Sat.Jan 04, 2020 - Fri.Jan 10, 2020

How to Boost Call Center Forecasting Accuracy

Monet Software

Forecasts are never 100%, but real-time call center data analysis helps fill the gaps. As we discussed here , contact center leaders spend significant time and energy creating detailed workforce management forecasts.

Improving the Agent Experience

Contact Center Pipeline

Customer-centric brands have put considerable time and resources into honing their ability to track, understand, manage and differentiate the customer’s experience.

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Guest Post: Turn Customers into Fans by Telling the Truth, Especially When It Hurts

ShepHyken

This week we feature an article by David Meerman Scott who has written a new book, Fanocracy: Turning Fans into Customers and Customers into Fans about turning customers into customers and customers into fans.

Best Customer Onboarding Experiences

ClientSuccess

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For many, onboarding is one of those situations.

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A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

The Power of Empowerment: Agents and CX

Upstream Works

So far, this series has addressed the impact of digital transformation and the importance of personalization as key contact center trends to follow in 2020. That’s a lot of ground to cover, but these are the core building blocks for delivering a great customer experience – CX – all the time.

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Should you share your customer service vision with customers?

Toister Performance Solutions

I frequently get this question. Leaders want to get their employees obsessed with customer service. The first step on that journey is creating a customer service vision statement. Many leaders ask me if they should share the statement with customers.

Beware False Scorecards for B2C Chat

Fonolo

There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? SMS remains the most ubiquitous channel, but least flexible.

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Wikis are Hurting your Customer Service. Here's Why

Unymira

Wikis are like hammers. They get used for a lot of things they weren’t designed for and end up doing more harm that good. Knowledge Base Customer Service Knowledge Management Customer Experience

Improving Customer Experience with Behavior-Based Quality Programs

The Northridge Group

When Quality programs measure agent performance, it is tempting to create “check the box” procedures that are very uncompromising. The rationale is that this creates very clear expectations for the agents and allows them to make adjustments to their behavior that will improve the customer experience.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Unraveling the Tangled Vines of Omnichannel Customer Care

BlueOcean

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution.

How to Perfect Your Customer Onboarding Workflow

Totango

Onboarding is an opportunity to set your customer up for success. It is the first glimpse they get of your product and your team, and your first chance to demonstrate how you can help them meet their business goals.

A Customer-Centric Culture Needs a Customer-Centric Leader

Customers That Stick

Here it is! Our first official blog post of the 2020s.

What is Digital Self-Service?

Inbenta

Self-service: definition. Self-service is a solution or a group of solutions enabling your web users to be completely autonomous on your website or intranet.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

The Main Qualities to Look for in a Virtual Assistant

A Better Answer

Feeling the pangs of burnout? Wondering why there doesn’t seem to be enough hours in the day to complete all your work at an optimal level? To maximize your productivity and ensure you’re able to satisfy all high-level initiatives of your job, consider hiring a Virtual Assistant

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Reducing Call Center Agent Burnout with Automation

ChaseData

Call center agent burnout is one of the most common problems in the industry. The fast pace and demanding schedule of an agent’s position can be enough to overwhelm those who are not accustomed to the work. Likewise, while the work is quick-moving, it can also be tedious and tiresome to the mind.

How Commercial (B2B) Lawyers Can Improve Customer Service

CSM Magazine

All businesses need to offer a good level of customer service if they want to stay afloat. Of course, exceptional customer service can help you to stand out from the crowd and gain a bigger share of the market.

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Customer Experience Investment to Soar 30% in the 2020s

Connect Managed

Investment in customer experience technology is set to soar in the next decade, as organisations seek to increase customer understanding, improve loyalty, reduce churn rate, and meet consumer demand for more personalised experiences. Customer Experience Digital Transformation

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Pushing the Project Pause Button

Contact Center Pipeline

I don’t know about you, but I love my pause button so much that I pay my cable company insane amounts of money monthly for the privilege of its use. I tried living without it and just couldn’t. I can pause live TV to make a call, take a call, answer the door, turn down […].

How to Improve Your Customer Expansion Strategy

Totango

Every business needs to grow. However, in today’s customer-centered economy, simply seeking out new customers is not enough. Companies today are instead looking to implement a customer expansion strategy.

Smile and the World Smiles With You—Unless It’s Fake

ShepHyken

One of our faithful Shepard Letter subscribers emailed me a story. He was at a store, and the employee was friendly and engaging. But when he saw her later—when she was off duty—she acted indifferent toward him, almost rude.

Positive Positioning Can Help You De-escalate Intense Interactions with Customers. Here’s how.

Myra Golden Media

We took my son’s phone in for repair. After looking at the phone, the employee said. Liquid has come in contact with this phone. Your warranty doesn’t cover this, but we have a couple of options. We can repair the unit, or we can sell you a refurbished model.”.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Contact Center Pipeline Magazine: Inside Our January 2020 Issue

Contact Center Pipeline

I always look forward to the new year and the enormous promise it holds.

How to Get Customers to Yes

Beyond Philosophy

If I asked you for $100, what would you say? My guess is no. You probably have a rule against giving people money just because they asked you. But what if I asked you for $1? Most of us would probably be okay with that.

5 Top Customer Service Articles for the Week of January 6, 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.

Trust is not a binary on/off switch

Peter Lavers

Why building, protecting and recovering Trust is a business imperative. In this blog co-written with Mark Holloake, Peter Lavers considers how trust is a hot topic, but that lot of commentary suggests it is binary – you can either trust an entity or not – an on/off switch in effect.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.