Sat.Dec 05, 2020 - Fri.Dec 11, 2020

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How Intelligent Virtual Assistants Are Leading the Transition to the Intelligent Enterprise

Contact Center Pipeline

Intelligent virtual assistants (IVAs) have proven themselves to automate the handling of customer and employee requests and tasks. They are quickly becoming a fixture in the organization’s customer service workforce, becoming the “MVP” of the customer care team. But IVAs aren’t content to rest on their laurels; increasingly, they are being directed to serve an […].

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5 Proven Ways to Make your Contact Center RPA Successful

TechSee

Ever since the Industrial Revolution, organizations have always looked to robotic technology as a way to advance their operational efficiency. Think sewing machines, factory conveyor belts, even traffic lights. As industries digitize, more and more manual or routine repetitive activities can be automated – a phenomenon known as Robotic Process Automation (RPA).

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Improving Contact Center Team Performance

CX Global Media

Kristyn Emenecker shares her experience and stories about this team member is your most important yet neglected team member. The post Improving Contact Center Team Performance appeared first on CX Global Media.

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2021 Reality Check – New Technologies Available in the Contact Center

CCNG

We all know that contact centers require a thoughtful balance of People, Process and Technology. The technology in a contact center, ideally, should support and enhance the other two components (People and Process). When it comes to technology, vendors are always pushing the next big thing. They can make it sound like everyone else has all of the new capabilities.

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The 2023 Verint Experience Index: Retail

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

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The 5 Rules of Measuring and Managing Customer Emotions

Beyond Philosophy

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. I remember thinking, “Ok. Sure, but….what is a Customer Experience?” Nobody knew back then. I defined it for myself as the mix of rational and emotional parts of an interaction with a customer, which later became my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002).

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Another Way to Say ‘No’ to a Customer

Myra Golden Media

In my De-escalation Academy today, I taught how to politely yet firmly say ‘no’ to a customer. I call the method “U S A.” I’m sharing with you the very teaching from today’s workshop. Try out U S A and let me know how it works for you. For more ideas like this, check out De-escalation Academy. Practice the U S A Method.

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25 Experts Reveal the Top Things Customer Self-Service Systems Do to Hurt Customer Experience

Callminer

Read this blog to learn what can go wrong with self-service systems and how these issues can hinder the customer experience.

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The 5 Rules for Measuring and Managing Customer Emotions

Beyond Philosophy

The Five Rules for Measuring and Managing Customer Emotions. A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Ignoring emotion in your Customer Experience strategy is a big mistake and one you can’t afford to make.

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5 Top Customer Service Articles For the Week of November 7, 2020

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. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. (Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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I pulled out my Afro pick and fluffed out my curls to teach psychological priming in De-escalation Academy!

Myra Golden Media

I pulled out my Afro pick and fluffed out my curls to teach psychological priming in De-escalation Academy! My students learned how to nudge customers to accept their word as final with psychological word choice! Get your team enrolled in the next De-escalation Academy!

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Customer Service Trends 2021: What You Need To Look Out For

CX Global Media

Customer service trends in 2021 will be determined by what transpired in 2020. Here is how you and your team can stay ahead of the game. The post Customer Service Trends 2021: What You Need To Look Out For appeared first on CX Global Media.

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Change Your Work-at-Home Model to Fit Your Agents’ Needs

Contact Center Pipeline

The COVID-19 pandemic has led to a rapid and global shift of moving contact center agents and supervisors to a work-at-home model, giving rise to two central questions: How has this impacted performance; and is the traditional work-at-home model sustainable? Common industry wisdom favors a 100% work-at-home model as the best chance for sustainability, and […].

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Amazing Business Radio: Teresa Anania

ShepHyken

Create Value for Your Customers. Helping Customers Recover and Plan for a Successful Future. Shep Hyken interviews Teresa Anania , Vice President of Customer Success at Zendesk. They discuss strategies for helping customers find value throughout the entire customer journey. Top Takeaways: Customer service is what ties all other aspects of a business together.

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SME Relationships: Proven Solutions for Seamless Collaboration and 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!

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De-escalation Academy – Enrollment Now Open!

Myra Golden Media

In case you missed it, we just launched de-escalation academy. My Content Designers, Advisors, and I carefully designed De-escalation Academy to fully prepare your employees to confidently get customers to accept their word as final, preempt escalations, and control conversations assertively. If you’ve been checking out my Live Digital De-escalation workshops waiting for dates to open up on my calendar, and you want a customized workshop, this is your opportunity.

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The Tipping Point – It’s When Your Employees Feel Disconnected and Lonely

Virtual Live Labs

Virtual shock is the tipping point when an employee in a virtual/work-at-home environment suddenly has a change in attitude and/or behavior. The employee usually can’t identify that moment, but it can come with a variety of feelings. It can be the lethargic feeling that their work is boring, or they may feel disconnected from their manager or organization.

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Meet Janet LeBlanc: Our December 2020 Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s AUTHOR WALL OF FAME Janet LeBlanc is President of Janet LeBlanc + Associates, a consulting firm specializing in the design and delivery of a Branded Customer Experience®. Area of Expertise: Customer-centric leadership, CX journey analysis, voice of customer strategies, ideal customer experience design, customer metrics linked to performance management.

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The True Role of AI in the Contact Center

Fonolo

AI has been making a relentless assault on the contact center for several years. But it wasn’t until 2020 that its true role became clear. And — it’s not quite what you’d expect. Read All the Contact Center Trends Here: Contact Center Trends 2021. Contact Center Execs Had Been ‘Back-Burnering’ Upgrades. Artificial intelligence has been around for a while now, but many contact centers have yet to integrate it.

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Contact Center Dialers Demystified

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.

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307: Cliff Goldmacher – Songwriting and Innovation for Business

CX Global Media

Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was. Not really knowing what he could bring to the table, Sean tried to figure out what value that he could bring to the team, and he realized that if he could create space for them from the bureaucracy within the company, then they would be able to p

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The Tipping Point – It’s When Your Employees Feel Disconnected and Lonely

Virtual Live Labs

Virtual shock is the tipping point when an employee in a virtual/work-at-home environment suddenly has a change in attitude and/or behavior. The employee usually can’t identify that moment, but it can come with a variety of feelings. It can be the lethargic feeling that their work is boring, or they may feel disconnected from their manager or organization.

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Omnichannel Strategies Beyond 2020

Aspect

Call centers around the globe experienced some truly remarkable phenomena in 2020. There was a complete shift to remote work, unprecedented demand and tireless efforts of our workforce and administrators who had to juggle innumerable challenges but remained focused and dedicated. This year has also been the year that omnichannel communications and marketing exploded.

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How to improve your reputation with average customer service

Toister Performance Solutions

Customer service is getting worse. That's the finding from two recent reports. Companies are struggling to avoid service failures and keep their customers happy. But a third report and two top customer experience experts offer a glimmer of hope. You can stand out from the competition by being average. Forget wows. Stop worrying about delight. Don't fret over extraordinary.

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The Open CCaaS Advantage Report

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.

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3 Holiday Wish-Listed Gifts to Give Your Customers. And Your Business | Part 1

Cyara

The Gift of Time: Give More to Your Customers, and Keep More for Your Organization. Time, quality, and cost—pick only two. If you sacrifice time’s speed and efficiency for the sake of elevating quality or reducing cost, you realize what you’re truly giving up. The business world won’t wait for you to play catch-up, and deadlines are deadlines for a reason.

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5 revolutionary trends in CX for financial services and insurance

Talkdesk

We talked to almost 900 consumers and hundreds of customer experience (CX) professionals to understand the changing landscape of CX in financial services and insurance. We heard the same thing over and over: the expectations for CX have skyrocketed. . We’re calling it the CX revolution in financial services and insurance. . With this revolution comes the opportunity for companies in the industry to transform their contact centers into strategic assets.

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Concentrix Named Best Place to Work

Concentrix

Best in Biz Awards Recognizes Concentrix’ People-Focused Approach to Culture, Diversity and Inclusion. The post Concentrix Named Best Place to Work appeared first on Concentrix.

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16 Excellent Customer Service Apps to Supercharge Your Support

HelpCrunch

?ustomers couldn’t care less about your choice of customer service apps. Your software can cost thousands of dollars just as well as be available for free. All your clients desire is timely help with the [ … ]. The post 16 Excellent Customer Service Apps to Supercharge Your Support appeared first on HelpCrunch blog.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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How the healthcare industry is ramping for its biggest season ever

TELUS International

Discover how the flu season, open enrollment and ongoing global pandemic are challenging the healthcare industry to hire and scale smartly this winter.

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How to build a cloud contact center business case

Talkdesk

If modernizing your customer experience (CX) isn’t one of the top priorities for the leaders in your organization, it should be. Moving your business to the cloud is an all-round strategy to reduce costs and provide superior cross-organizational flexibility, allowing operations to adapt to the ever-changing needs and expectations of the customer. Migrating a contact center to the cloud can drive your digital transformation program forward.

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Concentrix Marketing Solution Wins Gold!

Concentrix

Best in Biz Awards Recognizes Concentrix for Most Innovative Service of the Year. The post Concentrix Marketing Solution Wins Gold! appeared first on Concentrix.

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