Sat.Dec 15, 2018 - Fri.Dec 21, 2018

Nail Your Service Level by Manipulating Supply and Demand

Injixo

In this article, we’ll review best in class practices for achieving service level by adjusting the number of available agents (supply) and the amount of incoming workload (demand). WFM Strategy

The Reason Your Employees Can’t De-escalate

Myra Golden Media

Everybody thinks to train employees on the company’s applications and products and to give them basic phone skills.

Keeping Call Center Agents from Causing Legal Liabilities and Undermining Relationships

Contact Center Pipeline

Legal disclosures are everywhere—almost to the point of ad nauseam. They are found in everything from prescription drug ads that feature absurdly long lists of side effects to the obvious, “This hot coffee is HOT.” Such marketing-based disclosures become practically invisible.

Best Customer Service and Experience Articles, Videos, & Podcasts

ShepHyken

Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top Cartoon for 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. A business must keep up with the times.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

Why Do Contact Center Agents Stay?

Call Center Coach

Regardless of the economic cycle, turnover can be a problem for a lot of contact centers. Whether it’s just retaining any person to be in your contact center or just those high performers. Turnover is something that all of us need to do a better job of managing, but how do you do that?

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The Sad Truth About Utilities, Railroads and CX

Beyond Philosophy

Water and train companies in the U.K. have come under fire recently over their lousy customer service. What do these two seemingly-unrelated industries have in common? Both are monopolies, and a monopoly is almost always bad news for the customer. Water service to homes in the U.K.

Do Your Customers Trust You This Much?

ShepHyken

Some of you may or may not know that I perform magic. Not real magic. When I was a kid I did birthday party magic shows, and in high-school and college worked in comedy clubs doing comedy and magic. I still practice card tricks. . There was a magic shop in Washington, DC owned by Al Cohen.

40 Customer Retention Statistics You Need to Know

GetFeedback

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. While some churn is a normal part of any business, a high churn rate can cripple the growth of any organization.

Calculating ROI for Contact Center Technology Investments

Contact Center Pipeline

It’s easy to get excited about technology and conjure up all of the benefits that will accrue to the contact center. But you must make the case initially to get funding, and then, ideally, show that you delivered on that promise.

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.

Are You Making Intuitive or Rational Decisions?

Beyond Philosophy

How many words a minute can you type? Now, if the letters, numbers, and symbols were not printed on the keys, how many would you be able to write on the correct key? 100%, right? Maybe not. You probably don’t know the answer to the second question for sure.

Amazing Business Radio: Dr. Willie Jolley

ShepHyken

The Attitude of Excellence. Growing Your Organization to Deliver Superior Customer Service.

Give the gift of personal growth to your contact center agents

Customer Service Life

We’re moving faster than ever before to make the customer experience WOW-tastic. Customer service agents are expected to turn into an octopus by growing 8 arms to handle all the different contact points, quickly respond to chats, SMS, social media, phone calls and emails.

How Changing Customer Attitudes Should Shape 2019 Contact Center Priorities

Contact Center Pipeline

Digital technology has completely transformed the relationship between brands and customers. Interactions now extend beyond the point of purchase, taking place over a variety of channels, and forming an ongoing conversation.

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

Why is Academic Research So Impenetrable?

Beyond Philosophy

There is a great deal of information in academia that can help your business, but how do you access it? How do you read it? How can you apply this to your customer experience?

Guest Blog: 10 Surefire Ways to Improve CSAT Score

ShepHyken

This week we feature an article by Prasad Reddy who shares 10 ways to improve CSAT scores by enhancing customer satisfaction. – Shep Hyken. Customer satisfaction is at the core of your business health and growth.

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13 Chatbot and AI Experts on Whether Chatbots are a Threat to Support Agents

kommunicate

Chatbots have been there for long, and so has the speculation that one day they will replace humans in the workplace. Although chatbots are still looked at with contempt for many justifiable reasons, they have definitely come a long way from being the primitive version of themselves.

SUPER AGENT – Stopping Smart Product Returns from Ruining Christmas Sales

TechSee

With Google Home, Apple Homekit and Amazon Echo creating buzz around connected devices, smart home products have become increasingly popular.

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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.

4 Content Marketing Tips Ecommerce Businesses Should Use in 2019

Joe Rawlinson

Content marketing is not merely effective today. Its efficiency is growing with every passing year, according to statistics. People today devour massive amounts of content daily, so providing them with the top-quality stuff is the way to set yourself apart from the competition.

5 Top Customer Service Articles for the Week of December 17, 2018

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. Why Customer Experience Has Never Been More Vital by Samantha Paxson.

30 Customer Retention Strategies Used by Top Companies

Nextiva

Most business owners know that retaining customers is valuable, but just how valuable is it? Econsultancy reported that winning a new customer costs a company five times more than retaining an existing one. Despite this, they found that most companies focus more on customer acquisition than customer retention strategies — 28 percent more. So, why […].

3 Steps to Onboarding Successful Customers

Amity

Customer onboarding is a unique window of opportunity for a SaaS business. It’s a time when the customer is truly excited and interested in advice and guidance in a way they likely won’t be later on in their customer journey.

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Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

8 Simple Rules for Making Customers Happier: Embody the Champion You Want Your Customer to Become

Guru

Customer happiness is the ultimate goal of every customer experience (CX) team. There are a number of ways to create happy customers, but it’s not always as straightforward a process as it may seem.

The Secrets to Growth. How to Get New Customers

C3Centricity

This shorter than usual post was inspired by a great question on Quora about how to get new clients. Although my original answer was for a web design company, most of my ideas are relevant whatever industry or profession you are in.

How to Create a Business Continuity Plan

Nextiva

If a disaster such as a fire, flood or communication breakdown were to occur, many businesses would lose profits, damage their reputation or even be forced to close. A well-thought-out business continuity plan can help prevent this kind of extensive damage from happening. Having a company-wide plan in case of an emergency is essential, especially […].

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Ten Workplace Trends Shaping the Future

Integrity Solutions

The fight to keep top talent. Millennials in leadership roles. Addressing the skills gap. And more 2019 workplace trends we’re watching. By Mike Esterday. The notion of work is changing in America.

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Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

Top 3 Customer Experience Predictions for 2019

CSM Magazine

As the year draws to an end, Philip Say, VP of Innovation Product Management at Sutherland Labs makes his CX predictions for 2019. Contextual awareness will redefine the customer experience.

How Guru Uses Brand Guidelines to Empower our Revenue Team

Guru

A dynamic, emotionally-intelligent brand can be a competitive differentiator , but only if your internal teams know how to use it correctly.

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Voice Biometrics: The ‘Thumbprint’ of the Future | Pindrop

pindrop

The post Voice Biometrics: The ‘Thumbprint’ of the Future | Pindrop appeared first on Pindrop

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