Contact Center Pipeline
JULY 26, 2018
The idiom “add fuel to the fire” dates back to Roman times. The expression, as defined by the American Dictionary of Idioms, means to “worsen an already bad situation, as by increasing anger, hostility or passion.” Let’s face it… handling customers day after day in any contact center can yield the same inevitable and unpleasant […].
SharpenCX
JULY 24, 2018
Are your agents happy, or happy enough? A revolving-door of agents (on average, 45 percent) isn’t good for morale, or for your customers. Recruiting and training new hires cuts into valuable time that could be spent on coaching and development opportunities, refining the skills of committed, engaged agents. We have to talk about agent experience [.].
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Callminer
JULY 22, 2018
When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. And it is no surprise that the number of home-based customer service agents is expected to grow at a compounded annual growth rate of 36.4%. It is one of the strongest expansion levels of any outsourcing market sub-segment.
Beyond Philosophy
JULY 26, 2018
Have you been to the Congo? If not, can you describe the weather? How about the vegetation? Now tell me why you thought that? Did you see a movie or read a book about the Congo? Did you travel to a nearby country and guess that the Congo was probably a similar experience? Did you or someone you know someone who went to the Congo? Now, to be clear, there isn’t a wrong answer here.
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ShepHyken
JULY 25, 2018
Customer service and customer experience (CX) have become as hot of topics as any in business. Owners of small businesses and leaders of the largest companies recognize the importance of CX. It’s what drives our business. It’s become a customer expectation. Don’t deliver on the CX and the customer will find someone – or some company – that does. And, not only do you have to deliver on the experience, you have to stand out and be different.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
JULY 24, 2018
During the recent Customer Contact Week event, I had the pleasure of joining CallMiner customer, Emily Deragon, a senior solutions manager for SiriusXM in a podcast.
Beyond Philosophy
JULY 27, 2018
Colin Shaw and Prof. Ryan Hamilton explore how positioning your message is critical in communications from an leader and from a marketing perspective. How is this best achieved? Listen to Colin & Ryan debate this and get tips of what you can do. The post Are You Using This Communication Tool To Best Effect? appeared first on.
ShepHyken
JULY 24, 2018
The Holy Grail Of Customer Experience. How any sized business can create customer experience and loyalty. Shep Hyken sits down with Craig McVoy , founder and Chief Experience Officer at Beyond Brand. They discussed Craig’s new book Beyond Brand, the seven customer experience principles every business must follow and the questions you must ask if you want your brand to compete in 2018 and beyond. ?
Contact Center Pipeline
JULY 25, 2018
Our annual challenges and priorities survey, as well as our project experience, show that high attrition, absence and adherence issues, and the uphill battle to gain budget approval for additional staff remain pain points for many centers. While technology is not a “white knight” riding in to solve the staffing problems, I’m willing to bet […].
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!
Callminer
JULY 21, 2018
Do you use outsourced contact centers? These 4 vital measurements can help evaluate the effectiveness of BPO processes and agent performance.
TechSee
JULY 24, 2018
Developing a customer centric culture in a large enterprise goes beyond addressing a customer by name in an automated email, or segmenting by interest; it is a holistic approach designed to focus on the consumer’s authentic needs. This approach enables the enterprise to engage him in a personal way, ensuring that his needs are met at every stage of the customer journey.
ShepHyken
JULY 24, 2018
The Holy Grail Of Customer Experience. How any sized business can create customer experience and loyalty. Shep Hyken sits down with Craig McVoy , founder and Chief Experience Officer at Beyond Brand. They discussed Craig’s new book Beyond Brand, the seven customer experience principles every business must follow and the questions you must ask if you want your brand to compete in 2018 and beyond. ?
Customer Service Life
JULY 23, 2018
Did you (or do you plan to) take your lunch break today? I mean, really take your lunch break? Move away from your desk, actually eat a meal and maybe even talk with your coworkers? You may have worn (or currently still wear) the badge of hours worked. When you’re trying to get everything done, you rarely take your breaks. Yes, even if you are a salaried employee, you’re still human and you still need to take a break.
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
Customer Guru
JULY 25, 2018
Most often, companies are well aware of the issues their customers are facing. And at times that could be a deterrent to taking customer feedback seriously. In several of my early discussions with clients, when I ask them to read every customer comment and act on the feedback to improve customer experience, I am told “We already know what is ticking off our customers and we are working on solving those issues.
Fonolo
JULY 25, 2018
Attention all call center managers: It’s time to talk about you. Picture it: You are the fearless leader of a call center team in 2018. Much like the call centers of old, your agents are grappling with 1) surges in call volume (both expected and unexpected); 2) evolving technologies; 3) increasingly complex customer cases; and perhaps most important of all, 4) the latent human desire to be appreciated, acknowledged, and active in the work environment.
Toister Performance Solutions
JULY 26, 2018
Matt Beckwith is a huge Chick-fil-A fan. Well, at least he was until the company repeatedly failed to respond to a simple question about ice cubes. Beckwith tried calling, but wasn't able to get a live person on the phone. So he turned to Facebook Messenger and sent a message on two separate occasions without getting a response. As he wrote on the ICMI blog , his enthusiasm for Chick-fil-A has suddenly dampened.
Call Center Weekly
JULY 26, 2018
By Katie Westphal Customer's experience and expectations are constantly evolving. Quality is an amazing way to keep up with the times, and understanding your demographics. The only consistency in call centers is that things always change. Quality has an innate reputation for being “those people” that dig for your bad interactions and “ding” you. Nothing could be further from the truth!
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.
Ansafone
JULY 27, 2018
Customer experience should guide all that a contact center does Customer experience (CX) is more than a slogan or hot buzzword for customer service excellence. Instead, it’s a mindset, guiding everything a contact center does. What is customer experience (CX)? Customer experience is the cumulative result of all interactions between a customer and a … Does Your Contact Center Provide an Exceptional Customer Experience?
Return Customer
JULY 25, 2018
While customer acquisition may be at the top of your list, customer retention should be as well. Your company may produce the best or only product of its type on the market, but without good customer support, your business will have a hard time holding on to customers. Your customers want quick and efficient support when they need it if they are not getting that they will go elsewhere.
OctopusTech
JULY 22, 2018
In the last couple of years, there has been a real revolution in the way consumers react with brands. Ever since the customers can reach the company via phone, there has been a tremendous decrease in the amount of letters sent to these companies. Another major impact came with the arrival of emails and web forms that have not only made our interactions with the companies that much easier but also given us the required time to organize our thoughts and prepare all details in advance.
AskNicely
JULY 26, 2018
Customer experience is one of the hottest trends in 2018 and NPS (Net Promoter Score) is a great way to measure CX. By now you’re either on the bandwagon or you’re lagging behind your competition. But if all you’re doing is sending out yearly surveys to your customer list, you’re missing out. Here are four ways to get more out of your NPS survey: 1.
Advertiser: ZoomInfo
Shifting to an account-based marketing (ABM) strategy can be both exciting and challenging. Well-implemented ABM motions build engagement with high-value accounts and drive impactful campaigns that resonate with your audience. But where do you begin, and how do you progress from crawling to running? Watch now as Demand Gen experts delve into the essentials of each stage of the ABM process.
GetFeedback
JULY 25, 2018
Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”. The term, coined by economists, describes a current trend impacting switching brands because of dissatisfaction with their experience. It can be a major driver of customer churn—and it’s already creating an incredible economic deficit in the US.
Olympia Consulting
JULY 25, 2018
I am thrilled that the vast majority of organizations have started to realize that it is important to get feedback from their customers. Unfortunately, the manner in which many companies have executed on this critical area is falling short of what they could be doing. In this article, I would like to discuss some of … The post Customer Surveys – The Good, Bad, and the Ugly appeared first on Olympia Consulting.
Satrix Solutions
JULY 24, 2018
RESULTS.com is a business management platform that has helped over ten thousand businesses execute their strategy. We sat down with Stephen Lynch, award-winning author of Business Execution for RESULTS and President of RESULTS.com to discuss how companies can streamline their business goals and successfully carry out their strategic plans. Evan Klein : Tell us about the companies you work with at RESULTS.com.
Amity
JULY 26, 2018
In the growing field of customer success, it can be difficult to find the right people for the job, especially because some of them don’t even know that the job exists yet. This blog will teach you how to write an effective customer success job posting that will give you a pool of stellar candidates. You’ll learn what content to include, why, and how to structure it so applicants know exactly what you’re looking for in your customer success position.
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Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.
GetFeedback
JULY 25, 2018
By delivering one consistent support experience across support channels, companies can differentiate and succeed. Learn why omnichannel support is the way.
CSM Magazine
JULY 27, 2018
Shep Hyken is blown away by the customer service at the Crowne Plaza in Lansing, Michigan. This is what he learned from the experience. I’ve stayed at many Crowne Plazas in the past, and they are nice hotels, however, the experience at this one was quite unique. It was a personalized experience, and the way they went about it is an excellent lesson we all can learn from.
ijgolding
JULY 24, 2018
Machine learning has in?ltrated our daily lives in a myriad of ways. Often, these machine learning predictions happen in the background and we rarely notice them. But what about at your place of employment? Has machine learning made you better at your job? Has it helped you better understand your customers? Has a newly installed algorithm allowed you to deliver a better product or service?
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