ShepHyken

MARCH 17, 2021

It seems that most of the companies that customers love to do business with have something in common. They focus more on the customer than they do the sale. Sure, they want to make the sale, add more revenue and get higher ratings. What company doesn’t want that? But when they focus on the customer’s needs, the rest seems to fall into place. A great example of this comes from Dawn Mushill, one of our Shepard Letter subscribers.

Sales 433

Sales Customer Service Management Customer Experience 433

Fonolo

MARCH 18, 2021

You’ve probably heard the terms ASA and service level. But what do they really mean? KPIs, or Key Performance Indicators, are metrics used by contact centers to measure success and performance. There are many important KPIs, but these are arguably two of the most important. So how do they work? We’ll explore the relationship between these two KPIs and find out how you can use them to improve your contact center!

Service level 162

Service level Metrics Call Center Contact Center 162

Contact Center Pipeline

MARCH 18, 2021

Even as coronavirus cases continue to surge around the world, the rollout of COVID-19 vaccines has more companies planning for the eventual transition back to the physical workplace in some form. After nearly a year of working at home in isolation, employees are understandably concerned about their safety at work, especially amid recent well-publicized COVID […].

Contact Center 147

Contact Center Morale Call Center 147

Beyond Philosophy

MARCH 13, 2021

Ep 178 5 Rules for Making Customers Feel ‘Cared For’ and ‘Valued’ A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. We know that the most significant influence on a Customer Experience outcome is how a customer feels about it, for good or ill.

Journey mapping 282

Journey mapping Customer emotions Consulting Consulting 282

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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

MARCH 15, 2021

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. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. (Joseph Michelli) The art of post-pandemic experience creation will be to select relevant technology-aids accompanied by engaging human interactions and

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Customer Service Customer retention Customer Experience Technology 338

Contact Center Pipeline

MARCH 16, 2021

For decades, people have used the term “collaboration” to mean many things—from sharing intelligence and resources with allied nations during wars and peacekeeping missions, to gathering small teams in collab office spaces for networking and brainstorming sessions. The recent global pandemic raised the prominence of “collaboration” to buzzword status.

Contact Center 173

Contact Center Call Center 173

TechSee

MARCH 17, 2021

If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. There’s just something about waiting for the cable guy to show up some time between noon and 6 p.m. to fix your internet connection only to have him arrive late and leave with the issue unresolved.

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Wireless Self service Advertising Technology 164

ShepHyken

MARCH 19, 2021

This week we feature an article from Kaila Krayewski , Managing Director at Archipelago Communications. She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles.

Customer Service 231

Customer Service Customer centricity Self service Metrics 231

TELUS International

MARCH 15, 2021

Data annotation is the invisible infrastructure behind our AI-powered future. Learn more about this industry and why it's never mattered more.

Technology 167

Technology 167

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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

MARCH 17, 2021

Not long ago, as I walked the floor of a contact center, the voice of a customer service rep echoed toward me across mostly vacant cubicles. As his call ended, I approached. Noting the stress ball he was crushing, I said, “Tough call?” He nodded. “What’s it like managing those without all your peers here?” […].

Contact Center 162

Contact Center Management Customer Service Call Center 162

TechSee

MARCH 17, 2021

If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. There’s just something about waiting for the cable guy to show up some time between noon and 6 p.m. to fix your internet connection only to have him arrive late and leave with the issue unresolved.

Technology 109

Technology Wireless Self service Advertising 109

ShepHyken

MARCH 16, 2021

A Prescription for Excellent CX. Customer Service Lessons From the Disney of Healthcare. Shep Hyken interviews Neil H. Baum, MD , Professor of Clinical Urology at Tulane Medical School in New Orleans, Louisiana. They discuss some of the foundational concepts in creating an exceptional customer experience. Top Takeaways: Some businesses such as a healthcare practice or provider, do not have a product that the customer touches.

Healthcare 219

Healthcare Wait times Education Customer Service 219

Fonolo

MARCH 16, 2021

Still getting to grips with call center metrics and which ones are the most important? This blog will teach you what FCR is, the difference between First Call Resolution and First Contact Resolution, and everything about FCR that you need to know to succeed in a contact center. Contact Center Trends 2021. What is First Call Resolution (FCR) in Call Center Metrics?

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First call resolution Call Center Metrics Contact Center 125

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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

Totango

MARCH 19, 2021

The traditional customer journey infographic envisioned the customer’s experience from a sales and marketing standpoint, visualizing a funnel marking the steps from a lead acquisition through a sale, also known as the buyer’s journey. The traditional approach fails to see things from the perspective of the customer, instead, it takes a company-centric approach, splitting these into multiple journies each handled by a different department; marketing, sales, onboarding, retention.

Best practices 125

Best practices Customer retention Upselling SaaS 125

Outsource Consultants

MARCH 15, 2021

Every March, even the most casual of sports fans turn their attention to the NCAA Men’s Basketball Tournament. Maybe they’re in a bracket pool with their family, co-workers, or local bar. Maybe they simply can’t escape the (virtual) water cooler conversations and television coverage of buzzer-beater victories and monumental upsets. These amateur fans are often surprised by the unbalanced matchups in the early rounds, as they watch a tiny school from a rural area face off against a team packed wi

outsourcing 121

outsourcing Call Center Consulting Consulting 121

Integrity Solutions

MARCH 18, 2021

Effective sales recruiting strategies start with a well-defined Sales Success Profile based on objective performance criteria. Here’s how to consistently identify, attract and retain candidates with the talent and experience to become high performers. As a sales manager, it’s pretty frustrating when you spend a significant amount of time and energy coaching and developing someone only to discover in the end that, well, it’s not you, it’s them.

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Sales Coaching Personalization Management 129

Taylor Reach Group

MARCH 18, 2021

Hello we are working with a client to identify and fill this role (below), if you are interested in this opportunity please send you resume to my email ctaylor@thetaylorreachgroup.com and include ‘GSM Applicant’ in the subject line. Global Senior Manager, Consumer Response. What makes this a great opportunity? WHAT WILL I BE DOING? In your role as Global Senior Manager, Consumer Response, you will be part of our success by: Developing and delivering a roadmap for responding to incom

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Management Best practices Coaching Education 129

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

HelpCrunch

MARCH 18, 2021

Installing a live chat button is a must if you want to communicate with website visitors the right way. Discover your options. The post Live Chat Button: How to Install it and Talk to Customers Today appeared first on HelpCrunch blog.

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Aspect

MARCH 16, 2021

Nossa Série de Parceiros em Destaque entrevista os principais parceiros da Aspect em todo mundo e destaca o impacto nas experiências de agentes e clientes. O programa de parceiros de canais da Aspect é projetado para proporcionar maior engajamento do cliente, através da identificação dos melhores e mais brilhantes parceiros de canais para implantar o portfólio de soluções profundas e amplas da Aspect tanto locais (on-premise), quanto na nuvem.

Contact Center 118

Contact Center 118

Totango

MARCH 16, 2021

The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. We’ll cover the basics of: Customer journey mapping. How journeys differ for B2B and B2C customers. How to analyze your customer journey.

B2C 118

B2C B2B Journey mapping SaaS 118

Avoxi

MARCH 18, 2021

AVOXI Goes All-In on Remote Workforce As a global organization, providing a supportive and flexible work environment for our AVOXI employees has always been incredibly important to us. We understand that if we can take care of those who work for us - in return, they’ll be the ones taking great care of our customers. … The post AVOXI Goes All-In on Remote Workforce appeared first on AVOXI.

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117

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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.

Talkdesk

MARCH 16, 2021

Small and midsize business owners deserve PPP support in their corner. The covid pandemic mandating regional lock-downs and stay-at-home orders had a devastating effect on small and midsize businesses (SMBs)—the lifeblood of the U.S. economy—and when small businesses hurt, the whole economy hurts. The Paycheck Protection Program (PPP)—a business loan program established by the U.S.

Banking 121

Banking Government Wait times Contact Center 121

Aspect

MARCH 16, 2021

Our ? Partner Spotlight Series ? focuses on Aspect’s top partners around the globe and highlights the impact on agent and customer experiences. ? . Aspect’s channel partner program is designed to provide greater customer engagement through identifying the best and brightest channel partners to deploy Aspect’s solutions portfolio for both premise and cloud.?

Consulting 118

Consulting Consulting Contact Center Marketing 118

NICE inContact

MARCH 15, 2021

The challenges of 2020 put contact centers agility to the test. And with a lot of those challenges continuing in 2021, many contact centers are still struggling to manage with a variety of issues.

Contact Center 114

Contact Center Management 114

kommunicate

MARCH 18, 2021

WhatsApp’s massive growth in popularity over the past few years has created many opportunities for businesses. Companies around the world are currently discovering the power of the WhatsApp Business app. It allows you to send notifications and messages using a WhatsApp chatbot, which is a great way to increase and personalize customer engagement. WhatsApp has [.].

Chatbots 105

Chatbots Personalization 105

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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

Influitive

MARCH 19, 2021

When I tell colleagues that I perform improv comedy, I usually get one of the following responses: Blank stare (could be horror, I’m still not entirely clear) Oh cool! (tells me about doing improv in college/show they’ve seen/friend who performs) But by far the most common response I get is: “You make up everything on […]. The post How Improv Comedy Has Made Me a Better Community Manager appeared first on Influitive.

Management 98

Management 98

AnswerConnect

MARCH 19, 2021

It is said that if a person has a positive experience with a brand, they’ll tell one friend, but if they have a bad experience, they’ll tell three. And the first. The post How to improve call handling skills appeared first on AnswerConnect Blog.

Personalization 98

Personalization 98

Expivia

MARCH 18, 2021

Incredible customer service is the backbone of any call center. Agents deal with customers every day. So, they need to have the most crucial skills to handle their issues well. What exactly makes a call center agent good at customer service? And is there anything managers and supervisors can do to help? Let’s find out. Top 10 Customer Service Skills of the Best Call Center Agents.

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Call Center Customer Service Education Average Handle Time 98