Ambs Call Center
FEBRUARY 26, 2020
When purchasing a new service or product, one of the first considerations that comes to mind is price. With price comes value, and everyone wants to maximize their value. While Amazon has spoiled us with the ability to find the cost of almost anything, the cost of business services such as answering phones are harder to grasp.
Contact Center Pipeline
FEBRUARY 12, 2020
I was talking to Jay Minucci, a long-time industry veteran, consultant to the industry, and contributor on these pages. He was telling me about the trend he’s seeing with his large clients—that consolidation is preferred because it’s becoming too hard to manage too many contact center vendors. Consolidation makes sense as a business priority—buyers are […].
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Callminer
FEBRUARY 5, 2020
Obtaining useful metrics on daily operations in your call center can help to improve many aspects of your business. However, there is quite a bit more to making effective use of call center metrics than merely amassing data and generating reports. When properly harnessed, call center metrics open the door to precise monitoring of growth over time. They can be used to design a powerful development plan for your team members, denote areas of daily operations in which you are losing money, and more
CustomerServ
FEBRUARY 25, 2020
The business world is evolving at an unprecedented rate. Maintaining a competitive advantage in times of rapid change and transformation requires companies to stay razor-focused on their core competencies and the ability to innovate and flex with market demands.
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
Beyond Philosophy
FEBRUARY 17, 2020
Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. To understand how it requires a better understanding of what the inventor of the hashtag Chris Messina’s calls Conversational Commerce. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
FEBRUARY 26, 2020
Want to engage and connect with your customers more effectively? Then listen to what Matt Gillin, the co-founder and CEO of Relay Network , has to say. I had a chance to interview Matt for my Be Amazing or Go Home TV show, and he shared specific insights on how to improve the customer experience. In Matt’s words, “The world is now on-demand and highly personalized.
ShepHyken
FEBRUARY 28, 2020
This week we feature an article by Eric Melchor, founder of Elevate My CX. He shares a story about a salesperson who performed a technique that even surprised a renowned social psychologist. If you’re a Customer Experience specialist, you might think that salespeople are not the kind of role models to get customer care tips from. In fact, you’re probably telling yourself – “Salespeople?
GetFeedback
FEBRUARY 27, 2020
So you’ve taken the time to listen to customers in order to understand the experience they’re having with your brand.
Tethr
FEBRUARY 24, 2020
While the journey toward exceptional customer service used to set leading businesses apart, today’s customers are more interested in an excellent customer experience (CX). How a customer feels when they interact with your organization and brand is now arguably as important as the products and services themselves. A positive CX yields a competitive advantage.
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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.
Genroe
FEBRUARY 24, 2020
I am often asked, What is the best way to develop and implement strategies to increase customer value? From a customer perspective, there are only two ways to drive business value: Customer Acquisition and Customer Retention. Acquiring new customers is the focus of other posts but if we want to increase the value of our […]. The post The Only 3 Strategies that Increase Customer Value appeared first on Genroe.
Totango
FEBRUARY 25, 2020
A successful organization operates in much the same way as a prestigious orchestra. Both are made up of individuals with a specialization—say, playing the clarinet or managing a Customer Success team. While individual success is important in both cases, you also need overall harmony. Just as the individual musicians and sections of an orchestra must work well together to make good music, the employees and departments of an organization must work well together to do good business.
ProProfs Blog
FEBRUARY 14, 2020
Wouldn’t it be great if all your favorite brands could be at your beck and call? Wouldn’t you love to get your woes sorted and queries answered in real-time? Thanks to the wonder that Digital Marketing is, all of this is now possible. Brands are taking an increasing interest and making efforts to enhance the customer experience. They are trying to “be there” for their customers, help them throughout their shopping experience, and even respond to their queries, requests, a
TechSee
FEBRUARY 25, 2020
Whether rigging up a home entertainment system, setting up a new printer or syncing a new smart device with its app, many consumers find it difficult to complete the product self install process. Traditionally, they have then had two choices: Call customer service and wait until an agent can (hopefully) assist, a prospect that 70% of consumers rate as worse than a visit to the dentist.
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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.
ProProfs Blog
FEBRUARY 7, 2020
Everyone says that customer support used to be easy. Now, note the past tense in that. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. Solutions came easily too. At least it was obvious that customers would simply walk to the store whenever they needed support. . And then came the technological avalanche – postal service, phone, email, live chat, social media.
GetFeedback
FEBRUARY 26, 2020
The four major activities that must be undertaken after CES feedback is received by the company.
ShepHyken
FEBRUARY 21, 2020
This week we feature an article by Mathew Cooper, a Content Marketing Head at POS Plaza. He shares tactics to help ensure a point-of-sale system will enhance the customer experience. In today’s highly competitive and constantly advancing retail industry, there is no place for ordinary customer service. Modern consumers are smart – they have countless shopping options, and thus are too impatient for checkout delays, long queues and incompatible payment options.
Lumoa
FEBRUARY 13, 2020
Within customer experience management there are many manual and repetitive activities that have the potential to be automated. We'll explain why you should automate activities within customer experience management, and we share real-life cases of customer experience automation.
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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.
Toister Performance Solutions
FEBRUARY 18, 2020
New hires were struggling in the contact center. The reason was a mystery to the customer service leader. Her company had a comprehensive training program, a dedicated trainer, and supportive supervisors. Yet it was taking new employees too long to get up to speed. The leader and her team had been working on the issue for months. She finally asked for my advice, and was surprised when I helped her find the solution in just a few minutes.
Callminer
FEBRUARY 24, 2020
Cultivating a productive call center environment involves optimizing many different facets of its operations. From facility design to computer systems and software integrations, all aspects of your call center that impact its internal atmosphere can affect employee performance. The power your call center environment has over your staff’s overall level of productivity cannot be overestimated.
Beyond Philosophy
FEBRUARY 14, 2020
Social media has changed many things about our lives. Not only can we have a blow by blow account of what our friends and family are up to, but we can also see what they had for dinner. We can even see what friends of our friends had for dinner. One of the other ways social media changed our lives is in how we interact with brands. Platforms like Facebook, Instagram, and Twitter gave us direct access to brands in a way we hadn’t had before.
CX Accelerator
FEBRUARY 2, 2020
By Jeremy Watkin My nieces and nephews have recently either entered college or are actively applying to universities, and I was struck with a thought. If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). What major should I choose?”. While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not?
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!
ShepHyken
FEBRUARY 19, 2020
In the updated and revised edition of The Cult of the Customer , I cover the concept of amazement. This may be old news to my followers, but it is worth repeating. Amazement does not come from a WOW or over-the-top experience. Those happen on occasion, especially when problems are handled well. But on a day to day basis, amazement happens when you deliver experiences that are consistently and predictably above average.
Steve DiGioia
FEBRUARY 3, 2020
Bigfoot. The elusive missing link between humans and apes. But what does he have to do with customer service? Well, plenty. There are many similarities between the creature and the service many of us dish-out to our customers. That’s why I call it, Bigfoot customer service. Let’s get into it. Rumors. There have been rumors of Bigfoot since the story first appeared in the Humboldt Times in 1958.
Contact Center Pipeline
FEBRUARY 5, 2020
Welcome to the February issue of Contact Center Pipeline. I’ve always thought of February as a fun month with the opportunity to show some love! The best way to show your agents some love… recognize and support them. The best way to show your customers some love… provide an amazing customer experience! Our February issue […].
Callminer
FEBRUARY 19, 2020
There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. From actively keeping track of shifts in the industry’s technological standards and accommodating economic imperatives to handling other critical processes within the realm of human resources , there are enough potential challenges to tackle in typical call center operations to keep entire management teams reasonably busy year-round.
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Beyond Philosophy
FEBRUARY 27, 2020
The wealth of information within academia and doesn’t get used by business is amazing. I blame their naming. Academics have great information, but a terrible naming skills. . Take Hyperbolic Discounting (please!), a significant psychological concept that plays into many decisions we make, that we discussed on a recent podcast. You might think the term describes super-exaggerated markdowns, but it doesn’t. .
CX Accelerator
FEBRUARY 2, 2020
By Jeremy Watkin My nieces and nephews have recently either entered college or are actively applying to universities, and I was struck with a thought. If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). What major should I choose?”. While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not?
ShepHyken
FEBRUARY 12, 2020
What if the worst thing a customer ever said about you was, “I love you!”? Even on a bad day, you’re still so good that they love you! Are you that good? Do customers love you even when there’s a problem or complaint? Here are six ways to make customers love you no matter what! Become customer-focused. This means that in addition to creating an amazing customer experience, every decision keeps the customer in mind.
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