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.

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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.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

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.

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.

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.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

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.

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 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.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

33 Ways the Boy Scouts Can Improve Your Customer Service

Steve DiGioia

Be prepared; that’s their motto. Be prepared with a rope when you’re hiking, or with a first aid kit and canteen when out in the woods. That’s the stuff they taught us when I was a scout many years ago.

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.

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.

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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.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

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.

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

HelpCrunch

Why Your Agents are Your Best Resource When Selecting Call Center Technology - Cloud Call Center Search

Fred Stacey

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.

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

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.

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 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.

4 Brands Using Cutting-Edge Customer Service Technology

Fonolo

With the powerful tool of social media, customers everywhere now have an expansive platform with which to voice their feelings about their customer service experiences. This puts a huge amount of pressure on call center agents to perform.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.