Beyond Philosophy
SEPTEMBER 13, 2018
I have a real problem with patience as far as my network is concerned. When the internet is slow, I throw all my toys out of the crib. It’s maddening. The good news for me is that the 5G network is coming. The bad news is that the 5G build-out is lagging behind many other countries in the U.S., which means it isn’t coming any time soon—at least not nationwide.
Relay Blog
SEPTEMBER 11, 2018
In a perfect world, we’d all be working smart instead of working hard. But what. The post 4 Ways Smarter Ticketing Solutions Drive Better Support Experiences appeared first on Relay.
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Contact Center Pipeline
SEPTEMBER 13, 2018
In the contact center, recognition for a job well done does wonders for boosting morale and motivation. Research by the Society for Human Resource Management (SHRM) has confirmed that effective recognition programs also have a positive impact on retention and recruitment, two critical challenges for many contact centers. The SHRM survey, “Using Recognition and Other […].
ShepHyken
SEPTEMBER 12, 2018
One of my favorite restaurants in St. Louis, where I live, is Tony’s. You may be familiar with Tony’s if you have been following my articles and videos for a while. They are an outstanding example of a great product – their food – and amazing service. So, good in fact that they are one of the businesses that don’t have to exceed expectations. They are so good at what they do, all they have to do is meet expectations to amaze their guests.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Beyond Philosophy
SEPTEMBER 14, 2018
Does the time of the day that you sell or deal with your customers affect how much they buy or how they see your customer experience. The answer is yes, but why is this the case and what should you do about this? The post How Does Time Of Day Affect How Much We Sell? appeared first on.
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
SEPTEMBER 12, 2018
Heather had been working as a contact center agent at ABC Electric for almost 18 months when her boss approached her with exciting news. He wanted to promote her to a supervisor! A standout performer, Heather’s Csat and FCR scores were consistently some of the highest on the team. She rarely, if ever, missed work, […].
ShepHyken
SEPTEMBER 14, 2018
This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken. The modern marketplace offers many different ways to make your business and employees more productive. From automation to artificial intelligence, now is an exciting time to explore all the possibilities. One of the most promising methods for improving your conversion rates is through live chat software.
Call Center Weekly
SEPTEMBER 11, 2018
Consumers have the power, everyone is an influencer and consistently delivering exceptional customer experience is critical to event success. And as the B2B vs B2C playing field has leveled, buyers expect consumer centric experiences across the board. I've certainly had some great interactions from brands that are clearly customer obsessed. Amazon has a fantastic turnkey return policy, AMEX overnights cards, Chase Bank fraud protection has zero friction, but I also think back to one of my first
CX Global Media
SEPTEMBER 10, 2018
Contact centers are built on processes and systems that need to be managed and led. Because of the rapid pace of work and unforgiving workloads that come, they need to be effective and high-caliber, including employee engagement. At the Coca-Cola Consolidated Contact Center in Charlotte, North Carolina their employee engagement system consists of five teams that make for a special formula.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Myra Golden Media
SEPTEMBER 8, 2018
When I need to reach out to a company, chat is almost always my preferred contact method. It’s usually quick, and I can be doing other things, like replying to email or making a quick call, while I chat. Your customers like the ease of chat, too. But it’s not enough for the chat to be convenient and fast. You need to be creating rapport in conversation and speaking your brand voice.
ShepHyken
SEPTEMBER 11, 2018
Ten Ways To Recognize Employees During National Customer Service Week. National Customer Service Week Is About Customers AND Employees. Shep Hyken sits down with Bill Gessert to talk about National Customer Service Week (October 1-5, 2018). They discussed 10 ways to celebrate the week-long event, how to create an employee-centric culture, and how to get C-suite executives involved in the everyday culture. ?
Call Center Weekly
SEPTEMBER 13, 2018
Workforce Management drives CX A biker friend of mine recommended a book to me called “Freedom” written by Sonny Barger – yes “that” Sonny Barger – a founding member and former Oakland Chapter President of the Hell’s Angels. It took me about six miles, in one session, on the treadmill to read the book filled with Sonny’s rules for life. Some of the bits resonated with me – others did not.
CX Global Media
SEPTEMBER 11, 2018
Top Customer Service Influencers Give Top Customer Service Tips. Recently Fit Small Business asked a group of the top customer service influencers about their top customer service tips. I was fortunate enough to be chosen and among a list of people I admire. In fact, many of them have been guests on my Fast Leader Show podcast. The people on both lists include: Lynn Hunsaker : Lynn led customer experience improvement for many years in Strategic Information Manager, Customer Satisfaction Improvem
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
The Northridge Group
SEPTEMBER 13, 2018
Today’s business environment is constantly evolving, but the consumer’s expectations are as focused as ever on the fundamentals of genuine, personalized, effortless and effective service. By leveraging insights that your customers provide on a daily basis, you can ensure that your business’s means of approaching the Customer Experience (CX) remain agile.
ShepHyken
SEPTEMBER 10, 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. Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. (Forbes) In today’s disruptive business economy, in order to create distinctiveness for a brand online, it is imperative to have social customer care that is more than
Call Center Weekly
SEPTEMBER 12, 2018
Once upon a time, (isn’t that how they always start), a young woman took a leap, and accepted a position in a customer service role. This is a new adventure, how exciting!! The young woman had no experience in customer service, but was up for the challenge. She thought should could figure it out. She could talk to anyone; how hard could this be? I mean, they are just people, right?
CrazyCall
SEPTEMBER 11, 2018
Imagine that 6 out of 10 calls you make end up being successful. Imagine that each of your clients is pleased with a quality of calls that you make. Imagine that selling over the phone is fun and easy to do. And now let your imagination rest and get to know how to turn dreams into reality. How to do it? There are a few factors that can influence your cold calls – a good lead base , a proper research and your preparation.
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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
TechSee
SEPTEMBER 12, 2018
An emerging technology. Conversational AI platforms – known as virtual assistants or chatbots – represent a promising technology that is already projected to cut business expenses by as much as $8 billion in the less than five years. However, despite the transformative revolution and the promise it brings, chatbots are not mature enough yet for businesses to fully rely on them to perform all tasks.
Contact Center Pipeline
SEPTEMBER 11, 2018
Mapping the customer journey is not a new concept. In fact, within the contact center world, it’s quickly become a critical part of delivering a solid omnichannel CX. After all, that journey has become increasingly complicated, spanning social media, phone, chat, self-service, email and more. Knowing where that journey has taken your customer is critical—but […].
GetFeedback
SEPTEMBER 13, 2018
Our best customers are the ones who stay with us. The proof is in the numbers: a 5% increase in customer retention can lead to a 25-95% increase in profits , according to a Harvard Business School study. One Temkin Group study concluded that loyal customers are 5x as likely to repurchase , 5x as likely to forgive, 4x as likely to refer, and 7x as likely to try a new offering.
Kristina Evey
SEPTEMBER 13, 2018
Frustration Drives People Away. 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.
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ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
Aspect
SEPTEMBER 12, 2018
A robust economy might be great for your 401K but if you’re a customer service manager, it could make it tougher for you to do your job. According to the American Customer Satisfaction Index , the national measure for customer happiness has been stagnant for the longest period of time in about twenty-five years. This Washington Post article explains that when the economy is good and jobs are easier to come by, customer service jobs experience high turnover.
Branch Mesenger
SEPTEMBER 13, 2018
What if Every Day Was Pay Day? Or, more fitting for today’s modern hourly worker -- *what if pay day was the day you needed it most? *. For a majority of America’s 78 million hourly workers, pay day is often met with great trepidation and anxious anticipation. That’s because, for many of them, the next paycheck may often be the difference between making ends meet, repairing a vehicle, paying rent, locking in another student loan payment, progressing on credit card debt or worse, handling an emer
Fonolo
SEPTEMBER 11, 2018
We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. This is a) partly because terminology around AI is problematic; b) partly because objective data is sparse; c) partly because the loudest voices have, well, let’s say motivated reasoning ; and d) partly because there are multiple overlapping questions.
Ansafone
SEPTEMBER 13, 2018
Can call center companies really improve your company? It is common for company managers to have reservations about outsourcing their contact center services because they believe the level of service could damage their brand reputation and quality of customer care. However, tapping this smart business strategy can potentially be the best thing for your company’s … How Call Center Companies Can Improve Your Company Read More ».
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
VHT
SEPTEMBER 13, 2018
If you’re starting to forge a customer experience (CX) strategy for 2019, you’re not alone. Most companies realize that CX will increasingly impact business results. In fact, Gartner reports 81% of company leaders predict they’ll compete primarily on customer experience in the near future, but only 22% have claimed to create an experience that exceeds customer expectations.
City Communications
SEPTEMBER 10, 2018
Investing in a cloud contact center produces all the benefits that come with any cloud solution: scalability, flexibility, cost savings, and access to world-class features. You’ll improve productivity and customer service. But how do you successfully migrate to a cloud contact center? Focus on business needs, not features. Before you look at a single cloud contact center demo, take the time to document your business processes and all the ways your cloud contact center will touch your daily
Nexmo
SEPTEMBER 10, 2018
To better facilitate conversations with customers and help businesses derive more value from them, Nexmo released our Split Recording offering. With it you can not only record calls but also split the audio recordings between the two parties, recording what someone hears and separately what he or she said. This tremendously powerful tool allows you […].
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