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The difference between a ‘ call-back ’ and a ‘ virtual queue ’ is subtle in definition but significant in outcomes. Many contact center managers have been distraught to find that what they needed was a call-back, but what they got was a virtual queue. MORE
Welcoming in 2021, the Year of the Vaccine. Happy New Year! I planned to write a newsletter column about enterprise servicing and investment priorities, but decided to write about innovation and our shared goals as humanity. MORE
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. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. MORE
Little successes added together make for large success down the road. Small successes add up. To put it in baseball terms, you don’t need to hit a home run every time it’s your turn at bat. MORE
Contact centre agents are on the front line of your customer service efforts, fielding customer questions, and requests while upholding your organisation’s values and standards. Because of the job challenges, agent retention is a significant difficulty for contact centres worldwide. MORE
We all know that the coffee McDonald’s sells is too hot to drink when served. If you put it to your lips, you’ll most likely receive a burn that will be far worse than anything most people have ever encountered. So why do they make their coffee so hot? MORE
Aside from the negative outcomes of the past year, there's one shining example of a positive consequence - the seismic shift towards a work from home model in the general workforce and more specifically among contact center agents and staff. MORE
Word Error Rate (WER) is a common metric for measuring speech-to-text accuracy of automatic speech recognition (ASR) systems. Microsoft claims to have a word error rate of 5.1%. Google boasts a WER of 4.9%. For comparison, human transcriptionists average a word error rate of 4%. MORE
2020 was nothing short of challenging for businesses. When the COVID-19 pandemic hit in March, we all scrambled to adjust to the new state of the world. MORE
There’s a new trend in customer service: the borders between technicians and agents are becoming blurred, with each one taking on aspects of the others’ traditional roles. MORE
Running a contact centre can be difficult, especially when your call centre operates in one geographic region while providing services to another. MORE
No matter what business you are in, the best way to connect with your customers is through the experience you provide them. However, connecting requires knowing what customers want, and today, that isn’t the same as it was 20 years ago. The Experience Economy dictates that people value experiences over material things these days. In addition to knowing what customers want, wouldn’t it also be great to know what works in Customer Experience Management? MORE
How character development compliments CX strategy is one of the most important aspects we review from numerous and diverse sets of perspectives at CX Global. Read more. The post How Character Development Compliments CX appeared first on Customer Experience Strategy and Tactics. MORE
Question: Can you give us some tactical actions that we can take to jumpstart our post-pandemic planning while keeping the continuation of our digital transformation in mind? MORE
It’s the start of another sales meeting and you can already tell the news won’t be positive. With revenue for the quarter still shy of targets, you ask the group for an update on their pipeline. The first sales rep begins by sharing how their best opportunity to close this month has fallen through. MORE
This week we feature an article from Tanya Bansal , Marketing Executive at Ameyo. Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. MORE
Is your contact centre prepared for success in 2021? Now is the time to shake ourselves free of the challenges from 2020 and embrace new trends and technologies for the new year. Equip your agents and staff with the tools and technology they need to focus on what matters most: your customers. MORE
How cool would it be if you could just dial up a “smart” instant assistant to help you set up your latest “smart” doodad. It could save you the frustration of staring at your unboxed new toy and wondering what to do next. Yeah – well, been there, done that. MORE
In the previous installment of this blog series , we shared seven cybersecurity tips to prepare your organization for 2021. This blog post includes seven more tips to help protect your organization from cyber-attacks. MORE
About a year ago, I tried something that we would all agree now was a bit foolish: predict what the 2020 contact center would look like. MORE
In a recent CCNG event, I spoke about the trends that I’m seeing globally in call centres. MORE
Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was. MORE
Ready to level up your call center team this year? Improving agent performance can seem overwhelming at first, and you may find yourself wondering, “Where to start?” Don’t fret — these eight simple methods are all you need. MORE
The call center outsourcing industry has always had to buck a few assumptions, whether it be the quality of service provided or the benefits it can deliver. But, the global success of call center outsourcing services, and the emerging economies it helps support, seems to be proof enough. MORE
Everyone could use a little more empathy these days. The desire to feel heard and understood is a basic human need, and one that has a proven impact for companies. Numerous studies have linked empathy in the workplace to increased revenue and higher employee and customer satisfaction. MORE
This blog is written courtesy of Interactions R&D team. When should AI say: “I don’t know”? No one is perfect! Humans make mistakes, and so do machines. An admirable quality in humans is to accept one’s mistakes. It turns out that it is also a valuable quality for AI. MORE
5-Star CX of the Future. Concierge-Like Experiences Using Smarter Technology. Shep Hyken interviews Mahesh Ram, founding CEO of Solvvy. They discuss how next-generation chatbots and automation technology allow brands to deliver concierge-like experiences for consumers. MORE
What can you expect from 2021 when it comes to digital customer experience (CX) trends? Two TELUS International executives share their predictions and advice. CX Best Practices MORE
Most people have a few go-to strategies that they follow during times of need. They’re comforted knowing they have a tried-and-true method that works for them and have tactics that have never let them down. I’m no different. Experience has shown us the way and we are better off because of it. MORE
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