Callminer

NOVEMBER 18, 2020

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers. Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Contact Center Pipeline

NOVEMBER 24, 2020

I’ve been on my soapbox for years touting the importance of aligning the business strategy, the contact center operations strategy, and the contact center technology strategy. Strategies are aligned when: You can map the relationship between business and contact center goals. The center is equipped with (or pursuing) technology that enables both. Operational practices and […].

Contact Center 179

Contact Center Technology Metrics Call Center 179

Beyond Philosophy

NOVEMBER 12, 2020

Digital experiences are a crucial part of your Customer Experience , especially during the pandemic. Some organizations are excelling, while others could use some work. No matter where you fall on that spectrum, we have some essential considerations for designing your digital experience in the form of 5 rules. On a recent podcast about these 5 rules, I shared a recent digital experience that was definitely on the “could use some work” side of the spectrum.

Chatbots 405

Chatbots Consulting Consulting Government 405

ShepHyken

NOVEMBER 11, 2020

We’ve all heard the old adage: “It’s better to give than to receive.” That’s what customer service people do. They give and give and give. They help solve problems and resolve complaints. What they get in return—hopefully—is a nice thank you, which, when you think about it, is fairly insignificant , though appreciated, for the work they do. Yes, they are paid for the job they do, but the people who are amazing at this role aren’t doing it just for the money.

Customer Service 410

Customer Service 410

Advertisement

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

Myra Golden Media

NOVEMBER 20, 2020

If a customer gives you pushback, argues, or asks for a supervisor, one of the three things is going on: The customer doesn’t trust you The customer fears something The customer sees you as a threat to getting what they want. Watch my video to get two powerful techniques you can use to preempt an escalation when you get pushback. Was this helpful?

Customer Experience 317

Customer Experience 317

Callminer

NOVEMBER 9, 2020

Call center fraud is no laughing matter. Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019 ), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever. Organizations need to be prepared to effectively combat call center fraud. Scammers are armed with advanced technology and access to private user data obtained through illicit channels.

Call Center 345

Call Center Banking Contact Center Accountability 345

Contact Center Pipeline

NOVEMBER 18, 2020

I’m no stranger to remote work. I’ve been onboarded remotely and have onboarded remote employees before. But I have to say I’ve never been a part of onboarding someone fully remote—with my onboarding partners-in-crime also being remote—in the midst of a pandemic. As we are adapting our processes and strategy at LaunchDarkly, it’s moments like […].

Contact Center 255

Contact Center Call Center 255

Beyond Philosophy

NOVEMBER 27, 2020

An organization’s digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital experience. Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it would be. On a recent podcast, we had our lead on digital transformation Zhecho Dobrev, Principal Consultant for Beyond Philosophy, tell us why that might be.

Consulting 376

Consulting Consulting Customer Experience Call Center 376

ShepHyken

NOVEMBER 27, 2020

This week we feature an article from Chelsea Lamb , co-founder and head tech writer at Business Pop. She provides multiple strategies to improve the customer experience in order to gain and retain repeat customers. It’s been said that customer service is dead. Unfortunately, for many businesses, this is true. We live in such an instant gratification world that customers will often simply seek the next best thing if they don’t get the desired outcome to start.

Customer Experience 398

Customer Experience Wait times Surveys Feedback 398

Advertisement

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

Myra Golden Media

NOVEMBER 11, 2020

Twice in the last week, Contact Center Agents have reached out to me for help on reducing Average Handle Time (AHT). I’m listening, and I have an answer. I say “an answer” because I’ll be sharing more solutions in the coming weeks. You can move customers out of venting, rambling, and storytelling using Reframing Statements. Reframing Statements shift conversations with challenging customers from focusing on the problem to what you can do about it.

Average Handle Time 314

Average Handle Time Contact Center Customer Experience 314

GetFeedback

NOVEMBER 11, 2020

Interview with Matthew Phillip, Marketing Automation Manager at Mylo, a Lockton company, the insurtech leader revolutionizing insurance shopping, about his career in the customer experience space.

Marketing 179

Marketing Customer Experience Management 179

Callminer

NOVEMBER 24, 2020

Read this article to learn how organizations can achieve and maintain legal compliance with a remote workforce.

345

345

Contact Center Pipeline

NOVEMBER 11, 2020

These are difficult times, and our anxious customers need us more than ever. Some of them need help with a simple task, like: “How do I add a new driver to my auto insurance policy?” Others need help solving a problem: “Why was I charged twice for inflight WiFi?” All of them need our empathy. […].

Coaching 194

Coaching Contact Center Call Center Customer Service 194

Advertisement

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

NOVEMBER 14, 2020

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? This episode of The Intuitive Customer, for starters. Recorded in celebration of the recent CX day, Colin joins fellow experience experts and champions Lewis Carbone and Joe Pine to talk all things Customer Experience.

Customer Experience 370

Customer Experience Consulting Consulting Customer centricity 370

ShepHyken

NOVEMBER 25, 2020

As we approach Thanksgiving, I can’t stop thinking about turkey and stuffing—and all the different ways to prepare them. Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” So, I’ve listed some of the essential ingredients. I’m sure you’ll have a few more to add to this list.

Customer Service 376

Customer Service Customer Experience Management 376

Myra Golden Media

NOVEMBER 24, 2020

I created a worksheet to help you practice the Feel, Felt, Found Method so you can apply it in your specific situations. Grab the worksheet here. I was working with a client that sells food products. A frequent question they get from customers is, “What ingredients are in this yogurt?” for example. When a customer asks for ingredients, it’s usually because they or one of their children has a food allergy, and they’re trying to make sure the product is safe for them.

Customer Experience 282

Customer Experience 282

Call Design

NOVEMBER 17, 2020

If you want to facilitate an environment for your contact centre agents to succeed, you need to start coaching. Coaching is a great way to encourage, enable, and empower your agents to not only want to be better at their jobs but perform better. Coaching is also a great opportunity for your agents to learn new skills, get feedback on the work they are doing, and resolve the problems they might be having with calls.

Coaching 173

Coaching Best practices Feedback Consulting 173

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

NOVEMBER 17, 2020

Here are the top mistakes made by call center agents that frustrate customers and impact customer experience.

Contact Center 345

Contact Center Call Center Customer Experience 345

Contact Center Pipeline

NOVEMBER 23, 2020

Already experiencing pandemic change, contact centers can expect even more in 2021, at a more rapid pace. Call and ticket volumes continue to rise, and the remote workforce will remain, at least partially, distributed as the new norm. As CX organizations continue adapting, some are still second-guessing critical technology decisions, which can cause additional friction […].

Contact Center 162

Contact Center Technology Chatbots Call Center 162

Beyond Philosophy

NOVEMBER 19, 2020

From time to time, I participate in speaking engagements and, in the time of COVID-19, virtual speaking engagements. I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that I would love to share with you, and discussed on my most recent podcast , regarding where we are now with Customer Experience and, perhaps more importantly, where we are heading.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334

ShepHyken

NOVEMBER 20, 2020

This week we feature an article from Pawel Lawrowski, Head of Growth at Tidio. He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Poor customer service costs businesses over $75 billion a year in lost profits. It can turn into hundreds of negative reviews and bad word of mouth, which spreads quicker than a wildfire.

Customer Service 371

Customer Service Chatbots Education Feedback 371

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Win the Customer

NOVEMBER 30, 2020

Being an exceptional customer service representative comes with specific requirements. One of them is understanding the effect of using service phrases. Your goal as a customer service employee is to hear problems and bring solutions. As long as you know how to solve the issues arising, you’re successful. However, communicating well 24/7 can be difficult.

Customer Service 170

Customer Service Personalization Customer Care Call Center 170

Fonolo

NOVEMBER 26, 2020

When hiring new talent, it’s easy to get caught up in qualifications and work experience. However, customer service professionals need more than smarts to be successful — especially when working in a contact center. Empathy is one of the hottest topics in the industry right now, with the pandemic revealing how important genuine human connections are.

Contact Center 167

Contact Center Call Center Chatbots Customer Support 167

Callminer

NOVEMBER 16, 2020

Managing call centers today involves much more than scheduling agents to staff the phone lines.

Call Center 341

Call Center Management 341

Contact Center Pipeline

NOVEMBER 17, 2020

Now that call centers have transitioned to working from home, many managers and supervisors are finding coaching remotely to have its challenges. Managers often go into “survival mode” and put coaching on the back burner, or worse, turn to “command-and-control mode” in an effort to maintain business as usual. However, one of the things that […].

Coaching 162

Coaching Contact Center Call Center Management 162

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

NOVEMBER 5, 2020

The last time you looked up product reviews, which ones did you notice first, 5-star, or 1-star? Also, how many 5-star reviews does it take to offset a 1-star review? Probably more than one. Today, I’m talking about why that is, and it comes down to two words that describe our instinctive behavior: Negativity Bias. We discussed Negativity Bias on a recent podcast.

Consulting 324

Consulting Consulting Advertising Best practices 324

ShepHyken

NOVEMBER 4, 2020

This is a crazy idea, but hear me out. When I was a kid, we had home-cooked meals almost every night. I thought my mom was the greatest cook in the world. She could make the best chicken. As a matter of fact, she made chicken almost every night. It turns out she could follow a recipe and had bought a book that had 365 chicken recipes—one for each day of the year.

Customer Service 371

Customer Service Personalization Management Customer Experience 371

ProProfs Blog

NOVEMBER 20, 2020

Did you know that engaged employees are 44% more productive as compared to just satisfied workers! Engaged employees are your best assets to grow your business. Their efforts are aligned to the business goals. They act as role models to other employees by setting a standard benchmark. But, how to measure employee engagement to ensure maximum productivity?

Employee engagement 158

Employee engagement Surveys Brand ambassadors Morale 158