Fonolo
JULY 21, 2020
Lots of conversations happen daily at your contact center. But do you know what’s being left unsaid? An open, communicative work environment is the key to a healthy and vibrant work culture. Saying you have an open-door work policy is easy; making sure that your contact center agents feel comfortable voicing their concerns to management is much more challenging.
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PeopleMetrics
JULY 20, 2020
After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Here they are! Measuring the customer and employee experience is a continuous process, not an event.
Call Design
JULY 22, 2020
One of the most significant challenges that contact centres face is an incredibly high rate of agent turnover, creating a cyclical problem where the Learning and Development team is continuously training new agents for them only to stay with the company for a couple of months. This can be expensive. In this blog, we have four strategies for contact centres that are hoping to retain their agents and reduce turnover.
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Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.
ShepHyken
JULY 22, 2020
These are the kind of people—and the kind of company—you want to do business with. First, a little background. I was having a conversation with a colleague and came up with the idea that you shouldn’t have to fight with a company to get your problem resolved or for them to make you happy. They should want to make you happy. Just a couple days later I saw this idea in action, but with a twist.
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ShepHyken
JULY 24, 2020
This week we feature an article by Derek Goodman, entrepreneur and creator of Inbizability. He shares some tips on how to gain new customers during difficult economic situations, such as the COVID-19 pandemic. Just a few months ago, your business was as busy as ever. But now, with offices closed and business forced online due to COVID-19, many companies have watched work dry up.
TechSee
JULY 21, 2020
Many enterprises struggle to deliver excellent customer care and suffer from a range of operational inefficiencies due to a lack of inter-departmental communication and cross-functional collaboration. Their agents and technicians are effectively siloed. A rep may promise a customer next-day service but then field service cannot provide a technician.
Callminer
JULY 21, 2020
Marketers, analytics pros, and CX experts named these the most innovative ways companies are leveraging predictive analytics to improve customer experience.
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Steve DiGioia
JULY 23, 2020
The other day I heard some people complaining about poor customer service. Each shared their complaints about a past shopping trip that irked them enough to commit the story to memory (those are the worst kinds). One person complained that the store’s workers spent too much time talking to each other and seemed to not care that she was waiting in line.
Beyond Philosophy
JULY 18, 2020
The Big Mistake People Make with AI. Business leaders of today have to understand the technology of tomorrow. Specifically, one would be wise to understand what AI is, how it works, and what problems it can solve for your business. This episode of The Intuitive Customer is a conversation with Bikram Ghosh, associate professor of marketing at the Eller College of Management at the University of Arizona, Tucson about AI in business today and what is possible for your business processes.
Contact Center Pipeline
JULY 22, 2020
As the global economy gradually reopens under evolving guidance and safety protocols for companies, employees and customers, business leaders are contemplating a vastly altered vision of the future of work from just a few months ago. For many service and support operations, the sudden impact of COVID-19 exposed critical flaws and vulnerabilities in processes and […].
Callminer
JULY 19, 2020
Contact centers often utilize APIs to create an agent dashboard that combines sales and service information in one central location, introducing gamification initiatives.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
GetFeedback
JULY 19, 2020
Three ways for CX and Product teams to work better together in optimizing the customer experience.
ShepHyken
JULY 20, 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. 5 Customer Experience Trends Thet COVID-19 Is Only Accelerating by Stephen Fioretti. (SmarterCX) The current pandemic is a clear example of a disruption that, in many cases, is accelerating trends that were already happening.
Contact Center Pipeline
JULY 23, 2020
WFH… work from home. Everyone knows this acronym by now. Just about everywhere you look, people are “working from home.” Yet, this is not the way it was intended to happen! While many folks at all levels in all industries are working from home, this article focuses on contact center agents within healthcare environments moved […].
Callminer
JULY 20, 2020
This article helps define customer value, its importance within any growing organization and how to enhance the value it offers those it serves.
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
C3Centricity
JULY 20, 2020
Although I love quotes, especially about how to succeed, I love success even more. Do you? One of my favourite quotes on the topic of success comes from Winston Churchill during his address to the Harrow School (UK) during WWII in 1941. It was one of his shortest speeches but probably one of his most quoted. He said: “Never give in, never, never, never, never” If you are interested, you can read his full speech – which is not a lot longer!
Peter Lavers
JULY 24, 2020
Peter Lavers recently participated in a Customer Attuned online panel discussion on “adapting to the new normal” He summarised the session with an outline of five trends that need to be addressed in our board rooms and ops planning meetings: Data & insight driven – have you noticed how “the data” and “the science” have come to the forefront during the pandemic?
Guru
JULY 23, 2020
Providing great customer experience is vital in our modern world. A recent survey found that 66% of consumers rate experiences over price when they make a purchasing decision. Now is the time to look at the customer experience you provide and determine how you can spruce it up — even if you are on a tight budget.
Callminer
JULY 21, 2020
This article will go over a few key elements of a well-drafted termination and touch on the primary types of termination letters that exist.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
UJET
JULY 21, 2020
Every agent on your team can use feedback to improve, increase efficiency, and learn how to move into specialized customer service roles. Sometimes, it can be difficult for agents to always know where they can improve their skills and supervisors should be offering feedback and building growth plans for agents. But how can you give feedback to agents in the best way possible?
Nexmo
JULY 21, 2020
Having a Code of Conduct as a community organizer is only one part of the story—having well-thought-out ways to report and respond to bad behavior is also vital. At events I’ve run in the past, a phone number has been one way provided to attendees—they can either call or text the number and it forwards on to several organizers who have the responsibility to be available to deal with any issues.
TELUS International
JULY 20, 2020
Attracting, engaging and retaining top talent is a key priority for most brands. Discover how you can better personalize the employee experience.
GetFeedback
JULY 19, 2020
Discover how SpendHQ uses GetFeedback to automate key interactions and aggregate feedback throughout the customer journey. Learn how the company creates a great customer experience to drive value for its customers from start to finish.
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Toister Performance Solutions
JULY 23, 2020
"I won't give you that report." The report tracked the percentage of successful credit card offers made by each sales rep in our contact center. The initiative was created by the marketing department, and a marketing manager controlled access to the report. This was more than twenty years ago, when large reports were printed and distributed as physical copies.
McorpCX
JULY 20, 2020
There's not a lot of upbeat coverage in the media today. COVID-19 statistics and related trends, business closures, social distancing woes, stock market gyrations — it feels like so much is out of our control.
SharpenCX
JULY 23, 2020
The room is dimly lit, tightly packed, and windowless. The air seems tense. It’s hard to hear above the clatter of keyboards and phones ringing off the hook. Agents juggle phone calls, quickly type out emails and talk down angry callers. We’ve seen the typical call center in TV shows or in movies. This scene makes for good drama, but today contact centers look different. .
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