Sat.Jul 10, 2021 - Fri.Jul 16, 2021

article thumbnail

Becoming an Emotionally Intelligent Contact Center Leader

Contact Center Pipeline

We are now well into 2021, and I hope this year will be a much better year for all. It is interesting that, although 2020 was such a tough year with so many challenges, for some the silver lining was that they were able, or maybe forced, to get to know themselves at a deeper […].

article thumbnail

How to Calculate Cost per Contact in the Call Center

Fonolo

There are many different call center metrics used to measure activity and efficiency. Key Performance Indicators, or KPIs, can be tracked through integrated phone systems and call center cloud-based technology. These include metrics like customer satisfaction (CSat) score, average handle time (AHT), net promoter score (NPS) , occupancy rate, average speed of answer (ASA), first call resolution (FCR), and more.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Why Contact Centres are looking at Onshoring Contact Centres again

Call Design

Over the past two decades, many Australian organisations have formed a large dependency on offshore contact centres mostly due to the fact that staffing costs are significantly lower than hiring staff in Australia. When the pandemic hit last year however some organisations such as Westpac and Telstra, decided to move some of their voice channels back on shore to mitigate risk.

article thumbnail

Is Outsourcing Your Customer Experience Really A Good Idea or Just Wrong?

Beyond Philosophy

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Today, we will examine whether this is a good idea or not. We discussed this topic of outsourcing on a recent podcast , where my co-host shared a story about his friend who ordered a trampoline.

article thumbnail

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.

article thumbnail

How to Say YES – Every Time

ShepHyken

How do you say Yes to every customer request ? Is it possible? Is this customer service utopia? My friend Christine Trippi wrote a book titled Yes Is the Answer. And Cameron Mitchell, about whom I’ve written before, wrote a book with a similar title, Yes is the Answer. What is the Question ? Both of these authors have a hospitality background. Trippi is a world-class, award-winning hotel manager and Mitchell is a super-successful restauranteur.

More Trending

article thumbnail

Hear from the Experts: Thoughts on the Future of AI and Visual Self Service

TechSee

Customer service capabilities have recently taken a giant leap forward with the launch of Eve Cortex , the world’s first Computer Vision AI platform that empowers enterprises to custom-build their own visual AR Assistants with a few clicks. The technology has ushered in the age of virtual ‘multi-sense’ assistants that can see, hear, read and interact naturally with customers.

article thumbnail

Your Every Move is Being Watched. Why Aren’t You As Scared As I Am?

Beyond Philosophy

I am learning to play guitar. However, I am not playing guitar for people. So, except for my good lady wife, no one gets to hear my latest Pink Floyd cover. That’s because we do some things in private that we don’t want other people to see. . However, when it comes to privacy, we have very little of it these days. Someone is watching every move we make online, in our conversations near AI, and even from the patterns of our robot vacuums.

article thumbnail

Guest Post: How To Keep Your Customers Attention With Great In-Store Experience

ShepHyken

This week we feature an article by Daniel Bishop, the assistant editor and marketing consultant for ReallySimpleSystems. He writes about creating a better experience for customers when they come into a store. We all know that the retail landscape changed massively in 2020. However, the truth is that the Covid-19 pandemic probably only accelerated what was happening already.

article thumbnail

The Sustainable Work-From-Home Contact Center: Provide Agents with Real-Time Guidance and Support

Contact Center Pipeline

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, Verint’s Daniel Ziv explains how expanding customer engagement channels, rising consumer expectations and a remote workforce create a new dynamic that […].

article thumbnail

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

article thumbnail

Say Hello to the Cloud-Based Contact Center Solution to Drive Customer Delight

Nextiva

Are you taking calls, or are you helping customers? If you're honest, you likely struggle to meet the demands of today's customers — until now. This week, we've debuted the Nextiva Contact Center, which closes the gap between rising customer expectations and the hybrid workplace environment that many companies now embrace. We've integrated it closely […].

article thumbnail

Your Every Move Is Being Watched! Why Aren’t You As Scared As I Am?

Beyond Philosophy

Some of you might know that I am learning to play guitar. However, almost none of you will ever hear my covers of Pink Floyd. In fact, that audience is quite exclusive, and includes only me and my wife Lorraine. That is because my guitar playing is something that I do in private, not public. In this episode, we talk about privacy, or rather, the lack of it in today’s online environment.

article thumbnail

5 Top Customer Service Articles of the Week 7-12-2021

ShepHyken

Each week I read many 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. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. (DestinationCRM) Even as interactions move to digital channels like chat, email, and social media, the companies providing the best customer service are ensuring that they don’t over

article thumbnail

The Sustainable Work-From-Home Contact Center: Reduce Training and Onboarding Time with Visual Contact Scenarios

Contact Center Pipeline

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, ProcedureFlow’s Amanda Verner discusses the benefits of providing remote contact center agents with step-by-step visual guidance to help them navigate complex […].

article thumbnail

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.

article thumbnail

11 Types of Bad Customer Service (and How To Avoid Them)

Help Scout

Sometimes the customer service teams who are supposed to be solving problems somehow manage to make them so much worse instead. These are their stories — along with some tips to help you avoid ending up on this list next time we update it! 1. Running from responsibility The root of many terrible customer experiences is a company that is happy to collect money from a transaction but not to accept responsibility when things go wrong.

article thumbnail

Understanding the benefits of moving your contact centre to the cloud

Eptica

Date: Friday, July 16, 2021 Author: Pauline Ashenden - Demand Generation Manager Understanding the benefits of moving your contact centre to the cloud. Published on: July 16, 2021. Author: Pauline Ashenden - Demand Generation Manager Embracing the cloud delivers major benefits for contact centres in terms of efficiency and flexibility. However, many businesses still have questions about the impact that moving their operations to the cloud would have.

article thumbnail

Amazing Business Radio: Jason Ten-Pow

ShepHyken

Authentic Customer Conversations. Collecting, Sharing, and Acting on Customer Knowledge. Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers. Top Takeaways: When businesses take the mundane transactions to the experiential, customers come to see what they will do next.

article thumbnail

The Role of a Chief Customer Officer

Totango

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. Customer success (CS) teams are designed to build, maintain and optimize lasting relationships with customers by helping them fulfill, and even exceed, their own business goals.

article thumbnail

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!

article thumbnail

Working Through the Stages of Grief With Your Knowledge Base

Guru

Imagine you work at a startup where you’ve been in charge of knowledge management and internal communications for the past three years. In the first year, you created processes that got everything running smoothly. In the second year, you implemented a new knowledge base tool.

article thumbnail

Alorica Named A Winner of Comparably’s Best CEOs for Diversity Award

Alorica

IRVINE, California, July 14, 2021—Alorica Inc., a trusted global leader in customer experience (CX) solutions, announced today that it won Comparably’s Best CEOs for Diversity Award. Based on the sentiment of employees of color who anonymously rated Alorica during a 12-month period (July 2020 – June 2021), this award recognizes the Company for driving positive culture change and encouraging.

article thumbnail

Amazing Business Radio: Jason Ten-Pow

ShepHyken

Authentic Customer Conversations. Collecting, Sharing, and Acting on Customer Knowledge. Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers. Top Takeaways: When businesses take the mundane transactions to the experiential, customers come to see what they will do next.

article thumbnail

The most direct cause of customer loyalty is…

Tethr

We’ve talked about a lot of ways to build customer loyalty over the years, from first contact resolution, to more digital options, to staffing choices. But there’s one secret that all these strategies have in common—and it’s not what you’d expect. There’s no top-secret tool, no gadget, and no magic phrase that makes your customers loyal for life. Today, we’ll break down the “four flavors” of customer loyalty, and work to identify the common denominator in high loyalty situations. .

article thumbnail

Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

article thumbnail

Tips for High-Performance Team Leadership: A Team Planning Process

Integrity Solutions

Effective team leadership requires a blend of people focus and goal focus. While it’s rare that someone will have a perfect balance of the two, getting a clear understanding of your natural leadership style will allow you to adjust when necessary to be more flexible to the needs of your team members. It’s an important first step in building and retaining a high-performing team.

Coaching 114
article thumbnail

11 Tips on Delivering Great Customer Service in Education

Help Scout

When thinking about education, most of us tend to think only about teachers and other administrative staff — frontline workers, so to speak. It makes sense; frontline educators are incredibly important and often underappreciated. In reality, the education ecosystem is like an iceberg: What you see is just a small fraction of the whole. In order for frontline educators to do their jobs successfully, they need access to things like books, software, and various other supplies.

Education 113
article thumbnail

Amazing Business Radio: Jason Ten-Pow

ShepHyken

Authentic Customer Conversations. Collecting, Sharing, and Acting on Customer Knowledge. Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers. Top Takeaways: When businesses take the mundane transactions to the experiential, customers come to see what they will do next.

article thumbnail

Understanding Customer Success: Growth Driven by the Customer-Centered Economy

Totango

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. In the old days, growing your business was easy. Tell people about your business, get them in the store, sell them things, then look for more customers. But that was before the internet made it possible to deliver highly customized items.

article thumbnail

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.

article thumbnail

From Snacks to Surveys: 7 Tips to Boost Employee Engagement

aircall

When your employees are happy, it’s easy to think you’re doing a good job. However, there are many reasons they might not be engaged and satisfied at work. What’s more, low employee engagement levels can harm their overall productivity and impact their ability to meet goals or targets. One of the best things you can do to improve employee engagement is to invest in your team members and provide them with opportunities to grow.

article thumbnail

Shopify Bots: What are They and How to Add Them to Your Websites?

kommunicate

Shopify is one of the most widely used e-commerce platforms that have helped many businesses globally to go online by building their marketplace. It’s used by more than 800,000 vendors worldwide. While the customer is the pivot around which the eCommerce business works, it is essential to have effective customer engagement to enhance their experience [.].

article thumbnail

How to Navigate Customer Experience (CX) as Travelers Re-Emerge to Explore Destinations

Working Solutions

Travelers are on the road again, yet not everything is completely back to normal just yet. People are still concerned about COVID-19, for themselves and for others. A myriad of supply issues may keep some potential adventurers sticking closer to home, but the industry is coming to life again. Experts predict summer travel spending is […].