Callminer

OCTOBER 3, 2019

There are many characteristics that successful call center representatives share, some being more important than others. Additionally, there are some characteristics that will be more important based on the needs and functions of a particular call center, although many traits are universal to all who work in a call center setting. Things like showing up on time, willingness to learn, and a generally good attitude are things all call center reps should possess.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

CSM Magazine

SEPTEMBER 28, 2019

Myra Golden shares some tips on how to handle difficult conversations with clients. You already know it’s best to not say words like “unfortunately,” or a hard “no,” and you probably even know that you need to let angry customers vent for at least a few seconds, but there are some other things you should know before trying to get customers to accept your word as final, especially when you have to give customers bad news.

Consulting 45

Consulting Consulting Personalization Call Center 45

Ansafone

OCTOBER 2, 2019

Organizational Silos that Hurt Customer Experience With the very best of intentions, most organizations structure themselves into silos. This happens when companies segment people on the basis of skillset into different departments and roles. Although this focused framework can be healthy for a business, it can also lead to many problems. Simply consider the fact that “silo mentality” … How Customer Engagement Silos Are Holding You Back Read More » The post How Customer Engagement Silos Ar

Contact Center 54

Contact Center Customer Experience Customer Service 54

A Better Answer

OCTOBER 2, 2019

The outsourcing world is divided into different service sectors, and two of these sectors are the most crucial to success: call center services and virtual assistant services.

Call Center 40

Call Center outsourcing 40

Advertiser: ZoomInfo

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Enterprise

CrazyCall

OCTOBER 2, 2019

Why cure when you can prevent? You might have heard that question before. Perhaps it was one of those elderly-eternal-knowledge sentences that p**s you off but can’t be denied. Of course, your grandma was relating to diseases and the fact that it’s much better to eat healthily and not get sick than get sick and then cure the disease with drugs. Believe it or not, but the same rule applies to customer service.

Customer Service 79

Customer Service Surveys Best practices Feedback 79

ShepHyken

OCTOBER 2, 2019

A friend of mine recently told me about their bad experience at a restaurant. The server was very nice and extremely apologetic about the problems that happened throughout the evening—but there were still problems. The food took a long time to get to the table. When it got there, it wasn’t prepared properly. On the next attempt, the food came out uncooked.

Management 326

Management Customer Service Customer Care Customer Experience 326

Beyond Philosophy

OCTOBER 4, 2019

Some people confuse marketing and advertising. Many people think they are the same thing. They are not, but advertising and its related communication is a crucial part of what marketing does. Advertising is where your organization communicates with the customer. It is where you make your brand promise, aka your value proposition. It is also where you begin to set customers’ expectations for your Customer Experience.

Marketing 62

Marketing Advertising Education Consulting 62

Steve DiGioia

SEPTEMBER 30, 2019

In celebration of Customer Service Week (October 7-11, 2019), this post focuses on the customer service professionals who make it all possible. Many hold the title but never seem to accomplish the task. Some tout the certification letters after their name but can’t put their knowledge to use. Others, sadly, haven’t a clue and chase away more customers than they help.

Customer Service 222

Customer Service Scripts Self service Personalization 222

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues.

Feedback 182

Feedback Customer centricity Employee engagement Contact Center 182

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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

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. What is most important for any business today? Customers, employees, lead generation, or profit. Well, the best answer is customer engagement. No business can survive without engaging its customers. These are not only customers but brand loyals.

Benchmark 311

Benchmark Customer retention Feedback Consulting 311

Callminer

OCTOBER 2, 2019

Some of the most successful call center representatives share some important and valuable characteristics to look for when hiring call center talent.

Call Center 182

Call Center 182

TechSee

OCTOBER 2, 2019

The days of long-term customer brand loyalty to brands are over. Today, consumer stickiness is far more dependent upon people’s specific experiences and the level of service they receive. Some turnover must always be expected – that’s the nature of competition, after all – but a high churn rate due to substandard customer service is unacceptable, and often entirely avoidable.

Surveys 164

Surveys Customer Service Customer retention Telecommunications 164

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues.

Feedback 182

Feedback Customer centricity Employee engagement Contact Center 182

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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

ShepHyken

OCTOBER 1, 2019

The Analytic Customer Experience. How AI Can Support Human Customer Service. Shep Hyken interviews Tom Goodmanson. They discuss trends in digital customer service, including hyper-personalization and fast, frictionless self-service. The Interview with Tom Goodmanson: The “CX revolution” is only just beginning. The trend across industries is toward elevating the customer experience.

Self service 54

Self service Contact Center contact center solutions Analytics 54

Callminer

SEPTEMBER 30, 2019

Gain an understanding of data mining, including data mining techniques, tools for data mining, and data mining best practices you should know.

Best practices 182

Best practices 182

Contact Center Pipeline

OCTOBER 1, 2019

I hated receiving quality assurance (QA) evaluations when I was an agent. Even though I got a good score, the process was based on strict adherence to procedures. Everything was black and white: Did I use the customer’s name three times? Did I verify their password? Did I remember to use the proper call identification […].

Employee engagement 32

Employee engagement Coaching outsourcing Contact Center 32

REVE Chat Blog

OCTOBER 2, 2019

Customer engagement is a strategic objective that needs to align with your organizational vision. Having a strong focus on engaging with users and customers, by interacting with them consistently throughout their life cycle, should be one of the key focus for the teams and business metrics. . “ 63% of customers say that organizations should make getting to know them better a top priority” Customer experience is an important part that contributes to the success (or failure) of a busin

Chatbots 94

Chatbots Banking Feedback Customer centricity 94

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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

ShepHyken

SEPTEMBER 30, 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. NPS, CES, CSAT: Which One is the Best Metric? by Sara Staffaroni. (GetFeedback) NPS, CES, and CSAT are customer loyalty metrics.

Customer Service 48

Customer Service Customer retention Metrics Consulting 48

CustomerSuccessBox

OCTOBER 2, 2019

No matter what product or service you offer, seeing a new customer experience success with said offering is what it’s all about. First of all, it’s proof positive that your service provides the value you’ve aimed for it to provide. . More importantly for your business, helping your customers succeed will lead to increased satisfaction—which, in turn, leads to increased engagement, improved retention, and potential brand evangelism.

SaaS 88

SaaS Accountability Surveys Customer Experience 88

Contact Center Pipeline

OCTOBER 3, 2019

This month, we feature an article on key performance indicators. It is one of my favorite topics! We have the opportunity to measure so many things based on our organization and mission. Please check out the 12 commonly used KPIs in Susan’s feature article. This month also brings us the findings from our 2019 Voice […].

Contact Center 29

Contact Center Call Center 29

Totango

OCTOBER 1, 2019

Being a customer-centered enterprise means acting as a trusted advisor and helping your customers get greater business value from your product. The aim is to create customer lifetime value by nurturing sustained expansion over time for mutually beneficial growth. But sustained growth is hard to achieve without a clear path forward. . Customer journey optimization is a way of not only mapping the stages of customer progression but also identifying ways to add customer value along the way.

Enterprise 81

Enterprise Metrics Benchmark Upselling 81

Advertiser: ZoomInfo

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

Sales

Interactions

OCTOBER 3, 2019

Traditionally, automation has seemed like the next-best option to a live representative. It’s something that call centers needed in order to handle large call volumes, but it was not necessarily something that was embraced. It was the lesser of two evils: make your customers wait on hold for 30 minutes until a live agent is available, or allow them to maybe get their task done with an IVR. .

Virtual Agent 78

Virtual Agent Wait times Interactive Voice Response Call Center 78

C3Centricity

OCTOBER 1, 2019

We all know how extremely demanding consumers have become in recent years. The offers of constant innovation and novelty have made us all more impatient and critical. Today we want things better, faster and sometimes cheaper as well. And customer satisfaction is becoming insufficient to drive growth alone. Companies need to deliver more, a lot more!

Marketing 77

Marketing Customer centricity CRM Transportation 77

Contact Center Pipeline

OCTOBER 4, 2019

No matter the size of your contact center, your team is focused on making sure you have the right number of agents to process the transactions within the targeted grade of service while controlling the cost of providing that service. In smaller centers, proper staffing can be an even more acute challenge and a priority […].

Management 124

Management Contact Center Call Center 124

Eptica

OCTOBER 2, 2019

Date: Wednesday, October 2, 2019 Author: Pascal Gauvrit - CTO Could you be doing more to understand your customers? Published on: October 02, 2019. Author: Pascal Gauvrit - CTO In the run-up to N ational Customer Service Week , which begins on 7 th October, we’re sharing our thoughts and experiences on the key themes highlighted during this celebration of the importance of the industry.

Self service 76

Self service Best practices Analytics Surveys 76

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

Spearline

OCTOBER 1, 2019

In this episode of the Spearline podcast, Kees interviews Customer Engagement Manager JJ Barry about his role with the company, CX Day and the importance of customers. Later in the episode, Josh is joined in studio with members of the Product Team, Carl Naysmith and Deirdre Hurley, where they discuss more about CX Day, understanding the customer and the Spearline platform.

Contact Center 74

Contact Center Technology Management 74

Concentrix

OCTOBER 1, 2019

Recognition highlights strategic initiatives to engage growing, diverse workforce Fremont, CA – Concentrix was recognized in the 2019 Comparably Award for Happiest Employees. “Happiness at work is an important metric that should be used when determining who we want to work for and how we want to work,” said Comparably CEO Jason Nazar. “Providing your workforce.

Metrics 73

Metrics 73

Certified Languages International

OCTOBER 2, 2019

As a follow-up to our previous blog post regarding the California bill AB5 and the potential threat it poses to language professionals working as independent contractors in the state of California, we wanted to post an update and include some resources for individuals looking to take action and get involved. California AB5 refresh. AB5 was introduced in response to the Dynamex decision.

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