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 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.
Advertiser: ZoomInfo
Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.
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.
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 […].
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?
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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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.
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.
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 […].
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.
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.
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Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more
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.
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.
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.
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.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
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.
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.
Advertiser: ZoomInfo
In today’s ultra-competitive markets, it’s no longer enough to wait for buyers to show obvious signs of interest. Instead, sales teams must be proactive, identifying and acting on nuanced buyer behaviors — often before prospects are fully ready to make a purchase. In this eBook from ZoomInfo & Sell Better, learn 10 actionable ways to use these buyer signals to transform your sales strategy and close deals faster.
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.
Omnicus
AUGUST 28, 2018
Why you should reinvent your organization to take advantage of the best of digital and human capabilities.
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.
Liveops
AUGUST 28, 2018
Meet the people handling your most important customer interactions. When you buy traditional call center services, you’re getting the customer service equivalent of a black box. The agents are typically represented by Suzy Stockphoto—a smiling model in a headset—but who is really answering your customers’ calls? Since employee turnover is high, the true quality of these agents is difficult to evaluate.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.
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.
CSM Magazine
AUGUST 31, 2018
Some people are just naturally good at providing great customer service. They are people pleasers. They pay attention to details. And, it seems to come naturally to them. So, are they born with it, or do they learn it? How do they recognize this is what they are good at? Just a few weeks ago I went through an exercise and one of the questions was about my “entrepreneurial DNA.
kommunicate
AUGUST 30, 2018
Customer support, for most companies, has been a cost center. Especially, when responsibilities like account management and customer success have moved on to dedicated teams. Having said that, customer support is sometimes the only criteria that separate you from your competitors. How happy your existing customers are can determine how much revenue would you get […].
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