Sat.May 18, 2019 - Fri.May 24, 2019

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Obstacles Contact Center Agents Come Across During Interactions

Uniphore

There was a time when customers only had a single choice when it came to contacting a company's customer service department. They had to dial a number to reach the department by phone—and make sure that they did so during the company's customer service department's hours of operation. Read More.

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Could Your Service Quality Really Just Be Random Chance?

Toister Performance Solutions

A customer calls in to customer service, desperate to get his problem solved. He's been a loyal customer for a few years, but lately there have been a few issues. Now he’s on the fence about whether this is the right company to do business with. Today’s call is a make-or-break situation. There are two customer service reps available to take his call, Deron and Amy.

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The worst question a service rep can ask a customer

Tethr

“Have I fully resolved your issue today?”. In the book, The Effortless Experience , my CEB (now Gartner) co-authors and I argue that this question is, hands down, the worst question a service rep can ask a customer. This is unfortunate because, as you’re reading this post, chances are pretty good that your reps are asking your customers this question (or something like it, such as “Is there anything else I can help you with?

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Outsourcing Can Make Your Customer Experience Better. Here’s How.

Customer Service Life

This article was originally published on the Talkdesk blog on March 15, 2019. Click here to read the original post. Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. For various reasons we signed on with an outsourcer to help grow our team and that’s where some significant growth for both me individually and the company I worked for began to take place.

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Reimagine Your Communications With A Unified Platform

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.

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The Customer Is Angry – And, It’s Not Your Fault

ShepHyken

Imagine this. The customer on the phone – or in person – is raging mad. You can hear it in their voice – or see it in their eyes. You brace yourself. You’re ready to take the lashing this customer is about to give you. You know you personally did nothing to offend and upset this customer. But somebody did something, or something happened, that made this customer want to lash out at you.

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Enhance Your Customer Support with Video

Contact Center Pipeline

It’s 2019: Your customers are going to expect immediate communication and results. At one time, sure, this seemed like a lot to ask for. But when you can order tacos for the entire office with your phone, get a vibration in your pocket every time news breaks or even find a date by swiping on […].

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8 Practices to Increase Customer Lifetime Value of Your Business

ProProfs Blog

As a business owner, it is important to think beyond elevating your brand amidst the increasing competition. You may have set the foundation of your eCommerce business on a riveting marketing strategy, a robust customer service team, and brand new ideas for products and services. However, it is high time to rise above the concept of establishing your brand name in the market.

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Amazing Business Radio: Nicolaj Sigglekow & Christian Terwiesch

ShepHyken

Connected Strategy. Predicting Your Customers’ Wants and Needs to Create an Exceptional Customer Experience (CX). Shep Hyken interviews Wharton School professors Nicolaj Siggelkow and Christian Terwiesch. They discuss their new book, Connected Strategy , and how any company can use the concept to improve their customer experience. The Interview with Nicolaj Sigglekow & Christian Terwiesch: Connected strategy is a concept that allows companies to connect to customers more holistically.

Analytics 266
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Friction in CX: How To Avoid Getting Burned by Hidden Costs

Beyond Philosophy

I have been working as a global Customer Experience consultant for nearly twenty years. Never have I ever heard a customer say, “I just wish I could be hassled a little more.”. We don’t like it when things aren’t easy in a Customer Experience. It takes too much time and energy for us to respond to tricky or difficult challenges. Moreover, if we are at a state of cognitive depletion, where we are too tired to make good decisions or use rational thought to figure out a solution, we are likely to w

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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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3 Tips for Embracing an Agile Approach to Digital Transformation

Contact Center Pipeline

While digital transformation and technologies like chatbots and artificial intelligence (AI) remain top of mind for improving and innovating customer service processes, many companies approach transformation haphazardly without understanding how new technologies will impact the customer and the organization. To meet evolving consumer expectations and become more customer-centric, businesses must create a cultural change through […].

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Ecommerce Customer Experience: Why it’s crucial and tips for success

Lumoa

In this article, we cover why ecommerce customer experience is so critical and offer some tips on how to excel in an online environment.

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AIC: 3 Critical Factors in Contact Center Network Design

Transparent BPO

The IT network, where the processing of sensitive data is done, and calls are being answered and initiated, is a crucial part of a contact center’s customers’ business model. Customers trust the outsourced vendors they work with to make sure their data is always available, managed with integrity, and kept completely confidential. The “holy trinity” […] The post AIC: 3 Critical Factors in Contact Center Network Design appeared first on Transparent BPO.

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Students are the Absolute Best Sources of Information About Student Learning

FreshGrade

Article written by: Kathy Cote’ Rogers, and her 7th + 8th grade students Ava, Hayden, and Raven. . As a teacher, I have designed numerous formative and summative assessments attempting to measure student learning. I have spent countless hours creating, compiling, disaggregating and analyzing test scores and achievement data in order to glean information that would help improve my instruction.

Education 102
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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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Time to Create a Better Desktop

Contact Center Pipeline

It jumped out at me as big news: Lack of and/or bad desktop tools took the #1 spot on our challenges list for 2019. That data confirms what we see in countless projects. Centers have many applications and a plethora of communication tools. They also have messy applications that are not integrated or well suited […].

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How Call Center Services are Helpful for Small Businesses?

OctopusTech

Customers are the most focused trait for any small business. But it may be difficult for a tiny business to answering the phone calls while handling day to day office operations. On the same note, answering calls is important as with poor customer services there are more chances to lose business. So, what to do with these ringing phone bells? The answer is call center services.

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Fundamentals of a Customer First Strategy For Every Industry

C3Centricity

Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Unfortunately it rarely goes beyond the theory in many organisations, so I decided to help out with these six suggestions. Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world.

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The Top 4 Causes of Customer Churn and How to Address Them

Totango

In the customer-centric economy, retaining current customers is a top priority. Not only are new customers expensive to win over, but loyal customers are more valuable in the long run. They trust your brand and are more likely to spread word-of-mouth advertising or accept an upsell. Plus, retaining a following of customers gives you a good brand image, as it shows that your company is capable of inspiring loyalty.

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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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Data is everything in the new era of customer service

teleopti

In Teleopti’s third blog on the subject of change, Patrik Vesterberg explores the value of WFM data to drive effective CX strategies. My two previous blogs discussed how resistance to change is the arch nemesis of customer service and five ways to redefine traditional key performance indicators (KPIs). In this latest installment on change, I consider the impact of the flood of non-stop data – driven by mobility and the internet – has on customer service.

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Call Center Customer Expectations: Delivering Value and Results

TeleDirect

What are your expectations with your own call center? Probably higher than you’d think. Your customer contact center requires next-gen technology, reliable infrastructure, professionally trained agents, and the flexibility to adapt with – and stay ahead of – an ever-evolving business environment. That’s why many companies choose TeleDirect for their business process outsourcing (BPO) call center solution.

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The Four Competencies of Customer Experience: Build the Foundation of a Great Customer Experience by Connecting Purposeful Leadership and Engaged Employees

SharpenCX

It’s easy to say that the focus of your service is your customer. Everyone wants happy customers. But, as your company grows and changes, customers can, unintentionally, get pushed to the back burner. Priorities get shifted. Focus narrows in on. Read More. The post The Four Competencies of Customer Experience: Build the Foundation of a Great Customer Experience by Connecting Purposeful Leadership and Engaged Employees appeared first on Sharpen Contact Center Software.

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Customer Success and Upsells: How to Make the Most of Opportunities

Totango

When your goal is to grow your customer’s business, upselling becomes a means, not an end. That’s the advantage of working within a customer-centric environment. Your success depends on your customer’s success, so expansion becomes a necessity for both parties. Upsells are the result of the growth a customer has enjoyed because of your commitment to delivering lifetime value.

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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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Get to the Heart of the Sales Mindset and Increase Questioning Confidence

Integrity Solutions

If your employees struggle with a willingness to ask the questions that will deliver more client value, you need focus on shifting their mindsets and building their confidence. One of the biggest issues on the minds of L&D professionals working in and with financial institutions today: What separates the most effective tellers, CSRs, loan officers and other bank and credit union employees from all the rest?

Sales 79
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What Does It Take to be a Qualified, Professional Interpreter? (Part 1)

Voiance

What does it take to be a great interpreter? According to the US Census Bureau , nearly 31 million US residents speak both English and another language "very well" - that's roughly 10% of the population. But being bilingual - impressive as it is - is just the beginning.

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How To Empower Employees and Ensure a Great Customer Experience

Etech GS

Employee empowerment has many benefits. Empowered employees tend to be more committed to the company, which translates into lower turnover rates, improved processes, and greater customer satisfaction. Customer success is directly impacted by how connected employees are to the vision and believe their strengths and contributions are being utilized. While employee engagement is on the rise in the U.S., there is always room for improvement.

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That’s a Wrap! The Contact Center Strategies and Themes You Need to Know from ICMI CC Expo 2019

SharpenCX

Developing contact center strategies to keep your customers loyal and happy is hard work. And crafting those same strategies to support the success and growth of your entire company is even harder. Luckily, you have a contact center packed with. Read More. The post That’s a Wrap! The Contact Center Strategies and Themes You Need to Know from ICMI CC Expo 2019 appeared first on Sharpen Contact Center Software.

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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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Call Center vs. Contact Center: What’s the Difference?

Bright Pattern

People tend to use the terms “call center” and “contact center” interchangeably, which causes confusion in our modern world of customer communications and—understandably—adds complexity to the call center vs. contact center debate. There is a difference though. To help explain it, we will do a deep dive into the types customer interactions that can be facilitated by call centers and contact centers.

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In online chat, one size does not fit all

RapportBoost

Many of our clients describe a conundrum they face with their live chat team. While they want agents to represent the brand consistently and professionally, they recognize that these people must possess the latitude to show authenticity and go “off script” to build genuine connections. That means employing a “one-size-fits-all” approach for nearly any organization never works, most notably when brands treat prospective and existing customers the same way.

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Are you making phone fraud a picnic for criminals?

TRUSTID

With so much personal data stored on the internet and corporate systems that are connected to the web, telephone fraud is on the rise. Cybercriminals are taking full advantage of information that is either shared on social media or stolen during data breaches to create more sophisticated forms of fraud. As compromised personal data is used to create fake online profiles, the one question every organization should be asking themselves is: Has your contact center adopted to new or emerging telepho