Beyond Philosophy

OCTOBER 9, 2017

Theory is one thing. Implementation is another. Ideas are useless if you can’t apply them. The idea I often share is that customer emotions influence over half of your Customer Experience. However, just knowing customers are emotional doesn’t help your business….unless you know how to use this information to improve your business outcome. How your customers feel about your experience is the most significant factor to your Customer Experience success.

Customer emotions 364

Customer emotions Consulting Consulting Customer Experience 364

ShepHyken

OCTOBER 18, 2017

Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It should be embraced by every employee, regardless of their job and how long they’ve been there. With that said, the focus on this topic is on what many consider to be the customer service and support department – the people who have contact and interaction with the customer.

Customer Service 426

Customer Service Metrics Customer Support Customer Experience 426

Contact Center Pipeline

OCTOBER 4, 2017

It might be time for some of us in the customer service industry to start dusting off our resumes. There’s new, tough competition for customer service jobs and they’re on 24/7/365. They never take a break, never go on vacation, they don’t even require benefits. They’re not just after customer service jobs either, look out […].

Customer Service 217

Customer Service contact center solutions Chatbots Contact Center 217

Callminer

OCTOBER 18, 2017

Purchasing speech analytics software is a major investment for both enterprises and SMBs alike. Like all major technology investments, purchasing speech analytics software comes with a bit of pre-planning and analysis. You need to determine how your company can best leverage this technology to ensure compliance, enhance customer service, support agents and reps, and get […].

Analytics 215

Analytics Call Center Technology Enterprise 215

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.

Sales

Call Center Weekly

OCTOBER 25, 2017

What are your thoughts on customer experience at the executive level? Today, the customer journey is more intricate than ever, moving across multiple devices and platforms as products are researched, compared, price matched, and purchased. With every step, customer expectations are seamless, and if a brand can’t deliver, customers go elsewhere. C-Suite executives must ‘Mind the Gap’ between shifting customer expectations and leadership roles.

Morale 192

Morale Consulting Consulting Customer Care 192

Beyond Philosophy

OCTOBER 5, 2017

The emotional side of the Customer Experience (CX) is often ignored, which is a big mistake in today’s competitive business environment. Since emotion influences more than half the typical CX, deliberate structuring of your emotional CX is essential. When you cultivate customers’ positive emotions, it improves your CX outcomes and serves as an enormous competitive differentiator.

Journey mapping 357

Journey mapping Banking Customer emotions Customer centricity 357

ShepHyken

OCTOBER 31, 2017

Josh Liebman Encourages Running Toward Complaints, Not Away From Them. When it comes to receiving complaints, there are many people who would view this as a negative occurrence. However, Josh Liebman encourages companies to seek out complaints, saying that there are likely many other people who feel the same way, but will never say anything. Without complaints, you never know what needs improving.

Entertainment 283

Entertainment Construction Consulting Consulting 283

Contact Center Pipeline

OCTOBER 25, 2017

I love movies. So, I was thrilled to win movie tickets as part of a contact center sales campaign back when I was an agent. However, the coworker sitting next to me hated movies and was not motivated at all by this contest. Everyone is different. What motivates one person may demotivate another. I am […].

Contact Center 422

Contact Center Sales Personalization Morale 422

Callminer

OCTOBER 23, 2017

As companies strive to deliver exceptional customer experiences, they appreciate getting feedback – and its related insights – directly from the customers themselves.

Best practices 182

Best practices Feedback Customer Experience 182

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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

Call Center Weekly

OCTOBER 13, 2017

By Sean Hawkins This is an exciting time to be in the contact center! Each day brings new challenges to overcome, new technology to learn, and new innovations to set you apart from your competitor. The call center of old, is vastly different than today's contact center. These changes provide opportunity for staff to learn new skills, grow, and advance.

Contact Center 100

Contact Center Education Call Center Government 100

CX Global Media

OCTOBER 16, 2017

There’s five common reasons as to why your chatbots fail to live up to promises. If your chatbots are not living up to promises, don’t give up. It’s time to get smart. Chatbot is the most complex area of Artificial Intelligence (AI). It is also the area where solutions may vastly differ from one to the next. You might have heard of a chatbot not living up to expectations or you’ve experienced it yourself.

Chatbots 166

Chatbots Construction Customer effort Coaching 166

Beyond Philosophy

OCTOBER 18, 2017

Why do we design rational Customer Experiences when people are irrational? Rational experience designs are born of the notion that we are logical beings. However, emotions, not logic, drive our behavior, particularly as customers. Nevertheless, moments in an experience betray the fact that many organizations ignore the role emotions play in Customer Experience outcomes.

Consulting 340

Consulting Consulting Customer emotions Customer Experience 340

ShepHyken

OCTOBER 11, 2017

The other night I was on a Southwest Airlines flight, traveling home from a speaking engagement. While waiting to board, I noticed a sign advertising Southwest’s concept they call “ trans fare ncy.”. The sign read as follows: Trans fare ncy [Trans-fair-uhn-see] n. Philosophy created by Southwest Airlines in which Customers are treated honestly and fairly, and low fares actually stay low – no unexpected bag fees, change fees, or hidden fees.

Airlines 420

Airlines Advertising Customer Experience Customer Service 420

Advertisement

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

Customer Service

Contact Center Pipeline

OCTOBER 26, 2017

OK, let’s set the ground rules. We are interested in defining contact center technology that is worth following today. That doesn’t mean we want things that customers expect you to have today (hello, text chat), nor are we going to comment on applications that you should have installed yesterday (yes, screen pops are a safe […].

Technology 368

Technology Contact Center Call Center 368

Callminer

OCTOBER 11, 2017

A Definition of Cloud Call Centers Hosted in the cloud by a business server, a cloud call center is the hub of an enterprise that handles all customer communications.

Call Center 182

Call Center Enterprise 182

Steve DiGioia

OCTOBER 2, 2017

I thought I was hearing things. This original article was written by Steve DiGioia. Deep inside my sleep-induced stupor I heard a faint “ding” every once and awhile, then the murmur of a man. A slight heave left or right and the clang of metal finally woke me. Then the ding came again. This time I opened my eyes. Nothing was unusual, just a few people walking down the aisle of the Amtrak train I was on during a recent trip to Boston.

Customer Service 153

Customer Service 153

Call Center Weekly

OCTOBER 18, 2017

What are some forecasting best practices that you utilize? Here's a quick tip for each area of forecasting. And yes, make sure you include all four! Volume: Clean anomalies. This includes high abandons (look at redials). Remember too, if you are going to be understaffed, you will abandon again - forecast the inverse! AHT: Include glide path impact for new hires.

Best practices 149

Best practices Contact Center Service level Accountability 149

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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.

Customer Experience

Beyond Philosophy

OCTOBER 2, 2017

It was a slow summer at movie theaters and Hollywood is blaming an unlikely culprit: the online review site Rotten Tomatoes! The New York Times reports that studio executives aren’t fans of the way the website aggregates reviews from critics and audience members. If you aren’t familiar with Rotten Tomatoes, it assigns movies a percentage score based on the relative number of positive and negative reviews.

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

ShepHyken

OCTOBER 25, 2017

I was out to lunch with a colleague at one of our local St. Louis restaurants. Rico was our waiter and was taking great care of us. First came the bread and butter. He then took our drink order. He came back with our drinks and asked if we were ready to order lunch. We were. My friend ordered a Caesar salad with chicken. Rico asked my friend if he wanted the croutons left off the salad.

Customer Service 391

Customer Service Customer Care Customer Experience 391

Contact Center Pipeline

OCTOBER 12, 2017

I always find it interesting to talk with leaders of customer-centric companies about the strategies and practices that contribute to their success. Lately, I’ve noticed that there is one thing that almost every leader has emphasized about their company mission: A keen focus on innovation. For these companies, innovation is not simply another corporate value […].

Customer centricity 162

Customer centricity Employee engagement Metrics Contact Center 162

Callminer

OCTOBER 2, 2017

Marketers rely on analysis to drive decision-making, forecast outcomes, evaluate the effectiveness of marketing campaigns, identify market opportunities and potential new audiences, and much more.

Marketing 182

Marketing 182

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.

Technology

Victor Midgley

OCTOBER 8, 2017

The French philosopher, Voltaire, stated – “Judge a man by his questions rather than his answers.” The art of compelling conversation is centered on one’s ability to understand, control and present proper questions.

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Call Center Weekly

OCTOBER 4, 2017

What are the benefit of moving your contact center to the cloud? For those of you who are still standing still on the ground and contemplating moving your contact center to the cloud, allow me to float you some ideas to get you moving toward the cloud. First , the security of the cloud is much better than that of the traditional, premise-based solutions.

Contact Center 149

Contact Center Enterprise Technology Sales 149

Beyond Philosophy

OCTOBER 12, 2017

If you were to guess whether Millennials prefer to buy online (on their phones) or in brick-and-mortar stores, what would you guess? No Googling, either. If you guessed online, you are wrong. Per the Trendsource 2017 Retail Industry Report , it seems that millennial shoppers prefer physical stores for fashion, home improvement, and electronics. This news is ideal for retail, a sector repeatedly told they are the Beta Max or Laser Disc of tomorrow’s commerce preferences.

Consulting 326

Consulting Consulting Sales Surveys 326

ShepHyken

OCTOBER 4, 2017

This week is National Customer Service Week. To help celebrate, I’m offering a free Amazon eBook of Be Amazing or Go Home ( Available from Amazon ). The article below is an example of one of the habits taught in the book. Happy Customer Service Week! One day my assistant came in late. Not a big deal. That was until she came in late two more times that week.

Customer Service 308

Customer Service 308

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

Contact Center Pipeline

OCTOBER 19, 2017

There might be a sticky situation buried in the way you have to treat day, night and graveyard shifts. Night shifts might pay a little higher than day shifts, and graveyard (overnight) shifts might pay even higher than the night shifts. This extra money is a matter of agreement between the employer and the employee, […].

Contact Center 239

Contact Center Call Center Management 239

Callminer

OCTOBER 12, 2017

A Definition of Cloud Call Centers Hosted in the cloud by a business server, a cloud call center is the hub of an enterprise that handles all customer communications. Because this center is in the cloud, it makes interacting with customers, including all inbound and outbound communication via voice, email, social media, and the internet, […]. The post Cloud vs.

Call Center 159

Call Center Enterprise Best practices Analytics 159

Victor Midgley

OCTOBER 4, 2017

The French philosopher, Voltaire, stated – “Judge a man by his questions rather than his answers.” The art of compelling conversation is centered on one’s ability to understand, control and present proper questions. Although there are numerous publications on the subject of “asking questions” and there are many question techniques identified, in my opinion and … Continue reading "QUESTIONS ARE KING".

Personalization 120

Personalization Call Center 120