Sat.Nov 24, 2018 - Fri.Nov 30, 2018

Three Lesser-Known Variables That Can Impact Forecasting Data

Monet Software

Great forecasts are the result of many factors: collaboration with your marketing and sales teams, consistent agent performance that makes it easier to anticipate staffing requirements, and a workforce management solution that delivers precise results. But it all begins with data.

Create Safety or You’ll Never Get Performance

Contact Center Pipeline

In his excellent 2018 book, “The Culture Code,” Daniel Coyle writes extensively about the concept of “safety” in company cultures.

How to Get the Most Out of Your Call Center Scheduling

ChaseData

For most business owners and operators, scheduling is a priority. Ensuring that their workforce is available when they’re needed and that customers are being served is just part of creating a positive work environment and establishing good customer service.

Digital Transformation: The Unexpected Opportunities and Surprising Problems for Customer Experience

Beyond Philosophy

I don’t go to a store looking for a product these days. What’s more, it occurred to me a couple of years ago that I no longer Google products that I want to buy; I “Amazon” them. I suspect many of you do the same. In many ways, Amazon-ing products is a result of the digital transformation.

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.

5 Things You Never Knew About Building Rapport with Customers

Myra Golden Media

Want to set yourself up for success each time you interact with a customer? In my newest training course for LinkedIn Learning, I help customer service reps establish a genuine, human connection.

190 Billion Reasons Why You Should Find the Root Causes of Complaints

Callminer

I was fascinated by a story about the cost of complaints based on a study by the Institute of Customer Service.

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Customer Happiness and the Problem of Choice

Beyond Philosophy

My local diner has a menu that looks like a spiral-bound book. Breakfast served all day!” it says, before presenting me with four pages of breakfast fare, then another six that seem to span the globe. Fried chicken and waffles. Burritos. Spaghetti and meatballs.

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Behind the Scenes with Our Customer Service eLearning

Myra Golden Media

This week has been dedicated to customized customer service eLearning for some of my favorite clients. Well, all of my clients are my “favorite.” ” People often ask me how we put together our tailored online training for clients. So, I decided to take you behind the scenes.

Let Your Customers Tell Your Story

ShepHyken

In the past, I’ve written and talked about “ Telling Your Story.” The idea is that you look to create the “legendary” type of stories that come from your employees and set the bar for the customer experience you want to deliver.

Top 5 Posts in November

Contact Center Pipeline

Holiday travel provides a lot of down time (aka blog reading time) at the airport, on trains, as a car passenger. Pipeline blog readers took advantage of their spare moments this month to catch up on the topics that are trending and some that are always relevant for running a high-performing contact center. The following […].

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.

Understanding Customer’s Mental Budgets

Beyond Philosophy

Customers tend to partition money and resources into different categories and this affects their spending patterns. What are the implications of this for you? How can you use this to take your customer experience to the next level? Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Understanding Customer’s Mental Budgets appeared first on. Podcast

Ten Dumb Things Smart Contact Center Executives Do

Taylor Reach Group

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. Yet these bright, bright people still manage from time to time to do things that defy understanding.

Amazing Business Radio: Annette Franz

ShepHyken

It’s All About The Customer. Using Journey Mapping to Put the Customer Back into the Customer Experience (CX). Annette Franz returns to Amazing Business Radio to discuss becoming more customer-centric, how to understand your ideal customer, and journey mapping. . .

The 3 Fundamentals Everyone Always Forget with Internal Customer Service

Myra Golden Media

Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers. Customer Experience Design Internal Customer Service

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.

Where Does the Next Customer Service Superstar Come From?

Steve DiGioia

This original article was written by Steve DiGioia. Here are two questions for you. 1) Where does an employee receive the necessary skill set to become a customer service superstar? 2) How can we identify the needed traits of a potentially great service provider?

Securing Network Access for Call Center Staff

Call Center Weekly

The importance of getting access management right cannot be overstated. You need to make sure that anybody accessing your systems – and the data within - is exactly who they say they are.

Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals

ShepHyken

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken.

Cisco Recognizes ConvergeOne as Software Partner of the Year

ConvergeOne

Cisco recently recognized ConvergeOne as its Software Partner of the Year for US West at the Cisco Partner Summit 2018 in Las Vegas, Nevada.

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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.

The Ultimate Playbook for Live Chat Customer Service

GetFeedback

Today, companies must provide customers with personalized, seamless customer service across all channels. But that’s not all—the modern customer also expects to receive speedy support from a real person, which means the days of putting customers on hold are over.

Blue Ocean Promotes Sean Miller to Director of Workforce Management

BlueOcean - Customer Service Blog

Sean Miller, Director of Workforce Management. Blue Ocean, an award-winning provider of customer care solutions, announces that Sean Miller has been promoted to Director of Workforce Management.

How InVision Empowers Its Sales Team to Have Better Conversations

Guru

InVision is a digital product design platform that powers exceptional user experiences. As sales enablement manager at InVision, Mike Garber provides the sales team – which is completely remote – with the knowledge and training they need to communicate effectively in market.

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Employees Want To Make A Positive Impact

Customer Experience Matters

What motivates employees? This may seem like a difficult question to answer, but it’s not hard at all. There’s one overwhelming answer: Making a positive difference. In our latest consumer benchmark study, we asked more than 5,000 full-time U.S. employees to select which of eight job characteristics they felt was the most important. Here’s what […]. Customer experience Employee Engagement

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.

Are you keeping up with changing holiday trends?

TRUSTID

There’s no question that the holiday rush is a little maddening. The pushy crowds and endless lines are more than enough for consumers to seek other ways to take advantage of special deals and purchase gifts over the busy holidays.

Customer-Centric Marketing: Align for Growth

ClearAction

Customer-Centric Marketing: Align for Growth Lynn Hunsaker. Customer-centric marketing has several layers of meaning. The most popular layer means personalization of communications, toward increasing customer lifetime value.

Anticipating Customers’ Needs is the New Customer Service

Return Customer

Telegrams first gave way to the telephone which were then made obsolete by smartphones. Everything around us is evolving and so is customer service. Most businesses today have three or four channels of communication that allows customers to reach to them via phone, email, live chat and so on.

5 Top Customer Service Articles for the Week of November 26, 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.

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.

Contact Center and Back Office Talent Acquisition and the Knicks

Call Center Weekly

Your former Recruiting team just took you through a PowerPoint presentation in which they proudly announced that Recruiting should hence forth be referred to as “Talent Acquisition.” Great!

Concentrix Wins European Contact Centre and Customer Service Awards (ECCCSA)

Concentrix

Most Effective Client Program London, UK – Our team in Bulgaria won “Most Effective Improvement Program” at the ECCCSA awards gala in London on Nov. 27, The post Concentrix Wins European Contact Centre and Customer Service Awards (ECCCSA) appeared first on Concentrix. 2018 Award News NewsClip

Make Service Neapolitan, Not Vanilla

Chip Bell

I have a confession, I almost always go for the “off the beaten path” choice. Tried and true is typically trumped by “I’ve never had that before.” So, you can imagine my reaction when the waiter seated us and handed us the breakfast menu with the announcement: “The buffet is a much better value than a la carte.” But when he saw my nonplused reception he added, “…but none of the local flavors are on the buffet.”. So, what did his announcement really mean?

Black Friday By The Numbers

Branch Mesenger

Did you hit the mall or a physical retail store this past Friday? If you skipped the store for mobile deals, you're part of an ever-growing, ever-shifting audience of consumers who are increasingly taking their dollars online.

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Your Complete Customer Engagement Handbook

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