Sat.Sep 29, 2018 - Fri.Oct 05, 2018

What’s Holding Back the Contact Center Industry?

Fonolo

Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal.

What Agents Aren’t Telling You About Working in a Call Center

SharpenCX

Average Americans spend five years of their lives being bored. And, what’s rated as THE number one most boring task that sucks up years of everyone’s life? We’ll let you in on the secret. Watching water boil and waiting for. Read More.

How Do Your Call Center Supervisors Compare?

Call Center Coach

To assure alignment and execution of your contact center business plans, perhaps the single most important ingredient is the effectiveness of your fronltine supervisors.

Take Your Customers Where They Need to Go, Not Where They Want to Go

ShepHyken

On a recent trip to Africa, I had the pleasure of meeting the Governor of Oyo State, Nigeria, the Honorable Abiola Ajimobi. He had a commanding presence and shared many insightful thoughts.

The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

How Does Time of Day Affect How Much We Sell?

Beyond Philosophy

Each of us has a time of day when we are at our best. Likewise, we have times when we are not at our best. These times affect how we behave, and that can have repercussions for your Customer Experience. For example. I am a morning person.

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AI and the Customer Experience: 3 Situations Where Customers Prefer AI

Interactions

OCTOBER 3, 2018 These days, you can’t turn on the. Read more » The post AI and the Customer Experience: 3 Situations Where Customers Prefer AI appeared first on Interactions Resource Center. Artificial Intelligence Customer Care

Amazing Business Radio: Shep Hyken

ShepHyken

The Convenience Revolution. How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty. Shep Hyken shares Six Convenience Principles from his latest book, The Convenience Revolution that will either disrupt the market or be disrupted.

Creating and Sustaining a Customer Centric Culture

Beyond Philosophy

To improve your customer experience you must also become much more customer centric. How do you do this? What should we focus on? Colin and Ryan discuss what you need to do and how this impacts building a great customer experience.

Why Should Core Values be Reflected in Your Customer Experience?

Call Center Weekly

Core Values - The fundamental beliefs of a person or organization. Core Values serve as the guiding light for how everyone in your company interacts, communicates and works with each other, external customers, and the community.

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.

What Kind of Customer Experience Leader Do You Need to Be?

360Connext

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title.

Guest Blog: Experience Will Set Direct-to-Consumer Brands Apart. Convenience Won’t.

ShepHyken

This week we feature an article by Brad Birnbaum who writes about how important it is for companies to deliver great service and create amazing experiences in order to compete with the big retailers and resellers. – Shep Hyken.

4 Keys To Delivering Outstanding Customer Service

Omnicus

Customer service improves customer retention and boosts your bottom line. Here’s how to win the customer service game: Customer Service Customer Experience

Build Your Personal Brand on LinkedIn

Call Center Weekly

Looking to grow your career? Expand into consulting and management? Leverage your customer experience and call center knowledge to hit the speaking circuit? Building a personal brand on LinkedIn is the key to opening new doors. But where do you start?

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

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

Four Familiar CTI Problems and How to Solve Them

InGenius

Advice on how to improve CTI performance in your contact center. Computer Telephony Integration (CTI) is a fundamental component of any modern contact center and plays an active role in boosting agent productivity, reducing expenses and ensuring that customer expectations are consistently met – but it can have its problems, too.

Jenny Dempsey to Speak at ZenDesk Relate Conference

Customer Service Life

In order to take the best care of others, we must first take the best care of ourselves. jennysuedempsey. When it comes to fostering a culture of self-care and supporting our customer service agents to the best of our abilities, we must first set the stage and care for ourselves.

Concentrix Announces Close of Acquisition with Convergys

Concentrix

The post Concentrix Announces Close of Acquisition with Convergys appeared first on Concentrix. 2018 News Press Release

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Four Awesome Tips for Evaluating Your Customer Service Performance

Bright Pattern

As businesses move from brick and mortar stores to online shops, they are able to reach a much larger and global audience base, increasing their sales potential. But that also signifies a significant increase in the competition as more companies are trying to woo the same set of people.

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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.

Over 70% of Inbound Automotive Leads Don’t Book an Appointment

CallSource Insights

How many sales dollars is your dealership losing from poor phone skills? While it is true that the internet has taken up a large part of the consumer’s buying journey, the phone is still key in a prospect’s car buying process. Phone calls are still the initial point of contact with your dealership for 25% of all consumers. During their discovery process, consumers will often call a car dealership looking for more information before stepping foot into the dealership.

Customer Retention Metrics Part 2: How to Keep Loyal Customers Happy and Optimize Post-Purchase Measurements

Relay Blog

What’s one of the best ways to improve your business’ profitability? Hang on to your. The post Customer Retention Metrics Part 2: How to Keep Loyal Customers Happy and Optimize Post-Purchase Measurements appeared first on Relay. Support customer experience metrics post pre purchase retention tips

Top 10 Posts for Customer Service Week Inspiration

Contact Center Pipeline

Happy Customer Service Week! No doubt you’ve already planned a week-long celebration for your customer care team that includes daily activities and recognition for their dedication and hard work.

Fraud costs prevailing in mobile transactions

TRUSTID

With mobile fraud on the rise, a new study found that 53 percent of mid-size to large banks say that identity verification is one of their biggest challenges.

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.

What Does it take to Achieve a Successful Digital Transformation?

Aspect

Over the last few years, digital transformation has been one of the biggest buzzword in business. As the enormous potential of Artificial Intelligence (AI), Robotic Process Automation (RPA), context-based omni-channel operations, analytics etc.

Don’t make these five customer care mistakes

TELUS International

Deliver a better brand experience by avoiding these common customer care blunders

Contact Center Pipeline Magazine: Inside Our October 2018 Issue

Contact Center Pipeline

All the surveys tell us how important quality service is across contact channels. I haven’t seen a survey yet where customers say that service isn’t important. Our customers tell us they give more weight to quality of service than they do for price or product.

The Hidden Partner of a Successful Content Marketing Strategy

AnomalySquared

A successful content marketing strategy, has a hidden partner. Can you guess what it is? Let me give you a hint. What do you do when you have a problem shipping something? Or when you need to update your credit card information? You pick up your phone, right?

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.

10 Must Haves for Cloud-Based Customer Engagement Platforms

Aspect

I’ve had a few interactions recently with customer service departments. None of them have been noteworthy. They weren’t terrible but I certainly couldn’t say that any of them were quick, convenient or exceptional interactions either.

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Beginner’s Guide to Creating Chatbots Using Dialogflow

kommunicate

Dialogflow (previously API.ai) is one the leading chatbot builder platform. In this article, I will show you how to create a simple chatbot using Dialogflow. You will find details about the tools and the technology used while building a chatbot.

The Ultimate CX Infographic, 2018

Customer Experience Matters

Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration. Take a look at last year’s ultimate CX infographic. Here are links to download different versions of the infographic: Infographic: in .jpg jpg format, in .pdf pdf format 18? poster: in .jpg jpg format, in .pdf pdf format. The post The Ultimate CX Infographic, 2018 appeared first on Customer Experience Matters®. Customer experience Infographic ROI of Customer Experience