Customer Service Life

DECEMBER 23, 2020

I just love Christmas movies as evidenced by the dozen or so that I dust off and watch every December. In past years I’ve written about National Lampoon’s Christmas Vacation , The Holiday , and Arthur Christmas. This year I set my sights on quite possibly the most loveable character in any Christmas movie — Buddy the Elf from the movie Elf. As I’ve spent time reflecting on Buddy, it’s clear to me that he worked in a contact center at some point in his life.

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SharpenCX

DECEMBER 23, 2020

Confined to our own four walls this year, we were suddenly presented with something we’ve been begging for more of for so long: time. But while our time was initially spent watching The Life-Changing Magic of Tidying Up and reorganizing the kitchen, the linen closet, then our bedroom drawers, somehow it started to slip away. I shut my computer at 5 p.m, and sans commute, I have So.

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Customer Service Contact Center Self service Metrics 145

TELUS International

DECEMBER 20, 2020

In this virtual think tank article developed in partnership with Frost & Sullivan, discover how customer experience leaders are optimizing CX in a post-pandemic world.

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Customer Experience Best practices 150

ShepHyken

DECEMBER 23, 2020

In the world of show business and live entertainment, every act has an “opening.”. Most people think it’s the first words that come out of the actors’ mouths, but it’s more than that. It’s the moment the audience sees the actors walking onto the stage. It’s how they are dressed, how they make eye contact with the audience, the anticipation they create, and more.

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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

Beyond Philosophy

DECEMBER 19, 2020

I have a new book called Happy Employees Make Happy Customers. To summarize it, the book is about how Customer Experience exists within an ecosystem, and policies and procedures to manage it are not enough. If you want to have great experiences, you need to look out for your employees. If employees are happier, then they will provide better experiences for your customers.

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Consulting Consulting Management Coaching 248

Contact Center Pipeline

DECEMBER 23, 2020

It’s mind-numbing how much is being written about COVID-19. Too much to absorb, much less process. Yet amid the lockdowns, layoffs and reopenings, we’re forced to figure out what could actually work—aside from pontifications about the need for business resiliency. (Many will need resurrection first.) Because now—and on the other side of the pandemic—everything is, […].

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ShepHyken

DECEMBER 21, 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. How to Provide the Best Possible Customer Experience? by GISuser. (GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business.

Airlines 401

Airlines Customer Service Advertising Customer Experience 401

Beyond Philosophy

DECEMBER 19, 2020

Designing Country Culture into Your Global Experience. A dull and awkward presentation in Singapore many years ago taught me an important life lesson: One must know the local culture when presenting an experience to people to evoke the desired response. In this case, I didn’t realize it was going to be different to presenting in the USA or UK.

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Consulting Consulting Customer Experience Surveys 195

CX Global Media

DECEMBER 23, 2020

Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was. Not really knowing what he could bring to the table, Sean tried to figure out what value that he could bring to the team, and he realized that if he could create space for them from the bureaucracy within the company, then they would be able to p

Coaching 156

Coaching Management Engineering Customer Experience 156

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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

DECEMBER 22, 2020

Even as local economies begin phases of reopening, COVID-19 is keeping most of us in our homes for the foreseeable future, and as a result, online shopping has become the go-to way Americans are getting essential (and non-essential) items. In fact, consumers spent $146.47 billion online shopping in the first quarter of 2020, up 14.5% […].

Coaching 162

Coaching Feedback Analytics Contact Center 162

ShepHyken

DECEMBER 22, 2020

Stronger Through Adversity. Delivering Amazing Customer Experiences Through Times of Crisis. Shep Hyken interviews Joseph Michelli, Ph.D., certified CX professional and bestselling author. They discuss his new book, Stronger Through Adversity , and share key lessons on how to survive and thrive during challenging times. Top Takeaways: You may not always be able to keep doing things the same way you have always done them, especially under time constraints.

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Customer centricity Customer Experience Customer Service Sales 219

TechSee

DECEMBER 21, 2020

For a consumer packaged goods (CPG) company, inventory management is a never-ending cycle. Whether it’s a chain store, grocery store, or a vending machine in a gas station, keeping items stocked and accounted for and tracking what sells is a time-consuming and continuous undertaking for CPG companies. But keeping up with demand is only one part of the sales equation.

Management 152

Management Real estate Self service Analytics 152

Callminer

DECEMBER 20, 2020

Read this article to learn how to identify, support and retain vulnerable customers.

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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

ProProfs Blog

DECEMBER 21, 2020

What’s that one thing you’d like to change about your business? If it’s to avoid seeing customers leave your business, then you aren’t alone in this. A lot of business owners want to reduce customer churn and retain as many as possible. Honestly, it’s not because of revenue all the time. There’s a lot more to this. Stable customer base results in higher referrals, improved upsell revenue and increased lifetime value (LTV) which further results in improved customer acquisition in future.

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Surveys Benchmark Feedback Sales 148

ShepHyken

DECEMBER 25, 2020

This week we feature an article from Pratik Salia , product manager at Knowmax. H e talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded. In a world where we are spoilt for choice, a custom made option is the only right option. From customized automobiles to personalized phones to technology that adapts itself according to our choices, personalization seems to be the name of the game.

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Personalization Banking Self service Technology 206

Talkdesk

DECEMBER 22, 2020

Just before wrapping up 2020, we have yet another reason to show appreciation for our customers. The G2 Winter 2021 Report is out! ?? And we’re proud to tell the world that Talkdesk placed number one in 18 reports, one more than in the G2 Fall 2020 Report. ??. We’re also thrilled to announce that we lead the Contact Center as a Service (CCaaS) industry in six categories: Best Contact Center Operations Software.

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call center software Contact Center SaaS CRM 139

Contact Center Pipeline

DECEMBER 24, 2020

Wishing all of our readers a safe and happy holiday season, and warm wishes for the New Year!

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Contact Center Call Center 147

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

ProProfs Blog

DECEMBER 23, 2020

Are your customers young and rustic or toolbelt traditionalists? Feeling lost as to why we are referring customers with such nicknames? Well, market research firms such as Claritas use these to divide customers into different segments. And why not, it helps you understand your customers even better. Once you know how your customers are and what makes them tick, you can plan your marketing and sales strategies better.

Marketing 131

Marketing Accountability Feedback Customer Support 131

Cyara

DECEMBER 21, 2020

3 Holiday Wish-Listed Gifts to Give Back to Your Customers. And Your Business | Part 3, Happier Customers. Customer experience is a key competitive differentiator, and keeping customers happy matters more than ever. According to Zendesk’s most recent trend report , 50% of customers say they would switch to a competitor after just one poor experience with a brand.

Customer Experience 128

Customer Experience Management Interactive Voice Response Contact Center 128

Talkdesk

DECEMBER 23, 2020

Proactive outreach, AI, automation, predictive routing and calling will be essential for reaching out to the most vulnerable small business clients. COVID-19 is raging throughout the world and the United States is one of the hardest-hit countries, surpassing 325,000 deaths (approximately 1% of the U.S. population) and more than 18 million confirmed U.S.

Banking 126

Banking Real estate Contact Center Government 126

GetFeedback

DECEMBER 21, 2020

Simplifying CX YouTube series video highlighting tips for building your 2021 customer experience strategy.

Technology 148

Technology Customer Experience 148

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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.

ProProfs Blog

DECEMBER 22, 2020

In the 70s and 80s, call centers were treated as a sales tool by large enterprises where agents would call up the consumer to sell a product. Later on, their toll-free number ‘800’ enabled consumers to get in touch with a business and ask questions related to one of the marketing campaigns they came across. This trend of call centers for chat support shifted to contact centers for chat support when internet usage became quite popular.

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Contact Center Call Center Feedback Wait times 130

Guru

DECEMBER 21, 2020

Here's what we can say about 2020: it's over, and we got through it together while staying apart. A mere 12 months ago we didn't even know what social distancing was —and now it pretty much defines every aspect of our lives. So when we took a look back at what you loved on the Guru blog this year, it didn't come as much of a surprise that our top posts all had to do with with remote work and navigating change.

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Spearline

DECEMBER 23, 2020

Welcome to the latest issue of Connect, the Spearline magazine. Through it, we communicate and connect with all of Spearline’s stakeholders, internally and externally. We discuss a wide range of topics including how high latency may affect your CX, interviews with team members, a guest article by UC Today journalist Moshe Beauford, the importance of fax, podcasts, videos as well as other company news and insights, this issue has it all.

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Certified Languages International

DECEMBER 22, 2020

CLI is dedicated to providing interpreting services, so it should come as no surprise that, well, we love language. And our company is full of book lovers. As this pandemic continues, we know that some folks have more time on their hands and are on the lookout for their next book to read, while others just want to immerse themselves in a good story.

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Call Center Marketing Personalization 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

NobelBiz

DECEMBER 21, 2020

High Volume Phone Calls refers to a sharp one-time or recurring increase of customer requests. When call peaks can be anticipated, it is possible to deal with them by adopting the right strategy. The post How To Manage High Volume Phone Calls? appeared first on NobelBiz®.

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Management 98

ViiBE Blog

DECEMBER 21, 2020

What is a Truck Roll? A truck roll is when a technician is dispatched, via truck or another type of vehicle, to address a technical issue such as maintenance, installation, or rearrangement. The problem posed by truck rolls. Field service organizations rely heavily on truck rolls to reach customers; however, truck rolls are often counterproductive. Dispatch-heavy organizations like digital service providers report 25% of truck rolls as non-value added (NVA) and an immense waste of resources.

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Best practices Metrics Average Handle Time Technology 98

Spearline

DECEMBER 22, 2020

Skibbereen, Cork, 22 December 2019 — Spearline today announced that for the seventh consecutive year, it is among the top half of the 50 fastest growing technology companies in Ireland. The tech company ranked in the 2020 Deloitte Technology Fast 50, a ranking of the 50 fastest growing technology companies in Ireland. Rankings are based on average percentage revenue growth over four years.

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