CrazyCall
JANUARY 31, 2019
Welcome to Part 4, the last, but certainly not least piece of our 4-part blog series on the key call center metrics that will help you gain powerful insights into the performance of your sales and customer calls. In Part 1 and Part 3 we’ve told you about 10 most crucial inbound call center KPIs you can monitor daily, weekly or track over a specific period of time.
DigitalGenius Blog
JANUARY 29, 2019
We’re living in a moment of expectation and promise, but also of deep anxiety, for what AI, automation and robotics will bring to our lives and to society as a whole. Questions on fundamental changes in the quality of, and access to, work are both challenging and commonplace, and have been acutely manifested in western politics. Disruption, hand-ringing and displacement are inevitable, pitting the interests of society and businesses into conflict.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ChaseData
JANUARY 28, 2019
We all like to think our employees are doing the most that they possibly can with their paid time, but are your call center agents really making the best use of theirs? It can be difficult to determine whether they are – but in most call centers, there is always room for improvement when it comes to agent productivity. Here are some call center agent tricks to help your staff make better use of their time and boost call center productivity - without sacrificing employee satisfaction.
ShepHyken
JANUARY 30, 2019
“Please stay on the line to answer a short, one-question survey at the end of this call.”. That’s what I heard just before the agent picked up the phone to help me. Just a one-question survey? Sounds short enough. Sure, I’ll give them an extra minute of my time. So after the call, I stayed on the line. What came right after the call was the promised simple question.
Advertisement
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 1, 2019
Psychological theories help explain why people do what they do. As customer experience consultants we believe when you are working on a Customer Experience strategy psychological theory is crucial to understanding the behavior of your customers. However, psychology is unlike other sciences; it isn’t exact. In fact, you might have to consider much of what psychology tells us is provisional, an impermanent hypothesis that explains what many people do most of the time.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Myra Golden Media
JANUARY 28, 2019
Every week I silo for three uninterrupted hours to invest in myself. For this self-improvement exercise, I’ve attended a webinar, read a book, watched a Ted Talk, or sat with a mentor over coffee. If I’m in my office during this three-hour window, my phone is on Do Not Disturb and my inbox is paused. Two weeks ago I sipped Syrah and read one of the best communication books I’ve ever read.
ShepHyken
JANUARY 28, 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. What Do Customers Really Think Of Your Brand? by Athina Mallis. (Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold.
Beyond Philosophy
FEBRUARY 1, 2019
Psychological theories help explain why people do what they do. As customer experience consultants we believe when you are working on a Customer Experience strategy psychological theory is crucial to understanding the behavior of your customers. However, psychology is unlike other sciences; it isn’t exact. In fact, you might have to consider much of what psychology tells us is provisional, an impermanent hypothesis that explains what many people do most of the time.
TechSee
JANUARY 29, 2019
Samantha is preparing for a party she’s hosting this weekend. She’d like to purchase a standalone freezer so she can cook in advance. Between carpool, the dry cleaners’ closing time, and the dog’s appointment at the vet, there is simply no time to hit the stores, or browse through a myriad of online options. Samantha takes 30 seconds to snap a photo of her available space and uploads it to the snap-to-purchase app.
Advertisement
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.
Myra Golden Media
JANUARY 30, 2019
If you go to a restroom stall and stand with your hands on your hips and point your elbows outward and hold that position for two minutes, you’ll perform very well in stressful situations. Like when you talk to an employee about a performance problem, or when you go into a big meeting without all the answers you need. Sounds crazy, I know. We go live with scene one in less than seven minutes.
ShepHyken
FEBRUARY 1, 2019
This week we feature an article by Dawn Gucciardo who took my model of Six D’s to Creating a Customer-Centric Culture and applied it to developing and implementing a CRM software. – Shep Hyken. Shep Hyken believes customer centricity must start on the inside, with your employees. Guess what? The same goes for developing and implementing a CRM software!
Contact Center Pipeline
JANUARY 30, 2019
I hope you are as excited as I am to dive into the results from our fourth annual survey, with nearly 300 participants sharing their top three challenges and priorities. We maintain our list of options with minor tweaks based on market and industry evolution, as well as past input, so we can look at […].
Lumoa
JANUARY 29, 2019
What is personalized customer experience and how to build it? Learn from the best customer-centric companies about the importance of customer experience personalization.
Advertisement
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
JANUARY 31, 2019
Generating new business and growing your company is surely a tough task. Winning new business and then providing world-class customer service is surely not without its ups and downs. You do your best to build out a team—inside sales, outside sales, customer success—to get them to work as an efficient, customer-focused unit. You train them in how to deal with customers as part of your employee onboarding program.
ShepHyken
JANUARY 29, 2019
Thanks for Coming in Today. Taking Care of Employees So They Can Take Care of Customers. Shep Hyken interviews Ryan Minton. They discuss his new book, “ Thanks for Coming in Today ,” the hospitality industry, employee and customer appreciation, and the concept of aggressive hospitality. In Shep’s Opening Monologue… He discusses current trends in the digital customer service world.
Peter Lavers
JANUARY 30, 2019
Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about. Dimension Data recently released their latest Customer Experience report , and as a recognised CX influencer they gave me a sneak preview of the findings and the opportunity to meet and discuss the big issues with the researchers and authors of the report.
Contact Center Pipeline
JANUARY 29, 2019
Valentine’s Day is around the corner. If you’re thinking of taking your team to lunch or bringing in heart-shaped cupcakes, go for it: It’s a nice gesture. But don’t think your work is done… far from it. Loving your employees is an all-year-long endeavor and it involves a lot more than saying, “Thanks” or “I […].
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!
ProProfs Blog
JANUARY 31, 2019
Isn’t it overwhelming to see a backlog of customer emails when you log in? Don’t you want to reduce and manage your customer support queues? If yes, it’s time you make a few prudent decisions. More than ever, it is critical to offer exceptional service to your customers. Before we delve into this blog, let us learn about a few interesting facts from across the globe: Data source: Fonolo. 62% of consumers switch service providers due to poor customer service. 13 percent of unhappy customers sprea
GetFeedback
JANUARY 28, 2019
The results from Net Promoter Score (NPS) surveys are the most underutilized tool in business. Okay, it’s a bold statement, but the potential locked up inside your NPS survey results is huge. From telling you that the majority customers are extremely annoyed with your new website design to predicting that your customers are about to switch to your closest competitor, there are so many valuable insights that are lost if you’re only looking at your NPS as a number. .
Nextiva
FEBRUARY 1, 2019
The post The Ultimate Business VoIP Phone System Buyer’s Guide appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.
Fonolo
JANUARY 31, 2019
We open in the year 2019. It’s a challenging time for customer service executives. Customer expectations are higher than ever … and competition is stiff. Roughly 82% of customers are willing to leave a brand because of poor customer service. The protagonist prepares for a long journey through the customer service galaxy. The goal is simple: To provide customer support executives with the insights they need to meet the expectations of their customers in 2019 (and beyond).
Advertisement
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.
Aspect
JANUARY 28, 2019
Between Black Friday and Cyber Monday in 2017, a top DNA testing kit company sold approximately 1.5 million kits, and more than 10 million people have used to kits to have their DNA tested according to news reports. With many companies offering discounts during Cyber Week last year, one could assume that these kits were once again popular holiday gifts in 2018.
Vonage
JANUARY 30, 2019
It’s my favourite webinar of the year – our most popular and great fun! This year we had registrations from New Zealand to New York in order to share views on this year’s predictions. Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record. Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream.
Nextiva
JANUARY 29, 2019
Are you thinking about becoming an IT Manager? Great news! The demand to be on the IT Manager career path is continuously growing by up to 15% every year. Stepping into the technology industry gives you job security and the opportunity to work on innovative projects that are ever changing. However, the IT Manager career […]. The post IT Manager Career Path: The A-Z of Being on This Career Track appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Bl
Concentrix
JANUARY 29, 2019
Banking Frontiers Awards Concentrix for Technology Innovations Mumbai, India – Concentrix shined once again as one of the key innovation leaders in BFSI sector by bagging two Technoviti awards for our Trade Finance and Supply Chain Finance products, TradeFree™ and Factorin™. The organizers of these awards, Banking Frontiers, have been facilitating the spread of excellence in.
Advertisement
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.
Contact Center Pipeline
JANUARY 31, 2019
A cold, dark January has translated into more time spent reading industry blogs. Pipeline readers kicked off the new year by browsing forward-looking topics on technology, customer service trends, the supervisor’s role, tackling absenteeism and how to deliver bad news. What to Do When Your IVR Goes Out of Support As some folks gaze into […].
ProProfs Blog
FEBRUARY 1, 2019
How do you figure out what your customer wants? How do you anticipate their evolving needs? Well, one of the best tools to figure out that is sitting right in your hands! Social media has quickly grown up to become the best tool to gain a clearer picture of what consumers want. It allows you to tailor content and broadcast messages with a targeted segment in mind.
Fonolo
JANUARY 29, 2019
We have 17 gifts for you today, or rather, 17 intriguing facts about call centers! You may know a few of these already, but trust us: It never hurts to revisit some of the pivotal advancements, trends, stats, and interesting facts that have made waves in the call center industry (both past and present). With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-power
Expert insights. Personalized for you.
53 
Let's personalize your content