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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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.
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.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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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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.
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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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
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.
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?
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.
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!
GetFeedback
JULY 19, 2020
Three ways for CX and Product teams to work better together in optimizing the customer experience.
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!
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?
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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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.
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.
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.
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.
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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.
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. .
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.
Satrix Solutions
JULY 20, 2020
Since our inception, we’ve worked with clients to design and execute their Customer Advisory Board (CAB) programs. As business travel has been curtailed due to COVID, several important questions have been raised about the best way to proceed with your CAB, or if you should pause the program entirely. As with many customer experience programs, the answer will depend on a variety of factors.
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