CSM Magazine

FEBRUARY 13, 2020

Is your customer service in need of an overhaul? Luckily, there’s no need to spend a fortune revamping your entire customer service operation. Here are ten quick and easy ways to take your customer service to the next level. 1. Give a warm welcome. The art of welcoming guests is sadly an art that is in danger of extinction. The good news is it isn’t difficult to reclaim that art and help your company culture stand apart from the competition.

Customer Service 80

Customer Service Feedback Surveys Personalization 80

Callminer

FEBRUARY 12, 2020

Great customer service agents form the backbone of every successful call center operation. However, enthusiasm, commitment and top-notch performance on the job are not cultivated in a vacuum. Behind every great employee is an equally impressive training initiative that helps agents define goals, work strategically, and generally get more done. Implementing a superb training protocol within your company can prove invaluable to its long-term growth and economic stability, while also encouraging em

Best practices 182

Best practices Call Center Construction Feedback 182

Contact Center Pipeline

FEBRUARY 12, 2020

I was talking to Jay Minucci, a long-time industry veteran, consultant to the industry, and contributor on these pages. He was telling me about the trend he’s seeing with his large clients—that consolidation is preferred because it’s becoming too hard to manage too many contact center vendors. Consolidation makes sense as a business priority—buyers are […].

Contact Center 200

Contact Center Consulting Consulting Management 200

NICE inContact

FEBRUARY 11, 2020

As call center agents move to fully functioning omnichannel contact center agents, the question of agent training comes into focus—particularly training contact center agents to multitask. Can it be done? What is an agent’s capacity to multitask?

Contact Center 62

Contact Center Call Center Best practices 62

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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

Advantage Communications

FEBRUARY 14, 2020

Customer service is now what distinguishes your brand, but that means simply answering your customers questions when asked is no longer enough. Your brand needs to go above and beyond, creating a proactive approach that delights your customers and significantly improves the customer experience (CX). 2020 simply must be the year in which your company transforms its approach to customer service.

Customer Service 64

Customer Service Customer Experience 64

Teresa Allen

FEBRUARY 11, 2020

What are the factors that make a front-line employee as likeable and does this impact your business success? Here are just a few common sense factors that I have seen in my 25 years of observing and training customer service team members: ​ Smiling and Friendly Attentive Knowledgeable about Products & Services Sincerely Willing to Help Thankful Let's look at each of these and see where we need to enhance our efforts. ​​ Smiling and Friendly ​ ​If there was ever

Customer Service 86

Customer Service Scripts Personalization Chatbots 86

Toister Performance Solutions

FEBRUARY 13, 2020

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. There's some confusion between customer service and experience. I know I've contributed to it. For years, I've talked about having a customer service vision—a shared definition of outstanding service that gets everyone on the same page—as the cornerstone of a customer-focused culture.

Customer Experience 89

Customer Experience Finance Advertising Entertainment 89

Tethr

FEBRUARY 13, 2020

You take a chance on an employee, invest money to bring them up to speed, give them hours of your time and watch them transform into a skilled worker. After a few months, the employee in question cleans out their desk and heads toward a new opportunity. Sound familiar? If so, you probably either have experience managing call center agents or you are one.

Call Center 80

Call Center Coaching call center software Benchmark 80

NobelBiz

FEBRUARY 14, 2020

STIR SHAKEN is a series of protocols and procedures that help carriers validate the authenticity and legitimacy of a call. We've talked with our team and compiled an article addressing the most common and valid concerns our customers have about SHAKEN STIR. The post What Is STIR SHAKEN and Should You Be Worried? | The Stupid-Simple Guide appeared first on NobelBiz®.

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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

Nicereply

FEBRUARY 14, 2020

If we don’t provide our customer reference points by setting customer expectations, customers will search out their own reference points. Ever wish you could get inside the head of your customer? Turns out, you can. Benchmarking, or setting customer expectations, is a well known psychological tool that helps customers evaluate the quality of your customer service.

Accountability 84

Accountability Chatbots Benchmark Customer Support 84

Totango

FEBRUARY 11, 2020

Adoption is a stage in a journey, not a point in time. It is the process of continuing to derive ever-more value from your products and services. This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. What is Adoption? Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies.

Enterprise 119

Enterprise Metrics Education Best practices 119

ChurnZero

FEBRUARY 14, 2020

6 Ways to Spread the Customer Love. Did you know the iconic Sweethearts candies started out as lozenges? This may not sound like a far stretch for a candy that’s notoriously likened to Tums. (Nothing says “Kiss Me” like the taste of a chewable antacid, am I right?) Undergoing a bankruptcy-induced hiatus last Valentine’s Day (which strikingly, and rather strangely, garnered public outrage and media coverage), the conversational hearts turned controversial after arriving back in stores this year n

Journey mapping 64

Journey mapping B2B SaaS Metrics 64

Monet Software

FEBRUARY 13, 2020

With a WFM solution, responsive scheduling and service-level achievement can combine with ease. Many contact center leaders will often feel like Dr. Jeckyl and Mr. Hyde. Inhabiting one persona, managers strive to make employees happy, adapting to their needs and requests. But then operations feel out of control or metrics drop. In comes another persona, the one focused on Just Getting Things Done, Already !

Schedule adherence 77

Schedule adherence Contact Center Employee engagement Morale 77

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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

Guru

FEBRUARY 12, 2020

We all know that onboarding is important. It sets the tone for new hires and can make or break their experience at a company. It’s not surprising that during this ramp period employees are at the highest risk for turnover. Per Glassdoor , organizations with a strong onboarding process improve new hire retention by 82% and overall productivity by over 70%.

Management 62

Management 62

inmoment

FEBRUARY 11, 2020

With over 15 years of experience in the customer experience (CX) space, I have seen multiple companies employ training efforts to get their employees involved in new CX programs and initiatives. I have witnessed this process from the perspective of an Account Manager, Implementations Manager, a member of the Product Team, a Business Operations Manager, and now as the Director of Learning Services.

Accountability 52

Accountability Customer centricity Employee engagement Management 52

Ameyo

FEBRUARY 11, 2020

There has been a common concern among the customer experience and service professionals about voice channel fading away for the contact centers. But in reality, this cannot be farther from the truth. The voice channel is still very much relevant as people still like to have an interaction with humans. Having said that, we also … IVR to Voicebot: The Obvious Shift?

Interactive Voice Response 96

Interactive Voice Response Contact Center Customer Experience Call Center 96

CSM Magazine

FEBRUARY 14, 2020

Martin Ellingham, product director, Aptean Respond , looks at what makes a successful customer strategy in 2020, and defines the five most important building blocks necessary to deliver on it. With numerous studies showing that 2020 will see customer experience overtake price and product as the key brand differentiator for companies, it’s no wonder we’re seeing increased impetus and investment in this area.

Brand ambassadors 59

Brand ambassadors Complaint resolution Customer centricity Best practices 59

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

ChaseData

FEBRUARY 14, 2020

Data is bigger than it has ever been. In your contact center, that data can include all manner of sensitive and critically important consumer information - as well as a lot of useless data that you cannot use. Sorting the two apart and making use of what you need while also protecting consumer privacy is a delicate balancing act that can easily overwhelm centers that are not prepared for the task.

Call Center 52

Call Center Management Contact Center Technology 52

Beyond Philosophy

FEBRUARY 14, 2020

Social media has changed many things about our lives. Not only can we have a blow by blow account of what our friends and family are up to, but we can also see what they had for dinner. We can even see what friends of our friends had for dinner. One of the other ways social media changed our lives is in how we interact with brands. Platforms like Facebook, Instagram, and Twitter gave us direct access to brands in a way we hadn’t had before.

Technology 488

Technology Consulting Consulting Accountability 488

ShepHyken

FEBRUARY 12, 2020

What if the worst thing a customer ever said about you was, “I love you!”? Even on a bad day, you’re still so good that they love you! Are you that good? Do customers love you even when there’s a problem or complaint? Here are six ways to make customers love you no matter what! Become customer-focused. This means that in addition to creating an amazing customer experience, every decision keeps the customer in mind.

B2B 373

B2B Sales Management Customer Service 373

Contact Center Pipeline

FEBRUARY 13, 2020

Cybercriminals exposed 2.8 billion consumer data records in 2018. Breaches have given fraudsters an immense amount of data to work with. Criminals are taking data such as drivers’ license numbers and account numbers, and filling in the gaps with information from social media and other sources. With this data in hand, it has become easier […].

Contact Center 213

Contact Center Customer Experience Accountability Engineering 213

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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.

Callminer

FEBRUARY 10, 2020

The floor of any call center is the organization’s mission-critical space intended entirely to serve the very purpose for which the center exists – handling calls. As such, your call center’s main floor, where agents take on customer concerns daily, ought to be bound by a thoughtful and helpful set of rules. Rules ensure everyone can do their job uninterrupted, allowing customers on the lines to benefit from fast, efficient service.

Call Center 182

Call Center Coaching Morale Analytics 182

Lumoa

FEBRUARY 13, 2020

Within customer experience management there are many manual and repetitive activities that have the potential to be automated. We'll explain why you should automate activities within customer experience management, and we share real-life cases of customer experience automation.

Customer Experience 167

Customer Experience Management 167

ShepHyken

FEBRUARY 11, 2020

Unconscious Bias in Customer Service. Avoiding Assumptions So You Don’t Accidentally Offend Your Customers. Shep Hyken interviews Bernadette Smith. They discuss how inclusion and diversity training can create a better customer experience. Top Takeaways: Unconscious bias affects the way we think about others without being fully aware of it. It causes people to make assumptions about others that may or may not be true.

Customer Service 310

Customer Service Customer Experience 310

Contact Center Pipeline

FEBRUARY 11, 2020

Having your scripting online is one of the most important things you can do to ensure the success of your sales and/or customer service agents. Here is why: You can prompt them to ask the right questions on every call. They can capture all the required data fields online in the right format with data […].

Scripts 173

Scripts Call Center Sales Customer Service 173

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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.

Customer Experience

Callminer

FEBRUARY 11, 2020

Here are 5 best practices to ensure that your program is effective in training your agents to positively influence consumer perceptions of your brand.

Best practices 182

Best practices Call Center 182

ProProfs Blog

FEBRUARY 13, 2020

“What can help me get committed and loyal customers?”. A question that every business is seeking an answer to. But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, . Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty.

Customer retention 164

Customer retention Sales B2B Marketing 164

ShepHyken

FEBRUARY 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 the Digital Era Is Redefining Customer Experience by John Finch. (No Jitter) As customers become more reliant on non-voice methods of communication, CCaaS serves as a necessary aggregation platform.

Customer Service 275

Customer Service B2B Customer retention B2C 275