NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments. Improving contact center quality is one of those activities that deliver perpetual benefits.

Contact Center 61

Contact Center Average Handle Time Quality management First call resolution 61

Customer Service Life

SEPTEMBER 7, 2018

This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. Click here to read the original. Not long ago I saw a demo of a cool product for gathering customer feedback called Stella Connect. They have a fun angle on customer satisfaction where customers are invited to rate their experience with the specific agent that helped them.

Quality calibration 99

Quality calibration Calibration Surveys Coaching 99

Fonolo

SEPTEMBER 4, 2018

You know when you’re listening to a podcast interview and the guest says something and you literally smack your head, pause the podcast, and start tweeting? Happened to me last week. Andrew Yang, founder of “Venture for America” (and a long-shot candidate for president in 2020) said “Google recently demonstrated software that can do the job of an average call center worker … that’s going to result in hundreds of thousands of jobs lost”.

Call Center 209

Call Center Contact Center Self service Chatbots 209

Beyond Philosophy

SEPTEMBER 7, 2018

How do we measure a feeling? What emotions should we be measuring? Where and when should we be measuring them? Colin and Ryan discuss what is best practice and what you should be doing. The post How To Measure Customer Emotions appeared first on.

Customer emotions 296

Customer emotions Best practices 296

Advertiser: ZoomInfo

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Enterprise

ShepHyken

SEPTEMBER 4, 2018

Bend Over Backwards For Your Customers. How to adopt a hospitality mentality within your organization. Shep Hyken sits down with his friend and restaurateur Kim Tucci. They discussed “the hospitality mentality,” how to hire good people and ways to reduce employee turnover. ??. Top Takeaways: You won’t always exceed the customer’s expectations, but that doesn’t mean you shouldn’t try at every opportunity.

Customer Experience 237

Customer Experience Management Customer Service 237

CX Global Media

SEPTEMBER 5, 2018

I’ve been very fortunate to have gained different perspectives in the contact center industry. I’m so grateful for my frontline experience, but I also realize that since those days, I’ve been able to experience a significantly broader perspective on the entire industry. When it comes to problem solving and finding your best solution, it’s the broad experience that you want to leverage.

Best practices 174

Best practices Contact Center CCNG Coaching 174

Beyond Philosophy

SEPTEMBER 6, 2018

Scarcity as a marketing tactic is one that works well with customers. However, it is one that many marketers don’t use to their advantage often enough. If you are one of them (and you don’t act now), avoiding scarcity tactics can hurt your bottom line. For our recent podcast we invited a special guest to join us. Professor of Marketing at Vanderbilt University, Kelly Goldsmith, Ph.D., is a behavioral scientist who studies how we respond to uncertainty and scarcity as consumers.

Marketing 53

Marketing Transportation Customer emotions Consulting 53

ShepHyken

SEPTEMBER 5, 2018

We can train people on how to deliver good customer service. We teach people how to greet customers when they walk in the store, how to properly answer the phone when customers call the company and much more. It’s easy to teach the basics. They are part of the operation and the process. They happen every day. But, sometimes there are opportunities to deliver customer service when it’s not expected.

Self service 226

Self service Customer Service Management Customer Care 226

Callminer

SEPTEMBER 4, 2018

Read 5 tips on how monitoring and analyzing data on every interaction including calls, email, live chat, SMS messaging, and social media.

Analytics 182

Analytics 182

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Contact Center

Contact Center Pipeline

SEPTEMBER 5, 2018

What is it about September? It always makes me feel like we are “getting back to work.” Maybe it’s the end of summer and vacations. The start of school. It feels like this time of year is when we get serious again… about learning, work and finishing up our year’s initiatives as we move towards […].

Contact Center 69

Contact Center Call Center 69

UJET

SEPTEMBER 7, 2018

Customer support is a vital part of your business. Your customer service agents are on the front line with the customer, and they need to be able to provide the best possible support at all times.

Customer Service 122

Customer Service Customer Support Contact Center 122

ShepHyken

SEPTEMBER 7, 2018

This week we feature an article by Michelle Nickolaisen about customer review programs. Accept that you may be reviewed by the customer. But, even if you’re not going to be reviewed, perform as if you are. – Shep Hyken. If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI.

B2B 215

B2B Surveys Sales Marketing 215

Fonolo

SEPTEMBER 5, 2018

He-Man had the right idea when he held aloft his sword and transformed into his mightiest self. “I HAVE THE POWER!” he proclaimed with animated gusto. Although the cartoon is pushing 35 years old, it’s still an inspiring sight to see (and message to hear). While we’re not all Eternia-born superheroes like him, per se, as mere mortals we can still aim to be the masters of our own universes (contact center universes, if we’re being specific here) and harness the unshakable power to satisfy our cus

Abandon rate 240

Abandon rate Contact Center Call Center Technology 240

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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

Contact Center Pipeline

SEPTEMBER 7, 2018

Imagine you are a frontline employee at a company’s order desk. For years, you answered the inbound phone queue and took orders from vendors. Your job success was measured by input accuracy and talk time. Then your manager says, “Congratulations. You are now inside sales reps! Your new job will be judged on sales volume […].

Sales 147

Sales Management Upselling Contact Center 147

Aspect

SEPTEMBER 7, 2018

Much has been written about the constant change in the expectations consumers have for customer service. From the strongly-worded letter and social media brand shaming to the ever-growing preference to conduct agentless support interactions when/where possible, consumer behavior is a lot like the weather in Chicago: wait 15 minutes and its likely to change.

Customer Service 105

Customer Service Management 105

ShepHyken

SEPTEMBER 3, 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. Companies Offering Convenience Are Taking Over The World by Shep Hyken. (LiveChat) I think that there is a revolution taking place in the world of business.

Customer Service 198

Customer Service Chatbots Consulting Consulting 198

Peter Lavers

SEPTEMBER 6, 2018

WCL Customer Management’s founder and MD Peter Lavers has again been named as one of the world’s top customer service influencers. He has been featured on Fit Small Business’s Top Customer Service Influencers of 2018 list. . This list features influencers who are contributing to the customer service industry in an outstanding way. Peter has received numerous “top influencer” accolades in related subjects (analytics, digital, AI, etc.), and is an IBM Futurist and SAS Collaborator.

Customer Service 100

Customer Service Automotive B2C CRM 100

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Contact Center

Contact Center Pipeline

SEPTEMBER 6, 2018

When I think about employee engagement, I relate it to a culture that includes things like trust, purpose, empowerment, development and recognition. We will most likely spend half of our waking life at work. If you put in the right amount of effort, you can create an environment where you and your staff look forward […].

Employee engagement 100

Employee engagement Contact Center Call Center 100

C3Centricity

SEPTEMBER 3, 2018

As a customer centricity champion, just like you I hope, I spend a lot of my time researching what customers want. I’m always trying to understand exactly what their preferences are today, and where these may be going. My regular searches online include customer service, customer satisfaction, customer care and similar topic areas. Google is my best friend!

Customer centricity 96

Customer centricity Best practices Customer Care Sales 96

Fonolo

SEPTEMBER 6, 2018

Customer support is currently standing at a crossroads: One road leads to exciting automated technologies, and the other to the ‘human touch’. Recent technological advancements are many, ranging from Artificial Intelligence (AI) (and related automated tools like virtual assistants, chatbots, etc.) to real-time messaging, simulation, self-service and crypto-currency.

Customer Support 139

Customer Support Contact Center Benchmark contact center solutions 139

Nextiva

SEPTEMBER 6, 2018

VoIP, or voice over internet protocol, is almost always capable of saving you money as compared with older, legacy phone systems. That's because providers make use of cloud-based technologies with large-scale efficiencies to bring VoIP costs down for customers. Yet like a lot of information technology services, the costs around Voice over IP (VoIP) varies. […].

voip 93

voip Technology 93

Advertiser: ZoomInfo

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

Sales

Kayako

SEPTEMBER 6, 2018

Usually, when your customers reach out to you, they are already in a bad state—they’re having problems with their product or service and they want your help. Ideally, they wouldn’t have to talk to anyone. Customers would rather not have to talk to anyone when they’re running into trouble, but would ultimately rather not have any trouble at all. So, when they reach out to you, if you provide them with an experience that is less-than-stellar, it can make the whole thing feel even worse.

Accountability 87

Accountability Personalization Customer Support Customer Experience 87

TechSee

SEPTEMBER 4, 2018

With days filled with frustrated customers, confined to a cubicle and often on a low pay scale, it is inevitable that some agents will experience burnout. In fact, the average annual turnover rate for agents in US contact centers is 29%, with an average agent lifespan of less than 3.5 years. 60% of the turnover is due to agent resignation. With these high agent attrition rates, contact centers need innovative solutions that will keep their agents satisfied and motivated, while still meeting thei

Contact Center 84

Contact Center Enterprise Analytics Technology 84

Omnicus

SEPTEMBER 5, 2018

Keeping up with trends that revolutionized the customer service industry.

Customer Service 81

Customer Service Customer Experience 81

Nextiva

SEPTEMBER 1, 2018

If you want to know how to call Canada from the US, we encourage you to read on and learn the surprisingly simple process. For a quick guide, follow the three steps below: Start by Dialing "1" (exit code) Dial the area code (see chart below) Dial the remaining seven digits Have more in-depth questions? […]. The post Calling Canada from the US Is Easier Than You Think [Quick Guide] appeared first on Starting a Business - Insights, Growth, and Productivity Tips.

voip 89

voip 89

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

Amity

SEPTEMBER 5, 2018

You’ve succeeded at putting a Customer Success team in place. They are showing results to your bottom line, adoption is growing and trials are converting. It’s a well-oiled machine – but is it perfect? It’s probably pretty close. But like all departments within any organization, there is always room for improvement – especially as your SaaS offering evolves and your customer base grows.

Technical Support 80

Technical Support Upselling Accountability SaaS 80

Answer Dash

SEPTEMBER 3, 2018

The world of eCommerce and the online experience is changing - and it’s time for businesses to either take note and catch up or get left behind. In this new context, customer expectations are higher than ever. Particularly when it comes to their experience on eCommerce sites, users have no patience for any kind of friction or poor user experience (UX) - and they’ll bounce and go to your competitor’s site without batting an eyelash if your pages fall below their expectations.

Self service 79

Self service Customer emotions Surveys Analytics 79

Aspect

SEPTEMBER 4, 2018

If a picture is worth one thousand words than a video should be worth 1.8 million words, at least according to this infographic. If something in my house isn’t working property the first thing my husband and I ask each other is “did you YouTube it?” It’s no secret that YouTube is a hub of tutorials from everything on how to apply makeup to how to learn a foreign language.

Customer Experience 78

Customer Experience Banking Self service Personalization 78