Contact Center Pipeline
OCTOBER 14, 2020
In earlier writings, I’ve offered up guidelines for purchasing cloud technology that focus on pricing, service level agreements, and the statement of work. But what if you don’t know if you are ready to go to the cloud? Or what if you want to leverage what you’ve already got? Here are 5 key decisions to […].
Fonolo
OCTOBER 13, 2020
The COVID-19 pandemic threw a wrench in the works of many contact centers. We found a surprising and concerning trend during our analysis into the State of the Contact Center in 2020: agent attrition is getting worse. Despite that, the end to your agent attrition woes may be in sight. They say the night is darkest before the dawn. Similarly, COVID-19 could be the best thing to happen to contact center agent attrition for a long time.
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Totango
OCTOBER 15, 2020
As business becomes increasingly digitized and competitive, customer engagement that makes clients feel valued and appreciated becomes more critical. Covid-19 adds another complicating factor—a heightened risk of customer churn across a number of industries. It is clear that companies need to take every opportunity they can to maintain customer loyalty, and today’s technology makes it easier to do so. .
Beyond Philosophy
OCTOBER 15, 2020
Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too. As we prepare for the next generation and level of putting the customer at the center of everything we do for a Post Pandemic world, we should remember that the critical part to achieving what we want (aka, customer-driven growth) is getting inside the customer’s mind.
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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
OCTOBER 14, 2020
The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It Worked on My Husband!) The technique is: Here’s what we know Here’s what we’ve done Here’s what’s next Grab the worksheet I mention right here. When you use these steps in your next challenging conversation with a customer, you’ll be more assertive and in control of the interaction.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Steve DiGioia
OCTOBER 15, 2020
Is your glass half-full or half-empty? Are you a positive influence or one of negativity? Do you sugar-coat things or get straight to the point? What do you do to get ahead of others and separate yourself from the competition? Much can, and has, been said about the best way of approaching a situation or a way of doing business that can be stressful for many.
Customer Contact Central Submitted Articles
OCTOBER 12, 2020
The COVID pandemic has pressured businesses more than ever to communicate with and serve customers without needing physical interaction. This article looks at how with the right approach, APIs can transform the way companies interact with customers by creating one seamless chain of communication.
CCNG
OCTOBER 14, 2020
What will contact center work environments look like in the coming months? Remote workers, in-office workers, a combination? Darrius Jones recently led a Town Hall conversation with members to discuss the critical steps in the journey to the next normal of hybrid work for contact centers including – - The Reaction and Response to the pandemic crisis and how to shift back to the office contact center - The Redesign and Rework process, identifying groups that will remain remote workers, workers go
Contact Center Pipeline
OCTOBER 13, 2020
Why should you go out of your way to show your appreciation to employees beyond Customer Service Week? I can give you three good reasons right off the bat: One study found that a full 40% of employees have experienced symptoms of burnout—a condition characterized by excessive stress, exhaustion and the inability to cope—at some […].
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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.
ShepHyken
OCTOBER 12, 2020
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. Radical Empathy And Other Ways To Rethink Your Customer Experience by Bridget Brennan. (Forbes) Our world is changing by the minute (or so it seems), but amidst all the disruption, one thing remains constant: women’s domination of consumer spending.
TechSee
OCTOBER 13, 2020
Field service organizations have long been implementing measures to reduce their high operational costs. In particular, technician dispatches are a huge drain on operating expenses when considering labor costs, vehicle expenses, and the opportunity-cost of having technicians unavailable for revenue-producing activities. Field services may be tempted to decrease field service costs through various ‘quick fix’ methods, including: reducing technician headcount. minimizing hours of servi
Beyond Philosophy
OCTOBER 10, 2020
Like the rest of the world, the Customer Experience world is changing. Customers have new expectations and are doing business in new ways. While we adapt to the world that COVID-19 presents, we change what we want as customers and how we think about our relationships with the entities we buy. As Customer Experience managers, we must rise to meet this challenge by getting inside our customers’ minds.
Contact Center Pipeline
OCTOBER 15, 2020
We are now into the final quarter of a year that will surely be remembered as one of the most chaotic in history. Many of us would like nothing better than to simply fast forward to 2021 or beyond. But how to get there? As contact center leaders plan for the post-pandemic recovery—both short- and […].
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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.
ShepHyken
OCTOBER 16, 2020
This week we feature an article from Alex Souchoroukof, a content writer at Moosend. He shares some digital marketing strategies that can help to create a more meaningful customer experience. There are a lot of tools in today’s marketing that can help drastically increase your revenue and grow a successful brand. The problem is that most of them don’t focus on the customer experience , which is a vital element to stand out.
Customer Service Life
OCTOBER 13, 2020
Image by Daniel Reche from Pixabay. I recently wrote an article about a new quality process where I coached my team without showing them a score. So far it’s going great and the team has been receptive to the coaching. The other day I was reviewing emails sent to our customers to make sure they were doing all of the following behaviors (Coincidentally, these are the behaviors on our quality form): Making a human connection.
ProProfs Blog
OCTOBER 16, 2020
Stella is a market researcher at a large corporation and her main priority is providing insightful data for the entire company to use. The UX team uses it for their personas, the marketing team uses it for the adwords campaigns, etc…. She’s been collecting customer feedback via surveys for years but feels frustrated that results seem to be diminishing.
Fonolo
OCTOBER 15, 2020
Are you truly listening to your customers? Sure, your agents hear their concerns and issues each day. But staying in tune with their desires and expectations requires a more deliberate effort. . Customers are not forthright with their expectations, but they know a sub-par experience when they encounter one. And if you want to keep them happy and brand-loyal, you need to develop solutions to their problems.
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!
Outsource Consultants
OCTOBER 13, 2020
If you read the blog title and thought, “Great! A quick answer to my question,” I’m sorry. It’s not that simple. . The entire BPO industry has been turned upside down by COVID-related ramifications , and it’s a complex assessment of which regions are doing better than others. In short, The Philippines, the long-standing leader in offshore outsourcing, is facing some real hurdles to regaining full-service continuity and scale.
ProProfs Blog
OCTOBER 16, 2020
We’ve seen live chat in action as the customer service and support tool. But lately, it’s evolved and grown. Other than connecting with users and engaging them in real-time conversations, it can also capture qualified leads and increase conversions. And that’s just the tip of the iceberg. Live chat leveraged as a sales tool not only improves conversion but also simplifies and shortens the sales funnel.
Integrity Solutions
OCTOBER 14, 2020
The Behavioral Styles ® model is an easy-to-use tool for assessing the behavioral characteristics that fall within four distinct customer communication styles: Talker, Doer, Controller and Supporter. Does communication style matter when it comes to sales? More than you might expect. Studies show that over 80% of customer dissatisfaction is rooted in emotional issues rather than intellectual ones.
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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.
ShepHyken
OCTOBER 16, 2020
This week we feature an article from Alex Souchoroukof, a content writer at Moosend. He shares some digital marketing strategies that can help to create a more meaningful customer experience. There are a lot of tools in today’s marketing that can help drastically increase your revenue and grow a successful brand. The problem is that most of them don’t focus on the customer experience , which is a vital element to stand out.
Customer Contact Central Submitted Articles
OCTOBER 11, 2020
ProProfs Blog
OCTOBER 13, 2020
When almost 60% of customers believe that waiting on hold for a minute is too long, then imagine how a customer-obsessed CEO, Jeff Bezos, must have felt after waiting for more than four minutes to get on line with its own customer service team? Honestly, your customer won’t wait so long and they don’t just expect a response, they expect first contact resolution.
Guru
OCTOBER 13, 2020
In the words of the late, great weird Twitter account @Horse_ebooks , “Everything happens so much.” If the crush of news is making it tough for you to figure out how to vote on everything from the next US president to the next school board president, we’re here to help. Assuming you’re registered to vote (and if you’re not, there might still be time to register !
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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 Contact Central Submitted Articles
OCTOBER 12, 2020
HelpCrunch
OCTOBER 12, 2020
Have you ever thought of knowledge as the basis of your company? Your team creates products and services thanks to the knowledge they have, you know the clients’ needs, so you can engage them and [ … ]. The post Knowledge Management: Definition, Importance, and 5 Leading Processes appeared first on HelpCrunch blog.
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