why Customer Like Conspicuous Consumption

Beyond Philosophy

I just bought a new Mont Blanc pen. I like writing with it. I have a couple more, too; one is a pencil, and the other is a rollerball-type. However, the reality is, I sometimes look at my fancy pen and think, “It’s writing; I could write this stuff with a Bic or a regular pencil.”.

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.

Congratulations to the 2018 LISTEN Awards Winners

Callminer

At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success.

How AI Will Change the Nature of Contact Center Work

Contact Center Pipeline

There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster, more consistent around-the-clock service and deliver higher customer satisfaction.

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Key stats to prove your ROI – It’s About The ROI Stupid!

Beyond Philosophy

What are the best statistics to help you prove ROI for your customer experience program? These are the best statistics that will help you create ROI. Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Key stats to prove your ROI – It’s About The ROI Stupid! appeared first on. Podcast

What You Need to Know to Reduce Customer Effort in 2019

360Connext

It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change for a long time is the need to reduce customer effort.

CX Satisfaction Starts with Your Brand Advocates

Contact Center Pipeline

Customer Experience is top of mind with contact center professionals, as the industry dives deeper into digital transformation. It’s a great time for organizations to consider the conversations they are having with their customers. Who’s engaging with them? Are the conversations productive?

How to Reduce Friction

ShepHyken

As most of you (hopefully know), my latest book, The Convenience Revolution , is all about making the customer experience as frictionless as possible.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

Use This Checklist to Create the Perfect Customer Survey

GetFeedback

Creating a customer survey is hard work. Not only do you have to ensure your questions can deliver truly valuable insights, but you also have to consider design, distribution, and usability issues.

“Smart” contact center solutions that use artificial intelligence

DMG

Question: I keep hearing about “smart” contact center solutions that use artificial intelligence. How does this work?

Thwarting Thieves and Hindering Holiday Hackers

Contact Center Pipeline

Holiday spending and the quickly evolving ways people buy and sell things was on my mind on a recent trip that took me through Shanghai. In China, there are two prominent apps used by companies and consumers.

Guest Blog: Impact of Technological Advancements on Consumer Behavior

ShepHyken

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. As we all know, nowadays, consumer behavior is prejudiced by various aspects.

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.

How Call Centers Capture Repeat Customers

Ansafone

With just one repeat customer generating as much revenue as six new customers, delivering quality customer experiences that breed loyalty is essential for companies to stay profitable in today’s competitive market. As a primary touchpoint with your brand, the contact center is an important bridge.

A Valuable Commodity: Spend Less, Save More, and Win Customers Over

inContact

There is a commodity that you can’t see or touch, but it is very valuable. Everyone gets the same amount of it each day and can spend it as they choose. What is it?

Chat agent training, onboarding taking priority for many organizations

RapportBoost

By Tony Medrano and Scott Moberly. At Customer Contact Week in Austin last month, we noticed how the discussions surrounding chat training and onboarding stood out far more than in previous conferences. Good reasons exist for this. .

Amazing Business Radio: Dan Schawbel

ShepHyken

Back to Human. How Great Leaders Create Connection In The Age of Isolation. Shep Hyken sits down with Dan Schawbel to discuss how to use technology as a bridge to a strong customer and employee connection.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Call Center Best Practices

Ansafone

High-performing call centers understand that being innovative and employing industry best practices are the best ways to create efficient, productive, happy workplaces.

How to Increase ROI for Your Custom Development Projects

Aria Solutions

It’s an exciting time to be in IT these days! Digital transformation is gaining in popularity, one element being the move of IT infrastructure to the cloud.

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7 Steps to Increase Contact Center Agent Retention and Engagement

Transparent BPO

There are many reasons to retain good contact center agents. For one, they result in higher performance metrics, such as AHT, FCR, and CSAT. Engaged employees also stay longer, reducing attrition and the costs associated with it.

5 Top Customer Service Articles for the Week of November 12, 2018

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. 7-Eleven is testing new ‘scan-and-go’ technology by Ilyse Liffreing.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

10 Surefire Way to Reduce Call Abandonment Rates in Call Center

Dialer 360

Customers abandon the abandon percentage rate of tasks. Usually, there are two significant industries where abandon rate is a commonly used strategy. First is in the contact center and second is online retailing. Inbound call center, the percentage of incoming phones calls made to call or service.

Why Magento is Mostly Preferred for E-Commerce in India

OctopusTech

Once you decide to step into the online market, you will realise there are plenty of options available as far as e-commerce platforms and software are concerned.

The Evolution of Customer Service

Unymira

The ways in which we communicate with businesses have undergone many changes in the last few decades. Customer service has evolved from the early days of call centers , when the phone was the single communication channel. Customer Service

Virtual Agents in the Contact Center: Data Gathering Made Easy

inContact

When it comes to reducing expenses within contact center operations, one of the best ways to do so is to reduce the amount of time that live agents spend on the phone. With that being said, one of the biggest time-consumers of live agent minutes comes from repetitive and tedious data gathering.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

How Can You Increase Your Contact Center Service Level?

Dialer 360

People who never been in the contact center or has worked, don’t know types of contact center services. Some the people probably also knows about the inbound and outbound centers. But the most significant thing is how you can improve the level of call center service?

The Individualization of the Customer Experience

Call Center Pros

One size rarely fits all. It seems obvious, right?

Branding Your Radio, Podcast, or TV Advertisements With a Vanity Phone Number

CallSource Insights

How to use vanity phone numbers for successful advertising. Radio and television channels were once considered a staple of every business that wanted to get the word out about who they were and what they did.

How to Win with Al and Bots in Your Customer Service Operation

Bright Pattern

AI and bots are the latest rage. But how do you get started? Key Takeaways: • Consumer expectations and the gap companies are facing. • Key stats from industry analysts. Five tips for bots and humans working as one. Omnichannel Customer Support

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.