Upstream Works
MAY 27, 2021
Momentum remains strong for cloud contact center solutions, with most deployments still in their early stages. This is because cloud provides business value across the entire customer service value chain. While a solid business case could be made solely for how IT would benefit, there’s a bigger story to tell that considers other stakeholders, both in and out of the contact center.
CCNG
MAY 27, 2021
Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. In this article, we will provide a summary of many situations where a Contact Center Consultant could provide immense value.
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Fonolo
MAY 25, 2021
Call center managers are always on the lookout for ways to increase the productivity of their agents and the overall efficiency of their departments. However, these plans are usually put on hold due to high call volume periods and unexpected crises. These peak periods in call volume can bring the voice channel to near breaking point. With customers clogging up the phone lines, your agents will be overwhelmed with increased customer frustration.
Beyond Philosophy
MAY 28, 2021
Business relationships are a lot like customer relationships. They both involve buying decisions and loyalty—and emotions. However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Today we will go through those differences with our 5 Rules for Managing Your Customer Experience in B2B relationships.
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ShepHyken
MAY 24, 2021
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. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. (Custify) It’s crucial for those who are loyal to you to make sure they feel appreciated by going the extra mile for them.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
MAY 23, 2021
The CallMiner Research Lab uses AI to understand and improve conversations between a company and its customers. Here is what the data tells us about sorry.
Beyond Philosophy
MAY 22, 2021
In the early days of my career, I thought the customer was always right. The idea that one should fire a customer sometimes would have sounded like madness to me. However, as I have matured over the following four decades, I learned that sometimes the customer is not right. Sometimes they are really, really wrong, from how they abuse your systems to how they tax your resources to how they talk to employees.
ShepHyken
MAY 26, 2021
Even though this is about a sales presentation, it ties into customer service. It has to do with preparation, knowing your customer, understanding what they want, and more. This is what great salespeople do to prepare for a meeting with a customer or client. This is how anyone delivers a better experience, regardless of whether it’s during the sales process or any other interaction the customer has with people in a company.
Myra Golden Media
MAY 23, 2021
One of my sisters is a flight attendant. Yesterday we talked about her enforcing mask requirements on her flights. With the CDC’s recommendation, I knew that vaccinated people don’t need to wear masks outdoors or indoors, but we still should cover up on planes, trains, and busses, which would put her in a challenging position. We happened to be having the mask conversation as my sister was walking down the jetway for a flight from Dallas to Des Moines.
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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
Callminer
MAY 25, 2021
Discover why Forrester Consulting examined the latest trends in customer intelligence.
Contact Center Pipeline
MAY 28, 2021
May 2021 was packed with virtual industry events. The Pipeline blog also welcomed a steady stream of contact center professionals interested in trends and instructional content for navigating the months ahead as vaccinations continue to rise, businesses restaff and leaders plan for post-COVID customer care operations. The following are our top 5 posts in May. […].
ShepHyken
MAY 28, 2021
This week we feature an article by Megan Wenzl, the SEO Content Manager at Linnworks. She discusses what retailers need to focus on when it comes to total commerce and the effortless economy.?. Imagine a customer goes online to buy a new pair of golf shoes.? . This customer has multiple options on how she’ll shop for the golf shoes. She can go directly to a retailer’s website, Amazon, or even Facebook to find the perfect pair of shoes for her next round of 18 holes.?
Myra Golden Media
MAY 24, 2021
I’m answering questions YOU’VE posted right here on my channel! Watch for ideas to get your AHT down quickly! Questions One 1:48: Hi! Myra, What if the Customer doesn’t want to hear sorry because they already heard those words multiple times? Question Two 3:38: I would like to know the best ways to reduce call handling time, stop callers talking over me, and to not have to repeat what I’ve told them.
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
MAY 24, 2021
The future of the market for home security firms is bright. Rising crime rates, falling prices of home security devices, and the growing adoption of IoT smart homes and cloud-based technologies are driving the sector to an estimated $62.3 billion by 2025. While the increasing demand for 24/7 monitoring service means that professionally installed products are expected to remain the largest installation type, the DIY (Do-it-yourself) segment is expected to experience the highest growth rate durin
Contact Center Pipeline
MAY 26, 2021
Contact centers and customer care teams for enterprise brands have been operating in a certain way for decades. Many rely primarily on phone support to serve customers; others use slightly more advanced tools like synchronous web chat or even email. But when the COVID-19 pandemic struck in early 2020, support volumes increased sharply, and contact […].
Fonolo
MAY 27, 2021
Employee feedback is critical for businesses who want to understand their employees’ opinions and attitudes towards work, and improve their business policies and processes. Measuring engagement through surveys allows for employees to feel heard. Engagement is especially important for call centers, since staff turnover is typically high. Research shows that customer complaints, poor morale, and low pay all attribute to high turnover rates in the call center industry.
TELUS International
MAY 24, 2021
People are spending more time than ever with video games since the pandemic began. Here's what you need to know to better support gamer mental health.
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!
Integrity Solutions
MAY 25, 2021
To ramp up sales performance and strengthen your sales pipeline, you have to develop your salespeople’s confidence; inspire them to be more proactive; improve their ability to build trust and rapport in an increasingly digital world; and equip them to engage in buyer-centric, results-driven conversations. The sales business went through rough waters (to put it mildly) in 2020, but now it’s time to get your sales plan ready and your team geared up to ride the coming wave.
Contact Center Pipeline
MAY 25, 2021
From 1990 to 2010, some 4,400 children in the United States 17 years of age and younger made trips to the emergency room annually for the treatment of injuries resulting from amusement park rides. What does this have to do with contact center agents, you ask? I think many would agree that working in the […]. The post Equipping the Enterprise for the AI-Powered Human Agent Era first appeared on Contact Center Pipeline Blog.
Ansafone
MAY 24, 2021
Over the last 14 months, many office and contact center employees have been working from home amidst the COVID-19 pandemic. Now that vaccines are rolling out and all adults in the US are eligible to become vaccinated, businesses are beginning to open their offices, returning to a more traditional setting once again. With the return … Returning to the Office: How the Return to Traditional Offices Will Affect Your Business and Customers Read More ».
TELUS International
MAY 26, 2021
Organizations have long relied on average handle time (AHT) to measure customer service success. But in an age defined by customer experience and engagement, more and more brands are wondering: Is it really sufficient to measure success in seconds?
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.
CSM Magazine
MAY 26, 2021
A few days ago, I was shopping around for a roadside assistance plan. I nailed my search down to three companies. Here some key takeaways I collected from the experience. The first company that had a few good reviews and an A rating with the better business bureau (BBB) was the first one I reached out to via phone, selected all the suitable options to talk to new membership sales.
Nicereply
MAY 25, 2021
By comparing your survey results to other companies, you add context to your scores. You might be looking at your latest survey results and wondering…. Are these good? How do we compare to our competitors? How are other companies in our industry performing when it comes to customer satisfaction? Should we be doing more? We’re here to help. Why is benchmarking important?
Totango
MAY 26, 2021
We recently polled the Customer Success industry asking about the top challenges they are facing. The number one answer? Scale. Over the years, we’ve found that most companies are very oriented around a high-touch customer engagement model. However, as the world has shifted (particularly last year during the pandemic), the modern customer journey has shifted as well and it now requires a different engagement model.
Guru
MAY 27, 2021
Implementing change at work can be. challenging to say the least. Whether you’re up against a change-resistant culture or struggling to create buy-in, having the right tools and documentation can do a lot to help your change management efforts.
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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.
Expivia
MAY 28, 2021
One of the most important aspects of a successful call center is the leadership team. Good managers and supervisors are the best at guiding and motivating agents. And call center management training is how you can ensure that your leadership team is up for the task. Good Managers Aren’t Born. They’re Made. Many call center managers assume that because an associate did a great job on the phone they’ll be a good supervisor.
Nicereply
MAY 27, 2021
Pattern recognition is critical to adjusting and improving your customer experience. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. It is successful execution on programs to turn these observations into new practices that led to Rancher Labs, recently acquired by SUSE, winning a 2021 Nicereply Customer Happiness Award for Customer Effort.
Education Services Group
MAY 28, 2021
Let’s talk Customer Success Plans. What’s a Customer Success Plan, you ask? Well, let’s just say it’s the wind beneath your customer’s wings. It’s the recipe for their success. It’s the chocolate in their cake. Or whatever flavor of cake you like best. My amazing metaphors aside, Customer Success Plans are essentially the “what” and “how” of delivering on your CS strategy.
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