Sat.May 25, 2019 - Fri.May 31, 2019

4 Ways To Use Call Recordings for Better Contact Center Performance

Callminer

According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution.

10 Steps To Achieve Greater Customer Success

ProProfs Blog

Customer success is not just an alternative buzzword for customer service. Rather it indicates that your business is fulfilling the key objective of delivering excellent customer support.

How to Identify, Attract, and Nurture Your Ideal Customer

Mindtouch

Conversations about customer experience can be so … squishy. I regularly hear talk in leadership circles about being customer-centric and an “outside in” approach. To be fair, many leaders genuinely care about CX.

Amazing Business Radio: Roger Dooley

ShepHyken

Creating a Friction-Aware Culture. Changing Friction to Deliver a Better Customer Experience. Shep Hyken interviews Roger Dooley. They discuss his new book, Friction: The Untapped Force That Can Be Your Most Powerful Advantage , and how it applies to the customer experience.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Why Customer Memories are More Important To Your CX

Beyond Philosophy

I enjoy fishing. When I need a new lure, I go to Discount Tackle on First Street in Bradenton, Florida. When I go in, we have a chat and a laugh. However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it.

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6 Keys for De-escalation

Myra Golden Media

In this webinar, I’ll give you six keys for de-escalation you’ll use to train and coach your employees. I’ll walk you through how to reframe conversations, so customers don’t get worked up while venting.

Starting Over – Part Two

ShepHyken

The sun always rises tomorrow! The other day my friend and one of our avid Shepard Letter readers, Doug Schukar, shared this quote he heard over and over from his father growing up.

Why Uncertainty Can Destroy Your Customer Experience

Beyond Philosophy

Uncertainty influences a lot of our customer behavior. We buy products to reduce the risk in our lives, like insurance. Insurance buys us peace of mind if something bad happens to us or our property. We also buy lottery tickets because, well, someone has to win, right?

Top 5 Posts in May

Contact Center Pipeline

May is generally an event-loaded month for the industry. It’s also a time when blog readership spikes.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Call Deflection strategies in the age of self-service

TechSee

Call deflection is the process of routing a customer enquiry to an alternative service channel. The goal is both to ensure customers receive the answers they are seeking in the most efficient manner and to reduce the number of inbound calls routed to human agents.

5 Top Customer Service Articles for the Week of May 27, 2019

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.

Why Are We Scared of New Technology?

Beyond Philosophy

Why Are We Scared of New Technology? We have some exciting new technology for CX. Facial recognition technology and facial expression analysis yield some new and exciting data about how customers feel during a Customer Experience. The only problem is that many people find it creepy.

Inside View: An Interview with Randal Hiester, Health First

Contact Center Pipeline

Improving service quality and performance is a never-ending quest for contact centers. The quality management process, once mostly carried out post-call for management and agents, has evolved into a real-time activity that is a vital part of a proactive strategy for continuous improvement.

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.

Actionable & Effective Ways to Increase Your E-Commerce Sales

Joe Rawlinson

E-commerce is the fastest growing retail channel and is expected to become surpass grocery retail by 2022. Shopping habits have changed drastically over the past decade, and today, people are comfortable buying almost anything online because of just how convenient, affordable, and safe it has become.

Sales 111

Guest Blog: Ways to Improve Your Customer Experience Online

ShepHyken

This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization.

How To Build A Customer Loyalty Program

ProProfs Blog

Loyalty goes a long way in defining and building relationships between people. Be it our personal relationships or even the relationship we have with the customers. For a business organization, having a loyal customer base is essential for success.

What does it mean and take to be customer service oriented?

HelpCrunch

What does it mean to be customer service oriented? Should you try and adopt this approach at your company? Check out why it's definitely worth a try and where to start. The post What does it mean and take to be customer service oriented? appeared first on HelpCrunch blog. 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.

Ten Ways to Engage Employees and Reduce Call Center Agent Attrition

Ansafone

A busy call center can be a high-pressure work environment for employees. Unfortunately, this issue along with others can lead to a high level of call agent attrition.

The Contact Center Build vs Buy Decision

Talkdesk

One of the common questions we’re asked at Talkdesk is what the difference is between our enterprise cloud contact center and nascent products, such as those offered by Twilio and Amazon, that tout themselves as “programmable platforms”. The answer is that it’s an apples to oranges comparison.

Lessons From The Overlook: Stick to Your Core

Toister Performance Solutions

Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here.

How UJET Became a 2019 Gartner Cool Vendor

UJET

When was the last time you were happy with customer service? You visit the company website and search the “Contact Us” page which offers little to no actual helpful information. You find a phone number and call, only to sit through countless automated options attempting to identify your problem.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Live Chat: To script or not to script

RapportBoost

Chat scripts are a handy tool, especially for chat agents who find themselves often responding to related customer inquiries.

How Call Center Outsourcing Can Make Your Customer Experience Better

Talkdesk

Improving the Call Center Outsourcing Customer Experience Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center.

A Fun and Simple Way to Build Elite Customer Service Skills

Toister Performance Solutions

There are a lot of flight attendants who make air travel more pleasant. I was relaxing on a recent Alaska Airlines flight, traveling home from Fort Lauderdale where I had just spoken at ICMI's Contact Center Expo. A flight attendant slipped me a bar of chocolate when she came by with the drink cart.

Is Call Blocking by Default the Answer?: The FCC's New Proposal

Arbeit

The FCC has a plan to combat unwanted robocalls. TCPA Compliance collection agency software VoIP phone system call center call transparency

voip 83

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Churn Monster: Championless

ChurnZero

Churn Monster #12: Championless. It’s now been a full year since we first launched the churn monster blog series, can you believe it? Over the course of the past year we have featured a new churn monster each month and taken a look at a life-like scenario involving that churn monster (i.e.

The Build vs Buy Decision

Talkdesk

One of the common questions we’re asked at Talkdesk is what the difference is between our enterprise cloud contact center and nascent products, such as those offered by Twilio and Amazon, that tout themselves as “programmable platforms”. The answer is that it’s an apples to oranges comparison.

First Notice Of Loss Should Be Customer Focused

Ansafone

The insurance industry has made great strides in keeping pace with the rapidly changing marketplace. The trends transforming the industry today include customer centricity and emotional relationships.