InGenius

OCTOBER 1, 2018

Advice on how to improve CTI performance in your contact center. Computer Telephony Integration (CTI) is a fundamental component of any modern contact center and plays an active role in boosting agent productivity, reducing expenses and ensuring that customer expectations are consistently met – but it can have its problems, too. After all, nothing is perfect, and for all the advantages CTI can bring to a business, it can also be highly damaging if the following list of common issues contact cent

Technical Support 183

Technical Support Call Logging Contact Center CRM 183

CX Global Media

OCTOBER 3, 2018

To assure alignment and execution of your contact center business plans, perhaps the single most important ingredient is the effectiveness of your fronltine supervisors. To a large extent, the level of your organization’s long-term success relies on the effective execution of daily operations, which is led by the frontline supervisor. To know if you’re at risk of creating success you must know how your supervisors compare.

Call Center 174

Call Center Coaching Contact Center Time management 174

Contact Center Pipeline

OCTOBER 23, 2018

In an ideal world, first-contact resolution (FCR) metrics reflect the customer’s perspective. They capture the center’s ability to resolve the customer’s inquiry within each channel as well as track movement across channels. They establish links across multiple contacts if it takes more than one interaction to put matters to rest. And the underlying calculations are […].

Metrics 138

Metrics CRM Call Center Contact Center 138

Beyond Philosophy

OCTOBER 25, 2018

Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? What aspects of the experience should you focus your efforts to improve?

Customer centricity 614

Customer centricity Customer Experience Consulting Consulting 614

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

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Given the sheer number of metrics and KPIs that call centers could track, it’s no surprise that some metrics tend to go overlooked.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Myra Golden Media

OCTOBER 29, 2018

If you find it hard to get customers to accept your word as final and if too many of your customers just go over your head to talk to a supervisor who will tell the customer the exact same thing, you need to read this. I have for you five little tricks that I share in my onsite de-escalation workshops. These ideas will help you be far more successful in getting customers to accept your word as final. 1.

Call Center 277

Call Center Customer Experience Management 277

CX Global Media

OCTOBER 15, 2018

Most all contact center executives know they need to respond aggressively to the fact that we are in a state of massive transformation and disruption in the marketplace. The contact center has been targeted as a pivotal organizational component in this age of disruption that we live in. To be intentional and proactive in their response, executives are investing in the transformation of their training courses in leadership for supervisors because the frontline is where the customer-centric battle

Contact Center 269

Contact Center Morale Call Center Metrics 269

Call Center Weekly

OCTOBER 18, 2018

Long lumped in with Customer Service, the entire Customer Experience concept is finally being acknowledged as a weighty differential in the quest to build customer loyalty and increase sales. Business Leaders everywhere must first understand there is likely a huge gap between the Customer Experience they believe their company delivers and the perception of that same experience their customers have as they work with them.

Customer Experience 239

Customer Experience B2B Feedback Customer Service 239

Beyond Philosophy

OCTOBER 4, 2018

Each of us has a time of day when we are at our best. Likewise, we have times when we are not at our best. These times affect how we behave, and that can have repercussions for your Customer Experience. For example. I am a morning person. When I have something creative or complicated to do, I like to tackle it first thing. However, in the late afternoon to evening, I am useless.

Government 353

Government CRM Personalization Customer Experience 353

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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

Callminer

OCTOBER 10, 2018

We asked 20 call center pros to share the most undervalued call center metrics. If you want to improve agent performance, check out their responses to find out if you’re overlooking important KPIs.

Call Center 322

Call Center Metrics 322

ShepHyken

OCTOBER 3, 2018

On a recent trip to Africa, I had the pleasure of meeting the Governor of Oyo State, Nigeria, the Honorable Abiola Ajimobi. He had a commanding presence and shared many insightful thoughts. I asked what made him successful, and he quickly responded with the following response: “ Good leaders don’t take people where they want to go. They take them where they need to go.”.

Customer Service 307

Customer Service Personalization Customer Experience Customer Care 307

Steve DiGioia

OCTOBER 8, 2018

when you have a love of service, it's not that hard to do. This original article was written by Steve DiGioia. Many service providers have lost sight of what really matters. It’s not the ROI, the seamless journey between touchpoints, or even the capacity to personalize the product or service we offer. It’s the ability to sustain relationships that will enable long-term viability and growth.

Personalization 222

Personalization Customer Service 222

CX Global Media

OCTOBER 10, 2018

There are people in the contact center industry that have more than persevered, they have thrived and positively impacted thousands of people along the way. Penny Reynolds, co-founder of The Call Center School, is one of those people in the contact center industry. Join her as she leads a seminar with Call Center Coach titled: How Do Your Call Center Supervisors Measure Up ?

Coaching 263

Coaching Call Center Contact Center call center professionals 263

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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

Customer Service

Call Center Weekly

OCTOBER 9, 2018

In the contact center community, we understand the true value of a happy customer. We’ll do whatever it takes to make sure that we leave our customer satisfied. But, let’s consider this for a moment: In order to take the best care of others, we must first take the best care of ourselves. Do you agree with the above statement? If we’re not taking care of ourselves, how the heck are we supposed to truly care for our customers?

Best practices 243

Best practices Contact Center Coaching Telecommunications 243

Beyond Philosophy

OCTOBER 11, 2018

We all want to sell more. So how do we do this? A powerful sales technique exists that can help. The best sales organizations use it well; the worst, not so much. It is based on a psychological concept called reciprocity, and it might be what you need to get (or keep) your foot in the door. We discussed reciprocity in our recent podcast episode. Reciprocity is a concept in psychology that describes how people respond to a positive act with another one in return.

Sales 344

Sales Call Center Marketing Personalization 344

Callminer

OCTOBER 29, 2018

Eureka Alert combines AI-driven automated transcription, redaction, and alerting to provide real-time direction to contact center agents and supervisors to drive specific outcomes within a call.

Contact Center 207

Contact Center 207

ShepHyken

OCTOBER 17, 2018

There is a lot we can learn from great companies, big and small. Many books have been written about companies like Disney, Nordstrom, Ritz-Carlton and Apple. And, once we learn how they do it, the key is making it work for our companies. It’s not about just learning, but also about executing on what we learned. The reason I bring this up is that I was reading an article about the top global brands.

Customer Care 303

Customer Care Best practices Personalization Customer Service 303

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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

TechSee

OCTOBER 31, 2018

“Alexa, launch Netflix!”. No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. This growth is expected to continue, with Technavio predicting that the global telecom IoT market will post an impressive CAGR of more than 42% by 2020.

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

CX Global Media

OCTOBER 1, 2018

Customer Service Week is an international event held the first full week in October. It’s your time to recognize and rally around the people who support and serve customers. To do that, you need to get fit and there’s no better way to do that than a mini boot camp. Creating strong customer relationships and solving customer problems every day requires that you learn to perform at your best – and it helps when it’s fun.

Customer Service 50

Customer Service Coaching Call Center Contact Center 50

Myra Golden Media

OCTOBER 15, 2018

I made a support call to a company yesterday because I was stuck in a loop on an application. I’m glad I called because the representative gave me such a great experience that I found myself smiling and thinking, “She’s good. Really good.” Here’s a rough transcript of our conversation: Employee: “Hi, My name is Amy, and it’s my pleasure to help you today.

Surveys 198

Surveys Accountability Customer Experience 198

Beyond Philosophy

OCTOBER 18, 2018

“If all of your friends jumped off a cliff, would you do it, too?”. Who hasn’t heard that one before? We all know the evils of peer pressure from our parents, teachers or, in my case, the authorities. But what if I told you peer pressure could be great for your Customer Experience? Would you reconsider your judgmental stance against it? Everybody else is doing it.

Advertising 100

Advertising Marketing Customer Experience Consulting 100

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

Contact Center Pipeline

OCTOBER 17, 2018

Fair warning: Reading this article could be painful for you. Not dentist-root-canal painful, more like exercising-again-after-taking-a-longer-break-than-you-should-have painful. But it may also give you a punch in the stomach, because I’m going to say things to you that may make you feel foolish for not seeing them before now. If you’re in call center management, you’re […].

Contact Center 190

Contact Center Call Center Management 190

ShepHyken

OCTOBER 31, 2018

Our mantra at Shepard Presentations is to Always Be Amazing. Those three words are very important. They are totally consistent with what we stand for, what I write about in my books and articles, and how we conduct ourselves at work every day. It’s simple…. We want to be amazing for our employees. We want to be amazing for our clients. And, we want to teach our clients to be amazing to their customers, clients, guests, members – and anyone else they do business with.

Personalization 295

Personalization Customer Service 295

Steve DiGioia

OCTOBER 22, 2018

This original article was written by Steve DiGioia. I don’t like seeing tip cups on store counters in coffee shops. Some think it’s tacky, but others think it’s perfectly justified. What about you? Why should I tip someone for making me a cup of coffee ? I don’t tip my dry cleaner who cleaned and pressed all my shirts perfectly, greeted me warmly as I entered his store and always offers to carry our clothes to the car when my wife stops in.

Customer Service 36

Customer Service 36

CX Global Media

OCTOBER 22, 2018

For many, managing morale and employee engagement in a contact center is a complete mystery. One thing that can magnify its complexity is due in part to the transient perception of roles and the strong desire to micromanage agents. Regardless of how lost you feel now, join Joachim “Joe” Rogers, Senior Director of Customer Care Center for Coca-Cola Bottling Co.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

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

OCTOBER 21, 2018

There are a significant range of features and benefits within speech analytics software solutions that should be considered for virtually any organization.

Analytics 182

Analytics Enterprise 182

Beyond Philosophy

OCTOBER 5, 2018

To improve your customer experience you must also become much more customer centric. How do you do this? What should we focus on? Colin and Ryan discuss what you need to do and how this impacts building a great customer experience. Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Creating and Sustaining a Customer Centric Culture appeared first on.

Customer centricity 308

Customer centricity Customer Experience 308

Myra Golden Media

OCTOBER 1, 2018

Customer Service Week is a fantastic time to celebrate the VIP employees who take care of your customers, and it’s the perfect week to go all out for your customers. But, if you want your employees to take your focus seriously, and if you’re going to create a customer service culture, you need to also: -Have fun days designed to bring energy to your team throughout the year.

Customer Service 35

Customer Service Customer Experience 35