Beyond Philosophy
AUGUST 12, 2020
We’ve recently trained some of our clients on journey mapping. During the process, I realized that there is a lot that people don’t know about it—and that they needed a few rules to help them make the most of the exercise. We discussed the problems with journey mapping in a recent podcast. Traditional journey mapping is what a customer is doing, but is missing a few things.
Satrix Solutions
AUGUST 12, 2020
When it comes to measuring the impact of your customer experience (CX) programs, many people would likely look to a Customer Satisfaction or loyalty metric, like Net Promoter Score. While improvements in your score would rightfully suggest that your investment in CX may be paying off, there are additional key performance indicators (KPIs) you should not overlook.
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NICE inContact
AUGUST 12, 2020
If you’re tasked with achieving more results with fewer resources, optimizing your contact center can deliver far-reaching results, having a streamlined ripple effect across your organization. SMBs and enterprises alike can overhaul their ROI with 4 approaches.
ShepHyken
AUGUST 12, 2020
What does it cost to be nice? Some would say, “Nothing.” When it comes to people interacting with people, that’s probably true. It’s a smile, a wave, a head nod or some other gesture. It’s a genuine “thank you” or another comment to share your appreciation for your customer. None of that has any cost associated with the idea of being nice. I’m in the process of writing a new book.
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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
AUGUST 13, 2020
Do you know what annoys me? When I go into an organization, and they say their goal is to delight customers at every moment of contact. Honestly, it sounds exhausting, for both the team and your customers. After all, how much joy do you need to buy paper towels? Another area exists to channel all that enthusiasm instead. There is a significant connection between successful Customer Experiences and the amount of effort they require from customers.
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
AUGUST 13, 2020
Great employees are the heart and soul of any business, especially a successful one. Their efforts cannot be understated enough. But there are always one or two poor performers or “deadwood employees” – those who contribute little to the company’s success and at times undermine it. And they hang on year after year. They never seem to get fired and amass a laundry list of disciplinary actions with little substantive repercussions.
Callminer
AUGUST 10, 2020
When it comes to managing a contact center, you should never take a risk in regards to regulatory compliance. Here is a look at eleven compliance acts that contact centers should be aware of.
Beyond Philosophy
AUGUST 10, 2020
How to Make Your Experience Easy and Gain Growth. I hear things like this when I go into an organization: “We want to delight customers at every moment of contact.” I nod my head and smile, but secretly I think it sounds exhausting. Moreover, it is unnecessary in many parts of the experience. People many times do not want to be delighted; they want to be done already.
CCNG
AUGUST 13, 2020
The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. It has led to a rapid and global shift of moving contact center agents and supervisors to a work at home model. During May 2020, 5th Talent International delivered a survey to more than 4,000 agents and supervisors across 7 countries. The findings provide unexpected insight into the point of view of the work at home employee.
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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.
ShepHyken
AUGUST 14, 2020
This week we feature an article by Rakshit Hirapara , a content marketer at PeddleWeb. He writes about the importance of ensuring a positive customer experience, especially during a world crisis. The customer experience (also referred to as CX) seems like a simple concept. However, it can be interpreted in several ways. Put simply; customer experience can be defined as thoughts and feelings that the consumer associates with the brand.
Contact Center Pipeline
AUGUST 12, 2020
In times of crisis, we often find heroes in the unlikeliest of places. The current COVID-19, or coronavirus, pandemic is no exception. The obvious heroes of the current crisis are, of course, the health care workers and first responders who are on the front lines caring for the sick and maintaining a brave demeanor in […].
ProProfs Blog
AUGUST 14, 2020
Imagine being in your customers’ shoes. You’ve landed on the website due to a certain search query and find the product you need. You add it to the cart and are ready to check out. But the moment you reach the checkout page, you realize that you don’t have an account and are requested to sign up now. As you click on the sign up process, you realize that the form is quite a journey in itself.
CCNG
AUGUST 13, 2020
The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. It has led to a rapid and global shift of moving contact center agents and supervisors to a work at home model. During May 2020, 5th Talent International delivered a survey to more than 4,000 agents and supervisors across 7 countries. The findings provide unexpected insight into the point of view of the work at home employee.
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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.
ShepHyken
AUGUST 10, 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 Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. (SmartBug) In this blog, we look at five customer retention strategies that you can implement to deliver more value to your customers and increase customer loyalty.
Contact Center Pipeline
AUGUST 13, 2020
The Covid-19 pandemic created significant shifts in how we work. As businesses scrambled to set up employees to work from home, there was little time to be proactive and consider future implications. As the new normal settles in, some contact centers employees have a choice to work from home or at the office. Leading a […].
Totango
AUGUST 14, 2020
In our latest installment in the CXO Series , we sat down with Stephanie Comardelle, Vice President of Customer Experience, Success, and Solutions at Lucid to discuss what it takes to implement a stakeholder engagement plan at a time when there is so much going on as well as how they are managing their new customer success program. . Lucid bridges the gap between global questions and human answers by connecting buyers and sellers in one central location for survey sample groups.
Taylor Reach Group
AUGUST 13, 2020
By Turaj Seyrafiaan. In the past 25 years I have visited hundreds of contact centers and have spoken to many contact center directors. Beside all the typical operational issues, one subject comes up frequently; contact center management feeling that the rest of the organization does not appreciate what the contact center does. In fact, one manager half-jokingly said: “ We get no respect ”!
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!
Fonolo
AUGUST 13, 2020
Why do we treat call center overwhelm like a necessary evil? Times have changed, and the call center industry with it. Our phones no longer have cords, the internet exists, and agents no longer have to be tethered to the office. And what’s more, there’s technology — fantastic software that helps you track everything from customer touchpoints to customer feedback.
Upstream Works
AUGUST 11, 2020
The difference between good and excellent contact center CX is providing customers with a human touch. As digital channels and AI become more prevalent in contact centers, customers are looking for more in their experiences with human agents, something they can’t receive from bots and self-service channels — a sense of humanity, empathy and having their feelings and frustrations validated.
TechSee
AUGUST 12, 2020
The ongoing quest to enhance customer experience has birthed a new buzzword: multiexperience (MX). This emerging trend has companies seeking to provide their customers with seamless, native experiences on any channel or device, via voice, video, or text. Gartner has placed MX among the top technology trends of 2020, predicting that by 2023 , more than 25% of large enterprises’ mobile apps, progressive web apps and conversational apps will be built or run through an MX development platform and th
Tethr
AUGUST 13, 2020
At Tethr, we talk to CX and customer service leaders every day who are working to close the gap between their desired customer experience and the actual experience they deliver to their customers. With capabilities like the Tethr Effort Index and the Agent Impact Score , we’ve worked to enable AI and machine learning algorithms to listen to every customer conversation at scale and identify the drivers of both poor and exceptional experiences and how agents are helping or hurting the experience.
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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.
Concentrix
AUGUST 12, 2020
Concentrix, a leading global Customer Experience Solutions Company, today announced SecureCX™, the CX BPO industry’s newest Work-at-Home platform. The post Concentrix Releases Advanced Biometrics Solution for Secure Work-at-Home Environment appeared first on Concentrix.
OctopusTech
AUGUST 10, 2020
Today, the way television networks and live-streaming options are enabling a wide range of content; the responsibility of cable and network providers is turning out to be more crucial. However, the credibility of any major brand or network operator begins with effective customer experience. If your services are not streamlined or the customer queries are not handled successfully on time then they might switch to other options available in the market.
Ansafone
AUGUST 8, 2020
One of the growing necessities of legal practices is outsourcing customer service. The reasons are plentiful and beneficial for any legal practice looking to scale and utilize their time wisely. Running a legal practice is a complex and ever-changing task that requires staff to multitask and manage multiple roles. As businesses seek to reduce stress … Reasons Why Law Firms Are Outsourcing Customer Service Read More ».
Guru
AUGUST 11, 2020
If you use Slack as much as we do, then you know how powerful it is for collaborating with your coworkers. Since its launch in 2013, Slack has become the central nervous system of company communication and collaboration. For many teams, bouncing between internal Slack conversations, customer emails, vendor calls, and partner meetings, it can be difficult to stay focused with all the context switching.
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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.
Lumoa
AUGUST 10, 2020
Customer service and customer experience are vital for long-term business success. Customer service is an important piece of your overall customer experience, and customer experience is the key driver of customer loyalty.
Tethr
AUGUST 14, 2020
Your frontline employees set the stage for the customer experience. After all, they’re the first impression of what your company is all about. Frontline employees are constantly observing how your customers interact with your offerings, so they are much better sources of information than conventional research. When you fail to engage and empower them, you are missing out on opportunities for customer experience improvements, product upgrades and tons of valuable insights.
Nicereply
AUGUST 11, 2020
Remember: these are just four roles that represent the larger pool of opportunities out there. If you’re a person that loves helping, finding a career in customer support can feel like a dream come true. But what do you do after you’ve been working in the queue for years and don’t necessarily want to be a manager, or an individual technical contributor?
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