Sat.Jan 12, 2019 - Fri.Jan 18, 2019

Declaring Victory in the War on Contact Center Agent Performance

Call Center Coach

Some wars seem to rage on forever. Whether you’re fighting the battle to stop eating that dessert you love that’s bad for you, or you continuously battle a war with contact center agent performance, it’s time for you to enjoy the sweet taste of victory.

Are You A Risk Taker?

Beyond Philosophy

Are You a Risk Taker? We all have varying levels of risk tolerance. When we shy away from risk, we call that risk-aversion. This episode of The Intuitive Customer discusses the concept of risk aversion and how it affects customers’ behavior in your Customer Experience.

Behind The Scenes Look at My Filming at LinkedIn Learning

Myra Golden Media

For two years I’ve partnered with LinkedIn Learning to create courses to help employees be more assured and skilled in their ability to handle demanding customers. Here are some fun behind the scenes photos from last week’s visit to film two new training courses.

Inside View: Gopher Sport

Contact Center Pipeline

Anyone who manages, or has managed, a school or community athletic program no doubt is already aware of Gopher Sport’s products and their reputation for exceptional customer service.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

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.

Tell me how you address burnout with your customer service team

Customer Service Life

Telling your boss that you are burnt out seems like it might just be the end of your stable paycheck. Can you actually look your boss in the face and admit that you’ve been unable to keep up with the amount of work on your plate?

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Three Preparations You Should Make Before Talking to Your Employee About a Problem

Myra Golden Media

One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience. The way YOU do that is, you go into discussions with your employees with a plan, and with confidence.

When and How to Develop Customer Service Material

GetFeedback

As a customer service leader, you want to make sure your audience is supported at all times. Customers should have access to the information they need–whether it’s from a member of your team or from a robust knowledge base.

A Miscellaneous Lot of Thoughts on Quality Scoring

Customer Service Life

This article was originally published on the FCR blog on December 10, 2018. Click here to read the original. Over the past year or so I’ve had many conversations about contact center quality assurance — some of which I’ve shared in past articles.

5 Top Customer Service Articles for the Week of January 14, 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.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

What I Wish Everyone Knew About Addressing Unacceptable Performance

Myra Golden Media

Talking to employees about problem performance, and getting them to change is hard – unless you do four things very well. Here’s what I wish everyone knew about addressing unacceptable employee performance.

10 Real-Life Customer Service Examples and Tips to Grow Your Fan Base

Nextiva

Product reliability and quality have become near-commodities in our world. The challenge then, for a business, is to find another way to differentiate yourself. And one of the best ways to truly engage customers is to connect with them via superior customer service. Today, let’s look at a variety of companies whose have succeeded by […].

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Why Enablement Is Not Enough: Enter Empowerment

Guru

When it comes to helping revenue teams, the term “enablement” usually comes to mind. Enabling a sales or support team to work better sounds great.

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Give Up Sex for Amazon?

ShepHyken

Customer Relationships. How much do you love the companies you do business with, the restaurants you frequent or the stores you shop at? How upset would you be if they told you they were going out of business? Or, what if you could save them from going out of business by giving up something.

The Health of the Contact Center: Are You Ready for 2019?

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.

Guess What Pairs Well with Nashville Hot Chicken

Transparent BPO

You’ve probably heard of Nashville Hot Chicken. Plenty of places in the Music City serve it, and you can try it while attending CCW Winter in Nashville later this week. Want to guess what beverage pairs well with hot chicken? Champagne. That’s right.

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Why You Need a Customer Reviews Strategy in 2019

Nextiva

When customers speak, brands listen. That’s the baseline for doing business in a customer-centric economy. That’s why you just can’t emphasize the importance of customer reviews! Customer reviews have come a long way from simple word-of-mouth recommendations to published online assessments dissecting your product. Through social media and customer review sites, customers easily share their […].

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Advance Collections and Debt Recovery with Gamification

Noble Systems

Let’s face it. Collections and debt recovery call centers don’t have a great reputation with consumers. Because some people buy things they can’t afford or encounter circumstances later on that cause them to become delinquent in their payments.

Just Branch

Branch Mesenger

Most of you already know us as Branch, but we’re making it official. Au revoir, Messenger, you’ve served us well. Taking a little inspiration from Beyoncé and Dunkin’, we’re officially shedding the Messenger and simply going with one moniker: Branch.

How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

Is the Best Service Still No Service?

Monet Software

Ten years ago, a book was published titled The Best Service is No Service: Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs. It suggested that companies could better serve their customers by finding ways to hear less from them.

Common Chatbot Mistakes and How to Overcome Them: Part 3

Bright Pattern

As shown in our chatbot infographic , it is predicted that 80% of companies will implement chatbots by 2020. Bots and AI were massive trends of 2018 and experts agree that the deployment of bots will continue to increase in 2019. ai and chatbots

Multilingual Support for Health Insurers: What Makes Voiance the Right Choice?

Voiance

Member support is a key component of providing health insurance in the US. Many find the industry confusing, and that leads to questions. Traditionally, most of those questions have been asked in English, but shifting US demographics mean that's no longer the case in 2019.

Just Branch ~~Messenger~~

Branch Mesenger

Most of you already know us as Branch, but we’re making it official. Au revoir, Messenger, you’ve served us well. Taking a little inspiration from Beyoncé and Dunkin’, we’re officially shedding the Messenger and simply going with one moniker: Branch.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

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.

5 “Musts” to Improve Your Quality Management Strategy

Monet Software

We all know the importance of quality management (QM). But we also know there are only so many hours in the day, and that a quality management program can sometimes take a lot of them. Still, this is not an optional pursuit for a contact center to maintain optimal customer service.

Multi-lingual survey – Where does it matter?

ProProfs Blog

English is the global language of business, travel, and pleasure. Yet English is only spoken by 20% of the world’s population. That’s roughly around 1.5 billion people out of which only 360 million are native English speakers.

Adam Toporek’s 3S Customer Service Process

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog customer-service-techniques

Contact Center Agents and the Importance of Engagement

Noble Systems

Achieving customer satisfaction by providing an enhanced customer experience is one of the main goals of the contact center and is an important metric by which the center’s performance is measured. A critical component of achieving this goal is the highly engaged and motivated contact center agent.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

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.

Help Desk Service: When KPIs Don’t Tell the Whole Story

Monet Software

Sometimes two statements can be true, even if they seem to conflict on the surface. Take KPIs at help desks. We’ve written many times that KPIs are essential for measuring the performance and efficiency of your business, and for keeping your agents on track toward meeting customer service goals.

What Are The Secrets Of Sales Voicemail That Truly Results In A Call-Back?

Dialer 360

A seller may have a higher response rate of an email or another type of message. Either responses to voicemail are more productive and demonstrate. This is the best level of interest. A salesperson loses in quantity and gains in quality. No doubt you will not get any response at all.

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The lost suitcase – the sad reality of customer experience evolution

ijgolding

According to Wikipedia , the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a relationship declines after around year seven of a marriage.