NobelBiz
FEBRUARY 25, 2020
One of the most important aspects of any business is to know how to connect with people, and giving today’s technology, how to humanize digital interactions. Behind every business, there are people. And behind every person, there's a need to connect. The post How to Connect with People through a Voice-Only Conversation appeared first on NobelBiz®.
CustomerServ
FEBRUARY 25, 2020
The business world is evolving at an unprecedented rate. Maintaining a competitive advantage in times of rapid change and transformation requires companies to stay razor-focused on their core competencies and the ability to innovate and flex with market demands.
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Inbenta
FEBRUARY 27, 2020
Discretion: calling a bank or insurance company contact centre while being at work would probably not be appreciated by our colleagues (and even less so by our boss!). A 24/7 channel: we can send emails whenever we need to and we can read the answer in detail whenever we want, which is not the case for phone calls. Confidence: unlike the phone, emails offer a formal way of communication with a person or company, which gives the user confidence.
Callminer
FEBRUARY 24, 2020
Cultivating a productive call center environment involves optimizing many different facets of its operations. From facility design to computer systems and software integrations, all aspects of your call center that impact its internal atmosphere can affect employee performance. The power your call center environment has over your staff’s overall level of productivity cannot be overestimated.
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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.
Beyond Philosophy
FEBRUARY 27, 2020
The wealth of information within academia and doesn’t get used by business is amazing. I blame their naming. Academics have great information, but a terrible naming skills. . Take Hyperbolic Discounting (please!), a significant psychological concept that plays into many decisions we make, that we discussed on a recent podcast. You might think the term describes super-exaggerated markdowns, but it doesn’t. .
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Ambs Call Center
FEBRUARY 26, 2020
When purchasing a new service or product, one of the first considerations that comes to mind is price. With price comes value, and everyone wants to maximize their value. While Amazon has spoiled us with the ability to find the cost of almost anything, the cost of business services such as answering phones are harder to grasp.
Contact Center Pipeline
FEBRUARY 25, 2020
Daylight Saving Time (DST) starts in spring. That’s when we have to wake up earlier because the clocks shift forward one hour. Standard Daylight Time returns everything to normal in the fall. Forecasters can use this information to build a high-performing time-of-day arrival model. The easiest way to deal with Daylight Saving Time turning on […].
Upstream Works
FEBRUARY 26, 2020
Why Seamless CX Matters More Than Ever. At face value, providing seamless customer service should be the goal of every contact center. With so many technologies to manage, along with rising customer expectations, this can be harder than it seems. By extension, the easier you can make this look to the customer, the better the outcomes. However, this requires orchestration across your entire contact center operation.
Strategic Contact
FEBRUARY 26, 2020
Business continuity and disaster recovery (BC/DR) – a.k.a., contingency planning, business continuity management, and business recovery planning – can weigh on CC leaders’ minds. All too often, developing plans and putting resources in place doesn’t make it to the top of the “to do” list or score a “win” in the battle of the budget.
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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.
Toister Performance Solutions
FEBRUARY 27, 2020
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. My friend, Sarah, is a baker. She's taught me that baking is all about precision. You have to follow the recipe precisely to get the expected result.
ShepHyken
FEBRUARY 28, 2020
This week we feature an article by Eric Melchor, founder of Elevate My CX. He shares a story about a salesperson who performed a technique that even surprised a renowned social psychologist. If you’re a Customer Experience specialist, you might think that salespeople are not the kind of role models to get customer care tips from. In fact, you’re probably telling yourself – “Salespeople?
Contact Center Pipeline
FEBRUARY 28, 2020
February may be short on days, but not on thoughtful content from our expert authors. Our top 5 most-read posts for the month ranged in topics from an inspiring personal journey of career growth, the value of relationships and CX lessons learned; a look at the industry’s consolidation trend, the rule of 150 and impact […].
Callminer
FEBRUARY 23, 2020
Here are 9 best practices you can implement right now in order to keep your call center environment both welcoming and productive.
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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.
ProProfs Blog
FEBRUARY 28, 2020
When you want to buy a new phone, you’ll go for Apple if you need a good camera, you’ll go for One+ for speed etc. This is what brand awareness does, it not only affects the decisions of the customers, but it also creeps into the lifestyle. . A majority of B2B marketers today focus on enhancing their marketing strategies on a daily basis. Yet, sometimes, marketers overestimate their marketing and branding efforts.
ShepHyken
FEBRUARY 26, 2020
Want to engage and connect with your customers more effectively? Then listen to what Matt Gillin, the co-founder and CEO of Relay Network , has to say. I had a chance to interview Matt for my Be Amazing or Go Home TV show, and he shared specific insights on how to improve the customer experience. In Matt’s words, “The world is now on-demand and highly personalized.
Contact Center Pipeline
FEBRUARY 26, 2020
If her life had followed an expected path, Annette Franz would have spent the past 27 years pursuing a career in veterinary medicine. But an aversion to chemistry (“my kryptonite,” she jokes) and a love of numbers, analysis and writing led her to the world of consumer research. It was a perfect fit. Studying customers’ […].
Callminer
FEBRUARY 25, 2020
Read how Robotic process automation works, our best practices for implementing RPA, and tips for overcoming common challenges faced during implementation.
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!
TechSee
FEBRUARY 25, 2020
Whether rigging up a home entertainment system, setting up a new printer or syncing a new smart device with its app, many consumers find it difficult to complete the product self install process. Traditionally, they have then had two choices: Call customer service and wait until an agent can (hopefully) assist, a prospect that 70% of consumers rate as worse than a visit to the dentist.
ShepHyken
FEBRUARY 25, 2020
Be the Disney of Your Industry. Lessons from Disney to Improve Your Customer and Employee Experiences. Shep Hyken interviews Teri Yanovitch. They discuss her experience as a Disney employee, their hiring process, and the customer service takeaways that can be applied to any organization in any industry. Top Takeaways: It’s neither luck nor magic that creates success (though those can certainly help)—it’s hard work.
Concentrix
FEBRUARY 25, 2020
Concentrix Ranks #58 for Training and Development Concentrix’ deep investment in its staff has landed it on Training magazine’s Top 125 for the third consecutive year, ranking 58 for 2020. Training, the leading publication for Learning and Development professionals, determines rankings by assessing a range of factors like financial investment in staff development, the scope of.
GetFeedback
FEBRUARY 27, 2020
So you’ve taken the time to listen to customers in order to understand the experience they’re having with your brand.
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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.
Genroe
FEBRUARY 24, 2020
I am often asked, What is the best way to develop and implement strategies to increase customer value? From a customer perspective, there are only two ways to drive business value: Customer Acquisition and Customer Retention. Acquiring new customers is the focus of other posts but if we want to increase the value of our […]. The post The Only 3 Strategies that Increase Customer Value appeared first on Genroe.
ShepHyken
FEBRUARY 24, 2020
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. Customer service drives loyalty for Amazon-owned Zappos by Tabitha Cassidy. (Digital Commerce) The recently revamped VIP program Zappos launched has helped the Amazon-owned retailer build stronger customer loyalty and increase conversion.
UJET
FEBRUARY 24, 2020
There’s a saying: jack of all trades and master of none. The meaning behind this is that a person has knowledge of a variety of subjects and skills, but might not be an expert in any of them. So while that person can speak about a subject, they are not necessarily the best source available to dive deep into the matter at hand. This phrase can be applied to numerous industries and roles, however, when discussing customer support agents, it can be even more relevant.
Concentrix
FEBRUARY 28, 2020
Recognizing our Innovative CX Solutions Concentrix won five awards at the 2020 Stevie Sales and Customer Service Awards in Las Vegas on Feb. 28. These awards are an international competition recognizing excellence in disciplines crucial to business success. More than 2,600 nominations from 48 countries were evaluated across organizations of all sizes and industries this.
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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.
GetFeedback
FEBRUARY 26, 2020
The four major activities that must be undertaken after CES feedback is received by the company.
Totango
FEBRUARY 25, 2020
A successful organization operates in much the same way as a prestigious orchestra. Both are made up of individuals with a specialization—say, playing the clarinet or managing a Customer Success team. While individual success is important in both cases, you also need overall harmony. Just as the individual musicians and sections of an orchestra must work well together to make good music, the employees and departments of an organization must work well together to do good business.
Cyara
FEBRUARY 27, 2020
Next month in Melbourne, Cyara is hosting Xchange 2020 Roadshow, a premier one-day event generously sponsored by our partners and friends, including Amazon AWS , Genesys , and Cloudwave. The schedule is packed full of valuable presentations, networking, panel discussions, and demos. We’re inviting customers, prospects, and thought leaders who are driven to build better customer experiences faster – and that includes you!
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