ShepHyken
OCTOBER 20, 2021
Many years ago, my daughter and I were in our basement, and she found an old typewriter. She looked at it with amazement and asked, “Dad, what’s this?” I explained it was what we used before computers and keyboards were invented. We would type letters and thank-you notes on a piece of paper, without spell-check. She asked if she could play with it. It kept her busy for days.
Contact Center Pipeline
OCTOBER 20, 2021
There are more ways than ever for customers to interact with a company—from chatbots to text, email and even social media. But despite the rise of new digital communication channels, voice still reigns as king when it comes to sales and customer support. The problem with voice is that, historically when a call ends, the […].
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Callminer
OCTOBER 19, 2021
Call center analytics software is an important tool in optimizing, growing and making your call center more efficient. Learn what's needed to discover and acquire the best solutions on the market.
Myra Golden Media
OCTOBER 20, 2021
People in my workshops ask, “What do I say when a customer threatens suicide?” Customers in distress are stressful for customer support teams. When customers threaten self-harm or harm to others, they’ve taken the interaction outside the boundary of sincere conversation. Understand this. You’re not trained to handle people in crisis.
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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
OCTOBER 22, 2021
Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. He shares six ways companies and their brands can deliver an exceptional customer experience. Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
OCTOBER 21, 2021
We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Some might say it is because of COVID, but I don’t think so. . Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic.
Callminer
OCTOBER 21, 2021
Getting omnichannel customer service right involves balancing myriad moving parts. This blog shares what makes omnichannel customer service important and how you can master it.
ShepHyken
OCTOBER 18, 2021
Each week I read many 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. Why A Sparkler Beats A Candle Every Time by Dan Gingiss. (Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.
Contact Center Pipeline
OCTOBER 19, 2021
I am taking liberties with Zoom’s brand name, as it appears that the masses use the word Zoom as a noun, referring to video meetings in general. This is true even when using Teams, Skype, Webex, etc., and so it shall be here. We have all spent an enormous amount of time in Zoom meetings […].
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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.
Beyond Philosophy
OCTOBER 16, 2021
Total agreement is overrated. Disagreements are good for us. They challenge the status quo and push the standards for improvement. After all, if you only talk to people who agree with you, how would you know when you are wrong? In this episode, I debate with Customer Experience critic Alex Mead , Chief Customer Service Experience Officer, about how we Customer Experience influencers are doing everything wrong.
Fonolo
OCTOBER 21, 2021
Emotional intelligence has always been a hot topic in the customer service world. As contact centers across the world continue to recover and adapt from the aftershock of the COVID-19 pandemic, it’s become clear that empathy isn’t just a trend customer support teams need to embrace – it needs to be part of your operational foundations.
ShepHyken
OCTOBER 19, 2021
Creating Personalized Experiences at Scale. Personalization and Creativity in Customer Experience. Shep Hyken interviews Noa Danon, Co-Founder and CEO of EverAfter. She has extensive experience leading Product and User Experience teams. They discuss how organizational businesses can ensure customer renewals and expansion by creating personalized customer experiences.
TechSee
OCTOBER 19, 2021
Product returns are a costly proposition for the vast majority of manufacturers and retailers. According to the National Retail Federation (NRF), consumers returned an estimated $428 billion in merchandise – approximately 10.6% of total U.S. retail sales – in 2020. Managing these product returns takes a significant bite out of a company’s bottom line.
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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.
SharpenCX
OCTOBER 21, 2021
A staggering 97% of consumers reject or ignore phone calls from a business or a person they don’t know. Outdated auto-dialers have trained us to press decline when a number we don’t recognize calls. And even as the typical auto-dialer has “progressed” to mimic our area codes or appear familiar, your customers are done falling for the tricks. Chugging through lists of callers might appear productive, but it doesn’t get you in front of your customers.
The Northridge Group
OCTOBER 20, 2021
One thing we’ve learned from the COVID-19 pandemic is that people love ordering products and services online. The age of “digital first” interactions—in which customers encounter businesses online rather than through traditional phone or in-person channels—is here, and it dominates our daily lives. With companies across nearly every industry scrambling to create exciting “digital first” customer experiences , it’s easy to imagine that human associates in traditional customer service contact cent
Outsource Consultants
OCTOBER 20, 2021
As a child, did you have a trick-or-treating strategy to maximize both the quality and quantity of your candy haul? Of course you did; when something is important, you don’t leave anything to chance. At Outsource Consultants, we have a proud history of finding outsourcing analogies with seemingly unrelated topics , and this is no exception. Because the tactics you once used to fill your pillowcase with chocolate are the same ones you should be using for outsource call center search and selection
Guru
OCTOBER 19, 2021
Creating an accessible, equitable, and highly user-friendly application has always been a top priority for Guru. We believe that our tool has the power to give everyone access to the critical information they need to succeed in their jobs—inclusive of users of all cognitive and physical abilities.
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
OCTOBER 19, 2021
The world has changed, and the way people communicate has changed along with it. With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. In this PeopleMetrics LIVE! session, our customer experience experts dive into these two methods, SMS & video feedback , to show you how modern companies are using them to get not only more feedback but richer feedback that drives resul
Hodusoft
OCTOBER 22, 2021
Top 10 Tips to Improve the Productivity of Your Call Center Agents. Call centers are typically considered cost centers, evaluated primarily based on the results they produce. Particularly, the metric- cost per contact. Due to its highly competitive nature, it is one of the toughest, and demanding industries. Therefore, maintaining improve call center productivity, agent productivity can be a difficult task for managers.
Help Scout
OCTOBER 19, 2021
To get the most out of your customer service team, they need access to the right support tools and resources. Here are 27 to consider.
NICE inContact
OCTOBER 21, 2021
In 2021, customer satisfaction is the competitive battlefront. Businesses today face unprecedented amounts of competition as they try to differentiate themselves on the customer service experience. This is true even of niche businesses. Everyone is competing for customers, and you need to have more than just great products if you hope to survive and thrive in today’s world.
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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.
Spearline
OCTOBER 21, 2021
Telecommunications problems Networks are complex. They’ve become more complicated as voice, video, and data compete for the same resources. When things go wrong in the world of telecommunications they get investigated. Energized teams assemble like crime scene investigators. Specialists gather the digital evidence that will find the root cause and support corrective action.
Eptica
OCTOBER 22, 2021
Date: Friday, October 22, 2021 Author: Pauline Ashenden - Demand Generation Manager The five customer service learnings we can all take from Amazon. Published on: October 22, 2021. Author: Pauline Ashenden - Demand Generation Manager Over the last 25 years Amazon has become the go-to benchmark for building a successful business. And much of this success has been built on valuing customers and ensuring they are at the heart of virtually every business decision.
Help Scout
OCTOBER 20, 2021
Some customer questions are difficult, but that additional effort goes unnoticed outside the team. What if those costs were shared on a menu?
ConvergeOne
OCTOBER 19, 2021
Disasters. They can mean different things to different companies. One company might be scrambling without any sense of direction during a malware attack; another company might be as cool as a cucumber. The difference is having a plan in place and the right personnel to help fulfill it. Franz Kafka, a major figure in 20th-century literature, stated, “Better to have and not need than to need and not have.”.
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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.
Tethr
OCTOBER 18, 2021
Have you ever wondered what separates a great call center agent from a great one? Spoiler: It’s not what you might think. In our Harvard Business Review article Kick-Ass Customer Service , we broke down the traits of top-performing agents in service centers, based on some of the research we’ve done around how to evaluate call center agent performance.
Fonolo
OCTOBER 19, 2021
No matter where someone’s working, there will always be positive points and pain points. Though they vary from person to person, there are a few universal pros and cons to working in a contact center environment that all agents tend to agree on. The best way for call center managers to combat the cons is to identify what they are and what you can do to help your agents work through them.
Help Scout
OCTOBER 21, 2021
Learn about 15 types of customer communication tools you can use to engage your audience and make the most of your customer relationships.
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