Sat.Feb 02, 2019 - Fri.Feb 08, 2019

Benefits of Artificial Intelligence in the Contact Center Industry

Fenero

Do you remember the last time you called an 800 number and experienced the run around you get when attempting to follow the prompts? Were the menus confusing? Did the speech recognition feature clearly understand your responses?

It All Begins with Good Health

Contact Center Pipeline

If you’re reading this article on the Contact Center Pipeline blog, chances are you are in management or an executive and that sufficient health care has never been an issue for you or your family.

5 Contact Center Tech Upgrades to Consider in 2019

Customer Service Life

The text of this article originally appeared on the ICMI blog on December 5, 2018. Click here to read the original and click here to watch a video where I discuss the content of this article. Hint: Focus on Agent Performance.

Core Values are Decision Filters

ShepHyken

I’m honored to be the keynote speaker later this year at Office Pride , a franchisor of commercial cleaning service companies. All of the franchisees will be attending their annual meeting to network and learn about the latest and greatest opportunities happening in their industry.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Customer Experience ROI: How You Prove You Understand Customer Experience Strategy

Beyond Philosophy

Customer Experience as an industry is at a crossroads. As I have written before , the results that we should be seeing are not there. It’s time to put up or shut up. If we as an industry do not turn it around, we might see our budgets and headcounts reassigned somewhere else.

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Reality Check: Are your customers channels or people?

Call Center Coach

I’m cursed. Are you? For years I fell into a trap that I see many in the contact center industry fall in to. It’s the trap of managing workflow for efficiency. I need to be careful not to manage queues of interactions because that’s how it’s always been done.

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Guest Blog: Improving Customer Experience Using Employee Feedback Data

ShepHyken

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken.

5 Trends Set to Define Next Generation Customer Experience in 2019

TechSee

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies.

How Successful Retailers Win in Endless Disruption

Beyond Philosophy

Organizations do not have the luxury of focusing solely on operations these days. Over the past decade, retail as an industry has changed. To survive, retailers must put the customer at the center of everything they do. That said, not everyone believes it yet. <!–more–> <!–more–>

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

Convoso Client success story: VSA

Convoso

VSA searched for a single contact center platform that would eliminate the inefficiencies created by using various CRM systems and dialer capabilities not at all suited for a unique client this company needed to support.

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5 Top Customer Service Articles for the Week of February 4, 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.

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Top 10 Tips for Gathering Event Attendee Feedback

GetFeedback

Event planning is an adventure, to say the least. Locking down the venue, getting people registered, promoting it across channels, working out the logistics… the list goes on and on. Before you know it, the day arrives.

How to Create A Financial Times Award-Winning Consultancy from Scratch

Beyond Philosophy

Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This was voted on by clients and peers, we couldn’t be more honored or proud.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

14 best customer service tools for a small business in 2019

HelpCrunch

If you have a small business, your perfect customer service tool is somewhere in the borderland between functionality and pricing. With that in mind, we compared 14 different customer service tools.

Amazing Business Radio: Brian Sprinkle

ShepHyken

Big Ass Fans. Growing Customer Service Alongside Your Company. Shep Hyken interviews Brian Sprinkle. They discuss his company, Big Ass Fans , and their approach to providing high-quality customer service to support their industry-leading products.

Why Bug Reporting Software is Better than Email

ProProfs Blog

Jeff Davidson has rightly said, “Don’t let your email dictate your priorities”. Talking about priorities, customer support is on the top of the mind of any business today.

How to Create A Financial Times Award-Winning Consultancy from Scratch

Beyond Philosophy

Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This was voted on by clients and peers, we couldn’t be more honored or proud. This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. We share our 10-Step Plan for Success and ask our listeners, what would you do if you weren’t afraid? <!–more–> <!–more–>

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.

How working from home changed the way I help others

Liveops

Lifelong advocate helps callers and community from home. Sharon Meeks DuBouse brings decades of experience to her work as a customer agent for Liveops.

How the Most Important Touchpoints Get Ignored, And How to Fix It

360Connext

Touchpoints aren’t what they used to be. There was a time in our history when touchpoints were…finite. We could list them easily and agree easily to what they were. The list might have 5-6 things on it for a sophisticated organization.

Are You Ready, Willing and Able for Digital Access?

Contact Center Pipeline

Ready, willing and able is a self-explanatory idiom that describes an enthusiastic, well-prepared and eager response to change. Changes are abundant as we continue to move from 20th century approaches to the 21st in contact center management, infrastructure and technology.

Forrester’s Latest Infographic: Consumers Don’t Believe the Chatbot Hype

Ian Jacobs

Consumers really don’t like your chatbot. It’s not exactly a relationship built to last – a few clicks here, a few sentences there – but Forrester Analytics shows us very clearly that, to consumers, your chatbot isn’t exactly “swipe right” material. That’s unfortunate, because using a chatbot for customer service can be incredibly effective when […]. chatbots customer experience customer service CX Forrester Analytics

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.

How Important Is Customer Loyalty?

Envision

Today’s best-in-class organizations know that delivering world-class customer service is no longer a value-add, but a must. After all, it’s impossible for a company to survive without its customers. Still, some believe that great service is just too costly, so they do the bare minimum.

Gauging the Effectiveness of Net Promoter Score

ProProfs Blog

Wouldn’t it be wonderful if a majority of your customer-related issues could be tackled with only one question? Wouldn’t you like it if you could identify customer issues with a simple question?

Contact Center Pipeline Magazine: Inside Our February 2019 Issue

Contact Center Pipeline

Please take a few moments and see what our February issue has to offer. We cover many of those topics that challenge us every day, like training, performance management tools, analytics, recruiting and staffing, conversational user interfaces, interview techniques, artificial intelligence and more.

Overcoming 9 Most Common Sales Objections (Step by Step Guide)

CrazyCall

Objections are a common occurrence in sales, even with the best pitch out there you can still get “NO” for an answer. There are several reasons for sales objection, related to price, trust, and a product. Let’s talk about common sales objections and the best ways to overcome them.

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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.

5 SaaS Renewal Process Best Practices for Customer Retention

Totango

You should adopt a “time invested equals benefits gained” approach with your SaaS renewal best practices. With a focus on lifetime customer success rather than on quick revenue raising, you can turn your renewal process into a celebration of an ongoing partnership.

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Experiential Branding Matters Because “She” is the Influencer

ProProfs Blog

Do you remember the first time you fell in love? I remember the first time I fell in love. I was 15 years old and was head over heels for my hockey player boyfriend.

How to Use Online Surveys to Re-Engage With Customers

GetFeedback

Are you struggling with the knowledge that there are many customers who have stopped engaging with your brand? Many businesses are. And they keep wondering what went so wrong that their once engaged customer completely stopped responding to their campaigns, emails and so on.