Aria Solutions
JUNE 6, 2018
Unless you have an awesome employee experience program in place, your contact center probably experiences high agent turnover – a real issue affecting most contact centers. Not only are your productivity levels and financials being damaged, but your recruiting and training costs will only continue to rise. Why is agent turnover often high? There are many reasons why agent turnover is probably higher than you like.
Brad Cleveland Blog
JUNE 6, 2018
As a primary customer touchpoint, the contact center has enormous potential to provide other business units with valuable intelligence and support. This can include input on customers, products, services and processes — information that, when captured, identified, assimilated and turned into usable knowledge, can literally transform an organization’s ability to identify and meet customer expectations and demands.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
The Northridge Group
JUNE 7, 2018
“Thank you for calling. Please listen carefully because our menu has recently changed.” We’ve all heard this greeting, but most callers aren’t aware that it’s not just the menu that has recently changed. The technology, processes, and workforce management efficiencies at contact centers have all undergone recent upgrades.
Beyond Philosophy
JUNE 8, 2018
Businesses are in a rut. Speed, efficiency and convenience are all rational factors companies focus on when they think about customer experience. But good experience isn’t that simple. It involves more than you think. For years, research has indicated that the future of success for business is in customer experience. But recent PwC research shows that businesses have a customer experience disconnect.
Advertisement
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.
Myra Golden Media
JUNE 8, 2018
Studies show the average business call lasts 2 minutes longer than it needs to. Customer service employees struggle with call control for a variety of reasons, including they don’t want to be rude to the customer, they aren’t sure how to move to closure or because the customer is rambling or angry. Using the principles of harmony, assertiveness and leading from the martial art Aikido, Myra walks your employees through the steps to politely and confidently control conversations.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
JUNE 4, 2018
We’re always looking for new ways to incorporate machine learning into speech analytics. I ended up with some interesting findings that really show the power of machine learning.
Beyond Philosophy
JUNE 4, 2018
Each of us has a time when we decide and a time when we act. Once we act, we pass the point of no return on our decision. In other words, once we take action on a decision, we are less likely to change our decision—even when we run into challenges. It’s all a matter of mindset. The Rubicon model is a psychological principle that distinguishes our decision-making method or deliberative mindset from our execution course or implementation mindset.
Contact Center Pipeline
JUNE 6, 2018
The 2018 SWPP Annual Conference in Nashville kicked off on Sunday, June 3rd. I love the all-WFM-all-the-time format of this conference. Every break, every lunch, and every session is devoted to forecasting, scheduling, real-time adherence, staffing models, power-of-one, net staff, Erlang… and this goes on for three days. I can’t wait to get out on […].
ShepHyken
JUNE 5, 2018
Learn the Rules of Being Crisis Ready. Are you ready for a customer service or brand crisis? Shep Hyken discusses handling and preparing for a customer service or brand crisis with Melissa Agnes , the author of Crisis Ready: Building an Invincible Brand in an Uncertain World. ? ? ? >?. Top Takeaways: Melissa explains that ever since she was a kid in Montreal, she’s had the ability to spot and mitigate potential risk.
Advertisement
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
TechSee
JUNE 5, 2018
Show, Don’t tell. George is eagerly looking forward to setting up his new smart home. He unboxed and installed all his newly-purchased connected devices and downloaded the software successfully. Now all that’s left is to configure it all via the website. But… it’s not working. He can‘t find the menu he needs and the icons are simply not where they are meant to be.
Beyond Philosophy
JUNE 8, 2018
Do you want your customers to buy your product or service over and over again? If you do, you need them to form a habit. Colin Shaw and Professor Ryan Hamilton discuss how and why are habits formed. What can we do to discover customer’s habits and change them to our advantage? The post How To Ensure Your Customers Buy From You Habitually? appeared first on.
Customer Guru
JUNE 6, 2018
Some say that to be perfect in a customer-driven industry and to deliver 100% customer satisfaction is next to impossible. However, isn’t that what makes it more desirable? If the idea of customer service excellence were so easy, every organization would be at the top of their game! An essential starting point to make the impossible possible is to have an employee base that is customer-centric.
ShepHyken
JUNE 8, 2018
This week we feature an article by Daphne Kasriel-Alexander who tells us how to create mega-fans who can then become your biggest advocates. – Shep Hyken. Meet Mor and Yoni, two of the Lightricks support team all-stars. Ever been put on hold for three hours? Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too.
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.
Contact Center Pipeline
JUNE 7, 2018
There are few things in life that inspire as much passion as travel. It has the power to change perspectives and transform lives. That’s why travel can typically be found at the top of New Year’s resolutions and bucket lists. Given the human tendency toward wanderlust, what is it that holds us back from pursuing […].
Amity
JUNE 6, 2018
Customer success managers (CSMs) are entrusted with retaining customers and optimizing their experience--a broad mandate that can look dramatically different between companies depending on industry, size, and culture. As the first customer success hire in a rapidly growing company, I’ve seen the role evolve and have learned through experience (and often hindsight) key practices to navigating the unique challenges of operating in a small, growing company.
Lumoa
JUNE 5, 2018
Every company dreams of having no negative feedback and no unhappy customers, yet many companies fail to identify their detractors and turn them into promoters. Why is that important? First, let’s get back to statistics : At least 30% of consumers stop interacting with a brand they love after the 1st bad experience and around 50% of all the consumers leave the brand for good after several bad experiences.
ShepHyken
JUNE 4, 2018
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. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. (CustomerThink) Known in customer relationship management (CRM) circles as the “Godfather of CRM,” Greenberg suggests businesses are better off consistently meeting their customer’s
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!
Contact Center Pipeline
JUNE 5, 2018
What a busy time of year! The month of June always brings many activities, like graduations, weddings, dance and band recitals… great celebratory events. And, it is a busy time of year in our centers. Many of us are starting to gaze upon our yearly budget process, gearing up to hire for seasonal workers and […].
Fonolo
JUNE 7, 2018
We’re about half-way through 2018, and the pace of acquisitions in the call center space has been brisk. We’ve seen transactions for every size and covering a wide range of technology. It always amazes me how dynamic and fluid this industry is. Below are the 5 most interesting deals I’ve seen so far. An honorable mention goes out to Mitel’s acquisition by a private equity firm and departure from the public market.
Answer Dash
JUNE 5, 2018
Dennis Snow, well-known customer service guru, showcases in his new video on the problems that occur when an organization abdicates responsibility for managing the customer's experience. Let's get to know the importance of managing customer experiences of your business in this video by Mr. Snow. This vlog is created by Dennis Snow : Following a rewarding 20-year career with Walt Disney World, Dennis Snow is now the CEO of Snow & Associates.
GetFeedback
JUNE 5, 2018
If you’re a data-driven marketer, you want all the lead information you can get your hands on. Unfortunately, if you ask for it all at once—in one big, ugly form—people aren’t going to bite. It’s a problem marketers come up against all the time. You need the data, but how do you get it without putting people off? One data collection method is gaining popularity among innovative marketing teams: progressive profiling.
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.
Aspect
JUNE 5, 2018
Just a month and a half ago, Aspect president Chris Koziol made an unconventional proclamation to the Aspect Customer Experience event in Las Vegas: The contact center has got its mojo back. You may ask yourself, “what is mojo anyway and does my contact center really need it in the first place?”. Let me answer the second part of this question first.
Fonolo
JUNE 5, 2018
Last week, Fonolo hosted an insightful live discussion on the top call center metrics you need to be tracking. This expert panel discussed NPS for customer satisfaction, popular call center metrics, the future of the voice channel, and so much more! To save you some time, we’ve extracted video snippets showcasing highlights from the discussion. First, let’s take a quick look at the panel of speakers: Daniel Hong , Jon Arnold , and Shai Berger.
Jive
JUNE 7, 2018
If your company uses outdated technology, 90% of millennials said this will negatively affect their opinion of you. If you’re anxious to hire and work with talented millennials, start by evaluating your company’s technology. Jive Communications surveyed 2,000 millennials (18–34-year-old American adult office workers), and 72% said that fast in-office technology is important.
AskNicely
JUNE 6, 2018
Back in April, Portland’s customer experience gurus gathered for the first-ever CX Obsession event. Some of the Rose City’s greatest brands came together to share tales of real-word customer obsession — in 7 minutes or less — to a packed house of their peers. The result was an evening of awesome stories, connections new and old, and of course, customer love abound.
Advertisement
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.
Toister Performance Solutions
JUNE 5, 2018
Think about which employees you spend time with as a leader. For most, the priority order is fairly straightforward. Under performers get the most attention. Top performers garner the rewards and recognition. Middle performers get the least attention. This seems to make intuitive sense. Under performers represent a top priority because they aren't doing their job correctly.
Fonolo
JUNE 6, 2018
For those with even one foot in the digital doorway, chances are you may have heard some breaking news around the watercooler at the beginning of 2018: A revival is being planned for a well-known social networking platform: LinkedIn Groups. If you have ever belonged to a handful of LinkedIn Groups, or just one, your experience was probably alternately positive and negative; this reflects its reputation in the marketplace, too.
Influitive
JUNE 7, 2018
Last month, a stampede of over 3000 sales, marketing, and customer success pros took over the Mandalay Bay in Las Vegas for the SiriusDecisions Summit. They came ready to learn the latest insights from industry leaders about how their peers are driving business growth. But one announcement stirred up more buzz than anything else at.
Expert insights. Personalized for you.
48 
Let's personalize your content