Sat.Jun 23, 2018 - Fri.Jun 29, 2018

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Contact Centers Obsolete in 3 Years: Artificial Intelligence Wipes Out Industry

CX Global Media

I met with Justin Robbins at the Contact Center Expo and we shared some observations with each other on what is going on in the industry. Of course, we were unable to avoid discussing what’s going on with Artificial Intelligence in Contact Centers and what affect it is having – and may have on our industry. We started talking about all of the hype, hysteria and clickbait titles that we’ve seen and how outlandish some of them can be.

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Would you ditch phone support in your contact center?

Customer Service Life

For us in the contact center world, we know it’s expensive to run a full time phone support contact center. It’s even more expensive when that contact center is 24/7. Phone support is a channel we’ve all known over the years and grown to hate. We’re stuck on long IVR menus, waiting to speak with a real human only to get another robot on the line.

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Trending Sources

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7 Customer Service Tips You Can Use Right Now

Toister Performance Solutions

Let's be honest with each other for a moment. We rarely take immediate action when we read blog posts. Most of the time, we read something, decide if we like the idea or not, and then move on. The most many of us do if we're really inspired is share the post with someone else. I hope this post is a little different. Here are seven simple customer service tips you can go use right now.

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Bring Your 'A' Game

Call Center Weekly

I have a friend who has recently begun working remotely for a call center. It wasn’t what he really wanted to do. He has held “bigger” positions, and it was a little hard for his ego in the beginning. I am a firm believer that everyone should be required to work as a server or bartender early in their careers. After all, where else can you learn sales, customer service, and the ability to suck it up to make a paycheck?

Upselling 136
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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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Guest Blog: Struggling with Bad Customer Service? Top 4 Factors Your Business Needs to Investigate

ShepHyken

This week we feature an article by Laura Bourne who shares four important factors that can help you achieve success and avoid customer service problems. – Shep Hyken. Your most unhappy customers are your greatest source of learning. – Bill Gates. There is no denying that loyal customers are the bread and butter of an organization. Retaining current customer satisfaction while securing more is fundamental to the growth of a business.

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Getting Customers To Buy From You Habitually

Beyond Philosophy

We all have habits. Some of them aren’t very good habits, either. But we have them, nonetheless. Many of them form without our awareness. We have habits as customers, too, and habits are powerful things, especially for Customer Experiences. We discussed this problem on our recent podcast, and defined habits as any time your mind prepares you to respond in a certain way based on environmental cues or stimulant.

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8 Interview Questions to Help You Hire for Emotional Intelligence In Customer Service Roles

Myra Golden Media

Too many hiring managers focus on candidates’ work history when filling customer service roles. They get excited when they read that the candidate has six-plus years working in customer service. But past work in customer service is not a reliable indicator of future success in serving your customers. To consistency deliver the best possible customer interactions, you need to hire for emotional intelligence —hiring people with empathy, friendliness, and connection, and then train those peop

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5 Top Customer Service Articles for the Week of June 25, 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. Keys To Earning Sustained Loyalty From Your Employees by Charle Brown. (Chief Executive) Having strengthened millions of relationships for brands and causes worldwide, we’ve identified five critical steps to achieve the sustained loyalty your business needs.

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CX Heroes: Amazing Customer Service Stories Worth Sharing

CX Global Media

Jim Rembach : Hey this is Jim the Fast leader Show and Call Center Coach, and I ‘m here at Contact Center Expo with Bruce Eidsvik, a Senior VP of marketing for Genesys. He used to be on the sales side of the business but is now is on the marketing side. He says he came from the dark side. But Bruce you guys are reincarnating something that you introduced this month in a morning keynote.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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CallMiner Named a Leader in AI-Fueled Speech Analytics

Callminer

Today we are excited to announce that CallMiner has been named a Leader in The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018.

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Vanderbilt Children's Hospital, Masters of CX Design

CX Accelerator

Customer Experience (CX) is all about creating positive perceptions. Doing this is especially hard when your customers are going through a tough time. Few would know this better than the team at Vanderbilt Children's Hospital in Nashville, Tennessee. People with unimaginable pain enter these doors every day, and yet most will exit with new hope and authentic smiles.

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Three C’s of Customer Service Success

ShepHyken

There is an old saying in the real-estate industry: The three keys to success are location, location and location. I have a similar take on the customer service and customer service world. The three keys to customer experience success are consistency, consistency and consistency. Of course, there is much more to delivering an amazing customer experience, but if there is something that is a non-negotiable to creating customer loyalty, it is a consistent and predictable experience – one that custo

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Contact Center Future Shock: Channels May Become Part of Our Past

CX Global Media

While meeting with Brad Cleveland at the Contact Center Expo in Orlando we explored a bit of the future of what’s to come in contact centers. For some, what we explored in the realm of channels is going to be somewhat of a shock. But for us to be customer-centric and relationship focused, continuing to manage in a channel-centric manner has to finally be declared as a company-centric approach.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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10 Tips to Improve Contact Center Operations

Callminer

Without a strong frontline call center staff, you risk losing customers, a poor reputation, and loss of revenue.

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Another Reason Why Japan?s Service is Hard to Beat

Steve DiGioia

…and 7 steps we can take to get there too! This original article was written by Steve DiGioia. The West Japan Railway Company has issued an official apology after one of its express trains left the platform at Notogawa station in central Japan 25 seconds early. Yes, you read that correctly; 25 seconds early. The commuter train left at 7:11:35 a.m., instead of the scheduled 7:12 a.m., on May 11, 2018.

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Amazing Business Radio: Doug Bell

ShepHyken

Everybody Deserves a Voice. How does participation create a customer experience culture? Shep Hyken sits down with Doug Bell, a customer experience consultant and founder and CEO of The Experience Manager , to discuss the benefits of creating a customer experience movement. ? ?. Top Takeaways: A company customer experience movement starts by giving everyone in the company a way to communicate with leadership.

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Bed Bugs Invading Contact Centers: New Issues in Performance

CX Global Media

Just when we think managing all of the different customer contact channels, and those customers that can never be satisfied is pesky – we now must add beg bugs to the list of contact center performance issues. While at ICMI’s Contact Center Expo I was walking the Expo Hall and spotted a vendor that caused me to pause. After a quick battery of internal questioning, I falsely assumed that they must be recruiting talent for themselves.

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Contact Center Dialers Demystified

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.

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Assessing Your Outsourcing Services Maturity

HGS

Assessing Your Outsourcing Services Maturity. By Donna Martin, Senior Vice President, HGS Healthcare. In the healthcare market, there is increasing demand for outsourcing services that can bring strategic insights , optimization, and efficiencies to critical operations, particularly among health plans. These partnerships speak to the dramatic shifts in how health plans are sold and purchased today, but also to the maturity of the business process outsourcing (BPO) industry itself.

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Secrets to Incredible Customer Service with Paul R. Jones

BlueOcean

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization.

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How to Get the Best Results from Your RFP

Contact Center Pipeline

Request for Proposal. RFP. Frontline users and vendors alike let out a collective groan at the prospect of a long, cumbersome and painful process. Vendors may opt out of participation or put forth a half-hearted effort. Frontline users increasingly find end-arounds and engage directly with vendors for discussions and demonstrations. There must be better way […].

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Net Promoter Score® Success Stories and Case Studies

Genroe

Demonstrating the success of the Net Promoter Score methodology to skeptical senior management can sometimes be difficult. It is especially so if you are trying to prove it before your organisation has implemented any changes. One way to prove the value of NPS® is to use external success stories and case studies to show what has […]. The post Net Promoter Score® Success Stories and Case Studies appeared first on Genroe.

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The Open CCaaS Advantage Report

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.

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SUPER AGENT – Saving Customer Service with Augmented Reality

TechSee

“And I shall shed my light over dark evil, for the dark things cannot stand the light… the light of… The Green Lantern!” Just as DC Comic hero The Green Lantern fought common criminals in New York City with the aid of his magic ring and the light it produced, modern superheroes can stimulate a more creative approach to problem solving by helping a business “see the light.

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When is it okay to start outsourcing customer service?

aircall

The topic of outsourcing customer service can be a difficult conversation to have for a few reasons. Aside from being a universal-punching bag for politicians, it can seem like a huge undertaking, especially for young companies. You may be asking yourself: Is it really necessary? Will I regret this move? Is it too much too soon? Will my customers notice and revolt?

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Top 5 Posts in June

Contact Center Pipeline

June was a busy month for industry events, including the 2018 SWPP Annual Conference. WFM expert Tiffany LaReau of Human Numbers was onsite in Nashville to share news and views from the event in her blog series. If you missed it, be sure to check out the links below for great WFM tips and insights. […].

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Totango Adds Personity.ai Team

Totango

Totango’s mission is to enable organizations to proactively and intelligently operate around their customers. With industry-leading enterprises confidently running on Totango’s Customer Success Platform, we are dedicated to innovating and bringing to market products that deliver Customer Success results. Extending Product and Engineering Teams. We are constantly hiring the best and brightest Engineers, Product Managers, Designers, and Data Scientists who are passionate about our Enterprise-2-Cus

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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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The leading retailer in omnichannel experience: Sephora

Customer Guru

What is an omnichannel experience? Omnichannel experience is not just a buzzword. Rather, it is a necessity for retail marketing today. Omnichannel experience is a revolutionary multichannel approach for marketing, selling, and serving customers in order to provide a cohesive customer experience. Its purpose is to create a harmonious and seamless customer experience across all touchpoints or channels – whether customers are shopping online from a desktop or mobile device, by telephone, or

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Call Center Cloud Conversion Continues

Fonolo

Most people don’t realize the impressive scale of the contact center industry. Collectively, we spent 190 billion minutes calling a company for help. On the other side of those calls were 3.6 million people working as agents (and those numbers are just for the US). Companies spend roughly $22 billion on the technology enabling all of these interactions, and with the market undergoing a massive change in the last decade, that number will continue to grow.

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How to Improve Scheduling Practices

Contact Center Pipeline

Whether you’re generating schedules for the very first time, or you want to examine your current scheduling practices and look for improvements, I hope the following tips will help you in your efforts. Start with: Courtesy to your customers—The schedules need to fit their workload requirements. That’s why we’re here in the first place. Courtesy […].