Plantronics
JUNE 11, 2020
During a recent webinar featuring Poly experts, Becky Yeutter (HR) and Mike West (TAC) discussed how Poly teams are now working from home, and what planning is underway for a return to the office. As an early adopter of remote and distributed working, Poly employees have had the ability to work from home for the [ ] The post Back to the Office – Ready, Steady, Slow!
GetFeedback
JUNE 8, 2020
How to design a customer experience that prioritizes the always-evolving human and machine interconnection.
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Joe Rawlinson
JUNE 10, 2020
When marketing to new people, it can be hard just to make that first impression by telling them who you are, what your success story is, and what your product or service is about. However, in the digital world, emails act as the frontmen of bringing in new clients and or who might be interested in what you have to sell. What you have to say in an email (what you will type up anyway) will definitely speak volumes about you and your company, because many people don’t want to be bothered with spam
Beyond Philosophy
JUNE 11, 2020
We do a lot of waiting in our lives. We wait to get on a plane, for our drink at a coffee shop, and on the phone to talk to “the next available representative.” Sometimes we don’t mind waiting at all; sometimes we mind very much. Your customers likely wait in your experience, too, and that may or may not be creating negative feelings about your 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
JUNE 10, 2020
Sometimes a little creativity and extra effort can make a big difference in the customer experience. One of our followers, David Turk, shared an article from a recent issue of the New York Times about how a server at an upscale restaurant “astonished” a guest with an amazing display of customer service. The short version of the story is that a woman went to dinner at one of the finest restaurants in New York.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
JUNE 10, 2020
Has anyone besides me noticed how many contact center industry work-from-home (WFH) experts there suddenly are? I thought there was only one, really. That would be Michele Rowan and I wrote about her in my April column (“On-Trend: At-Home Agents”). The timing of that column was totally serendipitous. We had no idea when we were […].
Beyond Philosophy
JUNE 6, 2020
Have you ever picked a line at the store only to realize that you chose the longest, most slowly moving line? Have you ever waited forever to receive a shipment and then felt like they owed you an explanation for what could possibly take that long? Have you ever had such a great time laughing and talking in line with other people that you didn’t even notice how long you waited?
ShepHyken
JUNE 9, 2020
Culture Design in the Customer Experience. Engineering the Mindset and Behaviors Behind Good Customer Service. Shep Hyken interviews Jason Korman , CEO of Gapingvoid Culture Design Group. They discuss how culture impacts customer service and experience and strategies for designing the company culture. Top Takeaways: Culture and culture design are management systems.
Steve DiGioia
JUNE 8, 2020
Give it away, give it away, give it away, now! No, I’m not talking about the song from the Red Hot Chili Peppers – even though that song is cool. I’m talking about how the butchers and bakers used to run their businesses years ago. I remember as a kid going to the store with my Mom. The baker always had a cookie for the little ones and the butcher was happy to hand out some fresh sliced ham or turkey.
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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.
Callminer
JUNE 9, 2020
Average handle time, or AHT, is an important call center metric. In the simplest terms, AHT is the average time it takes to handle a call or transaction from start to finish – from call initiation, to hold time, to talk time, and all the way through to any related tasks an agent must perform post-phone call to resolve that call. To calculate AHT, add your total talk time + total hold time + total after-call tasks, and then divide by the number of total calls.
CX Accelerator
JUNE 8, 2020
Author: Jeremy Watkin. Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. That means you never hear from 70-80% of customers.
ShepHyken
JUNE 8, 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. How Do You Maintain Customer Experience on a Shrinking Budget? by Phil Britt. (CMSWire) While the most common recommendation is to demonstrate the value of CX programs well before the budget ax falls, that tactic may be too late and not enough to avoid cutbacks in a s
Contact Center Pipeline
JUNE 11, 2020
As we prepared for 2020 six months ago, few (if any) had a crystal ball that anticipated the kind of widespread disrupted brought on by COVID-19. Hopefully, your center was able to respond to the pandemic with the least possible impact on your customers or your staff. Yet chances are, things could have gone better. […].
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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.
Steve DiGioia
JUNE 11, 2020
Customer service is a 2 way street. It takes both sides of the interaction doing their part to provide a great customer experience. The “give and take of life” doesn’t stop at the service counter – it continues, always. But sometimes, as customers, we fail to do our part and fail to understand what steps we must take to make this interaction successful.
Taylor Reach Group
JUNE 12, 2020
By Peg Ayers. “A person’s name is to that person the sweetest and most important sound in any language.”. – Dale Carnegie . Of the many skills required of me in more than 25 years of running large contact centers, one of the most critical has been the ability to remember employee names. When I left my position as Customer Service Director of a firm in Cheyenne, Wyoming, I received a number of letters of thanks including one, from Deb, that still inspires me.
ShepHyken
JUNE 12, 2020
This week we feature an article by Chloe Sesta Jacobs , Head of People & Culture at Deputy. She provides crisis management strategies for call center employees during challenging times such as COVID-19. Up until recently, we all thought we had a pretty good idea of what it meant to provide a high level of customer service. But customer service in the time of COVID-19 looks remarkably different.
Contact Center Pipeline
JUNE 9, 2020
It is interesting that what we may perceive as relatively “small” touchpoints can have a considerable impact on our customers’ experience. One such area is our music-on-hold experience, and the voices used in greetings and other applications. This sets the tone with our customers before they even start a conversation with our agents. My conversation […].
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!
TechSee
JUNE 9, 2020
Sam and Adele Turner, a retired couple, have noticed that their refrigerator is not working as it should. Yesterday, the butter was softer than normal and today the milk was spoiled. The Turners are worried. Their concern is not so much about having to pay for an appliance repair; rather, they are downright nervous about having a technician come into their home during the current pandemic.
Fonolo
JUNE 9, 2020
Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. After all, these are the people who connect with dozens of your customers each day and support them with any issues or challenges they may have. For this reason, it’s crucial to arm them with the knowledge and skills required to succeed.
Taylor Reach Group
JUNE 9, 2020
by JD Fairweather. COVID-19 is making clear to US companies and other firms around the world the need for better cost management in the midst of uncertainty. These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by stay-at-home orders or their agents’ refusal to go in because of the pandemic.
Lumoa
JUNE 8, 2020
eCommerce customer experience is vital for online businesses that want to ensure a smooth online experience for their customers. We share 4 ways to boost your eCommerce customer experience that will increase customer loyalty and satisfaction.
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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.
Customer Service Life
JUNE 8, 2020
The CX Question of the Day ( #CXQOTD ) for June 4 was, “Is surveying customers absolutely necessary?” You can click here to check out my answer to that question, hear the thoughts of others, and weigh in with your own. My short answer to this question? No, surveys aren’t necessary. Why? Here are a few reasons. 1. Customers don’t need more surveys.
ProProfs Blog
JUNE 11, 2020
You have created a presence for your business on multiple channels, and have also invested in creating valuable content across all the channels. But your customers are still unsatisfied. You don’t need to go bankrupt to give your customers an excellent experience. All you need is an Omni-channel experience. Companies that have the strongest omnichannel customer engagement strategies have an average customer retention rate of 89% , compared to just 33% for companies with weak omnichannel strategi
pindrop
JUNE 10, 2020
How to Reduce Bias: Optimizing AI and Machine Learning For Contact Centers. Bias exists everywhere in our society. And while some biases are largely harmless, like a child’s bias towards one food vs the other due to exposure, others are quite destructive. Impacting our society negatively and often resulting in deaths , dispassionate laws , and discrimination.
C3Centricity
JUNE 8, 2020
The title of this week’s post might surprise you. After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. However, it can learn a lot from consumer packaged goods (FMCG/CPG), as I shared with industry experts at a Faculty Day of one of the leading hospitality schools in Switzerland. Having spent most of my career in consumer goods, I was invited to share what the hospitality industry could learn from the industry.
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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.
Wowdesk Blog
JUNE 11, 2020
A great business or enterprise is the one that acknowledges complaints and works on it to improve its stand in the market. You are likely to come across a lot of complaints during your business span. A good complaint management system involves keeping a track of such complaints as well as the action taken against them. A lot of businesses create a dedicated spreadsheet to keep a check on its happenings.
ProProfs Blog
JUNE 11, 2020
Over the years, the world has ever-increasingly shifted towards a data-driven decision-making process. Organizations no longer make decisions only based on the fact that this would be a good market to expand into, or people might like this product, etc. All these decisions are now made after they collect customer feedback and research every factor that might be responsible for the success or failure of the venture.
UJET
JUNE 9, 2020
With digital transformation and the move to the cloud more important than ever before, customer support has truly grown beyond on-premise platforms, disjointed channel support, and patchwork APIs to connect different systems. Instead of enabling companies to simply provide customer support, the mission now is to offer a positive customer experience to build trust, increase retention, and position your business for both short and long-term success.
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