TechSee
MAY 14, 2019
Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT. Measuring – and reducing – the duration of each call has long been seen as the most important way to ensure efficiency, plan headcount and reduce operational costs. AHT = Total Talk Time + Total Hold Time + Total Post-Call Work/Number of Calls Handled.
Contact Center Pipeline
MAY 14, 2019
I don’t know about you, but I’m pretty frustrated by clients, prospects and some contact center managers who think that the only reason agents are absent from work is because they are lazy. Not only is this conclusion frequently detached from the facts of what’s causing the absenteeism, but it also abrogates a level of […].
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LiveVox
MAY 14, 2019
Consumer demand for multichannel engagement continues to accelerate and its impact on the bottom line is more substantial than ever. In fact, a recent report from Aberdeen Research* noted that companies with extremely strong omnichannel customer engagement see a 9.5% year-over-year increase in annual revenue, compared to 3.4% for weak omnichannel companies.
Strikedeck
MAY 14, 2019
Andy shares what causes stress for the customer, and what you can do to assuage it.
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ShepHyken
MAY 15, 2019
It’s never fun to share bad news with a customer. Many people are scared to be the bearer of bad news. There are plenty of examples of bad news – an order didn’t ship, something was damaged, a deadline is not going to be met, etc. It doesn’t really matter what the bad news is; the key to managing the customer experience is how you deliver the bad news.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CX Accelerator
MAY 15, 2019
Here at CC Expo, it’s clear that the world of the contact center is at a turning point. The Expo hall is crammed with state-of-the-art technologies and promises of automation, higher efficiency, lower costs. New software and solutions are dazzling and daunting in equal measure. While it’s important to adapt to technological change, it’s important also to be able to look at your customer service function and seek to improve what’s there already.
Myra Golden Media
MAY 13, 2019
Escalated calls are frustrating for everybody – the employee who knows she could’ve done the exact same thing the supervisor did, the supervisor whose hair is on fire, and for the customer who has lost time. It’s time to fix the escalation problem. Here are three ways you can prepare your employees to de-escalate so you can take a little stress out of everybody’s life. 1.
ShepHyken
MAY 17, 2019
This week we feature an article by Ashwini Dave who writes about how important it is to show your customer’s appreciation in order to retain their loyalty. Organizations are irrelevant without customers. They are the major reason why you are in business. Data from NewVoice Research revealed that 53% of customers switched brands because they felt unappreciated.
Steve DiGioia
MAY 13, 2019
I watched her smile at everyone who passed her. Her gaze fell naturally on each person and she took the time to acknowledge the children. Waves, “high-fives” and plenty of thank-yous always seem to be around her. No wonder why the customers love her. How does she do it? Good question? Is her friendly demeanor something she’s learned or was taught, or is she just “naturally friendly”?
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Callminer
MAY 14, 2019
Let’s look at why it’s attractive on the surface to undertake DIY speech analytics and the pitfalls companies we work with have encountered when they have tried.
Myra Golden Media
MAY 13, 2019
Imagine your newest and most timid employee’s next call is from an irate customer. The customer is ranting so loudly that the person across from her can hear his voice. But your employee is calm and confident. She’s saying things like, “Umm…hmm,” “I see….” and “I realize this whole thing has been frustrating for you.”. She’s leaning in toward her computer and listening to the customer.
ShepHyken
MAY 14, 2019
Being Human in a Technology-Driven World. Why Connections Matter More Than Ever. Shep Hyken interviews Jill Nelson. They discuss her company, Ruby Receptionists , and how to use both technology and humanity to deliver an amazing customer experience. The Interview with Jill Nelson: The driving force behind good customer service should be human engagement and connection.
Contact Center Pipeline
MAY 15, 2019
If you’ve been lucky enough to be in the audience when an engaging speaker hits the stage, you know that his or her first words come with authority. Because of that, everyone else’s ears perk up a little bit, the notebooks and pens come out to scribble down the firehose of information being shared, and […].
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
Fonolo
MAY 16, 2019
Customer service is often not seen as the effective marketing tool that it is. It’s no surprise: on the surface, the two departments and their goals seem distinct from one another: Marketing is all about customer acquisition (or, attracting new customers), while customer service is all about customer retention. And yet, limiting customer service’s definition to that superficial definition ignores a big part of its potential.
Myra Golden Media
MAY 13, 2019
Anger Can’t Be Ignored. We’ve all chosen to not dignify a person’s absurd comment with a response, or perhaps you’ve stepped over a toddler sprawled on the floor in a tantrum, letting them scream. Dismissing fits of anger can be a healthy response in some situations – unless the infuriated person is your customer. Let me unpack this.
ShepHyken
MAY 12, 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. Bad Experiences Aren’t Always The Problem for Companies by Mary Drumond. (LinkedIn) When it comes to the strategic decisions that will help you thrive as a company, a positive experience is not the only factor that will make customers choose you, or stay with you.
Taylor Reach Group
MAY 14, 2019
by JD Fairweather. There was a time where video games were purchased, played and completed with no reason to interact with their creators. The enjoyment to be had was contained within a small window of experience and replay-ability reserved for the most dedicated of fans. Post-purchase interaction with the game developers or publisher was limited to a P.O.
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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
GetFeedback
MAY 13, 2019
The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company. 67% of customers are willing to pay more for better customer experience and the best way to improve is to listen to your customers.
Contact Center Pipeline
MAY 16, 2019
Coaching agents is arguably the most critical responsibility for frontline contact center management. Effective coaching is known to foster agent engagement, reinforce and expand critical skillsets, boost productivity and deliver higher performance for the individual, operation and company. It is also an important element for strengthening the all-important agent-supervisor relationship—a key to retaining top-performing talent […].
UJET
MAY 14, 2019
Interactive voice response ( IVR ) is a phone system that uses the phone keypad or voice recognition to direct customers through a company’s customer support system. Depending on the industry, customers might be calling about product support like a smart home device , subscription information or financial issues. IVR systems guide customers towards a specialized support agent or accessing a self-service solution.
Concentrix
MAY 13, 2019
Get key insights for designing your digital strategy with findings from our latest research. The post Uncovering Digital Trends: Customer Expectations in a Digital World appeared first on Concentrix.
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GetFeedback
MAY 13, 2019
The big event your team spent months planning for has finally come to a close, and it was a success. At least, you’re pretty sure it was. The only way to know for sure how well your event went is by sending out post-event surveys to attendees. Post-event surveys are a foolproof way to get direct, honest feedback about how you can improve your event for next time with valuable insights.
Totango
MAY 14, 2019
Customer success initiatives are critical in ensuring your product gives customers the positive outcomes they’re looking for. But how can you tell if your customer success team’s hard work is paying off? One way is to use key performance indicators (KPIs) to make an abstract concept, like customer success, quantifiable. There are many different KPIs, and each evaluates progress toward goal completion from a different angle.
Fonolo
MAY 13, 2019
Miele. Its brand promise is “Forever Better.” It’s a household name. And, as it turns out, it’s a new university. As Miele evangelists know, the company stands for two important things: Quality and customers. So, it is fitting that its customer service reflects this, too. The brand, its products, and its thoughtful engagement with customers and employees remain difficult to match in an increasingly competitive marketplace (both instore and online).
Nicereply
MAY 16, 2019
Expecting an AI model to handle specific unique requests and solve complex problems that your customers might experience is simply unrealistic. AI automation has penetrated corporate life in more ways than even the most optimistic proponents dared imagine. One of the areas where it has definitely secured a foothold is in customer service, to varied success.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Nexmo
MAY 16, 2019
This is the sixth tutorial on how to use Voice APIs with ASP.NET series. In the previous tutorial, we learnt how to forward a call via voice proxy with ASP.NET Core. In today’s tutorial, we will learn how to setup a conference call so multiple people can join the same call. Learning objectives. In this tutorial, we will: Create an ASP.NET Core app.
Totango
MAY 15, 2019
Culture is defined by actions. It is a tangible presence customers can see and feel in the way you engage them, respond to them, and present the product. Creating the right culture within your enterprise is, therefore, a matter of giving employees the right customer success tools and establishing best practices for using them. In today’s digitized, subscription-based environment, these best practices are based on finding out all you can about your customers and then using that data to create a c
Kristina Evey
MAY 14, 2019
Episode 51 Shownotes… On this episode, we are joined by Annette Franz. Annette Franz is the founder and CEO of … Read More Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX. The post Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX appeared first on Kristina Evey.
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