Babelforce
JUNE 10, 2021
In this post: Why balancing AHT and service matters What is AHT? 14 tips to cut Average Handling Time #1 Improve your call routing #2 Gather customer information automatically #3 Show customer information on screen #4 Improve your data collection #5 Offer omnichannel support #6 Train agents thoroughly #7 Provide agents with support #8 Create more effective processes!
Nicereply
JUNE 8, 2021
One phrase used with a certain customer may not go down too well with another, and it’s important to remember that every customer is an individual. The phrases you use when talking to customers are crucial for good communication. Word choice and language can have a big effect on how you make a customer feel when talking to your service reps, so you should consider them carefully.
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Inbenta
JUNE 9, 2021
Summary: What Is a Reactive Chatbot? So Then, What Is a Proactive Chatbot? Why is proactive support important? Benefits of Proactive Chatbots. Proactive Chatbot Best Practices – When and How to Use Them. Is There Any Disadvantage to Implementing a Proactive Chatbot? Chatbots are the quintessence of automated information systems. They provide answers, they perform transactions, they cut waiting times, and help increase customer satisfaction.
ShepHyken
JUNE 9, 2021
Everybody has angry customers. Some customers are angry because they have a complaint. Some are just having a bad day. Whatever the reason, you must know how to handle angry customers. In our customer service training workshops , we provide a number of tactics to manage these difficult customer situations. Before I get into the specifics, remember that when angry customers have their problems managed appropriately, they can become your best customers.
Advertiser: ZoomInfo
Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.
Myra Golden Media
JUNE 9, 2021
GET MORE IDEAS LIKE THIS. Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
JUNE 9, 2021
Quality assurance does more than ensure regulatory compliance, it helps contact centers deliver the best outcomes for customers. Read our blog for tips on optimizing QA practices.
ShepHyken
JUNE 11, 2021
This week we feature an article by John O’Leary, a speaker, coach, and best-selling author. He shares an excerpt from his #1 bestselling book In Awe. Scott worked at the valet stand. . When he saw [me] this nine-year-old kid wrapped with bandages, eyes reddened from the physical therapy session he’d just endured, Velcro-strapped into a wheelchair, waiting for a ride home, he must have recognized that this kid needed some extra attention. .
Contact Center Pipeline
JUNE 9, 2021
The sudden shift from on-premise to work-from-home (WFH) last year was an eye-opening experience for contact centers and employees alike. Understandably, there were some early stumbles among companies that had no previous remote-work model in place and those that had not transitioned to cloud platforms. Overall, though, companies reported seeing the benefits of having a […].
Beyond Philosophy
JUNE 11, 2021
In my early career, I never thought I could fire a customer. I felt like if a customer wanted to be a customer, I should let them. However, I have changed my opinion over the years. Now, I believe that the customer relationship goes both ways and customers that aren’t treating your organization or employees well should get sacked. In my global Customer Experience consultancy, I have refused to work with some organizations.
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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.
TechSee
JUNE 10, 2021
It’s no secret that truck rolls are a necessary evil for the service industry. Yes, they cost a lot. Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. Sure, they divert your workforce from more strategic tasks. . But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations.
ShepHyken
JUNE 7, 2021
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. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. (Experience Investigators) Customer interviews can highlight issues in emotional ways.
Contact Center Pipeline
JUNE 8, 2021
The world of contact center training is complicated. Trainers are responsible for helping the onboarding process run smoothly for new agents by delivering the best possible training program tailored to the training class and industry. It isn’t easy to develop training programs, implement exercises to keep your audience entertained, and make sure all the correct […].
Beyond Philosophy
JUNE 5, 2021
Pricing strategy on its face doesn’t seem complicated. The goal is to get as high a price as you can to ensure you have enough margin to make a profit, while also moving inventory at a sufficient rate. So, the strategy is often to move the price around until you find the sweet spot that hits all these metrics. However, like most things that have to do with customer behavior, it isn’t as simple as that.
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Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more
Steve DiGioia
JUNE 10, 2021
The other day I got a voicemail message from someone who sounded like they had a mouth full of marbles. I couldn’t understand most of what she said, and she spoke so quickly that each word just bled into the next. I even played the message back hoping to catch what I missed the first time. No difference. A question for you salespeople…. Why waste your time making a phone call and then expect someone to call you back when we can’t even understand what you are saying?
ShepHyken
JUNE 8, 2021
Stress Test Your Business to Prepare for the Bad Times. How to Identify Market Opportunities that Your Competitors Miss. Shep Hyken interviews Dr. Jeffrey Magee, one of today’s leading Leadership Strategists. He is the author of Your Trajectory Code and more than 30 other books. They discuss how to stress test your business in the good times so that you are empowered to provide a great experience to your clients even in the bad times.
Callminer
JUNE 7, 2021
Sentiment and emotion analysis enables businesses to keep track of how customers feel about products and services. This blog shares how these insights deepen customer relationships.
Contact Center Pipeline
JUNE 11, 2021
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, Calabrio’s Brad Snedecker discusses quality management solutions, work-from-home (WFH) challenges that QM solves, along with key features, how to get the […].
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
Help Scout
JUNE 8, 2021
Artificial intelligence (AI) shows incredible promise in 2021, but the experience of interacting with an AI chatbot is more like talking to a distracted toddler than it is to Tony Stark’s Jarvis. Still, using AI chatbots for customer service makes plenty of sense. Perhaps you’ve read about recent AI breakthroughs, seen a compelling demo, or heard that your competition is installing an AI system.
Fonolo
JUNE 8, 2021
Look around your call center. Do your agents seem tired, frustrated, or fed up with work? Call centers have a reputation for being difficult places to work, especially for front-line agents. This results in high agent churn or disengaged employees. A poor work culture inevitably has a direct impact on your customer experience ? in other words, if your agents aren’t happy, your customers won’t be either.
Peter Lavers
JUNE 6, 2021
We are delighted to announce that our founding director Peter Lavers has again been recognised as one of the World’s top 50 customer experience influencers, this time by The Awards Magazine. It is a great list of experts in the field, and Peter said: “It is always nice to be recognised for my passion for customers and their experience, especially when it’s as part of such an august group.
Contact Center Pipeline
JUNE 10, 2021
Chicago’s first hit “Make Me Smile” broke into Billboard’s Top 10 in March 1970. The song was written by founding member James Pankow as part of a song suite consisting of several movements. Different versions were edited together to complete the version most people are familiar with today, and the growling vocals were delivered by […].
Advertiser: ZoomInfo
In today’s ultra-competitive markets, it’s no longer enough to wait for buyers to show obvious signs of interest. Instead, sales teams must be proactive, identifying and acting on nuanced buyer behaviors — often before prospects are fully ready to make a purchase. In this eBook from ZoomInfo & Sell Better, learn 10 actionable ways to use these buyer signals to transform your sales strategy and close deals faster.
Outsource Consultants
JUNE 7, 2021
We’ve all asked the question: “When will I find the right call center partner?”. Maybe you’ve searched endlessly for a BPO partner that felt right. Or you’ve been wondering about meeting someone new, a BPO partner that’s nice, that makes you feel important — but no luck. Meanwhile, all of your friends are posting happy pictures of their blossoming BPO relationships, scaling revenue and efficiency in great destinations like the Caribbean and the Philippines.
Eptica
JUNE 7, 2021
Date: Friday, June 4, 2021 Author: Pauline Ashenden - Demand Generation Manager Successfully managing the shift to hybrid working. Published on: June 04, 2021. Author: Pauline Ashenden - Demand Generation Manager The switch to hybrid/blended working provides contact centres with opportunities to become more flexible and efficient while accessing a greater pool of talent.
Monet Software
JUNE 10, 2021
8 Tips for Optimizing Schedules and Enhancing Contact Center Workforce Engagement.at the Same Time. We all love a win-win. A two-for-one. A prize in the Cracker Jack box. Getting a little extra can be amazing. Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts.
Help Scout
JUNE 10, 2021
Anyone who’s worked in customer support knows it’s best played as a team sport. Strong individual contributors matter, but the real magic happens when working together. In order to create an environment conducive to collaboration, you need the right tools — and one of the most important is a team inbox. What is a team inbox? A team inbox is a shared mailbox where multiple agents can manage and collaborate on customer conversations from a single email address (support@, help@, etc.).
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.
Concentrix
JUNE 10, 2021
Collect and act on digital feedback fast with our preconfigured solution. The post ConcentrixCX VOC Essentials for Digital appeared first on Concentrix.
Avoxi
JUNE 9, 2021
Buy Online Get a Free Demo Direct Routing vs Calling Plans in Microsoft Teams Direct Routing vs. Teams Calling Plans What are Calling Plans in Teams? Calling Plans in Teams are business voice bundles provided by Microsoft. They include a users phone number and a package of minutes for calls. Where are Calling Plans available?… The post Direct Routing vs Teams Calling Plans appeared first on AVOXI.
HelpCrunch
JUNE 8, 2021
I prefer self-checkouts, mobile carsharing, and online shopping. Anytime I have a question, I google it first. Whereas my 50ish dad calls taxis via phone and goes for human cashiers or physical stores. When he [ … ]. The post What is Customer Self-Service? Value, Benefits, Best Options appeared first on HelpCrunch blog.
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