inmoment

MARCH 12, 2020

We’re getting lots of emails these days from airlines, restaurants, schools, and grocery stores—and they’re not survey invitations! Rather, these messages are about what these organizations are doing to prevent the spread of the coronavirus (and how they can attempt to put their customers at ease during this pandemic). As CX professionals, we help our clients leverage our technology to garner insights they can use to drive business outcomes.

Customer Experience 93

Customer Experience Airlines Analytics Call Center 93

Contact Center Pipeline

MARCH 12, 2020

Providing a good customer service experience is more important than ever. One bad experience over the phone can lead to bad reviews, criticism on social media, and—the worst scenario—loss of business. Research from Accenture found that 68% of customers have switched providers because of bad customer service, which means that people are looking at their […].

Contact Center 182

Contact Center Customer Service Analytics Call Center 182

Transparent BPO

MARCH 11, 2020

“If you can’t measure it, you can’t improve it.” That adage, coined by Peter Drucker, a man regarded as the inventor of modern business management, testifies to the fact that measuring performance is vital to the success of any business or industry — including the contact center industry. And one of the best ways to measure improvement in the contact center, according to Jeff Rumburg, co-founder and managing partner at MetricNet , a contact center benchmarking and consult

Benchmark 71

Benchmark Contact Center outsourcing Schedule adherence 71

Guru

MARCH 12, 2020

You slam the snooze button. “I’ve got another fifteen minutes,” you tell yourself. You’re working from home today. No sweaty subway ride. No bumper to bumper traffic. And, as an added bonus, you can even stay in your Frozen pajama pants (side note: this author’s cover is now blown). Ah, remote work. Remote work has earned a media spotlight for all the wrong reasons recently amid panic relating to COVID-19 (coronavirus).

Management 78

Management 78

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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.

Beyond Philosophy

MARCH 10, 2020

Have you ever made a snap judgment about another person only to discover you were wrong? I have. Psychologists call this a Fundamental Attribution Error (FAE), and it can wreak havoc on your customer-driven growth. . We explored FAEs in our latest podcast and the effect they can have on your Customer Experience outcome. We also discussed why recognizing them is essential to your bottom line and some steps you can take to prevent them. .

Consulting 448

Consulting Consulting Call Center Personalization 448

NICE inContact

MARCH 13, 2020

Even for the most obvious investments that drive improvements to your business; the process of building consensus, addressing cultural change and locking down an airtight business case can be troublesome even for the most seasoned business leader.

Contact Center 62

Contact Center Best practices Cloud contact Call Center 62

ShepHyken

MARCH 11, 2020

Every company wants to have good employees. More importantly, they also want the right employees. There’s a difference. The smartest person in the world may not end up being a good cultural fit for a company. Every company has a personality, and the people they hire must possess the right skills, character and behaviors to fit in. This differs from company to company, so what works for one may not work for another.

Personalization 333

Personalization Customer Service 333

TeleDirect

MARCH 11, 2020

Does your call center rely on improvisation? Could your contact platform use a communication protocol that’s more in line with your products, services, and overall brand message? Custom call scripts can help. Most contact centers, including TeleDirect’s outsourced call services , use some sort of base script content to develop an overall communication theme, or at the very least provide a basic structure to build out custom messaging across your departments (sales, service, etc.).

Scripts 106

Scripts outsourcing Business Process Outsourcing Call Center 106

Monet Software

MARCH 12, 2020

5 Basics Every Call Center Must Get Right. Employee engagement is a powerful force. An engaged workforce is associated with better customer retention, lower turnover, greater productivity and among publicly traded companies, even higher stock price. Enticed by these benefits, some contact center leaders dive into employee engagement strategy with motivational speeches and recognition programs to fire up the team—only to find the initiatives don’t move the needle.

Employee engagement 77

Employee engagement Contact Center Call Center Morale 77

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.

Customer Experience

Beyond Philosophy

MARCH 7, 2020

We all misjudge other people’s motivations at times. The academic term for it is a Fundamental Attribution Error (FAE). An FAE describes how we misinterpret our limitations and the motivations of others and how we mistakenly attribute successes and failures for ourselves and others. This episode of The Intuitive Customer explores FAEs’ effects on customer-driven growth.

Consulting 293

Consulting Consulting Customer Experience Management 293

Steve DiGioia

MARCH 9, 2020

Reevaluation. It’s a tried and true method to improve your customer service. But how many use this often enough to benefit from its findings? Good question. Sure, each business is different and with specific challenges to be addressed, so the important thing is that you start finding tactics that can make a difference in your business and put them to use right away.

Advertising 310

Advertising Sales Feedback Consulting 310

Contact Center Pipeline

MARCH 11, 2020

As the next decade is upon us, we should all take a minute to understand the big trends that are going to impact our contact centers. Do you have anxiety about the bots? More broadly, are you thinking about how technology will impact how business is conducted in the contact center? Don’t worry about the […].

Contact Center 294

Contact Center Technology Call Center 294

ShepHyken

MARCH 9, 2020

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. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. (SmarterCX) The chatbot age is here.

Customer Service 309

Customer Service Chatbots Customer Experience Personalization 309

Advertisement

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.

Self service

Callminer

MARCH 12, 2020

Accommodating regulatory guidelines and remaining compliant with strict mandates can be tough for any call center organization to do. As communication technologies continue to evolve, so too do the various threats that target them. Call centers are at the bullseye in terms of their strategic attractiveness for malicious actors. Such organizations regularly intercept and process important, sensitive data pertaining to customers and clients across a large variety of industries.

Call Center 182

Call Center Analytics Best practices Government 182

CX Accelerator

MARCH 9, 2020

Author: Erica Marois Have you ever found yourself in a situation where you didn’t feel like you belonged? Perhaps you’ve felt this way in a work setting. Maybe you’ve been sitting at a boardroom table feeling unprepared, overwhelmed, and out of your league. Or perhaps you’ve just started a new job, and you’re second-guessing that you can do the work.

Advertising 182

Advertising Contact Center Management Customer Experience 182

Contact Center Pipeline

MARCH 10, 2020

We have all used your products for many years. I am thrilled to have the opportunity to sit down and discuss the organization behind these solutions. You have enabled our abilities to work remotely and securely. (I even shredded my cheatsheet of passwords for your product! And, that is saying a lot!) My conversation with […].

Chatbots 182

Chatbots Customer Support Contact Center Call Center 182

ShepHyken

MARCH 11, 2020

Every company wants to have good employees. More importantly, they also want the right employees. There’s a difference. The smartest person in the world may not end up being a good cultural fit for a company. Every company has a personality, and the people they hire must possess the right skills, character and behaviors to fit in. This differs from company to company, so what works for one may not work for another.

Personalization 156

Personalization Customer Service 156

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.

Contact Center

Callminer

MARCH 8, 2020

This article describes how contact center scheduling can be simplified with software and what you can do get the best solution for your organization.

Best practices 182

Best practices Call Center Contact Center 182

CX Accelerator

MARCH 9, 2020

Author: Erica Marois Have you ever found yourself in a situation where you didn’t feel like you belonged? Perhaps you’ve felt this way in a work setting. Maybe you’ve been sitting at a boardroom table feeling unprepared, overwhelmed, and out of your league. Or perhaps you’ve just started a new job, and you’re second-guessing that you can do the work.

Advertising 182

Advertising Contact Center Management Customer Experience 182

TechSee

MARCH 9, 2020

To mitigate the impact of crises such as natural disasters, epidemics and terror attacks, leading companies are adopting innovative remote assistance methods to address the safety concerns of their employees and customers. Organizations will often ask staff to work from home in order to minimize physical contact and because transportation is limited.

Transportation 136

Transportation Contact Center Consulting Consulting 136

ShepHyken

MARCH 9, 2020

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. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. (SmarterCX) The chatbot age is here.

Customer Service 156

Customer Service Chatbots Customer Experience Personalization 156

Advertiser: ZoomInfo

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

Technology

Callminer

MARCH 11, 2020

Read this article to learn more about a few relevant regulations call centers must abide by to ensure the information they process remains secure.

Call Center 182

Call Center 182

GetFeedback

MARCH 10, 2020

The relationship between digital experience and CX explained. We break down the role DX plays in CX and why it matters for brands who want to grow in the experience economy.

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Taylor Reach Group

MARCH 10, 2020

By Patricia Ballantyne. Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. You can also obtain a CCXP (Certified Customer Experience Professional) certification, which recognizes professional credentials and expertise in this area.

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

Concentrix

MARCH 9, 2020

CUSTOMER magazine award recognizes innovative customer experience technology solutions TMC announced today the winners of the 2020 CUSTOMER Products of the Year Award, presented by CUSTOMER magazine. The award highlights products which enable clients to meet and exceed the expectations of their customers. “Every year I am so impressed by each winning company’s dedication to quality in.

Technology 121

Technology Customer Experience 121

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

Journey mapping

Teresa Allen

MARCH 9, 2020

As a customer service speaker, I am a frequent traveler on multiple airlines. Over the past week, I have received communication from several airlines re changes in policies amid the Coronavirus spread. As a customer, I felt some were far better than others and thought it would be interesting to evaluate a few if them from a customer communication / customer service perspective.

Airlines 106

Airlines Customer Service Personalization 106

Aspect

MARCH 9, 2020

A couple of years ago, I went to Mexico for a wedding. I had a great time, many frozen daiquiris, and, (unrelated to the daiquiri consumption) my credit card number swiped. A side effect of Cabo San Lucas I thought. But it turns out that that credit card was connected to several things that I wasn’t even tracking including a monthly charitable donation and an auto-pay arrangement for my electric bill.

Customer Experience 104

Customer Experience Accountability Customer Care Marketing 104

TeleDirect

MARCH 11, 2020

Every employer appreciates a hard day’s work – and most employees are up to the task. From doctors to engineers to service employees, employees are more than willing to put in the required hours (and at times, overtime hours) to accomplish any job. And all for good reasons…show your employer you can be counted on to deliver in the clutch, and the perks – increased compensation, time off, promotions – are just some of the incentives that drive the employer / employee “scratch my back, and I’ll s

outsourcing 103

outsourcing Morale Call Center Engineering 103