Contact Center Pipeline
FEBRUARY 4, 2021
Customers typically leave due to price, product or service issues. As a contact center leader, you may not have direct control over price setting or production quality. However, your team has an outsized impact on customer experience. While retail locations, distributors and marketers all have customer touchpoints, the contact center is where some of the […].
ShepHyken
FEBRUARY 3, 2021
Here’s a true story shared by my friend and speaking colleague Beth Terry. The short version is that there is a doctor, who is probably a good doctor. But he’s a terrible boss. When a patient – as in his customer – complains about something, he listens and then goes back to his employees, and in a knee-jerk reaction, he berates and punishes them by taking away their incentives.
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Toister Performance Solutions
FEBRUARY 4, 2021
Note: Lessons from The Overlook is a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. We had a last-minute cancellation in December. In the past, this revenue would have been hard to replace.
Callminer
FEBRUARY 4, 2021
More customers are vulnerable today than ever before, in part due to the COVID-19 pandemic that has led to increase in health and financial crises. While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability.
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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.
Steve DiGioia
FEBRUARY 1, 2021
If you can smile for every customer even though you recently faced your own personal tragedy, If you can keep your promise to a customer even if it costs you more money, If you can be accountable to follow through on a customer’s difficult request even though it takes you away from other responsibilities, If you can overlook the sometimes rude comments made by a customer who believes they’ve been wronged and still treat them with respect and kindness, If you can hold your tongue and allow an ups
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
JANUARY 30, 2021
You have only half a second to make an excellent first impression with your customers with your digital experience. Per the Electrical Engineering and Computer Science department at Harvard , most people form a first impression of a website in 500 milliseconds. So, the question is whether you are proud or concerned about your digital experience after hearing this stat?
Callminer
FEBRUARY 3, 2021
Learn how call centers can more effectively identify, address and manage customer vulnerability.
Steve DiGioia
FEBRUARY 4, 2021
Earlier today I got into a silly conversation with a friend about one of the biggest issues that we face today – Which donuts are better, those from Dunkin Donuts or Krispy Kreme? Regardless of the answer, this question brought me back to one of the earliest posts that I wrote on my blog and I wanted to share it with you. Here goes…. After running chores early one Super Bowl Sunday, I reminded my wife that we needed to be home in time to watch the big game.
ShepHyken
FEBRUARY 5, 2021
This week we feature an article from Skylar Ross, contributor at Raincatcher. He writes about how to turn negative customer service interactions into positive experiences. You would more than likely prefer if all of your customer interactions and transactions were completed smoothly and resulted in positive experiences for the customer and your business.
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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.
CX Global Media
FEBRUARY 4, 2021
To become a customer experience legend, you need leadership bravery. To be a customer experience expert, you have to choose and be deliberate about what. Read more. The post What Is a Customer Experience Expert and How Do You Become One? appeared first on Customer Experience Strategy and Tactics.
Contact Center Pipeline
FEBRUARY 3, 2021
Healthcare and PowerHouse have a very long and rich history. We have had the privilege of working with some of the best systems in the country as they address the new and emerging demands of the 21st century patient experience. Access Centers have been a special focus of our consulting work; they are, after all, […].
Peter Lavers
FEBRUARY 3, 2021
As an independent customer experience expert on the SAS Collaborators Programme, I’m delighted to have my new blog “Why treating customers fairly should be a top priority” published on their EX2030 Blog Hub. I’ve been delving into the detailed results and findings from their latest piece of CX research EXPERIENCE 2030: Has COVID-19 Created a New Kind of Customer ?
Fonolo
FEBRUARY 4, 2021
Many hands make light work, so the saying goes. However, it doesn’t always make for the desired outcome. This is especially true when it comes to contact center outsourcing. It may be tempting to hire an external team when faced with high call volumes, but in doing so, you risk lowering the quality of your customer experience. Luckily, there are many tools and technologies out there that can help you avoid the need for outsourcing.
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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.
CX Global Media
FEBRUARY 4, 2021
Becoming a Customer Experience Legend – CX Quick Tips on CX Global Media TV with Jeanne Bliss Of course, we have all heard about the. Read more. The post How do you become a Customer Experience Legend? appeared first on Customer Experience Strategy and Tactics.
Contact Center Pipeline
FEBRUARY 2, 2021
Our Contact Center Pipeline family was saddened recently by the passing of long-time friend and colleague, Frank Priola. Those of us who have been fortunate enough to know and work with Frank have lost a true friend and an inspiring human being. Frank joined Contact Center Pipeline in 2009 and brought with him a big […].
Peter Lavers
FEBRUARY 2, 2021
We’re happy to report that Peter Lavers has been voted by the readers of the UK’s Customer Experience (CX) Magazine as one of the top 50 CX Professionals. You can read the full list of the top 100 CX professionals by clicking here. This is just the latest recognition of Peter’s influence and thought leadership in the fields of customer experience and customer management.
Totango
FEBRUARY 2, 2021
Customer success plans provide you with a powerful tool to help clients achieve their goals. With your product, they feel more satisfied with your brand, positioning your own business for success as well. Follow our simple three-step strategy for developing winning customer success plans: Agree on mutual goals with your customer. Develop an action plan.
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!
CX Global Media
FEBRUARY 3, 2021
We are currently living in volatile times, and only businesses with a strong foundation will survive the pandemic and the changes that have come with. Read more. The post Customer-Centricity and Innovation. What Is It and Why do You Need It? appeared first on Customer Experience Strategy and Tactics.
C3Centricity
JANUARY 30, 2021
Why do companies still try to cheat their customers? Is it because they think we won’t notice? Or do they think there are enough people willing to buy their brand for the first time, that they don’t need to worry about getting that second purchase? Either way, they haven’t hear that the most important attribute a brand needs to build is trust!
GetFeedback
FEBRUARY 4, 2021
Three ways to prove the return on investment of your ecommerce feedback program.
Thinq
JANUARY 30, 2021
As we settle into the new year, we’re seeing that some of the business changes that affected us last year are still active. We’re also seeing some new trends emerge that signal long-term changes you’ll need to plan for. Here’s what you need to know to prepare for success this year and in years to […]. The post 5 Sales Enablement Trends appeared first on thinQ.
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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.
TechSee
FEBRUARY 1, 2021
No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. This growth is expected to continue: the IoT telecom services market was estimated to grow from $2.90 billion in 2016 to $17.67 billion in 2021, at a CAGR of 43.6%.
Ansafone
JANUARY 30, 2021
When you are setting up your support, you should consider adding bilingual support to the mix. Many companies avoid doing this because they assume that all of their customers will speak English or they do not want to pay extra. However, providing this bilingual support is one of the best ways to bring more customers … Bilingual Support Increases Client Comfort Read More ».
Cyara
JANUARY 31, 2021
The idea of working “smarter” rather than harder is not a new one—in fact, it has become so entrenched in our consumer-focused culture that virtually every new gadget on the market comes complete with its own promise of saving the buyer time and effort. Opportunities to optimize our most valuable commodities pop up everywhere, even in everyday life.
Customer Service Life
FEBRUARY 4, 2021
Caviar limes are a cult classic with FruitStand customers. Some purchase them every month, hooked on these pickle-shaped pinky finger-sized fruits. Slice them in half then squeeze out the inside of the fruit, literally crunchy sparkling citrus pearls, onto guacamole, fish or in a margarita. They make any meal unique! FruitStand is an online marketplace that partners with small farms across the United States to bring high quality, often times super weird, limited seasonal produce to the doorsteps
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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.
ClientSuccess
FEBRUARY 1, 2021
As we head into a new year, many customer success teams are looking for new ways to up the ante with their customer success efforts. After a whirlwind 2020, one of the biggest takeaways in the customer success space is that flexibility, visibility, and customer communication are the foundational keys for making any account be successful. In addition to these intrinsic efforts, many customer success teams are turning to software and technology to help boost the effectiveness of their account mana
Certified Languages International
FEBRUARY 1, 2021
In the past year, American Sign Language (ASL) interpreters have become much more visible, from interpreting at local political debates to being included in official White House coronavirus briefings late last year. These are important steps in making information and community events more accessible for the Deaf and hard-of-hearing populations. But Deaf communities are very diverse, and sign language has different regional variations and dialects, just like spoken language.
Cisco - Contact Center
FEBRUARY 1, 2021
Join renowned contact center industry analyst Sheila McGee-Smith and Cisco Contact Center VP/GM Omar Tawakol for a live stream on February 3, 2021, as they discuss five essential elements for the contact center platform of the future, and how Webex Contact Center delivers these. A Transporter By Any Other Name. Many people think that the concept of the transporter was created by the writers on Star Trek, however an episode of the British puppet series Fireball XL5 depicted teleportation in March
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