Sat.Mar 31, 2018 - Fri.Apr 06, 2018

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Tighten Up Your AHT Projections

Brad Cleveland Blog

Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately. Some relatively simple analysis can go a long way toward tightening up your projections.

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Do You Have The Right BLEND For Sales?

Call Center Weekly

By Michael Sherlock “Do you care about the environment?” he asked while trying to step in front of me politely while I attempted to entre Whole Foods. Damn! I made eye contact. “Do you care about saving homeless starving dogs?” she asked, while I tried to get across the street before the light changed. Damn! I made eye contact again. “Your shoes are awesome!

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Are You Keeping Up with Your Customers?

ShepHyken

I’ve got good news and bad news for you. The good news is that you no longer have to keep up with your competition; the bad news is that now you have to keep up with your customer – meaning your customer’s expectation of the service that makes you competitive. Perhaps you just heard that your competitor is working hard to take away business from you – maybe they’re announcing a new product; maybe they’re advertising a major sale; maybe they’re opening a new location.

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Are You Ready for GDPR?

Callminer

Have you heard about the General Data Protection Regulation? It’s important to understand if or how this new legislation is going to affect your business and ask yourself: are you ready for GDPR?

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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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Why Do Customers Ask For Competitive Quotes?

Beyond Philosophy

Why do customers ask for multiple competitive quotes? When they get them how do they decide what to buy? Customers have a natural tendency to avoid extremes. How can you use this to your advantage? The post Why Do Customers Ask For Competitive Quotes? appeared first on.

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How to Turn Social Media Customer Service into a Marketing Strategy

ShepHyken

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially.

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101 Customer Experience Tips: CX in the Contact Center, Planning & Strategy, Customer Experience Tools & Technology, and More

Callminer

We’ve rounded up 101 expert tips to help you leave a lasting, positive impact by creating an innovative, meaningful customer experience.

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Focus on Well-Being: The Benefits of Wireless Audio

Contact Center Pipeline

Companies that utilize contact centers understand the value of maintaining skilled employees, since customer service tends to be an industry with a high amount of worker “churn.” The health and well-being of contact center personnel is therefore a high priority. This becomes especially notable as media reports reveal the health disadvantages of sedentary work styles. […].

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Just Get Started – CX Advice by Mr. William David McCann, Customer Experience Designer

Customer Guru

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

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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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Amazing Business Radio: Peter Ivanov

ShepHyken

Could You Benefit from Virtual Power Teams? What could virtual power teams do for you? Shep Hyken sits down with Peter Ivanov, author of Virtual Power Teams , and discusses the benefits of teams that are spread across the globe but joined by one central focus. ? ? ?. . Top Takeaways: A virtual power team is a team that has a strong gravity, a group of people bound by one central purpose, working together toward one central goal.

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Breaking the Ice Episode #53: #FreeToHelp w/ Leslie O’Flahavan

Customer Service Life

Episode #53 features our first repeat guest. Yay! It’s always a great day when we get to talk customer service with our good friend Leslie O’Flahavan. Leslie is the owner of E-WRITE and the foremost expert on writing for customer service. In this episode we first talk about one thing we’d rather make than buy from the store and then we dive into this #FreeToHelp movement that Jenny and Leslie started.

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Lost in the Labyrinth… Customers Want Out!

Contact Center Pipeline

This is my own personal idiom… and it will be the basis of my Idiom Insights columns for 2018. The contact center industry is facing serious challenges when it comes to the customer experience. Regardless of the amount of customer experience chatter taking place at the executive level, the ability to operationalize the experience continues […].

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Customer Centricity Is A Growth Strategy: CX Lessons by Ms. Caroline Kunga, CX Expert and Managing Partner, Customer Experience Excellence Limited

Customer Guru

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

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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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5 Top Customer Service Articles For the Week of April 2, 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. Three Important Considerations for Customer Service Surveys by Paul Selby. (CustomerThink) A lot has been written on performing customer service or customer satisfaction surveys.

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Apple’s Business Chat Has a Golden Moment to Dominate Customer Service

Fonolo

Apple announced “Business Chat” in June, staking a claim to a vital piece of the ecommerce landscape: the channel for customer service communication. The product went into live beta this week with about 10 companies participating, and the timing could not be better for Apple. Facebook, their main rival in this field, is bloodied from weeks of bad press over privacy issues.

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Contact Center Pipeline Magazine: Inside Our April 2018 Issue

Contact Center Pipeline

Spring has sprung here in Annapolis, MD. The little peepers are singing at the top of their lungs in the evening letting us all know that spring is finally here. Their singing tells us it’s time for growth and renewal. What’s better than empowering and engaging our agents to achieve growth and renewal? FEATURE ARTICLE […].

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Why Marketing And Customer Success Are Your Brand’s New Super-duo

Influitive

You’ve probably heard it declared that “customer service is the new marketing” on several prolific business blogs. In an age where bad experiences can easily go viral on social media, it’s a pretty accurate sentiment. Brands should be investing in effective, empathetic service teams if they want to generate more positive word of mouth in our.

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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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The Facebook Predicament: Investment Protection, Thanks to Aspect

Aspect

Last week, in the wake of the Cambridge Analytica scandal several companies and celebrities, including SpaceX, Playboy, Will Farrell and Cher left Facebook. Meanwhile, Facebook put a temporary pause on its app review process for new Messenger chatbots. Which means developers are currently unable to launch new automated messaging experiences on the Facebook ecosystem.

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Why Active Listening is the Best Customer Service Skill

Fonolo

They say the key to any healthy human relationship is effective communication. This principle also applies to the relationship between a customer and a customer service or sales representative. Active listening is the foundation of effective communication. Behind every customer call is a real person, looking for guidance or a solution to a problem. It’s critical to engage in active listening in order to make that person feel truly heard, understood, and served.

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The Six Disruptors of Customer Experience

Up Your Service

UP! Your Service is a global education and consulting company. We help leaders and companies all over the world achieve two primary outcomes: First, improve your customer’s experience – to help you attract customers, keep customers, generate solid business results, and maintain a positive reputation for service. Second, build a strong and sustainable culture that provides a great place to work, for everyone who works in or with your organization.

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Temkin Experience Ratings Industry Snapshot: Health Plans

Customer Experience Matters

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to TriCare for earning the top customer experience score in the health plan industry.

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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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Poor Customer Experiences Cost You Money - Transforming the Customer Experience

Kristina Evey

Service After the Sale Matters. How many customers did you lose today? It may be a hard question to answer. The answer may lie in the question – How many poor experiences did your customers encounter today while working with your company? 89% of consumers began purchasing from a competitor following a poor experience (RightNow Technologies). Based on the size of your company and number of staff working with customers – front line, contracts, sales, billing, service techs, etc –

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Is it Time to Do Away with Market Research Departments?

C3Centricity

What’s your gut response to the title question about eliminating Market Research Departments? Yes? No? It depends? I am probably in the third camp. No, if it is a department that integrates and analyses information from multiple sources, and then delivers actionable insights and recommendations. Yes, if it is the traditional market research department.

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LUX* CEO Paul Jones in Heart to Heart Interview with Ron Kaufman

Up Your Service

Enjoy this wide ranging interview with hospitality legend and pioneer Mr. Paul Jones. Paul began his career as a hospitality student in 1965, worked with Sun Resorts worldwide for more than 20 years, created and led the One & Only brand , and then led the formation of LUX* Resorts and Hotels. In this interview, Paul offers insights to building a powerful service culture, building a new brand in the hospitality industry, and shares sage advice for anyone seeking to succeed in this dynamic gl

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Temkin Experience Ratings Industry Snapshot: TVs & Appliances

Customer Experience Matters

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Whirlpool for earning the top customer experience score across TV & appliance makers.

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The Rise of the AI Coaching System: Powering the Empathic Enterprise

Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.

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Improve the Accuracy of Your Call Transcriptions, Split Recording Now Available in Beta

Nexmo

“Way a communication two is street.” Effective communication requires more than just a compilation of words. It requires context, nuance, and most importantly an understanding of who said what and when. Without these considerations, any statement or conversation between two parties can start to resemble the broken gibberish above as opposed to the cohesive sentence that it […].

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Expert Opinion: How to Ensure a Higher Customer Satisfaction Level

Taylor Reach Group

Original post via ProProfs, expert opinion summary by Colin Taylor. With Customer Experience being a crucial factor in business operations, comes the importance of ensuring high customer satisfaction (CSAT) levels. A high CSAT is a indicator of customer loyalty and repurchase intentions. This differentiator will reduce customer churn. Retaining brand advocates results in cost savings as it is cheaper to retain customers than it is to acquire new ones.

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Applying ORM Strategy via Call Centers to help Build Brand Loyalty

OctopusTech

In our modern times, the internet has turned out to be the most reliable source of information about a person, thing or a business and is currently preferred by 2 out of every 3 individuals. It happens because, with each passing day, our lives are becoming more and more entwined with the online world from smartphones to smart televisions to self-driving cars, Internet of Things hold a firm grasp upon our lives like never before.