CX Global Media

NOVEMBER 13, 2018

The world of talent development and adult learning has changed dramatically over the past few years. And leading contact centers are modernizing their learning to keep pace. They realize they must modernize or risk losing their next generation of frontline leaders to other opportunities. Get ready, because the modern call center school for supervisor skill development is much different than the old-school ways.

Call Center 278

Call Center Contact Center Coaching Employee engagement 278

ConvergeOne

NOVEMBER 13, 2018

For years, I have been asked about the death of voicemail. It started at the end of 2014 with Coca-Cola’s announcement that it was disconnecting voicemail , which was followed by similar announcements from companies like JPMorgan Chase. What ended up happening in most cases? The companies didn’t actually completely get rid of voicemail, but they did experiment with eliminating it for certain users or groups of users.

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Customer Service Life

NOVEMBER 13, 2018

This article was originally published on the ICMI Blog on August 28, 2018. Click here to read the original post. Having worked in customer service for a couple SAAS (Software as a Service) startups throughout my career, I’d like to enlighten you on an important concept. It’s called Minimum Viable Product (MVP). I define MVP as having a product with the basic functionality necessary to meet the needs of most customers.

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Contact Center Morale Journey mapping SaaS 60

Beyond Philosophy

NOVEMBER 15, 2018

I just bought a new Mont Blanc pen. I like writing with it. I have a couple more, too; one is a pencil, and the other is a rollerball-type. However, the reality is, I sometimes look at my fancy pen and think, “It’s writing; I could write this stuff with a Bic or a regular pencil.”. It occurs to me that what I am really saying to people when writing with my swanky pen is that I am the type of bloke that can afford an expensive pen.

Construction 370

Construction Coaching Customer Experience 370

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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

ShepHyken

NOVEMBER 14, 2018

As most of you (hopefully know), my latest book, The Convenience Revolution , is all about making the customer experience as frictionless as possible. In the book, there are six Convenience Principles with plenty of examples, and many of our followers have read my articles and watched my videos on these powerful concepts. The other day I was interviewed and asked, “How does one get started?”.

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Customer Service Customer Experience Customer Care 299

Myra Golden Media

NOVEMBER 15, 2018

One of the goals for my customer service training in Cerritos, California yesterday was to help employees follow-up with colleagues, to close the loop so that everybody was up to date on what’s being done to fix issues for customers. I designed a short lecture and a small group discussion to address this. And then, three hours before my flight, I scratched the entire section.

Customer Service 176

Customer Service Personalization Customer Experience 176

Beyond Philosophy

NOVEMBER 16, 2018

What are the best statistics to help you prove ROI for your customer experience program? These are the best statistics that will help you create ROI. Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Key stats to prove your ROI – It’s About The ROI Stupid! appeared first on.

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Customer Experience 249

ShepHyken

NOVEMBER 16, 2018

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. As we all know, nowadays, consumer behavior is prejudiced by various aspects. With technological advancements, the market has seen a tremendous shift in consumer behavior.

Technology 253

Technology Chief Customer Officer Education Big data 253

Callminer

NOVEMBER 14, 2018

Contact centers need well-defined business goals that are easily tracked with captured speech analytics data. To learn more about gamification, read our top ten blogs below.

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Gamification Analytics Contact Center 182

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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

NOVEMBER 14, 2018

There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster, more consistent around-the-clock service and deliver higher customer satisfaction. Or that senior executives are enthralled with the possibilities for enhancing products and services, automating routine tasks and improving decision-making.

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Contact Center Call Center Technology Management 165

360Connext

NOVEMBER 16, 2018

It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change for a long time is the need to reduce customer effort. CCW’s latest report, 2019 Trends , highlighted many great trends, but one of them really caught my eye: “Reducing customer effort is the #1 CX Priority in 2018, and organizations believe customer feedback, agent training and digital enga

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Customer effort Journey mapping Wait times Customer centricity 120

ShepHyken

NOVEMBER 13, 2018

Back to Human. How Great Leaders Create Connection In The Age of Isolation. Shep Hyken sits down with Dan Schawbel to discuss how to use technology as a bridge to a strong customer and employee connection. Top Takeaways: We are addicted and reliant on technology, so much that it gets in the way of building real human connections. Human connections matter.

Technology 243

Technology Customer Service Employee engagement Management 243

Callminer

NOVEMBER 12, 2018

Each year we love to recognize our customers and allow them to share their speech analytics journey with the rest of our CallMiner users.

Analytics 207

Analytics 207

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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

Contact Center Pipeline

NOVEMBER 13, 2018

Customer Experience is top of mind with contact center professionals, as the industry dives deeper into digital transformation. It’s a great time for organizations to consider the conversations they are having with their customers. Who’s engaging with them? Are the conversations productive? Is it a consistent experience across departments? Remaining competitive means offering a great […].

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Contact Center Customer Experience Call Center 133

Customer Guru

NOVEMBER 13, 2018

What is customer loyalty? Customer loyalty is when a customer chooses a particular brand over the other similar providers in the market. This is so because he believes that the product and the experience have added value to him. He believes that the experience that he has had in dealing with this brand cannot be replicated by others. Such customers act as evangelists, encouraging their friends and folks to purchase from the same brand.

Metrics 117

Metrics Advertising Customer retention Marketing 117

ShepHyken

NOVEMBER 12, 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. 7-Eleven is testing new ‘scan-and-go’ technology by Ilyse Liffreing. (Digiday) 7-Eleven is making more moves to go cashierless — or at least give customers the option to.

Customer Service 238

Customer Service Marketing Customer Experience Technology 238

Fonolo

NOVEMBER 13, 2018

Have you been searching for the best customer service conferences to attend in 2019? Well, look no further: You’ve come to the right place. Sure, you could watch a few evocative highlights on YouTube instead, but attending conferences in the flesh still provides far more value. We’ve made the case before that conferences offer customer service professionals a host of rewards, including valuable knowledge, product exposure, and the opportunity to build new relationships.

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Customer Service Contact Center Education Engineering 108

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

Contact Center Pipeline

NOVEMBER 15, 2018

Holiday spending and the quickly evolving ways people buy and sell things was on my mind on a recent trip that took me through Shanghai. In China, there are two prominent apps used by companies and consumers. When conducting a payment transaction, the flick of the finger delivers a bill and another flick of the […].

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Contact Center Call Center 100

TechSee

NOVEMBER 13, 2018

Customer Service centers have placed high hopes on chatbots, investing large sums in the technology’s automated ability to help customers help themselves. However, when the chatbot’s ability to interpret the customer’s phrases, nuances and complex reality is compromised, this limits the chatbot’s ability to help the customer solve the problem. With the growing demand for an excellent customer experience, customer service centers need innovative solutions to help their chatbots perform better in

Chatbots 84

Chatbots Virtual Agent Contact Center Enterprise 84

GetFeedback

NOVEMBER 12, 2018

Creating a customer survey is hard work. Not only do you have to ensure your questions can deliver truly valuable insights, but you also have to consider design, distribution, and usability issues. We know how painful this process can be, which is why we’ve created a pre-survey checklist to put your nerves at ease and help you launch the perfect customer survey. 1.

Surveys 92

Surveys CRM Personalization 92

Upstream Works

NOVEMBER 13, 2018

When it comes to evaluating the Customer Experience (CX), the contact center is in the unique position of being able to accurately represent what a customer actually did and the service they received. It’s not an opinion poll; rather it is hard data on measurable criteria: how long did they wait? how many times were they transferred? how many interactions have they had with agents this week?

CRM 87

CRM Customer centricity Contact Center Enterprise 87

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CrazyCall

NOVEMBER 12, 2018

It can be argued that a great sales team is one of the most crucial aspects of running a business, and with having a hard-working sales team comes the big job of sales team management. The members that are chosen when building a sales team are imperative as a business can only be as great as its sales team works for them to be. By choosing to invest the time and money up front to acquire the best candidates for your new team and then continuing to give them all of the necessary tools they need t

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Sales Management Education Accountability 91

Ansafone

NOVEMBER 14, 2018

High-performing call centers understand that being innovative and employing industry best practices are the best ways to create efficient, productive, happy workplaces. BPO providers who aim to deliver value-added services and develop long-term partnerships must integrate these four call center best practices into their organizational philosophy and processes: Empower the Customer Service Representative The Contact … Call Center Best Practices Read More ».

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Best practices Call Center Contact Center Customer Service 90

Amity

NOVEMBER 14, 2018

This article was originally published on WnTD's blog. With Elizabeth's permission, we are republishing and sharing it with our community. The sales to customer success handoff is one of the most important intersections in the customer journey. It can make the difference between successful product adoption or a churn risk waiting to happen. To properly examine this topic let’s start out by stepping out of our current professional frame of reference and look at this topic from the cu

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Sales CRM Accountability B2B 87

Fonolo

NOVEMBER 14, 2018

Analytics are a key part of any company’s road to success. It’s important for all departments to have benchmarks for success that can be easily measured and tracked. These are often referred to as KPIs (or, key performance indicators). KPIs are measures that indicate how well a company or specific department is tracking towards a clearly-defined goal.

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Benchmark Abandon rate Call Center Abandon Call 85

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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

CrazyCall

NOVEMBER 14, 2018

The job of salespeople seems to be quite straight-forward. You sell stuff and get paid for doing so. You ask people whether they want to buy a product, offer some deals and help them by recommending the best choice. Simple, right? Not quite. Life of a salesman is paved with worries, concerns, lack of motivation, burnout and constant stress. That’s a lot and not everyone can take it throughout their whole career.

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Surveys Sales Marketing Technology 86

Ansafone

NOVEMBER 15, 2018

With just one repeat customer generating as much revenue as six new customers, delivering quality customer experiences that breed loyalty is essential for companies to stay profitable in today’s competitive market. As a primary touchpoint with your brand, the contact center is an important bridge. This bridge builds the type of customer bonds that encourage … How Call Centers Capture Repeat Customers Read More ».

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Call Center Contact Center Marketing Customer Experience 89

Transparent BPO

NOVEMBER 15, 2018

There are many reasons to retain good contact center agents. For one, they result in higher performance metrics, such as AHT, FCR, and CSAT. Engaged employees also stay longer, reducing attrition and the costs associated with it. Highly-engaged employees also go the extra mile to drive your business forward. Best of all, happy employees make […] The post 7 Steps to Increase Contact Center Agent Retention and Engagement appeared first on Transparent BPO.

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Contact Center Metrics Employee engagement outsourcing 86