Sat.Nov 09, 2019 - Fri.Nov 15, 2019

The Metrics to Watch to Improve Outcomes: How to Measure Customer Happiness (& 5 Other Confusing Metrics on your List of Call Center Metrics Best Practices)

SharpenCX

Picture this: It’s the week of Thanksgiving and the phones at my neighbor’s bakery are going wild. See, my neighbor, Christina, runs operations for a chain of bakeries in the Midwest.

Team Leaders: How to Personalize your Agent Training

PlayVox

According to Peppers and Rogers Group , only “65% of companies provide effective tools and training to their agents.” Harris Interactive reports that “.customer customer service agents fail to answer customer questions 50% of the time.”. HR Management for CX CX Culture

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How to Ace Your DIY Customer Satisfaction Survey

InteractionMetrics

The prevalence of Survey Monkey and other DIY survey platforms have made it cheap and easy to implement customer satisfaction surveys. And while these platforms might be right for you, before you jump in, hit pause and think your DIY strategy through.

How to Recruit and Retain Contact Center Talent

Pam Plyler

Ensure your contact center is equipped with the right recruiting, screening, and training processes to boost call center strategies with these three tips

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

How AI Can Make the Holidays Bright

Contact Center Pipeline

The winter holidays aren’t always “the most wonderful time of the year” for the contact center. Time-off requests and spikes in call volume, especially in the retail industry, can bring forecasting and scheduling headaches that rival those induced by too much eggnog at the office party.

More Trending

How Surveys Can Make Service Failures Worse

Toister Performance Solutions

My local car dealership struggles with service. On multiple occasions, I've arrived for an appointment only to learn a needed part didn't arrive as expected. That meant I had to drive home and come back another day.

10 Years Ago, Customer Service Was Appreciated—Today, It’s Expected

ShepHyken

It wasn’t that long ago that you would go to a store, dine at a restaurant, do business with a vendor or call a customer support center and notice how good the customer service was. A great service experience stood out. It was noticed. It was a differentiator.

Guest Blog: Three Surprising Ways You Can Improve the Customer Experience with Cloud IVR

ShepHyken

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated.

The Surprising Affect Your Experience Has on Price Imaging

Beyond Philosophy

Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you. There are many reasons for it, and you are responsible for a lot of them. There is a story that demonstrates this concept that happened in a neighborhood in Boston called Jamaica Plain.

A Guide to Online Communities for Enterprise Organizations

This guide will provide you with an overview of what procuring an online community can do for enterprise organizations, including: How community compliments enterprise priorities. How the community addresses key challenges. Crucial enterprise community features to look for when assessing vendors. Strategic community programs that drive enterprise community success. Examples of enterprise organizations who have seen success with their communities. Not every online community is built or equipped with enterprise intentions. The following pages will provide you with the knowledge needed to make the best decisions for your enterprise organization.

Chatbots vs. Web Chat: 5 Key Differentiators You Need to Know

Connect Managed

Live web chat is a popular way to deliver customer support, in fact, you can argue that some demographics prefer website chat to other channels such as voice or email. Web chat has its challenges though, particularly in terms of scalability.

5 Questions to Ask Before Putting AI into Practice and a Checklist for Success

CSM Magazine

Despite the power of artificial intelligence to transform the customer experience, many AI projects fail at the first hurdle. Henry Jinman at EBI.AI outlines the 5 most common mistakes and how to avoid them using a tried and tested checklist.

5 Innovative Products that Changed Customer Experience For the Better

Nicereply

Luckily, as customer experience has grown in importance, so has the tooling that helps us provide it. Customer Experience, up until recently, wasn’t really in the limelight. People knew what it was, but it didn’t really seem too important.

5 Steps to Prevent “Culture by Accident”

Andrew Mcfarland

Every company likes to believe that they have a unique culture. Indeed, someone once described culture as “the way we do things around here when no one is looking!” So, whether a company invests a little time on culture or. Culture Accidental Intentional

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The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

What is Two-way SMS Messaging and Why do 64% of your Customers Want It?

LiveVox

An Introduction to Two-Way SMS for Contact Centers A two-way SMS platform is one that incorporates outbound and inbound text messaging into a unified service. SMS is one of the fastest-growing channels for business communication.

Lessons for Success from Cloud Communications Providers

Noble Systems

The cloud communications market is fast and everchanging.

Easy to Find: The Data-Driven Approach to Development

Guru

When we think about our daily interactions with technology, “searching” becomes synonymous with “surfing.” Searching has become ubiquitous with the internet—nearly any “connected” action we can perform begins with some kind of a search.

Phone Connectivity and What it Means for Your Dealership

CallSource Insights

Do you know what your connectivity rate is at your dealership? When data shows that phone calls are the second-most-common initial form of contact with car dealerships, you have to pay attention to phone skills.

An Exploratory Research Study: Customer Experience and Customer Self Support

Speaker: Mike Ellis, Marketing Manager, Vanilla Forums

Join Vanilla Forums on Wednesday, August 19, at 12PM ET for a webinar presentation led by Mike Ellis, Marketing Manager at Vanilla, as he shares their research on customer experience and self service.

Why you need more than NPS to drive CX excellence

Eptica

Date: Tuesday, November 12, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why you need more than NPS to drive CX excellence. Published on: November 12, 2019.

Where is the Line Between Forgetfulness and Great Service?

Steve DiGioia

Great service is comprised of many parts and each must be present to create the experience every customer desires. Let’s briefly discuss each one of my top 8 until we get to “memory”. I know you’ll agree with me that it should be near the top of your list. Training.

5 Top Customer Service Articles for the Week of November 11, 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.

Tribalism: Are You In with The In-Crowd

Beyond Philosophy

Tribalism: Are You In with The In-Crowd? As humans, the need to belong is essential to us. Most of us have a deep need to feel we are part of a broader community that shares our values and interests. In other words, we need to find our tribe.

[Case Study]: Multilingual Support Fuels Gaming Company’s Global Expansion

When support needs peaked for video game developer Wooga, they brought in multilingual player support from ModSquad. Learn how this customized solution helped them save money, grow their player base, and free up more time to create compelling, engaging games.

Workforce Automation: The Strategic Savings Solution

Contact Center Pipeline

As one customer recently shared in a G2 review, “We have realized millions of dollars in savings by not only taking advantage of offline time but being able to notify agents when certain performance metrics are out of line, such as extended ACW, allowing them to spend more time focusing on productive work.” Hats off […].

Customer Experience Guide: How to Put your Customers First? | Paldesk

Nikolina Maskaric

Amazing Business Radio: Dennis Snow

ShepHyken

Create a Disney-Worthy Customer Experience. Building a magical customer experience at every level. Shep Hyken interviews Dennis Snow. They discuss how to define an organization’s level of service and company culture by looking at examples from the Walt Disney World Company.

Smart Home Support – 4 Key Technologies to Simplify Service

TechSee

Smart Home technology is expected to become a $151.4 billion market by 2024. However, it still has a long way to go before it reaches its full potential. Many consumers face significant technical challenges as they set about smartening up their homes. While in theory, smart devices should be easy to set up – most are wireless and can be remotely connected – in reality, non-technical customers are often insufficiently skilled to set up these products on their own.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Inside View: Elaine Avery, Atlantic Union Bank

Contact Center Pipeline

Contact center leaders often find themselves faced with the challenge of having to quickly staff up to accommodate business growth and expansion.

Panviva’s Top CX Influencers

Peter Lavers

International recognition as a top influencer / expert in the field of Customer Experience (CX) is not something that WCL Customer Management founder Peter Lavers has actively sought, but it is very much appreciated as it’s independent recognition of his thought leadership and passion for driving the customer centric agenda in business. Cloud Knowledge Management specialists Panviva have again named Peter in their list of top 25 CX professionals to follow.

Is Machine Learning The Future Of eLearning?

Joe Rawlinson

Machine learning is shaping the e-learning space today. Before we get started, let’s understand: what exactly is machine learning? Is it similar to AI? It’s a subset of AI and the two are closely related but each of them performs a different task.