Beyond Philosophy

AUGUST 25, 2019

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.

Morale 358

Morale B2B Consulting Consulting 358

Myra Golden Media

AUGUST 29, 2019

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

Personalization 214

Personalization Call Center Customer Service Customer Experience 214

ProProfs Blog

AUGUST 28, 2019

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.

Customer Support 74

Customer Support Surveys Feedback Customer advocacy 74

ShepHyken

AUGUST 28, 2019

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.

Customer Service 318

Customer Service Management 318

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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

Beyond Philosophy

AUGUST 30, 2019

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!

Customer Experience 351

Customer Experience Finance Consulting Consulting 351

Contact Center Pipeline

AUGUST 28, 2019

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 […].

Contact Center 187

Contact Center Call Center Management 187

ShepHyken

AUGUST 26, 2019

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.

Customer Service 279

Customer Service Advertising Feedback Customer Experience 279

TechSee

AUGUST 27, 2019

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.

Enterprise 116

Enterprise Self service Technology 116

Callminer

AUGUST 25, 2019

CallMiner has announced a partnership with DataRobot designed to accelerate AI capabilities within the contact and customer experience center.

Customer Experience 182

Customer Experience 182

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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.

Analytics

Contact Center Pipeline

AUGUST 27, 2019

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 […].

Contact Center 176

Contact Center Technology Healthcare Employee engagement 176

ShepHyken

AUGUST 30, 2019

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

Airlines 274

Airlines Metrics Advertising Sales 274

Customer Service Life

AUGUST 30, 2019

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.

Customer Service 118

Customer Service Personalization Customer Experience Contact Center 118

Fonolo

AUGUST 29, 2019

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

Contact Center 121

Contact Center Self service Call Center Chatbots 121

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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.

Contact Center

Contact Center Pipeline

AUGUST 30, 2019

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 […].

Contact Center 164

Contact Center Agent burnout Call Center Customer Experience 164

ShepHyken

AUGUST 27, 2019

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.

Multichannel 272

Multichannel Analytics Customer centricity Contact Center 272

GetFeedback

AUGUST 30, 2019

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. .

Surveys 110

Surveys Entertainment Benchmark Upselling 110

Aspect

AUGUST 26, 2019

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.

Big data 102

Big data Management Journey mapping Contact Center 102

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

ProProfs Blog

AUGUST 30, 2019

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

Brand ambassadors 92

Brand ambassadors Customer Support Advertising Surveys 92

Alorica

AUGUST 26, 2019

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.

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GetFeedback

AUGUST 26, 2019

You have a good Customer Satisfaction Score (CSAT) but you want to make it even better. Here's proven-to-work tips on how to improve your CSAT score.

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Fonolo

AUGUST 27, 2019

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.

Customer Service 86

Customer Service Healthcare Call Center Self service 86

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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.

ProProfs Blog

AUGUST 28, 2019

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.

Customer emotions 83

Customer emotions CRM Feedback Analytics 83

Totango

AUGUST 29, 2019

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. .

Customer retention 87

Customer retention Customer centricity Sales Feedback 87

Customer Service Life

AUGUST 26, 2019

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

Technology 76

Technology Chatbots Analytics Contact Center 76

Aspect

AUGUST 30, 2019

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.

Self service 81

Self service Chatbots Contact Center Technology 81

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

Customer Experience

Avoxi

AUGUST 29, 2019

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.

Call Center 79

Call Center Personalization Customer Service Contact Center 79

UJET

AUGUST 25, 2019

Contact-Center-as-a-Service (CCaaS) providers like to make big promises. Some go as far as saying they have every currently available feature and tool and will fill all your support needs. Let’s go down the list: Voice. IVR. Web chat (desktop and mobile). Email. Text (SMS/MMS). RCS ready. In-app VoIP. In-app Chat. In-app text. Visual IVR. Chatbots. Artificial intelligence.

Customer Support 74

Customer Support Interactive Voice Response voip Chatbots 74

CrazyCall

AUGUST 29, 2019

“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.

Customer Service 76

Customer Service Chatbots B2B Self service 76