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

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.

 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.

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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?

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.

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.

The Difference Between “Surprise and Delight” and Just “Delight”

ShepHyken

Surprise and delight is a great customer service concept. Or is it? The concept behind surprise and delight is to surprise the customer with a level of experience that they weren’t expecting. Obviously, it should be a positive experience.

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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.

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.

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.

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.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

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.)

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.

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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 ?

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.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

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.

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 […]. Data security call center contact center data security social engineering

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.

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.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Are Customer Satisfaction Score (CSAT) Surveys Still Relevant?

GetFeedback

Customer Satisfaction Score (CSAT) surveys have emerged as the gold standard for measuring how customers perceive their interactions with a brand. However, there are many different survey methods to choose from to measure a customer’s experience — including Customer Effort Score (CES) , Net Promoter Score (NPS) , and many more. Which begs the question: In today’s environment, is the Customer Satisfaction Score (CSAT) survey still relevant? Our take?

Which is the Best Customer Support System for your Company?

OctopusTech

Your customers are the heartbeat of your company. If you are not attending your customers efficiently your business effect badly. But to handle your customers effectively, a reliable system of customer support is needed.

99.5%+ or Bust: How Uptime Impacts Your Customer Experience

Mindtouch

Have you ever awakened in the middle of the night with a gasp, covered in a cold sweat, calling out “Hey Google, how do I fix that error code on my washing machine!?”. Okay, maybe it’s not that dramatic. But the impulse to seek self-service can come at any time.

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.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

What is the Internet of Things and smart homes?

UJET

The smartphone is the center for most consumers. It connects across multiple channels like email, phone calls and texting. The smartphone is supplemented by more internet-connected devices to automate and streamline consumers’ lives. AI Internet of Things Smart Home Automation

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How to Get the Most Out of Training Videos

Toister Performance Solutions

Training videos are increasing in popularity. Platforms like LinkedIn Learning have become vital sources of content for learning job-related skills. There's good reason for this: Videos cost far less than hiring a trainer. It's far more convenient. Video can be more effective than live training.

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. It’s a critical first step—but it is only the first step.

How to Increase Customer Retention?

ProProfs Blog

How do you grow your business? How do you ensure its continued success? Well, one answer to that question is to make more sales, and no doubt that is important, another answer to that is customer retention. And what exactly is customer retention?

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.

Improve Your Customer Service With These 5 Steps

GetFeedback

Working to improve your customer service has always been important, but in today’s highly competitive business environment it’s more essential than ever.

The Rise of the Multi-Channel Agent

The Call Center School

And How to Prepare Agents for the Job. The days of the call center , a center where service to customers over the phone alone is handled, is long gone. In the early 2000s centers slowly started expanding the number of channels and started calling themselves contact centers.

Does Your First Impression Tell Your Story?

Chip Bell

Your mother likely told you that you did not get a second chance to make a good first impression. That is literally true but may not be completely accurate in its intent. But, the point of the power of first impressions is a solid one. And, one to be carefully considered as a service provider.