Aspect
MAY 3, 2018
Earlier this week, Digiday published an article about Overstock’s customer service, specifically that Overstock’s customer service texts have a 98% open rate. When I first saw the headline, my initial thought was “Wow, that’s impressive.” A near 100% open rate seemed so extreme, especially when you consider that an open rate for email typically hovers around the 20-25% range.
Beyond Philosophy
MAY 3, 2018
How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S. and grocery shoppers in the UK could find out. We all can see from surveys like this (#2), or this one (#6), Customer Experience has been a significant area of concern for many CEOs recently.
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Altitude
MAY 3, 2018
Data protection has always been important. Now it’s becoming urgent. The enforcement of the European General Data Protection Regulation (GDPR) from May, coupled with the continued growth in data breaches is driving the adoption of better data protection technology. Data is the lifeblood of companies: personal data, financial data, intellectual property, all are critical for your organization.
ShepHyken
MAY 1, 2018
How to Eliminate Friction and Improve the Customer Support Experience. How can you provide a better experience for the customer and an even better one for the agents? Shep Hyken sits down with Brad Birnbaum, CEO and Co-Founder of Kustomer , to talk about how to understand and know everything about your customer. ?. Top Takeaways: A common problem is when the customer knows that the company has information about them, yet the customer support rep solving the problem doesn’t know anything about th
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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.
Callminer
APRIL 29, 2018
During our recent CallMiner and IPI Contact Centre Performance Summit, it became clear that when it comes to getting a great ROI from Interaction (or Speech) Analytics, many businesses struggle.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Myra Golden Media
MAY 2, 2018
I was behind a truck recently that had a cool LED lighted border around the license plate. Little red lights danced around and framed the driver’s message. Here’s what this driver had displayed on his flashy license plate border: “If your reading this, than your to close.”. Do you see what I saw? Not one, not two, but four typos! The message should read: “If you’re reading this, then you’re too close.”.
ShepHyken
MAY 2, 2018
The short version of my story is this: At a recent conference, the client gave their speakers a gift – a backpack filled with swag that included fancy water bottles, fleece pull-overs and more. This wonderful gift was a little large to fit in my suitcase, so I decided to box it up and mail it to my office. As I was heading to the FedEx office, one of my fellow speaker-buddies told me he took his to the front desk of the hotel where they conveniently accommodated his request to ship the gift to h
Callminer
MAY 3, 2018
Managing a large number of complaints or repeat callers, it is costly to businesses in the way of financial resources and agent productivity.
CX Accelerator
APRIL 30, 2018
Companies these days are fixated on Customer Experience. If you’re not, I hope you’ve worked up an S.O.S. because you’re going to need one! It’s true, our customers are looking for much more than the product – they want to feel valued and be part of something special, something bigger than themselves. Leaders scratching their heads wondering how they can provide an “experience”, are turning to their Customer Service Representatives (CSRs) and counting on them to make it happen.
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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.
Myra Golden Media
MAY 1, 2018
I just got off of a productive and inspiring video conference with a new client. I’ll spend this afternoon, and much of this week developing a fully customized training class for this company. In two months, I’ll fly out to Montreal to facilitate the workshop. When I sit down to create a custom course for my clients, the first question I ask is, “What’s your biggest problem with customer interactions?
ShepHyken
APRIL 30, 2018
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. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. (Business2Community) A Customers 2020 report predicts that by 2020, customer experience will overtake both price and product as the key differentiator for brands.
Callminer
APRIL 30, 2018
During our recent CallMiner and IPI Contact Centre Performance Summit, it became clear that when it comes to getting a great ROI from Interaction (or Speech) Analytics, many businesses struggle to identify the right KPIs for their contact centre and the business. They also often fail to measure the ROI against the most important KPIs at each step of their Interaction Analytics Programme.
Contact Center Pipeline
MAY 3, 2018
The death knell for outbound telesales has sounded countless times over the years. Aggressive cold-calling practices, fraudsters, scam artists, relentless robocalls… it’s easy to see why telemarketing’s much-maligned reputation has been dominated by images of the illicit “boiler room” operation. A brief history of outbound telesales Although telemarketing is undergoing a revival, it has had […].
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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.
TechSee
MAY 1, 2018
AI is revolutionizing the way utilities operate, optimize and provide service to their customers. The utilities industry is shifting from a highly traditional, regulation-driven environment to a technology-driven, sophisticated marketplace. Utilities, such as energy, gas, water, and waste management, already rely on smart devices for optimization of infrastructure and the supply-demand balance.
ShepHyken
MAY 4, 2018
This week we feature an article by Meyer Baron who writes about the essential stages of a winning customer experience. Smart companies promise a positive customer service experience, and they deliver. – Shep Hyken. “Customer experience” means different things to different people. The digital marketer may see the website as the key to producing a great customer experience, while the customer service pro may see training and culture as the keys to customer experience.
Callminer
MAY 2, 2018
Hosted call center software is a delivery model that differs from on-premise software and shares some characteristics with cloud-based software. Here’s a look at hosted call center software, its advantages, and best practices for choosing the right delivery model for your call center. A Definition of Hosted Call Center Software. When software is hosted , it is installed and hosted on a remote server, off-site, in a different location than your business.
Contact Center Pipeline
MAY 4, 2018
I know what you may be thinking. Yet another meaningless corporate rah-rah statement that will be forgotten in a week!? I’m with you. Two years ago, I would have been in the same state of mind—but before you do your best Judge Judy eye roll and surf on, I challenge you to give the Customer […].
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!
HGS
MAY 2, 2018
Ask the Experts: Predictions for the Future of Customer Experience. . Digital disruption has already revolutionized industries across the globe, and the customer service industry is no exception. At the current rate, digital is expected to overtake voice in 2018. On April 25, HGS hosted a webinar with HGS VP of Solutions and Capabilities Lauren Kindzierski with special guest John Gibney, Senior Manager of Consumer Service at Newell Brands.
Aspect
MAY 4, 2018
Spring just wouldn’t be the same in North America without flowers blooming, windows opening, and an Aspect Customer Experience event recap on the blog. Much like breaking out my flippys and Corona tank top, it’s not Spring until we sum up the year’s annual event for both those customers who could attend as well as for those who couldn’t. Spring, like this year’s theme, is all about momentum: planting seeds, accelerating growth, cultivating sprouts – cultivating customers as it were.
Outsource Consultants
MAY 3, 2018
“Data” is a word that evokes many different thoughts and emotions from people. Some hear it and assume every answer to their questions will be instantly answered. Others hear the word and shake their heads because sifting through data sounds extremely daunting. No matter what gut reaction you have from the word, data can provide a real value to companies.
Contact Center Pipeline
MAY 2, 2018
Do you know what I love best about the contact center industry? It’s as relevant and as important today as ever. We are continuously challenged to find better processes to improve our customer experiences and employee successes. This month we have a jam-packed issue that addresses many of the issues that contribute to those experiences […].
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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.
Customers That Stick
MAY 1, 2018
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GetFeedback
APRIL 30, 2018
Collecting customer feedback is essential if you truly want to understand the needs and expectations of your target audience. But these days, no customer wants to waste 20 minutes filling out a questionnaire. That’s why quick, transactional surveys are gaining popularity. Instead of asking customers for input once a year, innovative brands are beginning to ask questions in the moment, right after customers interact with their brand.
C3Centricity
MAY 1, 2018
I heard a famous quote this morning from Winston Churchill’s address to Harrow School in the UK in 1941. It was certainly one of his shortest speeches but probably also his most quoted. He said: “Never give in, never, never, never, never” You can read his full speech – which is not a lot longer! – here. Hearing this quote got me thinking about failure.
Amity
APRIL 30, 2018
When one thinks of a Customer Success Manager, the ‘Happy To Help’ attitude is what usually comes to mind. That is what a CSM is; a multi-tasking, proactive individual who will always be more than willing to help a customer out , drive growth, add value to the company, all the while making the job look like a piece of cake. We look at Sales and Success as two different departments , where they ought to be cross-functional.
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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.
Customers That Stick
APRIL 28, 2018
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GetFeedback
APRIL 30, 2018
If you're not a consumer brand, generating online reviews can be tough. G2 Crowd's Levi Olmstead shares tips on driving reviews as a B2B brand.
Genroe
APRIL 30, 2018
By Adam Ramshaw I’ve specialised in lead generation for 25 years now. Sometimes as a front line account manager. Sometimes as a business owner. And, you know, I hate cold calling. Love talking to people about their challenges and helping them solve business problems. Hate cold calling. So, I’ve made it my business to effectively […]. The post The Reliable Guide to B2B Lead Generation without Cold Calling appeared first on Genroe.
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