2018

Are You Protected? Why Every Contact Center Needs Social Engineering Training

Contact Center Pipeline

Imagine there is an angry customer calling your contact center. They threaten to cancel their service. They provide their name and mailing address, but cannot remember their account number or security password.

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance.

Should your Contact Centre join the Cloud?

Connect Managed

In Contact Centres around the world, a battle is raging. The prize: the best customer experience, underpinned by efficient, scalable, and flexible technology.

The Reason Your Employees Can’t De-escalate

Myra Golden Media

Everybody thinks to train employees on the company’s applications and products and to give them basic phone skills.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

Guest Blog: How Live Chat Can Improve Conversion Rate For Your Business

ShepHyken

This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken. The modern marketplace offers many different ways to make your business and employees more productive.

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How to Create Good Customer Service Goals

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. "I I have six minutes to solve their problem, and it's not enough time."

Why You Must Create and Sustain a Customer-Centric Culture

Beyond Philosophy

Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric.

The key to helping customers in a market that values empathy

Liveops

Matching culture and language resolves customer needs faster. When the trend of U.S. businesses offshoring their customer service began a couple of decades ago, the opportunity to cut costs was paramount. Savings in the form of reduced labor costs were significant.

Customer Experience is Driving the Need for Ethnographic Research to Understand Why Customers Do What They Do

Call Center Weekly

By Darcy Bevelacqua Customer Experience is Everywhere From marketing to customer service to the boardroom, it’s recognized that personalized, efficient and engaging customer experience drives customer acquisition, brand loyalty and customer lifetime value (LTV).

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

The need for excellent customer service training

Peter Lavers

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now!

Onward and Upward… Or So the Saying Goes

Contact Center Pipeline

According to thefreedictionary.com, “onward and upward” is an expression that is defined as “something that you say in order to encourage someone to forget an unpleasant experience or failure and to think about the future instead.” Ah, the future!

21 Call Center Leaders Reveal the Biggest Concerns Keeping Call Center Managers Up at Night

Callminer

Call center managers are tasked with myriad responsibilities, and they maintain responsibility for ensuring that their call center operation runs smoothly and efficiently.

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.

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.

This Is How You Get Customers To Accept Your Word As Final

Myra Golden Media

Do you find it difficult to get customers to accept your word as final? Like, do they just come back and ask their question another way. Or even better, do they ask to talk to your manager? The thing is, we all need to get better at making our answer the final answer.

How to Disrupt Your Competition

ShepHyken

Why design thinking in the contact center drives CX innovation

TELUS International

Find out how design thinking and journey mapping are elevating the customer experience

7 Tips for Creating A Contact Center that Fuels Transformation

Call Center Coach

7 Tips for Creating A Contact Center that Fuels Transformation. Being a contact center leader has become more important in business transformation than being a CEO. After all, if you are going to transform, your outcome must be to be more customer-centric.

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.

Make This Small Change For Big Results

Beyond Philosophy

We all have a Status Quo Bias when it comes to decision making. Also called Status Quo Inertia, the Status Quo Bias is our preference to keep things the same or maintaining a previous decision.

10 chat support job responsibilities: what you need to know about providing live chat support to your customers

UJET

It's Friday. You're queuing up emails for next week's big product announcement when all of a sudden your email service stops working. Customer Experience Multichannel Support Live Chat Customer Support

4 Best Practices To Incorporate Wellness In Your Contact Center

Call Center Weekly

In the contact center community, we understand the true value of a happy customer. We’ll do whatever it takes to make sure that we leave our customer satisfied. But, let’s consider this for a moment: In order to take the best care of others, we must first take the best care of ourselves.

The Best Advice for Contact Centers in 2018: The Experts Weigh In

Fonolo

It’s a noisy little planet we live on. In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. It’s simply become too loud.

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.

Now What? The Impact of Chaos on Contact Center Operations

Contact Center Pipeline

We have all at one time or another uttered the phrase, “Now what?” According to TheFreeDictionary.com, this phrase means, “What is going to happen now? What kind of new problem has arisen?” In these days, the question is asked frequently and not always as it relates to the contact center.

Congratulations to the 2018 LISTEN Awards Winners

Callminer

At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success.

Call Centers are the Front Line of Customer Service

inContact

Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way.

That Time My Client Cropped My Afro In My Headshot, And Why This Is Not Okay.

Myra Golden Media

I haven’t stepped into a Starbucks since two African American men in Philadelphia were arrested for merely being black in Starbucks back in April. But Starbucks isn’t the only company with issues with insensitivity. Consider three of my recent experiences with companies.

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.

Upgrade Your Customer Support Rep to a Customer Support Professional

ShepHyken

The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization.

How to Apply Customer Experience Advocacy in Marketing

ProProfs Blog

In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight. Despite its CEO’s apology, the overwhelming online backlash led to a 6.3% drop in the company’s shares in pre-market trading.

The Modern Call Center School for Supervisors | 12 Things to Know

Call Center Coach

The world of talent development and adult learning has changed dramatically over the past few years. And leading contact centers are modernizing their learning to keep pace. They realize they must modernize or risk losing their next generation of frontline leaders to other opportunities.