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There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Despite changes in technology, new contact channels, and omnichannel communication, some call centers are still "partying like it's 1998," using outdated metrics and operating as a cost center.
When I was ten, the teacher wrote on my school report, “Colin is the clown of the class.” To this day, I am still proud of that report card. Humor matters and can provide business benefits. Today we will talk about how to be funny and use humor to your advantage. When we make people laugh, it’s disarming. People are often more willing to listen after someone makes them laugh, making way for us to be more persuasive.
Human-Centered AI. Using AI to Enable and Empower Customer Service Agents. Shep Hyken interviews Deon Nicholas, CEO and Co-Founder of Forethought , a company that builds human-centered AI to transform the customer service experience. He shares how companies can use AI and technology to help customer support agents and customers find the best resolution.
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Every business has its underachievers. But today’s post is not about them. It’s about those precious, and few, overachievers. You know, that one or maybe two, star employees who always seem to find a way to prove their value and serve your customers better than anyone could have expected. A Star Employee Stands Out. The customers know them and want to be served by them.
If you Google prison-staffed call centers, the coverage isn’t good and rightly so. Companies have misused prison labor in the contact center for little more than their own greed. As a result, there is a black cloud that hangs over such contact centers today. The sheer mention of it is automatically associated with American slavery […].
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If you Google prison-staffed call centers, the coverage isn’t good and rightly so. Companies have misused prison labor in the contact center for little more than their own greed. As a result, there is a black cloud that hangs over such contact centers today. The sheer mention of it is automatically associated with American slavery […].
Recently my financial institution requested that I complete a document, sign it, and return it to them via Fax. I laughed out loud when I read their request. Fax? Who uses faxes anymore? I sent it to them in a PDF file via email which satisfied their request. Some organizations are slow to change. I’m finding the same is true when it comes to how some organizations recruit prospective employees.
The Future of Brick and Mortar. One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too. Here’s what Bjorn had to say: Hello, Ryan and Colin, and thanks for a great show.
I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. . This was my big takeaway as I listened to supermodel, talk show host, producer, writer, actress, and entrepreneur Tyra Banks share her life story at CCW (Contact Center Week), the industry’s largest conference and trade show of its kind.
Read this blog to learn more about CallMiner CTO, Jeff Gallino's recent appearance on Bloomberg Radio’s Money Minute to talk customer service trends with Gina Cervetti.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Scheduling is vital to any call center leader’s job – down to the last break. We all know the ramifications: if you’re short an agent at peak time, your customers will feel the brunt of long waiting times. If you are looking to improve call center agent productivity and optimize your contact center operations , you must learn how to calculate call center schedule adherence.
If there is one thing we’ve learned in the past two years during the COVID-19 pandemic, it is the almost continuous need to rethink and adjust business strategies and tactics in order to adapt to the new normal. Yet despite the devastating disruption from the pandemic, there have been some positive impacts on the overall […].
What data are you using and where is it coming from? Depending on its source, time, and ?environment, data changes in value as it reckons with the moment in time it’s used. Email, social media, news, voice, podcasts, and direct interactions provide a wealth of insight, but must be considered from varied perspectives and intents of origin. With such varied vernacular, each medium and situation will have unique challenges that arise when testing the accuracy of the data they produce.
We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here. Usually, we have one pickle per podcast. However, today’s podcast has two pickles per podcast.
Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
This week we feature an article by Michael Becker, founder of Abundance Accelerators , a growth agency for coaches. He shares how organizations can gain loyal customers by providing an experience that exceeds expectations. The stakes have effectively been raised, and they’ll continue to go up for product brands, service providers, and client-based companies alike. .
We asked a group of industry leaders, “What's the best way to increase customer lifetime value?” Read this blog to learn their insights and best practices.
Customer satisfaction is a potent metric that directly influences the profitability of an organization. With rapid technological advances in the past decade or so, it’s even more important to elevate customer focus in the following ways: Making your organization accessible to your customers across multiple modalities, including voice, text, social media, and more.
Across the United States, workers are voluntarily leaving their jobs in record numbers. The Great Resignation—a trend being driven by an economic and psychological shift as employers struggle to tempt unhappy staff to return to work, coupled with the impact of retiring Baby Boomers—saw more than 4.3 million people quit their jobs in December 2021 […].
Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
Connectivity continues to shrink our world, and in the process transform businesses and industries. The potential benefit from collaborative problem solving, distributed innovation, and cross industry learning is more compelling than ever. ?We know that peer-to-peer discussion and sharing can often provide a more effective and less expensive way to improve performance and reduce risks.
We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here. Artificial Intelligence (AI) is an incredible technology with potential to shape the future of humanity.
The Gig CX. Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. She shares how brands can leverage brand advocacy and the knowledge of actual product users (customers) to improve customer experience.
Workforce challenges are accelerating, and leaders must be prepared. According to Gartner, “Executives today face a volatile business environment, sustained talent shortages, rapid technological advancements and intense change fatigue in the workforce.” 1 In 9 Future of Work Trends for 2025, Gartner reveals nine critical workforce trends that will define 2025 – from AI’s impact on productivity to evolving leadership roles and talent shortages.
In 2021, retail sales enjoyed an unparalleled growth rate of 14 percent , nearly 5 times the rate seen pre-pandemic. It appears, however, that this consumer spending surge may be leveling off, as industry experts forecast only a 6 to 8 percent increase in 2022. In addition to battling inflation, retailers are seeing temporarily injured competitors – like travel and hospitality – return to full strength in a fight for consumer dollars.
The COVID-19 pandemic has prompted many enterprises to re-think digital transformation and their approach to customer service. The customer journey shifted abruptly from a combination of in-person and digital to a digital-first (and often digital-only) path, increasing the load on digital infrastructures and suddenly remote workforce. The race was on for organizations to either create […].
The COVID-19 pandemic unleashed an overwhelming burden on hospital systems and medical professionals. Tragically, many suicidal deaths among healthcare professionals have been tied to the stress of working through the pandemic. The urgent need to support the healthcare workforce and respond to what has become an exhaustion crisis was addressed in a 2022 Advisory by U.S.
We hope you enjoy today’s show. If you do, could you vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here. There is a compelling and interesting Sci-Fi show on Netflix called “ The OA.” But I don’t recommend watching it.
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.
Online reviews can work in two ways. For a company that provides a great customer experience, reviews can add credibility and bring in more business. But for companies that don’t provide an acceptable experience, online reviews can become the bane of their existence. And the world gets to watch how they handle the problems. . But what if you don’t have the type of business that gets Yelp or Google reviews?
Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? Renewals and upsells are effective ways to expand customer revenue for any recurring revenue business model but they are especially important during periods of economic uncertainty when new acquisition growth slows down or stops altogether. .
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