Beyond Philosophy
DECEMBER 6, 2017
Small changes, or nudges, having a big impact on people’s behavior is one that everyone in the behavioral economic community supports and heralds as the latest great idea. However, this great idea isn’t working for everyone. In particular, nudges don’t seem to be making much headway in medication compliance. When a patient doesn’t take their medicine properly, doctors call it “noncompliance.
Contact Center Pipeline
DECEMBER 7, 2017
Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 World,” June 2009). There have been huge leaps forward in awareness, mindset and technology, despite some lingering challenges that businesses as yet have failed to address […].
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ShepHyken
DECEMBER 5, 2017
Create a Culture Where Employees Come First. Shep Hyken Interviews Terry Cain and Steve Church, Co-authors of “The Pinwheel”. How would you like to create a culture and working environment that is better for your employees, which in turn is better for your customers? Shep Hyken sits down with not just one but two guests, Terry Cain and Steve Church.
Call Center Weekly
DECEMBER 5, 2017
By Anna Sabryan We in customer service know how important our role is. Many companies compete to have the best service, and periodically innovate to catch up with ongoing changes. Customer service, at times, changes at a rapid pace. Customer service via social media used to be a very important part of online activities. However today, many intelligent assistants, or bots, can deliver many services.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Beyond Philosophy
DECEMBER 5, 2017
A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. Chances are your call center employees feel the same way—especially if you train like most companies do. The new report, “ The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era ,” revealed that 56% of the 1,000 respondents in the U.K. and U.S. said complicated customer issues are their most significant ch
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Steve DiGioia
DECEMBER 4, 2017
do you still care about customer service or is it all about the money This original article was written by Steve DiGioia. Being in the hospitality business for over 20 years, I have seen some of the best and worst at their trade. But the dining experience sure has changed…. From the hardworking, studious college kid that was very driven and worked as a waiter 6-days a week to put himself through school; the gravelly-voiced divorced mom of 4 grown kids that needed to pay her bills and get her lif
Peter Lavers
DECEMBER 8, 2017
This is the first instalment of a 2-part blog from our new guest blogger Jason Grills – welcome Jason! No matter what type of business you run, apart from quality product or service, you will also need a reliable and efficient support service to retain your customers in the long term. It is your main way to communicate with both potential and loyal customers.
Beyond Philosophy
DECEMBER 5, 2017
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” It’s likely that you can’t articulate a distinction. A satisfied employee can pretty much be described as one who is relatively happy or more than complacent about their day-to-day job experience: the work, pay, benefits, possibili
Myra Golden Media
DECEMBER 8, 2017
In this article I show you what empathy is using an experience with my teenage daughter, and then I deliver 4 tactical ideas you can apply right now to express empathy: Put yourself in your customer’s place, Sense the Situation From the Customer’s Perspective, Discuss What’s Upsetting the Customer, and Coming Up with Ways to Fix the Problem.
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Contact Center Pipeline
DECEMBER 6, 2017
Yet another year is coming to a close, and I can think of no better way to prepare for 2018 than with a round of regifting! This annual tradition here at the Agility Factor column has been a real boon to the industry over the years. We’ve cleaned out some of the biggest messes in […].
Kristina Evey
DECEMBER 5, 2017
LISTEN to your Customers. Listening. We all know how to do it… but few know how to do it well … and it could be driving your customers away if you don’t do it well. Listen well and you’ll increase sales and customer loyalty. Even though communication involves two parts – speaking and listening – I believe that listening is actually 2/3 of successful communication.
Call Center Weekly
DECEMBER 6, 2017
How can social media be used to better engage customers? Social media is an excellent tool to engage with customers on a personal level. You get to hear their gripes (whether you want to or not) and celebrate their successes. As a business, you then have an opportunity to respond to these comments, both positive and negative, showcasing your brand voice but also showing how much you care about the people who spend money on your service or products.
Peter Lavers
DECEMBER 7, 2017
L ocation-based services ( LBS ) enable smartphone apps to supply the end user with geo-specific information and marketing content that is real-time and relevant to their exact location. Dimension Data spoke to Peter Lavers, director of WCL Customer Management, to get his insight on LBS’ impact on the customer and what businesses can do to prevent location-based services overwhelming their audience.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Contact Center Pipeline
DECEMBER 4, 2017
As the year draws to a close, I extend wishes to you and your loved ones for the happiest of holidays and a very Happy New Year. I truly appreciate all of our subscribers, sponsors, contributors and the Pipeline staff for making 2017 a successful year. Thank you! I can hardly believe we are celebrating […].
CSM Magazine
DECEMBER 7, 2017
Ever been in a live chat with a customer wishing you could show them what you’re trying to explain? Worse yet, you’re in a chat with a customer who’s struggling to explain their issue that would be clear if you could see it. How frustrating for both parties! They say a picture’s worth a thousand words. That’s why co-browsing, a.k.a collaborative browsing, and file transfer are so effective.
Aspect
DECEMBER 5, 2017
The U.S. economy saw two records smashed over the Thanksgiving weekend, with both Black Friday and Cyber Monday spending reaching new heights this year. Black Friday online earnings hit a never before seen $5.03 billion, while Cyber Monday earnings hit a staggering $6.59 billion. Following what may have been the busiest day on record for many businesses, let’s take a few moments to find out how your contact center performed now that the dust has settled.
Branch Mesenger
DECEMBER 4, 2017
In this post of the Structural Precast series I would like to touch upon the topic of segmentation of precast walls. Segmentation of precast walls can be done automatically or manually. Before we run the automatic segmentation we should check and adjust the Configuration Settings. The Configuration settings can be imported or exported via XML files to easily share the rules across several users, working on the same or different projects.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
ShepHyken
DECEMBER 8, 2017
This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Until recently, contact centers were playing a passive role in customer service by responding to basic queries, but not necessarily playing any major role in the strategy for customer experience (CX).
ijgolding
DECEMBER 4, 2017
The whole idea of the Net Promoter Score (NPS) is based around asking customers the question ‘How likely is it that you would recommend our company/product/service to a friend or colleague?’ and proposing to them a variety of response options based on a zero to ten scale. In the years since its introduction, NPS has become used all over the world and few organisations fail to ask their customers this question in one form or another at some point in the organisation/customer interaction.
Inbenta
DECEMBER 7, 2017
The VHS and the Betamax, the Blu-ray and HD DVD or more recently the current virtual headset battle between HTC Vive and Oculus Rift. The history of technological development is littered with examples of various formats fighting it out for market dominance. At times, these format wars will dictate what we refer to the new invention as. When purchasing a high-density optical disc we tend to ask for a Blu-ray for example.
Fonolo
DECEMBER 6, 2017
At the end of every year, we analyze data collected by onholdwith.com to expose the worst hold time offenders for the year, and today, we’re ready to reveal the results compiled from 2017. The list is determined by the number of tweets, with the phrase “on hold with”, directed to a brand’s account. Last year, we reported that Apple was the worst company to call, which captured the attention of consumer reporters across the nation (Read Stuck on Hold?
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
VocalCom
DECEMBER 4, 2017
While artificial intelligence may not be new, its growing significance to the customer experience certainly is. In the past few years, many companies have recognized the power of AI for revolutionizing the sales and customer service processes. Intelligent assistants and chat bots are helping customers with tasks ranging from checking the weather to purchasing items online.
Etech
DECEMBER 5, 2017
Today I’m submitting the 4th blog in our Character Commitment Series. I’ve spent the past several months writing a blog on each of Etech’s 12 Character Commitments that form the foundation of our organization. I’ve welcomed this opportunity to take the time to sit down and write about each trait. For me, it’s been a little bit of “getting back to the basics” as I’ve found myself renewing my own personal commitment to these traits and not just on the job, but in my personal life as well.
CSM Magazine
DECEMBER 5, 2017
Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Voice Recognition. Technology related to voice recognition will be most impactful in 2018. The improvements in voice recognition has led to an increase in voice assisted controls usage ranging from voice controls on your mobile to home assistants like Google Home and Amazon Echo.
Fonolo
DECEMBER 5, 2017
Last week, Fonolo hosted an insightful live discussion on how to handle customer service in a crisis. This expert panel discussed what brands can do to ensure that customer service is not compromised during times of stress in the contact center. They touched on social media for crisis management, reducing customer frustration, and so much more! To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.
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Nexmo
DECEMBER 6, 2017
More often than not, innovation awards go to the new kids on the block. When we hear a company designated with the term “startup,” we can’t help but think of new, exciting and innovative. With the exception of a very few older, Silicon Valley bastions of innovation, more established enterprises can find it extremely challenging […]. The post Nexmo Wins Top Industry Award for Voice API, Relaunches Voice Product Page appeared first on Nexmo.
Etech
DECEMBER 7, 2017
Why you may want to adopt a best-of-both-worlds approach. While androids are both an operating system and a sci-fi concept that’s becoming more realistic with each passing day, the artificial intelligence that powers androids has started to ease its way into the call center industry. Even though it might seem as though androids and artificial intelligence (AI) might soon replace humans in certain jobs and industries altogether, the truth of the matter is that there are some tasks that automated
Customer Service Life
DECEMBER 7, 2017
Photo Credit: Bryce Johnson via CC License. This article was originally published on the FCR blog on November 20, 2017. Click here to read the original. When it comes to outsourcing customer service you may encounter a couple of different staffing models. The first is a shared model where you pay per minute for an agent’s time only when they are speaking with customers.
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