November, 2019

How to Recruit and Retain Contact Center Talent

Pam Plyler

Ensure your contact center is equipped with the right recruiting, screening, and training processes to boost call center strategies with these three tips

Guest Blog: Three Surprising Ways You Can Improve the Customer Experience with Cloud IVR

ShepHyken

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated.

7 Speech Analytics Mistakes That Can Cost You Big

Call Center Coach

Finding the right Speech Analytics Solution starts with knowing the right questions to ask. It’s also important to know that avoiding Speech Analytics mistakes requires you to know the questions not worth asking.

Tribalism: Are You In with The In-Crowd

Beyond Philosophy

Tribalism: Are You In with The In-Crowd? As humans, the need to belong is essential to us. Most of us have a deep need to feel we are part of a broader community that shares our values and interests. In other words, we need to find our tribe.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook today, and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics!

Inside View: Elaine Avery, Atlantic Union Bank

Contact Center Pipeline

Contact center leaders often find themselves faced with the challenge of having to quickly staff up to accommodate business growth and expansion.

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5 Leading Augmented Reality enterprise use cases

TechSee

Augmented Reality (AR) is fast becoming an accepted part of our lives. A recent survey indicates that more than 68 million people are already using AR, and that number is expected to grow to 85 million by 2021.

10 Years Ago, Customer Service Was Appreciated—Today, It’s Expected

ShepHyken

It wasn’t that long ago that you would go to a store, dine at a restaurant, do business with a vendor or call a customer support center and notice how good the customer service was. A great service experience stood out. It was noticed. It was a differentiator.

8 Things People Hate Most About Your Customer Care

Prashanth Kancherla

Support centers are high-stress environments. Most incoming calls are complaints, and so understandably, the people calling aren’t in the best of moods. It isn’t easy to motivate agents to thrive in this environment

The Surprising Affect Your Experience Has on Price Imaging

Beyond Philosophy

Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you. There are many reasons for it, and you are responsible for a lot of them. There is a story that demonstrates this concept that happened in a neighborhood in Boston called Jamaica Plain.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

How AI Can Make the Holidays Bright

Contact Center Pipeline

The winter holidays aren’t always “the most wonderful time of the year” for the contact center. Time-off requests and spikes in call volume, especially in the retail industry, can bring forecasting and scheduling headaches that rival those induced by too much eggnog at the office party.

Is Machine Learning The Future Of eLearning?

Joe Rawlinson

Machine learning is shaping the e-learning space today. Before we get started, let’s understand: what exactly is machine learning? Is it similar to AI? It’s a subset of AI and the two are closely related but each of them performs a different task.

Smart Home Support – 4 Key Technologies to Simplify Service

TechSee

Smart Home technology is expected to become a $151.4 billion market by 2024. However, it still has a long way to go before it reaches its full potential. Many consumers face significant technical challenges as they set about smartening up their homes. While in theory, smart devices should be easy to set up – most are wireless and can be remotely connected – in reality, non-technical customers are often insufficiently skilled to set up these products on their own.

Amazing Business Radio: Dennis Snow

ShepHyken

Create a Disney-Worthy Customer Experience. Building a magical customer experience at every level. Shep Hyken interviews Dennis Snow. They discuss how to define an organization’s level of service and company culture by looking at examples from the Walt Disney World Company.

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

Customer Experience Guide: How to Put your Customers First? | Paldesk

Nikolina Maskaric

What Affects Customers Perception of Price?

Beyond Philosophy

People know an expensive brand when they see one. They also can spot a discount retailer at fifteen paces. So, why do they get it wrong so often? They get it wrong because of a concept called Price Image.

Workforce Automation: The Strategic Savings Solution

Contact Center Pipeline

The State of Voice of the Customer (VoC) for B2B Companies

GetFeedback

Voice of the Customer (VoC) programs have been emerging across the board in the last few years. But have they been thriving? Bob Thompson of CustomerThink doesn’t believe so. .

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How to Build a CX Program from the Ground Up

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

Customer Education Best Practices for the Onboarding Phase

Totango

Onboarding is an exciting, critical phase of introductions and potential. It defines how you and your customer communicate, establish common goals, and begin the customer journey. Above all, it is an educational process.

5 Top Customer Service Articles for the Week of November 11, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

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How to Manage Your Geographically Dispersed Customer Service

Neha

As a business, chances are that you have a cross-platform presence, can be accessed across a plethora of gadgets, and your customer base is geographically dispersed. Your infrastructural reality is probably challenging too.

The Recession is Coming; Will You Be Prepared?

Beyond Philosophy

You turn on the news, and the newscaster says, “There’s a lack of confidence in the stock market,” which we know means that the market is about to drop. However, confidence is a feeling. It’s not an actual physical thing, but, apparently, not having it can be costly for your net worth. .

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Is Your Contact Center a Fantasyland… Or Not?

Contact Center Pipeline

I am not the biggest fan of Disney, but I have always had a warm spot for Fantasyland. A young friend of mine recently visited Disney World and among his tales of the trip was an expressed enthusiasm for Fantasyland. As I listened to my friend’s story I was reminded of a speech I delivered […].

Easy to Find: The Data-Driven Approach to Development

Guru

When we think about our daily interactions with technology, “searching” becomes synonymous with “surfing.” Searching has become ubiquitous with the internet—nearly any “connected” action we can perform begins with some kind of a search.

Congratulations to the 2019 Customer Success Hero Award Team Winners

Totango

In September we recognized the most innovative Customer Success teams for going above and beyond in the industry at Customer Success Summit – Team Edition in New York. Creating great experiences for customers would not be possible without all the amazing work and collaboration of teams.

Guest Blog: Culture Starts at the Top

ShepHyken

This week we feature an article by Liliana Petrova who writes about how important the leader’s role is in the culture of an organization. Leadership sets the tone. They are the role models for the rest of the employees.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Should your contact center be best practice?

Taylor Reach Group

By Colin Taylor. We constantly hear about “best practices,” and these are held up as the shining examples of what the best organizations do.

Are We Talking Ourselves Into A Recession?

Beyond Philosophy

Are We Talking Ourselves Into a Recession. You hear it all the time on financial media. “Consumer Confidence is low.” ” It describes how people think that something terrible is going to happen to the economy, and it affects their spending behavior.

Contact Center Pipeline Magazine: Inside Our November 2019 Issue

Contact Center Pipeline

This is our 5th year conducting our Contact Center Challenges and Priorities survey. We will be reporting the results in our January issue. I’m excited to see our evolution and our plans for 2020. Please take a few minutes and share your insights.