Callminer

AUGUST 23, 2018

No matter what industry you serve, chances are your customers have high expectations. As a contact center, it is your primary responsibility to understand and manage customer expectations. That includes determining if customers feel their needs are being met on every call. Collecting this valuable speech and text data or over all interaction data is just the first step in managing customer expectations though.

Metrics 205

Metrics Contact Center Analytics Marketing 205

Customer Service Life

AUGUST 27, 2018

This article was originally published on the ICMI blog on June 13, 2018. Click here to read the original. While I’ve certainly had my share of coaching conversations in my career while working to help contact center agents improve quality and performance, it felt incredibly presumptive to position myself as the authority on the topic when I happen to work with a bunch of coaching experts here at FCR.

Coaching 83

Coaching Contact Center Management Surveys 83

360Connext

AUGUST 13, 2018

Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a picture of an all-knowing customer journey. It’s agnostic about your specific channel sins, and instead is forgiving and welcoming to all. It’s an inclusive way to invite more customers into your well-prepared and personalized customer experience.

Multichannel 69

Multichannel Journey mapping B2B Banking 69

Beyond Philosophy

AUGUST 30, 2018

Customers that recommend you to other people are the gold-standard of successful Customer Experience. How likely they are to tell their friends and family about you is measured by the Net Promoter Score (NPS), a common metric used by organizations to evaluate their performance in Customer Experience. These customers are your most loyal and the most sought-after of the lot, the “Raving Fans” of your organization.

Brand ambassadors 185

Brand ambassadors Customer emotions Customer Experience Consulting 185

Advertiser: ZoomInfo

Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.

Sales

ShepHyken

AUGUST 29, 2018

When you treat employees like rock stars, they will treat your customers like rock stars. That is what employee engagement is all about. Great leaders have preached that when you treat your employees well, they treat their customers – and fellow employees well. My friend and fellow customer experience expert, James Dodkins, has a great way of saying it: If you want to put your customers first, you need to put your employees first, first.

Employee engagement 246

Employee engagement Morale Personalization Customer Experience 246

CX Global Media

AUGUST 16, 2018

Your company culture is on the wall, written in your mission statement, part of the company vision, it’s in your core values and it’s communicated. And this is what destroys contact center morale? It is a problem if your leaders do not live out these perceived commitments through their behaviors. Customers Inside and Outside – Same. Just like your customers hate to have an expectation not met, so do your contact center agents.

Morale 216

Morale Contact Center Coaching Call Center 216

Callminer

AUGUST 22, 2018

Once you’ve collected the data, you need to do something with it to improve the customer experience and deliver exceptional customer service consistently. Actionable analytics is key.

Metrics 207

Metrics Analytics Customer Experience Customer Service 207

Steve DiGioia

AUGUST 13, 2018

you gotta be kidding with all these rules. This original article was written by Steve DiGioia. You took out a big loan to open your business; maybe even got a second mortgage on your home. Then, product and supplies were ordered on credit cards. You even convinced your spouse and kids to work there because there’s no money left for payroll. But you opened a “business of no”.

Customer Service 189

Customer Service 189

Beyond Philosophy

AUGUST 16, 2018

A theory is great. It gets you thinking, designing and planning. However, unless you take all the theory and the work you built around it and implement it, it is entirely useless. Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. The concept of implementing the plans you make from theory is significant to me.

Consulting 461

Consulting Consulting Customer Experience Customer retention 461

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Contact Center

ShepHyken

AUGUST 15, 2018

Over the years I’ve taught a concept I refer to as the One Thing Question. This is a very simple question to use in a survey as a follow-up to the simple survey question, like the Net Promoter Score question (NPS). For those that may not be familiar with the NPS survey question, it is simply this: On a scale of zero to ten, what is the likelihood that you would recommend us to a friend, colleague or family member.

Banking 226

Banking Surveys Customer Service Customer Experience 226

Contact Center Pipeline

AUGUST 7, 2018

Many brands and organizations are focusing on recruiting and retaining younger workers, typically thought of as the millennial generation. On college campuses, however, professors and foodservice executives have noticed the arrival of a new group with distinctly different values and requirements. This group is Gen Z, currently aged eight to 22, who are now moving […].

Contact Center 189

Contact Center Call Center 189

Myra Golden Media

AUGUST 20, 2018

When a customer reaches out to you about a problem, they usually don’t think things will be easy. They expect to enter a fray. To customers, it’s them against you. Visually, it’s like this. There’s a brick wall between you and your customer. You are on one side of the wall, and your customer is on the other. The customer sees the issue they’re trying to get resolved as being on the same side of the brick wall as you.

Customer Experience 184

Customer Experience 184

Callminer

AUGUST 28, 2018

Customers have conversations with more than one department in your organization during the customer lifecycle journey. Customer interaction analytics throughout the relationship is key to success.

Call Center 182

Call Center Analytics 182

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Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more

Customer Service

CX Accelerator

AUGUST 1, 2018

Working in customer service or customer experience can take a massive toll on your physical and mental well-being. When combining the stress that comes with never-ending customer requests, pressure from all types of internal stakeholders, and the sometimes crippling weight of life outside of work, the result may be too much to bear. How can we create an environment that gives life instead of sucking it out of us?

Contact Center 182

Contact Center Healthcare Coaching Education 182

Beyond Philosophy

AUGUST 23, 2018

Non-conscious influence has a significant effect on your customer’s behavior. Non-conscious influences are stimuli of which a customer is not aware. What’s more, these non-conscious influences exist in your Customer Experience even if you haven’t been deliberate about your design of them. In our latest podcast , we defined some terms that describe the information that influences behavior, including: Subliminal: Something you sense but that your conscious mind did not register, meaning it is pi

Advertising 205

Advertising Customer Experience Marketing Accountability 205

ShepHyken

AUGUST 1, 2018

I can’t make this “stuff” up. It really happened! The other night I was at a very nice – and very expensive – steakhouse restaurant. This place was top rated for their steaks and seafood. We all ordered a salad. As the server was setting down the salads, we noticed that one of the salads had a tiny portion of salad compared to the others. It was less than half the amount.

Management 226

Management Customer Service Customer Care Customer Experience 226

CX Global Media

AUGUST 14, 2018

CLICK HERE for large image. Being able to accelerate the path from successful contact center agent to supervisor success is a top priority in the contact center industry. Some may contend it’s always been a priority. But now we could be entering a crisis scenario. As of now, only 18% of organizations feel they have a supply of capable employees to fill frontline leadership roles, according to a study conducted by Development Dimensions International.

Contact Center 180

Contact Center Call Center Coaching Surveys 180

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Customer Experience

Call Center Weekly

AUGUST 3, 2018

By Kathy Holdaway Good leaders make people feel that they're at the very heart of things, not at the periphery. Everyone feels that he or she makes a difference to the success of the organization. When that happens people feel centered and that gives their work meaning. - Warren G. Bennis Leadership is an art and a science. It is an art because it continually evolves, changes form, and requires creativity.

Coaching 167

Coaching Best practices Management 167

Callminer

AUGUST 26, 2018

We are happy to share three video success stories from customer's that utilized speech analytics and automated scoring to achieve their overall goals.

Contact Center 182

Contact Center Analytics 182

Contact Center Pipeline

AUGUST 30, 2018

The end of August signals the end of the summer and, for many, a renewed focus on the workplace. For contact center professionals, this month was all about people. Our most-read posts in August included how to communicate the contact center’s value to top-level executives; how to create better schedule harmony between agents and the […].

Contact Center 162

Contact Center Employee engagement Call Center Management 162

Beyond Philosophy

AUGUST 1, 2018

I have had the same mobile (cell phone) company in the UK for around 25 years. However, I am about to leave them—and they don’t know it. With my imminent departure on the horizon, I wondered how do organizations avoid customer defection? It turns out that customers usually indicate they are going to leave, and you can see it in their habits. I see it happen all too often as a global Customer Experience consultant.

Airlines 299

Airlines Sales Consulting Consulting 299

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.

Technology

ShepHyken

AUGUST 3, 2018

This week we feature an article by Eugene Aronsky who talks about good customer service versus bad customer service and how proper training and proper knowledge are key to answering any question that a customer may have. – Shep Hyken. “Good customer service is essential for a successful business.” This is a statement that is rarely disputed by most business owners.

Customer Service 225

Customer Service Call Center Sales Marketing 225

CX Global Media

AUGUST 27, 2018

I believe in the human spirit and that we can overcome some of the most difficult obstacles with the proper mindset and approach. When it comes to improving survey scores, most contact centers have way too many obstacles and paths in front of them, so they need to learn to take a path less traveled. Ignore Survey Scores. I am an even bigger believer in the unconventional and creative ways to overcome obstacles.

Contact Center 174

Contact Center Surveys Coaching Call Center 174

Myra Golden Media

AUGUST 3, 2018

Last week I worked with a fantastic new client in Cleveland on the chat customer experience. After my workshop in Ohio, I chatted with Amazon about a problem with my Kindle Oasis. I immediately made screenshots of my chat and sent the images to my Cleveland client. My hope is that my takeaways might help my customer as they prepare to go live with chat in just a few weeks.

Customer Experience 159

Customer Experience Best practices 159

Callminer

AUGUST 21, 2018

Read the full Aberdeen report here to gain a full understanding of which strategies and trends are most important in 2018.

Contact Center 182

Contact Center Customer Experience 182

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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Contact Center Pipeline

AUGUST 22, 2018

Artificial Intelligence (AI) is breaking the hype meter in the contact center industry. While it’s only in the early adopter stages, it appears to be grabbing the attention of contact center technology sellers and buyers. AI processes and interprets large volumes of data (and I mean large!) to drive action through decisions and predictions—basically trying […].

Contact Center 29

Contact Center Technology Analytics Call Center 29

Beyond Philosophy

AUGUST 17, 2018

Colin Shaw and Prof. Ryan Hamilton discuss how to understand the rules of customer decision making. If you don’t know how customers make decisions you cannot influence them to best effect. Explore the decision-making process and listen for actionable advice you can use today. The post Understanding the Rules of Customer Decision Making appeared first on.

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ShepHyken

AUGUST 21, 2018

Amazing Customer Service Tips From A Doctor. Techniques from the stage to optimize the patient/customer experience. Shep Hyken sits down with Dr. Bob Baker. They discussed his new book The Performance Of Medicine , how Bob relates his experiences as a magician and doctor to customer service, and how to optimize the customer/patient experience. There is a lot that anyone and any business can learn from Dr.

Personalization 221

Personalization Customer Experience Customer Service 221