Sat.Oct 20, 2018 - Fri.Oct 26, 2018

How to Say No to A Customer: Difficult but Indispensable

Call Center Pros

Everyone who works in customer service has been found in the cumbersome task of having to say no to a customer occasionally. There are situations where we can’t avoid this difficult task.

Stop Drama from Poisoning Your Customer Service Team

Contact Center Pipeline

In my 25 years in the contact center industry, I have seen a lot of drama. Before I knew how to handle it, I watched it do real damage to teams and organizations.

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How to Handle Customer Service during Holiday Season Like a Pro

OctopusTech

Call centers generally experience a much higher than normal call volumes during the holiday seasons.

Why You Must Create and Sustain a Customer-Centric Culture

Beyond Philosophy

Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric.

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.

Guest Blog: Five Star Hotel, Minus Five Star Service

ShepHyken

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What company or organization comes to mind?

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7 Tips for Building a Memorable Customer Experience This Holiday Season

ProProfs Blog

Busy streets, decorated stores, crowded bars, and an atmosphere filled with laughter – it’s holiday season. And it’s just around the corner. Like every year, you’ve pulled your sleeves up to tackle all customer queries efficiently.

Why Customers Want You To See What They Consume

Beyond Philosophy

Some people spend a great deal on money on expensive products just so they can be seen using them. Other people buy very cheap items. Both of these groups could be ‘consuming conspicuously’ What does this mean and how can you use this to move your customer experience to the next level?

The New End

ShepHyken

I had the wonderful opportunity to interview Sam Stern , a principal analyst at Forrester Research for my Amazing Business Radio show. One of the ideas we discussed was Daniel Kahneman’s Peak-end rule.

Measuring First-Contact Resolution

Contact Center Pipeline

In an ideal world, first-contact resolution (FCR) metrics reflect the customer’s perspective. They capture the center’s ability to resolve the customer’s inquiry within each channel as well as track movement across channels.

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.

How the smartphone is changing the customer experience

UJET

Smartphones have fundamentally changed how people interact with one another. Communication is faster, more streamlined, and accessible than ever. It's also transformed how customers expect to make purchases, find information, and interact with brands.

Common Misconceptions About BPO Fulfillment

Ansafone

Despite being a $24.6 billion industry, few company leaders fully realize the power of business process outsourcing to propel growth.

Amazing Business Radio: Jason Bradshaw

ShepHyken

It’s All About CEX. Building a Community of Champions. Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience.

Selecting the Right Technology Partner Should Be at the Top of Your Decision Criteria

Contact Center Pipeline

A CCaaS Solutions Provider’s CEO Offers His Thoughts on the 2018 Contact Center Technology Survey Findings As the second line of the 2018 Contact Center Technology Survey special report puts it, “Some things never change.”

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.

How to Create Enablement Content Your Sales Team Actually Uses

aircall

Editor’s note: The following is a guest post from Alex Gallia, a content contributor for Process Street. Alex has a professional background in creating and leveraging targeted sales enablement content to produce qualified leads and increase sales efficiency. You find him on LinkedIn here.

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SeaWorld Happily Jumping through Hoops for Guests

inContact

SeaWorld Parks and Entertainment operates 12 parks—some seasonal, others year-round—that welcome a steady stream of guests that include families, school groups, kids and adults of all ages.

Guest Blog: Five Star Hotel, Minus Five Star Service

ShepHyken

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What company or organization comes to mind?

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Workforce planning in a Gig Economy

Aspect

While contact center agents might be ready to jump head first into the gig economy, contact center management is a bit more reluctant, and for good reason. Having on-demand customer service agents isn’t as simple as engaging drivers for Uber.

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.

Excel at Employee Engagement

24-7 InTouch

Keeping employees happy and motivated can be a challenge in any workplace, and call centers are no exception. Some people think that employee engagement is too “fluffy” to be a top priority, but many studies sho w that happy employees are the most productive employees

Use These Survey Questions to Predict and Increase Customer Retention

GetFeedback

When it comes to measuring the probability for a customer to return to a brand and make new purchases, many businesses rely on the typical customer satisfaction (CSAT) survey question: “How satisfied were you with your experience today?”. While it may seem that this question will determine customer retention , research on customer feedback tells a different story. Here are two very effective (and often overlooked) ways to predict customer retention.

Amazing Business Radio: Jason Bradshaw

ShepHyken

It’s All About CEX. Building a Community of Champions. Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience.

The Distance Between Prawn Crackers and Preferences in Most Customer Experiences Today. By Greg Moore, Episerver

ijgolding

We are all customers. We buy products and services. We buy brands. When it comes to our own organizations, however, we disconnect our consumer self with our business self. Out in the wild” we know that our customer experience is shaped by the perception we have in each interaction with a brand.

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.

Omnichannel or Bust: For Customer Service, It’s a Must

Bright Pattern

First, let’s be sure we know the true meaning of omnichannel and its variations ( omni-channel or omni channel ), shall we? A simple definition of it, no matter the spelling, is: omnichannel

Delivery to your door: The best of intelligent automation

TELUS International

From mattresses to groceries, learn how intelligent automation is changing customers' expectations of home delivery

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RapportBoost’s CEO, Jenny Craig USA’s Director of North America’s Sales Center, to co-present Mitel-Sponsored Webinar on turning contact centers into profit centers Oct. 23

RapportBoost

Conversations, Not Content: How Enablement Lost its Way

Guru

I was at a sales conference a few months ago, and I turned to a reputable CRO and declared that "content has killed sales enablement." Before I could even explain, he replied, "You assume it was even alive to begin with.". sales enablement must read

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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.

Mega News Week in CPaaS and Messaging: Twilio, SendGrid, SignalWire

Fonolo

A year ago, the CPaaS (Communications Platform as a Service) space seemed settled into comfortable middle-age. Twilio had won the game in terms of “API for sending messages and making calls” Nexmo had been acquired by Vonage. Tropo by Cisco. Zang by Avaya.

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Power Dialer Tips: 5 Quick Wins to Improve Sales Efficiency

aircall

Time is critical in sales professions. Namely, teams are always striving to make the most of the time they’re given. Many tools have been introduced that claim to increase efficiency, but few are as battle-proven as the power dialer. Why Use a Power Dialer?

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Measuring your call center performance

TRUSTID

One of the primary tools for customer engagement is the telephone. The expectations that customers have when talking to a call center agent plays a big role in both your customer experience and how your customers feel about your brand.