pindrop

DECEMBER 19, 2018

The post Voice Biometrics: The ‘Thumbprint’ of the Future | Pindrop appeared first on Pindrop.

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Contact Center Pipeline

DECEMBER 20, 2018

Legal disclosures are everywhere—almost to the point of ad nauseam. They are found in everything from prescription drug ads that feature absurdly long lists of side effects to the obvious, “This hot coffee is HOT.” Such marketing-based disclosures become practically invisible. But when it comes to delivering legal disclosures, there is danger in not taking […].

Call Center 100

Call Center Marketing Contact Center 100

Callminer

DECEMBER 11, 2018

In our recent survey and report, The CallMiner Index which identifies in the UK and US the sectors that have the highest churn rates and reveals the reasons why consumers switch suppliers. One of the key observations from the reports are about consumers’ channel preferences. Our surveys discovered that consumers will use up to nine channels to contact a supplier to try and get the result they want.

Call Center 196

Call Center Self service Coaching Surveys 196

Beyond Philosophy

DECEMBER 6, 2018

James Carville, political commentator and media personality coined the phrase, “The economy, Stupid,” for Bill Clinton’s 1992 presidential campaign. Carville was talking to the team at the time to help them focus on the key messages for Clinton’s campaign. The slogan resurfaced in the 2008 campaign as “It’s the economy, stupid.”. I decided that for people working in Customer Experience, we needed a way to stay on message, too.

Customer Experience 410

Customer Experience Benchmark Customer retention Personalization 410

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

ShepHyken

DECEMBER 26, 2018

“People don’t buy what you do; they buy why you do it.” That quote comes from Simon Sinek, author of the book, Start with Why. This quote makes me think about the different reasons behind why a customer chooses to do business with a company. There are plenty of them to consider, so I put together a short list of some of these Whys : Price: Let’s get this one out of the way first.

Customer Service 335

Customer Service 335

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless. Naturally, an exceptional culture is the hardest thing to build, and equally as difficult to maintain.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

CX Global Media

DECEMBER 4, 2018

Contact center agent training can be a very big expenditure for a lot of organizations. For contact centers that experience higher agent turnover the expenditure is obviously much higher than for those with lower turnover. Regardless of your turnover situation, one thing is certain, the ROI (Return on Investment) on agent training is very important.

Contact Center 240

Contact Center Coaching Strategic Value Call Center 240

Steve DiGioia

DECEMBER 3, 2018

This original article was written by Steve DiGioia. Our “purpose” is the thing, item, or person we keep coming back to even after we’ve lost our way. Through good times and bad, we find ourselves surrounded by thoughts of what makes us feel good, feel important, and feel fulfilled. So, how can you find your purpose in life? Well, is your purpose: What you love to do.

Customer Service 238

Customer Service Personalization 238

Beyond Philosophy

DECEMBER 10, 2018

Not too long ago, I had a minor outpatient procedure at a hospital. When I checked my email the next morning, there was a survey from the hospital. “What did you think of your anesthesiologist?”. My first thought was that I didn’t die during the procedure, so he must have done a fine job. I can’t say much more, since I only spoke to the guy for about 30 seconds.

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Surveys Airlines Feedback Customer Experience 395

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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

ShepHyken

DECEMBER 5, 2018

In the past few months leading up to my new book, The Convenience Revolution , I’ve focused on ways to be more convenient for your customers. I’ve shared six Convenience Principles and numerous examples and case studies. The goal is to eliminate friction. What I haven’t done is talked to you about what causes friction. Here’s a question: What is it that you don’t like about some of the companies and organizations you do business with?

Advertising 319

Advertising Banking Personalization Customer Experience 319

Myra Golden Media

DECEMBER 13, 2018

I don’t think that most people get that there are only two functions in a company. You’re either serving customers, or you’re serving someone who serves customers. There aren’t any other roles in business, as far as I’m concerned. I want to talk to you about how to fulfill your responsibility of serving, particularly when it comes to your co-workers – your internal customers.

Customer Experience 270

Customer Experience Customer Service 270

TechSee

DECEMBER 11, 2018

Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. While expectations were high for CX initiatives, business outcomes failed to deliver the bottom line results expected by C- suite executives. Call center leaders realize that the time has come to deliver real measurable value to the enterprise. 2019 will be a critical year for call center customer experience strategy: either they will f

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Call Center Customer Experience Self service Contact Center 182

CX Global Media

DECEMBER 3, 2018

With social media your customers are having experiences on their own terms. They are in control. All of their experiences add up to their interpretation of your brand, product and service. But with them being in charge what must you do to make sure you’re winning the competitive battle with engaging social media experiences? This question is a significant one for many organizations and as soon as you think you have the upper hand your competitor will take it away from you – or your custome

Customer Care 214

Customer Care Coaching Call Center Marketing 214

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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

Callminer

DECEMBER 30, 2018

CallMiner had amazing product news, awards and press in 2018 and in case you missed it, below are 10 highlights from the year!

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Beyond Philosophy

DECEMBER 17, 2018

Water and train companies in the U.K. have come under fire recently over their lousy customer service. What do these two seemingly-unrelated industries have in common? Both are monopolies, and a monopoly is almost always bad news for the customer. Water service to homes in the U.K. is provided by regional companies that each hold a monopoly on their own territory.

Government 308

Government Customer centricity Customer Experience Customer Service 308

ShepHyken

DECEMBER 12, 2018

If you compete head-to-head with your competition, you may win or lose. If you compete by being different, you stand out. And, that’s a win. Over the years I’ve talked with many clients who are looking for ways to disrupt a competitor and/or win more business from existing customers. When we dig deep, I’ve found many clients are trying to compare themselves directly with their competitors.

Banking 318

Banking Airlines Benchmark Advertising 318

Myra Golden Media

DECEMBER 13, 2018

Poor listening often leads to customer frustration. When a retail employee merely hears a customer—instead of actively listening to them—they’re less able to determine precisely what that person needs. I designed my Listening class for LinkedIn Learning to help you avoid these kinds of miscommunications. Join me as I go over how important listening is in retail sales, and I share 5 things you most likely didn’t know about listening in retail sales.

Sales 266

Sales Upselling Personalization Customer Experience 266

Advertisement

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

Call Center Weekly

DECEMBER 14, 2018

As we enter the Christmas season, our awareness and desire to help others increases. That can be helping those in need, donating our time and/or money, or being a little more kind to others. When we are help one another, not only does it make us feel good, it is encouragement for the recipient. For customer service professionals, helping others, is what we do throughout the year.

Government 167

Government Contact Center Consulting Consulting 167

CX Global Media

DECEMBER 10, 2018

We all know that frontline supervisors are not successful because they were your best agents. They need to be developed. And forward-thinking organization know this. So, they are not eliminating supervisor training, they are just cancelling supervisor training classes and implementing a more modern approach of blended learning. I got a chance to learn more about the “training class” topic with Master Contact Center Trainer Penny Reynolds on the webinar How Do Your Call Center Supervisors Measure

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Contact Center Call Center Coaching 207

Callminer

DECEMBER 19, 2018

As CallMiner continues to grow, we are committed to also growing our community support through charitable donations and volunteer activities.

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Beyond Philosophy

DECEMBER 14, 2018

It seems from two recent surveys that despite all the money and resources that have been ploughed into improving Customers Experience, this is not having any effect? What will happen next is that CEO’s and the C-Suite will start to remove their support for these changes. What is the problem and what can be done about it? Who better to answer that than Colin Shaw with 17 years experience in the industry and many successful implementations that have driven a great return on investment.

Customer Experience 287

Customer Experience Surveys 287

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

ShepHyken

DECEMBER 19, 2018

Some of you may or may not know that I perform magic. Not real magic. When I was a kid I did birthday party magic shows, and in high-school and college worked in comedy clubs doing comedy and magic. I still practice card tricks. . There was a magic shop in Washington, DC owned by Al Cohen. I met Al when I was a teenager. As I started to perform more and more for money, I could afford to be a regular customer of Al’s.

Personalization 310

Personalization Customer Service Customer Care Customer Experience 310

Myra Golden Media

DECEMBER 17, 2018

No one likes to deliver bad news to customers, but for a lot of us, giving bad news is a regular part of business. You know the feeling – you probably get nervous, or you have to transfer a call to your supervisor because the customer won’t accept your word as final. It’s time to figure out how to fix that! For more than 20 years, through my workshops, I’ve worked with customer service professionals just like you who struggle with how to say things to customers that they don’t

Customer Service 256

Customer Service Personalization Management Call Center 256

Lumoa

DECEMBER 9, 2018

Start 2019 with these 10 simple steps and build the fundamentals of your customer-centric culture. Nurture customer centricity in your company and lead your organization through the customer-centric transformation.

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Customer centricity 157

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. While some churn is a normal part of any business, a high churn rate can cripple the growth of any organization. It’s important for businesses to understand what contributes to churn in order to address those issues—and ultimately drive customer retention.

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Customer retention B2B Surveys B2C 156

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

DECEMBER 13, 2018

Companies seem eager to know what we think about everything. But does it work? And do they get scientific data that helps them improve? Let's start at the beginning: the ask to take a survey.

Feedback 182

Feedback Surveys 182

Beyond Philosophy

DECEMBER 7, 2018

There are two key ways people make decisions: intuitvely or rationally. We discuss why this is important to designing your customer experience and how this can have a key effect on customer loyalty. We reveal how you can benchmark your organization’s performance against other companies to determine how you are doing in the new world of behavioural economics and customer experience.

Benchmark 277

Benchmark Personalization Customer Experience 277

ShepHyken

DECEMBER 20, 2018

Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top Cartoon for 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. A business must keep up with the times. If they don’t, they will be disrupted and find themselves either playing catch up or worse, shutting down altogether.

Customer Service 309

Customer Service Technology Customer Care Customer Experience 309