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

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 404

Marketing Personalization Advertising Big data 404

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 483

Customer Experience Customer emotions Consulting Consulting 483

Advertiser: Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Technology

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 315

Customer Service Personalization Customer Experience 315

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.

Customer Service 298

Customer Service Airlines Morale Personalization 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

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 201

Customer Experience Telemarketing Entertainment Big data 201

Experience Investigators by 360Connext

SEPTEMBER 6, 2017

I’m often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it’s critical to start out right! However, very few leaders take a realistic approach. Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more!” ” says Marcus.

Customer centricity 175

Customer centricity Metrics Consulting Consulting 175

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call center software

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

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

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 389

Journey mapping Consulting Consulting Management 389

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: Skilljar

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Education

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

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

Provide Support

NOVEMBER 1, 2017

5 Reasons Unhappy Customers Don’t Complain. The times when customer complaints were seen as a distraction that should be eliminated are over. Most businesses today understand that complaints are a valuable source of information. In fact, there might be no better way to collect direct feedback from your customers. A complaint not only shows what and where went wrong, whether it’s a problem with your product, service, customer support or internal processes.

Customer Support 156

Customer Support Feedback Customer Experience 156

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.

Technology 262

Technology Customer Service Advertising Best practices 262

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Customer Experience

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

Experience Matters

AUGUST 29, 2017

Temkin Group has labelled 2017 The Year of Purpose, so we have been examining the topic of purpose across many different angles. One of the areas we are interested in is the impact that a person’s level of purpose and meaning has on how they behave as an employee and customer. It turns out that it has a pretty significant impact in both of these areas. In our latest U.S.

Benchmark 147

Benchmark Employee engagement Personalization Customer Experience 147

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 146

Contact Center Metrics Wait times Feedback 146

Kristina Evey

DECEMBER 5, 2017

LISTEN to your Customers. Listening. We all know how to do it… but few know how to do it well … and it could be driving your customers away if you don’t do it well. Listen well and you’ll increase sales and customer loyalty. Even though communication involves two parts – speaking and listening – I believe that listening is actually 2/3 of successful communication. Someone can speak all they want.

Customer Experience 141

Customer Experience Feedback Sales Customer retention 141

Advertiser: ZoomInfo

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Sales

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

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 385

Customer Service Customer Care Feedback Wait times 385

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: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.

Government

Comm100

OCTOBER 25, 2017

Many of you will be familiar with Google’s autocomplete feature – the suggested phrases which pop up when you start to type in a word or phrase, based on phrases other people have searched for.

Morale 139

Morale Scripts Education Wait times 139

Victor Midgley

JULY 7, 2017

My primary objective of this article, is to warn and guide call centers through the shark infested “call center technology” waters. This article may not make me popular among technology providers however, I would hope that technology provides will take note and consider what I am sharing in this article in regard to call center … Continue reading "SWIMMING WITH THE TECH SHARKS".

call center professionals 139

call center professionals Call Center Technology 139

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