Callminer
MAY 17, 2018
A significant goal for your call center is how to improve first call resolution (FCR) rates and reduce call-backs from customers. First call resolution is arguably one of the most important key performance indicators (KPI’s) because it shows how effective your agents are during conversations with customers. It also measures how satisfied customers are with the service they received.
Beyond Philosophy
MAY 18, 2018
A difference exists between what people say they will do and what people do. People say they want salads in theme parks but order hamburgers. People say they want to save the planet but then ignore the recycling bin. People say they want many choices but then complain that there were too many choices to decide. In short customers are irrational! We recently enjoyed debating this in our podcast Why Are Customers Irrational?
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CustomerServ
MAY 17, 2018
Artificial Intelligence (AI) and Robotic Process Automation (RPA) in Call Centers. Artificial intelligence (AI) is one of the hottest topics in call centers today. Strategic debates regarding its application for customer service, the potential for job disruption and the ethical issues surrounding human work displacement are taking place in boardrooms around the globe.
Brad Cleveland Blog
MAY 15, 2018
The power of one is among the most important principles for any agent to understand. This video shows the impact each person makes on service level, occupancy and average speed of answer. Using actual data, the video makes it clear that every agent matters to both customers and their co-workers.
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ShepHyken
MAY 16, 2018
A successful customer experience strategy is a result of the company’s culture. In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. So, let’s look at the inside of the company. Let’s look at the EX, which is the Employee Experience. The EX is part of the culture.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CX Accelerator
MAY 16, 2018
Ten years is a great deal of time in the life of a mortal. Considering the average life expectancy of a white bloke in the state of Tennessee is only 73.94 years, this is a really long time. Apparently I’d live eight years longer if I moved to Hawaii? Something to ponder for the future. ?? For now, it’s time to explore the past. This week I’m celebrating 10 years working for the same organization.
Beyond Philosophy
MAY 18, 2018
How should I set the price for my product or service? Colin Shaw and Professor Ryan Hamilton discuss how customers separate money into different mental accounts based on many subjective criteria. What does this mean for your pricing policy? The post How Should You Set Your Price For Best Results? appeared first on.
ShepHyken
MAY 18, 2018
This week we feature an article by Gary Anderson who explains why the customer experience creates customer loyalty and generates repeat business. – Shep Hyken. The goal of this article is to touch on three pillars of a business –– product, price, and experience –– and break down which of these three is the most important to driving success. The article will argue that while offering a superior product at a competitive price is a must, it is this third pillar, experience, which can build a brand
Call Center Weekly
MAY 14, 2018
By Anonymous Log into your programs, put your headset on and turn on your phone. That first call of the day means so little to you because you take hundreds of calls a week that are exactly like the one you are about to take. The work environment of a call center rep can make this moment worthless or worthwhile and can dictate your overall career with that company.
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.
Contact Center Pipeline
MAY 17, 2018
In late 2017, ICMI surveyed the contact center community to ask about their challenges for the year ahead. What came out on top? Hiring, training and retaining agents. People-related problems are an age-old struggle for contact centers, which have notoriously high turnover rates. If you’re finding it difficult to find, train and keep excellent agents, […].
Callminer
MAY 17, 2018
The CallMiner team has been watching the Yanny-Laurel debate with great excitement.
ShepHyken
MAY 14, 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. Google’s robot assistant now makes eerily lifelike phone calls for you by Olivia Solon. (The Guardian) Google Duplex contacts hair salon and restaurant in demo, adding ‘er’ and ‘mmm-hmm’ so listeners think it’s human.
TechSee
MAY 15, 2018
All eyes were on the smart home market in 2017. After all, industry experts such as MarketsandMarkets predicted that the industry would be valued at to$137.91B by 2023, growing at a CAGR of 13.61%. Tech giants are all clamoring to get in on the action with Google Home , Apple HomeKit , Amazon Echo and Samsung SmartThings creating buzz, and new smart devices flooding the market at a dizzying rate.
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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.
Contact Center Pipeline
MAY 15, 2018
As the primary architect for Community WFM, I’m always looking for ways to innovate our workforce management solution. Sometimes the opportunity to innovate is staring us right in the face. We all know our industry is in a state of constant change; customer demographics are changing, customers’ expectations are increasing, and more than ever, customers […].
Win the Customer
MAY 15, 2018
Abercrombie & Fitch is counting on direct-to-consumer (DTC) sales to counter the retail apocalypse, Columbus Business First reports. Despite closing 400 stores over the last few years and the prospect of 60 percent of its U.S. leases expiring over the next two years, the fashion brand saw a 4 percent increase in sales, largely thanks to direct-to-consumer sales.
ShepHyken
MAY 15, 2018
The Future is Here: Artificial Intelligence and Bots in Customer Service. How will AI and bots transform customer service in the near future? Shep Hyken discusses the next phase of customer service, automated messaging, with Joshua March, Co-founder and CEO of Conversocial. ? ? ?. Top Takeaways: March shares his Six Pillars of Customer Service: 1) be prepared for crises in social era; 2) lean into the power of messaging; 3) make effective use of bot technology; 4) deploy AI effectively; 5) adopt
Customer Guru
MAY 16, 2018
Why should you be collecting customer feedback? If you would like to see your business grow and prosper, customer satisfaction is not only important but also necessary. Understanding how customers view your products, services and company is invaluable. It is only after you understand their point of view that you know your strengths and weaknesses. Your most unhappy customers are your greatest source of learning.
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!
Contact Center Pipeline
MAY 16, 2018
The old saying, “Good, fast, cheap… pick two,” tells us we can’t have it all. But today’s low-cost contact center technology options send a resounding message that is as odds with this maxim. And it’s not just one or two vendors with this message. It comes from legacy premise solution providers, long-standing cloud infrastructure and […].
Taylor Reach Group
MAY 18, 2018
By Colin Taylor. In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. It has been said that Call Centers produce more data and more measurement opportunities than is possible in almost any other communications channel. But while we know what each of these acronyms stand for, our callers and customers may have a slightly different perspective based on their experience.
Customer Service Life
MAY 14, 2018
The phone is ringing off the hook today. You scan the queue – there are 20 calls waiting. You and the rest of the leadership team hop on calls to help. The chat queue isn’t any better. And, someone just blew up your company Twitter feed with a negative complaint. Those emails, full of questions needing to be answered, will have to wait. The customer you’re speaking to must have missed their cup of coffee today.
Fonolo
MAY 16, 2018
In any industry, sport, or even a good game of poker, success hinges upon a confluence of many factors: Skill, experience, and favorable timing all shape the path towards becoming a champion. Still, it’s easy to get distracted from the basics and take your eye off of the ball. Players in the customer service (CS) game know this better than most. While there’s a lot to sift through in an industry constantly turned on its head by new trends, management styles, and technologies, some basic things a
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.
Kristina Evey
MAY 15, 2018
Embed Core Values into the Customer Experience. Core Values are 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. The core values are the solid foundational building blocks on which your culture is built.
GetFeedback
MAY 17, 2018
Great customer support looks very different than it did a decade ago. Technology has given support teams incredible ways to reach the modern customer. But it’s also opened the flood gates to countless new channels. Once upon a time, customer support agents would split their time between one or two channels (usually phone and email). Today, they might work several channels at once.
360Connext
MAY 17, 2018
The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. I was there among them, wearing my CXPA volunteer hat and announcing some exciting things for their 60+ local networks. But per usual, I was learning from and with my peers.
BlueOcean
MAY 14, 2018
You’re no stranger to RFPs. Love them or hate them, the undeniable truth is that they’re crucial to making informed business decisions about future vendors and partners. The purpose of a contact center RFP is no different: it’s an essential process to use when choosing an outsourcer. However, the contact center RFP is unique and can’t be modeled on the same old RFP template used for other services your company may procure.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Amity
MAY 14, 2018
Understanding your customers is an essential part of enhancing the way of measuring customer success. Although other methods of interaction get more attention, the tried and true customer experience survey can get you the information you need most. What should be included in a customer experience survey? Answers may differ slightly, but experts agree on most of the basics.
Ansafone
MAY 14, 2018
Today’s customers have a preferred communication channel, but not all businesses are ready The ways for customers to contact businesses are rapidly expanding. No longer is the telephone the communication channel of choice. The phone is now merely one option on a list of viable considerations. With these multiple communication channels (multichannel) available for consumers … What is Omnichannel and Why Should You Care?
Omnicus
MAY 15, 2018
Not sure how to increase your NPS? Check out your employee morale rate for a hint! “Kids these days don’t understand the meaning of the word loyalty,” my grandfather would say as he boasted about how he worked for the same company doing the same job for over 30 years.
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