Contact Center Pipeline
AUGUST 29, 2018
Hiring and onboarding new employees are processes that no contact center manager takes lightly, especially since high agent turnover remains a top challenge. Compounding this challenge is the fact that many new employees lack the appropriate skills and support required for long-term success. Standardizing an appropriate onboarding process that nurtures new agents is important to […].
CX Global Media
AUGUST 27, 2018
I believe in the human spirit and that we can overcome some of the most difficult obstacles with the proper mindset and approach. When it comes to improving survey scores, most contact centers have way too many obstacles and paths in front of them, so they need to learn to take a path less traveled. Ignore Survey Scores. I am an even bigger believer in the unconventional and creative ways to overcome obstacles.
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Fonolo
AUGUST 29, 2018
It’s a noisy little planet we live on. In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. It’s simply become too loud. This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of bot
Beyond Philosophy
AUGUST 31, 2018
Many times, people do not say what they mean or what they are thinking. Why is this? What are the implications on a customers experience? In this special interview with expert Steven Gaffney we look at the role of honest communication to improve workplace quality and the Customer Experience. Find out more at [link]. The post Why People Don’t Say What They Mean?
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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.
ShepHyken
AUGUST 29, 2018
When you treat employees like rock stars, they will treat your customers like rock stars. That is what employee engagement is all about. Great leaders have preached that when you treat your employees well, they treat their customers – and fellow employees well. My friend and fellow customer experience expert, James Dodkins, has a great way of saying it: If you want to put your customers first, you need to put your employees first, first.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Toister Performance Solutions
AUGUST 30, 2018
Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. "I have six minutes to solve their problem, and it's not enough time." The technical support agent was sharing her struggle with her contact center's talk time goal.
Beyond Philosophy
AUGUST 30, 2018
Customers that recommend you to other people are the gold-standard of successful Customer Experience. How likely they are to tell their friends and family about you is measured by the Net Promoter Score (NPS), a common metric used by organizations to evaluate their performance in Customer Experience. These customers are your most loyal and the most sought-after of the lot, the “Raving Fans” of your organization.
ShepHyken
AUGUST 31, 2018
This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. The hype around AI is high, but it may seem unclear to businesses, whether they’ll benefit from it themselves. However, there are enough examples that prove that companies can analyze the data to categorize it, find patterns and provide personalized recommendations to their customers.
Callminer
AUGUST 26, 2018
We are happy to share three video success stories from customer's that utilized speech analytics and automated scoring to achieve their overall goals.
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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.
Ansafone
AUGUST 30, 2018
Healthcare Contact Center Best Practices Medical centers have unique needs that require healthcare call center companies to ensure compliance with federal regulations, careful handling of high call volumes and delivery of meaningful customer experiences along with implementation of industry best practices [crosslink]. Outsourcing partners provide a host of services for the healthcare industry, ranging from … Best Practices When Choosing Healthcare Call Center Companies Read More ».
Myra Golden Media
AUGUST 27, 2018
For all of my customer service workshops, I like to arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. In the past, I’d just hang out in the back of the room, and I’d approach the front only after I was introduced. But I’ve found that talking to workshop participants before the training starts helps me to connect with my audience before I speak my first word.
ShepHyken
AUGUST 28, 2018
Be Nice… Always. Why (and How) to Put Your Customers at the Center of Your Decisions. Shep Hyken sits down with his close friend, colleague and customer service expert Buddy Rice. They discussed how he helped Delta Airlines with their customer service culture, what customers are really looking for, and the RATER service quality model. ? ?. Top Takeaways: Customers aren’t always looking for money or a “yes” to fix their problems.
Contact Center Pipeline
AUGUST 30, 2018
The end of August signals the end of the summer and, for many, a renewed focus on the workplace. For contact center professionals, this month was all about people. Our most-read posts in August included how to communicate the contact center’s value to top-level executives; how to create better schedule harmony between agents and the […].
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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.
CX Global Media
AUGUST 28, 2018
Contact centers around the world face similar challenges, yet so many continue to work in silos. To tear down the barriers that are preventing you from delivering an exceptional customer experience, you can’t do it alone. Many contact center leaders have an opportunity to accelerate their success by collaborating with others. When they do, value is returned in shortened learning curves and the ability to make better business decisions.
ProProfs Blog
AUGUST 31, 2018
Delightful customer experience! A motto every company wishes to follow and abide by at all times. But is it really possible? Guess what, statistics like: Annually US companies lose $62 billion due to bad customer service. 74% customers switch to a different option in market if their purchasing experience has been too difficult. 51% customers never go back to the same organization after experiencing one negative instance.
ShepHyken
AUGUST 27, 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. How Companies Thrive by Making You Obsessed by Tiffani Bova. (Medium) Customer service is still king. My Comment: Tiffany Bova is smart, and I’m especially excited about her new book, Growth IQ.
Contact Center Pipeline
AUGUST 28, 2018
If you’re in the market for workforce management (WFM) software and you don’t know how to get started, consider these two approaches: Use a WFM request for proposal (RFP) questionnaire with multiple vendors. Give the highest weightings to your most critical priorities (anything that you cannot live without). For example, if you are an outbound/inbound […].
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!
PeopleMetrics
AUGUST 31, 2018
The following is an excerpt from Listen Or Die by Sean McDade, PhD. Customer service (CS) is critical for delivering a great customer experience (CX). All too often, these terms are used interchangeably, but they are not synonymous— CS is not the same as CX. Customer service is part of the overall customer experience, not the entire customer experience.
TechSee
AUGUST 28, 2018
AI technologies have successfully transformed customer care, using smart automation to provide win-win solutions for both customers and agents. Fueled by more than 300% growth in AI investments, these technologies have delivered cost reductions of $68 billion , enhanced CX with 85% of customer interactions expected to be through robots by 2020 , and increased agent productivity with 80% of executives reporting that they believe that AI will improve employee performance going forward.
Bright Pattern
AUGUST 29, 2018
One of the most compelling reasons to transition to the cloud is that customer satisfaction levels depend on it. Digital leaders such as Amazon, Apple, and Uber continuously deliver a simpler, more immediate and individualized customer experience (CX). These innovators are raising the bar for all market players, leading customers to expect the same level of CX from everyone.
Amity
AUGUST 27, 2018
At Amity, we define persona as a description of a type of customer, including associated job titles, work responsibilities, current goals, pain points, etc., based on research of existing customers. You’ve probably heard of personas helping teams segment prospects and customers in a Sales and Marketing context. However, personas don’t need to be exclusive to those teams.
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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.
GetFeedback
AUGUST 29, 2018
If you use Net Promoter Score (NPS) to keep tabs on customer happiness, then you know how painful a low score can feel. While NPS is a valuable customer experience metric , it also opens you up to a lot of criticism from detractors, or customers who give you a score of 6 or below. It’s the feedback no one likes to get: this person would definitely not refer business to you.
BlueOcean
AUGUST 30, 2018
Did you know that 32% of customers worldwide will quit doing business with a brand – even if they love it – because of just one bad experience? This statistic from a PwC survey is an eye-opener for any organization that interfaces with customers on a regular basis. But what constitutes a bad experience? Although the surface reasons may be broad, often the root cause is a failure to evolve the customer service solution.
DMG Consulting
AUGUST 31, 2018
The Next Act: The AI-Enabled Contact Center. In 2005, 13 years ago, I published the book The Real-Time Contact Center. My goal in sharing the concepts in this book was to provide a technical and operational framework for anyone who uses this “delivery and service” vehicle for customer assistance or sales. The idea behind the book was (and still is) conceptually simple – to utilize the real-time capabilities of contact centers to assist people (customers, prospects, partners, public, etc.)
Revation Systems
AUGUST 27, 2018
As unified communications (UC) continues to undergo its own digital transformation alongside healthcare and banking, chatbots have emerged as a key player in the next phase of simplified communications. While some worry that technology like chatbots or artificial intelligence (AI) will jeopardize the “humanness” of certain industries, it’s quite the opposite.
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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.
The Northridge Group
AUGUST 28, 2018
Recent research reveals that 81% of businesses strive for customer experience to be their competitive differentiator, yet only 22% of businesses themselves report that they are exceeding customers’ expectations.
Influitive
AUGUST 31, 2018
ADP is known throughout the world for their human capital management services. In fact, your paycheck might just have ADP’s name on it. In recent years, the way customers learn about ADP’s services has changed. They now conduct extensive research online and seek recommendations from their peers before they speak with a sales rep. ADP.
Customer Service Life
AUGUST 27, 2018
This article was originally published on the ICMI blog on June 13, 2018. Click here to read the original. While I’ve certainly had my share of coaching conversations in my career while working to help contact center agents improve quality and performance, it felt incredibly presumptive to position myself as the authority on the topic when I happen to work with a bunch of coaching experts here at FCR.
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