Customer Service Life

SEPTEMBER 4, 2019

Image by Ray Shrewsberry from Pixabay. This article was originally published on the ICMI Blog on July 18, 2019. Click here to read the original post. When I took a job where I would direct quality efforts for an organization almost exactly four years ago, I must confess that I knew I had a lot to learn. While I was (and am) deeply passionate about awesome customer service, the act of creating a quality form and randomly monitoring a set of customer interactions was still a necessary evil when it

Journey mapping 69

Journey mapping Coaching Contact Center Customer Experience 69

TechSee

SEPTEMBER 3, 2019

As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. After all, the costs of operating a physical contact center are immense, and the challenges of training , motivating and retaining staff remain major pain points for all B2C organizations. As more companies embrace the possibilities offered by cloud-based infrastructure, the pros of employing a distributed workforce are now beginning to outweigh the cons.

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Contact Center B2C Self service Contact center software 84

Contact Center Pipeline

SEPTEMBER 4, 2019

The percentage of people working from home has grown exponentially in recent years. New technologies make it so much easier for remote workers to perform their tasks. Creating an environment of collaboration can improve the performance of individuals and teams who don’t work face-to-face. It can also increase worker retention and enhance a caring culture […].

Technology 133

Technology Contact Center Call Center 133

Beyond Philosophy

SEPTEMBER 2, 2019

Do you know what drives me mad? When organizations talk about loyalty, what they mean is, “the customer gives me all of their business.”. Customers giving you all their business isn’t customer loyalty on its own. They could give it to you out of habit , or because you are a monopoly. It could also be a product of their apathy. Customer loyalty is more than automatic or indifferent behavior.

Banking 352

Banking Accountability Customer Experience Consulting 352

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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

SEPTEMBER 4, 2019

Not long ago I was with my friend, Nelson Griswold. He shared with me a phenomenon he referred to as the de-evolution of a business. It can mean the beginning of the end for a business, and it usually comes as a result of not listening to the company’s customers. This pattern mirrors one found in the entertainment business—the four stages of an actor.

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Entertainment Feedback Customer Experience Customer Service 290

Callminer

SEPTEMBER 3, 2019

Customer satisfaction surveys come in several forms, ranging from one question to many, and different types of surveys have different purposes and questions.

Best practices 182

Best practices Surveys 182

Beyond Philosophy

SEPTEMBER 6, 2019

There is a difference between strategy and tactics when you’re trying to solve a business problem. Most people jump straight to tactics and implementation, because it is the concrete stuff, the stuff that we can start doing now. Too few business people step back and think about the larger strategy. However, strategy is essential to ensure that all your tactics are not a waste of time. .

Journey mapping 332

Journey mapping Consulting Consulting Customer Experience 332

ShepHyken

SEPTEMBER 6, 2019

This week we feature an article by Christina Lutrell about understanding the shifting consumer experience while maintaining your customer’s trust. As we know, consumer experience and expectations have changed rapidly in response to new technologies, market forces and security concerns. With an increasing number of high visibility data breaches every year and mobile playing a more prominent role in everyday transactions, consumers are not only becoming more aware and involved in protecting

Accountability 247

Accountability Technology Personalization Customer Experience 247

Contact Center Pipeline

SEPTEMBER 5, 2019

As I write this month’s message, I’m looking out the window at a beautiful, sunny day in Annapolis, MD. The Weather Channel is predicting a different story for our friends to the south over our Labor Day holiday weekend as they are in the bulls-eye of Hurricane Dorian. It makes me think of the important […].

Contact Center 133

Contact Center Call Center 133

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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

Callminer

SEPTEMBER 4, 2019

Here’s what you need to know to make smart use of business intelligence solutions.

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Beyond Philosophy

SEPTEMBER 6, 2019

How and Why We Stereotype People and Things. Stereotyping is not considered a good thing, certainly not in politically correct circles. However, our ability to do it is hard-wired into our brains, and it doesn’t only apply to people. We can stereotype an organization, too. Let’s say you need to name a type of business that is frustrating across the board.

Consulting 319

Consulting Consulting Marketing Customer Experience 319

ShepHyken

SEPTEMBER 3, 2019

Customer Centricity in Business. Building a Customer-Centric Company with Long-Lasting Value. Shep Hyken interviews Peter Fader and Sarah Toms. They discuss their new book, The Customer Centricity Playbook , and the “ Customer Centricity Manifesto ,” which teaches individuals and organizations how to build a customer-centric culture. The Interview with Peter Fader & Sarah Toms: A key term is CLV, which stands for “customer lifetime value.

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Customer centricity Metrics Analytics Marketing 247

Contact Center Pipeline

SEPTEMBER 6, 2019

Intradiem has been providing services to the contact center industry for almost 25 years. Contact Center Pipeline was thrilled to have the opportunity to talk with CEO Matt McConnell to learn more about the organization and workforce automation platform. Q. What makes Intradiem unique in the industry? Intradiem is the only company in our industry […].

Contact Center 113

Contact Center Technology 113

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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

ProProfs Blog

SEPTEMBER 5, 2019

Do you know that the world’s most popular and widely used content management system now powers 34% of all websites on the internet? Question is, why is WordPress so popular? Well, it is easy to use and business owners don’t require professional skills to set up their website on the popular CMS platform. But no matter how much ease it brings to a business owner, there are a few goals that everyone wishes to meet.

Customer Service 84

Customer Service Personalization Accountability Customer Support 84

GetFeedback

SEPTEMBER 2, 2019

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more. Our list of the top CX articles of 2019 covers all these topics and more. .

Customer centricity 84

Customer centricity Airlines Finance Technology 84

ShepHyken

SEPTEMBER 2, 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. The #1 Guide To Customer Experience Conferences in 2020 by Krishna Charan. (Feshdesk) To help you figure out which events to attend, we have curated a region-wise list of top customer experience conferences around the world.

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Customer Service Customer Experience Surveys Customer Support 222

Fonolo

SEPTEMBER 3, 2019

Build a deck. Outfit a room. Fill a prescription. Get a birthday card. Purchase a television. Scoop up school supplies. Order a couch. Snap up a subscription. Spend. Spend. Spend. Wash. Rinse. Repeat. In every facet of a customer’s life, there is at least some encounter with the retail space, an investment of their funds in DIY projects, in personal healthcare, in family activities, in leisure, or in bare necessities.

Call Center 86

Call Center Entertainment Healthcare Self service 86

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

Aspect

SEPTEMBER 4, 2019

Can you turn business insights into reduced operating costs? Yes! Speech analytics creates opportunities within your organization to uncover valuable insights by analyzing customer sentiment. This creates a positive impact to your bottom line, including: Reduced Quality Management Costs. Contact centers lack the time and manpower to evaluate a statistically significant random sample of agent interactions.

Analytics 85

Analytics Contact Center Quality management Coaching 85

InGenius

SEPTEMBER 3, 2019

A starting look at some popular industry terms surrounding computer telephony integration. If you're thinking of investing in a computer telephony integration (CTI) solution for your contact center to integrate the voice channel with your CRM, you will undoubtedly have come across several of the terms mentioned in this list. Though some are fairly self-explanatory, there are a few that require further explanation, especially if you haven't had any dealings with CTI software in the past.

Interactive Voice Response 83

Interactive Voice Response Call Logging CRM Journey mapping 83

UJET

SEPTEMBER 2, 2019

UJET leverages enterprise-grade compliance and security standards to secure its customers’ data. As part of our continuing effort to comply with GDPR and other data privacy and protection regulations, UJET has finalized its certification to both the EU-US Privacy Shield and the Swiss-US Privacy Shield. . When evaluating customer support solutions, it is critical that multinational companies understand that both company and customer data is being handled and protected in a safe and secure w

Enterprise 78

Enterprise Personalization Customer Support Accountability 78

OctopusTech

SEPTEMBER 4, 2019

Curious to know about Google Lens and Google VPS (Visual Positioning System) then you have landed into a perfect place. Here, is the glimpse of Google Lens and Google VPS (Visual Positioning System). Introduction. What is Google Lens? One of the Biggest announcement that GOOGLE made in 2017 was the launch of Google Lens, but that was primarily a Google Pixel-exclusive feature at launch.

Technology 81

Technology 81

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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.

NICE inContact

SEPTEMBER 4, 2019

As a large travel management company, Omega World Travel continues to break new ground operationally and in the CX it provides to customers, thanks in large part to its move to NICE inContact and the CXone cloud-native platform. The company continues to develop innovative applications, from integrating with its proprietary reporting platform, Omegalytics, to harnessing the power of CXone APIs to broadcast SLA performance through Amazon Alexa and other devices.

APIs 77

APIs Analytics Contact Center Technology 77

Transparent BPO

SEPTEMBER 3, 2019

Interview with Thom San Filippo, Vice President of Customer Service and Experience Design, Dow Jones Thom San Filippo Blocking and tackling. It’s a football term that refers to the unglamorous roles played by those on the offensive and defensive lines, which are critically important to the success of the team. It’s also a term used in business to describe the fundamental skills necessary to function well — and that includes the business of customer service in the contact center.

Contact Center 76

Contact Center Chatbots outsourcing Interactive Voice Response 76

Nicereply

SEPTEMBER 2, 2019

Homus Distractus: the all-too-familiar feeling of being easily distracted when working from the comfort of your home. Whether it’s kids asking for a snack, the pile of laundry staring at you from the floor or the gentle pull of Netflix… working from home comes with it’s own set of unique distractions. For me, my house is never cleaner than when I’m working against a deadline.

Customer Support 79

Customer Support 79

CustomerSuccessBox

SEPTEMBER 4, 2019

A few months back, I completed my 4th year in the Customer Success world. When I look back to the old me, I feel that I have learned a lot as a Customer Success Manager (CSM). Like all other roles, this one has its own challenges but there are a whole lot of fun bits too. There are days when you feel the Lord is testing your patience, but there are other ones which are oh-so rewarding.

SaaS 78

SaaS Accountability Best practices Finance 78

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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

Joe Rawlinson

SEPTEMBER 4, 2019

Ever had that moment where you’re working your fingers to the bone to follow all these marketing trends, building your email lists, publishing share-worthy content and basically rocking your customers’ world…. But then, when you look at the revenue and the money you put in, you think “Where did all the money go?” You get frustrated and fret that you’re doing all the wrong things.

Sales 68

Sales Advertising Marketing Personalization 68

GetFeedback

SEPTEMBER 2, 2019

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Companies are now.

Customer Experience 83

Customer Experience 83

Avoxi

SEPTEMBER 6, 2019

Request Demo Talk to an Expert Contact Us One of the key aspects of running a contact center is agent time management. And while most of your agents' time is spent on the phone, it's just as important to manage the time that your agents spend off the phone. As a provider of some of… The post How to Manage Call Center Agent Auxiliary Time appeared first on AVOXI.

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Call Center Management Contact Center Time management 72