INDUSTRY INSIGHTS YOUR PEERS ARE READING
Do you know what your connectivity rate is at your dealership? When data shows that phone calls are the second-most-common initial form of contact with car dealerships, you have to pay attention to phone skills. MORE
Despite the power of artificial intelligence to transform the customer experience, many AI projects fail at the first hurdle. Henry Jinman at EBI.AI outlines the 5 most common mistakes and how to avoid them using a tried and tested checklist. MORE
Great service is comprised of many parts and each must be present to create the experience every customer desires. Let’s briefly discuss each one of my top 8 until we get to “memory”. I know you’ll agree with me that it should be near the top of your list. Training. MORE
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. MORE
My local car dealership struggles with service. On multiple occasions, I've arrived for an appointment only to learn a needed part didn't arrive as expected. That meant I had to drive home and come back another day. MORE
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. MORE
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 MORE
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The cloud communications market is fast and everchanging. MORE
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. MORE
Live web chat is a popular way to deliver customer support, in fact, you can argue that some demographics prefer website chat to other channels such as voice or email. Web chat has its challenges though, particularly in terms of scalability. MORE
Luckily, as customer experience has grown in importance, so has the tooling that helps us provide it. Customer Experience, up until recently, wasn’t really in the limelight. People knew what it was, but it didn’t really seem too important. MORE
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. MORE
The prevalence of Survey Monkey and other DIY survey platforms have made it cheap and easy to implement customer satisfaction surveys. And while these platforms might be right for you, before you jump in, hit pause and think your DIY strategy through. MORE
An Introduction to Two-Way SMS for Contact Centers A two-way SMS platform is one that incorporates outbound and inbound text messaging into a unified service. SMS is one of the fastest-growing channels for business communication. MORE
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. MORE
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. MORE
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. MORE
Ensure your contact center is equipped with the right recruiting, screening, and training processes to boost call center strategies with these three tips MORE
Picture this: It’s the week of Thanksgiving and the phones at my neighbor’s bakery are going wild. See, my neighbor, Christina, runs operations for a chain of bakeries in the Midwest. MORE
Date: Tuesday, November 12, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why you need more than NPS to drive CX excellence. Published on: November 12, 2019. MORE
According to Peppers and Rogers Group , only “65% of companies provide effective tools and training to their agents.” Harris Interactive reports that “.customer customer service agents fail to answer customer questions 50% of the time.”. HR Management for CX CX Culture MORE
Contact center leaders often find themselves faced with the challenge of having to quickly staff up to accommodate business growth and expansion. MORE
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. MORE
Every company likes to believe that they have a unique culture. Indeed, someone once described culture as “the way we do things around here when no one is looking!” So, whether a company invests a little time on culture or. Culture Accidental Intentional MORE
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. MORE
Customer empathy plays a critical role. Simply because humans want human contact, that’s easy. We want someone empathetic who can help us. High Customer Empathy leads to stronger financial performance, increased customer satisfaction, and customer loyalty. In the past, empathy was considered an inborn trait that couldn’t be taught. Empathy is surely innate quality, but it is also learned in life through experiences. Table of contents: What is Empathy? What is Customer Empathy? MORE
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. MORE
SharpenCX
NOVEMBER 12, 2019
Picture this: It’s the week of Thanksgiving and the phones at my neighbor’s bakery are going wild. See, my neighbor, Christina, runs operations for a chain of bakeries in the Midwest.
PlayVox
NOVEMBER 14, 2019
According to Peppers and Rogers Group , only “65% of companies provide effective tools and training to their agents.” Harris Interactive reports that “.customer customer service agents fail to answer customer questions 50% of the time.”. HR Management for CX CX Culture
Interaction Metrics
NOVEMBER 11, 2019
The prevalence of Survey Monkey and other DIY survey platforms have made it cheap and easy to implement customer satisfaction surveys. And while these platforms might be right for you, before you jump in, hit pause and think your DIY strategy through.
Pam Plyler
NOVEMBER 11, 2019
Ensure your contact center is equipped with the right recruiting, screening, and training processes to boost call center strategies with these three tips
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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!
Contact Center Pipeline
NOVEMBER 13, 2019
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.
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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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Toister Performance Solutions
NOVEMBER 12, 2019
My local car dealership struggles with service. On multiple occasions, I've arrived for an appointment only to learn a needed part didn't arrive as expected. That meant I had to drive home and come back another day.
ShepHyken
NOVEMBER 13, 2019
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.
ShepHyken
NOVEMBER 15, 2019
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.
Beyond Philosophy
NOVEMBER 15, 2019
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.
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.
Connect Managed
NOVEMBER 14, 2019
Live web chat is a popular way to deliver customer support, in fact, you can argue that some demographics prefer website chat to other channels such as voice or email. Web chat has its challenges though, particularly in terms of scalability.
CSM Magazine
NOVEMBER 14, 2019
Despite the power of artificial intelligence to transform the customer experience, many AI projects fail at the first hurdle. Henry Jinman at EBI.AI outlines the 5 most common mistakes and how to avoid them using a tried and tested checklist.
Nicereply
NOVEMBER 12, 2019
Luckily, as customer experience has grown in importance, so has the tooling that helps us provide it. Customer Experience, up until recently, wasn’t really in the limelight. People knew what it was, but it didn’t really seem too important.
Andrew Mcfarland
NOVEMBER 11, 2019
Every company likes to believe that they have a unique culture. Indeed, someone once described culture as “the way we do things around here when no one is looking!” So, whether a company invests a little time on culture or. Culture Accidental Intentional
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.
LiveVox
NOVEMBER 13, 2019
An Introduction to Two-Way SMS for Contact Centers A two-way SMS platform is one that incorporates outbound and inbound text messaging into a unified service. SMS is one of the fastest-growing channels for business communication.
Noble Systems
NOVEMBER 12, 2019
The cloud communications market is fast and everchanging.
Guru
NOVEMBER 14, 2019
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.
CallSource Insights
NOVEMBER 12, 2019
Do you know what your connectivity rate is at your dealership? When data shows that phone calls are the second-most-common initial form of contact with car dealerships, you have to pay attention to phone skills.
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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.
Eptica
NOVEMBER 12, 2019
Date: Tuesday, November 12, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why you need more than NPS to drive CX excellence. Published on: November 12, 2019.
Steve DiGioia
NOVEMBER 11, 2019
Great service is comprised of many parts and each must be present to create the experience every customer desires. Let’s briefly discuss each one of my top 8 until we get to “memory”. I know you’ll agree with me that it should be near the top of your list. Training.
ShepHyken
NOVEMBER 12, 2019
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.
Beyond Philosophy
NOVEMBER 15, 2019
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.
Advertisement
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.
Contact Center Pipeline
NOVEMBER 14, 2019
Contact center leaders often find themselves faced with the challenge of having to quickly staff up to accommodate business growth and expansion.
Prashanth Kancherla
NOVEMBER 11, 2019
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
ShepHyken
NOVEMBER 11, 2019
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.
TechSee
NOVEMBER 11, 2019
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.
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.
Nikolina Maskaric
NOVEMBER 11, 2019
Joe Rawlinson
NOVEMBER 13, 2019
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.
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