Sat.Jan 13, 2018 - Fri.Jan 19, 2018

How We make Decisions – Prospect Theory

Beyond Philosophy

Prospect Theory is the name of the concept developed by Nobel-prize winning professor Daniel Kahneman and Amos Tversky, who were the “Godfathers of modern decision science.” It describes the hidden influences that exist that drive our behavior—and they aren’t what you think.

6 Common Sense Practices to Share with Work-at-Home Agents

Contact Center Pipeline

After more than 20 years in the on-demand contact center industry, I’ve come across some great work-from-home practices. And a few not-so-good ones, too. Whatever the workstyle or workspace, an agent needs to be efficient and productive.

Improve Customer Experience with the Help of These 4 Teams

Kayako

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it.

Starting a Successful Chatbot Program – Infographic

Call Center Coach

Are you ready for chatbot success? This year has been coined as the year of the chatbot. Just a few short weeks ago at the Gartner Applications (App) & UX Conference in Las Vegas, attendees heard that this is the year you need to do as many POCs (Proof of Concept) as you can with AI chatbots.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Why Customers Make Strange Decisions

Beyond Philosophy

Imagine that you bought a ticket to see a play for $20. But when it’s time to go to the theatre you have lost the ticket. Would you buy another ticket for the show for $20? The reason I ask is that it is a significant economic decision and not everyone places the same value on their $20.

More Trending

7 Things You Can Say to Gain Control with Challenging Customers

Myra Golden Media

If you find it difficult to get your customer to stop telling you the story of just how inconvenienced they were, or are, and to stop rambling on about the problem, it’s likely because the customer is stuck in the past.

Why Customer Service Training Is Essential

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog customer-service-training

Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.”

Inside View: FCCI Insurance Group

Contact Center Pipeline

These days, skilled job candidates put just as much thought and effort into scrutinizing potential employers as companies do screening applicants.

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Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

Automation in the Call Center with Robotics and Desktop Analytics

Bright Pattern

Robotics and robotic process automation (RPA) have been around a long time, but are now only just being used significantly in the call center. RPA is about improving workflow by automating common tasks and freeing live agents to do what they do best - care for customers. Companies are using RPA more and more because of its accuracy and it’s time and cost savings. Automation RPA

Speed is Leading Indicator of Great Customer Experiences, No Matter the Channel

inContact

When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand.

How Do Customers Evaluate Your Organization?

Beyond Philosophy

Colin Shaw and Professor Ryan Hamilton discuss how customers evaluate your organization. They do so buy looking at the interactions they have, but this is also affected by the ‘Halo’ that you project. What does this mean for your organization?

Buzzwords, De-buzzed: 7 Other Ways to (Not) Say Chatbot

Fonolo

Chatbots have earned a number of pseudonyms over the last few years. Some are accurate representations of the technology; others are just downright wrong. I mean, you wouldn’t call your customer service agent by a different name other than the one they gave you, right?

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

6 Worries That Melt Away With Cloud-Based Phone Software

aircall

The desk phone is old fashioned. It’s bulky, boring, costly, and has limited functionality. But at the same time, it’s understandable why this technology has survived into the digital era. There’s a sense of realness when you hear the dial tone or feel the weight of a handset.

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Reshaping Call Centers with the Help of Artificial Intelligence

OctopusTech

Today, Call Center Services mostly rely on telephones to conduct 2-way communications. This has worked well till now but with the changing times, it’s getting hard for customer care representatives to meet up with the ever-growing expectations of customers. The reasons being: I.

How Do Customers Make Decisions Anyway?

Beyond Philosophy

Colin Shaw and Professor Ryan Hamilton discuss how customers make intuitive and rational decisions. We learn that sometimes these can be in conflict with each other. It is important that you understand which system your customers are using. Brought to you by BeyondPhilosophy.com.

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Happy MLK Day in The Year of Humanity!

Customer Experience Matters

Happy MLK Day! Every year on this day I like to celebrate lessons that we can learn from Martin Luther King, Jr. This year, I’ll focus on this quote: “We must live together as brothers or perish together as fools“ This line is from King’s commencement address at Oberlin College in 1965 titled, Remaining Awake Through a Great Revolution.

How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

Experiencing VoIP Issues? Here’s How to Improve Call Quality Fast

aircall

Switching to a virtual phone system can be tricky. And if you’re reading this, you’ve likely seen that even a strong, stable internet connection is no guarantee of a seamless experience.

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Guest Blog: Parcel Lockers – A Retailer’s Secret Weapon

ShepHyken

This week we feature an article by Gaven Rolfe who writes about parcel lockers and how they can offer benefits for retailers. I really like anything that can offer convenience for our customers. – Shep Hyken. Parcel Lockers: A Retailer’s Secret Weapon.

The shift from cost center to OPPORTUNITY center

inContact

In the past, call centers and contact centers were seen as ‘a necessary evil’ to doing business – a cost that needed to be managed and minimized. By 2025, the contact center will have evolved into an experience center and it will be viewed within the context of overall business goals.

Fenero Now Accepts Bitcoin 

Fenero

As we continue to disrupt the industry with our software license free business model and award-winning platform, we have added an additional payment option for the convenience of our clients. Fenero now accepts Bitcoin! Bitcoin is a cryptocurrency and worldwide payment system that uses digital cash, and associated with a currency unit like the Dollar or the Euro. Now you can fund your Fenero account with Bitcoin! Why Bitcoin?

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

How to Keep Non-Desk Employees in the Loop

Toister Performance Solutions

Sharing information with non-desk employees is a challenge in customer service. These are employees who don't sit at a desk in front of a computer to do their job. They may not even have a set work station and often don't have access to company email.

Customer Service Outsourcing: Improve Your Companies' Customer Service

AnomalySquared

Admit it, you hate being put on hold, and all those automated messages that prompt you to "press 2 for more information." You just want to talk to someone. An actual human being, not another one of those prompted robotic voices.

How to BRAND Your Company through the Hiring Process

Etech

At all times, your employees determine the rate at which you company grows because they make your customers either happy or unhappy. When you have a dedicated, competent, and loyal team you experience growth annually. However, when you have the opposite, your company struggles to grow.

Who Owns CX?

Tenfold - Contact Center Blog

Customer experience is the new frontier – – while this concept has been shopped around for a few years, it really captured business minds in 2017.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Good Intentions Will Only Get You So Far!

Olympia Consulting

How many of you showed up to work today with the goal of messing up your assignment or upsetting a member or customer? I would assume the answer would be: No one. Everyone has the best intention of performing their job with excellence, but good intentions will only get you so far! It does not … The post Good Intentions Will Only Get You So Far! appeared first on Olympia Consulting. Customer Experience

The Customer Support Equation: Finding the Balance Between Humans and Bots

UJET

Artificial intelligence (AI) is deemed by many as the next big thing in customer support. The concept of intelligent data or pattern-driven automation is exciting and we are seeing organizations welcome it with open arms. In fact, a recent study by Oracle titled, “Can Virtual Experiences Replace Reality?” found that nearly 80 percent of business leaders plan to or have already implemented AI into their customer support solution by 2020. Customer Support Thought Leadership Artificial Intelligenc

The 25 Dollar Mistake

ShepHyken

I recently planned a small two-day meeting for about 25 people. This was the second year for this meeting. The previous year we had stayed at a hotel that did a magnificent job of taking care of us.