Injixo
DECEMBER 20, 2018
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).
Myra Golden Media
DECEMBER 17, 2018
Everybody thinks to train employees on the company’s applications and products and to give them basic phone skills. But very few people in customer service actually get the training they need to get an angry customer to back down, politely control conversations with ramblers and skillfully handle the customer who demands to speak with a supervisor. I want to talk to you about why your employees can’t seem to de-escalate intense interactions.
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Contact Center Pipeline
DECEMBER 20, 2018
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. But when it comes to delivering legal disclosures, there is danger in not taking […].
Beyond Philosophy
DECEMBER 17, 2018
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. is provided by regional companies that each hold a monopoly on their own territory.
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ShepHyken
DECEMBER 20, 2018
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. If they don’t, they will be disrupted and find themselves either playing catch up or worse, shutting down altogether.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
DECEMBER 19, 2018
As CallMiner continues to grow, we are committed to also growing our community support through charitable donations and volunteer activities.
Beyond Philosophy
DECEMBER 20, 2018
How many words a minute can you type? 40? 60? 90? 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. However, participants at a study at Vanderbilt University do. The participants typed from 72 to 94 words a minute.
ShepHyken
DECEMBER 19, 2018
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. I met Al when I was a teenager. As I started to perform more and more for money, I could afford to be a regular customer of Al’s.
CX Global Media
DECEMBER 18, 2018
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? One of the ways that you can do that is by focusing in on what’s causing agent to stay.
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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
Nextiva
DECEMBER 18, 2018
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 […].
Beyond Philosophy
DECEMBER 21, 2018
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? Colin will reveal how you can benchmark your performance against other companies to determine how you are doing in the new world of behavioral economics and customer experience.
ShepHyken
DECEMBER 18, 2018
The Attitude of Excellence. Growing Your Organization to Deliver Superior Customer Service. Shep Hyken sits down with his longtime friend, Dr. Willie Jolley and discuss the strategies he used to help Ford avoid bankruptcy, why you and your organization should be constantly improving, and the 10 Commandments of Superior Service. Top Takeaways: •Dr. Jolley shared five key points great CEO’s focus on in their organizations: Always develop leaders at every level of your organization.
Contact Center Pipeline
DECEMBER 19, 2018
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. Three potential paths to business case development provide opportunities to deliver a return on […].
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.
Nextiva
DECEMBER 20, 2018
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 […].
Customer Service Life
DECEMBER 18, 2018
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. All the hats they wear can’t even stay put on their heads because there are just too gosh darn many.
kommunicate
DECEMBER 18, 2018
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. The three-pronged spear – AI, NLP, and ML [.]. The post 13 Chatbot and AI Experts on Whether Chatbots are a Threat to Support Agents appeared first on Kommunicate Blog.
Contact Center Pipeline
DECEMBER 18, 2018
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. At the center of this evolving brand-customer relationship is the contact center. This trend continues to grow, with the quality of these customer experiences […].
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!
TechSee
DECEMBER 19, 2018
With Google Home, Apple Homekit and Amazon Echo creating buzz around connected devices, smart home products have become increasingly popular. While in theory, smart devices should be easier to set up – most are wireless and can be remotely connected; in reality, the setup of smart devices can present significant challenges to the consumer. Successful onboarding of new smart devices is dependent on the consumer to choose the right location for the device, to connect correctly to the current infra
Vonage
DECEMBER 18, 2018
Thousands of trailblazers gathered at Salesforce World Tour in New York City at Jacob K. Javits Convention Center for a day of innovation and inspiration. As scores of attendees packed the impressive all-glass venue in Midtown New York a small group of thought leaders kicked it off with an early morning breakfast to discuss AI, chatbots, omni-channel, and analytics for contact centers.
Joe Rawlinson
DECEMBER 18, 2018
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. In 2019, you will need to focus on complex long-form content, experiment with formats, and pay more attention to your distribution channels and commitment.
GetFeedback
DECEMBER 17, 2018
Customer service and customer feedback go hand in hand: to provide the best service possible, you need insight from your customers. This means using the right customer surveys, in the right places, at the right times. And while it might be tempting to rely on your intuition when it comes to creating and placing surveys, at GetFeedback we advise against it—there’s an actual order to the madness.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Liveops
DECEMBER 19, 2018
Don’t let hectic holiday distractions get in the way of remote work. I remember the first holiday season I spent working from home. My family hated it. People kept interrupting what I was doing. The days felt twice as long as usual, and I was getting half as much done. Distractions were everywhere. Travel was a nightmare. As a kid, I never understood what could make Ebenezer Scrooge or the Grinch so curmudgeonly, so hostile against simple expressions of joy and togetherness.
Contact Center Geek
DECEMBER 19, 2018
Matt Beckwith considered leaving his contact center job because he felt bogged down by the things he didn’t like about the job. He almost left, and then his boss asked him some very insightful questions that helped him find clarity almost instantly. [link] Permalink.
Cisco - Contact Center
DECEMBER 19, 2018
Hybrid chat solution makes it possible for chatbots to handle the majority of customer interactions, and to remain involved even when interactions are escalated to agents.
Customer Experience Matters
DECEMBER 18, 2018
This is the time of year for holiday cheer, family celebrations, and, of course, listings of annual trends! To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year. It was a great exercise.
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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.
Liveops
DECEMBER 20, 2018
A little cushion can go a long way to cover extra holiday expenses. People feel holiday stress for many reasons. One major stressor is the need for more income to cover extra holiday expenses. Experts recommend that you take a reasonable approach to spending for gifts so you don’t find yourself in the red—and feeling blue. However, there may be a few holiday gifts and indulgences that are important to you, and you can have them without financial stress.
Ansafone
DECEMBER 21, 2018
Passion Drives Outcomes that Serve Clients, Help Customers, and Produce Excellence Quick question: what word resonates with you more, passionate or dispassionate? Even without knowing the context, you surely picked passionate. After all who wants dispassionate, which means aloof, detached, and cold? Passion fires our emotions, stirs our senses, and sparks our interest.
Amity
DECEMBER 19, 2018
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. They’re ready to make a game plan, and soak up everything they need to learn to be successful. When recurring revenue is at stake, it’s essential to build trust, drive adoption and establish a clear path to value during onboarding.
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