Contact Center Pipeline
JUNE 14, 2022
Earlier this year, the Harvard Business Review published 11 trends they believe will shape the workplace in 2022 and beyond. These trends acknowledge a key reality for many employers right now: as the U.S. economy approaches full employment, competition for employees is critical. At the same time, the labor market is in the midst of […].
CCNG
JUNE 29, 2022
On a recent episode of CX Passport, Elaine Lee, Managing Director of ReynoldsBusbyLee and I discussed how it takes a real understanding of a real customer to know how to deliver the right customer experience. A key point for Elaine is how companies are undervaluing the contact center and the rich opportunities that exist there to gain customer insights.
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Callminer
JUNE 27, 2022
AI can play a vital role in the collections strategy. CallMiner’s Rick Britt, VP of AI, explore how at Credit Connects Online Collections Technology Think Tank on 7th July at 11:55am BST.
ShepHyken
JUNE 22, 2022
Not long ago, I wrote about calling your customer or an employee “honey.” It generated dozens of comments. One of our subscribers made a good point.? . He agreed that the lesson is about being “socially correct,” but perhaps we should look beyond the name that is used and instead consider the intent of the person using it. He was saying that the server may have intended to create a warm and friendly atmosphere, and calling a person “honey” was her way of doing it.
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.
Beyond Philosophy
JUNE 18, 2022
Podcast Summary. A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. 5 Rules for Effective Customer Research That Make A Difference. Customer research is an essential part of any organization’s customer strategy.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Upstream Works
JUNE 9, 2022
By: Rob McDougall, CEO, Upstream Works Software. I’ve been reading This I Know: Marketing Lessons from UNDER THE INFLUENCE by Terry O’Reilly, and something he said really stuck with me. When talking about a company’s mission – its reason for being – he said that you need to go back in time to when you first started the company.
CCNG
JUNE 22, 2022
Let’s make 2022 the year of Location Inclusion. What is location inclusion? To me, Location Inclusion means making sure everyone is valued, regardless of where they live and work. It is about creating a foundation where everyone in your organization feels like they belong and is included in activities no matter where they are located. It means creating equal access to information & people, equal access to roles & responsibilities regardless of time zone or zip code.
Callminer
JUNE 1, 2022
Want to know more about AI’s role in conversation intelligence? This blog looks at four eras of AI and the impact they’ve made on customer-centric companies.
ShepHyken
JUNE 29, 2022
If you had to have surgery, would you rather go to the most skilled surgeon or the nicest surgeon? . I was at a party the other night and someone I met shared his opinion of the difference between a good doctor and a great doctor. A good doctor makes you well. A great doctor makes you well and calls you the next day to see how you’re doing. . I thought about that all weekend.
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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.
Beyond Philosophy
JUNE 9, 2022
Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. Attest is a company that does consumer research, and they’ve got several great reports that I’ve been reading. In particular, two stats from their US Food and Beverage Report from July 2021 emphasized to me how essential a topic this was.
Contact Center Pipeline
JUNE 29, 2022
In October 2021 I read that according to the Federal Trade Commission (FTC), cigarette sales were up for the first time in twenty years. My initial thought was that this was due to Work from Home (WFH). When I began to look into it, I found that in addition to increased cigarette sales, so were […].
aircall
JUNE 28, 2022
As we hit the $100 million ARR milestone, co-founders Olivier Pailhes and Jonathan Anguelov share a reflection on the past eight years and what’s to come. We’ve decided to open our books, YES, you read right: We are making Aircall revenue public! . We believe that in these uncertain times, our customers, prospects, and partners deserve transparency.
CCNG
JUNE 15, 2022
It’s important to use your network to get a more complete view of issues, problems and solutions. Experience is generally the key in successfully navigating difficult situations. A wide network of informed, experienced contacts gives you access to new and valuable information. Here are four ways to expand your view: Use your professional network to expand your vision beyond your immediate market and specific industry.
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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
Callminer
JUNE 29, 2022
It's important for contact centers to meet customers where they are and on their preferred channels. Read this blog to learn more about omnichannel contact center solutions.
ShepHyken
JUNE 1, 2022
The word narcissism is seldom used in a positive way. Google narcissism and you find the definition from Oxford Languages is “ an excessive interest in or admiration of oneself and one’s physical appearance. ” In medical terms, the Mayo Clinic says a narcissistic personality disorder is a mental condition in which people have an inflated sense of their own importance, a deep need for excessive attention and admiration, and a lack of empathy for others.
Beyond Philosophy
JUNE 2, 2022
How do you know if someone trusts you? Is it what they share with you? How do they spend their time with you? Is it the language they use when talking about you or what they do when you aren’t around? I would argue it’s all of the above. But, also, these things are true about people’s trust in your life or customers on your sales reports.
Contact Center Pipeline
JUNE 23, 2022
I had a conversation recently with Laura Sikorski, who is an independent consultant and leading contact center industry authority, on the critical topic of analytics. “An example of a lesson learned with analytics is the increased usage of the chat channel—about 20% per year since 2016.” Laura Sikorski Her expertise and work focuses on operations […].
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
TechSee
JUNE 9, 2022
Providing a digital, omnichannel customer experience is a clear imperative. Allowing customers the flexibility to digitally self-serve can dramatically increase customer satisfaction, and lower your operating costs. Gartner reports that self-service costs around $0.10 per contact compared to live channels which cost an average of $8.01 per contact. However, current technology solutions are not meeting demand.
CCNG
JUNE 8, 2022
Many businesses start their fiscal new year on July 1…which is coming up fast! ? ???If this is the case for your contact center, the Hire Dynamics’ Contact Center Advisory Council has created a short list of the newest tools – and trends – it has determined will be of best use for contact center operations in 2022 and beyond. These are broad tools and processes designed to improve customer workflow, experience, and your center’s profitability. ?
Callminer
JUNE 16, 2022
After two years, we were back in person at the end of May for our fourth LISTEN UK user conference! Read this blog to learn more about the 2022 LISTEN Award winners and their achievements.
ShepHyken
JUNE 8, 2022
I don’t know if it’s true, but it doesn’t matter. This is a great story with a great lesson. . Michelangelo was standing on his scaffold as he worked on painting a tiny leaf on the ceiling of the Sistine Chapel. A colleague looked up from far below and shouted, “Why are you so concerned about painting that little leaf? Nobody from this distance will ever know.” .
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.
Beyond Philosophy
JUNE 25, 2022
Breakthrough thinking: Why do we believe things that are not true? There was a car brand several decades ago in the UK called ŠKODA. It was a terrible car, much like Yugo was in the US. However, they have changed their image and today, my son wants to buy one. I told him the jokes we all used to have about ŠKODA and their low-quality construction (What do a ŠKODA and a baby have in common?
Contact Center Pipeline
JUNE 8, 2022
Customer service professionals often make an all too human mistake: they imagine that the person on the other end of the line is someone who’s like them. This type of implicit bias can take many forms, but it’s unlikely that most contact center agents envision a person with a disability when they start a dialog. […].
Outsource Consultants
JUNE 6, 2022
In just a few short years, working remotely has gone from something largely reserved for special situations to an expectation for positions that reasonably allow for it. Before 2020, many employers were wary, citing concerns about eroding camaraderie and dwindling productivity as barriers to a work-from-home policy. However, after taking the remote work model for a mandated test drive, many employers – including outsource call centers – have embraced the idea as a permanent option.
CCNG
JUNE 1, 2022
The impact of COVID is receding in the US, and workers for the first time in years are leaving their jobs in record numbers. In April of 2021 the number of workers who quit their job in a single month broke an all-time U.S. record, and in August according to a report from the Bureau of Labor Statistics released 11/21, another record-breaking 4.3 million Americans across a variety of industries quit their jobs.
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!
Callminer
JUNE 13, 2022
Delivering exceptional customer experience is critical. This blog shares 25 expert quotes, with a wealth of valuable insights from the CX professionals who are driving value for their organizations.
ShepHyken
JUNE 15, 2022
At a recent conference, I enjoyed an interview with a business owner who shared some of his customer service philosophies. His name is Jake, and he is a very smart guy. He taught several lessons that day, but the one that stood out was how he handles angry customers. Specifically, it was a lesson he called Don’t Smell the Milk. . Early in Jake’s career, he worked at a grocery store.
Beyond Philosophy
JUNE 23, 2022
It annoys me when I ask clients what their customers say, and they tell me what they learned in a survey seven years ago! That’s too bloody long to go between customer research projects. The world has changed enormously in the past two years, let alone the past seven. Customer research should be a priority every year. So, today I am covering the 5 Rules for Effective Customer Research That Make a Difference.
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