Sat.Jan 25, 2020 - Fri.Jan 31, 2020

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Don’t Implement a VRI Solution without Considering Your Infrastructure

Certified Languages International

Implementing a VRI solution in a healthcare system can be hectic. You’re fielding questions from end users and trying to coordinate training schedules, all while managing expectations from key stakeholders. It’s enough, even under the best of circumstances, to spike your cortisol levels. But before you can even put your implementation strategy into action, there is a lot of careful consideration that must happen in the early stages of planning in order to avoid a headache later on.

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Predicting customer emotion in the contact center

TELUS International

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How to Prioritize Customer Experience Initiatives

Lumoa

We share best practices on how to prioritize customer experience initiatives. Due to limitations in resources, organizations have to prioritize which initiatives to spend their money on. You have to consider which initiatives have the most potential to impact customer effort for your priority customers.

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How to Build a Shared Mission in Your Contact Center

Monet Software

A sense of purpose enhances retention and performance–but how can it be instilled in the workforce? In the race to build a highly engaged workforce to deliver exceptional customer experiences, contact center leaders are asking some deep questions. That’s because employee engagement isn’t just that age-old survey topic: employee satisfaction. Turns out, being okay with the cafeteria menu, while tangentially linked to overall engagement, is not equivalent to being emotionally committed to a job.

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The Contact Center Manager’s Guide to AI

Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

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Social Media - A Challenge and Opportunity for Customer Service

The Call Center School

Social Media has been adopted, by and large. Whether or not you’re an avid tweeter or adding to your Instagram story daily, it’s safe to say social media is here to stay. What does this mean for businesses? Well, most companies today have embraced social media platforms for marketing purposes, and that’s great! But, if your business fails to acknowledge social media as more than a promotional platform, you may really want to reconsider.

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No Fault Found Returns: a Supermassive Black Hole for Retailers

TechSee

Black Friday is a day that retailers wait for all year, and 2019 was no different. Digital sales for the retail holiday increased nearly 20 percent last year, reaching $7.4 billion across the 4,500 retail websites tracked by Adobe Analytics. Consumers also found their way into brick-and-mortar locations much more often, with many having opted to buy online and pick up in-store (BOPIS).

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How to Run a Successful VoC Program With Salesforce

GetFeedback

In today’s competitive marketplace, it’s more important than ever that companies deliver amazing customer service. Focusing on customer experience just might be the single most critical investment a company can make. But as CX guru Shep Hyken notes, while 80% of CEOs think their companies deliver a great customer experience, only 8% of their customers agree.

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Q&A: How to Streamline Onboarding to Reduce Churn

ChurnZero

Q&A: How to Streamline Onboarding to Reduce Churn. Customer retention and churn prevention start at the beginning of a customer’s journey with your company – in onboarding. This crucial first interaction between your customer, your product, and your team establishes the groundwork that can jumpstart success or accelerate failure. A successful onboarding process enables your Customer Success team to set clear expectations, understand goals, deliver on promises, and build the foundation for a

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Why Omni Channel Service is the Optimal Solution

Ansafone

Businesses are always trying new ways to improve the customer service experience. One of the most successful ways is an Omni channel approach. This is a powerful way to cater to a customer’s specific needs while giving them the choice of how they wish to communicate. We’re going to break down why Omni channel service … Why Omni Channel Service is the Optimal Solution Read More » The post Why Omni Channel Service is the Optimal Solution appeared first on Ansafone Contact Centers.

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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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Guest Post: How Good Customer Service is Defined by 4 Different Generations

ShepHyken

This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. Not many companies think about generational gaps and differences when it comes to dealing with their clients. Some brands think that dealing with customers with uniform responses and procedures increases their efficiency and effectivity—when, in fact, some customers may feel alienated if the sup

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4 Lessons from Scaling a Customer Support Team

Solvvy

When I began working as Director of Support for Handshake, a career community that connects students and employers, I thought my role would focus largely on hiring, managing a team, and improving workflow—but I’ve come to find out that modeling data and automating processes is just as important. And with everything we do, we need to leave room to improvise.

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The Power of Promises

Horizon CX

According to Wikipedia, the definition of a promise is a commitment by someone to do or not do something. As a noun, a promise means a declaration assuring that one will or will not do something. As a verb, it means to commit oneself by a promise to do or give. It can also mean a capacity for good, similar to a value that is to be realized in the near future.

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5 Strategies to Improve Customer Retention With Social Media

GetFeedback

Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers. Customers have multiple options at their disposal. Besides, the competition for customers is fierce these days than ever.

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Your Roadmap to Successful AI Implementations in the Contact Center

CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

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Learning to Consider Others

Customer Service Life

Image by DanaTentis from Pixabay. It’s amazing the customer service insights I gain from raising my kids. We recently moved to a new neighborhood and are thrilled to have multiple kids on our street, including some the same age as my oldest son. This means that our doorbell rings multiple times a day to see if he can play. Being a good introvert (like his dad), he’s often working on a project by himself and would be content to just do that.

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How to Set Customer Service Goals for Your Team

Nicereply

Goals are a great way to add meaning to your workday and give yourself a destination to work towards. Odds are good that at some point in time, you’ve looked up from your desk and thought … what next? Working 8 hours a day, 5 days a week without goals is a sure-fire recipe for burnout. Why are we here? Other than the paycheck, why do I sit here and answer tickets?

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Once Upon A Time In Businessland

ShepHyken

Today I share with you a fable. Once upon a time a great genie paid a short visit to the town of Businessland, where he happened upon three entrepreneurs, each of whom wanted to open an ice cream shop. The great genie offered to grant each of them a wish, but only if that wish would absolutely guarantee the success of their venture. The first entrepreneur said, “I wish for the best tasting ice cream in all of Businessland.

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Meet Customer Contact Strategies: Our January 2020 Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name Customer Contact Strategies CEO/Founder Michele Rowan When founded 2009 Describe your company We help companies design/expand their work-at-home programs for contact centers via custom consulting, public workshops and conferences. What is your background in the industry? 20+ years of contact center leadership experience and 10+ years […].

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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What is CSAT? Definition, How to Measure CSAT & Tips

Callminer

In this post, we discuss customer empathy and why it’s crucial for a positive customer experience, as well as tips for how you can start building and deepening customer empathy in every interaction.

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50+ Customer Engagement Statistics for 2020

ProProfs Blog

“Your most unhappy customers are your greatest source of learning.” — Bill Gates. Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online. Type, type, click, and the damage is done! And we all know, what goes online, reaches everyone and hampers the brand image as well.

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Amazing Business Radio: Bob Chapman

ShepHyken

Employees Matter. Care for Your Employees and They Will Care for Their Customers. Shep Hyken interviews Bob Chapman. They discuss his leadership philosophies and approach to creating a “truly human” culture of caring. Top Takeaways: You don’t need to have an out-of-the-ordinary or “exceptional” background to do exceptional things in business and your life.

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The Contact Center Trends to Watch Out for in 2020

Contact Center Pipeline

When invited to compile this list of customer service trends for 2020, naturally the first thing I did was look back at all of the predictions made the previous year. The influence of AI in the contact center was strongly touted, but in 2020 (after a number of false starts), artificial intelligence will finally start […].

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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Mark Hollyoake gains his Doctorate on B2B Trust

Peter Lavers

Sincere congratulations to one of our associates, Mark Hollyoake , for successfully completing and passing his Doctorate, analysing and proving the constituents of business to business (B2B) Trust. He undertook his Doctorate at Southampton University, focusing on Trust as a dynamic within B2B customer and intermediary relationships. Mark has put his heart and soul into achieving this, and it confirms him as a top thought leader in the subject - as well as being a long-established expert in B2B C

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What Is Multi Channel Customer Service and Why It Is Important

ProProfs Blog

Do you think customers today will take the pain to stand in a queue to resolve a query or ask a question? Obviously they won’t. . The current digitally dominant world has reduced the wait time to seconds , and no one wants to resort to old school methods of communicating with their favorite brands. When they can get everything they want in a jiffy, from wherever they are, the question of walking to a store or calling the support staff only to wait for hours, doesn’t arise.

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5 Top Customer Service Articles For the Week of January 27, 2020

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. Leveraging Trends to Drive Business Success through Customer Experience by Joseph Michelli. (The Michelli Experience) I see my job as curating much of that research and sharing it with you in this context and also helping my clients leverage that knowledge through too

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Top 5 Posts in January

Contact Center Pipeline

The start of the new year is always filled with predictions about which technologies, practices or strategies you need to keep on your radar. It’s also the type of information that holds great appeal for contact center professionals who pushed four of our recent industry forecast editorials to the top of our most-read blog posts […].

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AI for Business Outcomes: Selecting the Right Tools to Drive Results

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

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Chatbots for the tourism industry, a multi-faceted benefit

Inbenta

The tourism industry, an ever-changing sector. The face of tourism has evolved a lot in the past decades. Today’s travelers no longer go to their local travel agent in order to book their trips, they are more and more connected and digitally savvy, doing all their research online. As shown in a study conducted by Expedia, people end up visiting 38 websites on average while planning their travels and increasingly look for personalized offers and travel plans.

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Finish by Jon Acuff (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at Finish by Jon Acuff. Check out the video below to hear Adam’s one win that you can take away from Finish to improve your organization’s customer experience and customer service. [link]. About Finish. FROM THE PUBLISHER: From New York Times bestselling author Jon Acuff, a book for those who want relief from always starting and never being done.

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Guest Post: How Good Customer Service is Defined by 4 Different Generations

ShepHyken

This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. Not many companies think about generational gaps and differences when it comes to dealing with their clients. Some brands think that dealing with customers with uniform responses and procedures increases their efficiency and effectivity—when, in fact, some customers may feel alienated if the sup