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How to Disrupt Your Competition
ShepHyken
SEPTEMBER 26, 2018
2018
Why You Must Create and Sustain a Customer-Centric Culture
Beyond Philosophy
OCTOBER 25, 2018
Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric.
Onward and Upward… Or So the Saying Goes
Contact Center Pipeline
JANUARY 5, 2018
According to thefreedictionary.com, “onward and upward” is an expression that is defined as “something that you say in order to encourage someone to forget an unpleasant experience or failure and to think about the future instead.” Ah, the future!
21 Call Center Leaders Reveal the Biggest Concerns Keeping Call Center Managers Up at Night
Callminer
FEBRUARY 2, 2018
Call center managers are tasked with myriad responsibilities, and they maintain responsibility for ensuring that their call center operation runs smoothly and efficiently.
The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service
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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.
This Is How You Get Customers To Accept Your Word As Final
Myra Golden Media
FEBRUARY 6, 2018
Do you find it difficult to get customers to accept your word as final? Like, do they just come back and ask their question another way. Or even better, do they ask to talk to your manager? The thing is, we all need to get better at making our answer the final answer.
The Modern Call Center School for Supervisors | 12 Things to Know
Call Center Coach
NOVEMBER 13, 2018
The world of talent development and adult learning has changed dramatically over the past few years. And leading contact centers are modernizing their learning to keep pace. They realize they must modernize or risk losing their next generation of frontline leaders to other opportunities.
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The key to helping customers in a market that values empathy
Liveops
OCTOBER 11, 2018
Matching culture and language resolves customer needs faster. When the trend of U.S. businesses offshoring their customer service began a couple of decades ago, the opportunity to cut costs was paramount. Savings in the form of reduced labor costs were significant.
Should your Contact Centre join the Cloud?
Connect Managed
NOVEMBER 2, 2018
In Contact Centres around the world, a battle is raging. The prize: the best customer experience, underpinned by efficient, scalable, and flexible technology.
How to Create Good Customer Service Goals
Toister Performance Solutions
AUGUST 30, 2018
Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. "I I have six minutes to solve their problem, and it's not enough time."
Improve Customer Experience with the Help of These 4 Teams
Kayako
JANUARY 17, 2018
When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it.
The Top 3 Ways to Forecast for Your Contact Center
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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.
Guest Blog: How Live Chat Can Improve Conversion Rate For Your Business
ShepHyken
SEPTEMBER 14, 2018
This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken. The modern marketplace offers many different ways to make your business and employees more productive.
Make This Small Change For Big Results
Beyond Philosophy
JULY 19, 2018
We all have a Status Quo Bias when it comes to decision making. Also called Status Quo Inertia, the Status Quo Bias is our preference to keep things the same or maintaining a previous decision.
Now What? The Impact of Chaos on Contact Center Operations
Contact Center Pipeline
FEBRUARY 7, 2018
We have all at one time or another uttered the phrase, “Now what?” According to TheFreeDictionary.com, this phrase means, “What is going to happen now? What kind of new problem has arisen?” In these days, the question is asked frequently and not always as it relates to the contact center.
20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them
Callminer
OCTOBER 11, 2018
From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance.
Executive Report: The Customer Data Too Often Overlooked by the C-Suite
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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.
5 Little Tricks To Get Customers To Accept Your Word As Final
Myra Golden Media
OCTOBER 29, 2018
If you find it hard to get customers to accept your word as final and if too many of your customers just go over your head to talk to a supervisor who will tell the customer the exact same thing, you need to read this.
7 Tips for Creating A Contact Center that Fuels Transformation
Call Center Coach
SEPTEMBER 21, 2018
7 Tips for Creating A Contact Center that Fuels Transformation. Being a contact center leader has become more important in business transformation than being a CEO. After all, if you are going to transform, your outcome must be to be more customer-centric.
The Best Advice for Contact Centers in 2018: The Experts Weigh In
Fonolo
AUGUST 29, 2018
It’s a noisy little planet we live on. In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. It’s simply become too loud.
3 Revenue-Driving Benefits of Conversational AI
Interactions
NOVEMBER 7, 2018
NOVEMBER 7, 2018 When it comes to the customer experience, Read more » The post 3 Revenue-Driving Benefits of Conversational AI appeared first on Interactions Resource Center. Artificial Intelligence
Your Complete Customer Engagement Handbook
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Transform your contact center to build relationships with your customers that will last a lifetime.
6 Lessons for Rolling Out a Digital Experience Platform (DXP)
iCiDIGITAL
SEPTEMBER 7, 2018
Rolling out a digital experience platform (DXP) can be a daunting initiative for an enterprise. Done well, the challenge will be worth the investment of time and resources. A successful DXP rollout will reward marketing with a powerful platform to build compelling customer experiences that drive key conversions, and end customers will benefit from positive interactions with the brand.
The First Step to Fix Poor Customer Service
Toister Performance Solutions
SEPTEMBER 11, 2018
Note: This post originally appeared on LInkedIn. I've talked to a lot of customer service leaders recently who want to improve customer service, but aren't sure where to start. One of their biggest challenges is they struggle to articulate exactly what "improve" means.
Upgrade Your Customer Support Rep to a Customer Support Professional
ShepHyken
MARCH 7, 2018
The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization.
Study: The Health of the Contact Center
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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.
The Real Reason Men Aren’t Eco-Friendly
Beyond Philosophy
MARCH 9, 2018
On our Intuitive Customer podcast , Professor Ryan Hamilton and I have been talking about the ways that customers are irrational in their decision making, often focusing on things that seem irrelevant.
Is Your Organization Ready for a Coaching Culture?
Contact Center Pipeline
FEBRUARY 15, 2018
When it comes to culture, lasting change starts at the top with the leadership team.
How Listening to Customer Impacts Your Bottom Line
Callminer
NOVEMBER 8, 2018
We recently published The CallMiner Index: Consumer Switching By Sector, The Reasons and The Impact of Call Centers and are hosting a webinar on November 13th to discuss the numerous findings.
This Is What You Say When a Customer Cusses At You
Myra Golden Media
JANUARY 23, 2018
I cuss. A lot. But never have I dared to cuss at a person in a customer service role. And I get rather upset about lousy customer service and still manage to talk nicely to people about any issues I encounter. Some people cuss, and yell and make threats when they are angry about customer service.
3 Important Things A Chatbot Can’t Do (But an IVA Can)
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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.
The Most Unlikely Source Is Blocking Contact Center Transformation
Call Center Coach
NOVEMBER 19, 2018
Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations.
Convenience is King for Millennials in Customer Service
Aspect
SEPTEMBER 19, 2018
Millennials often get saddled with a negative reputation. But now that this generation has become the single largest age group in the U.S. workforce, and is projected to spend $1.4 trillion annually by 2020, they are a force that businesses can’t afford to overlook.
Why design thinking in the contact center drives CX innovation
TELUS International
NOVEMBER 1, 2018
Find out how design thinking and journey mapping are elevating the customer experience
Customer Health Solutions: Accurately Monitoring Your Customer Relationships
B2B Customer Service Blog - TeamSupport
SEPTEMBER 7, 2018
A new term, customer health, is all about monitoring the customer relationship to ensure it remains in a vibrant state.
How to Create an Exceptional Customer Experience
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Learn 5 actions your organization can take right now to improve the customer experience.
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