Contact Center Pipeline
AUGUST 29, 2018
Hiring and onboarding new employees are processes that no contact center manager takes lightly, especially since high agent turnover remains a top challenge. Compounding this challenge is the fact that many new employees lack the appropriate skills and support required for long-term success. Standardizing an appropriate onboarding process that nurtures new agents is important to […].
CX Global Media
AUGUST 27, 2018
I believe in the human spirit and that we can overcome some of the most difficult obstacles with the proper mindset and approach. When it comes to improving survey scores, most contact centers have way too many obstacles and paths in front of them, so they need to learn to take a path less traveled. Ignore Survey Scores. I am an even bigger believer in the unconventional and creative ways to overcome obstacles.
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Fonolo
AUGUST 29, 2018
It’s a noisy little planet we live on. In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. It’s simply become too loud. This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of bot
Beyond Philosophy
AUGUST 31, 2018
Many times, people do not say what they mean or what they are thinking. Why is this? What are the implications on a customers experience? In this special interview with expert Steven Gaffney we look at the role of honest communication to improve workplace quality and the Customer Experience. Find out more at [link]. The post Why People Don’t Say What They Mean?
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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
AUGUST 29, 2018
When you treat employees like rock stars, they will treat your customers like rock stars. That is what employee engagement is all about. Great leaders have preached that when you treat your employees well, they treat their customers – and fellow employees well. My friend and fellow customer experience expert, James Dodkins, has a great way of saying it: If you want to put your customers first, you need to put your employees first, first.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Toister Performance Solutions
AUGUST 30, 2018
Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. "I have six minutes to solve their problem, and it's not enough time." The technical support agent was sharing her struggle with her contact center's talk time goal.
Beyond Philosophy
AUGUST 30, 2018
Customers that recommend you to other people are the gold-standard of successful Customer Experience. How likely they are to tell their friends and family about you is measured by the Net Promoter Score (NPS), a common metric used by organizations to evaluate their performance in Customer Experience. These customers are your most loyal and the most sought-after of the lot, the “Raving Fans” of your organization.
ShepHyken
AUGUST 31, 2018
This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. The hype around AI is high, but it may seem unclear to businesses, whether they’ll benefit from it themselves. However, there are enough examples that prove that companies can analyze the data to categorize it, find patterns and provide personalized recommendations to their customers.
Callminer
AUGUST 26, 2018
We are happy to share three video success stories from customer's that utilized speech analytics and automated scoring to achieve their overall goals.
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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
Ansafone
AUGUST 30, 2018
Healthcare Contact Center Best Practices Medical centers have unique needs that require healthcare call center companies to ensure compliance with federal regulations, careful handling of high call volumes and delivery of meaningful customer experiences along with implementation of industry best practices [crosslink]. Outsourcing partners provide a host of services for the healthcare industry, ranging from … Best Practices When Choosing Healthcare Call Center Companies Read More ».
Myra Golden Media
AUGUST 27, 2018
For all of my customer service workshops, I like to arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. In the past, I’d just hang out in the back of the room, and I’d approach the front only after I was introduced. But I’ve found that talking to workshop participants before the training starts helps me to connect with my audience before I speak my first word.
ShepHyken
AUGUST 28, 2018
Be Nice… Always. Why (and How) to Put Your Customers at the Center of Your Decisions. Shep Hyken sits down with his close friend, colleague and customer service expert Buddy Rice. They discussed how he helped Delta Airlines with their customer service culture, what customers are really looking for, and the RATER service quality model. ? ?. Top Takeaways: Customers aren’t always looking for money or a “yes” to fix their problems.
Contact Center Pipeline
AUGUST 30, 2018
The end of August signals the end of the summer and, for many, a renewed focus on the workplace. For contact center professionals, this month was all about people. Our most-read posts in August included how to communicate the contact center’s value to top-level executives; how to create better schedule harmony between agents and the […].
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.
ProProfs Blog
AUGUST 31, 2018
Delightful customer experience! A motto every company wishes to follow and abide by at all times. But is it really possible? Guess what, statistics like: Annually US companies lose $62 billion due to bad customer service. 74% customers switch to a different option in market if their purchasing experience has been too difficult. 51% customers never go back to the same organization after experiencing one negative instance.
PeopleMetrics
AUGUST 31, 2018
The following is an excerpt from Listen Or Die by Sean McDade, PhD. Customer service (CS) is critical for delivering a great customer experience (CX). All too often, these terms are used interchangeably, but they are not synonymous— CS is not the same as CX. Customer service is part of the overall customer experience, not the entire customer experience.
ShepHyken
AUGUST 27, 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 Companies Thrive by Making You Obsessed by Tiffani Bova. (Medium) Customer service is still king. My Comment: Tiffany Bova is smart, and I’m especially excited about her new book, Growth IQ.
Contact Center Pipeline
AUGUST 28, 2018
If you’re in the market for workforce management (WFM) software and you don’t know how to get started, consider these two approaches: Use a WFM request for proposal (RFP) questionnaire with multiple vendors. Give the highest weightings to your most critical priorities (anything that you cannot live without). For example, if you are an outbound/inbound […].
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!
Bright Pattern
AUGUST 29, 2018
One of the most compelling reasons to transition to the cloud is that customer satisfaction levels depend on it. Digital leaders such as Amazon, Apple, and Uber continuously deliver a simpler, more immediate and individualized customer experience (CX). These innovators are raising the bar for all market players, leading customers to expect the same level of CX from everyone.
Amity
AUGUST 27, 2018
At Amity, we define persona as a description of a type of customer, including associated job titles, work responsibilities, current goals, pain points, etc., based on research of existing customers. You’ve probably heard of personas helping teams segment prospects and customers in a Sales and Marketing context. However, personas don’t need to be exclusive to those teams.
GetFeedback
AUGUST 29, 2018
If you use Net Promoter Score (NPS) to keep tabs on customer happiness, then you know how painful a low score can feel. While NPS is a valuable customer experience metric , it also opens you up to a lot of criticism from detractors, or customers who give you a score of 6 or below. It’s the feedback no one likes to get: this person would definitely not refer business to you.
BlueOcean
AUGUST 30, 2018
Did you know that 32% of customers worldwide will quit doing business with a brand – even if they love it – because of just one bad experience? This statistic from a PwC survey is an eye-opener for any organization that interfaces with customers on a regular basis. But what constitutes a bad experience? Although the surface reasons may be broad, often the root cause is a failure to evolve the customer service solution.
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.
DMG Consulting
AUGUST 31, 2018
The Next Act: The AI-Enabled Contact Center. In 2005, 13 years ago, I published the book The Real-Time Contact Center. My goal in sharing the concepts in this book was to provide a technical and operational framework for anyone who uses this “delivery and service” vehicle for customer assistance or sales. The idea behind the book was (and still is) conceptually simple – to utilize the real-time capabilities of contact centers to assist people (customers, prospects, partners, public, etc.)
Revation Systems
AUGUST 27, 2018
As unified communications (UC) continues to undergo its own digital transformation alongside healthcare and banking, chatbots have emerged as a key player in the next phase of simplified communications. While some worry that technology like chatbots or artificial intelligence (AI) will jeopardize the “humanness” of certain industries, it’s quite the opposite.
Influitive
AUGUST 31, 2018
ADP is known throughout the world for their human capital management services. In fact, your paycheck might just have ADP’s name on it. In recent years, the way customers learn about ADP’s services has changed. They now conduct extensive research online and seek recommendations from their peers before they speak with a sales rep. ADP.
Liveops
AUGUST 28, 2018
Meet the people handling your most important customer interactions. When you buy traditional call center services, you’re getting the customer service equivalent of a black box. The agents are typically represented by Suzy Stockphoto—a smiling model in a headset—but who is really answering your customers’ calls? Since employee turnover is high, the true quality of these agents is difficult to evaluate.
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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.
Topdown
AUGUST 27, 2018
When it comes to customer care, time is of the essence. Nobody looks forward to dealing with a customer service issue. The sooner a company resolves customer problems, the better.
CSM Magazine
AUGUST 31, 2018
Some people are just naturally good at providing great customer service. They are people pleasers. They pay attention to details. And, it seems to come naturally to them. So, are they born with it, or do they learn it? How do they recognize this is what they are good at? Just a few weeks ago I went through an exercise and one of the questions was about my “entrepreneurial DNA.
Fonolo
AUGUST 30, 2018
Artificial Intelligence (AI) has invaded our lives and is fundamentally redefining the way we work. Across industries, it is widely regarded as a tool for increasing efficiency, boosting productivity, and lowering costs. In particular, AI is having a noteworthy impact on the contact center industry, a space that represents the front line and links businesses with customers.
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