Sat.Nov 23, 2019 - Fri.Nov 29, 2019

Shifting the Dynamic from Vendor to Partner with Customer Success

Strikedeck

Vincent Manlapaz, in an interview with Kevin Scheper (VP, CS at Drift) talks about the importance of understanding customers' behaviors, motivations, aspirations, and what drives their success. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

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Call Center Metrics: Examples, Tips & Best Practices

Callminer

An efficient call center operation hinges on the ability of management to identify flaws in their systems and practices as well as execute improvement plans to fix these quickly.

The Making of a Contact Center Superagent

Contact Center Pipeline

The universal agent is certainly not a new concept for contact centers. Next-available agent routing models have long relied on the use of experienced agents who have been cross-trained to handle a wide variety of call types, from technical support to billing to sales.

The Top 3 Signs Your Support Team Needs Knowledge-Centered Service

Guru

Stop me if you’ve heard this one. A new customer support manager walks into the office on her first day. She’s excited because from the interviews she had with the director, it seems like this team really knows how to solve tickets, and they just need a few small tweaks to get their CSAT scores up.

Conquering CX in the World of Technology

Speaker: Stacy Sherman, Head of Customer Experience and Culture Transformation

We are in the midst of a technological boom. New technology is being released every year and both employees and customers must adapt to the latest trends. It’s important that organizations are aware of what is available and what will be best for a successful customer experience. Join us for an insightful webinar with Stacy Sherman, where she will provide information on how current technology trends such as sending alerts and notifications can go a long way in improving customer experience and customer loyalty.

Developing an Effective Chat Bot Strategy to Fuel Exceptional Customer Experiences

CSM Magazine

Bots, and the underlying AI that drives them, have become increasingly popular in many Customer Experience and contact center circles, and for good reason. Bots offer extended functionality and enable customers to find answers or support without the involvement of a live agent.

More Trending

Artificial Intelligence: CX As You Like It

NICE inContact

As a liberal arts major in college, there is nothing I like better than invoking the spirit of The Bard (Shakespeare) in my writing. My title borrows from one of my favorite of his comedies, As You Like It.

Five Steps to Finding + Keeping the Right Customers

ConvergeOne

In a previous blog post , we shared how organizations must move toward a customer-centric approach, with a focus on the customer journey as a strategic capability. How, specifically, can you do that? Here are five steps to follow to ensure you find and keep the right customers. Customer Experience

Enterprise Search for Customer Service is a Mistake. Here's Why

Unymira

Enterprise search is a tempting solution for many companies. It promises a quick fix to data silos and doesn’t require migrations, switching software or any dramatic changes to your daily work. Knowledge Base Customer Service Knowledge Management Contact Center

The Contact Center Workforce Manager Skills Series

The Call Center School

Part 2: Skills for Creating Optimized Schedules. Always treat your employees exactly as you want them to treat your best customers.". This quote from Stephen R. Covey, business author and successful entrepreneur, is not just for executives to internalize. It also applies to workforce managers.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Deliver Cohesive Business Results in your Contact Center

Waterfield Technologies

A primary issue when integrating multiple channels and services in your contact center is creating a seamless, cohesive solution. Today we are able to create and implement an extensive, all-in-one […].

8 Customer Journey Analytics Your Customer Success Team Needs to Track

ClientSuccess

It’s important to map out and monitor your customers’ journey to ensure you and your team are doing everything in your power to increase retention and lower churn rates. .

Challenge #2 – Your self-service doesn’t have all the answers

Eckoh

Has your company deployed a self-service app for customers — but your contact center is still getting a constant stream of calls? When this happens, there's only one thing to do.

Customer Experience for Millennials

Ansafone

Millennials as Customers – large and in charge. Millennials, (born between 1980-2000) are set to pass the Baby Boomer generation in terms of purchasing power. This is ot only as consumers but also as decision makers within the business world.

How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

Combating the High Agent Turnover Crippling US Contact Centers

Taylor Reach Group

Combating the High Agent Turnover Crippling US Contact Centers. by JD Fairweather. The revolving door of employee turnover is a source of frustration for any organization.

Customer Satisfaction Score (CSAT) Industry Benchmarks

GetFeedback

If you’re new to Customer Satisfaction Score (CSAT), a good starting point is seeing how you compare to peers in your industry. To do so, you can rely on the American Customer Satisfaction Index (ACSI). .

Do loyalty programs really drive customer loyalty?

TELUS International

CX Best Practices

A Complaint Is an Opportunity

CSM Magazine

In this excerpt from his book, Achieving Excellence Through Customer Service, John Tschohl explains why customer complaints are a golden opportunity for companies to improve their service. If your organization receives virtually no complaints this is not a sign that.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Planning for 2020? Don’t miss out on Key Contact Center Investments

NICE inContact

As we step into 2020, we see companies investing more in Customer Experience (CX) initiatives than ever. There is a clear business case to invest and improve CX – happy customers buy more, are easy to service and bring in new customers through recommendations.

Top 10 Kudos of 2019: Shining Examples of Customer Service at Its Best

BlueOcean

As the holiday season unfolds, we wanted to share the amazing words of gratitude that flow every day from our clients’ customers to our agents. Below you’ll find the best customer service kudos of 2019 (so far!) with quotes directly from the mouths of customers we interact with. MVP Agent.

Guest Blog: 5 Ways To Leverage Technology For A Better Customer Experience

ShepHyken

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. People will forget what you said, people will forget what you did, but people will never forget how you made them feel.

The 7 Telltale Signs of a Company NOT Committed to Customers

Beyond Philosophy

The 7 Telltale Signs of a Company NOT Committed to Customers. I discovered many years ago that I could determine whether a company was committed to customers pretty quickly.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Top 5 Posts in November

Contact Center Pipeline

For many, the holidays are a time to reflect, celebrate accomplishments and consider the year ahead.

2019 State of CX Report from The Northridge Group

Peter Lavers

I was recently asked by The Northridge Group to review their 2019 State of Customer Service Experience report.

When Things Aren’t Going Well, Will You Accept Blame?

ShepHyken

In a recent Shepard Letter, I wrote about the concept of giving recognition to the people who deserve it. Someone being recognized for what they bring to the organization is often overlooked. That’s a shame. People need to be recognized for their contribution to the team’s success.

Smart Home Experience should be Simpler – Consumer Survey

TechSee

The Taylors were delighted with their smart security system and decided to expand their connected home to include smart entertainment and HVAC systems. But after unboxing their new devices, they struggled to install them and couldn’t figure out how to configure the apps. After trying numerous times, they finally gave up and returned the systems. According to data from a new smart home experience survey , the Taylors are not alone in needing more effective support.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Wishing All of Our Readers a Happy Thanksgiving!

Contact Center Pipeline

Today is Thanksgiving Day in the United States. We would like to take this opportunity to express our sincerest gratitude to all of our readers for your time and support of our articles and blog posts throughout the years. Thank you—and have a Happy Thanksgiving! Featured call center contact center

5 Tips to Prepare Your Retail Team to Survive the Holidays

Customers That Stick

The holidays are a special time both for retail businesses and retail employees, a time of great challenge and opportunity. Having worked in retail for many years, I’ve seen how this season can test even the best retail teams.

5 Top Customer Service Articles for the Week of November 25, 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. The Jury Is in on the Future of Customer Experience by Lisa Loftis.