Sat.Jul 18, 2020 - Fri.Jul 24, 2020

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6 Things Contact Center Agents Are Too Afraid to Tell Their Managers

Fonolo

Lots of conversations happen daily at your contact center. But do you know what’s being left unsaid? An open, communicative work environment is the key to a healthy and vibrant work culture. Saying you have an open-door work policy is easy; making sure that your contact center agents feel comfortable voicing their concerns to management is much more challenging.

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Differentiate Your Brand Through Proactive Customer Service

Contact Center Pipeline

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5 Strategies for CX Excellence

PeopleMetrics

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Here they are! Measuring the customer and employee experience is a continuous process, not an event.

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4 Ways to Reduce Agent Turnover in Your Contact Centre

Call Design

One of the most significant challenges that contact centres face is an incredibly high rate of agent turnover, creating a cyclical problem where the Learning and Development team is continuously training new agents for them only to stay with the company for a couple of months. This can be expensive. In this blog, we have four strategies for contact centres that are hoping to retain their agents and reduce turnover.

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The 2023 Verint Experience Index: Retail

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

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Would You Fight to Make Your Customers Happy?

ShepHyken

These are the kind of people—and the kind of company—you want to do business with. First, a little background. I was having a conversation with a colleague and came up with the idea that you shouldn’t have to fight with a company to get your problem resolved or for them to make you happy. They should want to make you happy. Just a couple days later I saw this idea in action, but with a twist.

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Guest Post: How to Attract New Business During COVID-19

ShepHyken

This week we feature an article by Derek Goodman, entrepreneur and creator of Inbizability. He shares some tips on how to gain new customers during difficult economic situations, such as the COVID-19 pandemic. Just a few months ago, your business was as busy as ever. But now, with offices closed and business forced online due to COVID-19, many companies have watched work dry up.

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The Big Mistake People Make with AI

Beyond Philosophy

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Truth in Teamwork: How cross-functional collaboration drives remote resolutions

TechSee

Many enterprises struggle to deliver excellent customer care and suffer from a range of operational inefficiencies due to a lack of inter-departmental communication and cross-functional collaboration. Their agents and technicians are effectively siloed. A rep may promise a customer next-day service but then field service cannot provide a technician.

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24 Marketers, CX Experts & Analytics Pros Reveal the Most Creative Uses of Predictive Analytics to Improve the Customer Experience

Callminer

Marketers, analytics pros, and CX experts named these the most innovative ways companies are leveraging predictive analytics to improve customer experience.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Customer Care Versus Gossip – Tip #8

Steve DiGioia

The other day I heard some people complaining about poor customer service. Each shared their complaints about a past shopping trip that irked them enough to commit the story to memory (those are the worst kinds). One person complained that the store’s workers spent too much time talking to each other and seemed to not care that she was waiting in line.

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The Big Mistake People Make With Artificial Intelligence

Beyond Philosophy

The Big Mistake People Make with AI. Business leaders of today have to understand the technology of tomorrow. Specifically, one would be wise to understand what AI is, how it works, and what problems it can solve for your business. This episode of The Intuitive Customer is a conversation with Bikram Ghosh, associate professor of marketing at the Eller College of Management at the University of Arizona, Tucson about AI in business today and what is possible for your business processes.

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COVID-19 Impact: Recalibrating Human & AI Roles in the Contact Center, Part 1

Contact Center Pipeline

As the global economy gradually reopens under evolving guidance and safety protocols for companies, employees and customers, business leaders are contemplating a vastly altered vision of the future of work from just a few months ago. For many service and support operations, the sudden impact of COVID-19 exposed critical flaws and vulnerabilities in processes and […].

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5 Benefits Of An API Integration In Your Contact Center

Callminer

Contact centers often utilize APIs to create an agent dashboard that combines sales and service information in one central location, introducing gamification initiatives.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Five trends to adopt Post-Covid

Peter Lavers

Peter Lavers recently participated in a Customer Attuned online panel discussion on “adapting to the new normal” He summarised the session with an outline of five trends that need to be addressed in our board rooms and ops planning meetings: Data & insight driven – have you noticed how “the data” and “the science” have come to the forefront during the pandemic?

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Bridging the Gap Between Product and CX

GetFeedback

Three ways for CX and Product teams to work better together in optimizing the customer experience.

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Healthcare Contact Centers: Readiness ROI and What’s Next

Contact Center Pipeline

WFH… work from home. Everyone knows this acronym by now. Just about everywhere you look, people are “working from home.” Yet, this is not the way it was intended to happen! While many folks at all levels in all industries are working from home, this article focuses on contact center agents within healthcare environments moved […].

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What is Customer Value?

Callminer

This article helps define customer value, its importance within any growing organization and how to enhance the value it offers those it serves.

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Contact Center Dialers Demystified

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.

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5 Low-Budget Ways to Improve Customer Experience in 2020

Guru

Providing great customer experience is vital in our modern world. A recent survey found that 66% of consumers rate experiences over price when they make a purchasing decision. Now is the time to look at the customer experience you provide and determine how you can spruce it up — even if you are on a tight budget.

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What you need to know about internal customer service

Toister Performance Solutions

"I won't give you that report." The report tracked the percentage of successful credit card offers made by each sales rep in our contact center. The initiative was created by the marketing department, and a marketing manager controlled access to the report. This was more than twenty years ago, when large reports were printed and distributed as physical copies.

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Why you need to personalize the employee experience

TELUS International

Attracting, engaging and retaining top talent is a key priority for most brands. Discover how you can better personalize the employee experience.

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Termination Letter Examples for Call Centers & Customer Service Pros

Callminer

This article will go over a few key elements of a well-drafted termination and touch on the primary types of termination letters that exist.

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The Open CCaaS Advantage Report

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.

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An Undeniable Choice for Current Times: Move your Contact Center Virtual for the Future to Solve Old Problems, Boost Agent Satisfaction and Drive Productivity

SharpenCX

The room is dimly lit, tightly packed, and windowless. The air seems tense. It’s hard to hear above the clatter of keyboards and phones ringing off the hook. Agents juggle phone calls, quickly type out emails and talk down angry callers. We’ve seen the typical call center in TV shows or in movies. This scene makes for good drama, but today contact centers look different. .

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The Upside Of Customer Experience Improvement In A Down Economy

McorpCX

There's not a lot of upbeat coverage in the media today. COVID-19 statistics and related trends, business closures, social distancing woes, stock market gyrations — it feels like so much is out of our control.

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Taking Your Customer Advisory Board Virtual

Satrix Solutions

Since our inception, we’ve worked with clients to design and execute their Customer Advisory Board (CAB) programs. As business travel has been curtailed due to COVID, several important questions have been raised about the best way to proceed with your CAB, or if you should pause the program entirely. As with many customer experience programs, the answer will depend on a variety of factors.

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A celebratory toast to customer success, CX innovation and helping others

Talkdesk

There’s an ancient proverb that reads, “If you want happiness for a lifetime, help someone else.” The world’s greatest thinkers, for centuries, have agreed that, at its core, happiness comes from helping other people, and we see evidence of this everywhere today, even in the smallest ways. . In my role as CEO of Talkdesk, I have the opportunity to speak with and hear from hundreds of customers and agents each year.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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GPT-3: A Tidal Wave of Hype

Inbenta

What is GPT-3? GPT-3 is the latest AI language model developed by OpenAI which has 175 billion parameters, versus 1.5 billion for its predecessor GPT-2. First described in a research paper published in May, this language-generating software was released last week in a private beta. Since then, some extracts of text generated by GPT-3 have begun circulating on social media and people are quite amazed at what it can do.

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Part 1: Achieving Customer Support Excellence

TeamSupport

“Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product, or brand being supported through the efficient and effective delivery of support.” 1 That’s according to a recent report by ServiceXRG, a research firm that helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence.

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The necessity of monitoring your global contact center networks

Spearline

Contact centers constantly encounter problems such as latency, packet loss, and jitter without ever being aware of the issues. With thousands of calls being handled by contact centers each day, it is difficult to know how many more calls fail to reach an agent, or if the customer is experiencing issues on the lines. These problems are guaranteed to increase consumer turnover for the business and potentially lead to a loss in revenues.