ShepHyken

SEPTEMBER 15, 2017

This week we feature an article by Lindsay Tjepkema who writes about how artificial intelligence marketing (AIM) is becoming more important to our success in engaging with customers. Recently I have read and written a lot about AI and as technology improves and acceptance grows AI will have a strong role in customer service. – Shep Hyken. Artificial intelligence (AI) and all of its many uses have seen massive amounts of growth throughout the last year.

Marketing 435

Marketing Personalization Advertising Big data 435

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. It goes without saying that this is an incredibly complex undertaking, particularly in large organizations with thousands of call center agents having many thousands of interactions with consumers every day. The problems that plague the […].

Call Center 536

Call Center Best practices 536

Contact Center Pipeline

OCTOBER 25, 2017

I love movies. So, I was thrilled to win movie tickets as part of a contact center sales campaign back when I was an agent. However, the coworker sitting next to me hated movies and was not motivated at all by this contest. Everyone is different. What motivates one person may demotivate another. I am […]. Agent Motivation call center contact center employee engagement morale motivation

Morale 348

Morale Employee engagement Sales Personalization 348

Beyond Philosophy

OCTOBER 2, 2017

. The Three Trends You Can’t Ignore in CX Today. As a Customer Experience professional, understanding three trends today is imperative. Without accepting these tenets, you are thwarting your success before you even begin. However, if you can accept them, you are poised not only to deliver an excellent experience, but you will also position yourself to move it to the next level of greatness. What are these 3 remarkable trends with so much power and clout? .

Customer Experience 482

Customer Experience Customer emotions Consulting Consulting 482

Advertiser: Vanilla Forums

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

Customer Experience

Myra Golden Media

NOVEMBER 27, 2017

Questions are a double-edged sword for customer service professionals. You have to ask questions to get to the root of the problem, log issues, and in general, to help customers. But, often a series of questions can sound like an interview. If we aren’t careful, back to back questions can come across as an interrogation. Years ago, when I managed a small call center, I realized that my team had to ask our customers seven questions. Seven questions is a lot.

Call Center 320

Call Center Contact Center Customer Service Management 320

Call Center Weekly

SEPTEMBER 6, 2017

By Erica Mancuso Treating others as you would want to be treated is a practice of empathy. The golden rule is such a simple, timeless principle, and yet I’m constantly amazed at how little it’s practiced any more. On my recent family vacation, I encountered two situations where simply putting this into practice would have resulted in entirely different outcomes. First, my family’s luggage didn’t make the connecting flight. No big deal, I understand this happens.

Call Center 298

Call Center Customer Service Airlines Morale 298

Peter Lavers

JUNE 26, 2017

When you think of your ideal customer experience, does it include someone telling you, “no,” or “I can’t”? Companies need to train their staff to provide alternative solutions and avoid the easy “no” response in order to create a better customer experience. It can take some effort and imagination, but it is worth it. Problem Solve for a Better Customer Experience.

Customer Experience 203

Customer Experience Coaching Customer centricity Self service 203

Steve DiGioia

NOVEMBER 13, 2017

…here’s 7 ways to get you started This original article was written by Steve DiGioia. You still haven’t learned how to speak up, huh? Maybe you’re just afraid of confrontation? I know, you don’t want to offend anyone, right? Don’t want to come across as too assertive or even aggressive; what’s the difference anyway? The service you provide has always lacked because of your fear of “taking charge” and not wanting to offend your customers.

Customer Service 257

Customer Service Personalization Customer Experience 257

CX Global Media

SEPTEMBER 11, 2017

When you’re thinking about making the decision to implement chatbots in your contact center, how should you start? A very important thing to think about is your desired business outcome. Doing this helps you to set a target to reach. More importantly, doing this helps you to make the right technology decision. Then, analyze backwards. What technology will get you there? Are contact centers making the right chatbot decisions? Click to Tweet. Avoid Temporary Chatbot Decisions.

Chatbots 240

Chatbots Contact Center Coaching contact center solutions 240

Advertiser: Vanilla Forums

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

Gamification

Victor Midgley

SEPTEMBER 11, 2017

Over the many years of my teaching compelling conversation skills, I have come to appreciate that an effective conversation is much like an inspiring song. We all have favorite songs that we enjoy listening to. if you have heard a cover to that song performed by a “less than” talented or skilled singer, you might … Continue reading "THE MUSIC OF CONVERSATION". Compelling Conversation Training Call Center Leaders Call Center Agents

Call Center 163

Call Center 163

ShepHyken

NOVEMBER 8, 2017

It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department? Because they need help, have a question, or want to make a complaint. So, understanding that, why would a company choose to deliver an amazing customer service experience to just some of their customers and not to every customer?

Customer Service 400

Customer Service Customer Care Feedback Wait times 400

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team.

Call Center 269

Call Center Contact Center Best practices Real estate 269

Contact Center Pipeline

AUGUST 23, 2017

Our final installment of the differentiator series is perhaps the most important for customer service leadership. Our topic is selling and promoting the contact center. This activity starts at the highest levels, and the objective is to help all key decision-makers understand how valuable a contact center is to a successful enterprise. Getting to this […]. Executive Support call center contact center customer analytics demonstrating value executive buy-in

Contact Center 329

Contact Center Enterprise Analytics Customer Service 329

Advertiser: Vanilla Forums

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Download the free ebook now!

Marketing

Beyond Philosophy

JUNE 22, 2017

It is critical to consider the “anatomy” of an interaction in a Customer Experience. The sheer number of things that occur in an interaction at the same time can seem astonishing. Understanding what happens when your team interacts with a customer and why it is an essential element to taking your Customer Experience to the next level. The Anatomy of a Customer Interaction can make or break your Customer Experience.

Consulting 319

Consulting Consulting Customer Experience 319

Myra Golden Media

DECEMBER 15, 2017

Today I delivered a customer service workshop in Chicago. When we broke for lunch, three of the attendees invited me to a vegan bistro. Of course, I was thrilled to join them! Over lunch, one of the ladies told me, “I almost never take my vacation time. I prefer just to cash out and get a lump sum payment.” ” The mother in me couldn’t keep quiet. I had to offer this young lady advice. There’s nothing wrong with a cash payout, for sure.

Banking 280

Banking Accountability Customer Service Personalization 280

Aspect

SEPTEMBER 6, 2017

In fulfilling their typical daily responsibilities, it can be all too easy for call center agents to become fatigued. They must transition quickly from customer to customer without letting down their friendly disposition, be prepared to work atypical schedules to meet changing demand and leverage technology deftly to provide seamless service. If contact center leaders fail to provide a working environment that eases agent fatigue, a number of serious problems may arise.

Call Center 161

Call Center Management contact center solutions Technology 161

Call Center Weekly

DECEMBER 14, 2017

By Rinku Basu Over the past few years, customer services have been taken to astonishingly new heights. Meeting expectation’ is no good anymore, surpassing expectation is the only modus operandi for existence. To our advantage, with the advent of digital technologies and social media, reaching out to the consumer market and creating a positive brand experience has become less strenuous. Gone are the days when customer service was about greetings and saying nice words. It is a passé and redundant.

Call Center 262

Call Center Technology Customer Service Advertising 262

Advertiser: Vanilla Forums

Product Led Growth is fast become a leading business driver in the SaaS world. Find out why your organization should be implementing a product-led growth strategy today, and why customer success should lead it. Download this eBook to learn more!

SaaS

Peter Lavers

JULY 17, 2017

This blog coincides with the 10 th anniversary of the first signs of the Credit Crunch, which has impacted and continues to affect all our lives. Readers in their mid-thirties and under may not have experienced anything in their professional lives that hasn’t had an ‘austerity’ cloud hanging over it, and I’m sure that a lot will be written in the coming days, weeks, and months to mark the sad occasion.

Customer Experience 164

Customer Experience Automotive Management Customer centricity 164

Fonolo

NOVEMBER 30, 2017

Since the inception of the voice channel, businesses have faced and overcome many obstacles to improve the experience for customers. Yet, this channel continues to be the bane of many customers’ existence. Are businesses not sick of hearing the same complaints over and over again? Are consumers not tired of complaining about the same things? If your call center still makes customers cringe when they dial into support, it’s time to take action.

Contact Center 160

Contact Center Metrics Wait times Feedback 160

Taylor Reach Group

JULY 17, 2017

By: JD Fairweather. How pervasive is the impending impact of artificial intelligence (AI) on the customer experience (CX)? Well, to join a discussion on the topic, I’d be willing to traverse a room full of telemarketers pitching the latest timeshare deals in Orlando. And it would be worth it, as there are just so many possibilities to explore when pondering the ultimate takeover of the Contact Center by androids. Robot-led workforce automation is not going away.

Customer Experience 214

Customer Experience Telemarketing Entertainment Big data 214

Vonage

OCTOBER 2, 2017

The essential principles of customer service are timeless, but consumer expectations are not. Customers have always wanted a friendly, efficient and reliable service, but with the development of new technology, their expectations have been raised. They want a more efficient service than before. They don’t just want friendly; they want to feel like the service has been personalized for them. The old adage of "know your customers" is also still as true today as it ever was.

Self service 148

Self service Call Center Personalization Customer Service 148

Advertiser: Vanilla Forums

Best-selling author and customer experience thought leader Blake Morgan has created a new ebook on why offering self-service should be your focus. Self-service can improve customer experience and simultaneously drive down costs.

Self service

ShepHyken

OCTOBER 3, 2017

Doug Bell Discusses Improving the Customer Experience. Would you like every employee to know how they fit into your company’s customer experience? Shep Hyken interviews Doug Bell, founder of The Experience Manager , a system that helps manage and unify the entire customer experience. Featured Interview: Shep and Doug discuss the importance of unifying the customer experience throughout an entire company. Every employee must understand how they fit into the customer’s journey.

Journey mapping 398

Journey mapping Consulting Consulting Management 398

Callminer

JANUARY 26, 2017

A Definition of Sentiment Analysis Sentiment analysis is a method for gauging opinions of individuals or groups, such as a segment of a brand’s audience or an individual customer in communication with a customer support representative. Based on a scoring mechanism, sentiment analysis monitors conversations and evaluates language and voice inflections to quantify attitudes, opinions, […]. The post What is Sentiment Analysis? Examples, Best Practices, & More appeared first on CallMiner.

Best practices 243

Best practices Customer Support Marketing Call Center 243

Contact Center Pipeline

SEPTEMBER 20, 2017

“They are just temps,” said one contact center manager describing his seasonal agents. They will be gone in a couple of months!” That condescending attitude was reflected in the seasonal team’s environment. They were crammed into an abandoned conference room filled with computers, phones and wires. This “seasonal contact center” was separate from the “normal […]. Training & Development call center contact center seasonal staff seasonal training staffing temporary staff training

Management 328

Management Contact Center Call Center 328

Beyond Philosophy

JUNE 28, 2017

Back in April 1985, the Coca-Cola Company introduced a product that became one of the biggest flops in modern history. New Coke” had a sweeter taste that was so widely reviled that Coke brought back its old formula less than three months later. Coke says now that it learned a valuable lesson –their research and development didn’t anticipate their customer’s deep emotional attachment to the brand and the taste of the original.

Customer centricity 317

Customer centricity Consulting Consulting Technology 317

Speaker: Adrian Speyer, Head of Community and Lead Evangelist for Higher Logic Vanilla

Struggling to reach your customer service goals? A support community could be the answer you’re looking for. Worried about time to resolution and quality of self-service answers? Let Adrian Speyer explain in this free webinar.

Self service

Myra Golden Media

NOVEMBER 13, 2017

I recorded this video last week for a client. It’s part of a full 16-module customer service training. As a special treat for you, I’m sharing one module from my client’s course. This video is about giving customers an experience that makes them feel good and maintains their esteem. Viewers learn 3 Keys for a Friendly Customer Experience: Never Correct a Customer, Pacing a Customer’s Sense of Urgency and Acknowledging Concern. Was This Helpful?

Customer Service 262

Customer Service Customer Experience 262

Aspect

AUGUST 28, 2017

Famed football coach Vince Lombardi once said, “Perfection is not attainable, but if we chase perfection we can catch excellence.” As a contact center leader saddled with huge responsibilities and challenges, you may know this better than most. But having the time to impart your knowledge and experience onto your agents is another story entirely.

Coaching 159

Coaching Contact Center Self service Chatbots 159

Call Center Weekly

OCTOBER 9, 2017

By Sean Hawkins Organizations that understand the true value of professional development, culture, innovation, and creativity, also recognize the value of continuously educating their employee base. These organizations are the ones that will be better positioned to adapt to the rapidly changing demands of today’s work environment. Incorporating professional development within the overall corporate strategy, with so many competing interests and tight budgets, is a challenge. But it should be done!

Contact Center 262

Contact Center Morale Government Education 262