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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
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.
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 […].
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.
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.
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.
a fancy resume is just not enough. This is it. This is the one. We’ve finally found someone with a good resume, hot damn. Look at it! Let’s call her up for an interview. Then someone says, Wait, does she have customer service skills? What do you mean? Just look at her resume. I don’t care what her resume says, does she have the skills we need to properly take care of our customers?
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a fancy resume is just not enough. This is it. This is the one. We’ve finally found someone with a good resume, hot damn. Look at it! Let’s call her up for an interview. Then someone says, Wait, does she have customer service skills? What do you mean? Just look at her resume. I don’t care what her resume says, does she have the skills we need to properly take care of our customers?
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. .
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
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 […].
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.
Customer satisfaction surveys come in several forms, ranging from one question to many, and different types of surveys have different purposes and questions.
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.
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.
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 […].
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.
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.
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.
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.
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.
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.
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. .
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.
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.
Are you ready for a months-long sale? We’re certainly ready to bring you one. Our End of Summer Cleanup is here! Each of the coming Fall months will have their own deals related to our Dash Business Phone System and its accessories. Begin this month with discounts at all levels of our phone system. Save in October on our integration with Zapier. And close out the season with special pricing on desk phones, conference phones, and other essential hardware.
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!
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.
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.
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.
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.
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.
We catch up with CustomerCount WRAP partner John Locher, the ideal professional to educate our marketplace about the feedback and survey tools we provide. Continue reading → The post John Locher – WRAP partner and timeshare Olympian appeared first on CustomerCount.
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