bold360 Blog

APRIL 13, 2020

As the COVID-19 global pandemic continues, customer experience (CX) is experiencing a double-whammy. On the customer side, there’s a higher volume of need and more urgency around getting those needs met fast. Uncertainty and anxiety have catalyzed a flood of customer questions and calls into service centers. Today’s stressed customers don’t want to wait in long queues or get stuck in automated systems that are overloaded and overwhelmed.

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Chatbots Self service Call Center Employee engagement 69

Beyond Philosophy

APRIL 9, 2020

Organizations use lots of incentives to encourage specific behaviors. The idea is that people will change behavior because of the monetary element of incentives. However, these incentives could be doing a lot more than that, which can have beautiful or terrible effects on your customer-driven growth. Ph.D. student Alicea “Allie” Lieberman from the University of California, San Diego, was a guest on our podcast recently to discuss incentives.

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Consulting Consulting Finance Accountability 435

Lumoa

APRIL 13, 2020

What is voice feedback? With modern technologies available today, such as speech-to-text and artificial intelligence it’s possible to automatically generate insights from calls. In this article, we'll explain what voice feedback is and how to generate customer insights from it.

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Feedback Technology 146

360Connext

APRIL 28, 2020

Trust is a critical part of any relationship. We build relationships when we trust the other party, and when we’ve built enough trust with them. Little moments can build or break down trust quickly. Has this ever happened to you? You make a new friend, enjoy their company, and then the red flags begin appearing: She’s quick to say “I’ll call you tomorrow!

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Journey mapping Finance Surveys Feedback 114

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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

ProProfs Blog

APRIL 17, 2020

Customers always have so many options in the market to choose their desired product or service. But what about the business owners? “Do they get the opportunity to choose as well?”. No, they obviously don’t. If anything, you have a specific target audience who finds your services relevant. Just in case they aren’t satisfied, they can opt for any of your competitors in the market.

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Metrics Customer retention SaaS Surveys 142

Serenova

APRIL 13, 2020

Now that your contact center agents are safely working from home, it’s time to focus on the business of managing and coaching to ensure productivity. Motivating agents and helping them stay productive is possible—and critical—during this crisis and for long-term success once it’s behind us. Keeping agents motivated to do well despite the stress and distractions of new routines, processes, challenges—and life—takes effort.

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Gamification Contact Center Metrics contact center solutions 145

Tethr

APRIL 20, 2020

If you’re a CX professional fearful of losing your job to artificial intelligence, you aren’t alone. It’s a common belief that emerging tech is coming to steal the jobs of humans—particularly those in the CX field. But what if we told you that AI is more of a helpful CX companion than an unwelcome intruder? AI isn’t the enemy. While AI will displace some CX jobs, it’s more likely to change how CX workers do their jobs.

Surveys 110

Surveys Contact Center Education Technology 110

ShepHyken

APRIL 8, 2020

I could have titled this article “Box of Donuts Research,” but you would have no idea what that means. I’ll explain in a moment. There are plenty of ways to get feedback. You can survey customers over the phone, via email, in focus groups and more. You can get objective and subjective feedback. You can use tools such as Net Promoter Score and Customer Effort Score.

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Coaching Feedback Customer effort Surveys 314

Totango

APRIL 24, 2020

In customer retention, every engagement counts. There is no final effort in the days and weeks leading up to an anniversary that can overcome a poor relationship in the months prior. Rather, customer retention for SaaS enterprises is a result of the customer experience. It is an outcome based on an emotional reaction and connection to the performance of a supplier and the value a customer experiences through using that enterprise’s product.

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Best practices Customer retention SaaS Enterprise 83

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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

Beyond Philosophy

APRIL 23, 2020

We have a mirror that has been resting against the wall in our garage for the last five years. I want to give it away, but my wife Lorraine keeps saying, “No, we’ll sell that. It’s a nice mirror.”. It is a lovely mirror. But we aren’t going to get that much for it. Still, there it sits. Lorraine is demonstrating how the Endowment Effect works.

Journey mapping 449

Journey mapping Consulting Consulting Marketing 449

Fonolo

APRIL 27, 2020

Now, more than ever, your call center agents need your support. According to remote work strategist Laurel Farrer , it typically takes six to 12 weeks for a smooth transition from on-site to remote work — that’s under normal circumstances. But the pandemic has forced a transition to remote working virtually overnight. And for many customer support departments, that has been whilst under a relentless onslaught of customer inquiries.

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Call Center Morale Contact Center Gamification 112

Nicereply

APRIL 3, 2020

Tough conversations are a part of life and in business, it’s no different. But tough customer conversations can be just that – tough. In customer service, you’re bound to come across a difficult situation or two. People have bad days, get confused, and things go wrong. Angry, difficult and dissatisfied customers aren’t necessarily a reflection on how well your business is run (because people are, well, people).

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Morale Customer Support Customer retention Personalization 101

Totango

APRIL 28, 2020

Change is one of the few constants in life, especially in business. Enterprises that are able to adapt to change will be able to withstand not only the small fluctuations of everyday operations, but also sudden major disruptions. A global pandemic is but one possibility here; natural disasters and other crises may pull the rug out from under your organization’s feet at any time.

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Customer retention Enterprise Accountability Technology 112

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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

ShepHyken

APRIL 15, 2020

The other day I was talking to my friend and fellow customer experience (CX) expert, Dan Gingiss. He shared how he’s seen businesses take something that is either really boring or very serious—or both—and make them entertaining. He gave a great example. In a legal agreement—like the agreements we accept online when we sign up for Spotify or Netflix—there is usually a lot of “fine print.

Entertainment 368

Entertainment Customer Experience Customer Service Employee engagement 368

Myra Golden Media

APRIL 23, 2020

It’s not unlike having your firstborn away at college. Your child is in the dorm and on her own. For eighteen years, you’ve prepared her for adulthood. But you worry. Is she making friends? Will she be safe at parties and with alcohol? Can she juggle classwork with fun? Is she eating healthy? Your employees are on their own at home. If a remote employee’s next phone call is from an angry, irate customer, can they handle it?

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Customer Service Upselling Personalization Customer Support 303

Beyond Philosophy

APRIL 30, 2020

We here at Beyond Philosophy want to start by saying we hope you and your family are safe. These times are unprecedented, and no one is sure what to expect. We feel it, and we know you are feeling it, too. We are, as they say, in this together. We discussed how these times affect our behavior on a recent podcast , and not just as customers. Some of the human behavior in this crisis is wonderfully uplifting and inspiring, and some of it is jaw-droppingly bad.

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Consulting Consulting Healthcare Advertising 404

Contact Center Pipeline

APRIL 24, 2020

As the COVID-19 pandemic takes hold, we’re all being impacted in various ways, many of them pretty dramatic. Everyone is feeling more than a little fear and anxiety about the future. If you’re a business leader, lots of people are looking to you for guidance—and you have a responsibility to help those around you cope […].

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Contact Center Call Center 315

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

APRIL 20, 2020

Business Process Outsourcing has come quite a long way in the last few years, allowing companies to achieve unheard of levels of sophistication in their market offerings without adding the strain of a vast assortment of new disciplines onto their internal teams. In this article, we discuss BPO as a flexible tool for businesses to use and many helpful tips for doing so.

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Business Process Outsourcing outsourcing Call Center Engineering 286

Steve DiGioia

APRIL 27, 2020

…why some plans fail and 4 methods for continuous improvement. You’ll Never Improve if You’re Married to Your Ideas. Throughout my hospitality career, I’ve heard countless managers say, “ That’ll be ok, it will work ” or “ Let’s do it this way, try it. What do you have to lose? ”. Or my favorite one… “ I know what I’m talking about, trust me ”. But when I question their plan or point out ways the plan may not work out as intended, I’m asked why I’m being so “negative”.

Journey mapping 227

Journey mapping Feedback Personalization Management 227

ShepHyken

APRIL 22, 2020

“Detail is no detail.”. I’m not sure where I heard this first. I even did a Google search and couldn’t find it. Maybe I made it up. If I did, this is what I meant by it: details are important. They must be purposeful. Some of the “little things” that seemingly don’t matter can actually be very important. An example of this comes right out of my recently released book, the updated and revised version of The Cult of the Customer.

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Management Coaching Customer Service Customer Experience 339

Myra Golden Media

APRIL 13, 2020

We’ve suspended our onsite workshops, but if you have a LinkedIn Learning subscription, you can take Myra’s most popular customer service classes online. Head on over to LinkedIn Learning and start training with Myra now!

Customer Service 240

Customer Service Customer Experience 240

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Beyond Philosophy

APRIL 2, 2020

Apple has an excellent experience. We could all learn a lot from how they approach business as usual to facilitate customer-driven growth. Why do I like Apple’s experience? Before I answer, I should have my guitar. I am just kidding. No one wants that. What we do want is to know how to facilitate customer-driven growth. Apple is an excellent example of how to do this.

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Customer centricity Customer emotions Consulting Consulting 398

Contact Center Pipeline

APRIL 9, 2020

As a kid, I enjoyed leafing through my dad’s copies of Popular Mechanics. One of my favorite columns was entitled, “Things I Wish Someone Would Invent.” This always included some outlandish ideas, but occasionally readers suggested simple ideas that solved real problems. Any of you who have watched “Shark Tank” probably also have been taken […].

Customer effort 304

Customer effort Self service Contact Center Call Center 304

Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. Companies that have effective strategies for handling these situations and skilled customer service agents capable of diffusing tension-filled interactions can turn difficult customer interactions into opportunities to exceed expectations, influence the customer’s perception of their business, and improve the customer experience to boost

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Customer Service Scripts Construction Feedback 273

Steve DiGioia

APRIL 13, 2020

I never understood how some people keep a pot-bellied pig in their house as a pet. What’s wrong with a cat or dog? Or maybe some pretty fish, a hamster, or even a darn ferret. But a pig? Don’t get it. I never understood how the geniuses who thought it was ok to stop teaching cursive writing (it was called “script” when I was in school) figured today’s school kids would sign a contract later in life.

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Scripts 191

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

ShepHyken

APRIL 29, 2020

I’m going to switch up my typical customer service and experience content to share a little motivation. My buddy and fellow professional keynote speaker, Joey Coleman , is one smart dude. He made a great observation about the way people are reacting to the COVID-19 pandemic. He noticed that the quarantine and stay-at-home orders are magnifying people’s personality traits.

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Morale Advertising Healthcare Personalization 306

Myra Golden Media

APRIL 20, 2020

I read that the average customer service call lasts 2 minutes longer than it needs to. Often, we don’t know how to get an angry customer to back down, or we struggle to move a customer from venting to a solution. Or we don’t want to be rude when trying to wrap things up with a friendly, talkative customer. The problem with longer calls is the impact it has on customers who are on hold waiting for help.

Customer Service 229

Customer Service Customer Experience 229

ProProfs Blog

APRIL 22, 2020

An interpretation of the “80/20 Rule” given by Italian economist Vilfredo Paret stated that “80% of your company’s sales come from 20% of your customers” This adage is long being used as an incredible tool for business growth. To increase sales and boost revenue, companies have to make efforts to identify the characteristics of the top 20% satisfied customers who will contribute to 80% of your sales.

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Advertising Consulting Consulting Sales 168