Sat.Oct 27, 2018 - Fri.Nov 02, 2018

How Adding A Field for Mobile Phone Can Improve Your Contact Ratio

Calltools

One of the key metrics in for any successful sales team or a competent customer service team is the ability to acquire valid leads, as well as improving your contact ratio. Lead generation forms are a tool that is helpful in acquiring quantifiable leads.

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Why design thinking in the contact center drives CX innovation

TELUS International

Find out how design thinking and journey mapping are elevating the customer experience

5 Little Tricks To Get Customers To Accept Your Word As Final

Myra Golden Media

If you find it hard to get customers to accept your word as final and if too many of your customers just go over your head to talk to a supervisor who will tell the customer the exact same thing, you need to read this.

Always Do Your Best

ShepHyken

Our mantra at Shepard Presentations is to Always Be Amazing. Those three words are very important. They are totally consistent with what we stand for, what I write about in my books and articles, and how we conduct ourselves at work every day. It’s simple…. We want to be amazing for our employees.

The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

Are You Breaking Enough Rules?

Call Center Weekly

I'm reading First, Break All The Rules: What the World's Greatest Managers Do Differently , by Don Clifton. It's so, so good! There are some really crucial lessons but the one that is on my mind the most right now is - great managers do NOT follow the golden rule.

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More Trending

How Customers Make Rules for Themselves

Beyond Philosophy

Customers make rules for themselves that help them in their buying decisions. Some of these rules are common to many people. Some are specific to individual customers. Do you know what your customer’s rules are? How do you find out how to move your customer experience to the next level.

Guest Blog: How to Personalize Your Chatbots for Customer Journey Tracking & Provide a Better Experience

ShepHyken

This week we feature an article by Catalin Corzini who shares information about how chatbots can provide a better experience and how to customize the customer journey when using chatbots. – Shep Hyken. We cannot escape the future.

9 Books I Think All College Seniors Should Read

Myra Golden Media

A bright young Generation Z professional approached me after a customer service workshop last week in Atlanta and asked me for advice. Here’s one of the smart questions she asked me, “What books would you recommend that my younger self, say my senior year in college, should read?

5 Important Trends That Impact Contact Centers Today and into the Future

Contact Center Pipeline

Trends drive business and social behavior, which is why we are always interested in observing and analyzing those that will impact contact centers and their suppliers now and into the future.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

How to Apply Customer Experience Advocacy in Marketing

ProProfs Blog

In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight. Despite its CEO’s apology, the overwhelming online backlash led to a 6.3% drop in the company’s shares in pre-market trading.

5 Top Customer Service Articles for the Week of October 29, 2018

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. 4 Major Customer Service Faux Pas by Holger Reisinger .

Using AI To Enhance the Customer Experience in Call Centers

Etech GS

In the past Companies controlled the buying process and the customer journey, with the IoT that shift has moved to the consumer. If you really want to lead in the marketplace you must focus on customer experience.

What’s the difference between customer service and customer experience?

Call Center Coach

Sadly, Bill Gessert passed away suddenly on October 3 rd , 2018 – leaving behind his beloved wife, Lisa and four adult children and five grandsons. It’s was a complete honor to have had Bill on my podcast The Fast Leader Show.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Digital disruption is changing our lives…and its impact on the contact centre is no different

Aspect

The past few years have seen digital disruption move at an incredible pace, transforming almost every element of our lives; from our ease of access to services to how we purchase goods, and how we lead our everyday lives both at home and in the working environment.

Amazing Business Radio: Sam Stern

ShepHyken

Five Myths About Monetary Incentives. Why Giving Monetary Incentives is a Bad Idea. Shep Hyken sits down with Sam Stern. They discussed Sam’s research on why giving employees monetary incentives for providing good customer experiences is a bad idea.

Incredible Marketing Campaigns to Boost Customer Service

Fonolo

These days, customers are savvier than ever. Generic, sales-heavy marketing campaigns no longer have the same impact they once did. Thanks to social media platforms, customers wield more power than ever before.

Make your team more accessible: The live chat implementation checklist

UJET

Live chat is one of the most popular support channels in 2018. With the ability to provide quick and simple solutions, 79% of customer s say they prefer to use live chat for their inquiries. With this increase in popularity , live chat support is no longer being seen as a differentiator.

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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.

Business Process Outsourcing: An Important Development Lever

Call Center Pros

BPO, or Business Process Outsourcing, is a very attractive business management solution. Indeed, although this concept has existed for several years, many companies see it as an important development lever for 2018. But why such a craze for the BPO?

Best Practices in Digital Callback

VHT

By now, you’ve heard of how digital transformations are changing every facet of modern business, from marketing to risk management and everywhere in between.

Contact Center Pipeline Magazine: Inside Our November 2018 Issue

Contact Center Pipeline

November! It’s that time of year! Halloween has passed, the pumpkins are gone, and now we look forward to spending time with our friends and loved ones at Thanksgiving. As always, Pipeline is here to help during this busy time of year. You can search our article archive and blog for seasonal tips.

The Problem with Proactive Documentation: Flipping the Script With KCS and Guru

Guru

Maybe you’ve been in this scenario before. After a year of working hard as a customer support representative, you get a huge promotion.

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.

On-Premise vs. Cloud-Based Call Center Software – Which is Right for You?

ChaseData

Whether you’re just getting started with setting up your call center or looking at making an upgrade to your software systems, you may be wondering what the differences between on-site and cloud-based software is – and which is best for your operation.

The New Definition of Employee Empowerment

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. The classic definition of employee empowerment never seemed right.

Top 5 Posts in October

Contact Center Pipeline

What’s not to like about October… fall foliage, pumpkin spice lattes, Halloween and, in the industry, Customer Service Week.

A Gurusome Halloween: 10 Guru-Verified Costume Ideas

Guru

Happy Halloween from the guys and ghouls of Guru! We got into the spooky spirit a little early this year with a Halloween-themed bash. We’ve rounded up our favorite costumes from the night for a little last-minute costume inspiration.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

How To Delight Your Consumers And Make Them Promoters?

Dialer 360

The time of the customer, where customer delight, new trend. These days are ends with a simple time of service of satisfaction. Usually, customer delight requires more interaction and best communication. Ultimately leads the best and happier customer in the long run.

Should You Come Clean About Chatbots?

8x8

How Transparent Should You be About Chatbots? When offering customer assistance via a chatbot, do you let customers know they’re not talking to an agent? Or try to make it seem like they’re chatting with an agent? Tell them right out of the gate.

Five Truths for Driving Business Success

The Northridge Group

In today’s fast-paced world, the only constant is change.