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

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.

Journey mapping 502

Journey mapping Management Consulting Consulting 502

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.

Customer Experience 623

Customer Experience Customer emotions Consulting Consulting 623

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.

Call Center 416

Call Center Contact Center Customer Service Management 416

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Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

Feedback

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.

Customer Service 395

Customer Service Airlines Morale Travel 395

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.

Customer centricity 290

Customer centricity Metrics Consulting Consulting 290

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.

Customer Experience 265

Customer Experience Coaching Customer centricity Self service 265

Bill Quiseng

JULY 18, 2017

I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences.

Customer Experience 264

Customer Experience Wireless Healthcare Education 264

Convoso

SEPTEMBER 8, 2017

As technology advances, we all have that utopian dream of having all our problems answered at a click of a button. No matter the difficulty. No matter the medium.instant solutions and quality experiences.

Call Center 232

Call Center call center solutions Contact center software Customer Service 232

Advertiser: Interactions LLC

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.

Customer Care

Customer Relationship Metrics

JULY 26, 2017

You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest. You’ve conducted surveys, created committees, put in recognition programs, and still you struggle.

Contact Center 225

Contact Center Calibration Construction Surveys 225

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.

Call Center 296

Call Center Contact Center Best practices Real estate 296

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.

Marketing 459

Marketing Personalization Advertising Big data 459

Beyond Philosophy

SEPTEMBER 4, 2017

Walmart is debuting a towering new kiosk that makes it easier to pick up online orders in your local Walmart store. Early reviews of Walmart’s “pickup tower” give it a thumbs up.

Technology 408

Technology Consulting Consulting Personalization 408

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

Analytics

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.

Banking 347

Banking Accountability Personalization Customer Service 347

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.

Technology 340

Technology Customer Service Advertising Best practices 340

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.

Management 426

Management Contact Center Call Center 426

Call Center Coach

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.

Chatbots 312

Chatbots Contact Center Coaching Enterprise 312

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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.

Contact Center

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.

Management 214

Management Customer Experience Automotive Customer centricity 214

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.

Customer Experience 281

Customer Experience Telemarketing Entertainment Big data 281

Convoso

JULY 24, 2017

Agent training is a huge part of call center life. In fact, in an industry that suffers the most from agent turnover, agent training should be viewed as everything. call center solutions

Call Center 193

Call Center call center solutions 193

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?

Customer Service 174

Customer Service Personalization Customer Experience 174

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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.

Contact Center

Callminer

FEBRUARY 28, 2017

Call Center 291

Call Center Technology Best practices Analytics 291

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?

Customer Service 457

Customer Service Feedback Customer Care Wait times 457

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.

Consulting 409

Consulting Consulting Customer Experience 409

Myra Golden Media

SEPTEMBER 28, 2017

When I hear an excellent, and genuine, expression of empathy from a company, I make a note of it. I’ll tell Siri to capture what I heard, or I’ll just type it out. I save ridiculously good empathy statements so that I can share them with my clients.

Customer Service 263

Customer Service Customer Experience 263

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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.

Self service

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.

Contact Center 340

Contact Center Morale Government Education 340

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.

Morale 411

Morale Employee engagement Sales Personalization 411

Call Center Coach

APRIL 27, 2017

Gamification in customer experience has been used for several years. The concept of using game mechanics to attract and retain customers in the consumer space is commonplace and many tools have been developed.

Gamification 249

Gamification Call Center Morale Coaching 249