Monet Software

NOVEMBER 30, 2018

Great forecasts are the result of many factors: collaboration with your marketing and sales teams, consistent agent performance that makes it easier to anticipate staffing requirements, and a workforce management solution that delivers precise results. But it all begins with data. A WFM solution cannot do its job without historical data that provides insight into service level metrics and past experience.

Contact Center 59

Contact Center Metrics Service level Accountability 59

Contact Center Pipeline

NOVEMBER 27, 2018

In his excellent 2018 book, “The Culture Code,” Daniel Coyle writes extensively about the concept of “safety” in company cultures. Coyle bifurcates all company cultures into two types—“creating” and “servicing”—and argues that the key similarity between successful cultures in these two types of businesses is in their ability to create safe environments for employees.

Contact Center 140

Contact Center Call Center Management 140

ChaseData

NOVEMBER 28, 2018

For most business owners and operators, scheduling is a priority. Ensuring that their workforce is available when they’re needed and that customers are being served is just part of creating a positive work environment and establishing good customer service. In the field of call center operations, though, scheduling is one of the most critical elements of business success.

Call Center 53

Call Center Customer Service call center software Management 53

Beyond Philosophy

NOVEMBER 29, 2018

I don’t go to a store looking for a product these days. What’s more, it occurred to me a couple of years ago that I no longer Google products that I want to buy; I “Amazon” them. I suspect many of you do the same. In many ways, Amazon-ing products is a result of the digital transformation. We have stores where we can purchase things, and then we have their online channels where we are buying things also.

Customer Experience 419

Customer Experience Benchmark Advertising Personalization 419

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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

NOVEMBER 28, 2018

In the past, I’ve written and talked about “ Telling Your Story.” The idea is that you look to create the “legendary” type of stories that come from your employees and set the bar for the customer experience you want to deliver. Probably the best example is the famous Nordstrom story where a customer returned a set of used tires to a Nordstrom – and the store employee gave the customer a refund.

Customer Experience 319

Customer Experience Customer Service 319

Steve DiGioia

NOVEMBER 26, 2018

This original article was written by Steve DiGioia. Here are two questions for you. 1) Where does an employee receive the necessary skill set to become a customer service superstar? 2) How can we identify the needed traits of a potentially great service provider? I was thinking back to my daughter’s high school awards ceremony. She, as well as over 100 other students, were being recognized for their athletic and academic achievements.

Customer Service 239

Customer Service Management 239

Beyond Philosophy

NOVEMBER 30, 2018

Customers tend to partition money and resources into different categories and this affects their spending patterns. What are the implications of this for you? How can you use this to take your customer experience to the next level? Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Understanding Customer’s Mental Budgets appeared first on.

Customer Experience 302

Customer Experience 302

ShepHyken

NOVEMBER 27, 2018

It’s All About The Customer. Using Journey Mapping to Put the Customer Back into the Customer Experience (CX). Annette Franz returns to Amazing Business Radio to discuss becoming more customer-centric, how to understand your ideal customer, and journey mapping. . . Top Takeaways: The only way you’re going to design a product or service that customers will want and need is to understand their pain points, what problems they’re trying to solve, and what they’re trying to

Journey mapping 276

Journey mapping Customer centricity Surveys Feedback 276

Call Center Weekly

NOVEMBER 29, 2018

The importance of getting access management right cannot be overstated. You need to make sure that anybody accessing your systems – and the data within - is exactly who they say they are. This is especially important when dealing with agents and customer service representatives who have access to vast amounts of sensitive data. This trusted access to cardholder data, personal details or medical records helps ensure the best customer experience but it also makes the call center a prime target for

Call Center 198

Call Center Education Management Surveys 198

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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

Callminer

NOVEMBER 27, 2018

I was fascinated by a story about the cost of complaints based on a study by the Institute of Customer Service. The research suggested that time wasted by customers making complaints, and the cost to businesses and their suppliers in dealing with them, cost the UK economy £190bn a year in lost productivity. Jo Causon, the Institute’s chief executive, said companies should deal with problems promptly and get the balance right between technology solving the issues and human interaction with

Analytics 186

Analytics Coaching Technology Surveys 186

Beyond Philosophy

NOVEMBER 26, 2018

My local diner has a menu that looks like a spiral-bound book. “Breakfast served all day!” it says, before presenting me with four pages of breakfast fare, then another six that seem to span the globe. Fried chicken and waffles. Burritos. Spaghetti and meatballs. On a recent visit, I planned on having a sandwich, but the menu gave me pause. Maybe I really wanted breakfast.

Consulting 274

Consulting Consulting Customer centricity Sales 274

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. Given the importance of competing on the customer experience, the idealistic approach is an encouraging sign.

Abandon rate 251

Abandon rate Journey mapping Average Handle Time Customer centricity 251

Myra Golden Media

NOVEMBER 30, 2018

This week has been dedicated to customized customer service eLearning for some of my favorite clients. Well, all of my clients are my “favorite.” People often ask me how we put together our tailored online training for clients. So, I decided to take you behind the scenes. Read on to see how we create custom video training. It all starts with a Discovery Discussion, where I learn about what my client wants to accomplish with the training.

Customer Service 166

Customer Service Scripts Customer Experience 166

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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

Callminer

NOVEMBER 26, 2018

I was fascinated by a recent story about the cost of complaints. I believe technology, particularly speech analytics can help in three ways.

Analytics 182

Analytics Technology 182

Contact Center Pipeline

NOVEMBER 29, 2018

Holiday travel provides a lot of down time (aka blog reading time) at the airport, on trains, as a car passenger. Pipeline blog readers took advantage of their spare moments this month to catch up on the topics that are trending and some that are always relevant for running a high-performing contact center. The following […].

Contact Center 140

Contact Center First call resolution Employee engagement Call Center 140

ShepHyken

NOVEMBER 26, 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. Busting 3 Massive Myths About Employee Engagement by Christine Comaford. (Forbes) There’s a lot of buzz about employee engagement these days.

Customer Service 215

Customer Service Airlines Employee engagement Morale 215

Myra Golden Media

NOVEMBER 29, 2018

Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

Customer Service 120

Customer Service Customer Experience 120

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

Return Customer

NOVEMBER 28, 2018

Telegrams first gave way to the telephone which were then made obsolete by smartphones. Everything around us is evolving and so is customer service. Most businesses today have three or four channels of communication that allows customers to reach to them via phone, email, live chat and so on. But instead of waiting for problems to appear and then go about solving them, why not anticipate customer demands in advance?

Customer Service 124

Customer Service Engineering Feedback Marketing 124

Contact Center Pipeline

NOVEMBER 28, 2018

The more career-centered workforce managers I meet, the more alike I notice that we all are. We share the same traits, with experience level being the main difference. That is because, regardless of the industry, the size of the call center or the office locale, workforce managers share the same typical experience set. We have […].

Management 100

Management Call Center Contact Center 100

Fonolo

NOVEMBER 27, 2018

Good customer service is crucial to the success of any business. It also happens to be one of the hardest things to ‘get right’, even for the most seasoned of brands. Imagine spending eight hours a day fixing problems you didn’t cause in the first place. Now imagine that your hands are tied in a million different ways and you’re unable to resolve the bulk of the customer complaints that are on the rise.

Customer Service 119

Customer Service Call Center Engineering Contact Center 119

Taylor Reach Group

NOVEMBER 30, 2018

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. Yet these bright, bright people still manage from time to time to do things that defy understanding. This is my top ten list of really dumb things that smart call and contact center executives do. If you have any dumb things to add to the list let me know or comment below. 1.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

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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.

Concentrix

NOVEMBER 28, 2018

Most Effective Client Program London, UK – Our team in Bulgaria won “Most Effective Improvement Program” at the ECCCSA awards gala in London on Nov. 27, The post Concentrix Wins European Contact Centre and Customer Service Awards (ECCCSA) appeared first on Concentrix.

Customer Service 110

Customer Service 110

ProProfs Blog

NOVEMBER 30, 2018

It’s disheartening to see your Shopify store customers abandon their carts. The feeling further magnifies when you get to know that cart abandonment leave a 97.9% gap in conversions. As scary as this sounds, you need a recovery plan in place. But before you reach that level, it is crucial to assess their reasons for abandoning the cart. Let’s take a look at some of them below.

Banking 100

Banking Accountability Sales Personalization 100

Customer Experience Matters

NOVEMBER 29, 2018

What motivates employees? This may seem like a difficult question to answer, but it’s not hard at all. There’s one overwhelming answer: Making a positive difference. In our latest consumer benchmark study, we asked more than 5,000 full-time U.S. employees to select which of eight job characteristics they felt was the most important. Here’s what […].

Benchmark 106

Benchmark Employee engagement Customer Experience 106

TechSee

NOVEMBER 27, 2018

Augmented Reality (AR) – the ability to overlay and share physical objects, spaces and images on mobile devices – is revolutionizing the customer experience across multiple industries. AR has emerged as an innovative tool that allows enterprises an almost unlimited opportunity to interact with consumers on their mobile devices. AR is expected to grow into an $80 billion market by 2025, with Google forecasting that hundreds of millions of mobile devices will support AR capabilities in the coming

Customer Service 84

Customer Service First call resolution Self service Contact Center 84

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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

GetFeedback

NOVEMBER 30, 2018

Today, companies must provide customers with personalized, seamless customer service across all channels. But that’s not all—the modern customer also expects to receive speedy support from a real person, which means the days of putting customers on hold are over. Given these expectations, implementing a live chat feature should be a no-brainer for your business.

Customer Service 94

Customer Service Surveys Best practices Accountability 94

Liveops

NOVEMBER 30, 2018

How will you know you’re ready for your comeback? When you’re anticipating a baby—whether years or weeks in advance—there’s lots of fun stuff to think about and plan: the colors of your nursery, names, a party with friends and family. The list can go on and on. You also may be wondering how one goes about incorporating a tiny human into an already strained work/life balance.

Coaching 82

Coaching Personalization Customer Service 82

Customer Experience Matters

NOVEMBER 26, 2018

You might have heard Qualtrics discussing X-data (experience data) and O-data (operational data), and wondered, should we care? The answer is yes, and here’s why. Let’s start with a basic premise that no individual experience exists in a vacuum. People form their opinions about any experience based on a collection of different factors. The more we can understand those factors, the better we can extrapolate the insights about a single personal experience to form a deeper understanding

Customer Experience 88

Customer Experience Personalization Employee engagement 88