INDUSTRY INSIGHTS YOUR PEERS ARE READING
Consumer confidence is a funny thing. It is little more than a feeling, and yet it drives millions of dollars in business—especially around this time of year. A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly. MORE
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. MORE
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. MORE
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. MORE
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. MORE
. 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. MORE
This article was originally published on the ICMI Blog on August 22, 2017. Click here to read the original post. I have to admit; it’s awfully cool to work at FCR , a company where we observe the support channel mix for dozens of different companies. MORE
“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. MORE
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. MORE
What does it take to deliver standout customer service? It’s a question on the minds of many business leaders since customer experience trumps price as the number one competitive differentiator in today’s economy. MORE
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. MORE
rawpixel.com. From Papa John’s NFL apology to Louis C.K.’s s apology (or non-apology ) for sexual assault; brands in every industry are learning that the apology letter is an extremely difficult art form to master. MORE
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 MORE
A Customer Service Tip of the Week subscriber recently wrote to ask for some advice. She explained that production problems at her company were delaying deliveries. Her customers were understandably upset and she wondered what could be done to help them feel better. Here's the advice I shared. MORE
Client : Bradley Lead Group is a lead generation group that focuses its efforts on qualifying extremely high quality leads in numerous financial sectors. call center solutions MORE
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. MORE
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. MORE
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. MORE
My course, “Delivering Bad News to a Customer” for Lynda.com and LinkedIn Learning is now live! If you struggle with how to deliver bad news to customers, you’ll want to take this class. MORE
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. MORE
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
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. MORE
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. MORE
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 […]. MORE
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. MORE
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. MORE
It’s simple. Your agents need help with a customer, all they have to do is raise their hand. But how dumb is that in today’s omnichannel and remote agent world? Okay, just raise a flag then. That’s not much smarter. How dumb is it for your supervisors to support agents? Click to Tweet. MORE
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. MORE
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? MORE
In our new guest blogger Jason Grills ’ first instalment of this blog , he shared four great customer service training ideas that will refresh your support service and take it to a higher level. Here are the remaining four! #5 5 True or False Quiz. MORE
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.
Contact Center Pipeline
DECEMBER 13, 2017
What does it take to deliver standout customer service? It’s a question on the minds of many business leaders since customer experience trumps price as the number one competitive differentiator in today’s economy.
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 […].
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.
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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.
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.
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.
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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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.
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.
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
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.
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Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.
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.
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.
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.
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.
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A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
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.
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.
Customer Service Life
SEPTEMBER 22, 2017
This article was originally published on the ICMI Blog on August 22, 2017. Click here to read the original post. I have to admit; it’s awfully cool to work at FCR , a company where we observe the support channel mix for dozens of different companies.
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.
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Transform your contact center to build relationships with your customers that will last a lifetime.
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?
Convoso
JUNE 7, 2017
Client : Bradley Lead Group is a lead generation group that focuses its efforts on qualifying extremely high quality leads in numerous financial sectors. call center solutions
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.
Beyond Philosophy
DECEMBER 20, 2017
Consumer confidence is a funny thing. It is little more than a feeling, and yet it drives millions of dollars in business—especially around this time of year. A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly.
Advertisement
What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
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.
Myra Golden Media
SEPTEMBER 5, 2017
My course, “Delivering Bad News to a Customer” for Lynda.com and LinkedIn Learning is now live! If you struggle with how to deliver bad news to customers, you’ll want to take this class.
Comm100
NOVEMBER 27, 2017
rawpixel.com. From Papa John’s NFL apology to Louis C.K.’s s apology (or non-apology ) for sexual assault; brands in every industry are learning that the apology letter is an extremely difficult art form to master.
Advertisement
Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.
Call Center Coach
JUNE 13, 2017
It’s simple. Your agents need help with a customer, all they have to do is raise their hand. But how dumb is that in today’s omnichannel and remote agent world? Okay, just raise a flag then. That’s not much smarter. How dumb is it for your supervisors to support agents? Click to Tweet.
Toister Performance Solutions
SEPTEMBER 7, 2017
A Customer Service Tip of the Week subscriber recently wrote to ask for some advice. She explained that production problems at her company were delaying deliveries. Her customers were understandably upset and she wondered what could be done to help them feel better. Here's the advice I shared.
Peter Lavers
DECEMBER 11, 2017
In our new guest blogger Jason Grills ’ first instalment of this blog , he shared four great customer service training ideas that will refresh your support service and take it to a higher level. Here are the remaining four! #5 5 True or False Quiz.
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.
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