VocalCom
SEPTEMBER 24, 2018
Live chat has long been an ideal channel for offering proactive customer service. When customers are browsing your website, offering them immediate assistance can mean the difference between customer attrition and loyalty. With its timesaving benefits and personalized nature, live chat is essential to every brand’s omnichannel strategy. Here are five ways to optimize live chat for true customer satisfaction.
SharpenCX
SEPTEMBER 25, 2018
Happier agents make happier customers. And happy agents are more likely to stay in their jobs. So, how does agent efficiency play a part in agent well-being and happiness? Efficiency is one of the positive outcomes that happy agents produce. Read More. The post Efficiency is More Than a Metric. It Tells a Story About Your Agents. appeared first on Sharpen Contact Center Software.
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Call Center Weekly
SEPTEMBER 26, 2018
If leadership is wondering if employee engagement is good and necessary for their teams, I would have to emphatically say, "yes, it is!" I have worked in the contact center environment for many years. I have had the opportunity to work for companies both large and small. I have noticed that at the smaller companies, the employees were happier and more engaged in the work environment, than some of the larger call centers.
ShepHyken
SEPTEMBER 26, 2018
Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. When your customers can buy what you sell from others, that’s called competition.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Steve DiGioia
SEPTEMBER 24, 2018
does your Net Promoter Score tell you enough to make a difference? This original article was written by Steve DiGioia. Net Promoter Score®, or NPS, measures customer experience and predicts business growth. This proven metric transformed the business world and now provides the core measurement for customer experience management programs around the world.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
SEPTEMBER 25, 2018
We’ve rounded up 50 must-see customer engagement presentations from leading organizations and industry thought leaders.
ShepHyken
SEPTEMBER 28, 2018
This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. In highly competitive industries, companies large and small have a pressing need to stand out among their peers. One of the most effective business strategies for maintaining an edge on competition is focusing on employees and their level of engagement.
Call Center Weekly
SEPTEMBER 25, 2018
The time for annual Customer Service Week is rapidly approaching! Are you ready? This celebration, which takes place the first week of October each year, is a week of fun, games and food – lots of food. Here are some links to some articles with ideas on how to have a great Customer Service Week, just in case you are having trouble coming up with activities or just a little late in planning this year: [link] [link] [link] [link] Of course, Customer Service Week isn’t all about the fun and games (
Beyond Philosophy
SEPTEMBER 28, 2018
How can other people make you sell a product? How do reviews influence customer behavior? How should you design your experience? Colin and Ryan discuss the psychological theories and how they can be practically implemented in your customer experience. The post How Other People Sell Your Product appeared first on.
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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
Myra Golden Media
SEPTEMBER 24, 2018
Recently, I went to buy a replacement charging cable for my laptop. I found a salesperson and told him what I needed. I should also mention that when I approached the employee, he was fully engaged with his cellphone. I felt like I interrupted him. Looking annoyed, he turned around and grabbed a cable off the shelf and handed it to me. It didn’t look like what I had before, so I asked, “Are you sure this is the cable for my laptop?
ShepHyken
SEPTEMBER 25, 2018
30 Days to Better Customer Service. Journey Mapping Your Way to a Better Customer Experience. Shep Hyken sits down with Doug Sandler to discuss journey mapping, important customer service skills, and assessing risk and value throughout your customer journey. Top Takeaways: Doug shared five traits that can improve your customer service skills in 30 days or less.
Callminer
SEPTEMBER 26, 2018
Last week we had the opportunity to attend and speak, and really geek out at the AI Summit in San Francisco, the heart of technology innovation.
Aspect
SEPTEMBER 25, 2018
Yogi Berra didn’t know much about contact centers, but he seems to have had great insight into the first phase of the workforce planning process when he said, “It’s tough to make predictions, especially about the future”. The simple fact is that the complex workforce planning process starts with a forecast of the future contact volume (voice inbound or outbound, email, chat, SMS, video, back office, etc.) that the contact center will encounter on a given day, at a given time, for a given type of
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
ProProfs Blog
SEPTEMBER 28, 2018
More than 50% of Americans have given up on a planned purchase or transaction because of bad customer service. Goes on to show that businesses shouldn’t take customer service for granted. After all, no one in the competitive market can afford to lose its customers. And all though it’s a given fact, we still witness how customers leave a business after having one bad experience.
ShepHyken
SEPTEMBER 24, 2018
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. Customer Service: Where We Are and Where We Are Going by Fara Haron. (CustomerThink) To provide some insight on what’s happening behind the customer inquiry scenes, let’s take a look at the evolution of the contact center.
Customer Guru
SEPTEMBER 25, 2018
Being a customer service representative is not an easy task. It requires a lot of effort and hard work, along with traits such as optimism and empathy. Despite their best efforts, customer service executives might not be able to please all customers and resolve their grievances. Company policies and regulations, lack of authority, and various other such reasons can come in the way of a customer service representative resolving a customer complaint.
Contact Center Pipeline
SEPTEMBER 27, 2018
The Labor Day holiday kicked off the month providing business leaders with the opportunity to reflect on the contributions of their workers and the work environment. Our five most-read blog posts in September included onboarding practices to setup new-hires for long-term success; simple techniques to provide meaningful recognition to frontline agents; strategies for promoting supervisors […].
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!
ProProfs Blog
SEPTEMBER 25, 2018
It is not a hidden fact that many people are attracted to the e-commerce business these days, making it difficult for existing businesses to thrive amid this competition. However, with the upward swing in the e-commerce landscape, there are humongous opportunities for you to tap into. All those opportunities will only come knocking at your door when you nurture your existing customers by providing best customer service.
TechSee
SEPTEMBER 26, 2018
The world may be enamored with bots at the moment, but they’ve actually been around for quite some time. The first bots were used in the finance industry more than a decade ago, automatically buying and selling equities based on key market indicators. It was a novel concept at the time, but the technology is now ubiquitous in the industry, with the financial robo-advice market projected to grow to $7 trillion by 2025, according to CNBC.
Fonolo
SEPTEMBER 25, 2018
As in any field, it’s important to be aware of key trends and best practices in customer service to ensure that you are delivering an experience that is on par with the best players in the game. From servicing customers on social media, to curating unique “real life” opportunities for consumers to interact with your brand, there are many emerging standards in the world of customer service that companies are striving to meet.
Contact Center Pipeline
SEPTEMBER 26, 2018
Back in the day when you had to call for a cab instead of opening up the Uber or Lyft app, the only way to contact customer service was by calling… from your landline. We’ve come a long way and today the typical contact center now supports an average of nine communication channels between voice, […].
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.
Nexmo
SEPTEMBER 27, 2018
In today’s hyper-competitive business environment, companies need to leverage technology solutions in order to keep up with competitors and the overall market. Interactive voice response—more commonly known as IVR technology—is one such solution. IVR has been continuously updated over the years, and today it offers the capability to quickly and easily add new functionality to […].
aircall
SEPTEMBER 25, 2018
The moment you lose a big deal can be a whirlwind of emotion. You’re confused and disappointed. Anger or resentment aren’t uncommon. The truth is, losing deals is a good thing. You’ll never get a better opportunity to analyze your own behavior, learn what mistakes you’ve made, and increase sales efficiency moving forward. But before we get into the 5 things you should do just after losing a big deal, here are 5 quick things you shouldn’t do. 1.
Customers That Stick
SEPTEMBER 27, 2018
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Andrew Mcfarland
SEPTEMBER 25, 2018
I’m not a big fan of Service Level Agreements (SLAs) as a provider or a consumer of them. But, since they are here to stay, here are three problems and ways to improve them. Problem 1: First of all, many.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Taylor Reach Group
SEPTEMBER 25, 2018
By: Colin Taylor. The old Contact Center Outsourcing (CCO) model is broken. As outlined in Part 1 of this series the traditional approach to contact center outsourcing has resulted in a quantitative focus on metrics like Service Level, Abandon rate, and AHT, rather than a qualitative focus, inflexibility to meet client demands, Quality Assurance that doesn’t assure anyone of quality and Risk/Reward models that only benefit the CCO.
Bright Pattern
SEPTEMBER 25, 2018
The healthcare industry faces many challenges in communicating with patients and increasing the customer experience. With increasing expectations of customers and compliance restraints, healthcare providers often wonder how they can improve satisfaction ratings without breaking the bank. The best way to ensure compliance and cost savings is to implement a fully featured omnichannel contact center platform.
Concentrix
SEPTEMBER 26, 2018
For Omni-Channel Experience and Customer Experience Vendor Excellence Marina Bay Sands, Singapore – Customer experience (CX) leaders across Asia recognized Concentrix as a best-in-class organization among. The post Concentrix Wins at The Customer Experience Asia Excellence Awards appeared first on Concentrix.
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