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.

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.

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 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.

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.

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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?

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.

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.

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 Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

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.

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.

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.

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.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

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.

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.

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?

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.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

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.

30 Customer Service Tips That Will Genuinely Delight Your Customers Every Single Time

Nextiva

Every business owner will tell you the key to success is solid customer service. Then why do so many businesses struggle with it? There are a couple reasons for this… First, customers are more likely to remember a poor experience with a business or a brand than a good one.

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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.

10 Ways Your Patients Benefit from a Doctors Answering Service

Ambs Call Center

Doctors answering services have been around for a long time. But that doesn’t mean they’re obsolete. In fact, they may be more important now than ever before.

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

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.

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.

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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The AI Creep-O-Meter

Interactions

While we know that the future of AI doesn’t consist. Read more » The post The AI Creep-O-Meter appeared first on Interactions Resource Center. Artificial Intelligence

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3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

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 .

Customer Experience Challenges According to 15 CX Experts

Lumoa

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation.

Synchronous vs. Asynchronous Support Channels: Which is Better for Agents and Customers?

Customer Service Life

This article was originally published on August 15, 2018 on CustomerThink as part of Jeremy’s regular advisor column. Click here to read the original post. I’ve found the topic of support channel mix to be an interesting study in organizations.

Lessons from The Overlook: Why You Should Be a Good Guest

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 to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.