Working Solutions
FEBRUARY 19, 2019
Delivering a superior customer experience (CX) in an era when customers are savvier than ever, and the number of communications channels increasing seemingly overnight, is no easy task. And compounding this challenge is the fact that, today more than ever before, customers are demanding fast and satisfying access to information and responses to inquiries.
TELUS International
FEBRUARY 20, 2019
Discover the growing link between data ethics and excellent customer experience, along with key strategies for building consumer trust.
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Relay Blog
FEBRUARY 19, 2019
Whether yours is a large national business or small scale firm, there is little doubt. The post Need Help With Your Help? You Might Need an IT Ticketing System appeared first on Relay.
Beyond Philosophy
FEBRUARY 19, 2019
Organizations cannot afford to be operationally driven. A Customer Experience focus is a necessity of survival in today’s hyper-competitive and disrupted retail market. That said, not every organization realizes this fact yet, which I find disappointing. I was talking to the C-Suite of a retailer (who shall remain nameless) about Customer Experience.
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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.
ShepHyken
FEBRUARY 22, 2019
This week we feature an article by Stacy Sherman who reminds us that brands must not compete on price alone and shares a great story to illustrate this point from Stacy’s Pita Chips. – Shep Hyken. My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. I was not anticipating the delivery of a large box with a label that said, “ To Stacy, From Stacy.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Steve DiGioia
FEBRUARY 18, 2019
While celebrating my daughter’s 20th birthday at a local steak restaurant – yes, the chicken finger & fries meals are a thing of the past, I was reminded that great service and experience doesn’t happen by accident. There must be a series of steps planned for and actions taken to allow for great service. Here is my list of 5 things you need to know about great service.
Beyond Philosophy
FEBRUARY 22, 2019
There is a big challenge when measuring customer emotions as you are asking customers how they felt in an experience, as this is done retrospectively, a while after they had the experience. Many times, Customers don’t remember how they felt or, for several reasons, they don’t want to tell you. Using technology, you can now measure customer’s emotions in real time!
ShepHyken
FEBRUARY 20, 2019
When it comes to taking care of customers, sometimes people go a little further than expected. When asked why, they often say, “It was the right thing to do.” There’s no incentive other than the desire to care for someone else. In a sense, that is what customer service is about. While we may be paid to do a job, sometimes doing something that is not required – and therefore not expected – is what the next level of a good customer service experience is all about.
Callminer
FEBRUARY 20, 2019
Not every contact center is set up to make it easy to be a true problem solver and provider of excellent customer service.
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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.
Peter Lavers
FEBRUARY 21, 2019
What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? I was delighted to be invited by IBM Watson to Think 2019 in my role as an IBM Futurist. Think is IBM’s flagship conference designed to deliver all the technical training, strategic expertise, and impactful lessons that a company needs to compete in today’s changing world.
Contact Center Pipeline
FEBRUARY 19, 2019
The contact center environment can be hectic—you probably have don’t have much time or patience for a third-party outsourcer telling you how to “transform” your call center operations. Right? You’re thinking: “Give me a break. I’m hard-pressed just to staff the third shift, much less transform it.” I get it, having run brick-and-mortar call centers […].
ShepHyken
FEBRUARY 19, 2019
Are Rating Systems Skewed? How to Get the Most Out of Your Customer Feedback. Shep Hyken interviews Martha Brooke. They discuss common rating systems implemented by many companies, the faults and flaws of these systems, and ways to improve the feedback process overall. In Shep’s Opening Monologue… He talks about the best ways to handle negative online reviews.
Nextiva
FEBRUARY 19, 2019
The quality of your customer service can make or break your business. According to American Express, one-third of Americans would consider switching providers after just one bad customer service experience. That’s right. One bad customer service conversation can be fatal to your business. It shouldn’t be a surprise. Chances are, you’ve been on the receiving […].
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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 22, 2019
A Forrester report highlights increasing customer retention by 5% can increase profits by up to 95%. Loyal customers spend about 30% more with brands than new customers. An investment to increase retention by 5% is surely a worthy business investment. For effective customer retention, a focused and dedicated approach needs to be kept in mind. And, a well-designed loyalty program can act as a profitable investment and reduce the likelihood of customers going to your competitors.
Contact Center Pipeline
FEBRUARY 21, 2019
With nearly 300 participants, Strategic Contact and Contact Center Pipeline proudly report the findings from our fourth annual Challenges and Priorities Survey. Here are a few highlights to whet your appetite. Top Contact Center Challenges The top half of our list of challenges is dominated by technology and frontline staff items. The perennial inter-departmental strategic […].
ShepHyken
FEBRUARY 18, 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. Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. (Forbes) As the CTO of a company that streamlines customer care operations, I’ve seen firsthand how fast access to products and services, combined with seamless processes wit
Peter Lavers
FEBRUARY 20, 2019
Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Dimension Data recently released their latest Customer Experience report. As a recognised CX influencer they invited me to a Roundtable event to give me and others a sneak preview of the findings and the opportunity to meet and discuss the big issues with its researchers and authors.
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
FEBRUARY 18, 2019
Customer retention, customer loyalty, customer engagement, phew, these words are all I read about these days. One thing that tends to link all these factors together is Net Promoter Score or NPS. Ask any customer support expert, and they’ll go on about how good NPS is and how companies are adopting it and using it to their advantage. But for a beginner like you and me, how does NPS benefit.
Contact Center Pipeline
FEBRUARY 20, 2019
Step up to the firing line! Ready, fire, aim… whoops! Isn’t it “ready, aim, fire”? Well, traditionally speaking, yes. The objective at the firing line is to prepare the firearm, take aim, and THEN fire, check the target for accuracy, evaluate the performance of tool and skills, and readjust to improve target contact. This is […].
TechSee
FEBRUARY 19, 2019
As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. One of the keys to innovation in this area is self-service technologies that enable customers to quickly and conveniently resolve problems on their own, especially from their mobile devices.
Eptica
FEBRUARY 19, 2019
Date: Wednesday, February 20, 2019 Author: Guest author: Shep Hyken Earn Your Customers’ Trust, And Loyalty Will Follow. Published on: February 20, 2019. Author: Guest author: Shep Hyken Do your customers trust you? How do you even know if they do, and why is it important? On a very basic level, people want to do business with other people that they know, like and trust.
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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
FEBRUARY 21, 2019
After all the hard work, money, and time; you finally packed up your long-awaited event, and it was probably the best moment of your life but was it the same for your audience or attendees? You might believe that your event met your expectations, and everything had gone as you had hoped, but what’s more important is how your attendees feel about it.
Taylor Reach Group
FEBRUARY 22, 2019
. Written by Garry Schultz . Hafeez’s cartoon is fashioned on a Like all Goldberg machines, if you take the time to follow the flow, it does work. The question is, “But, is it worth the effort?” The Goldberg machine suggested a complaint often heard in Contact Centers – “thanks for the fix but it’s too complicated.” Enter Customer Effort Score (CES) and its applicability in a well-crafted Customer Journey.
PeopleMetrics
FEBRUARY 20, 2019
The following is an excerpt from Listen Or Die by Sean McDade, P hD. Ten-plus years ago, market research firms offered what was called customer satisfaction tracking, or CSAT for short. Usually on a quarterly basis, they would utilize large telephone interviewing centers for a week or two, calling customers and asking about overall satisfaction levels (usually not most recent experiences).
Fonolo
FEBRUARY 20, 2019
Think a crisis will never happen to your brand? Think again. 2018 proved that reputation-damaging blunders are more prevalent than ever, their devastating effects amplified by the related complaints and commentary buzzing on social media. From Hawaii’s fake missile crisis to the death of a French bulldog aboard a United Airlines flight, many organizations have recently found themselves on the defensive, doing their best to mute negative conversations surrounding their brands.
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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.
ProProfs Blog
FEBRUARY 21, 2019
Let’s assume you’ve got the perfect product; you’ve thought about a well-funded marketing campaign. However, your campaign proves to be unsuccessful after the launch, because it doesn’t resonate with your target audience. It’s a pretty scary thought, isn’t it? To avoid scenarios like these, companies spend a fortune conducting market research and focus groups.
Nexmo
FEBRUARY 19, 2019
Introduction In a previous tutorial, we showed you how to Receive a Phone Call with Java and respond using text to speech. We can also allow users to leave a message and then retrieve that recorded message. Prerequisites To work through this tutorial, you will need a Nexmo account. Sign up now if you don’t […]. The post Record a Phone Message with Java appeared first on Nexmo.
Taylor Reach Group
FEBRUARY 19, 2019
Are You Listening to the Canaries in Your Customer Experience Coal Mine? By: Colin Taylor. The call center or customer service department has long been call the ‘canary in the coalmine’ for its ability to provide early identification and diagnosis of problems and issues impacting the satisfaction of customers. Despite of numerous warnings most organizations don’t change, but rather convince themselves that ‘friction-less’ service is too difficult, expensive or just simply isn’t needed.
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