Sat.Sep 14, 2019 - Fri.Sep 20, 2019

After Call Work – Why it Matters and How to Ensure it’s Done Right

TechSee

After call work (ACW) refers to the tasks completed by a customer service agent once the call with the customer has been completed.

Eight Days a Week: The Always-On Contact Center

Contact Center Pipeline

In February 1965, The Beatles released a song called “Eight Days a Week” as a single to the U.S. market before it appeared on the album Beatles VI. It became the band’s seventh No. 1 single in the U.S. in just over a year.

5 Ways to Build Rapport Over the Phone with Your Caller

CallSource Insights

Learn how to build rapport with customers with rapport building questions and great phone skills. The call handler’s role at your business is one of the most important positions. It is a job that takes both people skills and sales skills.

Yes is More Than an Answer. It’s an Attitude!

ShepHyken

Customers don’t like to be told no. Any request or complaint that is met with a negative response may only add fuel to the fire. That’s why I’ve been intrigued for years by Cameron Mitchell’s philosophy—and also the title of his book— Yes is the Answer! What is the Question?

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.

Customer Satisfaction is Declining in the UK. Is the US Next?

Beyond Philosophy

In January, I was surprised and disappointed that research from Nunwood and Forrester, two significant firms in the Customer Experience movement, showed that Customer Experience was flatlining.

More Trending

NPS, CES, CSAT: Which One is the Best Metric?

GetFeedback

NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . How do you get loyal customers?

Guest Blog: Why cross-team collaboration is essential for B2B customer support teams

ShepHyken

This week we feature an article by Robert C. Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . Simply put, B2B support is significantly different than B2C support.

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How To Overcome Organizational Silo’s To Make Progress

Beyond Philosophy

How To Overcome Organizational Silo’s To Make Progress. In The Fellowship of the Ring , Gandalf the wizard calls all the creatures of Middle Earth—the elves, dwarves, men, and hobbits— to a council. Their goal is to determine what to do with the Ring that threatened to end life as they knew it. Gandalf reasoned that since the Ring was a problem for all of Middle Earth, everyone should be involved. A Customer Experience Council (CX Council) follows Gandalf’s lead.

Why Customer Service is Important to Businesses: Top 5 Reasons

ProProfs Blog

Annually, U.S. companies lose more than $62 billion due to poor customer service. Not surprising, considering Americans tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience. .

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Q&A with the Customer Service Summit’s Jasmine Kees

Contact Center Pipeline

The 9th Annual Customer Service Summit will take place on October 23rd & 24th at the Brooklyn Bridge Marriott in New York City. We sat down with Jasmine Kees, the lead organizer of the event, to discuss the Summit and the contact center industry in 2019. This is your 9th year of the Customer […]. Customer Service call center call center events contact center customer experience learning & development

5 Top Customer Service Articles for the Week of September 16, 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.

6 Core Emotions in Customer Experience and Why They Matter

NICE inContact

Sometimes “Customer Experience” feels like a book everyone talks about, but few people actually read. Luckily, the conversation is inspiring and a lot of fun.

Artificial Intelligence (AI) Brings Flexibility, CHOICE for Modern Consumers

Talkdesk

Customers want freedom to move, freedom to choose, and the freedom to create their own experience. We all know the tried-and-true approach of “if you don’t like the answer, call back and get someone else”.

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How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

Startup Life: Accelerate!

NameShouts

Startup life is pictured as immensely demanding. Weekly hours push closer and closer to three digits; emails, papers and tasks amass. The hustle reigns supreme, despite recent pushback against it. So what happens when you introduce acceleration to a startup?

Amazing Business Radio: Paul Selby

ShepHyken

Customer Service Will Never Go Out of Style. Keeping Customer Service Relevant to Self-Service and Proactive Service. Shep Hyken interviews Paul Selby of ServiceNow.

What Customer Churn is and How to Calculate it

Lumoa

What is customer churn? It means that your customer canceled their business with you, or decided not to renew the agreement they previously had. You calculate the churn rate by dividing the # of lost customers by # of customers at the start of the defined period. Feed generated with FetchRSS

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What I Learned from Customer Success Summit 2019

Totango

5 Fun Memories That Made This An Event I Won’t Forget. Customer Success Summit – Team Edition wrapped up last Friday in New York City. Seeing everyone learning, collaborating and sharing was incredibly inspiring and made this definitively the Best Customer Success Summit ever.

How to Build a CX Program from the Ground Up

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

Book Review: The Non-Obvious Guide to Emotional Intelligence

Joe Rawlinson

Emotional intelligence is more than simply focusing on your own emotions. It is how you interpret the emotions of those around you, how you read the room and identify the type of audience that you’re talking with so that you can address them accordingly.

DSW Successfully Incorporates AI into Customer Experience

NICE inContact

We love our shoes! Designer Shoe Warehouse, better known as DSW, continues to find innovative ways to capitalize on that universal truth and keep customers coming back for more.

Keeping customer service consistent for global brands

TELUS International

CX Best Practices

Proving the Value of Customer Experience to Your Executive Team

Nicereply

CX contributes to the overall success of the company with the number of metrics that it impacts, many of which are valuable to cross-functional teams as well as support.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

The Customer Data Platform Benefits You Should Know

Totango

Hidden inside customer data, there are many opportunities to grow and improve your brand, but what if you don’t know what to look for? Say your customer just completed onboarding quicker than the average user, but you missed the chance to recognize their success.

Why an Effortless Experience Isn’t Enough for Customer Loyalty

GetFeedback

A while back, my teammates and I spent hours in a conference room mulling over the concept of effortless experience.

The Devil I Know vs. The Devil I Don’t in the Call Center

NICE inContact

Have you ever heard the saying “the devil I know vs. the devil I don’t” as it relates to making a change to something new? I hear that saying all the time when talking with people about why they are stuck on an outdated call center software platform.

Best practices for personalizing the customer experience

TELUS International

CX Best Practices

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.

The ‘Uberization Event’ – London – 26th September 2019

CSM Magazine

‘Uberization’ is now listed in the Cambridge dictionary. And it is used daily all over the world to symbolise the shift towards a consumer focused, digital economy, where the dynamics between consumer and provider is equitable, transparent and fair.

Tethr raises $15 million to fuel continued rapid growth

Tethr

Over the past several months, Tethr has had the opportunity to work with many CX, customer care and sales leaders on some exciting initiatives, helping them improve their overall customer experience and drive better alignment with their overall brand promise.

KEEP: The Essential Ingredient to KPI Performance Success

Transparent BPO

Belize, where our contact centers are located, is home to Marie Sharp’s , a well-known hot sauce company. While not as popular as Tabasco, the company, named for its founder, produces products made with a unique secret carrot-based habanero pepper recipe.