Contact Center Pipeline
OCTOBER 25, 2017
I love movies. So, I was thrilled to win movie tickets as part of a contact center sales campaign back when I was an agent. However, the coworker sitting next to me hated movies and was not motivated at all by this contest. Everyone is different. What motivates one person may demotivate another. I am […].
ShepHyken
OCTOBER 25, 2017
I was out to lunch with a colleague at one of our local St. Louis restaurants. Rico was our waiter and was taking great care of us. First came the bread and butter. He then took our drink order. He came back with our drinks and asked if we were ready to order lunch. We were. My friend ordered a Caesar salad with chicken. Rico asked my friend if he wanted the croutons left off the salad.
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Beyond Philosophy
OCTOBER 23, 2017
When Richard Thaler of the University of Chicago was awarded the Nobel Prize in economic science earlier this month, he said he’d try to spend his $1.1 million prize “as irrationally as possible.”. That gave me a chuckle, because Thaler is a pioneer in studying the role that irrational human nature plays in economic decisions. His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy.
Callminer
OCTOBER 23, 2017
As companies strive to deliver exceptional customer experiences, they appreciate getting feedback – and its related insights – directly from the customers themselves.
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Contact Center Pipeline
OCTOBER 26, 2017
OK, let’s set the ground rules. We are interested in defining contact center technology that is worth following today. That doesn’t mean we want things that customers expect you to have today (hello, text chat), nor are we going to comment on applications that you should have installed yesterday (yes, screen pops are a safe […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
OCTOBER 25, 2017
As customers, each of us is under the influence all the time. Are we drunk? High? No and no. We are under the influence of our emotions, whether we are aware of it or not. Our irrational reactions to moments in any given experience can influence our behavior, often in ways we aren’t mindful of ourselves. Dr. Ronald Milliman, the retired professor of Marketing at Western Kentucky University, shared an excellent example of this concept in action in a recent Freakonomics podcast rebroadcast.
Call Center Weekly
OCTOBER 23, 2017
By Sean Hawkins A few years back, EdAssist conducted a study on the perceptions of managers and employees regarding professional development. They questioned over 1000 employees and managers, with disparities between the two groups: Most workers, 74%, believe it is employers who is responsibility for career development. Most managers, 98%, believe employees are responsible for their career development.
Contact Center Pipeline
OCTOBER 24, 2017
“Bad guys” seem to be lurking around every corner these days. Whether you are a financial institution protecting people’s money and identities or are defending against fraudulent parties trying to pretend they are your customers, you have to take authentication seriously. And yet you don’t want the identification and verification process to be a burden […].
ShepHyken
OCTOBER 23, 2017
Each week I read a number of customer service articles from various online 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. The Most Costly Mistake In Business by Vala Afshar. (Huffington Post) High performing customer service organizations are changing and redefining performance metrics to better align how they measure service delivery success to their customer expectations, according to the worldwide sta
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Amity
OCTOBER 26, 2017
Ask anyone in sales or customer support regarding important customer success metrics, and almost always, churn is mentioned. Churn is short for ‘churn rate’ and refers to the percentage rate of customer loss or customer defection. And while this is an indicative customer metrics that we should all monitor, it is incomplete. So, when it comes to important customer success metrics, where should you look?
Comm100
OCTOBER 25, 2017
Many of you will be familiar with Google’s autocomplete feature – the suggested phrases which pop up when you start to type in a word or phrase, based on phrases other people have searched for. Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around
360Connext
OCTOBER 26, 2017
For those of us who’ve studied CX for decades, seeing it featured as a “new topic” is a little jarring. It seems every business article now mentions the customer’s journey as if that’s a new revelation. “The journey is just as important as the product!” Wow! (Who knew!?) Now leaders worldwide are resolving to improve CX. Yay! But here’s the thing: Few actually understand what the best CX leaders do with this knowledge.
ShepHyken
OCTOBER 24, 2017
Mikhail Naumov Discusses How AI is a Tool for Customer Service, Not a Replacement. There seems to be a lot of talk about artificial intelligence lately, but what do we really know about it? Is it anything like what we see in the movies, like computers taking over the world, or is it something else entirely? Mikhail Naumov shares in-depth what AI is and what it can do for companies when it is properly partnered with human interaction.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
VocalCom
OCTOBER 24, 2017
At one time, self-service meant forcing customers to perform tasks on their own without the information and support they needed. From banking to booking reservations, people were easily frustrated by complex processes and a lack of reliable human assistance. Today, savvy companies offer self-service as a means of empowering customers to help themselves with confidence and minimal effort.
The Center for Client Retention
OCTOBER 23, 2017
I devour news articles relating to business and customer service – part of my job – and rarely am totally surprised. But, last week in the New York Times, when I read Why Aren’t Paychecks Growing? A Burger-Joint Clause Offers a Clue , I was outraged and disappointed to learn that if you get a job in a fast food restaurant, there are clauses in franchise contracts that prohibit you from both lateral and advancement with another fast food chain location.
Fonolo
OCTOBER 25, 2017
As a customer, you have more options than ever when you want to contact a company. Non-voice channels such as email, chat, SMS and social media have been steadily growing in popularity. It’s natural to imagine that the plain ole’ phone call is past its prime, and declining in importance. While it’s true that the channel mix is shifting, it would be wrong to conclude that phone calls are any less essential to customer service.
CustomerServ
OCTOBER 25, 2017
The call center industry has been growing and evolving for the past few decades. Have you ever wondered just how many call centers and outsourcing providers there are worldwide? It’s a question that we’re often asked, but it’s difficult to answer. The truth is, it’s complicated.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Customer Service Life
OCTOBER 25, 2017
In Episode #34 we welcome our good friend, Sean Hawkins. He’s the Director of Contact Center and Customer Service at Framework Homeownership. Be sure to connect with Sean on LinkedIn , Twitter , and read his blog. Join us as we talk about some of our quirks that make us annoying roommates. We also share some practical ways to keep agents and employees engaged.
GetFeedback
OCTOBER 25, 2017
Salesforce Admins play a critical business role, but they often fly below the radar. We asked two MVPs to tell us what makes an Awesome Admin awesome.
Kayako
OCTOBER 25, 2017
Live chat plays a significant role in your support model yet most live chat experiences still end in frustration! That’s because businesses are failing to focus on the right business objectives. The importance of live chat can’t be underestimated. Deliver live chat incorrectly and you will put customers off using your business: . 83% of consumers report they’ve given up on a live chat session due to frustration. 56% of consumers could not recall a positive live chat experience – ever.
Influitive
OCTOBER 25, 2017
By now, you’ve probably heard the news: the role of the CMO is changing. Gone are the Mad Men-style days when the CMO’s main job was to create flashy ad campaigns. It now requires a range of skills, including: Strategic thinking Organizational alignment to deliver better customer experiences Data-driven decision-making This shift has also changed.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
aircall
OCTOBER 24, 2017
There is no symphony of music sweet enough or sequence of messages smart enough to make 20 minutes of queue time feel acceptable to your customers. In fact, two out of three will hang up the phone if a human hasn’t responded to their call within two minutes. And you don’t need me to explain the consequences of those abandoned calls. They either damage relationships with the customers you do have or prevent you from attracting new ones.
CSM Magazine
OCTOBER 26, 2017
Despite big data, artificial intelligence and CRM customers still appreciate good old fashioned customer service. What does good customer service mean to you? Is it a restaurant owner who ushers you to your favorite table with a warm welcome? When a company accepts a return and gives you a full refund with no questions asked? Or when someone takes the time to say a genuine thank you?
Aria Solutions
OCTOBER 27, 2017
In Shifting the Paradigm of Contact Center Interaction Tracking , we spoke of a paradigm shift that needs to be considered in standard contact center metrics. For the sake of all great social experiences, let’s revisit one of the most common and basic measures of contact center success – the service level. Relying on service level to measure customer satisfaction.
Aspect
OCTOBER 27, 2017
Earlier this year, Florence was nothing more than a hobbyist’s development project, and the chatbot was used as a simple symptom checker. Just months later, Florence has evolved into an automated personal health assistant that helps more than 2,000 people every day with the ability to offer compliance reminders, provide additional medication facts, and even explain what to do in the event that a user misses a dose.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Inbenta
OCTOBER 23, 2017
When it comes to chatbots, businesses want to know one thing. The million dollar question for a market which will be worth billions within a few years is – can my virtual agent answer my customers’ questions? Assuming your chatbot has robust natural language processing ( NLP technology ), the most effective way to do this is through decision trees.
CSM Magazine
OCTOBER 26, 2017
Even though you may not be able to provide 100% customer service all the time, there is one thing you can always deliver to your customers – empathy. When I hear an excellent, and genuine, expression of empathy from a company, I make a note of it. I’ll tell Siri to capture what I heard, or I’ll just type it out. I catalog ridiculously good empathy statements so that I can share them when I’m helping my clients with compassion.
ClearAction
OCTOBER 21, 2017
Customer Experience Management Prevents Process Silos Lynn Hunsaker. Customer journey mapping is an eye-opener about process gaps — especially when it spans the end-to-end customer life cycle. It’s the job of customer experience management to drive smooth journeys and maximize value across the life cycle. Accordingly, it’s the role of customer experience managers to prevent process silos.
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