ShepHyken

MARCH 7, 2018

The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization. Yet, it surprised both of us just how low paid some of these support people are. That made me think about the teller at a bank, the person who is the “face” of the bank for all intents and purposes.

Customer Support 458

Customer Support Banking Customer Service Personalization 458

Beyond Philosophy

MARCH 9, 2018

On our Intuitive Customer podcast , Professor Ryan Hamilton and I have been talking about the ways that customers are irrational in their decision making, often focusing on things that seem irrelevant. I came across an excellent example of this in a Scientific American article about men and the environment. We men, it seems, aren’t as good at being environmentally friendly as women are.

Transportation 445

Transportation Consulting Consulting Marketing 445

Contact Center Pipeline

MARCH 8, 2018

Imagine there is an angry customer calling your contact center. They threaten to cancel their service. They provide their name and mailing address, but cannot remember their account number or security password. However, they are shouting and threatening to complain on social media regarding supposedly unfair charges to their account. Eventually, your agent calms the […].

Contact Center 268

Contact Center Engineering Accountability Call Center 268

Myra Golden Media

MARCH 3, 2018

Five years ago my dad needed to have a quadruple bypass, and he needed to have 3 of his heart valves replaced. The surgery came with significant risks. There was a 10 – 15% chance of death during or shortly after surgery. There was a risk of stroke or heart attack during the operation. My father didn’t want to have the surgery – because of the risks, and based on things he was hearing from other people.

Management 176

Management Customer Experience 176

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Contact Center

ShepHyken

MARCH 5, 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. What’s the Difference Between Customer Satisfaction and Customer Loyalty? by Jimmy Rodriguez. (HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand.

Customer Service 202

Customer Service Chatbots Contact Center Marketing 202

Call Center Weekly

MARCH 9, 2018

By Elaine Carr, CPLP Several years ago while interviewing for my job at ICMI, an employee asked me, “What’s the biggest training obstacle for contact centers?” I thought for sure this must be a trick question. The answer is just so obvious. When I answered, “Getting people off the phones to do training,” the interviewer threw her hands in the air indicating I scored a touchdown.

Contact Center 143

Contact Center Gamification Transportation outsourcing 143

Contact Center Pipeline

MARCH 7, 2018

Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact Center, Customer Service and Customer Experience Professionals together in person and virtually. Our community loves their customers and routinely goes above and beyond to deliver the ultimate customer experience.

Contact Center 113

Contact Center Personalization Customer Experience Customer Service 113

ShepHyken

MARCH 6, 2018

The “Magic” Behind the Words You Use. What if you knew the “Magic Words” to use with your customers? Shep Hyken sits down with Tim David to discuss the impact that words have on human connection and customer service. . . Top Takeaways: TIM’S GENEROUS GIFT : To start with, Tim has offered a free video course on body language. Just click here. Seven words that motivate, engage, and influence: Because – Studies show that when this word is used, the answer is changed.

Accountability 198

Accountability Personalization Customer Service Customer Care 198

TechSee

MARCH 6, 2018

The comic that will drive your KPIs out of this world. “Faster than a speeding bullet, more powerful than a locomotive, able to leap tall buildings in a single bound…”. Sound familiar? Well, it certainly should. It’s been almost 80 years since Superman Comics came into existence and Metropolis has never been the same since. Today’s superheroes come in many forms.

Contact Center 118

Contact Center Chatbots Interactive Voice Response Customer Care 118

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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

Call Center Weekly

MARCH 8, 2018

How do you promote the work of your team and department throughout your organization? 1. Develop relationships with colleagues from other departments: One of the best ways to promote the work of your team is by having others do it for you! When you develop strong relationships with your colleagues they are sure to let others know what an amazing job your team is doing.

Coaching 136

Coaching Call center experience Best practices Call Center 136

Contact Center Pipeline

MARCH 6, 2018

Welcome to our March issue! It is gratitude month for me at Contact Center Pipeline! Gratitude to Steve, Susan, Frank and Mark for all their hard work in getting this ship afloat! Thanks also to Ellen, Sarah and Valerie who help rise our tides! As with all of us, I reflect back over these NINE […].

Contact Center 113

Contact Center Call Center 113

ShepHyken

MARCH 9, 2018

This week we feature an article by Gemma Baker who writes about how the customer service world has changed with the development of digital communication channels. – Shep Hyken. It is no secret that customers are turning towards digital communication channels when contacting organizations. This is expected to grow, as over the next 5 years it has been predicted by Gartner that phone interactions will drop from 41% to 12% as consumers keep going digital [i].

Customer Service 189

Customer Service Chatbots Advertising Technology 189

Customer Guru

MARCH 7, 2018

This International Women’s Day, we at Customer Guru would like to honor women CX professionals and entrepreneurs who are working relentlessly to make the lives of their customers happy. In an endeavor to do so, we have collated the stories of women CX and business leaders across the globe and across industries – right from finance to e-commerce, and IT to fashion.

Customer centricity 113

Customer centricity Education Finance Benchmark 113

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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

Call Center Weekly

MARCH 5, 2018

By Chris Truitt Early in my career I learned of the importance of showing value. I survived numerous acquisitions due to my willingness to take on more responsibility and build a skill set that was scarce. Whenever I saw an opportunity I took it. If there was an app or a tool that was useful for my team, I read up on it, watch video tutorials and took available training.

Best practices 136

Best practices Consulting Consulting Analytics 136

Lumoa

MARCH 5, 2018

B2C customer experiences have set the tone of CX transformation. All the people, who receive advanced personalized customer treatment, come to work and. very often experience the same old "traditional" system. Instead of online catalogue, they have to download a pdf or even order a paper brochure. Instead of usual "order in three clicks", they have to call.

B2B 113

B2B B2C Customer Experience Personalization 113

TechSee

MARCH 6, 2018

The comic that will drive your KPIs out of this world. “Faster than a speeding bullet, more powerful than a locomotive, able to leap tall buildings in a single bound…”. Sound familiar? Well, it certainly should. It’s been almost 80 years since Superman Comics came into existence and Metropolis has never been the same since. Today’s superheroes come in many forms.

Contact Center 84

Contact Center Chatbots Interactive Voice Response Customer Care 84

Customer Guru

MARCH 5, 2018

Written by Sonal Jaiswal | Evangelist, Customer Guru. The theme for International Women’s Day 2018 is Press for Progress. There is no better time to emphasize and work on this theme than now. The times today are very exciting – new technologies are disrupting old ways, newer ideas are revolutionizing the way in which the world functions.

Customer centricity 110

Customer centricity B2B Feedback Morale 110

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

Outsource Consultants

MARCH 9, 2018

In today’s competitive business environment, many companies are realizing the benefits and cost efficiencies of outsourcing some or all of their call center activities to a third-party partner that specializes in professional, inbound, outbound, and BPO services. Selecting an outsource call center partner is difficult and time-consuming. Because you are selecting a partner that is an extension of your business, your choice must be compatible, experienced, reliable, and cost-effective. .

outsourcing 98

outsourcing Call Center Interactive Voice Response Consulting 98

SharpenCX

MARCH 6, 2018

It’s a fact - some agents are going to do sneaky things to get out of taking calls. But should they be fired for it? [.]. Read More. The post The Dark Side Of Call Avoidance Policies appeared first on Sharpen Contact Center Software.

Contact center software 98

Contact center software Contact Center Customer Experience 98

CX Advantage Walker

MARCH 6, 2018

Overview One highly recommended skill for effective leaders is persuasion – the ability to move others toward a position they don’t currently hold. Persuading others is a critical skill in all aspects of one’s life, but great leaders must also be persuadable – actively seeking alternative perspectives and evidence. Being an Analytical Leader I recently contributed.

Analytics 91

Analytics Customer centricity Consulting Consulting 91

VocalCom

MARCH 5, 2018

Every solid business relationship begins with good communication. When your customers engage with your brand, they may be looking for quick answers. However, on a deeper level, they are also seeking reasons to trust you. Does your company care about them as individuals? Do you value their time? As technology continues to improve the customer experience, the human touch is sometimes lost.

Customer Service 91

Customer Service Contact center software Contact Center Wait times 91

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aircall

MARCH 6, 2018

Building out a customer support department is like settling an uninhabited island. At first, you and your fellow pioneers must use every resource available to its maximum potential. This plant is good to eat, but it can also be used to make rope. This blanket doubles as sun protection during the daytime. This product manager can answer phone calls when everyone else is eating lunch.

Interactive Voice Response 90

Interactive Voice Response Morale Construction Technical Support 90

GetFeedback

MARCH 8, 2018

Customers count on email support for quick, convenient help. Learn how to maximize support efficiency without sacrificing quality with these 6 simple tips!

78

78

360Connext

MARCH 5, 2018

Are you treating customer experience like a sport? Are people in your organization who deliver the experience expected to start “winning at CX” in some way? If customer experience becomes a competition, either amongst your internal teams or worse, then the customer is the guaranteed loser. What do I mean about CX as competition? Think about your own organization.

Education 82

Education Consulting Consulting Sales 82

TeleDirect

MARCH 9, 2018

Your customer service capability isn’t simply a nice-to-have. It’s everything to your business, your brand, and your reputation. Without an effective call center strategy, you’re missing out on a golden opportunity to satisfy client demands – and excel with innovative, on-point contact services. If you can’t find a solution, your competitors surely will.

Call Center 83

Call Center Business Process Outsourcing call center solutions outsourcing 83

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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

aircall

MARCH 6, 2018

Building out a customer support department is like settling an uninhabited island. At first, you and your fellow pioneers must use every resource available to its maximum potential. This plant is good to eat, but it can also be used to make rope. This blanket doubles as sun protection during the daytime. This product manager can answer phone calls when everyone else is eating lunch.

Interactive Voice Response 89

Interactive Voice Response Morale Construction Technical Support 89

Fonolo

MARCH 6, 2018

Something new this week! As a result of recent acquisitions and other maneuvers , we now have a nice sample size of publicly listed companies for whom cloud call center is a key focus. Many of them released their Q4 earnings in the past couple weeks. It’s interesting to review the numbers at a high level to see what kind of picture they paint for the near term future of the sector.

Call Center 80

Call Center Average Handle Time Enterprise call center solutions 80

Customer Guru

MARCH 7, 2018

Kanika Tekriwal founded JetSetGo in 2014. Today, JetSetGo operates India’s largest private jet and helicopter fleet and currently holds over 20% of the total market as the single largest market shareholder. Under her leadership, JetSetGo enjoys a client satisfaction rate of 98.2% and has been awarded the prestigious National Entrepreneurship Award by the Government of India.

Airlines 73

Airlines Marketing Government Customer centricity 73