UJET
SEPTEMBER 20, 2018
The customer journey is a great way to conceptualize the time it takes for customers to become aware of your product all the way through to shouting their praise from the rooftops. Each step the customer takes moves them closer, or further away, from your intended goal.
Callminer
SEPTEMBER 19, 2018
The CallMiner Index UK uncovered that call centres play a pivotal role in a consumer’s decision to switch their suppliers or stay loyal. In fact, the report reveals that 68% of customers are very or extremely likely to switch suppliers if they have a bad experience with a call centre. The total who say they are planning to switch is 62%. However, many more people (84%) switched in the last 12 months.
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JM Robbins & Associates
SEPTEMBER 17, 2018
Life in the contact center can be rough. It’s a volatile business that relies on a perfectly blended combination of people, processes, and technologies to ensure success every single day. And, while this is true of every contact center, it is the smallest of the bunch (think 75 seats or less) that can experience the reality of this volatility at exponentially heightened levels.
Beyond Philosophy
SEPTEMBER 20, 2018
People do not say what they mean or, it seems, what they are thinking. Why? If we aren’t saying what we mean, then what are the implications for our Customer Experience? Honest communication can not only improve communication, but it can also enhance workplace quality and Customer Experience. We spoke with a special guest (and friend of mine), Steven Gaffney, author, Certified Speaking Professional and founder of the Steven Gaffney Company about this topic on our recent podcast.
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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.
CX Global Media
SEPTEMBER 21, 2018
7 Tips for Creating A Contact Center that Fuels Transformation. Being a contact center leader has become more important in business transformation than being a CEO. After all, if you are going to transform, your outcome must be to be more customer-centric. From this perspective, the contact center has the ability to pinpoint the needs of your customer better than any other part of your organization.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
SEPTEMBER 19, 2018
Net Promoter Score, Customer Satisfaction Score, and Customer Effort Score are scoring methods a business can use to track and calculate customer experience success.
Beyond Philosophy
SEPTEMBER 21, 2018
We all want to sell more, so how do we do this? Are you using this powerful sales technique? The best organizations are, the worse, not so much. Learn what you should be doing. The post Are You Using this Powerful Sales Technique? appeared first on.
Fonolo
SEPTEMBER 19, 2018
Tweet. As early as the 19th century, “tweet” was a charming term in the English language, evocative of the gentle vocal stylings of small birds. Now it refers to the music of a rather different beast , one that, at its loudest, can deafen and defeat businesses. Twitter, among other social platforms, has in recent years become a mighty digital megaphone for many frustrated (or conversely, happy) customers.
Steve DiGioia
SEPTEMBER 17, 2018
no wonder why today’s service is so poor! This original article was written by Steve DiGioia. One of my biggest frustrations is that today’s “ younger generation ” doesn’t have a decent point of reference to what we call good customer service. You can’t give good service when you have a need for instant gratification and the onslaught of limited service businesses and self-service kiosks have changed the overall service experience from what it was years ago.
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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.
ShepHyken
SEPTEMBER 17, 2018
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. The Violence of The Customer Experience by Mary Drumond and Guilherme Cerqueira. (Worthix) The Customer Experience Economy is the most violent economy in the history of capitalism.
Call Center Weekly
SEPTEMBER 17, 2018
I was recently at a business conference at a highly regarded venue. The presenter was wonderful and provided lots of strategies, techniques, and solutions for those in attendance. Participants walked away with a wealth of knowledge and takeaways ready to implement in their companies. The food was great. The venue provided a light breakfast, delicious lunches, snacks, and a wide variety of sodas and water.
Aspect
SEPTEMBER 19, 2018
Millennials often get saddled with a negative reputation. But now that this generation has become the single largest age group in the U.S. workforce, and is projected to spend $1.4 trillion annually by 2020, they are a force that businesses can’t afford to overlook. As the first generation of digital natives to enter the workforce, they changed how businesses interact with customers, forcing these companies to rethink how to deliver exceptional customer service. .
Callminer
SEPTEMBER 18, 2018
The CallMiner Index UK uncovered that call centres play a pivotal role in a consumer’s decision to switch their suppliers or stay loyal.
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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.
SharpenCX
SEPTEMBER 17, 2018
The key ingredient to a top-performing team of agents is an all-star coach. They’re the coaches who know that actionable and relevant feedback have a profound impact on their team, so they make it their priority. Yep, even above all. Read More. The post Recipe for coaching agents in 30 minutes per day appeared first on Sharpen Contact Center Software.
Call Center Weekly
SEPTEMBER 19, 2018
How do you create actionable goals, from the knowledge acquired at a conference? I’ve always considered conferences to be valuable experiences that allow me to learn more about our industry, and to stay on top of trends, technology and innovation. Connecting with peers is one of my favorite aspects of conference attendance, as we share wins and struggles of often relatable challenges.
Contact Center Pipeline
SEPTEMBER 19, 2018
As some folks gaze into the future, they see a world filled with smartphones where users routinely text instead of call. With that in mind, they’re reluctant to invest in voice-based technology—especially IVR—given an expectation that its days are numbered. But wait! Phone calls still constitute a substantial volume, if not the majority of contacts, […].
Topdown
SEPTEMBER 18, 2018
Customer experience (CX) is more than just icing on the cake—it is a complete recipe for business success. How customers perceive their interactions with a company translates into serious financial implications.
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!
CX Global Media
SEPTEMBER 17, 2018
Don’t Waste Your Money on Empathy Training! Empathy training is a waste of time and will have little to no effect on the customer experience in your contact center. If you want to build empathy skills in agents, you need to have the right mindset and take the right actions. Don’t waste your money on empathy training alone, do this instead. Many, if not all of these 7 elements can be found in contact centers where empathy is part of the customer experience.
TechSee
SEPTEMBER 20, 2018
February 12, 2018, 10:14 am. A recorded call within a call center in Stockholm, Sweden. Agent: Thanks for calling Förenad TelCo*, how can I help you? Customer: Hi, I am having a problem…. shhh, sweetie, shhhh…. Agent: What’s the problem? Customer: I’m having a problem with my Internet. It’s….just one second, please. Shhh, baby, mommy’s coming in a minute, shhh.
Contact Center Pipeline
SEPTEMBER 20, 2018
“Ride our bike for 50 days; if you don’t like it, return it, no questions asked.” “Cancel your subscription for those razor blades—it’s OK, we understand.” “Try our bank for a little while, and if you don’t like how we help, we will send you off with £100; thank you, please come back when we […].
LiveChat
SEPTEMBER 19, 2018
Companies that take customer service seriously and make it a priority in the early stages of existence, shouldn’t forget about customer success management. It’s often mistaken with customer support, so let’s clarify. Customer success management is the next layer on the top of a successful customer support team. Why You Need a Customer Success Strategy.
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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.
C3Centricity
SEPTEMBER 17, 2018
How Can You Provide Better Services For Your Client? This is a great question isn’t it? It was asked recently on Quora and I answered it, as I do many posed on topics such as brand building and customer understanding. But this question is I believe very different from most of those asked on Quora. That’s because it is one that every company, product, service and brand should be asking!
Avaya
SEPTEMBER 19, 2018
Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers.
Contact Center Pipeline
SEPTEMBER 18, 2018
In today’s digital era, customers expect the same level of service no matter how they contact you. They don’t view your brand as a series of channels, rather they see it as one single cohesive unit. “They expect to interact with brands from anywhere, at any time and on any device, making it imperative for […].
Amity
SEPTEMBER 18, 2018
When it comes to content marketing, the most important goal is facilitating interactions that create loyalty. If you get content marketing right, people will be excited to engage with your brand over and over. You’ll be more than a brand; you will be seen as a source of useful information and leadership. You will also be able to associate your brand with things that people consider meaningful and important.
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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.
CallSource Insights
SEPTEMBER 18, 2018
Sure, call coaches help you improve phone skills – but the lingering effects can also make it well worth your time, too. If you’ve been keeping up with our blogs, you know we truly believe in the benefits of your business working with a third party call coach to improve call handler phone skills. Sure, coaches will help your employees develop their abilities to set more appointments – but it doesn’t stop there.
GetFeedback
SEPTEMBER 19, 2018
When it comes to collecting customer feedback, most people think of a traditional Net Promoter Score survey. However, there are key touchpoints throughout the entire customer journey where you can be listening to your customers. In doing so, you gain a more holistic view of your audience and get access to more data to drive your business forward. We’re here to help you think bigger about feedback, so we’ve compiled the Top 10 ways you should be collecting feedback.
HelpCrunch
SEPTEMBER 20, 2018
No matter what job you're doing, there's always some room for optimization. Check out these 10 live chat tricks recommended by industry experts. The post Want to optimize your live chat? Try these 11 tricks recommended by experts appeared first on HelpCrunch blog.
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