Sat.Oct 13, 2018 - Fri.Oct 19, 2018

The Benefits of Partnering with a Blended Contact Center

ChaseData

When you choose a specialized agency to provide call center services to your organization, you have several choices. Aside from which agency to go with, you often have the options of inbound call services, outbound services, and those that combine each of these into a single facility.

Compare and Contrast: Power Dialers Vs. Predictive Dialers

aircall

Business has changed. Advances in computing technology have made almost everything quantifiable, measurable, and therefore actionable. And traditional communication tools, like the phone, are no exception.

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Cloud-based KM Addresses Painful Contact Center Problems

Strategic Contact

Here’s the scene: It’s the busiest hour of the busiest day. With beefed up self-service through online and mobile applications, customers take care of the easy stuff on their own and reach out to agents when they can’t find what they need.

Three Lessons from Apple on How to Amaze Your Customers

ShepHyken

There is a lot we can learn from great companies, big and small. Many books have been written about companies like Disney, Nordstrom, Ritz-Carlton and Apple. And, once we learn how they do it, the key is making it work for our companies.

The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

Bridging the Customer Experience Perception Gap

Call Center Weekly

Long lumped in with Customer Service, the entire Customer Experience concept is finally being acknowledged as a weighty differential in the quest to build customer loyalty and increase sales.

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ALERT: Leadership Training for Supervisors Is Being Disrupted

Call Center Coach

Most all contact center executives know they need to respond aggressively to the fact that we are in a state of massive transformation and disruption in the marketplace. The contact center has been targeted as a pivotal organizational component in this age of disruption that we live in.

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Guest Blog: How Will Artificial Intelligence Impact CX and Customer Service?

ShepHyken

This week we feature an article by Lindsay Tjepkema who shares how people are using AI strategies and the impact they are having on the world of CX. – Shep Hyken. Introduction: AI in CX. _.

Call Centers are the Front Line of Customer Service

inContact

Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way.

5 New Thoughts About Work-Life Balance That Will Turn Your World Right Side Up

Myra Golden Media

It’s rare that I don’t write to you about customer service issues. But I want to talk about balance, not just because it’s so important to me, but because I know achieving peace and balance will help you be a better manager, leader, or customer service professional.

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To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

Lessons from a Cold Call

Call Center Weekly

Yesterday I received a cold call from a local real estate company. Here's exactly how it went: "Hi, this is Kathryn." This is Dan from XY Real Estate. Are you looking to sell your home?" "No." No." "Are Are you sure?" "Yes." Yes." "Ok, Ok, thank you. Bye."

Amazing Business Radio: Keith Alper

ShepHyken

From Like to Love. Inspiring emotional commitment from employees and customers. Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love. They discuss how to create a loving employee culture, the five basic needs of employees, and what millennials want in the workplace.

How psychology affects the customer experience of voice support

UJET

When done right, a conversation with the customer over the phone can be helpful, engaging, and even fun. The problem with voice support is that it can also go terribly wrong, and those are the types of interactions that people hear about.

Five Tips to Recharge Your Net Promoter Score Program

Satrix Solutions

Budget season and annual planning is here again. That means you are likely evaluating the progress you’ve made over the past year and whether you’ve realized expected outcomes. Now is also the time when many company leaders assess their Net Promoter Score program.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

An often unseen yet vital customer experience element

Call Center Coach

Can you hear me? Can you see me? Is it your problem or my problem? Is anyone willing to own the problem? Well, without any visibility into your contact center’s network performance, your answer is a resounding and overwhelming…NO!

5 Top Customer Service Articles for the Week of October 15, 2018

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. .

Don’t Ignore the Economics of Your Contact Center

Contact Center Pipeline

Fair warning: Reading this article could be painful for you. Not dentist-root-canal painful, more like exercising-again-after-taking-a-longer-break-than-you-should-have painful.

7 Reasons Your Business Should Start Using a Shared Inbox

ProProfs Blog

96 percent of executives view ineffective communication as the primary reason for workplace failure. This figure shows that there is a dire need for customer support teams and others to communicate with one another effectively.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

3 Leadership Buzzwords that Exist for the Best Reasons

360Connext

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is growing. And I agree.

Amazing Business Radio: Keith Alper

ShepHyken

From Like to Love. Inspiring Emotional Commitment from Employees and Customers. Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love. They discuss how to create a loving employee culture, the five basic needs of employees, and what millennials want in the workplace.

What is call back software?

VHT

Call back software was invented in the 1990s to “hold callers’ place in line,” giving them the choice of either being called back as soon as a customer service agent is free or scheduling the return call at whatever time is most convenient for the caller.

What To Look For in a Call Center

Ansafone

As more businesses discover the varied benefits of business process outsourcing to strengthen their customer engagement strategies, it is becoming increasingly important to select the right provider to help you become more competitive in the marketplace.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Seven Key Strategic Questions Critical to Improving Your Customer Experience – Bahrain CX Conference

Beyond Philosophy

To improve your customer experience it is vital you address these seven key strategic questions. Colin reveals these questions at a keynote conference speech in Bahrain. Do you know the answers to these questions? Colin also interviews Rami Sweis, CEO of GolfCX on how customer experience is becoming a key area in the Middle East region. Finally, Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience for free!

You Can’t Afford NOT to Pursue Knowledge Management

Contact Center Pipeline

Knowledge Management (KM) may be the single most impactful technology to help centers address key goals: Reduce workload through greater self-service and shorter handle times Improve First-Contact Resolution (FCR) rate, and with it, the customer experience Enable agents to handle increasingly diverse and complex contacts without extensive training and specialization Contact center leadership understands the […].

[NEW RESEARCH] Can your Contact Center Keep Up with Changing Consumer Demands?

inContact

Companies of all sizes now compete in the experience economy to attract new customers and build customer loyalty and advocacy. No longer able to rely on product quality or price, companies must consistently deliver exceptional customer experience to drive bottom line growth.

Time for Manufacturers to Retool their Communications

8x8

This post is part of a series focused on the manufacturing industry highlighting emerging trends affecting the employee and customer experience. The manufacturing industry is on a tear.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

What the Gig Economy Really Is

Aspect

The term “Gig Economy” is used to describe many changing attitudes, standards and preferences in the way people work.

Forbes Names 24-7 Intouch A Top Employer for New Grads

24-7 InTouch

We’ve been listed as one of the top employers for new graduates by Forbes

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Find and Eliminate Dirty Data That’s Lurking in Your Salesforce CRM System

GetFeedback

Salesforce’s customer relationship management (CRM) tool helps businesses support their customers in a powerful and efficient way by allowing them to combine big data with sophisticated customization. Yet, a tool is only as powerful as the hand that wields it, so it’s important to be cognizant of possible pitfalls that may occur when using a CRM system. Since data is the deciding factor of most strategic business decisions, it’s essential to prioritize the maintenance of CRM data integrity.

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