TechSee
SEPTEMBER 18, 2019
After call work (ACW) refers to the tasks completed by a customer service agent once the call with the customer has been completed. Also known as post-call processing or wrap-up, ACW includes tasks such as logging the call’s purpose and outcome, writing notes on actions taken, scheduling follow-up activities and updating the company’s internal knowledge base.
Contact Center Pipeline
SEPTEMBER 19, 2019
In February 1965, The Beatles released a song called “Eight Days a Week” as a single to the U.S. market before it appeared on the album Beatles VI. It became the band’s seventh No. 1 single in the U.S. in just over a year. The inspiration for the song came from a conversation Paul McCartney […].
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CallSource Insights
SEPTEMBER 15, 2019
Learn how to build rapport with customers with rapport building questions and great phone skills. The call handler’s role at your business is one of the most important positions. It is a job that takes both people skills and sales skills. Call handlers are talking to people daily, using aspects of psychology to interact with callers, and ultimately getting the person on the other end of the phone to have a great impression of your business and to choose it for their needs.
ShepHyken
SEPTEMBER 18, 2019
Customers don’t like to be told no. Any request or complaint that is met with a negative response may only add fuel to the fire. That’s why I’ve been intrigued for years by Cameron Mitchell’s philosophy—and also the title of his book— Yes is the Answer! What is the Question? Why did I wait so long to write about this? I have addressed this topic in several other ways.
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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.
Beyond Philosophy
SEPTEMBER 20, 2019
How To Overcome Organizational Silo’s To Make Progress. In The Fellowship of the Ring , Gandalf the wizard calls all the creatures of Middle Earth—the elves, dwarves, men, and hobbits— to a council. Their goal is to determine what to do with the Ring that threatened to end life as they knew it. Gandalf reasoned that since the Ring was a problem for all of Middle Earth, everyone should be involved.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Steve DiGioia
SEPTEMBER 16, 2019
It’s there, just like a shadow. You can’t touch it, but you know it’s there. It’s a feeling. A feeling that all your efforts are finally paying off. Can you feel it? A feeling that you’ve turned the corner. Now your team has started to believe in you. You’ve wondered, maybe even doubted yourself, if you can get this group of recruits to do better, be better, perform better.
ShepHyken
SEPTEMBER 20, 2019
This week we feature an article by Robert C. Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . Simply put, B2B support is significantly different than B2C support. A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry. These issues are usually more complex, involving several internal stakeholders and requiring a larger, more advanced and specialized team to address them.
Beyond Philosophy
SEPTEMBER 19, 2019
In January, I was surprised and disappointed that research from Nunwood and Forrester, two significant firms in the Customer Experience movement, showed that Customer Experience was flatlining. Unfortunately, the recent UK Customer Satisfaction survey echoes those findings, indicating that it has fallen over the past couple of years, from 78.2 to 77.1. .
Callminer
SEPTEMBER 16, 2019
We are excited to host our first UK Customer Forum 25 September in London, bringing together our analyst community from our UK customers base.
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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.
Contact Center Pipeline
SEPTEMBER 17, 2019
If you’re like me, you may waffle between excitement and cynicism over self-service (SS). Over the years, there has been a lot of hype over SS, but that enthusiasm has been tempered by equal measures of disappointment when reality falls short of promise. Yet I remain hopeful that astute deployment of new technology may tip […].
ShepHyken
SEPTEMBER 17, 2019
Customer Service Will Never Go Out of Style. Keeping Customer Service Relevant to Self-Service and Proactive Service. Shep Hyken interviews Paul Selby of ServiceNow. They discuss the evolution of customer service and customer needs in a digital world, and how companies can employ self-service and proactive service to meet customer demands. The Interview with Paul Selby: Self-service is all about empowering customers and giving them the ability to solve their own problems.
GetFeedback
SEPTEMBER 20, 2019
NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . How do you get loyal customers? A great customer experience (CX) , of course. . In recent years, research by CustomerThink, Forrester, and Gartner have found at least 70% of business leaders believe CX will help their companies differentiate in a
Lumoa
SEPTEMBER 16, 2019
What is customer churn? It means that your customer canceled their business with you, or decided not to renew the agreement they previously had. You calculate the churn rate by dividing the # of lost customers by # of customers at the start of the defined period.
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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 Pipeline
SEPTEMBER 18, 2019
The 9th Annual Customer Service Summit will take place on October 23rd & 24th at the Brooklyn Bridge Marriott in New York City. We sat down with Jasmine Kees, the lead organizer of the event, to discuss the Summit and the contact center industry in 2019. Q. This is your 9th year of the Customer […].
ShepHyken
SEPTEMBER 16, 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. Delta Just Gave A Simple, Stunning Explanation For Why It’s Successful (And Why American Airlines Isn’t) by Chris Matyszczyk.
ProProfs Blog
SEPTEMBER 20, 2019
Annually, U.S. companies lose more than $62 billion due to poor customer service. Not surprising, considering Americans tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience. . Bad customer service has become a major business problem today. It weakens the roots of even a great business and well-known brand. .
GetFeedback
SEPTEMBER 18, 2019
A while back, my teammates and I spent hours in a conference room mulling over the concept of effortless experience. Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . While some data says yes, other research says no. .
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!
Joe Rawlinson
SEPTEMBER 18, 2019
Emotional intelligence is more than simply focusing on your own emotions. It is how you interpret the emotions of those around you, how you read the room and identify the type of audience that you’re talking with so that you can address them accordingly. “The Non-Obvious Guide to Emotional Intelligence” by Kerry Goyette is a very interesting read in a format that’s easy to consume and digest.
Genroe
SEPTEMBER 16, 2019
No business can afford to ignore social media as part of its marketing mix. But, unless you are a global multinational, it is also impossible to effectively manage all of the social media networks that are on offer. To be most effective, organisations should look to be active in two or, at most, three networks. […]. The post Social Media Statistics for Australia (2019) appeared first on Genroe.
Fonolo
SEPTEMBER 19, 2019
Your airline has updated your flight details, shortening an already tight connection time. After being on hold for 45 minutes, you spend a slow afternoon going back and forth with an agent before you are finally booked on another flight. Just as you’re about to hang up, the agent asks, “By the way, would you like to upgrade to our Premium Economy for only $70 more?”.
ProProfs Blog
SEPTEMBER 20, 2019
With the world continuing its march towards the digital space, data collection and information gathering have become both; easier and harder. Is that an oxymoronic statement? – Yes. Is it true? Also Yes. Why is that so? Because, while customers have embraced digital technologies to make collecting responses easier, they have become more aware and guarded about the information they are willing to share.
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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.
TRUSTID
SEPTEMBER 20, 2019
As consumers demand more secure, non-intrusive interactions with their banks, it’s becoming essential for financial institutions to take steps that help ensure their customer channels are protected from fraud and other social engineering scams without adding more complexity to their customer experience. According to the recent article, “Balancing User Experience With Security: Overcoming Resistance To Two-Factor Authentication,” a number of studies found how much users resist the notion of two-f
Pointillist
SEPTEMBER 18, 2019
By Steve Offsey Exceptional customer experience has never been more important than it is today. Nevertheless, most CX teams continue to face daunting CX challenges. Even CX leaders are dealing with high customer expectations, intense competition, more rapid customer interactions across an ever-increasing number of digital and physical channels, and limitations imposed by legacy processes and technologies.
NICE inContact
SEPTEMBER 18, 2019
Sometimes “Customer Experience” feels like a book everyone talks about, but few people actually read. Luckily, the conversation is inspiring and a lot of fun. There’s a rich and vibrant discourse on social media about customer experience and customer service, and so many thought leaders who are constantly pioneering the ways we think about the interactions between customers and companies.
Transparent BPO
SEPTEMBER 17, 2019
Belize, where our contact centers are located, is home to Marie Sharp’s , a well-known hot sauce company. While not as popular as Tabasco, the company, named for its founder, produces products made with a unique secret carrot-based habanero pepper recipe. To ensure Transparent BPO achieves the goals our clients expect, we also have a “secret recipe” that contains an essential ingredient to to KPI performance success , which many companies are missing.
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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.
Nicereply
SEPTEMBER 16, 2019
CX contributes to the overall success of the company with the number of metrics that it impacts, many of which are valuable to cross-functional teams as well as support. Right now, only 13% of organizations have the appropriate infrastructure in place to really kick a customer experience strategy off the ground. For a long time, customer experience and customer support have been viewed as cost centers—necessary evils that a company had to have to complement the product itself.
Avoxi
SEPTEMBER 17, 2019
Don't let bad hold practices be the reason you lose customers! Customers dial call centers for fast solutions and answers, don't disappoint them and place them on hold. No one wants to waste their time by placing their phones on speaker and blasting hold music waiting for an agent to respond. We know that sometimes… The post Call Centers: Decrease Average Hold Time appeared first on AVOXI.
Interactions
SEPTEMBER 19, 2019
What comes to mind when you hear the phrase “Restaurant of The Future?” Do you picture robot waiters? Delivery by drones? Shaped gelatinous food replacement product ? Thanks to FSTEC , it’s never been more clear how far restaurant technology has come – and just how close the future really is. The conference, held Septemer 8-10 in Dallas, brought together operators and vendors from all over, connecting the dreamers and doers who are shaping restaurant science fiction into
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