Fonolo

OCTOBER 3, 2018

Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. While some are overhauling and optimizing their entire operations and adapting to the demands of modern consumers, there exist some (even those belonging to notable brands) that lag a step or two behind the speed of change.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

SharpenCX

OCTOBER 3, 2018

Average Americans spend five years of their lives being bored. And, what’s rated as THE number one most boring task that sucks up years of everyone’s life? We’ll let you in on the secret. Watching water boil and waiting for. Read More. The post What Agents Aren’t Telling You About Working in a Call Center appeared first on Sharpen Contact Center Software.

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Call Center Contact center software Contact Center 129

CX Global Media

OCTOBER 3, 2018

To assure alignment and execution of your contact center business plans, perhaps the single most important ingredient is the effectiveness of your fronltine supervisors. To a large extent, the level of your organization’s long-term success relies on the effective execution of daily operations, which is led by the frontline supervisor. To know if you’re at risk of creating success you must know how your supervisors compare.

Call Center 174

Call Center Coaching Contact Center Time management 174

Beyond Philosophy

OCTOBER 4, 2018

Each of us has a time of day when we are at our best. Likewise, we have times when we are not at our best. These times affect how we behave, and that can have repercussions for your Customer Experience. For example. I am a morning person. When I have something creative or complicated to do, I like to tackle it first thing. However, in the late afternoon to evening, I am useless.

Government 353

Government CRM Personalization Customer Experience 353

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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

OCTOBER 3, 2018

On a recent trip to Africa, I had the pleasure of meeting the Governor of Oyo State, Nigeria, the Honorable Abiola Ajimobi. He had a commanding presence and shared many insightful thoughts. I asked what made him successful, and he quickly responded with the following response: “ Good leaders don’t take people where they want to go. They take them where they need to go.”.

Customer Service 305

Customer Service Personalization Customer Experience Customer Care 305

Call Center Weekly

OCTOBER 1, 2018

culture: The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature. Corporate culture is rooted in an organization's goals, strategies, structure, and approaches to labor, customers, investors, and the greater community.

Morale 164

Morale B2B Customer Experience Sales 164

Beyond Philosophy

OCTOBER 5, 2018

To improve your customer experience you must also become much more customer centric. How do you do this? What should we focus on? Colin and Ryan discuss what you need to do and how this impacts building a great customer experience. Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Creating and Sustaining a Customer Centric Culture appeared first on.

Customer centricity 308

Customer centricity Customer Experience 308

ShepHyken

OCTOBER 2, 2018

The Convenience Revolution. How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty. Shep Hyken shares Six Convenience Principles from his latest book, The Convenience Revolution that will either disrupt the market or be disrupted. You don’t have to compete with all six convenience principles but if you can’t find one or two areas where your organization can raise its game, prepare to be disrupted!

Self service 274

Self service Customer Service Customer Experience Marketing 274

TechSee

OCTOBER 2, 2018

A Digital Twin refers to a virtual replication of a physical object – with the two linked together dynamically – enabling insights to be learned and actions to be taken within the virtual environment that can be applied to the physical object — ultimately to meet business goals. The digital twin concept impacts a wide range of domains, from engineering to architecture to aerospace.

Technology 176

Technology Customer Support Technical Support Self service 176

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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

Call Center Weekly

OCTOBER 5, 2018

Core Values - The fundamental beliefs of a person or organization. Core Values serve as the guiding light for how everyone in your company interacts, communicates and works with each other, external customers, and the community. The core values are the solid foundational building blocks on which your culture is built. They are your company's principles, beliefs, or philosophy of values.

Customer Experience 143

Customer Experience Coaching B2B Personalization 143

Interactions

OCTOBER 3, 2018

OCTOBER 3, 2018 These days, you can’t turn on the. Read more » The post AI and the Customer Experience: 3 Situations Where Customers Prefer AI appeared first on Interactions Resource Center.

Customer Experience 109

Customer Experience Customer Care 109

ShepHyken

OCTOBER 5, 2018

This week we feature an article by Brad Birnbaum who writes about how important it is for companies to deliver great service and create amazing experiences in order to compete with the big retailers and resellers. – Shep Hyken. Amazon’s success over the last two decades has permanently reshaped retail. Their intuitive shopping interface, wide selection, one-click ordering, and fast shipping have become the industry standard.

industry standards 222

industry standards Personalization Engineering Consulting 222

Contact Center Pipeline

OCTOBER 4, 2018

Happy Customer Service Week! No doubt you’ve already planned a week-long celebration for your customer care team that includes daily activities and recognition for their dedication and hard work. If you need a few more ideas or a bump of inspiration to keep the appreciation flowing, the following are our top 10 posts filled with […].

Customer Service 100

Customer Service Customer Care Contact Center Call Center 100

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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

Call Center Weekly

OCTOBER 3, 2018

Looking to grow your career? Expand into consulting and management? Leverage your customer experience and call center knowledge to hit the speaking circuit? Building a personal brand on LinkedIn is the key to opening new doors. But where do you start? Successfully optimize your profile Add a headline. Don't overthink it. This is meant to be a quick invitation as to why people should click on your profile.

Personalization 134

Personalization Real estate B2B Engineering 134

360Connext

OCTOBER 2, 2018

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title. Maybe you’re a survey pro or a journey mapping guide, but only when your regular duties allow.

Customer Experience 114

Customer Experience Journey mapping Education Feedback 114

CallSource Insights

OCTOBER 1, 2018

How many sales dollars is your dealership losing from poor phone skills? While it is true that the internet has taken up a large part of the consumer’s buying journey, the phone is still key in a prospect’s car buying process. Phone calls are still the initial point of contact with your dealership for 25% of all consumers. 1. During their discovery process, consumers will often call a car dealership looking for more information before stepping foot into the dealership.

Automotive 99

Automotive Sales Coaching 99

Contact Center Pipeline

OCTOBER 2, 2018

All the surveys tell us how important quality service is across contact channels. I haven’t seen a survey yet where customers say that service isn’t important. Our customers tell us they give more weight to quality of service than they do for price or product. These surveys certainly give us cause for pause… to review […].

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Contact Center Surveys Call Center 100

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

Aspect

OCTOBER 3, 2018

I’ve had a few interactions recently with customer service departments. None of them have been noteworthy. They weren’t terrible but I certainly couldn’t say that any of them were quick, convenient or exceptional interactions either. We hear a lot about bad customer service experiences because of the outrage they trigger. These stories might be repeated at the dinner table or make the news if they teeter on the outrageous.

APIs 107

APIs Self service SaaS Enterprise 107

Fonolo

OCTOBER 4, 2018

Business must be run at a profit, else it will die. But when anyone tries to run a business solely for profit … then the business must die as well, for it no longer has a reason for existence. – Henry Ford. Ford started out with a dream: Build a horseless carriage affordable enough for every American household. He wanted Ford Motors to be special, not just another giant, aloof institution in the marketplace.

industry standards 101

industry standards Interactive Voice Response Service level Customer retention 101

Customer Service Life

OCTOBER 4, 2018

In order to take the best care of others, we must first take the best care of ourselves. @jennysuedempsey. When it comes to fostering a culture of self-care and supporting our customer service agents to the best of our abilities, we must first set the stage and care for ourselves. If we can talk the talk, we better be walking the walk. I’m honored and SO excited to attend and speak at the upcoming ZenDesk Relate Conference this November held at The Fairmont in San Francisco.

Personalization 92

Personalization Customer Service Contact Center 92

Customer Experience Matters

OCTOBER 2, 2018

Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration. Take a look at last year’s ultimate CX infographic. Here are links to download different versions of the infographic: Infographic: in .jpg format, in .pdf format 18? x 24? poster: in .jpg format, in .pdf format. The post The Ultimate CX Infographic, 2018 appeared first on Customer Experience Matters®.

Customer Experience 99

Customer Experience 99

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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.

Aspect

OCTOBER 1, 2018

Over the last few years, digital transformation has been one of the biggest buzzword in business. As the enormous potential of Artificial Intelligence (AI), Robotic Process Automation (RPA), context-based omni-channel operations, analytics etc. becomes clearer, their popularity is increasing dramatically. The promise of new future-ready business processes, superior customer engagement and huge scope for innovation are spurring companies to scramble towards digital transformation initiatives. .

Technology 105

Technology Enterprise Analytics Metrics 105

Fonolo

OCTOBER 2, 2018

Voice-powered technology has grown exponentially in the past few years. On its journey, it has become more sophisticated and intelligent, and has evolved to sound and behave more like a real human would. Advanced voice-powered technology has become a central component of call center strategies at some of the largest businesses around the world, causing many stakeholders in the customer service field to begin asking important questions about the future of call center service.

Call Center 90

Call Center Technology Self service industry standards 90

Transparent BPO

OCTOBER 2, 2018

Editor’s note: This post is the first of a 4-part series addressing factors that contribute to outbound lead generation and customer acquisition success. We plan to publish parts 2-4 monthly. Companies choose to outsource their lead generation and customer acquisition programs for a variety of reasons. They may lack the expertise to do it themselves, […] The post 4 Critical Factors for Outbound Lead Generation Success, Part 1: Agents appeared first on Transparent BPO.

outsourcing 91

outsourcing Contact Center Call Center 91

Liveops

OCTOBER 5, 2018

You’re in your element. Now, keep your eye on the prize! Being your own boss, working from home and selecting your hours are all wonderful perks of being an independent customer service agent. Even so, staying productive and driven—especially when working from home—can be a challenge. In honor of Customer Service Appreciation Week, we curated real conversations from the Liveops agent online community, Liveops Nation , to compile the top 10 tips for staying motivated and delivering successful res

Personalization 90

Personalization Customer Service 90

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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

Aspect

OCTOBER 1, 2018

Automation is a word on the lips of many a business professional these days. Inevitably it inspires hope for the future for many a decision-maker, but it’s also responsible for raising fears amongst workers that their jobs might be under threat. With OECD figures predicting that 46 per cent of jobs are likely to be “significantly affected” by automation over the next 20 years, it’s not exactly an unreasonable fear to have.

Interactive Voice Response 86

Interactive Voice Response Chatbots Technology Personalization 86

Concentrix

OCTOBER 5, 2018

The post Concentrix Announces Close of Acquisition with Convergys appeared first on Concentrix.

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Relay Blog

OCTOBER 2, 2018

What’s one of the best ways to improve your business’ profitability? Hang on to your. The post Customer Retention Metrics Part 2: How to Keep Loyal Customers Happy and Optimize Post-Purchase Measurements appeared first on Relay.

Customer retention 86

Customer retention Metrics Customer Experience 86