Transparent BPO

MARCH 11, 2020

“If you can’t measure it, you can’t improve it.” That adage, coined by Peter Drucker, a man regarded as the inventor of modern business management, testifies to the fact that measuring performance is vital to the success of any business or industry — including the contact center industry. And one of the best ways to measure improvement in the contact center, according to Jeff Rumburg, co-founder and managing partner at MetricNet , a contact center benchmarking and consult

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Benchmark Contact Center outsourcing Schedule adherence 71

ShepHyken

MARCH 13, 2020

This week we feature an article by Dwayne Charrington , a technical writer currently associated with ProProfs Help Desk. He shares the benefits of incorporating a help desk ticketing system into your business. “Experience-led businesses have 1.7x higher customer retention, 1.9x return on spend, and 1.6x higher customer satisfaction rates” – Forrester.

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Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. Some of the research told us what we expected to hear, but some of the revelations might surprise you. We talked about this research in a recent podcast. You All Want Growth.

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Consulting Consulting Marketing Customer Experience 479

Callminer

MARCH 2, 2020

Solving a caller’s problems quickly can significantly improve their perception of your organization’s overall quality and competency. However, achieving the fastest possible resolution speed – over the course of a single call – can prove to be more complicated than it seems. There are many variables involved in handling customers’ calls efficiently enough to resolve them without need for additional contact to be made on their part.

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First call resolution Analytics Metrics Call Center 291

Advertiser: ZoomInfo

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Enterprise

Contact Center Pipeline

MARCH 12, 2020

Providing a good customer service experience is more important than ever. One bad experience over the phone can lead to bad reviews, criticism on social media, and—the worst scenario—loss of business. Research from Accenture found that 68% of customers have switched providers because of bad customer service, which means that people are looking at their […].

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Contact Center Customer Service Analytics Call Center 182

ProProfs Blog

MARCH 27, 2020

It’s no secret that customer service is an essential aspect of every business. That said, many companies overlook their customer experience, and they don’t often consider it an ROI generating metric. There are many reasons to believe that customer service has a direct impact on the bottom line, especially as we move into a more “buyer-centric” economy.

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Customer Service Feedback Customer Support Wait times 135

Lumoa

MARCH 31, 2020

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GetFeedback

MARCH 17, 2020

The most popular CX metrics catalogued by purpose and best use case.

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Metrics Customer Experience 168

UJET

MARCH 17, 2020

A strong customer support team is integral to the success of any business. But a strong team doesn’t need to be in the same office to ensure success. The rise of remote work has proven that employees can be as, or more, efficient in their work outside of the office. But even with a dispersed team, managers and supervisors can ensure that agents are providing the expected high-quality support to maintain positive customer experiences.

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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

Fonolo

MARCH 19, 2020

We are living in a strange time. Almost every aspect of our lives has changed since Spanish Flu decimated the world’s population 100 years ago, but it’s at times such as these that humans typically revert to the same patterns. We’re already seeing some of that base behaviour in the supermarkets, as panic drives people into the lizard part of their brains, making poor decisions that ultimately make things worse for everyone.

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Contact Center Airlines Call Center Banking 91

Monet Software

MARCH 26, 2020

So you’re thinking of moving to the cloud for your customer engagement solutions. According to Digital Journal, over 90% of all enterprises project to use cloud platforms to innovate and improve agility by 2021. In other words, you know that your peers and competitors are moving to cloud to improve the customer experience (CX) and lower costs. If you’re ready to begin innovation in the cloud, what should you consider first?

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Coaching outsourcing Strategic Value contact center solutions 71

Toister Performance Solutions

MARCH 5, 2020

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. It's probably the number one question I get in presentations. Someone will invariably ask, "How do I get my CEO to care about customer experience?

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Customer Experience Advertising Entertainment Metrics 95

inSided

MARCH 23, 2020

Just how valuable is it to keep customers invested in your brand? We're exploring the answer to this question and some tips on improving retention in today's blog.

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Customer retention 69

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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

Tethr

MARCH 17, 2020

There’s no getting around it, COVID-19 has already seriously impacted businesses and people alike. In the coming weeks (probably months) organizations must continue to adjust in order to maintain business operations. Businesses who weren’t previously prepared have been rapidly forced to come up with continuity plans. Just as natural disasters can affect every part of a company and its staff, it is now apparent that international viruses can be equally damaging—if not, more so. .

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Contact Center Transportation Call Center Contact center software 74

Ansafone

MARCH 27, 2020

Technology is ever-evolving and a part of modern life.We, too, must evolve with it. No matter where you go today, AI ( artificial intelligence) is involved in our lives. From in-home devices such as Alexa and Cortona to smart refrigerators, there are marks of artificial intelligence everywhere. So, how does AI affect Ansafone Contact Centers … The Impact of AI (Artificial Intelligence) in Customer Service Read More » The post The Impact of AI (Artificial Intelligence) in Customer Service a

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Customer Service Contact Center Technology Call Center 77

CSM Magazine

MARCH 14, 2020

At first sight, it might not seem like project management has a lot to do with customer service. Being a project manager sounds more like a methodical job, where you coordinate lots of tiny moving pieces, manage tasks, research, fill in spreadsheets, strategize and write progress reports. When thinking of a PM, we picture someone sitting behind a desk, elbows deep in paperwork, not someone working in the dynamic and interactive environment of customer service.

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Customer Service Management Big data Customer Care 75

ConvergeOne

MARCH 19, 2020

Historically, I’ve worked in an office setting where I grew familiar interacting with people and co-workers face-to-face. Having spent the bulk of my adult life working in offices and among other people, I grew accustomed to the luxury of dropping in on co-workers, chatting at the coffee machine, and walking down the hall to ask a co-worker a quick question.

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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

C3Centricity

MARCH 31, 2020

How can some companies get customer service so wrong?! This week I have a longer post than usual, but one that will make you smile, if not laugh out loud. It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver awesome customer service. I can’t understand why any organisation would still have trouble offering superior customer service when there are so many great examples they merely have to copy.

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Customer Service Scripts Accountability CRM 77

Steve DiGioia

MARCH 9, 2020

Reevaluation. It’s a tried and true method to improve your customer service. But how many use this often enough to benefit from its findings? Good question. Sure, each business is different and with specific challenges to be addressed, so the important thing is that you start finding tactics that can make a difference in your business and put them to use right away.

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Advertising Sales Feedback Consulting 310

Beyond Philosophy

MARCH 31, 2020

Just over a decade ago, just as the world was coming out of the deepest recession since the Greatest Depression, we carried out significant research across the globe with the largest container shipping company in the world. We repeated the research a year later when the economy was in full speed recovery mode and while some key drivers remained the same we found a noticeable and consistent change in every model we ran.

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Airlines Healthcare Government Self service 499

ShepHyken

MARCH 4, 2020

It’s almost here… the updated and revised edition of The Cult of the Customer. If you’re reading this article the week it’s posted, then this is a sneak preview of a few of my favorite quotes from the book. Even if it’s after the book comes out, it’s not too late to “join” the Cult of the Customer—the cult you want to belong to! I want to share some quotes from the book to get you thinking about how to amaze your customers.

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Customer Service Customer Experience 422

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

MARCH 11, 2020

As the next decade is upon us, we should all take a minute to understand the big trends that are going to impact our contact centers. Do you have anxiety about the bots? More broadly, are you thinking about how technology will impact how business is conducted in the contact center? Don’t worry about the […].

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Contact Center Technology Call Center 294

Myra Golden Media

MARCH 28, 2020

Are you interested in making and donating masks for Covid-19? Here are some resources to get you started. [link]. [link].

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Customer Experience 256

CX Accelerator

MARCH 16, 2020

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Are you sold? In all seriousness, I recently had a conversation with someone who voiced their disdain for the term “agent” when referring to a customer service or contact center professional.

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Contact Center Personalization Engineering Customer Service 228

Steve DiGioia

MARCH 25, 2020

…my thoughts on the Coronavirus and what comes next. Because of the Coronavirus, I think I should stop writing, at least for a while until the world gets back to normal. It seems like the logical thing to do. So many others are sharing their stories or suggestions on how they’re coping with the isolation and fear of the unknown that it seemed petty for me to still write about customer service tactics when most businesses aren’t even open – and some may never reopen because they couldn’t withstan

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Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. We tap our toes and roll our eyes as we wait. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. Or are they? Last February, the Harvard Business Review (HBR) published, “ Why is Customer Service so Bad?

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Customer Service Consulting Consulting Wait times 470

ShepHyken

MARCH 11, 2020

Every company wants to have good employees. More importantly, they also want the right employees. There’s a difference. The smartest person in the world may not end up being a good cultural fit for a company. Every company has a personality, and the people they hire must possess the right skills, character and behaviors to fit in. This differs from company to company, so what works for one may not work for another.

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Personalization Customer Service 350

Contact Center Pipeline

MARCH 31, 2020

What a difference a month can make. In February, we were looking at topics like growth and development, aligning strategy and technology, and tools for delivering an exceptional customer experience. We’ve now entered the strange new reality of the COVID-19 era. Our Top 5 most-read posts for March reflect the staffing challenges that contact centers […].

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