Sat.Apr 20, 2019 - Fri.Apr 26, 2019

article thumbnail

If We Could Save Time In a Bottle, Would We? Time Distortion and the Contact Center

Cisco - Contact Center

Jim Croce’s posthumous #1 hit “Time In a Bottle” was noteworthy for two reasons – one, it had a waltz tempo, and two, only three instruments were used to produce the song. More importantly – Croce had it right when he penned “but there never seems to be enough to do the things that we want to do, once we find them.”. Psychologists indicate that humans have a deep aversion towards ambiguity.

article thumbnail

 The Most Common Reasons Customers Call Back

Ansafone

When it comes to gauging the effectiveness of your BPO call center at delivering quality customer experiences, first call resolution (FCR) is the pinnacle metric. FCR tells you how well you are doing at resolving customers’ issues quickly and accurately. When there is a need for further follow-up, customer frustration occurs, which hurts the overall … The Most Common Reasons Customers Call Back Read More ».

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

The Continuing Importance of Customer Loyalty

ChaseData

Businesses spend a lot of time and money honoring and reaching out to their so-called “loyal customers” every year. There is a great emphasis placed on this loyalty – but why? What is the importance of customer loyalty, and what does this term really mean for your business? Here, we examine all of that – and why you should be making an effort to retain customers and keep them happy!

article thumbnail

5 Ways to Empower Agents to Close the Cross-Channel Gap

LiveVox

As digital adoption accelerates, the role of the contact center has become more important than ever while simultaneously becoming more complex than ever. In a recent article entitled, “Why your call center is only getting noisier”* by McKinsey and Company, a business consultant group specializing in business transformation, McKinsey consultants discuss two reasons why the.

article thumbnail

The 2023 Verint Experience Index: Retail

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

article thumbnail

Are You Ready for Facial Recognition Technology in Your CX?

Beyond Philosophy

Brands have already begun using facial recognition technology in their Customer Experience. Walmart and KFC use facial recognition technology. Passengers on Delta check in for flights in the Atlanta airport using facial recognition. Even my phone password is my face. Technology also exists that captures customers’ authentic emotion measurement using facial recognition software.

More Trending

article thumbnail

What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices

Callminer

Learn more about PCI compliance call recording and transcription and read expert tips and best practices for PCI compliance in the contact center.

article thumbnail

Listen to Your Heart (or your calls)

Call Center Weekly

By Diana Aviles I’ve chatted with speech analysts from all walks of life. They speak many languages and are versed in different speech analytics solutions. Despite the fact there are some differences in approaches, we can all agree on the one thing, we consistently struggle to get our organizations to understand: you still need to listen to the calls.

Analytics 175
article thumbnail

Whose Your CX Superhero?

CX Accelerator

This Sunday 4/28 is National Superhero Day! We know from our own community that the network of CX superheroes is boundless! Customer experience can be a difficult job, an ambiguous job, and sometimes a thankless job. Nevertheless, we show up with passion and drive to fight the battles against a whole variety of villains.such as the points of tension in the journey, a lack of CX strategy, the leader that doesn’t believe in investing in the contact center and so many more.

article thumbnail

Amazing Business Radio: Mike Grande

ShepHyken

Music and the Customer Experience. Growing Your Business One Customer at a Time. Shep Hyken interviews Mike Grande, the founder and CEO of Rock Out Loud and The Staten Island School of Rock. They discuss Mike’s successful philosophies of providing an outstanding experience to his customers. The Interview with Mike Grande: Focus on a simple growth philosophy: to grow your business one customer at a time.

Coaching 257
article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

article thumbnail

What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices

Callminer

PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). PCI DSS is a set of strict regulations created to protect private financial information and prevent credit card fraud. To thwart would be fraudulent activity, credit card numbers (both the card number itself and the CV2 security number) must be hidden and protected by any entity which takes and stores the numbers in any way.

article thumbnail

Automate Those Manual Processes

Contact Center Pipeline

Way too many centers have way too many manual process steps, negatively impacting the customer experience and the cost of doing business. Long handle times are the most obvious impact, but it also hinders agent training time, first-contact resolution (FCR), handoffs and consultations. CSRs consistently bemoan the mundane tasks they have to execute and the […].

article thumbnail

Bots and Babel Fish

CX Accelerator

In 2007, I moved to the United Kingdom. This amazing life adventure opened my eyes to cultures, languages, and opportunities I had never experienced in America. Upon arrival, it was clear my American English was not going to cut it in the UK. I immediately started hearing words I didn’t understand, and I’m sure my word choices created some confusion.

CRM 140
article thumbnail

Guest Blog: ‘Why Build It and They Will Come’ Doesn’t Always Work in CX

ShepHyken

This week we feature an article by Chanice Henry who writes about the importance of listening and understanding your customers in order to give them the experience they want. Wish to inspire a step-change in how customers interact with your brand digitally ? You’ll need to rely on more than simply the allure of a shiny new functionality or a brilliant process you have invented. .

article thumbnail

SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

article thumbnail

How integrating social media into the rest of the business will increase revenue

Vonage

Social media teams – both marketing and customer service – often sit by themselves in organizations, likely because management doesn’t quite know what to do with them. But this is a mistake. Integrating with the core business ensures that the social media team is engaged with other business units to share and act upon customer feedback. Customer experience and social media are part of a “continuous cycle” whereby they each feed the other.

Feedback 128
article thumbnail

Protecting Customer Data, Part 2: Top Internal Security Risk—Human Error

Contact Center Pipeline

Data protection systems and tools that are currently on the market offer robust protection against external cyber threats. For most businesses, though, the most significant security risk to a company’s data or systems comes from within—human error. Most (84%) C-suite leaders and just over half (51%) of small business owners cited employee negligence as their […].

Marketing 124
article thumbnail

AI Predictive Maintenance and Proactive Customer Assistance

TechSee

A study by The Wall Street Journal and Emerson reported that unplanned downtime – 42% of which is a result of equipment failure – costs manufacturers an estimated $50 billion per year. The costs associated with downtime continue even after production has resumed. According to the Customers’ Voice: Predictive Maintenance in Manufacturing report by Frenus, approximately 50% of all large companies face quality issues following an unplanned shutdown.

B2C 104
article thumbnail

5 Top Customer Service Articles for the Week of April 22, 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. Why Anxious Customers Prefer Human Customer Service by Michelle A. Shell and Ryan W. Buell. (HBR) It is clear that these technologies are less expensive to offer than human support.

article thumbnail

Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

article thumbnail

How to choose the right text analysis software

Lumoa

What you can do and the benefits of a text analysis software. Find out what you need to think about when deciding on a text analysis software to invest in.

119
119
article thumbnail

A 3-Step Guide for Integrating Coaching into the Call Center

Contact Center Pipeline

There is no question that managers wield a powerful sword. In fact, 75% of voluntary turnover is attributed to poor employee-manager relationships. (You read that right: Three out of every four people who voluntarily leave a company do so because of poor management.) So how can call center managers—and, by extension, their companies—avoid the same […].

article thumbnail

Top 10 Effective eCommerce Tools to Boost Conversions & Improve ROI

ProProfs Blog

Running an eCommerce business is all about surviving the competition and sustaining a steady upward growth in revenue generation. To run a successful eCommerce operation today, you need a lot more besides a competent eCommerce platform, a good range of products, a great shipping service, and some straightforward business policies. You must be willing to invest in some additional tools to ensure your business sustains against intense competition.

Analytics 112
article thumbnail

Introducing Unforgettable: a CX Video Series from Oracle Customer Experience

ijgolding

If you have ever met me; or heard me speak; or read something I have written; you will know that I am a HUGE advocate of the principle of knowledge transfer. As a customer experience (CX) specialist, I am completely committed to sharing as much knowledge as I can with others so that they may advance their personal, or organisational approach to CX. As a result, when I was asked to contribute to a new educational video series on the subject that has become my vocation, it was a very easy decision

article thumbnail

The Open CCaaS Advantage Report

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.

article thumbnail

5 Customer Service Stories that Will Shock You (In a Good Way)

Fonolo

It’s not often that you get to hear exceptional and positive customer service accounts, so today we bring you five that will shock you – but in the best of ways. With each one of these encounters, one can see how brands can foster and forge loyalty with their customers. The individuals in the following stories were so moved by their experiences that they felt compelled to share them with the vast digital world, and of course with their family and friends.

article thumbnail

7 Top Sales Books (And Why You Should Read Them) [INFOGRAPHIC]

CrazyCall

There is a lot of talk on the topic of sales. Everyone tries to find the best solution that will help them improve their sales skills. Some people choose courses, other mentoring but the most go on a hunt for the best sales book. Why is that? List of top sales books: Think and Grow Rich by Napoleon Hill. Steal Like an Artist by Austin Kleon. Jab, Jab, Jab, Right Hook by Gary Vaynerchuk.

Sales 104
article thumbnail

Importance of Surveys in the Digital Age- Interview with Jake Pryszlak

ProProfs Blog

Customer feedback has become an essential aspect to ensure success for all business organizations. Major market players understood this a long time ago and have made customer feedback an integral part of their business. Further, customer surveys have played a crucial part in data collection since their inception and will continue to do so in the foreseeable future.

Surveys 102
article thumbnail

The Role of Human Talent in a Digital-First World

Concentrix

Strike the right balance between digital and human assistance in customer journeys. The post The Role of Human Talent in a Digital-First World appeared first on Concentrix.

97
article thumbnail

Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

article thumbnail

Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights

Kristina Evey

Shownotes… This week’s episode shares employee experience insights from Anne Bakstad from Clearworks. Anne is a customer experience expert with … Read More Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights. The post Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights appeared first on Kristina Evey.

article thumbnail

The Top 5 Customer Onboarding Metrics and How to Leverage Them

Totango

Onboarding isn’t just about introductions; it’s about acceleration. Customers expect to see value from your product as soon as possible, so customer success teams should focus on accelerating the customer journey in order to deliver returns on the investment. Customer onboarding is the period after purchase when your customer is getting to know your product.

Metrics 90
article thumbnail

The Do’s and Don’ts of Excellent Customer Support on Social Media

ProProfs Blog

Long gone are the days when phone calls were the best way to deliver excellent customer support. Modern customers believe that social media is a new better way to interact with the brands when they have questions, problems, or concerns. According to a Smart Insights report, 63% of people expect brands to offer customer service via their social media channels, and 90% of social media users have communicated with brands via these platforms.