CX Global Media
MARCH 31, 2021
I have always liked Starbucks. You can’t beat a venti pumpkin spice latte on a crisp morning. Then, my affinity for their green and white. Read more. The post Customer Service Expectations – How to Get Inside Your Customer’s Imaginations appeared first on Customer Experience Strategy and Tactics.
Interactions
APRIL 1, 2021
At any given moment, my phone has at least five notifications from apps, mail, texts, and missed calls. Consumers face information overload on a daily basis. But we are also reliant on it. One of those notifications is usually from my pharmacy telling me to reorder my prescription, another is from my favorite brand informing me that my order has been shipped, and another is letting me know that my credit card has been charged. .
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Call Experts
APRIL 1, 2021
A Contact center depends on outstanding scripts, team-members, automations, training, and protocols. . What is a contact center script? It’s a file that plainly and concisely lays out how contact center representatives and technologies are expected to manage your callers. A script’s goal is to manage the customer experience via detailed, consistent, and productive conversations.
ShepHyken
MARCH 31, 2021
It’s been years since I’ve written about Get to Know Your Customer Day. Recently, however, I’ve been asked what it’s all about, so I thought it was time to bring it up again. This time I want to share a few tips on what to do for these special days that are observed throughout the year. Get to Know Your Customer Day happens four times a year, on the third Thursday of each quarter, so they are held in January, April, July, and October.
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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.
Beyond Philosophy
MARCH 27, 2021
What do the song “Fine Line” by Hootie and the Blowfish and the scent of air conditioning have in common? They are two things my family associates with taking holidays in the US. Once they hear the song or walk into an air-conditioned building, they are transported to our family trips in the US when they were young. However, these examples also represent critical areas for your Customer Experience design.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CX Global Media
MARCH 30, 2021
Customer experience transformation is achievable through embracing market-proven, tried, and tested ideas. These are techniques people with ongoing projects can use to keep the momentum. Read more. The post Customer Experience Transformation: Can Market-Proven Ideas Boost Your Customer Engagement? appeared first on Customer Experience Strategy and Tactics.
ShepHyken
APRIL 2, 2021
This week we feature an article by Hannah McCabe , Director of Demand at Stella Connect by Medallia. She shares common misconceptions about customer service and offers ways to fight them in order to provide great customer experiences. Delivering excellent customer service means understanding the ins and outs of your customer personas, your competitive landscape, your business, and – of course – your own organization and industry.
Beyond Philosophy
APRIL 2, 2021
Businesses often underestimate the importance of the areas of sound and smell in their Customer Experience. However, these two areas are crucial to get right—or you risk ending your Customer Experience on a sour note. This underexploited area is why I was so keen to get Simon Faure-Field , CEO of Equal Strategy , an experience design consultancy, on a recent podcast.
Callminer
MARCH 31, 2021
Welcome to the CallMiner Research Lab blog! We are excited to share what we are working on and what we are thinking about.
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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.
Contact Center Pipeline
APRIL 2, 2021
There are signs of spring everywhere. The little tree frogs are singing, flowers and trees are budding, the days are longer… all this to say there is change in the air. Change is everywhere. Could there be much more change in the air than in our centers? Talk of agility in dealing with the changing […].
ShepHyken
MARCH 30, 2021
The Most Powerful Marketing Tool is a Happy Customer. How to create a 5-Star Experience for Your Customers Every Time. Shep Hyken interviews Adele Gutman Milne , Culture and Guest Experience Expert. They discuss tips on how to achieve 5-Star ratings from the hospitality perspective. Top Takeaways: While it is an age-old adage that word of mouth is the most powerful advertising, many companies have not yet embraced this wonderful opportunity.
Fonolo
APRIL 1, 2021
For today’s businesses, closing deals and making sales isn’t enough. If your customers aren’t happy with the experience you provide, they’ll leave you without a word. That’s where CSAT — or customer satisfaction — scores come in. This KPI is essential for contact centers to measure how their customers feel about their service. It’s a great way to explore trends within customer feedback and identify problem areas.
TELUS International
MARCH 31, 2021
Is COVID cashlessness an enduring trend? Learn more about the changing digital payments landscape and the trends shaping the cash vs. cashless debate.
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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 Pipeline
APRIL 1, 2021
As I write this on January 20, 2021, Joseph R. Biden is being sworn in as our 46th president. Turning the page to the new administration will bring many changes to our society and our economy. Predictions as to what these changes may be are fraught with peril. President Biden’s narrow majorities in both houses […].
ShepHyken
MARCH 29, 2021
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 Disney Knocks it Out of The Park With an Excellent Customer Experience (And How You Can Too) by Ellen Christenberry.
Fonolo
MARCH 30, 2021
Call center agents often experience high abandonment rates. Long wait times are one of the top reasons for this — after all, they can only hear “… your call is in priority sequence…” so many times before they lose patience and end the call. If you’re looking for tips to improve your call abandonment rate, you’ve come to the right place. Here are some tips to help you get started.
TechSee
MARCH 30, 2021
Your business needs to generate more revenue. You turn to the sales team. Or do you? New thinking is pointing to another area of focus for boosting sales: Customer Service. Contact center agents and field service technicians are probably the best placed salespeople within the organization. Through regular contact with customers, they are positioned to build the kind of valuable relationships that can more easily drive revenue through upsells, like extended warranties, service contracts, or repla
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!
Contact Center Pipeline
MARCH 31, 2021
March is a transitional month—warmer days and more sunlight signal the end of winter. March 2021 also brings more COVID-19 vaccinations across the country and the promise of a return to some form of normality in our lives. But we’re not there yet. As our most popular blog posts in March demonstrate, contact center professionals […].
ShepHyken
MARCH 31, 2021
It’s been years since I’ve written about Get to Know Your Customer Day. Recently, however, I’ve been asked what it’s all about, so I thought it was time to bring it up again. This time I want to share a few tips on what to do for these special days that are observed throughout the year. Get to Know Your Customer Day happens four times a year, on the third Thursday of each quarter, so they are held in January, April, July, and October.
Fonolo
APRIL 1, 2021
Customer experience (CX) continues to be a hot topic in the contact center world. Now, more than ever, companies are evaluating their goals and priorities for the coming year in the context of our “new normal”. Explore Contact Center Trends for 2021. How can businesses position themselves for success when the future is so uncertain? Our resident expert and CEO Shai Berger sat down with seven leading experts and influencers in the CX space to find out what their predictions are for the coming yea
Inbenta
MARCH 30, 2021
Additionally, Covid-19 has further altered consumer habits. During lockdowns, workers have been unable to access their workplaces and many services have been disrupted or forced to accelerate their digital transformation strategies to keep up with market demands. Organizations are choosing to use innovative technologies like Artificial Intelligence (AI) to automate their customer services to complete, improve and personalize end-to-end customer interactions and deliver the best possible customer
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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.
Contact Center Pipeline
MARCH 30, 2021
I wasn’t planning on ever sharing this information with anyone, but we’re all friends here. Right? According to my parents, when I was a little boy, I would start to cry anytime I heard the song, “The Ballad of Davy Crockett.” It didn’t have to be on TV or on the radio to have this […].
The Northridge Group
MARCH 29, 2021
How easy is it for your customers to get their issues handled efficiently? The Northridge Group’s 2020 State of Customer Service Experience report found that customers find it difficult to contact a brand and are frustrated by negative customer service experiences. Read highlights from Northridge’s latest report in the infographic below: To access the full State of Customer Experience 2020 report, please fill out the form below.
HelpCrunch
APRIL 1, 2021
Customers love chatting. At least, live chat is their channel of choice when they do need to contact support. Chatting is fast, it allows to multi-task, and a chat conversation can be saved for later [ … ]. The post 10 Live Chat Best Practices You Can’t Go Without appeared first on HelpCrunch blog.
Avoxi
MARCH 29, 2021
Buy Online Get a Free Demo Interstate Call Recording Laws & Compliance (2021) Call recording laws can be complex, but compliance doesn't have to be. Learn what you need to know about call recording compliance, including differences in call recording laws by state and country, and keep your business or call center compliant. Staying Compliant… The post Interstate Call Recording Laws & Compliance (2021) appeared first on AVOXI.
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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.
Totango
MARCH 30, 2021
If you were presented with the opportunity to double or triple the size of your business virtually overnight, what would you say? For most people, the answer would be a swift “yes, please!” But what about all of the growing pains that come along with that expansion? For one thing, how would you scale your customer success operations quickly enough to meet the demand that this type of growth requires?
Concentrix
MARCH 29, 2021
Award recognizes innovation in Voice of the Customer technology and analytic services Concentrix is proud to announce that its ConcentrixCX Voice of the Customer (VOC) solution has been awarded CUSTOMER Magazine’s Product of the Year. Every year, CUSTOMER recognizes vendors whose products and solutions demonstrate a dedication to quality in solutions that benefit the overall.
OrecX
MARCH 29, 2021
The primary goal of voice recording in today's contact centers - for many - is to capture customer interactions and then feed them to a transcription and analysis engine to uncover key words and phrases that indicate underperforming agents, distressed customers, compliance infractions, etc. In order to be able to perform these functions, contact centers must be able to freely and readily access their voice data without impedance from the voice recording vendor.
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