Sat.Jun 01, 2019 - Fri.Jun 07, 2019

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Break Down the Silos in your Contact Center: Rally your Agents around a Common Purpose and Keep them Engaged

SharpenCX

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Cautious Optimism… Taking Ownership of Communication

Contact Center Pipeline

Cautious optimism is defined as “a feeling of general confidence regarding a situation and/or its outcome coupled with a readiness for possible difficulties or failure” (TheFreeDictionary.com). I had an interesting experience when I called my insurer the other day. I approached the call with “cautious optimism.” What made it interesting was the way the agent […].

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Build a Customer Service Survey That Will Engage Your Customers

GetFeedback

While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys. In fact, 72% of people feel like taking surveys interferes with their day-to-day use of a service, and 80% of them abandon taking a survey part of the way through.

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Smart Implementation of Machine Learning and AI in Data Analysis: 50 Examples, Use Cases and Insights on Leveraging AI and ML in Data Analytics

Callminer

More companies are mastering their use of analytics, and are delving deeper into their data to increase efficiency, gain a greater competitive advantage, and boost their bottom lines even more.

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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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Lose The Fear Of Facial Recognition If You Want CX Improvement

Beyond Philosophy

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. However, much to my surprise, many people are scared of this technology. It is time to lose the fear of facial recognition technology.

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Contact Center Pipeline Magazine: Inside Our June 2019 Issue

Contact Center Pipeline

We are seeing record numbers of low unemployment rates—the lowest in the past 50 years. Given the fact that contact centers, by their nature, are typically high turnover, making sure that we do the right things for our agents is critical. Our June issue includes several articles that discuss how to help our agents to […].

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The Agent Churn Cycle: Why It Happens and How to Prevent It

Callminer

Discover the most common problems found across the industry and how AI-powered speech analytics solutions can help churn-proof your call center today.

Analytics 182
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Happy Employees Make Happy Customers

Beyond Philosophy

Happy Employees Make Happy Customers. When your employees are happy, they are more likely to make your customers happy. Common sense dictates that this is logical. However, despite the rationality of this statement, too many organizations do not spend enough of their resources ensuring their employees are happy—and their Customer Experience suffers for it.

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Guest Blog: Connect With Your Customers & Watch Your Business Grow

ShepHyken

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. Despite our advances in technology today and the many ways in which we can now communicate, the phone call isn’t going anywhere. This might seem like a decidedly old-school customer service channel, but calls are as important, if not more so than ever and more consumers are calling businesses today than any other time in history.

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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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Unleash the Data in Your Contact Center to Achieve Enterprisewide Customer Experience Excellence

Contact Center Pipeline

Transformation is happening in the market today. Transformation driven by the growing consumer preference for digital interactions using smartphones, tablets or computers. Transformation that is exponentially increasing the ways the voice of the customer (VoC) can reach you. This transformation, in turn, has increased the amount of data generated by customer interactions.

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The Agent Churn Cycle: Why It Happens and How to Prevent It

Callminer

Today’s contact centers are all too familiar with agent turnover. The industry’s employee turnover rates remain more than double the average for all other U.S. occupations, with large call centers reaching over 50%. Not only does this come at an expensive cost to companies due to the time and resources it takes to hire and train, but it can also lead to bad customer experiences—an indirect attack against the heart of your brand.

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Lesson #10: B2B VoC and B2C VoC Are Completely Different

PeopleMetrics

The following is an excerpt from Listen Or Die by Sean McDade, P hD. Who are your customers? Are they businesses ( B2B ) or consumers ( B2C )? The answer to this question is key to creating a world-class VoC program. B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point.

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5 Top Customer Service Articles for the Week of June 3, 2019

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. 10 Ways to Improve Your Customer Experience (CX) by Diana Kaemingk. (Qualtrics) If you’re ready to improve your customer experience, check out these 10 tips.

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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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What is Rich Communication Services (RCS)

UJET

According to research from GfK MRI , 68% of consumers - and more than 83% of millennials - said that they text more than they talk on their smartphones. Consumers use Facebook Messenger, Whatsapp, KakaoTalk, Line, WeChat, and more to chat with family and friends.

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Teleopti Acquired by Calabrio: A Shared Mission to Humanize the Workplace

teleopti

This blog is a little different than our usual WFM posts but we have some exciting news! Teleopti CEO, Olle Düring, shares some insights around the possibilities the acquisition by Calabrio brings, how we together are on a mission to humanize customer and employee experiences. The importance of human connection in business has come back in focus in recent years with the upward trend for customer experience (CX).

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6 Email Management Tips That Can Increase Your Productivity By 90%

ProProfs Blog

Email is still a crucial channel to master if you want to be successful. Brands have been sending more emails than ever, and marketers consider emails to be among the most effective online communication channels. Email marketing expert Dela Quist states: To not have an email address is the digital equivalent of being homeless. However, while emails came into existence to increase our productivity, they can actually prove to be harmful when used wrongly.

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Amazing Business Radio: Jamie Gilpin

ShepHyken

Social Media and the Customer Journey. Human Connections Through a Digital Platform. Shep Hyken interviews Jamie Gilpin. They discuss how the role of marketers has expanded to include the customer experience, and how social media can positively affect the customer journey. The Interview with Jamie Gilpin: The advent of social media has opened new channels for marketers.

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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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Going to Hire Outsourcing Partner – Avoid These Slips

OctopusTech

Outsourcing can make your brand image and the same way spoil it. It can bring expertise to an area of business don’t have in-house. There are many arguments against using outsourcing or hiring the third party for your tasks. But from the past few years, the handing over business activities to other companies become more popular. From cost saving to free up resources, there are many reasons for businesses to choose to outsource.

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Human support isn’t going anywhere—enable a level of service you can’t automate

Liveops

People skills may end up carrying higher premiums. “We are at an interesting inflection point with customer service: We’ve gone from full automation and the push for chatbots, and back to live call center agents as a result of customer demand for human interaction.”. That’s from a recent article in CRM Magazine I had the honor of being featured in about how brands can meet increasing expectations for outstanding customer service by developing team members into super agents.

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Fortress Cyber Security Award goes to Concentrix

Concentrix

Global Security Team Stands out in Threat Detection Category Concentrix was presented the Business Intelligence Group’s Fortress Cyber Security Award for its dedication to cyber security both for the company’s clients and for the industry. The award identifies and rewards the world’s leading companies and products that are working to keep data and electronic assets.

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New Section 1557 Revisions in the Works That Could Affect Language Access

Certified Languages International

At CLI, we see non-discrimination laws like Title VI of the Civil Rights Act of 1964, the Americans with Disabilities Act (ADA) of 1990, and Section 1557 of the Affordable Care Act (ACA) as necessary protections to ensure every person has access to the basic services that many people take for granted. Equitable access to high-quality healthcare, in particular, is a human right — regardless of what language you speak or where you come from.

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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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Customer Satisfaction With Contact Centers Down, New Report Says

Transparent BPO

Consumer satisfaction with contact centers is down, says a report from CFI Group. In its Contact Center Satisfaction Index (CCSI) 2019, market research firm CFI Group states that contact center satisfaction has seen a decline across multiple industries for the past few years. Property and casualty insurance providers have experienced a full eight percent drop, […] The post Customer Satisfaction With Contact Centers Down, New Report Says appeared first on Transparent BPO.

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Best practices for configuring a customer health score (and why single health score fails)

CustomerSuccessBox

TL;DR A single customer health score is not ideal for a B2B SaaS business. The best practices for configuring a health score include. Monitoring the right metrics, i.e., don’t mix support signals with product adoption signals. Measuring leading indicators with short lookup windows. Having a simple risk strategy, i.e., poor score must be broad and should consider each churn signal separately.

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Gamification: How It Can Help Your Customers and Employees

Ansafone

For many business executives trying to figure out how they can improve their team’s productivity, gamification may offer a viable solution. The term “gamification” may be familiar to many of you, yet you still may be unclear on what it exactly is and how you can incorporate it into your business’s activities. So, let’s start … Gamification: How It Can Help Your Customers and Employees Read More ».

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Two Concentrix Staff Win Connected World’s 2019 Women of M2M Award

Concentrix

Cereen Varghese and Denise McCutchen Grace Demonstrate Leadership Concentrix thought leaders Denise McCutchen Grace and Cereen Varghese were chosen for influencing the advance of technology and contributing to the growth of emerging technology. The award sought smart, tech savvy and successful women in the technology sector. These women have also gone above and beyond to.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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Build a Customer Service Survey That Will Engage Your Customers

GetFeedback

Learn how to build a customer service survey that will increase your customer response rate and get you the customer data you need to succeed.

Surveys 78
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Service NSW Tops My Worldwide XM Tour

Customer Experience Matters

I’m on my way back from Australia; the end to a very long, but wonderful road trip. I’ve had a busy couple of months, delivering speeches and training in Salt Lake City (twice), London (twice), Orlando, Madrid, Sydney, and Melbourne, in addition to remote sessions in Paris and Philadelphia. What have I been speaking about? Operationalizing Experience Management (XM).

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Serving as a Role Model of Greatness

Chip Bell

When I was a young boy, I imagined I was Wild Bill Hickock a lot of the time…or sometimes I was Hopalong Cassidy. We watched the great cowboys on black and white television and then rushed to the back yard to replicate their antics. I now live on the 13 th hole of a PGA golf course designed by Jack Nicholas about an hour from the Augusta National golf course.