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.

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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How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

6 Reasons Why You’re a Rookie At De-escalating

Myra Golden Media

Inflammatory words and an aggressive tone heat up an interaction like an oven heats up a room.

More Trending

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.

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.

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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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.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Because self-service emergence is increasing, the need to assess the amount of support being given to our customer service reps is more important than ever before. Is there a way to find the right balance between self-service and support?

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–>

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.

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.

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.

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

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.

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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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.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

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–>

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.

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.

Using Lean Management & Human-centered Design to Improve Government Customer Experience

Taylor Reach Group

Lean Management is a customer-centric methodology used to improve the current business process by using the DMAIC (Define, Measure, Analyze, Improve, and Control) technique.

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

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.

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.

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

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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Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

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.

Contact Center CX: Next Issue Avoidance

CX Accelerator

Last week, Brittany Naylor (Vice President of Customer Support for Service Direct) queued up a wonderful topic in our CX Accelerator slack channel. It was "Next Issue Avoidance" and how support leaders are bringing this critical concept to life.

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?