Contact Center Pipeline
AUGUST 20, 2019
It seems like every day we learn about a new brick-and-mortar retail giant that is closing stores across the country. Sam’s Club, Toys R Us, Sears and Macy’s are just a few retailers saying goodbye to physical locations. While some are moving to e-commerce, others are simply no longer competitive. The result is a workforce […].
Customer Service Life
AUGUST 22, 2019
Image by Free-Photos from Pixabay. This article was originally published on the FCR blog on July 2, 2019. Click here to read the original. Did you get a chance to read the article in the Wall Street Journal titled “The Dubious Management Fad Sweeping Corporate America?” To summarize, the author of the article listened to earnings calls for 50 S&P 500 companies in 2018 and found that NPS was mentioned 150 times.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Ansafone
AUGUST 21, 2019
Keeping your contact center up to date with the latest trends and smartest best practices plays a crucial role in business growth. The post Contact Center Trends that Drive Company Growth appeared first on Ansafone Contact Centers.
ShepHyken
AUGUST 20, 2019
Think Like Amazon. Innovation from the World’s Leading Customer-Obsessed Company. Shep Hyken interviews John Rossman. They discuss John’s new book, Think Like Amazon , and how to utilize the key factors that drive Amazon’s success. The Interview with John Rossman: Innovation and success come from developing and committing to systems. Be deliberate in how you approach your work and have a “playbook” you can pull from for any situation.
Advertisement
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.
CX Accelerator
AUGUST 19, 2019
If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
AUGUST 18, 2019
Having sensitive customer data be improperly monitored or used without consent with outside contractors is a compliance no. Better call recording with redaction could've avoid this risk.
ShepHyken
AUGUST 21, 2019
If you’ve ever seen one of my speaking presentations, you’ve most likely heard my story about my favorite cab driver. It is an example of excellent customer service. It’s universal—I don’t know of anyone that hasn’t been in a taxi. If for some reason they haven’t, I can’t imagine they don’t know what one is. In the story, I talk about the “amenities” the driver offered, which made me want to ride with him the next time I was in his city.
CX Accelerator
AUGUST 19, 2019
If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.
Myra Golden Media
AUGUST 19, 2019
Every week I set aside three uninterrupted hours to work on me. In this “Strategic Block,” a term coined in the book “12 Week Year,” I don’t allow emails, calls, or meetings, and no regular business tasks. I focus solely on personal or professional development. Pulling back from the hustle and grind to self-develop gives me energy and creativity to come back and own my week, and I promise you, this exercise will help you boss up, too.
Advertisement
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.
Contact Center Pipeline
AUGUST 22, 2019
We embarked on a fun little survey this spring to gather input on the future of the contact center. Our focus was on which technologies are expected to have the greatest impact and what that impact might be. Impact of Automation on Frontline Staff We started with a general look forward into the expected impact […].
ShepHyken
AUGUST 19, 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. Which is Your CX Priority: Satisfied Customers or Profit? by Mary Drumond. (LinkedIn) What should your ultimate goal be when designing your customers’ experiences?
CX Accelerator
AUGUST 19, 2019
If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.
Callminer
AUGUST 20, 2019
CallMiner’s annual speech analytics conference will feature expert speakers, workshops and the latest in artificial intelligence.
Advertisement
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.
Steve DiGioia
AUGUST 19, 2019
never ever say that to a customer I went to my local Petco store last week to buy a few more guppies for my fish tank. I got this tank for my kids a few years ago but they never bothered to look at the tank and I don’t think they’ve ever even fed the poor fish. But that’s another story. Anyway, since there wasn’t anyone in the fish department to help me, I went to the cashier to ask if he could please get someone to help me.
ShepHyken
AUGUST 23, 2019
This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . Your potential customers want to buy quickly and comfortably through an integrated experience. They sign in from different devices and communicate through all available means. They are real-time users looking for a rewarding shopping experience, and they expect the best service.
Contact Center Pipeline
AUGUST 21, 2019
It has been almost 15 years since Bain & Company delivered its jaw-dropping statistic on the customer experience delivery gap. The firm’s research showed that while 80% of companies surveyed believed that they provided a superior experience to their customers, a mere 8% of customers held that same view. The study’s authors pointed to two […].
Callminer
AUGUST 19, 2019
Another day, another enterprise giant being forced to admit that sensitive customer data may have been improperly monitored or used without consent. In this latest instance, it was a case of outside contractors listening to user recordings without their knowledge. Yet, this is far from a standalone event when it comes to the privacy of sensitive customer data captured through voice channels or text.
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!
Return Customer
AUGUST 21, 2019
The first step to providing strong customer service is taken by ensuring that all employees within your company have an extensive knowledge of the inner and outer workings of your product or service. If the customer suspects that the person they’re talking too isn’t well-informed on their issue, they’ll quickly begin to lose trust in your company, which is something you want to avoid at all costs.
Concentrix
AUGUST 23, 2019
Accolades presented in four categories Fremont, CA – Winners of the 2019 Brandon Hall Group HCM Excellence in Awards for Learning and Development, Talent Management, Leadership Development, Talent Acquisition, Workforce Management and HR, Sales Performance and Corporate Initiatives were announced during an online webinar on Aug. 22, 2019. Concentrix won in four separate categories for demonstrating.
Fonolo
AUGUST 22, 2019
Following widespread industry deregulation, the energy and utilities sector has become increasingly competitive. With more and more choices available to customers, providing quality customer service is more critical than ever. Customer loyalty is no longer guaranteed, with negative experiences driving ratepayers to the competition: 43% of utility customers who have a negative experience are still members after a year, compared to 74% of those who’ve had a positive experience.
Mindtouch
AUGUST 21, 2019
Knowledge is quickly becoming a company’s most important asset. Beyond supporting internal audiences, such as support agents and new hires, knowledge is often the medium through which companies attract, educate, onboard, support, and keep their customers. And today’s customers don’t simply want easy access to relevant information—they demand it. This puts knowledge management square in the spotlight.
Advertisement
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.
TeleDirect
AUGUST 23, 2019
It wasn’t too long ago that companies set the rules regarding when and where they did business. If customers wanted to buy a product or service, they had to get to the place of business during open hours or go without. Even if they ordered by phone, they still had to call during the company’s prescribed hours of operation, which were usually set up for the convenience of the business rather than the customer.
Totango
AUGUST 22, 2019
When you meet a customer’s expectations, you make them happy. That’s the basic concept behind customer satisfaction. Sometimes, however, the potential value of your product or service outstrips customer expectations. Though the customer may be content, you can find ways to exceed expectations, thereby providing a service that truly provides the value a customer needs. .
Fonolo
AUGUST 21, 2019
It’s been known for months that industry behemoth Avaya was interested in finding a buyer. Private equity suitors include Apollo, Pemira, and Searchlight (according to this Bloomberg report). There is also interest from Mitel, first reported in April and then reported again – more definitively – this week. (We wrote about an Avaya-Mitel tie-up here: Ghost of Nortel Returns Comes Home.).
Nextiva
AUGUST 22, 2019
A customer service strategy is a thorough plan to handle customer interactions. It lets you provide a consistent customer experience throughout the customer journey. Improved customer experience results in a more loyal customer base. Loyal customers buy more often, spend more, and refer their friends and family to you. They leave positive customer reviews.
Advertisement
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.
Nexmo
AUGUST 23, 2019
In this tutorial, you will learn how to initiate a conference call to connect multiple people who phone into a number. The example code is on GitHub. Previously, we’ve shown you how to Receive a Phone Call and Forward a Phone Call so if you’re not already familiar with those concepts, read those posts first. Prerequisites. To work through this tutorial, you will need a Nexmo account.
Satrix Solutions
AUGUST 20, 2019
The only thing more important than keeping your finger on the pulse of customer and employee sentiment is maintaining a thorough understanding of the competitive landscape. Your customers may be pleased, and your employees may be engaged – but if a competitor generates enough buzz , both may be at risk for defection. Therefore, it’s vital to find ways to establish a continuous stream of feedback about your competitors so you can maintain the visibility necessary to protect your business from pot
Customer Experience Matters
AUGUST 21, 2019
Almost 200 CEO's redefine the purpose of a corporation. My take: It's all about adding value to people's lives. The post The Purpose Of A Corporation, Redefined appeared first on Experience Matters.
Expert insights. Personalized for you.
140 
Let's personalize your content