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

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

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. This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of bot

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

Contact Center

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 242

Employee engagement Morale Personalization Customer Experience 242

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

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

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

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

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Analytics

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

Aspect

AUGUST 16, 2018

Yesterday at a media event in Charleston, South Carolina, the CEO of T-Mobile, John Legere, revealed their next big move. My initial thought was what could possibly be a bigger move than offering free Netflix ? Turns out, a full revamp of their customer service as well as a year free of Pandora (double win!). At first glance, you might not think a revamp of customer service is that big of a deal – which is understandable.

Interactive Voice Response 177

Interactive Voice Response Contact Center Customer Service Customer Experience 177

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

Fonolo

AUGUST 22, 2018

Just like me, you probably remember dozens of random 1-800 phone conversations with Johns, Jacobs, or Janes. They have called us from contact centers in the middle of the work day, when we ourselves were working on getting through that jerk chicken during a barely 15-minute lunch break. If I am not wrong, then it is safe to say that nine out of 10 times, we have hung up after the robotic, brief introduction and then wondered why they bothered calling us in the first place.

Contact Center 187

Contact Center Sales Service level Customer Service 187

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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

Contact Center

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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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

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

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

Callminer

AUGUST 8, 2018

Collection strategies help to determine which accounts have a higher probability of losses, categorize the different types of customers, and prioritize and target customers.

Analytics 182

Analytics Accountability 182

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 8, 2018

Choice Architecture, a principle that psychologists have studied for decades, is the concept that describes how the presentation of information affects people’s decision-making. Framing is the tone you use to present your options. How you frame the choices changes your results. These two concepts can help you present your goods or services to customers in ways that influence them to respond the way that you want and drive more value ($$$$) for your organization.

Advertising 278

Advertising Customer Experience Accountability Marketing 278

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

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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

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

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

Outsource Consultants

AUGUST 14, 2018

A recent article by Manuel Solis discusses customer engagement. Not just a company’s attempts at engaging with their customers, but customers engaging with the company as well. In order to foster engagement, companies need to build relationships with their customers through social media strategies and by putting out content on the internet that can actually be helpful and useful for their audience.

Contact Center 156

Contact Center outsourcing Call Center Analytics 156

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.

Customer Experience

Beyond Philosophy

AUGUST 31, 2018

Many times, people do not say what they mean or what they are thinking. Why is this? What are the implications on a customers experience? In this special interview with expert Steven Gaffney we look at the role of honest communication to improve workplace quality and the Customer Experience. Find out more at [link]. The post Why People Don’t Say What They Mean?

Customer Experience 268

Customer Experience 268

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

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 220

Customer Service Call Center Sales Marketing 220