Sat.Aug 17, 2019 - Fri.Aug 23, 2019

Three Ways Contact Center Staffing and Training Has Evolved

Contact Center Pipeline

It seems like every day we learn about a new brick-and-mortar retail giant that is closing stores across the country. Sam’s Club, Toys R Us, Sears and Macy’s are just a few retailers saying goodbye to physical locations. While some are moving to e-commerce, others are simply no longer competitive.

Setting the Record Straight on CSAT, NPS, and CES

Customer Service Life

Image by Free-Photos from Pixabay. This article was originally published on the FCR blog on July 2, 2019. Click here to read the original. Did you get a chance to read the article in the Wall Street Journal titled “The Dubious Management Fad Sweeping Corporate America?”

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Contact Center Trends that Drive Company Growth

Ansafone

Keeping your contact center up to date with the latest trends and smartest best practices plays a crucial role in business growth. The post Contact Center Trends that Drive Company Growth appeared first on Ansafone Contact Centers. Contact Center contact center customer experience trends

What Can You Do To Create a Better Experience For Your Customers?

ShepHyken

If you’ve ever seen one of my speaking presentations, you’ve most likely heard my story about my favorite cab driver. It is an example of excellent customer service. It’s universal—I don’t know of anyone that hasn’t been in a taxi.

The Secret of Creating Loyal Customers

Beyond Philosophy

I have a few things that drive me crazy in the business world. In this episode of The Intuitive Customer, we are going to talk about how organizations often define loyalty, and why I think they have it all wrong. It makes me upset when I think about it.

The Future of the Contact Center

Contact Center Pipeline

We embarked on a fun little survey this spring to gather input on the future of the contact center. Our focus was on which technologies are expected to have the greatest impact and what that impact might be.

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5 Top Customer Service Articles for the Week of August 19, 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. Which is Your CX Priority: Satisfied Customers or Profit?

Building a CX Dashboard

CX Accelerator

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so

Customer Centricity: Bridging the Gap Between Expectations and Experience

Contact Center Pipeline

It has been almost 15 years since Bain & Company delivered its jaw-dropping statistic on the customer experience delivery gap.

I’m Sorry, We’re a Little Short-Handed Today

Steve DiGioia

never ever say that to a customer I went to my local Petco store last week to buy a few more guppies for my fish tank. I got this tank for my kids a few years ago but they never bothered to look at the tank and I don’t think they’ve ever even fed the poor fish. But that’s another story.

Guest Blog: Omnichannel Customer Service – Why should you implement it in your business?

ShepHyken

This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . Your potential customers want to buy quickly and comfortably through an integrated experience.

4 Lessons from AI Proof of Concept Failures in Customer Service

TechSee

Advances in Artificial Intelligence (AI) have delivered big wins for many B2C companies. AI technologies have enabled biometric identification, voice recognition, predictive analytics and, of course, chatbots.

7 Hacks For Your Small Business to Ensure Strong Customer Service and Customer Satisfaction

Joe Rawlinson

The first step to providing strong customer service is taken by ensuring that all employees within your company have an extensive knowledge of the inner and outer workings of your product or service.

How to Build an Award-Winning Customer Service Strategy

Nextiva

A customer service strategy is a thorough plan to handle customer interactions. It lets you provide a consistent customer experience throughout the customer journey. Improved customer experience results in a more loyal customer base.

voip 104

Amazing Business Radio: John Rossman

ShepHyken

Think Like Amazon. Innovation from the World’s Leading Customer-Obsessed Company. Shep Hyken interviews John Rossman. They discuss John’s new book, Think Like Amazon , and how to utilize the key factors that drive Amazon’s success.

The Purpose Of A Corporation, Redefined

Experience Matters

Almost 200 CEO's redefine the purpose of a corporation. My take: It's all about adding value to people's lives. The post The Purpose Of A Corporation, Redefined appeared first on Experience Matters. Customer experience

Customer Satisfaction Best Practices You Need To Know

Totango

When you meet a customer’s expectations, you make them happy. That’s the basic concept behind customer satisfaction. Sometimes, however, the potential value of your product or service outstrips customer expectations.

Four Metrics that your Utility Contact Center Needs to Track

Fonolo

Following widespread industry deregulation, the energy and utilities sector has become increasingly competitive. With more and more choices available to customers, providing quality customer service is more critical than ever.

Reasons Why A 24/7 Call Center May Be Right For Your Business

TeleDirect

It wasn’t too long ago that companies set the rules regarding when and where they did business. If customers wanted to buy a product or service, they had to get to the place of business during open hours or go without.

Take Knowledge Management Efforts Org-Wide With Guru's Summer Launch

Guru

Knowledge sharing can often feel like a personal pain. You’re shoulder-tapped by that new sales rep, or you get that Slack message from a customer service agent after a recent product update. And while the pain feels personal, the problem is widespread. product updates

How to Measure User Adoption and Increase Your Rates

Totango

Metrics are a means to an end. They are not a goal in and of themselves. Their importance lies in their ability to reveal the customer experience of the product or service so you can add value to that experience and maximize the growth of both the customer and your own enterprise.

Avaya Endgame?

Fonolo

It’s been known for months that industry behemoth Avaya was interested in finding a buyer. Private equity suitors include Apollo, Pemira, and Searchlight (according to this Bloomberg report).

Managing Gen-Z and Millennials in the Contact Center

NICE inContact

Millennials – born between 1980 and 1995 – have been workforce rookies for the past 15 years, but there is a new kid in town, Generation Z.

How to win new customers with better experiences – Part 2

Kayako

In our previous post we talked about what customers were expecting from companies they did business with. In this post we will cover the steps you must take as a business to ensure you’re doing everything you can to remain relevant to your customer at each step of their journey.

4 Main Benefits of an 833 Vanity Number

CallSource Insights

Why should you take advantage of the newest prefix for easy-to-remember custom vanity phone numbers?

WFM Tips: Tip 1 - Planning Scheduled Breaks

Zoom International

An often followed practice in contact centers is to "not let too many agents take their break at one time.". This is a sound approach to staffing if the incoming workload is steady and all employees are working a shift that spans the operating hours.

SHAKEN/STIR and Its Impact to Call Center Operations

Arbeit

In the world of call blocking and labeling, one of the most talked-about anti-robocalling initiatives comes in the form of the SHAKEN/STIR protocol.

8 Ways to Turn Your Contact Center from Cost to Profit

Transparent BPO

If you were to ask many business executives, they would say their customer service contact center is a necessary expense that does not contribute to the bottom line.

Intelligence at Work: Knee Osteoarthritis Labeling Assistant (KOALA) for detecting signs of knee osteoarthritis by IBL

Nuance

As the population ages, arthritis and other musculoskeletal diseases are an increasing cause of physician visits and health care spending. With increased prevalence comes an increased burden for rapid, precise diagnosis and staging, as well as an ability to predict future disability.

How do you gather information about competitors?

Satrix Solutions

The only thing more important than keeping your finger on the pulse of customer and employee sentiment is maintaining a thorough understanding of the competitive landscape.

How Contact Centers can Meet Evolving Customer Expectations

Unymira

How is your company dealing with evolving customer expectations in customer service? Customer Service Customer Experience Contact Center

How to stop your prospects from ghosting you

JustCall

You tirelessly put in efforts to get a prospect interested in your product. You answered their questions at odd hours. Whenever they would ask you to come on call, you would be ready. After 2-3 weeks of back and forth conversations, you are confident that they would be signing up any time now.

Stir/Shaken – Shaking things up for fraud prevention

Nuance

It might be surprising to know that during my time penning this blog, I received a call from “Kate about my small business loan.”

What Are the Best Support Channels for Serving Customers?

Toister Performance Solutions

When I started working in contact centers they were called call centers because that's what customers did. They called. Today, it's very different. Customers have far more options for contacting a company beyond the phone.