Beyond Philosophy
MARCH 2, 2020
We have all been in line or on hold for customer service , waiting for a company to get back to us. We tap our toes and roll our eyes as we wait. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. Or are they? Last February, the Harvard Business Review (HBR) published, “ Why is Customer Service so Bad?
Tethr
MARCH 3, 2020
Looking into flexible scheduling options is one way to offset call center agent turnover. For some, this might mean allowing your workers to select shifts that best support their home lives. For others, this means giving reps the reigns to work remotely if the technology is in place to support it. Transitioning from a team of 100 percent onsite call center agents to a more flexible working environment can be daunting.
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Talkdesk
MARCH 3, 2020
As business leaders, it’s our job to take care of our employees and our customers. We may not be able to control most natural disasters and emergencies, but we can control how we support employees and customers during these times. A recent article in Harvard Business Review, “ What’s Your Company’s Emergency Remote-Work Plan? ”, highlights the importance of business flexibility in times of crisis, noting the increase in remote working, establishing communications protocols and identifying
Callminer
MARCH 2, 2020
Solving a caller’s problems quickly can significantly improve their perception of your organization’s overall quality and competency. However, achieving the fastest possible resolution speed – over the course of a single call – can prove to be more complicated than it seems. There are many variables involved in handling customers’ calls efficiently enough to resolve them without need for additional contact to be made on their part.
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Contact Center Pipeline
MARCH 3, 2020
Remote work in contact centers has evolved from an alternate staffing strategy to a core employee benefit. In fact, 80% of contact centers today embrace flexible scheduling and remote working for some segment of their population. Based on remote-work consulting and conferences with hundreds of clients, trends that we see in terms of mistakes and […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Inbenta
MARCH 6, 2020
For more than 15 years, Inbenta has been supporting companies worldwide in the creation of virtual assistants. We have seen the trends and uses evolve and while user expectations in terms of interactions and conversation have changed significantly, performance metrics have remained quite constant. They remain your main source of analysis to evaluate the impact of an AI chatbot on your company’s results.
ShepHyken
MARCH 6, 2020
This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us. One single negative contact can ruin your reputation in the eyes of not only that one customer but also everyone he or she knows.
Ambs Call Center
MARCH 1, 2020
When looking for a telephone answering service , it’s easy to be overwhelmed by the sheer volume of companies that show up on your Google search.
Mindtouch
MARCH 5, 2020
If we’re sure of one thing, it’s that customers are in the driver’s seat —now, more than ever. As Gartner predicts, “By 2023, organizations at advanced stages of digital transformation will find that poor customer experience is their biggest barrier to further success.” 1. Simply put, organizations that can’t find ways to elevate their CX might soon find themselves going by the wayside.
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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
Beyond Philosophy
FEBRUARY 29, 2020
Research in Harvard Business Review last year suggested that some companies with poor customer service are terrible on purpose to wear out disgruntled customers so they don’t have to fix customer problems. Moreover, the HBR authors suggest that this method makes these organizations more profitable. This episode of The Intuitive Customer explores this idea in more detail.
ShepHyken
MARCH 4, 2020
It’s almost here… the updated and revised edition of The Cult of the Customer. If you’re reading this article the week it’s posted, then this is a sneak preview of a few of my favorite quotes from the book. Even if it’s after the book comes out, it’s not too late to “join” the Cult of the Customer—the cult you want to belong to! I want to share some quotes from the book to get you thinking about how to amaze your customers.
Contact Center Pipeline
MARCH 4, 2020
Welcome to the March 2020 issue of Contact Center Pipeline magazine! It is gratitude month for me at Contact Center Pipeline! Our first issue was published in March 2009. And as they say, the rest is history. Reflecting back to our humble beginnings, I am grateful for our core team—Steve, Susan, Frank and Mark—for all […].
Callminer
MARCH 5, 2020
We reached out to a panel of hiring managers to find out which interview questions are most useful when interviewing for customer service managers.
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.
TechSee
MARCH 5, 2020
Every customer service professional knows that running a successful call center is a constant balancing act. Managers will often focus on improving employee productivity to keep customers happy and costs down. However, if they are too successful at increasing productivity, their efforts can easily backfire. Overworking employees can actually drive up call center costs by causing burnout and leading to high agent turnover.
ShepHyken
MARCH 3, 2020
The Radical Relevance of Customer Experience. Crafting Your Message to Deliver a Consistent Internal and External Experience. Shep Hyken interviews Bill Cates. They discuss his new book, Radical Relevance: Sharpen Your Marketing Message – Cut Through the Noise – Win More Ideal Clients , and how companies can create the message that best defines their customer experience.
Contact Center Pipeline
MARCH 5, 2020
When you think of states with the hottest temperatures in the U.S., chances are Arizona will be at the top of your list. Here in Cave Creek, Arizona, home of Saddletree Research Global Headquarters, triple-digit temperatures are common from May through September and our usually mild winters bring in hordes of “snow birds” from the […].
Callminer
MARCH 1, 2020
Time to reflect, as this time last week we held the first event of this years’ LISTEN World Tour in central London, to great 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!
ProProfs Blog
MARCH 6, 2020
Bill Gates, the wealthiest business tycoon, said, “ Your most unhappy customers are your biggest source of learning ”. Bill might be running one of the biggest companies that the world has ever seen; however, he too has to deal with unsatisfied and complaining customers. . According to a study conducted by Walker , customer experience will become the key brand differentiator in the coming years.
ShepHyken
MARCH 2, 2020
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. CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. (Forbes) CX in its current form is broken.
GetFeedback
MARCH 5, 2020
Interview with Simon Whight, senior systems analyst at Zen Internet, an internet service provider in Manchester, England, about his career in the customer experience space.
Callminer
MARCH 1, 2020
Here are some tips and ideas that you can implement today to directly improve the first call resolution rate in your contact center.
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.
Taylor Reach Group
MARCH 6, 2020
By Colin Taylor. We certainly are living in interesting times. This is unquestionably the best time to ever have lived as a human being; not so good for other species perhaps. Yet we are regularly faced with new issues and challenges that can impact both our personal and business lives. The current challenge is how we prepare for, yet hope to avoid, COVID-19, the novel coronavirus that is rapidly approaching pandemic status.
Fonolo
MARCH 6, 2020
These days, the odds are pretty high that a business will have a presence on social media, interacting with customers and promoting their product. If you are just getting started or you haven’t considered how you can use social media to benefit your business, it’s time. A lot of consumers use social media platforms to engage with brands because it’s faster than sending mail and calling someone on the phone.
Guru
MARCH 4, 2020
Seeking and sharing knowledge is one of our core values here at Guru, and given the anxiety and misinformation around COVID-19, we’d like to share some trusted knowledge with you, wherever you are.
GetFeedback
MARCH 5, 2020
Interview with April Obersteller, senior manager of global customer experience at YETI, a seller of premier outdoor gear, about her career in the customer experience space.
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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.
Toister Performance Solutions
MARCH 5, 2020
Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. It's probably the number one question I get in presentations. Someone will invariably ask, "How do I get my CEO to care about customer experience?
Fonolo
MARCH 4, 2020
“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. I sat down in conversation with Sidhu at the tail-end of 2019, the year that his team took home the prestigious Customer Obsessed Award from the Customer Service Professionals Network (CSPN) annual conference
Thinq
MARCH 3, 2020
Since emerging in Wuhan, China in late January, the global community continues to grapple with addressing the COVID-19 coronavirus outbreak. With more than 40,000 active cases in 77 countries and counting, the World Health Organization has not yet officially declared the outbreak as a pandemic. With that announcement expected, the WHO is requesting that governments, […].
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