Customer Contact Central Submitted Articles
SEPTEMBER 12, 2022
Choosing the right call center metrics is just as important as operationalizing them. Here're five key call center metrics you should keep an eye on.
Beyond Philosophy
SEPTEMBER 3, 2022
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. The Maersk Line project that I worked on with Michél Patterson , a continuous improvement expert in Lean Six Sigma was one of the most, with an improvement
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HelpCrunch
SEPTEMBER 30, 2022
Everybody knows that today the most popular customer service channels include email and social media. So when a person launches a company, they create at least an email inbox and a social media account or [ … ]. The post Top 8 Support Channels Users Love the Most and Tips for How to Choose the Right Ones appeared first on HelpCrunch blog.
Toister Performance Solutions
SEPTEMBER 8, 2022
"This is discrimination!" The passenger in the row behind me was throwing his second tantrum of the flight. The first one happened after he walked from the main cabin into first class to use the restroom. Three flight attendants were working in the front galley and one of them politely asked him to use the restroom in the main cabin. He raised his voice and cursed about it, but the flight attendants remained polite, calm, and professional.
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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.
CSM Magazine
SEPTEMBER 16, 2022
Organisations should build on pandemic CSR social media messaging to retain customer trust in times of crisis. A study which examined the corporate social responsibility (CSR) messaging of Fortune 100 companies on Twitter during the pandemic has found that organisations could better communicate with their customers during times of crises by strategically embedding their CSR response into international marketing plans.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Nicereply
SEPTEMBER 15, 2022
There is nothing worse than using one of these support phrases and make your customers really angry. Running a business is a stressful job, and even if you are doing everything you can to keep all your customers happy, you’re bound to suffer some meltdowns. That’s why you should prepare your customer service representatives to avoid using expressions or customer support phrases that might seem offensive to clients.
Beyond Philosophy
SEPTEMBER 1, 2022
We’ve all had experiences where we can anticipate what’s coming. So, today we are going to talk about intuition. But you knew that already, didn’t you? Intuition might be more valued in business than analysis. Many of us want a quick answer we can trust from somebody who would know. Some proponents of intuition suggest that we should rely on our intuition more, that our guts are very wise, and that our lizard brain is very well attuned to what’s happening.
ShepHyken
SEPTEMBER 29, 2022
I’ve been working with an amazing client. We have helped the client create a customer experience vision and define five behaviors everyone must exhibit to bring the vision to life. This makes me very proud of the work we do. . Communication is one reason that their vision is coming to life. The CEO has sent out videos, regularly schedules town hall meetings, and shares best-of-the-best examples of how team members are creating amazing experiences and Moments of Magic® for their colleagues and
Contact Center Pipeline
SEPTEMBER 27, 2022
As with business-to-consumer (B2C) contact centers, business-to-business (B2B) contact centers also had to suddenly have their agents work-from-home (WFH) when the COVID-19 pandemic struck. Businesses selling to other businesses have long had a culture of remote work… Like their consumer-facing counterparts, not a few business centers had trialed WFH before the pandemic, which gave those […].
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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.
Callminer
SEPTEMBER 6, 2022
Taking an omnichannel approach to customer service is essential in the modern technological landscape. Read this post to learn best practices for omnichannel customer engagement.
CX Accelerator
SEPTEMBER 16, 2022
Sally Mildren, CEO Clarity PX & Boss Lady Consulting. Matt Beran, Sr. Product Marketing Specialist InvGate. Many leaders do in fact think they are supporting Customer Experience in their organization. After all they have approved a resource and some budget to it. If we are being honest, that’s as committed as it gets for many executive and operational leaders.
Customer Contact Central Submitted Articles
SEPTEMBER 6, 2022
In the absence of agent scorecard best practices, there exists no formal system to capture performance issues, benchmark them against industry standards.
Beyond Philosophy
SEPTEMBER 8, 2022
<iframe title=”Embed Player” src=”[link] height=”128″ width=”100%” scrolling=”no” allowfullscreen=”” webkitallowfullscreen=”true” mozallowfullscreen=”true” oallowfullscreen=”true” msallowfullscreen=”true” style=”border: none;”></iframe> Over the 20 years of my Customer Experience consultancy, I have led Customer Experience program implementations.
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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.
ShepHyken
SEPTEMBER 14, 2022
More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). However, customer service trends seem to be heading in the wrong direction. Even several years before the pandemic began, The American Customer Satisfaction Index found the overall ratings slipping, even with brands most recognized for high levels of customer s
Contact Center Pipeline
SEPTEMBER 29, 2022
Imagine you open an airline app to search for your flight information and it’s missing your gate location. Or you pull up an online form to apply for a permit with your local government and you are not sure where to begin. These everyday information gaps are also common in customer service scenarios, like when […].
Fonolo
SEPTEMBER 13, 2022
Think about how many phone calls your contact center receives in one day. Thousands, right? Now, think about how many ripe opportunities you have to ask for customer feedback. Thousands again. How? Through after-call surveys. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback.
HelpCrunch
SEPTEMBER 12, 2022
Meet a typical customer of an online shop ?????They made an order and reached out to customer support to fill in the dots. “Oh, the shop has an Instagram account, I’ll contact them there” – [ … ]. The post 7 Multichannel Customer Support Software to Avoid Incoherent Communication appeared first on HelpCrunch blog.
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!
Eptica
SEPTEMBER 12, 2022
Date: Monday, September 12, 2022 Author: Pauline Ashenden - Demand Generation Manager The 6 benefits of chatbots for housing associations. Published on: September 12, 2022. Author: Pauline Ashenden - Demand Generation Manager As housing association tenants increasingly embrace digital channels, AI-powered chatbots provide a new way of engaging with customers and meeting their needs.
Beyond Philosophy
SEPTEMBER 22, 2022
Memory Mini Series Part 1: Our Behavior is Motivated by What We Recall. So, How Are Memories Formed? This newsletter is the first of three I will publish on the subject of Memory. Memory is fascinating and a broad topic related to experiences. Therefore, one issue of the newsletter won’t be enough. In this issue, we explain why memories are essential to experiences, when we use them to decide sometimes, and how memories form.
ShepHyken
SEPTEMBER 23, 2022
This week, we feature an article by Laura Bassett, Vice President of Product Marketing at NICE CXone , a complete platform for delivering an end-to-end customer experience. She shares five key tips for creating an exceptional experience for customers. Customer experience is constantly changing and evolving. Processes that worked a year ago might not be suitable for a business today.
Contact Center Pipeline
SEPTEMBER 22, 2022
It’s no secret that the customer service industry has taken a significant hit throughout the COVID-19 pandemic. Between angry customer phone calls, miscommunication, insufficient staff, and the overall exasperation of the general public, the pressure was on for call center agents as they navigated the tumultuous terrain of a COVID-fatigued population.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Fonolo
SEPTEMBER 20, 2022
When it comes to delivering great customer service, call center agents need some essential soft skills that may not have been listed on their resumés. Unlike the hard skills or technical skills required to operate call center technology, soft skills relate more to an agent’s demeanor during a customer interaction. Though newer agents may not have all the essential soft skills required right away, you can provide training to help them improve and become top-performing call center employees in no
HelpCrunch
SEPTEMBER 23, 2022
Stats say that chatbots can now handle 68.9% of conversations from start to finish. Pretty cool, right? But such an ideal state of affairs is only possible if the bot flows you launch speak to [ … ]. The post Top 9 Chatbot Templates to Launch on Your Website Today appeared first on HelpCrunch blog.
Eptica
SEPTEMBER 2, 2022
Date: Friday, September 2, 2022 Author: Pauline Ashenden - Demand Generation Manager The key questions to answer when embracing the cloud in your contact centre. Published on: September 02, 2022. Author: Pauline Ashenden - Demand Generation Manager With more and more contact centres seeing the benefits of moving to the cloud, companies are asking more detailed questions about the functionality and advantages that it provides.
Avoxi
SEPTEMBER 19, 2022
Troubleshooting VoIP's Most Common SIP Problems Failover routing for business continuity, reduced telephony costs, boosted agent productivity, and smoother communications with international customers… There are a multitude of reasons you switched over to a cloud-based system. But like any new technology endeavor – there is a learning curve with plenty of hiccups along the way.… The post Troubleshooting VoIP’s Most Common SIP Problems appeared first on AVOXI.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
ShepHyken
SEPTEMBER 9, 2022
This week, we feature an article by Juan Jaramillo, Performance Marketing Director for Cordial , a cross-channel marketing and data platform. He shares how cross-channel marketing helps organizations offer consistent messaging across various media and devices. Marketers have talked about multi-channel marketing for years. Customers engage with businesses through various means, such as email, social media, and text.
Contact Center Pipeline
SEPTEMBER 15, 2022
Shaping the Future of Work and Human Potential When thinking of the new competitive advantage, the Harvard Business Review (HBR) has been stating that Adaptability is the new competitive advantage! We read and hear the statement “the future of work is Human.” This is a topic of many webinars, articles, and think tanks and yet […].
Fonolo
SEPTEMBER 28, 2022
Every call center knows customer feedback is precious. That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive. Customer satisfaction and net promoter scores are helpful metrics, but the after-call survey is the most immediate resource. But what kind of questions should you include?
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