ShepHyken

JANUARY 4, 2023

Happy New Year! We have an exciting year ahead of us. So much has changed in just the past three years. And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. I don’t often repeat content, but I’m going to share those predictions and trends here, in a revised and shorter format.

Customer Experience 353

Customer Experience Customer Service B2C Self service 353

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives. Traditionally, focus has been put on training agents to pro­ vide friendly, empathetic service, along with training on product and service information.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Nicereply

JANUARY 2, 2023

Regardless of the industry you work in , there’s common situations that every customer service agent will run into. Some of these situations can be difficult to find the right words for to get your point across, while still being polite. That’s why we’ve rounded up a list of 11 common customer service phrases you can employ to deal with difficult situations.

Customer Service 105

Customer Service Engineering Accountability Feedback 105

Beyond Philosophy

DECEMBER 31, 2022

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Bad leadership leads to bad Customer Experience. To have a great Customer Experience, you have to have great leadership. It reminds me of rabbits.

Consulting 221

Consulting Consulting Call Center Customer centricity 221

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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

HelpCrunch

JANUARY 6, 2023

In a world where customer experience is everything, brands must continually strive to make their services as customer centric as they can be. Walker’s report “Customer 2020” predicted that by 2022, price and product would [ … ]. The post How to Create Live Chat Survey Questions to Improve Customer Service appeared first on HelpCrunch blog.

Surveys 127

Surveys Customer Service Customer centricity Customer Experience 127

Contact Center Pipeline

JANUARY 3, 2023

Technology cycles come and go, but with cloud and digital transformation becoming so pervasive, the contact center space has never been poised for so much fundamental change. Legacy-based contact centers have long operated separately from the rest of the organization, using purpose-built technology, and managing customer-facing staff who had minimal interaction with internal employees.

Customer Service 147

Customer Service Contact Center Technology Management 147

FluentStream

JANUARY 4, 2023

Originally published by The Fast Mode Many believe outsourcing customer service is the obvious choice in today’s climate of cost-cutting and running a lean business. It’s considered less expensive, more scalable and easier to manage with an external call center. Read More. The post Employ (Don’t Outsource) the Customer Service Experience appeared first on FluentStream.

outsourcing 52

outsourcing Customer Service Call Center Management 52

Nicereply

JANUARY 4, 2023

Get ready for 2023! Set up a customer service strategy that works and saves your costs. Due to the unstable economic environment , the world is challenged with today, businesses will be looking toward optimizing their operational costs and reducing expenses in 2023. That will ultimately lead to customer service and support teams being pressured to ‘do more with less’ , as customer support is still seen as a cost center by many organizations.

Customer Service 59

Customer Service Self service Chatbots Surveys 59

Transparent BPO

JANUARY 5, 2023

Hint: Sticking a pin on a map is not the best option By Lance Hale, President, Transparent BPO There is a right way to determine the best location for your outsourced contact center. And then there’s the wrong way. The wrong way is to grab your elementary school globe atlas and stick a pin on […]. The post <strong>Identifying the Criteria for Your Ideal Contact Center Location</strong> appeared first on Transparent BPO.

Contact Center 62

Contact Center outsourcing Customer Service Customer Experience 62

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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

Beyond Philosophy

JANUARY 5, 2023

What do leadership and rabbits have to do with each other? Usually, not much. However, in the context of leading a team that needs to put the customer at the center of everything they do, I have a story that explains how they are. It turns out that a customer strategy that puts the customer at the center of everything you do requires letting your employees get comfortable outside the hutch.

Call Center 195

Call Center Customer centricity Consulting Consulting 195

Callminer

JANUARY 6, 2023

CallMiner's VP of Product Management, Bruce McMahon, shares highlights from the 2023.01 release, which empowers users to get the most out of the CallMiner platform and drive improved CX and outcomes.

Management 182

Management 182

ShepHyken

JANUARY 3, 2023

A Complaint is a Gift . Moving Customer Complaints from Frustration to Satisfaction. Shep Hyken interviews Janelle Barlow, award-winning customer service and experience speaker, consultant, and author of A Complaint Is a Gift: How to Learn from Critical Feedback and Recover Customer Loyalty. She shares how to empathetically transform a customer’s complaint into a positive and memorable experience.

Complaint resolution 165

Complaint resolution Consulting Consulting Feedback 165

Contact Center Pipeline

JANUARY 5, 2023

With the New Year upon us, the question I invite you to ask yourself is: What do I want to take with me in 2023? Visualize a suitcase – not a rollerboard that we could use as carry-on – but an old time suitcase (something similar to the old world map one pictured here). In […].

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130

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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

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well! Here we’ll discuss some best practices for designing effective surveys – everything from creating questions that elicit actionable responses, to logic-

Best practices 147

Best practices Surveys Metrics Construction 147

Eptica

JANUARY 6, 2023

Date: Friday, January 6, 2023 Author: Pauline Ashenden - Demand Generation Manager 2022 highlights from our customer service blog. Published on: January 06, 2023. Author: Pauline Ashenden - Demand Generation Manager 2023 promises to be a challenging year economically, directly impact customer service teams. What can we learn from 2022 as we set out strategies for the year ahead?

Customer Service 124

Customer Service Best practices Chatbots Marketing 124

ShepHyken

JANUARY 2, 2023

Each week, I read many 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 Loyalty Is Your Holy Grail for Success. Here’s How to Cultivate It. by Matt Bertram. (Entrepreneur) Customer loyalty is an essential source of revenue for any business.

Customer Service 165

Customer Service Customer Experience Sales Management 165

Contact Center Pipeline

JANUARY 4, 2023

Welcome to 2023! Our editor, advisory board and authors have done an amazing job of sharing with us their insights into the road ahead in 2023. As Sandrine says, “What we’re seeing already – and will see more of in 2023 – are no longer reactive operational changes but tailor-made, organized approaches that champion total […].

Contact Center 130

Contact Center Call Center 130

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

Taylor Reach Group

JANUARY 6, 2023

By Colin Taylor. As I look at the new and shiny year ahead, I wonder what delights and innovations and opportunities may lie ahead for Contact Center operations. . I think in many ways we will finally shake the post-pandemic hangover; we just need to take two aspirin and realize that what we have been dealing with for the past two years was really a realignment.

Contact Center 117

Contact Center Healthcare Consulting Consulting 117

Eptica

JANUARY 6, 2023

Date: Friday, Janvier 6, 2023 Author: Laurianne Merour - Digital Marketing Manager Centre de contact natif Teams : la nouvelle ère. Publié le: 06 Janvier 2023. Auteur: Laurianne Merour - Digital Marketing Manager Les agents apprécient les avantages de leur nouvelle connectivité améliorée. Depuis sa première version en 2017, Microsoft Teams a permis aux entreprises de réussir le passage du travail sur site au travail à distance.

APIs 117

APIs Coaching Contact Center Marketing 117

Quality Contact Solutions

JANUARY 5, 2023

We exist because the world is driven by sales. Think about it. Everything we have is tied back to a sale that was made from a conversation that was had, which all started by generating that first lead. Most businesses have a goal to grow and in order to do that, they need new leads and new opportunities. So, what’s the magic sauce? How can you get more leads and how can you make sure that your sales team is capitalizing on those leads?

Telemarketing 105

Telemarketing outsourcing B2B Scripts 105

kommunicate

JANUARY 5, 2023

Last Updated on January 5, 2023 A customer service chatbot has become a requisite for achieving great customer satisfaction. 60% of millennials prefer chatbots to have their queries addressed! While chatbots make a route to savings on customer support costs and valuable time, their interaction with your customers can also be a game-changer in the [.].

Chatbots 104

Chatbots Customer Experience Customer Service Customer Support 104

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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.

MiaRec

JANUARY 5, 2023

Are you frustrated that your agents ignore carefully defined call scripts and just "wing it," often making customer interactions longer than they need to be? Are you looking for a way to enforce script adherence across the board but simply lack the resources to listen to every call and score it for quality assurance ? If you answered yes, you are not alone.

Scripts 98

Scripts Contact Center First call resolution Quality management 98

ChurnZero

JANUARY 3, 2023

This is a guest article by Ali Cudby , co-founder and CEO, CXology , an e-learning platform and community that provides training, resources and peer-to-peer conversations. Customer Success is not a cost center. So why do companies see it that way more often than not? Here’s the usual story: Company prides itself on being “sales driven.” The sales team is credited for winning revenue, while the Customer Success team is expected to retain the revenue.

Sales 98

Sales Engineering Best practices Government 98

Toister Performance Solutions

JANUARY 5, 2023

Who is to blame for poor customer service? You can probably make a list of things that make it difficult to keep your customers happy and coming back again and again: Defective products anger customers and make service a chore. Bosses often fail to adequately communicate, train, or coach. Unfriendly policies get in the way. Yet, unless you have a giant ego , you need to take some responsibility, too.

Customer Service 90

Customer Service Coaching Wait times Personalization 90

AWS Machine Learning

JANUARY 6, 2023

This three-part series demonstrates how to use graph neural networks (GNNs) and Amazon Neptune to generate movie recommendations using the IMDb and Box Office Mojo Movies/TV/OTT licensable data package, which provides a wide range of entertainment metadata, including over 1 billion user ratings; credits for more than 11 million cast and crew members; 9 million movie, TV, and entertainment titles; and global box office reporting data from more than 60 countries.

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Entertainment APIs Scripts Analytics 98

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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

ClientSuccess

JANUARY 3, 2023

Value Vectors by Vecteezy. As a customer success team, it’s essential to stay agile and in tune with your customers’ evolving needs. To truly understand what your customers value and appreciate about your products, services, or offerings – as well as their experience with you – requires engaging directly with them. Learn more about the power of building trust with your clients in this webinar.

Best practices 81

Best practices Consulting Consulting Metrics 81

Helpware

JANUARY 5, 2023

The gaming market is highly competitive with over 2,457 companies around the world and $30.4 billion in revenue. There are new games popping up virtually every day and one of the biggest differentiators is the customer experience (CX) they offer. Companies that want to make an impact, retain their audience, and launch new products have to service their customers.

Customer Experience 77

Customer Experience Marketing 77

Jon Arnold

JANUARY 4, 2023

Happy 2023, all! As busy as 2022 was, this year is already looking like more of the same. Lots to write about and lots to talk about, and the latest from my end can be found in the current editions of JAA’s Communications and Collaboration Review and my Watch This Space podcast. If you’re not a subscriber, signing up to my newsletter is easy - the signup page is here.

Contact Center 76

Contact Center 76