Contact Center Pipeline
SEPTEMBER 22, 2020
Knowledge management (KM) has become an important part of a contact center’s tech stack. In fact, according to Contact Center Pipeline’s 2020 contact center trends survey, of the top 20 challenges, “lack of, or bad desktop tools” (KM being one) ranked second. In that same survey, of the top 20 priorities, “improving knowledge access” ranked […].
CustomerServ
SEPTEMBER 21, 2020
The decades-long debate comparing work-at-home vs. on-premise call center agents is a front-and-center topic today. Our industry is nearly six months into the workplace changes brought on by the coronavirus, and we are still adjusting to the current state of things. Many companies managed the sudden shift to work-at-home with few difficulties, while others are still struggling to overcome challenges, particularly with staffing, training, agent engagement, collaboration and attrition.
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AnswerConnect
SEPTEMBER 23, 2020
Businesses set up their voicemail to give people a response. But guess what voicemail says? “I’m unavailable to respond.” In. Continue Reading → The post The Voicemail Paradox Is Slowly Killing Voicemail appeared first on AnswerConnect Blog.
Beyond Philosophy
SEPTEMBER 19, 2020
I heard a new term that I think has the capability of being the next wave of change in business today. Customer Science. ‘ Customer Science’ is the fusion between technology, behavioral science and data. This new concept is forming now, making this an exciting time for all us interested in customer-driven growth. This episode of The Intuitive Customer explores this nascent concept of Customer Science and what it could mean to organizations seeking customer-driven success.
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Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.
ShepHyken
SEPTEMBER 23, 2020
Much of my life is spent traveling. Lately, I’ve been home more than usual, along with most other people in the era of COVID-19. When I am home, I play hockey three or four times a week. This is hardcore cardio training with some friendly competition worked in, which makes for an exhilarating workout. Before we go further, you should know this isn’t a super-competitive league.
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
SEPTEMBER 24, 2020
There are many “facts” in business and countless quotes and statistics are tallied-up each year. Two staple examples are “The customer is always right” and “It’s more expensive to acquire a new customer than to keep an existing one”. These are certainly true. But for me, this is… Customer Service Fact #1. I realize that my paycheck comes from the customers who buy my product or service.
Beyond Philosophy
SEPTEMBER 24, 2020
So, what is Customer Science? Like any embryonic change, Customer Science is evolving and emerging, like Customer Experience did over the years. In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. These individual parts are not new, but their integration under one concept is— and it can make a massive difference in customer-driven growth.
ShepHyken
SEPTEMBER 25, 2020
This week we feature an article from Gladly, a customer service platform. Learn how to best prepare your contact center for the holiday season. As the holidays fast approach, many companies are starting to think about how to maximize efficiency within their contact centers. But how can you stay efficient and drive revenue while still delivering radically personal customer service?
Contact Center Pipeline
SEPTEMBER 24, 2020
Contact centers are complex and unique businesses. Some are five agents strong while others employ thousands. And while each contact center has its own business strategy and objectives, one common goal spans the industry: keeping customers happy. In a service-based economy, positive customer interaction is more important than ever. According to a Blackhawk Network study, […].
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TechSee
SEPTEMBER 22, 2020
Field service organizations in 2020 are challenged to continue providing the service excellence their customers expect while minimizing human contact. Many are meeting this challenge by tapping into the power of Augmented Reality (AR), which displays on-screen graphical information over a physical environment. AR is being used to boost field service efficiency by enabling remote technicians to guide their customers through many issue resolution processes, and by providing remote expert support t
CCNG
SEPTEMBER 23, 2020
The question is simple but the answer may be complex. Do your customers view you as an organization that is easy to do business with? This is at the essence of what customer experience is all about. Our ability to deliver on our brand promise and customer expectations. Customer Experience is the end-to-end interaction that customers have with us from being a prospect to buying our products and services to paying for them and everything in between.
ShepHyken
SEPTEMBER 21, 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 Guide to Revenue Generation by Gladly. (Gladly) Turn your customer service department from a cost center into a revenue generator with these radically personal customer experience strategies from this guide.
Callminer
SEPTEMBER 23, 2020
Outbound call centers depend on skilled and well-trained agents as much as useful software to consistently meet business goals. Keeping an outbound call center operating efficiently means making the most of both the talent you have on hand and the tools you can afford to implement. Outbound call centers thrive only when agents can place calls with confidence, and confidence is borne of preparedness.
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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.
GetFeedback
SEPTEMBER 20, 2020
Adapt your CX program to COVID-19 and continue to deliver great connected experiences.
ShepHyken
SEPTEMBER 22, 2020
The Right Way to Measure Amazing Customer Service. How to Create an Empathetic, Omnichannel Service Experience. Shep Hyken interviews Jerry Campbell , Head of Customer Experience and Social Engagement at 7-Eleven. They discuss how to improve customer service in a rapidly changing digital world by focusing on human connection, diversity and inclusion.
Callminer
SEPTEMBER 22, 2020
To help your outbound calling operation overcome typical obstacles, we’ve rounded up this selection of immensely useful tips.
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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.
ProProfs Blog
SEPTEMBER 24, 2020
In today’s day and age, offering proactive and solution-oriented customer support has become essential. Companies that are not able to provide state of the art customer support don’t grow at the same pace as their competitors. That’s why every brand needs to understand the importance of customer experience and how to leverage the collected customer feedback to continually improve it. .
Customer Service Life
SEPTEMBER 24, 2020
Image by Gerd Altmann from Pixabay. I’ve written and spoken extensively in the past on whether or not quality scores are essential to contact center quality assurance. You can read a whole lot about this topic here and read the opinions of 14 contact center professionals here. Now for the honest truth about the scoreless QA discussion. While I’ve spent a lot of time working with contact center teams on quality assurance, I, myself have not actually done a quality evaluation and coached an agent
SharpenCX
SEPTEMBER 25, 2020
Earlier this year, I fought for seven months to get an issue resolved with a customer service team. Every couple of weeks, I’d muster up the energy to call the same number and wait on hold until someone answered. Nearly every time I called, I spoke with a different agent. I’d have to start from the beginning of my story and walk each agent through my dilemma.
Fonolo
SEPTEMBER 22, 2020
Gen-Z’s expectations of technology are far higher than previous generations. If you don’t start implementing these essential four technologies into your business, you’re going to have serious trouble connecting with this generation of digital natives. Gen-Z Expects More from Technology than Previous Generations. If they’re anything like Millennials, you can expect Gen-Z to rock incumbent corporations and further disrupt big industries.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
Talkdesk
SEPTEMBER 21, 2020
A few years ago, a marketer named Scott Brinker coined the term Martec’s Law to explain the dissonance between technology’s exponential rate of evolution and the slower pace at which organizations change. The result? A gap that widens over time until companies fall so far behind that they need to completely overhaul their technology stack in order to support modern operational needs.
TELUS International
SEPTEMBER 21, 2020
Working remotely has its fair share of challenges. Discover key strategies to inspire and engage your employees and keep your corporate culture going strong.
Eptica
SEPTEMBER 23, 2020
Date: Wednesday, September 23, 2020 Author: Guest author: Martin Hill-Wilson Guest Post: Emotive CX for Customer Interaction. Published on: September 23, 2020. Author: Guest author: Martin Hill-Wilson Thanks to increased focus and investment in customer experience companies are now improving outcomes when it comes to dealing with customers and reducing the effort involved.
Win the Customer
SEPTEMBER 21, 2020
The right marketing strategy for your e-commerce store can help you build brand awareness, drive customer loyalty, and ultimately increase online sales. Shopify is the ultimate e-commerce solution supporting more than 600,000 businesses in about 175 countries. Its popularity can be attributed to several reasons-it’s quick and easy to use, affordable, offers customization, ready designs, and is extremely customer-friendly.
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Talkdesk
SEPTEMBER 23, 2020
Now that your teams have successfully transitioned and adapted to a work-from-home (WFH) routine, it’s time to consider new strategies to keep business operations running smoothly. One of the primary concerns in a WFH environment is information security. 75% of IT leaders say employees have put data at risk in the last year. Another survey has shown that 62% of Wi-Fi related security incidents happen when employees use networks in public spaces.
Fonolo
SEPTEMBER 24, 2020
There’s a golden opportunity for credit unions in the next five years, but only if they act fast. With the rise of P2P lending and socially responsible investment, it’s clear that consumers are looking for alternatives to big banking institutions. Credit unions typically have much higher customer satisfaction scores compared to other financial institutions.
Ansafone
SEPTEMBER 23, 2020
In the healthcare industry, knowing and abiding by the HIPAA regulations is of utmost importance for the patients and for the healthcare practitioner. The Health Insurance Portability and Accountability Act, commonly referred to as HIPAA, and its extensive requirements are designed to protect the importance of patient privacy. HIPAA was enacted in 1996 and was … What HIPAA Compliance Means To Your Business and Your Clients Read More ».
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