Sat.Dec 14, 2019 - Fri.Dec 20, 2019

Key Contact Center Trends to Watch for in 2020

Upstream Works

There are many technology trends impacting the contact center, and as we enter a new decade, it’s only natural to think in broad terms with a longer-term time horizon.

Improving Customer Retention: Synergy Between Marketing, Sales, and Customer Service

CrazyCall

In this day and age, companies implement all sorts of tactics to leverage their offerings above the competition. However, as elaborate as some of them seem, it’s really not all that complicated.

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It’s Time to Get More Out of Data

Contact Center Pipeline

Contact Centers have always had an abundance of data about customers and performance. Unfortunately, that data is not being fully utilized to benefit the company, customers or agents.

The Contact Center Workforce Manager Skills Series

The Call Center School

Part 3: Intraday Management Skills. If you’ve been following along in this series you know the skills required to produce an accurate forecast and optimized schedules , but without effective intraday management your efforts towards these first two steps of the WFM process will be lost.

Your Complete Customer Engagement Handbook

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

How Most People Get It Wrong When Giving Customers Bad News

Myra Golden Media

My husband and I were sitting at the big boardroom table at the closing office. We’d just sold our first home, and we were now closing on our new home. We thought we were in great shape, but, something went wrong. The bank didn’t transfer the money for the purchase of our new home.

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Guest Blog: Why Customer Experience Is Essential to Your Bottom Line

ShepHyken

This week we feature an article by Sabio who explains why developing a customer experience strategy is essential for your business to improve its bottom line. Developing a customer experience (CX) strategy for your business has never been more important. Every business can benefit.

Call Center Statistics You Should Know

Callminer

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous.

20 Ways To Create An Amazing Customer Service Experience In 2020 (Part Two)

ShepHyken

Last week, I shared ten ideas to drive a better customer experience in 2020. As promised, I’m back with ten more tips. If you haven’t read part one yet, you can do so here. Or, you can see all these suggestions at once by reading my recent Forbes article.

Utility Customer Experience: Why Suppliers Need to Make it Effortless

TechSee

The customer service game has changed for energy, gas and water companies. When customers contact them to pay a bill, check their usage levels or report an outage, they demand personalized, streamlined and convenient interactions.

How to Create an Exceptional Customer Experience

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

How to Answer the Phone at Work (Professionally and Creatively)

VirtualPBX

This week’s blog will take a look at an often-requested topic of discussion: how to answer the phone at work. Of course, there are many approaches to the practice – ranging from professional to Buddy the Elf (who we admire for his creativity and expeditious approach to office procedures).

20+ Important Strategic Customer Service Objectives

ProProfs Blog

If you can’t measure it, you can’t improve it. William Thomson , Lord Kelvin. Read, absorb this quote and let’s answer a question-.

How to Properly Use Automated Phone Technology in Customer Support

TeamSupport

Automated phone technology, such as interactive voice response (IVR) menus, can save businesses time and money on customer support. These solutions route callers to the right people without the help of a human operator.

Contact Center Technology Trends That Will Boom In 2020

Ameyo

The aim of any business is to acquire more customers and deliver exceptional customer service. But, without a sound strategy and technological transformation, your business will hit a dead-end and there’s no turning back once you start losing your customers to the competition!

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.

Time to Value: Customer Success Best Practices to Help Your Customers Grow

Totango

Your customers are working with you because your company’s products and services are valuable The quicker you can deliver that value, the more likely you are to build trust and loyalty with customers.

The Importance of Customer Feedback for the Food Industry

GetFeedback

Having a great restaurant and serving great food at competitive prices is no longer enough. Your customers want more, so you need to meet and exceed their expectations. Without that, you’ll struggle to earn their loyalty, deal with a bad reputation, and you’ll eventually lose them.

 What is Active Listening?

Ansafone

Active listening is the foundation for any customer service interaction. Each call that comes in is a real person looking for guidance or a solution to a problem, so active listening is critical to make that person feel heard, understood and served.

Hiring the best in customer service

TELUS International

People and Culture

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.

Why The Intensity of Customer Emotions is Crucial to Your Customer Loyalty

Beyond Philosophy

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough.

Why we should talk about the Right Experience

Hello Customer

Customer Experience Featured CX & Business Strategy

5 Top Customer Service Articles for the Week of December 16, 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.

Fully Utilize Start, Stop, Continue to Improve Your Customer Experience

Myra Golden Media

One of the tools I use to improve the customer experience with my clients immediately is Start, Stop, Continue. I gather a team together and ask them what we need to Start, Stop, and Continue to do with the customer experience.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

How to Be a Better Retail Customer During the Holidays

Steve DiGioia

The “holidays” are everyone’s favorite time of year. Time to share a meal with great company, whether family, friends, or coworkers. It’s a happy, festive time for all. But, is it? Those working in the retail industry may have a different take on the holidays.

What is Important in 2020?

Beyond Philosophy

What is Important in 2020? Yogi Berra, the New York Yankees Coach once said, “Predictions are hard, especially about the future.” ” Predictions can be difficult; it is true. However, they can also be helpful, especially if you are trying to plan for a new year.

Amazing Business Radio: Rupesh Patel

ShepHyken

The Hospitality Mentality. Tips to Creating an Amazing Customer Service Experience in Hotels and Beyond. Shep Hyken interviews Rupesh Patel.

Analytics Coming of Age

Contact Center Pipeline

According to the Merriam-Webster dictionary, “coming of age” is defined as the attainment of prominence, respectability, recognition or maturity. It means something has reached an important stage of development and is accepted.

Transforming Customer Care with AI

Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact

Gartner predicts that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers. Join our live education session, backed by new independent studies to learn more about: AI: The basics. Why does my contact center need to adopt AI now? Introducing AI in your contact center: where and when. The effect on the Customer Experience. Successful implementation of AI support in your center. Recommendations for your AI superpower pack.

What is Live Chat Software?

ProProfs Blog

79% of businesses prefer to use live chat at their website instead of email (61%), phone (44%), and social media (48%) platforms to communicate with customers for instant support. Amazing isn’t it! . Businesses are using live chat increasingly because live chat instills confidence in the customers.

The Goal: A Process of Ongoing Improvement by Eliyahu Goldratt (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at The Goal: A Process of Ongoing Improvement by Eliyahu Goldratt.

Empower 2020 Speakers Spotlight

Guru

Over here at Guru HQ, our #1 New Year's resolution for 2020 is to put on a kick-ass conference. The good news is that we’re getting a jump on our goals.

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