Contact Center Pipeline
AUGUST 23, 2017
Our final installment of the differentiator series is perhaps the most important for customer service leadership. Our topic is selling and promoting the contact center. This activity starts at the highest levels, and the objective is to help all key decision-makers understand how valuable a contact center is to a successful enterprise. Getting to this […].
ShepHyken
AUGUST 25, 2017
This week we feature an article by Reuben Yonatan who writes about how using chatbots for customer service properly can be a powerful customer service tool. Chatbots can be great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. – Shep Hyken. Many small businesses are looking for ways to streamline communication.
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Beyond Philosophy
AUGUST 21, 2017
By nature, I’m an organized person. I like things clear and orderly, laid out in black and white. So, some years ago, as a new senior manager, I asked my boss to explain what my responsibilities would be after a company reorganization. I wanted to know, with absolute certainty. But my boss just looked at me and said, “Colin, in a senior position you need to deal with ambiguity.”.
Myra Golden Media
AUGUST 25, 2017
My website was down for 37 hours this week. Not only was the website down, but we couldn’t send or receive emails. The outage happened because something went wrong in a scheduled site upgrade on Sunday night. My hosting company was to perform a simple process that I thought would take a few minutes. I reached out to my hosting company more than a dozen times during the 2-day outage, desperately trying to get the issue resolved and to check the status of the problem.
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 Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Contact Center Pipeline
AUGUST 22, 2017
Most contact centers know they need a more analytical approach to understanding the customer experience. In our 2017 Workforce Optimization Survey, a high percentage of centers indicated that analytics falls within the “Have but do not use effectively” category. We also see many centers evaluating analytics offerings while others place them on their wish lists. […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
AUGUST 23, 2017
Many organizations measure their Customer Experience (CX) in the wrong way. Chances are, you are too. So, what is it? How are you inadvertently thwarting your efforts to improve your CX? It is how you measure it and it’s one of the fundamental failures of many CX programs. Measuring is a critical part of any effort to quantify progress (or failures) when you have a goal of improving your CX.
Callminer
AUGUST 21, 2017
Finding ways to streamline contact center processes is the best way to effectively increase efficiency and make better use of resources.
Call Center Weekly
AUGUST 21, 2017
By Jennifer Boston At the start of my contact center training career, I was propelled into an uncomfortable situation whose lessons haven proven invaluable in how I approach training new skills to a tenured staff. A long-term client unexpectedly shifted their customer service operations in-house, in response to the recession. After nearly a decade of being the key factor to a successful partnership, over 100 veteran employees were suddenly unsure of what came next.
ShepHyken
AUGUST 22, 2017
Nicky Billou on How to Think and Win Like a Champion. How would you like to know how to build your own personal brand to become a thought leader in your industry? Shep Hyken interviews Nicky Billou, internationally best-selling author of Finish Line Thinking: How to Think and Win Like a Champion. First Up: Shep Hyken’s opening comments focus on how thought leadership applies to everyone.
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Contact Center Pipeline
AUGUST 24, 2017
The impact that millennials are having on work environments across sectors continues to be a leading topic for contact center leaders. In our five-part series on hot topics that are impacting contact centers, we have asked industry leaders for their thoughts on employee engagement, IoT-enabled service strategies and AI in the center. In this fourth […].
Customers That Stick
AUGUST 21, 2017
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Nexmo
AUGUST 23, 2017
Whether you’re a growth hacker with coding skills or a developer with growth hacking ambitions, you’re ignoring a whole world of digital marketing possibilities if you’re not using phone numbers as a channel. And it’s not because it’s too hard, too expensive or ineffective. It’s probably because you’ve assumed they aren’t hackable. But it turns out […].
Influitive
AUGUST 22, 2017
Still relying on email campaigns to engage and communicate with your customers and prospects? These innovative B2B marketers are doing things differently. They aren’t wasting time crafting clever messaging or chasing the latest marketing fads. They’re driving retention and acquisition by harnessing the power of their customer advocates. By building engaging advocacy programs, these marketers.
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.
Fonolo
AUGUST 24, 2017
We’ve been chatting a lot about customer satisfaction (CSat) recently, but for very good reason; measuring the degree to which your product / service meets customer expectations is critical to the success of your brand, regardless of the vertical or size. In our most recent whitepaper, we provide a playbook for contact centers to use as a guide to improving customer satisfaction.
GetFeedback
AUGUST 23, 2017
The support experience is made up of small interactions that leave big impressions. Here are 4 customer support touchpoints that might need your attention.
ijgolding
AUGUST 20, 2017
Looking back through my articles over the last few months, a great number have made the connection between strong, customer centric leadership and the ability to drive an effective and sustainable approach to Customer Experience. It is no secret that I am a huge admirer of Jeff Bezos, the founder of Amazon – in May I wrote an article explaining why.
aircall
AUGUST 24, 2017
Prologue. It was the best of times, it was the worst of times, and it was 2:24 PM when the two customer support calls were placed. They made their way through office phone systems, through two headsets and fell on two sets of ears. Two agents picked up, gave their names, and listened to two voices on two other ends exclaim, “I’ve ordered something from your website, but it never came.”.
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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.
CustomerGauge
AUGUST 21, 2017
Providing a consistent customer experience (CX) is hard work. Getting everyone in your organization to run the same race is harder. Part of the struggle is simply getting information in front of the right people and stakeholders so they can stay engaged, be empowered, drive action and ensure success. In a lot of ways, good […]. The post Make Your NPS® Program “Team-Oriented” appeared first on CustomerGauge.
Aspect
AUGUST 21, 2017
Today’s tech-savvy, digital-minded consumers are not completely abandoning the phone in favor of other digital channels such as SMS, web chat, email and social. Even though consumers use more non-voice channels to connect with businesses than ever before, picking up the phone to negotiate a business deal or resolve an issue isn’t going away anytime soon.
Andrew Mcfarland
AUGUST 22, 2017
In my experience, most CX professionals are thrust into dysfunctional environments and asked to perform miracles. In the spirit of “back to school” here is the “course content” to achieve the impossible. Course Description: A comprehensive overview of the.
Customer Experience Matters
AUGUST 20, 2017
I’m sorry about this somewhat political post (you can stop reading it now if you like), but I feel as though we all have a responsibility to speak up. I’ve become saddened by the apparent rise of hate across the U.S. Instead of embracing the strength of our diversity, our country seems to be giving rise to hateful rhetoric and policies that target minority groups.
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!
Toister Performance Solutions
AUGUST 22, 2017
A question posted on the Inside Customer Service LinkedIn group recently caught my attention. Celeste Peterson, a Customer Advocacy Supervisor at Palo Alto Software, asked: What do you think are the most important metrics to track for a small customer service team? There were a few nice responses. Celeste's question intrigued me personally because I've heard it a lot recently and even wrote this blog post about it.
Aspect
AUGUST 23, 2017
Despite outbound calling jokes , there is no denying that it’s an important business strategy. Outbound campaigns are used for collections and proactive customer contact, automated messaging and scheduled recalls. These outbound calls can provide improved customer contact through automated dialing based on business rules and maximized agent productivity through call progress detection.
Nexmo
AUGUST 24, 2017
Bots have come a long way since the days of using chatbots in your IRC channel or instant messenger. But just how far have they come from a tech standpoint? Yes, every company and business media outlet is talking about them, but what are the real bits and what’s just hype? To help me separate […]. The post Bots and AI: The Current State of Technical Maturity appeared first on Nexmo.
CustomerGauge
AUGUST 22, 2017
Antony Laycock is CustomerGauge’s Director of Software Engineering. He has 25+ years of professional experience and has been in his current position with CustomerGauge for over a year. He was excited to share about the great developments our Engineering team has been making and what it’s like working in the beautiful Amsterdam office! What are […].
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Totango
AUGUST 23, 2017
Customer Success Summit is the industry-leading conference on customer success because it brings together experienced customer success professionals and industry thought-leaders, as well as research institutes for industry benchmarking. To that end, one of the keynotes from #CSSummit17 was Thomas E. Lah, Executive Director at TSIA, a for-profit research institute that does deep operational benchmarking with member companies.
Amity
AUGUST 20, 2017
Software as a Service or SaaS is a different beast compared to other technology products or services. Unlike any other service, there is an always-on connection between the providers and the customers. In addition, SaaS customers are pretty well-informed and are usually technology experts as well. The ordinary sales approach will not work well because the information that the salesperson can provide can easily be accessed by the prospective customer.
Russel Lolacher
AUGUST 21, 2017
Online Reviews. Google, Yelp, TripAdvisor, Facebook, Local Search Directories like City Search…there are lots of opportunities for your customers to share their first, 3rd or last impression of your business. These can be extremely helpful for a few reasons: Correct misinformation. Demonstrate you’re listening and you care Find out and address issues before they become ISSUES Mend.
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