Monet Software

SEPTEMBER 10, 2020

How to infuse contact center operations with empathy to improve interactions, customer satisfaction and CX. Empathy is critical in customer service, especially amidst COVID-19. Many customers are feeling frustrated, distracted and otherwise in need of some extra support. And new challenges—such as job loss affecting the ability to pay a bill or confusion about the technical demands of a child’s remote schooling—mean they’re contacting companies with a wide variety of pressing needs.

Call Center 71

Call Center Personalization Scripts Morale 71

Guru

SEPTEMBER 8, 2020

Jeffery is a guest contributor to the Guru blog from MoneyCrashers.

Customer Support 75

Customer Support 75

Fonolo

SEPTEMBER 10, 2020

Call center agents deal with dozens of customers each day, each with a unique problem to solve. As the face of your business, they’re the ones who best understand the wants and needs of your consumer base. As a manager, it’s in your best interest to understand the types of individuals your team deals with on a daily basis. This allows you to coach and train your agents to provide the best customer experience possible, no matter what challenges come their way.

Call Center 125

Call Center Construction Feedback Contact Center 125

Beyond Philosophy

SEPTEMBER 10, 2020

Human beings are magnificent at holding onto two contradictory beliefs in their minds. It’s a psychological phenomenon called Cognitive Dissonance, and it’s why we sometimes think that things are good when they are, in reality, bad. We discussed this phenomenon in a recent podcast and how we all do this. For example, I think the Luton Town Football Club is the best team in the world.

Consulting 457

Consulting Consulting Advertising Accountability 457

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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

SEPTEMBER 9, 2020

We’ve all heard the expression surprise and delight. The intention is that we surprise our customers with better-than-expected service. The result is that they are delighted. But what happens when the intended surprise does not delight? That’s exactly what happened to my friend and fellow professional speaker, Beth Terry. She has a three-bedroom home.

Customer Service 345

Customer Service 345

Contact Center Pipeline

SEPTEMBER 8, 2020

For contact center businesses, unexpected changes such as unplanned downtime, massive call volume increases, facility closures or other issues can wreak havoc on a team’s ability to service the customer. This can, in turn, have consequences for the brand(s) that contact center supports: 32% of consumers say they will walk away from a brand they […].

Customer Support 214

Customer Support Contact Center Call Center Technology 214

Beyond Philosophy

SEPTEMBER 5, 2020

Why What We Believe Is Sometimes Just Wrong! Many sports fans will tell you their team is the best. However, only one of the sports teams wins the championship and is definitively the best. Moreover, many organizations that never get close to the championship have fans who would say these teams are the best. For this last lot, the claim that their team is “the best” creates some serious conflict compared to reality.

Customer emotions 286

Customer emotions Consulting Consulting Customer Experience 286

ShepHyken

SEPTEMBER 8, 2020

Getting Inside Your Customer’s Imagination. Creating a Company with the Best Customer Experience Culture. Shep Hyken interviews Chip Bell , customer service keynote speaker and bestselling author. They discuss the 5 Secrets from his new book, Inside Your Customer’s Imagination , that can help organizations better understand their customers. Top Takeaways: Good customer service and experience principles can be applied in any relationship—professional or personal.

Customer Service 314

Customer Service Personalization Customer Experience 314

Steve DiGioia

SEPTEMBER 10, 2020

I’ve always told my staff that I’m not perfect, I don’t know it all, and that I make mistakes. I too have a lot to learn. Is this a mindset of a weak manager? I don’t think so. Instead, the humble manager is realistic and open to suggestions. I used to love watching the faces of new employees when I tell them that I want to hear their thoughts and views of “how we do things here”.

Management 191

Management 191

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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

Contact Center Pipeline

SEPTEMBER 10, 2020

In the mad scramble to move more than 90% of our nation’s contact center agents to work at home, the focus was on technology—keeping our agents online, connected and maintaining service continuity. The next phase requires every supporting function to adjust their processes and technology to support and enable our employees as work-at-home moves from […].

Contact Center 162

Contact Center Technology Call Center 162

TechSee

SEPTEMBER 9, 2020

Right across the housing sector, tenants aren’t just seen as renters anymore – they are now considered clients. They want to communicate on their preferred channels, receiving personalized content and proactive services. This tenant-first philosophy applies to both the private and public housing sector and requires the creation of a new kind of digital tenant experience – everything from live chat and online knowledge resources to self-service portals.

Management 145

Management Engineering voip outsourcing 145

ShepHyken

SEPTEMBER 11, 2020

This week we feature an article by Steven Van Belleghem , author, entrepreneur and international keynote speaker. He provides tips and insight on the future of your business and your customers’ expectations. This is a turning point. The world is at a turning point. Not just because of COVID-19. The pandemic merely accelerated a number of trends that were already emerging.

Customer Experience 331

Customer Experience Customer centricity Government Healthcare 331

ProProfs Blog

SEPTEMBER 9, 2020

“How do we get ardent customers for our brand?”. “From where do we start?”. If you find yourself sharing the same concern frequently, then you need to build a customer loyalty program. Before turning into global names, brands like Starbucks and Amazon might have faced the same challenge. But with the awesome customer loyalty programs in place, they’ve successfully ensured that customers return to their store to make a purchase and earn more points.

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Gamification Customer retention Metrics Sales 144

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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

Contact Center Pipeline

SEPTEMBER 9, 2020

Our workforce management (WFM) landscape is changing at breakneck speed. Many organizations are now 100% work-from-home or have a workforce divided between brick-and-mortar and virtual agents (82% are WFH since July 2020—Gartner). This presents entirely new challenges and opportunity for workforce managers. Workforce management professionals are still grappling with this epic change.

Management 162

Management Virtual Agent Contact Center Call Center 162

Bill Quiseng

SEPTEMBER 10, 2020

“You will be the same person in five years as you are today except for the people you meet and the books you read.” Charlie “Tremendous” Jones. Intent on learning how to “Deliver The World’s Best Customer Experience”, I have read more books by Chip R. Bell than any other author. Several of his 24 customer service books that I highly recommend include “Kaleidoscope: Delivering Innovative Service That Sparkles,” “Sprinkles: Creating Aweso

Best practices 141

Best practices Feedback Customer Service Personalization 141

ShepHyken

SEPTEMBER 7, 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. Winning means losing in the game of customer retention by Linda O’Grady. (CMO) All too often retention is a blanket goal.

Construction 232

Construction Customer Service Feedback Customer retention 232

Joe Rawlinson

SEPTEMBER 10, 2020

Do you have a hobby that you cannot wait to get home to after work? Is there a way to monetize it and turn it into a profitable business? These are questions that many people ponder as they make their way home from another dull day at the office. If you think that there is a possibility that you could turn your hobby into a business, it might be time to stop daydreaming about it and make your vision a reality.

Finance 133

Finance Engineering Enterprise outsourcing 133

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

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. Customer journey orchestration enables enterprises to engage prospects and customers at optimal points along their journeys, in real time and through the most effective channels.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

GetFeedback

SEPTEMBER 7, 2020

A comprehensive guide to delivering great digital user experiences and measuring your success.

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154

Fonolo

SEPTEMBER 8, 2020

33% of Gen Z are already working full-time. Credit unions can’t afford to miss out on winning their loyalty. Even though credit unions and Gen Z appear to be a great match, there’s one crucial element that’s stopping most credit unions from making a connection: customer experience technology. We have put together an abridged version of our exclusive new industry report: Connecting with Gen Z: How Credit Unions Can Win the Battle for Gen Z’s Banking.

Interactive Voice Response 108

Interactive Voice Response Banking Self service Technology 108

Outsource Consultants

SEPTEMBER 7, 2020

It’s not up for debate—the 2020 election season is upon us, and November 3rd will be here before you know it. So what does your political call center procurement plan look like? You need to secure a quality outbound calling partner before it’s too late. That’s because political campaign telemarketing has become a nearly universal feature of campaign strategy for more than a generation.

Call Center 101

Call Center Telemarketing outsourcing Consulting 101

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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.

Talkdesk

SEPTEMBER 10, 2020

Due to the pandemic, 2020 has been the year where many organizations have transitioned to a work-from-home (WFH) model to ensure employee safety. In addition, businesses worldwide have experienced drastic fluctuations in customer demand, as COVID-19 brought uncertainty to a lot of industries. In some cases, organizations saw themselves dealing with more calls while transitioning to a WFH practice.

Engineering 109

Engineering Contact Center At home agents Call Center 109

Nicereply

SEPTEMBER 8, 2020

While you definitely deserve a reward after completing a task, sometimes the reward can come before. While trying to write this article, and with its deadline looming in the horizon, I looked at the status of an order I placed a couple of days ago, I chatted to a friend about her new leggings, I searched for flights for my next trip, and I peeked at my Instagram notifications (big mistake – Instagram is the equivalent of a black hole).

Management 104

Management Personalization Customer Support 104

Acquire BPO

SEPTEMBER 10, 2020

Acquire BPO’s domestic growth, service innovation and corporate responsibility were recognised at the 17th Annual International Business Awards® today—its fifth consecutive year in the winner’s circle. We won the Silver Stevie Award for the Company of the Year – Large category and the Bronze Stevie Award for Most Valuable Corporate Response in the COVID-19 Response category.

Management 98

Management 98

Inbenta

SEPTEMBER 11, 2020

The “Future of Customer Service” podcast features interviews of Customer Support and Service leaders to understand how things work, best practices, and the future of support. Hear their perspective on challenges and opportunities. The podcast is specifically designed for Directors, Vice Presidents, CEOs, Support Leaders, Support Engineers and Chief Customer Officers.

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Chief Customer Officer Best practices Engineering Customer Support 98

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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

Spearline

SEPTEMBER 8, 2020

Latency is the time taken from when one person speaks to when the other person hears. There are many factors that can affect this time and the complexity of today's enterprise networks make it a challenge. When a customer service call suffers a poor connection due to latency, considerable customer effort may be required, whereas when a connection is of good quality, complete relaxation is possible.

Telecommunications 98

Telecommunications Enterprise Customer effort Personalization 98

Toister Performance Solutions

SEPTEMBER 10, 2020

Email remains a strong customer service channel despite its age. The convenience is perfect for non-urgent issues. You quickly type out your message, send it, and then go on with your day until you get a response. Email is good for companies, too. Employees can serve far more customers per hour than on live channels such as phone or chat, while also avoiding the potential for public scrutiny that comes with social media.

Advertising 91

Advertising Customer Service Personalization 91

Calabrio

SEPTEMBER 9, 2020

The following post is a guest contribution summary from Kimberley Drobny of Waterfield Technologies. You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. Let’s face it, the workplace will forever look different. Companies that would have never allowed employees to work from home – have now uncovered a well of productivity they didn’t know they had.

Contact Center 96

Contact Center Technology Personalization Management 96