Callminer

MAY 29, 2019

According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. Even with 21% saying they were looking to implement a solution this year, this is leaving a lot of customer and agent insight data wasting away.Below are four ways that your call recordings can be used to better your agents, customers and company to contact center performance.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

ProProfs Blog

MAY 30, 2019

Customer success is not just an alternative buzzword for customer service. Rather it indicates that your business is fulfilling the key objective of delivering excellent customer support. Your brand should be able to engage your customers and help them throughout their journey of buying a product or service. Your customers should not feel the need to move away to your competitor because they found your customer care operators to be inefficient or your support mechanism to be weak.

Employee engagement 110

Employee engagement Journey mapping Customer Support Feedback 110

Mindtouch

MAY 29, 2019

Conversations about customer experience can be so … squishy. I regularly hear talk in leadership circles about being customer-centric and an “outside in” approach. To be fair, many leaders genuinely care about CX. But do we really understand what “the perfect customer” is and how we would know one when we see them? When you start to think about all of the possible attributes of these customers, you quickly realize these customers are groomed and nurtured—they don’t just fall out of the sky fully

Customer centricity 48

Customer centricity Feedback Upselling Education 48

Beyond Philosophy

MAY 31, 2019

I enjoy fishing. When I need a new lure, I go to Discount Tackle on First Street in Bradenton, Florida. When I go in, we have a chat and a laugh. However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it. Economists say the reason I go back to Discount Tackle is that I remember it was a great experience.

Scripts 382

Scripts Customer Experience Consulting Consulting 382

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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.

Contact Center

ShepHyken

MAY 28, 2019

Creating a Friction-Aware Culture. Changing Friction to Deliver a Better Customer Experience. Shep Hyken interviews Roger Dooley. They discuss his new book, Friction: The Untapped Force That Can Be Your Most Powerful Advantage , and how it applies to the customer experience. The Interview with Roger Dooley: Friction is “any unnecessary expenditure of effort to accomplish a task.

Consulting 323

Consulting Consulting Customer Experience Sales 323

Contact Center Pipeline

MAY 28, 2019

Although there is some difference of opinion about exactly what the term “work-life balance” means, Dolly Parton, in her classic comedy “9 to 5,” gave a great definition of what it is not: Workin’ 9 to 5, what a way to make a livin’ Barely gettin’ by, it’s all takin’ and no givin’ They just […].

Contact Center 191

Contact Center Call Center 191

Beyond Philosophy

MAY 31, 2019

Uncertainty influences a lot of our customer behavior. We buy products to reduce the risk in our lives, like insurance. Insurance buys us peace of mind if something bad happens to us or our property. We also buy lottery tickets because, well, someone has to win, right? The fact is we are not fantastic and predicting the likelihood of unlikely events in our lives.

Customer Experience 318

Customer Experience Consulting Consulting Benchmark 318

ShepHyken

MAY 31, 2019

This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. If we were to inquire as to the last time you had an exceptional experience as a customer it wouldn’t likely take you long to describe the lasting impression made upon you by a brand and how pleased you were with the outcome.

Customer Experience 304

Customer Experience Feedback Construction Personalization 304

Callminer

MAY 27, 2019

By leveraging a Voice of the Customer analytics solution, you’ll combine insights from surveys, email, phone, and chat for a comprehensive picture of your customers.

Surveys 207

Surveys Analytics 207

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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.

Analytics

Steve DiGioia

MAY 27, 2019

Be prepared; that’s their motto. Be prepared with a rope when you’re hiking, or with a first aid kit and canteen when out in the woods. That’s the stuff they taught us when I was a scout many years ago. But their motto really stands for “always in a state of readiness in mind and body to do your DUTY” We customer service leaders can learn from their motto because there are at least 33 ways the Boy Scouts can improve your customer service.

Customer Service 184

Customer Service Accountability 184

Beyond Philosophy

MAY 31, 2019

Why Are We Scared of New Technology? We have some exciting new technology for CX. Facial recognition technology and facial expression analysis yield some new and exciting data about how customers feel during a Customer Experience. The only problem is that many people find it creepy. This episode of The Intuitive Customer asks the question Why Are We Scared of New Technology?

Technology 239

Technology Transportation Consulting Consulting 239

ShepHyken

MAY 29, 2019

The sun always rises tomorrow! The other day my friend and one of our avid Shepard Letter readers, Doug Schukar, shared this quote he heard over and over from his father growing up. I knew Doug’s father, the late and great Buzzie Schukar, a larger-than-life man who loved life and always had good advice. “The sun always rises tomorrow” is exactly the kind of advice Buzzie would espouse to his son – and his friends.

Customer Service 293

Customer Service Personalization 293

CX Accelerator

MAY 28, 2019

There is no place in the world I’d rather work than in Customer Service. That being said.it’s very, well, hard. There are days when it seems like every problem across the business rolls directly downhill to us. On a good day, we are working to resolve customer inquiries as quickly and effectively as we can. On a bad day, we are just trying to survive!

Journey mapping 140

Journey mapping Contact Center Sales Customer Service 140

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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

Myra Golden Media

MAY 29, 2019

In this webinar, I’ll give you six keys for de-escalation you’ll use to train and coach your employees. I’ll walk you through how to reframe conversations, so customers don’t get worked up while venting. And, I’ll show you how to use Verbal Aikido to get most any angry customer to back down. On Friday, May 31st at 1:00 pm ET I’m facilitating a webinar training to help you prepare your employees to get any angry customer to back down.

Coaching 120

Coaching 120

Contact Center Pipeline

MAY 30, 2019

May is generally an event-loaded month for the industry. It’s also a time when blog readership spikes. This month, we saw a great deal of interest in a mix of topics from familiar management challenges like frontline coaching and attrition, to a look at how speech analytics’ can tackle long-time contact center pain points, to […].

Coaching 124

Coaching Analytics Contact Center Management 124

ShepHyken

MAY 27, 2019

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. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. (Forbes) With a $800-million-dollar investment in technology, fulfillment and logistics, Amazon one-day shipping is now standard for Prime members, the race for customer lo

Journey mapping 271

Journey mapping Customer Service Employee engagement Morale 271

TechSee

MAY 28, 2019

Call deflection is the process of routing a customer enquiry to an alternative service channel. The goal is both to ensure customers receive the answers they are seeking in the most efficient manner and to reduce the number of inbound calls routed to human agents. For that reason, successful call deflection strategies allow enquiries to be deflected to self-service channels such as FAQs, live chat, community forums, knowledge center databases and virtual agents.

Self service 122

Self service Chatbots Virtual Agent Contact Center 122

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!

Customer Experience

Joe Rawlinson

MAY 29, 2019

E-commerce is the fastest growing retail channel and is expected to become surpass grocery retail by 2022. Shopping habits have changed drastically over the past decade, and today, people are comfortable buying almost anything online because of just how convenient, affordable, and safe it has become. But while there are certainly plenty of opportunities for those that want to start an e-commerce business, success isn’t a given.

Sales 102

Sales Upselling Customer Support Marketing 102

Contact Center Pipeline

MAY 29, 2019

Improving service quality and performance is a never-ending quest for contact centers. The quality management process, once mostly carried out post-call for management and agents, has evolved into a real-time activity that is a vital part of a proactive strategy for continuous improvement. Ideally, training and quality assurance should work hand-in-hand to ensure that frontline […].

Quality management 124

Quality management Contact Center Management Call Center 124

ProProfs Blog

MAY 31, 2019

Loyalty goes a long way in defining and building relationships between people. Be it our personal relationships or even the relationship we have with the customers. For a business organization, having a loyal customer base is essential for success. Why? Because: Keeping an existing customer costs up to five times less than winning a new one. Increasing customer retention by just 5% boosts your profits by 25-95%. 20% of customers are typically responsible for 80% of a company’s revenue. # How to

Customer retention 99

Customer retention Metrics Surveys Airlines 99

Ansafone

MAY 29, 2019

A busy call center can be a high-pressure work environment for employees. Unfortunately, this issue along with others can lead to a high level of call agent attrition. It can be difficult and costly for a company to continually hire and train employees who don’t remain at the company for more than a few months. … Ten Ways to Engage Employees and Reduce Call Center Agent Attrition Read More ».

Call Center 90

Call Center Contact Center outsourcing 90

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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.

UJET

MAY 29, 2019

When was the last time you were happy with customer service? You visit the company website and search the “Contact Us” page which offers little to no actual helpful information. You find a phone number and call, only to sit through countless automated options attempting to identify your problem.

Customer Service 86

Customer Service Customer Support 86

kommunicate

MAY 29, 2019

There are numerous posts about developing a chatbot using Dialogflow. But creating chatbot isn’t enough. Connecting Dialogflow to the web interface is even more interesting and challenging. With Angular being a popular and emerging platform, here is our guide to integrate Dialogflow chatbot with Angular JS. In our quest to simplify chatbot integration with different [.].

Chatbots 85

Chatbots 85

Fonolo

MAY 29, 2019

With the powerful tool of social media, customers everywhere now have an expansive platform with which to voice their feelings about their customer service experiences. This puts a huge amount of pressure on call center agents to perform. Of course, companies hope that their customers use these social platforms to sing the praises of their brand. But, of course, this is not always the case: An IBM study found that customer service operations are often both pricey and inefficient.

Technology 78

Technology Customer Service Chatbots Call Center 78

Ansafone

MAY 29, 2019

The insurance industry has made great strides in keeping pace with the rapidly changing marketplace. The trends transforming the industry today include customer centricity and emotional relationships. Quickly evolving customer service expectations and the use of data and analytics to capture holistic customer views is informing the push toward customer centricity.

Customer centricity 80

Customer centricity Contact Center Analytics Business Process Outsourcing 80

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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 Experience

RapportBoost

MAY 27, 2019

Chat scripts are a handy tool, especially for chat agents who find themselves often responding to related customer inquiries. Saving pre-formulated responses allow live chat agents to shorten response times, cut down on repetitive typing, and prevent sneaky typos that arise in tandem with chat volume. Chat scripts, or canned responses, help companies ensure quality control, implement precise language for optimal results, and increase customer happiness.

Scripts 80

Scripts Benchmark Customer Support Chatbots 80

Talkdesk

MAY 31, 2019

One of the common questions we’re asked at Talkdesk is what the difference is between our enterprise cloud contact center and nascent products, such as those offered by Twilio and Amazon, that tout themselves as “programmable platforms”. The answer is that it’s an apples to oranges comparison. We really don’t come across these programmable platforms because we’re selling to a different audience.

Contact Center 80

Contact Center contact center solutions Cloud contact Enterprise 80

Avaya

MAY 28, 2019

Brands are built on experiences, and great experiences lead to great outcomes. But what does a great customer experience actually look like? Answering this question is key for businesses to competitively differentiate, transform customer relationships, and accelerate revenue generation. A glance at the current business landscape will have you believe that certain verticals are dying (ex: retail, driven by the rapid expansion of Amazon).

Customer Experience 80

Customer Experience B2C Upselling Consulting 80