Sat.Jan 23, 2021 - Fri.Jan 29, 2021

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Here’s Why Contact Center Managers are Essential for Influencing Customer Perception

Fonolo

Looking for a secret weapon to improve customer perception? Chances are, you already have one in your arsenal. An unsung hero of the contact center, managers are typically known for overseeing daily operations. However, these individuals hold a lot of value and knowledge by virtue of their position, and often, their resources remain untapped and underutilized.

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Ready to modernize your contact center? Assess trends with care

HGS

Ready to modernize your contact center? Assess trends with care. ‘Tis the season for contact center trends, predictions, and “must-watch” lists. Many analyst firms provide reports that explain and prioritize the relevance or importance of these trends, but one of the most succinct summaries to put contact center trends into perspective is the Gartner Hype Cycle.

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6 Problems Solved by a Employee Call-Off Hotline

Ambs Call Center

“But I DID call! It’s your fault, not mine, that you didn’t get the message.”. Maybe they did call, maybe they didn’t, but either way you, as a manager, have a problem on your hands.

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5 Top Customer Service Articles For the Week of January 25, 2021

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. “I Wish the CEO Would Try and Open This F@#!* Package” by Chip Bell. (Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging.

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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

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4 Things Chat Agents Can Do to Move Chat Interactions Along Faster

Myra Golden Media

Here are four things you can do to move your chat interactions along faster. One. Check for understanding early on and as often as it takes. Don’t assume you understand what the customer is saying. Just ask the customer what they mean. Like this: “You’re asking me how your employees can add an avatar to their eLearning profile, correct?

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25 Things Chief Compliance Officers Want Every Contact Center Agent to Know

Callminer

See how maintaining contact center compliance requires cooperation between CCOs, contact center agents and an entire organization.

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Be a Goldfish

ShepHyken

I was recently asked what three traits I think are most important for someone in customer service to have. I’d like to broaden the topic to anyone dealing with someone else’s problem or question, be it a customer or another person inside the organization, also known as an inside customer. My response to the question was quick: Empathy , which I have chosen as The Word of the Year.

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This is the One Thing to Improve Your Customer Experience in 2021

Beyond Philosophy

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. We couldn’t agree more. We believe that the best way to improve Customer Experiences is to do a lot of little things that add up to significant improvements.

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Sometimes You Get the Hiring Right – Tip #26

Steve DiGioia

Yesterday my wife and I did a little shopping after work and stopped into our local Eddie Bauer clothing store. We were greeted by a mature woman with the biggest smile who showed a sincere interest in helping me find the exact pair of pants I wanted. With patience, poise, and grace, she asked the right “ qualifying questions ” to determine my needs, wants, and desires.

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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

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Awesome Ways to Enhance Customer Experience With These 3 things

CX Global Media

Stephen Johnson once said, “The future is where most people are having fun.” How can you, as a leader, enhance customer experience with play? Companies. Read more. The post Awesome Ways to Enhance Customer Experience With These 3 things appeared first on Customer Experience Strategy and Tactics.

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Amazing Business Radio: Eric Williamson

ShepHyken

The Reality of Offensive Customer Behavior. How to Protect Employees While Preserving the Customer Experience. Shep Hyken interviews Eric Williamson, Chief Marketing Officer of CallMiner. They discuss offensive customer behavior and how companies can help support their agents. Top Takeaways: Certain insights from AI and data can be brought down to the call center to help agents improve the customer experience in real time.

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Moving Forward: What Will 2021 Bring for Contact Centers?

Contact Center Pipeline

Welcome, 2021! The new year always brings hope for new beginnings. Although COVID-19 is still the central focus of our everyday lives, the contact center industry appears to be moving forward with optimism, lessons learned and plans for delivering customer service in a business environment that looks nothing like the previous years. As Einstein once […].

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Customer service trends for 2021: Top analyst predictions

TechSee

The times they are a-changin’ World-wide changes have upended the best-laid plans and expert forecasts. Challenged by continuing uncertainty and perhaps uncharted territory, it has never been harder to predict what lies ahead in the world of consumer trends and customer service. Service leaders are facing the implications of the pandemic in a triple whammy of a changing employee work environment, evolving customer expectations, and the economic/operational impact of the coronavirus pandem

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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Disability Contact Center Jobs [VIDEO]

CX Global Media

Contact Center Jobs for Disabled Americans – CX Quick Tips on CX Global Media TV with Kate Brouse According to the CDC, 61 million adults. Read more. The post Disability Contact Center Jobs [VIDEO] appeared first on Customer Experience Strategy and Tactics.

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Guest Post: 5 Contact Center Best Practices That Make Clients Happier

ShepHyken

This week we feature an article from babelforce, a global cloud communications platform. They provide some tips and tricks to set your business up for success in the contact center. Daunting as it may appear, keeping your customers happy is an attainable goal — when you put your mind to it. Following best practices and applying hacks has proven fruitful for a lot of contact centers.

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Seven Contact Center New Year’s Resolutions for 2021

Contact Center Pipeline

Congratulations! Your contact center made it through 2020. Last year compressed five years’ worth of digital transformation, work-from-home initiatives, and massive customer contact volumes into just nine months. However, the New Year brings new hope for the future. Here are seven contact center New Year’s resolutions to help you get started in 2021. 1.

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3 Reflections From a Downright Easy Lego Experience

Customer Service Life

Image by Andrzej Rembowski from Pixabay. In a household with three elementary age boys, it may not come as a surprise that we’re inundated with Legos. In fact, I’m pretty sure I could build an addition onto my house just using Legos. My wife, however, threw me a curveball this year when she asked for a Lego set for Christmas. But not just any Lego set.

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The Rise of the AI Coaching System: Powering the Empathic Enterprise

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.

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How to Create Wonderful Customer Experience Through Effective Leadership

CX Global Media

Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was. Not really knowing what he could bring to the table, Sean tried to figure out what value that he could bring to the team, and he realized that if he could create space for them from the bureaucracy within the company, then they would be able to p

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Designing Customer Experience for the Everything Customer

TELUS International

Do you know how to provide great customer experiences to the 'everything customer'? Find out how to satisfy the next generation of consumers.

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Get the Ball Rolling… 2021 Here We Come!

Contact Center Pipeline

Get the ball rolling” is an idiom that means to start the action, to make the opening move.” Its origin gives America credit for bringing the idiom into general use, starting in the 1840s. During the 1840 presidential campaign, William Henry Harrison employed a gimmick known as Victory Balls. These balls were 10 feet in […].

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How to pick the right contact centre technology for your business

Eptica

Date: Friday, January 29, 2021 Author: Pauline Ashenden - Demand Generation Manager How to pick the right contact centre technology for your business. Published on: January 29, 2021. Author: Pauline Ashenden - Demand Generation Manager Successfully delivering high-quality customer service starts with having the right technology infrastructure in place.

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The US Customer Experience Decision-Makers' Guide 2022-23

Business and consumer surveys carried out in the course of the research for this guide show that while improving the customer experience is high on the agenda for many organizations, most businesses are still a long way from where they want to be. In this guide, you'll find various findings and suggested strategies for maximizing the customer experience while improving profitability and managing cost.

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The True Cost Of Sales Rep Turnover

Integrity Solutions

It’s important to understand what it’s really going to cost you when you lose a sales rep — and what steps you can take to minimize your turnover rates. Every sales leader can relate to that pit-in-the-stomach feeling when a star sales rep says they’re moving on. There goes the talent, the institutional knowledge, the continuity of relationships, the momentum.

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The Benefits of CXP 20

Aspect

We recently announced the general availability of Aspect® CXP 20, the leading application for designing, developing and deploying the omnichannel self-service solutions customers demand. In our latest release, we’ve taken the next step in delivering effective omnichannel self-service solutions with the integration of additional natural language understanding engines, enhanced voice capabilities, social chat support and new hosting capabilities for disposable applications.

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5 Ways You can Build Customer Trust with Social Media

Russel Lolacher

Are you taking the necessary approach to build customer trust? . “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” – Warren Buffett. Trust is essential in any good and great relationship. The reason – it’s considered in every aspect of it, that includes the relationship your organization has with its customers.

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Master Net Promoter Score (NPS) in one month

GetFeedback

Become an NPS expert with our comprehensive 4-week email course.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Live Chat as the New Standard for Customer Service

Ansafone

Successful businesses have found they need to adapt to the digital lifestyle that their customers are embracing. One of the ways that companies can do this is by ensuring they have an effective online presence. For a business to appropriately interact with their online customers, live chat is one of the fastest ways to communicate … Live Chat as the New Standard for Customer Service Read More ».

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The Importance of Customer Service During a Crises

TeleDirect

Trying times call for tried and true customer service capability. If any year in recent memory could be called a “crisis,” 2020 checks all the boxes. From social unrest to a global pandemic to economic uncertainty, the current year has few parallels or precedent. Taken from a business perspective, the current environment has illustrated the need for superior customer service.

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A Brief History of Virtual Queuing Technology

Fonolo

Virtual queuing and automated call-backs may seem like new technology, but companies have just been holding out on you. Virtual queuing technology has a long history. 5 Amazing Reasons to Add Virtual Queuing to Your Call Center. Before there were call-backs and virtual queueing , companies just picked up the phone when you called. That was all a long time ago, and it didn’t last very long.