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Imagine you are selling a used car. Now, imagine your surprise that the person who wants to buy it is your brother. How would that be different from selling your vehicle to a stranger? Would you haggle as hard? (Now, to be fair, if it was my brother Neil, my answer is yes.). People act differently in various types of relationships and transactions. This distinction between these two types of situations is something that psychologists have studied, and the subject of our recent podcast.
You already know it’s best to not say words like “Unfortunately,” or a hard “no,” and you probably even know that you need to let angry customers vent for at least a few seconds, but there are some other things you should know before trying to get customers to accept your word as final, especially when you have to give customers bad news. I’m sharing three tactics from my handling demanding customers workshops to help you assertively (and politely) control challenging interactions with customers
The constant evolution of technology is changing the way we communicate. This has seen new forms of customer support come in. From toll-free numbers to automated chat boxes, these new ways are more accessible and more convenient. Social media is the latest of these ways and is changing the way customer service is provided. Moreover, it has become an obsession for businesses as well as customers.
Sometimes you find life lessons in unexpected places. This time it was on the golf course. Almost every Sunday throughout the summer I play golf with some great guys. One Sunday we decided to play the championship tees—meaning we hit from the furthest point away from each hole. Obviously, this makes the game longer and harder. The extra distance usually translates into taking a few more swings at the ball than normal.
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
The Secret of Creating an Effective Customer Experience (CX) Strategy. What is the experience you are trying to deliver to your customers? This is one of our key questions we ask organizations when we consult with them. It seems a very simple question and yet in reality, the answer is very strategic and critical to moving your CX to the next level. What is surprising is most organizations do not know the answer to this question!
The American Heritage Idiom Dictionary defines “to bet the ranch” as “to risk everything you have because you are certain of success.” This idiom most likely began at poker tables in saloons of the American Wild West. Men would be so sure of their “hand” that they were willing to “bet the ranch”… often losing […].
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The American Heritage Idiom Dictionary defines “to bet the ranch” as “to risk everything you have because you are certain of success.” This idiom most likely began at poker tables in saloons of the American Wild West. Men would be so sure of their “hand” that they were willing to “bet the ranch”… often losing […].
When it comes to measuring the patient experience in healthcare, good customer survey design is rare. And using mixed methods to uncover insights is rarer still.
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 37 Customer Experience Statistics You Need to Know for 2019 by Toma Kulbyt?. (Super Office) Customer experience has fast become a top priority for businesses and 2019 will be no different.
Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? How can they survive and thrive in the face of so many variables? Well, it’s that time once again: We invited some of the top contact center experts from Ada , J Arnold and Associates , The Belding Group , Calzilla , Expivia , and other vibrant CX and CS avenues to offer us and you, our dear readership, their best pieces of advice for contact centers in this inc
For years, organizations have embarked on workplace wellness initiatives to help reduce healthcare costs, cut absenteeism, prevent employee burnout and keep employee productivity on point. Often these programs have offered third-party gym memberships or health and wellness fairs for employees to attend during lunch or while on a break. It’s almost as if employers have […].
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value. This is a metric that allows you to compete with your biggest competitors, establish longevity in your marketplace, and allow you to maximize the effectiveness of your marke
Image by Michal Jarmoluk from Pixabay. This article was originally published on the FCR blog on July 17, 2019. Click here to read the original post. A childhood memory is etched in my brain. After spending a couple weeks at a friend’s cabin, we spent several hours on the final day cleaning. By cleaning I mean emptying trash, dusting, sweeping, vacuuming, washing the linens, cleaning toilets, replacing paper products, and a whole lot more.
Millions of students returned to the classroom in August, which is National Back to School Month in the United States. In the contact center world, learning takes place every day. If you missed any of the informative posts on the Pipeline blog this month, take a few minutes to browse and catch up on the […].
Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
According to Aberdeen Research , 82 percent of companies have experienced unplanned machine downtime over the past three years, costing as much as $260,000 an hour. Unplanned downtime can result from a wide range of causes, including excessive tool or job changeover, but equipment failure and unanticipated maintenance remain the biggest concerns for most companies, hindering the drive toward the highest possible Overall Equipment Effectiveness score.
The Emotional Customer Experience. Understanding the Emotion Behind the Experience Economy. Shep Hyken interviews Chris Bauserman. They discuss how emotions and personalization play a large role in the customer service and experience of today, and how we can use data analytics to harness that knowledge for improvement. The Interview with Chris Bauserman: The experience economy has changed dramatically over time.
Since childhood we’ve been taught that knowledge is power, and the contact center is no exception to this rule. The more you know about the details of what’s happening in your operation, the better you can be at deciding whom to hire, whom to coach, what training to require, when to request voluntary OT, how many people to staff for chat and 1,000 other issues.
Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
A good business sense demands you to treat every person as a customer, even if they are just window shopping or casually checking out products on your website. You should make them feel welcome, giving them enough attention so that they can at least feel inclined to spend some time at your marketplace. In your life as a businessman, you are bound to encounter a variety of customers, right from someone casually navigating your website to a customer who may have developed an affinity towards your
Simply knowing how to sell doesn’t in and of itself create sales winners. For sales training to help all salespeople grow, we have to search for deeper reasons—the real reasons why people sell or fail to sell. How comfortable are you taking your current salespeople—with the level of performance and skills they have right now—into an increasingly competitive marketplace?
Listening to what your customers have to say and providing what they want is fundamental to the success of your business. Unfortunately, many companies make the mistake of deciding that they know better than their customers. How, though, can a modern business stay in touch with customers? With their opinions, concerns, and demands? . That’s where surveys come in. .
Alorica República Dominicana anuncia el nombramiento de su nuevo Gerente de País, el dominicano Jesús Hidalgo, quién será el responsable de liderar las operaciones en la isla, donde Alorica es una de las empresas líderes en el sector BPO, empleando a más de 2,400 locales. Con más de 16 años de experiencia en el sector de las BPO, Jesús es un profesional que ha desempeñado diferentes posiciones.
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
Your customers are your enterprise’s life’s blood. When you get a new customer, work to retain them and grow customer lifetime value. While the sales team will always be looking for new customers, retaining a current customer is far cheaper than finding a new customer to replace them. When you retain a customer, you’ve won a valuable patron who will be far likelier to want future sales or try new products. .
Want to order pizza for dinner? It will be at your door in 30 minutes. Looking for a date? An app can help you find that special someone. Need some work done around the house? You can summon a handyman that same day. In today’s world, we don’t have to wait too long for just about anything. Today’s consumer doesn’t just want same-day delivery, they want same-day resolution to any inquiry or complaint they make with a company.
Emotions are the driving force behind a successful customer engagement strategy. How your product or service offering makes your customers feel is an important determinant of how the end-users will perceive your brand. The most successful brands are the ones which inspire more positive emotions than negative ones. . “ People will forget what you said, people will forget what you did, but people will never forget how you made them feel ”- Maya Angelou.
It’s easy to get distracted by the latest “shiny object.” Sure, Chatbots, AI and other fancy up-and-coming technologies, have a place in our future and even in our present, but sometimes we’re so quick to jump to the newest thing, we lose focus on the tried-and-true technologies that have been the workhorses of our contact center operations for years.
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Request Demo Talk to an Expert Contact Us Establishing great call center etiquette standards is one of the most important things you can do for your brand reputation. Oftentimes, a phone call made to customer service is a person's only live interaction with your business. That means the majority of your brand perception is defined… The post Top Call Center Etiquette Tips appeared first on AVOXI.
This article was originally published on the FCR blog on July 3, 2019. Click here to read the original post and be sure to watch the video that goes along with it. Looking back on quarter two, the nonstop movement in the contact center technology space continues. My latest review of the updates and technologies I’ve seen over the past quarter covers a variety of areas including quality assurance and speech and text analytics, news from Zendesk and Freshworks, and some vendors to consider if emer
“You’ve got to start with the customer experience and work back toward the technology- not the other way around.” – Steve Jobs. The new emerging customer service trends can drive the business to success. These trends are being introduced repeatedly, which are helpful in performing the business functions uninterruptedly as per the market needs.
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