Sat.Sep 10, 2022 - Fri.Sep 16, 2022

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Bad Customer Service Isn’t the Problem. A Bad Culture Is the Problem

ShepHyken

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). However, customer service trends seem to be heading in the wrong direction. Even several years before the pandemic began, The American Customer Satisfaction Index found the overall ratings slipping, even with brands most recognized for high levels of customer s

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Should You Stay or Should You Go? Reading the Signs and Leading CX Buy-In at Your Organization

CX Accelerator

Sally Mildren, CEO Clarity PX & Boss Lady Consulting. Matt Beran, Sr. Product Marketing Specialist InvGate. Many leaders do in fact think they are supporting Customer Experience in their organization. After all they have approved a resource and some budget to it. If we are being honest, that’s as committed as it gets for many executive and operational leaders.

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Why do we need another video series for the Contact Center and CX industry?

CCNG

As an avid reader, listener and consumer of contact center and CX industry news and insights, I have been actively trying to figure out how to provide value to the industry through multiple mediums. Since I also consume a lot of content I have built up a list of things I was willing to give my time to freely to try and help others. I have spoken at trade shows and events, done videos, written articles and been on countless webinars.

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5 Call Center Metrics to Optimize Agent Performance

Customer Contact Central Submitted Articles

Choosing the right call center metrics is just as important as operationalizing them. Here're five key call center metrics you should keep an eye on.

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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.

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CallMiner report reveals more than 60% of organizations don’t collect enough data to improve CX

Callminer

CallMiner CX Landscape Report found 62% of companies believe they don’t collect all of the CX data they need, with only 12% collecting an equal amount of solicited and unsolicited customer feedback.

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The Big Miss! – How Organizations Overlook the Value of Emotions

Beyond Philosophy

What did you do during the lockdown? Did you take up a hobby or a new exercise program? Did you watch hours of news coverage hoping for some good news? Were you in the kitchen working with your sourdough starter? Or were you on the couch watching the entirety of Netflix? All were excellent pursuits, by the way, especially the bread making. However, one of my team was spending the lock down a different way: taking a deeper dive on the data we have collected on our Emotional Signature ® research.

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The Future of Work is HUMAN!

Contact Center Pipeline

Shaping the Future of Work and Human Potential When thinking of the new competitive advantage, the Harvard Business Review (HBR) has been stating that Adaptability is the new competitive advantage! We read and hear the statement “the future of work is Human.” This is a topic of many webinars, articles, and think tanks and yet […].

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5 Reasons to Use After-Call Surveys

Fonolo

Think about how many phone calls your contact center receives in one day. Thousands, right? Now, think about how many ripe opportunities you have to ask for customer feedback. Thousands again. How? Through after-call surveys. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback.

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Amazing Business Radio: Jon Shanahan

ShepHyken

How Empathy Drives Business Growth . Creating a Culture that Gets and Retains the Best Employees. Shep Hyken interviews Jon Shanahan, co-founder of Businessolver Inc., a benefits administration solution that combines technology and service to help employees get the most value out of their benefits. He discusses creating a culture that delights and retains loyal customers and the best employees.

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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

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TechSee Partners with Neuraflash to Provide AI-Powered Visual Engagement

TechSee

The partnership stems from an initiative with an electronics multinational to deploy virtual sales agents on retail locations, instantly connecting customers to representatives via AI-based visual engagement. BOSTON , Sept. 15, 2022 /PRNewswire/ — TechSee, the market leader in Computer Vision solutions for customer service, today announced a partnership with NeuraFlash with the goal of bringing the next generation of visual engagement and AI-powered service automation to their existing t

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Sorry, No Magic Cure-All to Turnover

Contact Center Pipeline

It is a common misconception that retaining valuable contact center agents is as simple as a salary increase. Sure, salary is a key driver when agents are considering jumping to new roles, but it’s certainly not the only factor. A new study commissioned by Calabrio found that there is a significant disconnect between the most-asked-for […].

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7 Multichannel Customer Support Software to Avoid Incoherent Communication  

HelpCrunch

Meet a typical customer of an online shop ?????They made an order and reached out to customer support to fill in the dots. “Oh, the shop has an Instagram account, I’ll contact them there” – [ … ]. The post 7 Multichannel Customer Support Software to Avoid Incoherent Communication appeared first on HelpCrunch blog.

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The 6 benefits of chatbots for housing associations

Eptica

Date: Monday, September 12, 2022 Author: Pauline Ashenden - Demand Generation Manager The 6 benefits of chatbots for housing associations. Published on: September 12, 2022. Author: Pauline Ashenden - Demand Generation Manager As housing association tenants increasingly embrace digital channels, AI-powered chatbots provide a new way of engaging with customers and meeting their needs.

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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.

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Organisations Should Build on Pandemic Messaging to Retain Customer Trust

CSM Magazine

Organisations should build on pandemic CSR social media messaging to retain customer trust in times of crisis. A study which examined the corporate social responsibility (CSR) messaging of Fortune 100 companies on Twitter during the pandemic has found that organisations could better communicate with their customers during times of crises by strategically embedding their CSR response into international marketing plans.

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Why Customer Success is your best investment during an economic downturn with You Mon Tsang and Punk CX

ChurnZero

When a financial slowdown approaches, the smartest businesses look for areas where their investment has the best leverage. Today, the greatest opportunity for efficient growth lies with Customer Success (CS) teams—the purveyors of customer loyalty. Find out how Customer Success builds financial fortitude and resilience in the latest Punk CX podcast, featuring ChurnZero CEO You Mon Tsang.

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What is a good Net Promoter Score?

Lumoa

NPS is a very sought-after resource that many companies want to use when setting goals for their own NPS strategy. However, one must remember that you should not stare blindly at others’ NPS since there are other factors affecting the score itself. . In this article, we will share some good tips on how you should manage and utilize NPS benchmarks. Net Promoter Score in a nutshell.

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Contact Center Success = great Customer Experiences (CX): Here’s how to boost your CX rep

Spearline

Today’s customers are connected customers, they expect personalized, seamless, omnichannel engagement and they are willing to pay a premium for it. Building an ecology of CX excellence takes some effort but you’ll be glad you put the work in. Let’s build a picture of what this environment will look like by first discussing some CX issues that frustrate rather than delight our customers. to track call and data flows to your agents irrespective of location, and receive full Call Detail Records (CD

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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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7 Support Phrases Customers Hate to Hear (and what to say instead)

Nicereply

There is nothing worse than using one of these support phrases and make your customers really angry. Running a business is a stressful job, and even if you are doing everything you can to keep all your customers happy, you’re bound to suffer some meltdowns. That’s why you should prepare your customer service representatives to avoid using expressions or customer support phrases that might seem offensive to clients.

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Continuous Improvement for Telemarketing Programs is Golden

Quality Contact Solutions

After countless hours of planning, preparation, and implementation, you finally have the new telemarketing program kicked off. It seems to be running smoothly and more importantly, client goals and expectations are being met. You have a great operations team in place to keep a close eye on KPIs and make adjustments as needed to continue to reach and exceed client goals.

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VoIP vs SIP Trunking: Which Is Better For Your Business

VirtualPBX

If you are looking to switch to an internet-based phone system, understanding the key differences between Voip vs SIP Trunking will allow you to pick the best communication solution for your business. The best place to start is to determine whether your business will utilize a voice-only service or if you need a more robust communications solution. While SIP Trunking and VoIP have some similarities, they are not the same.

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What is IP PBX Auto Provisioning and How Does it Work?

Hodusoft

What is IP PBX Auto Provisioning and How Does it Work? The holiday season is around the corner and people are shopping from your website like crazy. The result is a heavy inflow of calls on order status and many such inquiries. But what’s the use of getting new agents? Your traditional PBX system cannot accommodate new agents as all existing telephone lines are being used at full capacity!

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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.

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Frontline Feedback: The Story of Compassion So Counterfeit

Russel Lolacher

Have you ever been asked how you’re doing at work? The question is proposed without really caring about the response. It’s a formality. A throwaway. Now imagine for a moment, it WAS taken seriously. It was taken to heart. It was responded to honestly. But it didn’t go the way it should. Stay tuned for a tale of good intentions, missteps, and broken trust.

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Customer Success Dashboard KPIs: Nine CS Metrics To Track

Totango

Customer Success Dashboard Metrics: Nine Top KPIs You Need to Monitor. A customer success dashboard provides a powerful tool for tracking key performance indicators (KPIs) and ensuring that your clients are experiencing satisfying outcomes. But the number of customer success metrics SaaS providers can track is extensive. Which numbers should you monitor?

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What is Call Center Shrinkage?

Fonolo

On a good day a call center can run a well-oiled machine, but call center shrinkage can derail the best-laid plans. . Picture this: You’ve got 100 agents scheduled to work on a Monday morning—enough staff to cover this notoriously busy shift. But at any given time, some individual staffers will be unavailable. They might be on a break or in a meeting, and some have likely called in sick or arrived late.

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How Multi Tenant PBX Software Empowers Telecom Businesses?

Hodusoft

How Multi Tenant PBX Software Empowers Telecom Businesses? The dynamics of the telecom industry have dramatically evolved in the last few years. More than 36% of businesses have adopted VoIP technology for improving the quality of customer service. When you have distributed teams, multi-tenant PBX systems become the lifeline of your business communications.

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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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Conversational AI 101: NLU and IVR for Beginners

SmartAction

Artificial Intelligence is what makes automating voice conversations possible. Companies such as Google and Amazon are continually bringing new iterations of conversational AI technology into the mainstream and integrating different applications of machine learning into our everyday lives. Asking Alexa to play your favorite podcast and have her quickly play it for you is made possible by the same type of technology that allows contact centers across the world to automate voice conversations.

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Customer Success Playbook Tips: Five Proven Tactics

Totango

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. Here we’ll show you how to use customer success playbooks to support your CS strategy: We’ll define the customer success playbook and clarify

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How To Spot Product Trends Or Issues Using Contact Center Data

MiaRec

With the adoption of new data processing technology and Big Data, companies are collecting more data from their customers through the implementation of customer loyalty programs, phone/email/online surveys, order histories, and much more. But this gives you a limited view of the world. For example, survey response rates are at an all-time low ( 18% for a phone survey ), and you are drawing from a very limited pool of survey participants.