Myra Golden Media

JULY 2, 2018

Most of your customers are reading the emails you send on their phones or tablets. And they’re reading your messages while they’re on the go, or doing a couple of other things. Like you, your customers are busy. You can make it easy for customers to quickly read and understand your message by doing just a few key things. Just as companies design their websites for customers to access information with just a few clicks, you need to structure your emails, so that they can be quickly read, and unde

Best practices 120

Best practices Customer Service Customer Experience 120

CX Global Media

JULY 6, 2018

While meeting with Sean Minter of AmplifAI at ICMI’s Contact Center Expo we explored the potential value that Artificial Intelligence could deliver to the frontline contact center supervisor’s performance. AI can’t coach your agents. But what AI could do is help your supervisors to more effectively and efficiently coach agents. Goodness knows the amount of data that can be used for agent performance management is absolutely overwhelming.

Contact Center 240

Contact Center Coaching Business Process Outsourcing Call Center 240

Call Center Weekly

JULY 6, 2018

In today’s business world, the desire to reach more consumers is a top priority. With global online purchasing easier to accommodate, and businesses expanding into new geographies, one can naturally expect a surge in non-English speaking customers. This is certainly having an impact on contact center strategies as we must determine how to provide support to these new clients.

Contact Center 212

Contact Center Technical Support Government Consulting 212

Beyond Philosophy

JUNE 30, 2018

Colin Shaw and Professor Ryan Hamilton discuss non-conscious influences: What are subliminal messages? How do they affect your behavior? Can we use them when building a customer experience? The post How Small Things Influence Customer Behavior. appeared first on.

Customer Experience 268

Customer Experience 268

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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

JULY 4, 2018

Technology is great… until it’s not. You are on a website. A little box pops up and there’s a picture of a customer service rep with a typed message asking if you need help. So, you type a question, and just a moment later you get a response. That’s the perfect scenario. But, what happens when the response is wrong? I was on a website looking for a camera for my notebook computer.

Chatbots 267

Chatbots Customer Support Customer Service Technology 267

Callminer

JULY 1, 2018

There is a way to safeguard your customers and your business from fraud - speech analytics.

Analytics 207

Analytics 207

Beyond Philosophy

JULY 6, 2018

Many drivers of human behavior can be traced back to caveman days. Colin Shaw and Prof. Ryan Hamilton explore what they are, how you can identify them, and what you should do to respond. The post Understanding Customer Basic Instincts appeared first on.

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199

ShepHyken

JULY 2, 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. 11 Types of Difficult Customers and Ideas for How to Handle Them (INFOGRAPHIC) by David William. (Small Business Trends) A critical part of running a successful business is managing customers.

Customer Service 189

Customer Service B2C Feedback B2B 189

CX Global Media

JULY 3, 2018

Meeting with Nate Brown from United Laboratories at ICMI’s Contact Center Expo was absolutely a thrill. Especially catching up with him after being the MC of the ICMI Global Contact Center Awards. During our interview Nate shared some important current and future insights into the contact center industry and how you can make an impact. And leave a legacy that positively impacts the entire contact center community.

Contact Center 185

Contact Center Coaching Call Center Analytics 185

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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

JULY 4, 2018

A contact center must look at agent productivity, expenses, and eliminate steps in the agent’s process.

Contact Center 182

Contact Center 182

Contact Center Pipeline

JULY 5, 2018

Most companies—and contact centers—have traditionally operated on the principle that the rules of the workplace always outweigh the needs of employees. Few companies have managed to break away from that model, but those that do generally find that partnering with employees to meet business objectives leads to a much more satisfying work environment and greater […].

Contact Center 133

Contact Center Management Call Center 133

ShepHyken

JULY 6, 2018

This week we feature an article by Natasha Postolovski who shares the idea of using sales contests to help motivate a higher level of customer experience at your organization. – Shep Hyken. Customer experience is the most important factor in the success of a retail business. In fact, in highly competitive industries where brand loyalty is fleeting, companies cannot afford to deliver anything less than a perfect customer experience, or customers may take their business elsewhere.

Sales 185

Sales Customer Experience Upselling Management 185

Customers That Stick

JULY 5, 2018

Let’s just say it right here at the start — dealing with difficult customers stinks. Having provided customer service training to thousands upon thousands of people at all levels of organizations, I’ve learned that there is one thing every person who works with customers wants to know: how to successfully navigate difficult customer service situations and customers.

Customer Service 119

Customer Service Personalization Customer Experience Management 119

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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

JULY 5, 2018

When it comes to improving efficiency, many call centers choose to record phone calls and track average handle time , and first call resolution rates. The less effort required on every call should lead to agents being able to assist more customers. Call center efficiency actually results from the agents’ drive, motivation, and their overall well-being.

First call resolution 157

First call resolution Call Center Average Handle Time Contact Center 157

Inbenta

JULY 2, 2018

Chatbots are a time-saving resource for internal employees whose energy is better spent on meaningful work and productivity. Internal chatbots have the potential to boost accessibility, efficiency, and employee satisfaction in your workplace. Chatbots are easy to use, setup, and deploy. Chatbots, conversational agents, virtual assistants — whatever you choose to call them, automated conversation is more relevant than ever.

Chatbots 110

Chatbots APIs Engineering Customer Support 110

ShepHyken

JULY 3, 2018

Turning Happy Customers i nto Brand Advocates. How will chat and chat bots transform customer service in the near future? Shep Hyken discusses turning customers into viral promoters, a new customer-focused growth model, and the next phase of automated customer service with Michael Redbord, GM of the Service Hub at Hubspot. ? ?. Top Takeaways: Redbord shares the five rules of a customer-centric organization. 1) Knowledge of your customer. 2) Applying the knowledge. 3) Listening and prioritizing.

Customer centricity 144

Customer centricity Self service Employee engagement Chatbots 144

Taylor Reach Group

JULY 4, 2018

By: Colin Taylor . Why would you want to retain a consultant? Common wisdom would have it that all they do is “borrow your watch and tell you the time”. What can a consultant really bring to the table that can assist your center and your organization when you a looking at moving or establishing a new center? Seven Reasons You Need a Consultant’s Expertise When Selecting a Contact Center Location.

Consulting 109

Consulting Consulting Contact Center Call Center 109

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

TechSee

JULY 3, 2018

“Instruction manuals” The words conjure up images of thick black-and-white tomes, boring, underused, maybe even untouched for years in our homes. But no longer. Augmented reality has “blown the dust” off the instruction manuals of yesteryear. Augmented reality (AR) is maturing as a technology and its adoption on mobile devices is growing steadily.

Enterprise 128

Enterprise Banking Consulting Consulting 128

Fonolo

JULY 5, 2018

What does the future hold for customer service? A common theme in answer to this question is, “Improvements in automation and self-service will erode the importance for call centers.” That theme gets reinforced every time you read an announcement from a company touting success of a new automation project. It also gets strengthened by the marketing efforts of all the vendors selling self-serve technology.

Chatbots 100

Chatbots Self service Interactive Voice Response Banking 100

HGS

JULY 5, 2018

How Digital Transformation Is Reshaping Every Industry. By James Waite, HGS Head of Marketing, Europe. How many industries can you name that have been completely reshaped by a market entrant tearing up the rules? There’s, of course, the smartphone industry. Back in the 1990s, the biggest mobile phone company in the world reshaped how mobile phones were used.

Business Process Outsourcing 100

Business Process Outsourcing outsourcing Marketing Technology 100

Contact Center Pipeline

JULY 4, 2018

We hope that you enjoy your Independence Day celebration—and have a happy and safe 4th of July!

100

100

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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.

Peter Lavers

JULY 3, 2018

Like many people I’m a member of many loyalty programmes – from grocery retail through to airline frequent flyer clubs. I recently received two very similar direct mail offers from major retailers that got me thinking about the strengths and weaknesses of loyalty programmes. Let me explain further. The two mailings that I received were almost identical in their treatment (except the branding, of course!).

Airlines 100

Airlines Marketing Customer centricity CRM 100

Mindtouch

JULY 2, 2018

In a blink, San Diego Startup Week has come and gone. This year’s #SDSW was one of the richest yet, especially in terms of practical information that attendees can apply to their own businesses right now. This was especially true of Driving SaaS Growth With Customer Success , a panel moderated by Shawn Bridgeman , Director of HR & Business Design at PetDesk.

SaaS 91

SaaS Management Customer Experience 91

aircall

JULY 6, 2018

Aircall has climbed the ranks of HubSpot integrated software and is now a Premier Partner. This is great news for… Aircall. Aircall Users. HubSpot Users. Everyone Everywhere. In all seriousness though, here’s what this important milestone represents: 1. Aircall has been installed over 500 times via the HubSpot Connect Marketplace. Before ever picking up a call, Aircall’s well-integrated phone software gives HubSpot users unparalleled access to customer information.

Sales 81

Sales Enterprise Call Center Feedback 81

Contact Center Pipeline

JULY 3, 2018

Publishers Note July 2018 We’ve seen the statistics and studies – or seen it first-hand, employee engagement is at an all-time low and continues to be a top management challenge. While we all struggle to find the right strategies for improvement, the effects on productivity, costs and culture continue to mount. Improving engagement was a […].

Contact Center 110

Contact Center Employee engagement Management 110

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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

360Connext

JULY 2, 2018

What is the backbone of CX success? They say in every relationship, it’s important to have more positive interactions than negative ones. In the healthiest of relationships, the ratio of positive to negative is 2:1 or greater. The same holds true for the relationship you have with your customer. In fact, your customer needs even MORE from you.

Consulting 54

Consulting Consulting Customer Experience Personalization 54

OrecX

JULY 2, 2018

Written by Call Finder. Call recording is used by companies in a wide range of industries to improve customer experience, measure agent performance, ensure compliance, monitor marketing and sales efforts, settle customer disputes, and the list goes on. But call recording is only part of the quality assurance equation. Businesses that understand this are now taking their call monitoring strategies a step further by implementing speech analytics to automatically categorize and analyze recorded cal

Analytics 70

Analytics Metrics Scripts Coaching 70

DMG Consulting

JULY 2, 2018

Best Practices for Managing Cloud Technology Solutions. 7/2/2018. By Donna Fluss. DMG helps companies select all types of contact center and back-office systems. During the past few years, many of our clients have expressed an interest in acquiring cloud-based systems. Here are a few notable trends in the adoption of cloud-based solutions: Most acquisitions of contact center infrastructure, such as automatic call distributors (ACDs) and interactive voice response systems (IVRs); customer relatio

Best practices 67

Best practices Technology Interactive Voice Response Management 67