inmoment

MARCH 12, 2020

We’re getting lots of emails these days from airlines, restaurants, schools, and grocery stores—and they’re not survey invitations! Rather, these messages are about what these organizations are doing to prevent the spread of the coronavirus (and how they can attempt to put their customers at ease during this pandemic). As CX professionals, we help our clients leverage our technology to garner insights they can use to drive business outcomes.

Customer Experience 93

Customer Experience Airlines Analytics Call Center 93

Contact Center Pipeline

MARCH 12, 2020

Providing a good customer service experience is more important than ever. One bad experience over the phone can lead to bad reviews, criticism on social media, and—the worst scenario—loss of business. Research from Accenture found that 68% of customers have switched providers because of bad customer service, which means that people are looking at their […].

Contact Center 182

Contact Center Customer Service Analytics Call Center 182

Transparent BPO

MARCH 11, 2020

“If you can’t measure it, you can’t improve it.” That adage, coined by Peter Drucker, a man regarded as the inventor of modern business management, testifies to the fact that measuring performance is vital to the success of any business or industry — including the contact center industry. And one of the best ways to measure improvement in the contact center, according to Jeff Rumburg, co-founder and managing partner at MetricNet , a contact center benchmarking and consult

Benchmark 71

Benchmark Contact Center outsourcing Schedule adherence 71

Guru

MARCH 12, 2020

You slam the snooze button. “I’ve got another fifteen minutes,” you tell yourself. You’re working from home today. No sweaty subway ride. No bumper to bumper traffic. And, as an added bonus, you can even stay in your Frozen pajama pants (side note: this author’s cover is now blown). Ah, remote work. Remote work has earned a media spotlight for all the wrong reasons recently amid panic relating to COVID-19 (coronavirus).

Management 78

Management 78

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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

Beyond Philosophy

MARCH 10, 2020

Have you ever made a snap judgment about another person only to discover you were wrong? I have. Psychologists call this a Fundamental Attribution Error (FAE), and it can wreak havoc on your customer-driven growth. . We explored FAEs in our latest podcast and the effect they can have on your Customer Experience outcome. We also discussed why recognizing them is essential to your bottom line and some steps you can take to prevent them. .

Consulting 448

Consulting Consulting Call Center Personalization 448

NICE inContact

MARCH 13, 2020

Even for the most obvious investments that drive improvements to your business; the process of building consensus, addressing cultural change and locking down an airtight business case can be troublesome even for the most seasoned business leader.

Contact Center 62

Contact Center Best practices Cloud contact Call Center 62

ShepHyken

MARCH 11, 2020

Every company wants to have good employees. More importantly, they also want the right employees. There’s a difference. The smartest person in the world may not end up being a good cultural fit for a company. Every company has a personality, and the people they hire must possess the right skills, character and behaviors to fit in. This differs from company to company, so what works for one may not work for another.

Personalization 346

Personalization Customer Service 346

TeleDirect

MARCH 11, 2020

Does your call center rely on improvisation? Could your contact platform use a communication protocol that’s more in line with your products, services, and overall brand message? Custom call scripts can help. Most contact centers, including TeleDirect’s outsourced call services , use some sort of base script content to develop an overall communication theme, or at the very least provide a basic structure to build out custom messaging across your departments (sales, service, etc.).

Scripts 106

Scripts outsourcing Business Process Outsourcing Call Center 106

Monet Software

MARCH 12, 2020

5 Basics Every Call Center Must Get Right. Employee engagement is a powerful force. An engaged workforce is associated with better customer retention, lower turnover, greater productivity and among publicly traded companies, even higher stock price. Enticed by these benefits, some contact center leaders dive into employee engagement strategy with motivational speeches and recognition programs to fire up the team—only to find the initiatives don’t move the needle.

Employee engagement 77

Employee engagement Contact Center Call Center Morale 77

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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

Beyond Philosophy

MARCH 7, 2020

We all misjudge other people’s motivations at times. The academic term for it is a Fundamental Attribution Error (FAE). An FAE describes how we misinterpret our limitations and the motivations of others and how we mistakenly attribute successes and failures for ourselves and others. This episode of The Intuitive Customer explores FAEs’ effects on customer-driven growth.

Consulting 293

Consulting Consulting Customer Experience Management 293

Steve DiGioia

MARCH 9, 2020

Reevaluation. It’s a tried and true method to improve your customer service. But how many use this often enough to benefit from its findings? Good question. Sure, each business is different and with specific challenges to be addressed, so the important thing is that you start finding tactics that can make a difference in your business and put them to use right away.

Advertising 310

Advertising Sales Feedback Consulting 310

Contact Center Pipeline

MARCH 11, 2020

As the next decade is upon us, we should all take a minute to understand the big trends that are going to impact our contact centers. Do you have anxiety about the bots? More broadly, are you thinking about how technology will impact how business is conducted in the contact center? Don’t worry about the […].

Contact Center 294

Contact Center Technology Call Center 294

ShepHyken

MARCH 13, 2020

This week we feature an article by Dwayne Charrington , a technical writer currently associated with ProProfs Help Desk. He shares the benefits of incorporating a help desk ticketing system into your business. “Experience-led businesses have 1.7x higher customer retention, 1.9x return on spend, and 1.6x higher customer satisfaction rates” – Forrester.

Customer Support 352

Customer Support Customer retention Customer Experience Management 352

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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

Callminer

MARCH 12, 2020

Accommodating regulatory guidelines and remaining compliant with strict mandates can be tough for any call center organization to do. As communication technologies continue to evolve, so too do the various threats that target them. Call centers are at the bullseye in terms of their strategic attractiveness for malicious actors. Such organizations regularly intercept and process important, sensitive data pertaining to customers and clients across a large variety of industries.

Call Center 182

Call Center Analytics Best practices Government 182

CX Accelerator

MARCH 9, 2020

Author: Erica Marois Have you ever found yourself in a situation where you didn’t feel like you belonged? Perhaps you’ve felt this way in a work setting. Maybe you’ve been sitting at a boardroom table feeling unprepared, overwhelmed, and out of your league. Or perhaps you’ve just started a new job, and you’re second-guessing that you can do the work.

Advertising 182

Advertising Contact Center Management Customer Experience 182

Contact Center Pipeline

MARCH 10, 2020

We have all used your products for many years. I am thrilled to have the opportunity to sit down and discuss the organization behind these solutions. You have enabled our abilities to work remotely and securely. (I even shredded my cheatsheet of passwords for your product! And, that is saying a lot!) My conversation with […].

Chatbots 182

Chatbots Customer Support Contact Center Call Center 182

ShepHyken

MARCH 10, 2020

The Secret to Getting Customer Reviews. The Strategy Behind Getting and Utilizing Customer Feedback. Shep Hyken interviews Rupesh Patel. They discuss the importance of customer feedback and strategies for getting positive reviews. Top Takeaways: Even if you think customer reviews don’t apply to your business, they are still important. Regardless of your industry, customers are reading reviews online or on some industry forums before they decide to do business with you.

Feedback 236

Feedback Surveys Personalization Customer Service 236

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

Callminer

MARCH 8, 2020

This article describes how contact center scheduling can be simplified with software and what you can do get the best solution for your organization.

Best practices 182

Best practices Call Center Contact Center 182

CX Accelerator

MARCH 9, 2020

Author: Erica Marois Have you ever found yourself in a situation where you didn’t feel like you belonged? Perhaps you’ve felt this way in a work setting. Maybe you’ve been sitting at a boardroom table feeling unprepared, overwhelmed, and out of your league. Or perhaps you’ve just started a new job, and you’re second-guessing that you can do the work.

Advertising 182

Advertising Contact Center Management Customer Experience 182

ProProfs Blog

MARCH 13, 2020

Did you know that 64% of modern consumers care less about the price if they are getting the best customer experience? As a result, companies are adopting a customer-centric approach to find out what customers like and what they don’t. This has made modern buyers highly demanding. . Buyers today expect to have multiple touchpoints with the retailer.

Multichannel 165

Multichannel Customer centricity Enterprise Sales 165

ShepHyken

MARCH 9, 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. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. (SmarterCX) The chatbot age is here.

Customer Service 326

Customer Service Chatbots Customer Experience Personalization 326

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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

MARCH 11, 2020

Read this article to learn more about a few relevant regulations call centers must abide by to ensure the information they process remains secure.

Call Center 182

Call Center 182

TechSee

MARCH 9, 2020

To mitigate the impact of crises such as natural disasters, epidemics and terror attacks, leading companies are adopting innovative remote assistance methods to address the safety concerns of their employees and customers. Organizations will often ask staff to work from home in order to minimize physical contact and because transportation is limited.

Transportation 136

Transportation Contact Center Consulting Consulting 136

GetFeedback

MARCH 10, 2020

The relationship between digital experience and CX explained. We break down the role DX plays in CX and why it matters for brands who want to grow in the experience economy.

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ShepHyken

MARCH 13, 2020

This week we feature an article by Dwayne Charrington , a technical writer currently associated with ProProfs Help Desk. He shares the benefits of incorporating a help desk ticketing system into your business. “Experience-led businesses have 1.7x higher customer retention, 1.9x return on spend, and 1.6x higher customer satisfaction rates” – Forrester.

Customer Support 257

Customer Support Customer retention Customer Experience Management 257

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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

Fonolo

MARCH 12, 2020

Modern consumers want to be able to solve issues and get information immediately but keeping up with this demand can be an impossible task for live agents alone. Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. Self-service lets users resolve problems without waiting for your response and lightens the load on your customer support team.

Self service 118

Self service Best practices Customer Support Chatbots 118

Concentrix

MARCH 9, 2020

CUSTOMER magazine award recognizes innovative customer experience technology solutions TMC announced today the winners of the 2020 CUSTOMER Products of the Year Award, presented by CUSTOMER magazine. The award highlights products which enable clients to meet and exceed the expectations of their customers. “Every year I am so impressed by each winning company’s dedication to quality in.

Technology 121

Technology Customer Experience 121

Teresa Allen

MARCH 9, 2020

As a customer service speaker, I am a frequent traveler on multiple airlines. Over the past week, I have received communication from several airlines re changes in policies amid the Coronavirus spread. As a customer, I felt some were far better than others and thought it would be interesting to evaluate a few if them from a customer communication / customer service perspective.

Airlines 106

Airlines Customer Service Personalization 106