Beyond Philosophy
JUNE 22, 2017
It is critical to consider the “anatomy” of an interaction in a Customer Experience. The sheer number of things that occur in an interaction at the same time can seem astonishing. Understanding what happens when your team interacts with a customer and why it is an essential element to taking your Customer Experience to the next level. The Anatomy of a Customer Interaction can make or break your Customer Experience.
ShepHyken
JUNE 21, 2017
My buddy went to dinner with his wife to celebrate their anniversary. The server overheard them talking about how many years they had been married and was flattered they chose to spend their special night at the restaurant. So, he brought them over complimentary champagne. They were surprised and most appreciative. That is, until the bill came. As my friend looked over the bill he noticed there were two complimentary glasses of champagne on the bill had a charge of two dollars per glass.
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Contact Center Pipeline
JUNE 8, 2017
The future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately. The publicity has been a bit unsettling, though, given the tendency to couple the acronym AI with the word “replace”—as in “AI Will Replace Half of All Jobs in the Next Decade” or “Could […].
CX Global Media
JUNE 13, 2017
It’s simple. Your agents need help with a customer, all they have to do is raise their hand. But how dumb is that in today’s omnichannel and remote agent world? Okay, just raise a flag then. That’s not much smarter. How dumb is it for your supervisors to support agents? Click to Tweet. One of my favorite projects that I worked on during my years in contact center operations was leading the development and design of a mobile help desk.
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.
Callminer
JUNE 28, 2017
Definition of Average Handle Time Average handle time, or AHT, is an important call center metric. In the simplest terms, AHT is the average time it takes to handle a call or transaction from start to finish – from call initiation, to hold time, to talk time, and all the way through to any related […]. The post What is Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT appeared first on CallMiner.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JUNE 28, 2017
Back in April 1985, the Coca-Cola Company introduced a product that became one of the biggest flops in modern history. “New Coke” had a sweeter taste that was so widely reviled that Coke brought back its old formula less than three months later. Coke says now that it learned a valuable lesson –their research and development didn’t anticipate their customer’s deep emotional attachment to the brand and the taste of the original.
ShepHyken
JUNE 7, 2017
Every week, I’m asked, “What is changing in customer service?” The expected answer is that I’ll talk about all the new ways customer service and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video. There’s social media customer service with multiple channels like Facebook and Twitter.
Contact Center Pipeline
JUNE 15, 2017
eGain’s SVP Worldwide Marketing Anand Subramaniam believes that delivering a consistent content experience is key to driving value for both customers and agents. According to a recent survey of 500 contact center agents by the customer engagement solutions provider, agents reported the top two obstacles to providing excellent customer service were finding the right answer […].
CX Global Media
JUNE 15, 2017
Last year, roughly 1 in 8 Americans used GetHuman. GetHuman started back on 2006 when, founder of several software companies, Paul English became enraged when he was locked in Verizon’s IVR jail. Now GetHuman tries to create a better customer journey and take care of customer service problems for people. Avoid IVR Jail and Release the Customer Journey Click to Tweet.
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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.
Callminer
JUNE 21, 2017
The surveys say they want to know about our experiences as a customer, but do they really want to know? Or, is this just PR spin?
Myra Golden Media
JUNE 13, 2017
Yesterday I delivered a full-day of soft skills training to a new client in Denver. We had such a fun day. Lots of participation, solid take-aways, table discussions that I know were behavior changing. I love the feeling I get after a day of soft skills training. Have you ever checked out my onsite training workshops? • Workshop attendees have said, “ Myra’s positive attitude really makes me feel that one person can completely change another’s state of being ” and “ Each one of us walked away wi
Beyond Philosophy
JUNE 12, 2017
When we’re in the UK, I complain about the chilly, dreary weather. And when we’re at our home in Florida, my wife Lorraine complains about the dreadful heat. Our complaining is all in good fun – we actually enjoy both locales. But as this article explains, complaining can become a nasty habit that makes our lives seem worse than they really are. Complaining can also affect your business.
ShepHyken
JUNE 9, 2017
This week we feature an article by Josh Brown about the importance of cultivating long-term relationships with relational customers who want to get more out of their experience with your company. – Shep Hyken. Recently, Shep Hyken sat down with Lifesize’s Chief Customer Success and Happiness Officer, Amy Downs, and discussed the importance of becoming absolutely obsessed with enhancing your customer’s experience.
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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.
Contact Center Pipeline
JUNE 22, 2017
Training and coaching are two different approaches, but people often use the words interchangeably—and even worse, they use the tactics interchangeably. Let’s clarify our terms. To train means to provide the learner with the tools he or she needs to function. To coach is to help the learner use those tools to achieve maximum effectiveness. […].
CX Global Media
JUNE 12, 2017
Evolving customer expectations present an enormous opportunity for organizations to differentiate service, but at what cost? Economic unpredictability and raising customer demands have put a strain on contact centers everywhere. But are you part of the problem? Are you raising customer expectations too high? Are you the cause for the bar being raised higher?
Callminer
JUNE 20, 2017
As customer expectations are constantly increasing in terms of call center performance, so must the training methods evolve.
Steve DiGioia
JUNE 12, 2017
This original article was written by Steve DiGioia. While walking into my local Bed Bath & Beyond store last week I was preoccupied with the thoughts of an upcoming major event; my daughter going away to college. A milestone, a traumatic event, a “relief”…. We had just completed all the college applications, financial aid packages, decisions on which school to choose, and dorm type.
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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
Beyond Philosophy
JUNE 15, 2017
A couple of years ago, Millennials surpassed Generation X for workers in the U.S. and Canadian workforce. They are also the least engaged at their jobs and the most likely to job-hop. Unfortunately, none of this is good news for your Customer Experience. A much-maligned generation, Millennials have been the subject of many viral work videos. Like this one: This rant from millennial journalist Alex Bloomer about her generation struck a chord with people last year: Sure, the videos are worth a lau
ShepHyken
JUNE 28, 2017
It was a major meeting for my friends at Volkswagen Australia. This was their Customer Experience Summit, and the theme for the meeting was “Think Small: Big Differences Come from SMALL Details.”. Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service.
Contact Center Pipeline
JUNE 28, 2017
Contact center days are jam-packed with activity. It’s easy to lose sight of the thread that should tether contact center performance metrics to what matters most to customers. Doing so can leave the contact center and its agents disconnected from their own customers. Use the easy template below to make sure the path between what […].
CX Global Media
JUNE 5, 2017
You know those times when something is right in front of you, yet you fail to realize it? You ask yourself why you didn’t think of that sooner. If you stop and think about contact center agent burnout and turnover problems, why have you not considered musculoskeletal disorders (MSDs)? Of course, you did. It’s obvious, right? Ahem…it should be. Have you considered MSD as a contact center agent burnout cause?
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.
Callminer
JUNE 19, 2017
To help you decide which blogs deserve your time, we have compiled a list of the 50 best debt collection blogs online!
Call Center Weekly
JUNE 19, 2017
By: Sean Hawkins When agents in your center provide great service, how do you reward them? Below are a few methods I've relied on that go over extremely well. If your department is working with a limited budget, these are great ways to reward top performers with minimal impact to your bottom line. The Quality Assurance Award - If you measure agent quality, you're going have a top performer.
Beyond Philosophy
JUNE 5, 2017
One of the annoying things about business travel is that you tend to need things in your hotel room at the worst time. More shampoo when you’re still in your pajamas. A mending kit to repair a button in time for your dinner meeting. The hotel staff, while generally helpful and accommodating, has other things to do. So you wait. It’s not the best customer experience, but if you travel often, you learn to live with it.
ShepHyken
JUNE 14, 2017
We must always be honest with our customers. Even if it is something the customer doesn’t want to hear. Many of you will be able to relate to this. My wife holds up two pairs of shoes and asks me, “Which pair of shoes do you like better?” I know I’m in trouble. Is she really interested in my opinion? Or is it a trick question? In her mind she already knows the answer.
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!
Contact Center Pipeline
JUNE 7, 2017
Our people are our most valuable asset.” “Butts in seats.” It is hard to imagine two more diametrically opposed phrases. Spend time in a contact center and you will likely hear one or the other, and it is not unusual to hear both (a thoroughly mind-blowing moment of bewilderment for the listener). In written form, […].
CX Global Media
JUNE 22, 2017
Travel the world over and you’ll find that contact centers have some similar trials and tribulations attempting to deliver great customer service. So, you can bet that these little tips are certain to make your contact center rich with great customer experiences. These Two Little Tips are Making Contact Centers Rich Click to Tweet. Leader Rant. As I say, “We all have issues.”.
Callminer
JUNE 13, 2017
The simplest way to improve your interaction analytics is through specialized interaction analytics software, which analyzes data on your behalf.
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