Fonolo

OCTOBER 1, 2020

Call Center 126

Call Center 126

Interactions

OCTOBER 1, 2020

The ROI of CX . Many companies claim to be customer-centric. But, to be truly obsessed with your customers, companies must take the leap and tie financial performance to CX. This type of mindset encompasses everything from how a company allocates resources, the strategic initiatives they take on, and the technology that they evaluate and deploy. . Customer-driven innovation is the most important type of innovation for a company, and it can also be the most lucrative.

Finance 62

Finance Customer centricity Self service Technology 62

NobelBiz

SEPTEMBER 29, 2020

AI is advancing at a rapid pace. Big Tech is moving into the contact center space with innovative AI solutions. How will this change the industry? Is contact center AI taking over? We're giving you an in-depth look at the facts, right here. The post Is Contact Center AI Taking Over? Let’s Look at the Facts appeared first on NobelBiz®.

Contact Center 52

Contact Center 52

Beyond Philosophy

OCTOBER 1, 2020

When we try to forecast our preferences going forward, we often get it wrong. It’s a bias we all share called Naïve Diversification Bias. It happens a lot when we are making decisions now about some form of future consumption, and it can lead to feelings of dissatisfaction with our purchases. Naïve Diversification bias happens a lot at the supermarket.

Journey mapping 448

Journey mapping Consulting Consulting Customer Experience 448

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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.

ShepHyken

SEPTEMBER 30, 2020

It’s my favorite time of year… the leaves change from green to gold to red, there’s a chill in the air and the holidays are right around the corner. And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. This year it’s October 5-9. Traditionally, Customer Service Week has been the time to highlight and celebrate the great work employees do to take care of their customers.

Customer Service 313

Customer Service Surveys Accountability Customer Experience 313

Myra Golden Media

SEPTEMBER 30, 2020

Grab the What to Say When a Customer Cusses at You and 4 Other Tough Situations Worksheet. Will you help me? I’m working on a De-escalation project to prepare frontline professionals like you for the COVID-19 Holiday Season. Help me make this training relevant to you by answering this question in the comments: “If you could wave a magic wand at your biggest customer challenge, and make it disappear, what would that challenge be?

Customer Experience 246

Customer Experience 246

Beyond Philosophy

SEPTEMBER 26, 2020

How Well Do You Know What You Really Want? Have you ever bought a book you thought you should read and then didn’t read it? Did you ever buy a variety of yogurt flavors and then throw out some of them after they expired because you never wanted that flavor when it was time to eat yogurt? We do these things because we often overestimate how much variety we want in the future.

Journey mapping 398

Journey mapping Consulting Consulting Customer Experience 398

CCNG

SEPTEMBER 29, 2020

So how are customer support operations adjusting to the new virtual work environment over inhouse work environment? CCNG members have shared ideas on how they engage and work with remote agents keeping things fun and engaging. From one-on-one virtual “coffees” with team members, themed dress up days wearing alumni college team colors, Kahoot type quizzes, or even sharing your favorite pet with team members during virtual calls ( of course this is the norm with CCNG member PetSmart ).

CCNG 195

CCNG Quality management Customer Support Management 195

Contact Center Pipeline

SEPTEMBER 30, 2020

The round-up of most-read blog posts in September offer telling clues about what’s top-of-mind for contact center leaders these days. At the No. 1 spot is a Pipeline classic from industry veteran Kathleen Peterson of PowerHouse Consulting on setting a positive direction for the long-term—and very relevant to what is happening right now. An important […].

Contact Center 195

Contact Center Consulting Consulting Call Center 195

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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

Surveys

Myra Golden Media

SEPTEMBER 30, 2020

I’d love to hear your thoughts on something I’m working on. Is this you?: You are a contact center supervisor or manager who is looking to improve your customer experience in telephone, chat, and email interactions, but you’re having trouble with call control and escalations. If this is you, I’d love to get your answer to this question: If you could wave a magic wand and make your biggest customer support challenge disappear, what would it be?

Contact Center 177

Contact Center Customer Support Customer Experience Management 177

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. Since most of a contact center’s operating costs are related to staffing, the easiest and quickest ways of tightening the belt are to cut headcount or shut down live support channels.

Call Center 196

Call Center Self service Gamification Contact Center 196

ShepHyken

SEPTEMBER 28, 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. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. (MarketingWeek) At our exclusive roundtable featuring members of 2020’s CX50, the consensus was that taking care of employees has helped take care of customers in this time of c

Customer Service 186

Customer Service outsourcing Contact Center Customer Support 186

Contact Center Pipeline

OCTOBER 2, 2020

I love Customer Service Week. Our frontline staff represent our organizations and they make such a difference in our customer’s experience. Regardless of our technologies, strategies and operational intentions, our agents deliver the professional exchange with a frustrated caller, the accurate information in an email and develop rapport during a video chat.

Contact Center 130

Contact Center Technology Customer Service Employee engagement 130

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.

Customer Experience

Virtual Live Labs

SEPTEMBER 30, 2020

Reengineering leadership skills for the new work-at-home contact center environment. The business world was turned upside down as thousands of companies were suddenly forced to send their employees home to work virtually. IT departments moved into high gear, and as executives learned that employees could gain access to company systems and serve customers from home, they breathed a sigh of relief—crisis averted.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Fonolo

SEPTEMBER 29, 2020

Both Amazon and Apple have nurtured their business growth by investing heavily in reducing friction in their customer experience. The rest of the marketplace has followed suit; the average budget allocated to customer service and support has grown substantially in the last few years. Your success over the next ten years will hinge on the ease of your customer experience and the accessibility of your customer support.

Customer Experience 141

Customer Experience Abandon rate Interactive Voice Response Self service 141

Toister Performance Solutions

OCTOBER 1, 2020

Note: Lessons from The Overlook is a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. Back in January, we made some big changes to The Overlook. You can read all about the changes here , but these are the highlights: Reduced the bedrooms from four to three.

Customer Service 133

Customer Service Marketing 133

Contact Center Pipeline

SEPTEMBER 29, 2020

Contact Center 299

Contact Center 299

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!

Feedback

Virtual Live Labs

SEPTEMBER 30, 2020

Face to face interaction is the gold standard when it comes to collaboration, which is why leaders are struggling with this new remote work era. We want concrete advice on how to keep remote workers engaged, not platitudes and theory. Vicki Brackett, author of The Leadership Toolbox. Vicki Brackett is the remote-work superstar and recently came back on my show.

Engineering 130

Engineering Personalization Accountability Management 130

The Northridge Group

OCTOBER 1, 2020

Developing service excellence at the contact center management level is a critical enabler for a company’s long-term success. Providing exemplary customer service is essential for all businesses that strive for differentiation and growth. Customer service associates build the brand, the company reputation, and the trust of the existing and prospective customers.

Coaching 128

Coaching Contact Center Best practices Management 128

SharpenCX

SEPTEMBER 30, 2020

This year hasn’t gone as anyone expected (biggest understatement right there). COVID-19 threw a wrench in the year 2020, and every industry has felt its effects. Customer Experience is no exception. In fact, the CX industry has changed rapidly this year. Digital consumerism went through the roof and remote work became the norm. The companies that have slid through 2020 with the fewest bruises are the ones that already had strong omnichannel systems in place.

Chatbots 128

Chatbots Call flow Morale Contact Center 128

GetFeedback

SEPTEMBER 27, 2020

A look into the new-normal customer and how to meet their evolving expectations.

Customer Experience 183

Customer Experience 183

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.

Contact Center

Virtual Live Labs

SEPTEMBER 30, 2020

Reengineering leadership skills for the new work-at-home contact center environment. The business world was turned upside down as thousands of companies were suddenly forced to send their employees home to work virtually. IT departments moved into high gear, and as executives learned that employees could gain access to company systems and serve customers from home, they breathed a sigh of relief—crisis averted.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Eptica

OCTOBER 2, 2020

Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term. Published on: October 02, 2020. Author: Pauline Ashenden - Demand Generation Manager While customer service and contact centres have been dramatically impacted by the pandemic, longer-term trends are also reshaping the industry based on changes in customer demand and how companies operate.

Customer Experience 127

Customer Experience Marketing Customer Service Management 127

Totango

OCTOBER 2, 2020

The unpredictability of an economic downturn, such as the continuing COVID-19 pandemic, can introduce uncertainty into the relationship between you and your customer. Sudden and unexpected external forces beyond the control of either of you can also lead to unanticipated customer behavior. During difficult times, it is especially important to understand what is going on inside your customer’s mind, as well as what is going on inside their business.

Customer retention 118

Customer retention Enterprise Best practices Metrics 118

TeleDirect

SEPTEMBER 30, 2020

2020 has certainly been a year to remember. From worldwide pandemics to social unrest and political upheaval, the year has witnessed what seems like a decade’s worth of history…and there’s still one quarter to go! For call centers, some trends and ways of working haven’t so much changed as they’ve amplified. Secure, remote workspaces, reliable infrastructure and timely customer service are as critical as ever.

Call Center 118

Call Center Business Process Outsourcing outsourcing Enterprise 118

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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.

Self service

Virtual Live Labs

SEPTEMBER 30, 2020

Face to face interaction is the gold standard when it comes to collaboration, which is why leaders are struggling with this new remote work era. We want concrete advice on how to keep remote workers engaged, not platitudes and theory. Vicki Brackett, author of The Leadership Toolbox. Vicki Brackett is the remote-work superstar and recently came back on my show.

Engineering 130

Engineering Personalization Accountability Management 130

Ansafone

SEPTEMBER 28, 2020

First impressions are everything. The first contact with any business is usually a simple telephone call. When you are on a call representing your business, it is crucial that you are professional, friendly, and accommodating. However, “being professional” can be defined differently depending on whom you ask. Yet, there are some essential criteria to “being professional” … 5 Essential Criteria To Professional Phone Etiquette Read More ».

Contact Center 118

Contact Center Business Process Outsourcing outsourcing Call Center 118

bold360 Blog

OCTOBER 2, 2020

Every customer expects fast and accurate service. But too often customers who contact a business are put in a queue where they must “wait for the next available agent.” If the customer’s issue can’t be resolved by the first available agent, the service team transfers the customer around like a hot potato until the “right” agent can be found to mercifully resolve the issue.

Chatbots 98

Chatbots Average Handle Time Abandon Call CRM 98