NICE inContact

DECEMBER 2, 2019

Optimization is one of those buzzy words that gets thrown around a lot in the contact center industry. According to the all-knowing Merriam-Webster, optimization is the “act, process, or methodology of making something as fully perfect, functional, or effective as possible.” So to state the obvious – workforce optimization from a software perspective are those solutions that directly improve and upscale the productivity, efficiency and quality output of your agents.

Contact Center 62

Contact Center Best practices Call Center Management 62

TechSee

DECEMBER 3, 2019

Agent: Hello, thank you for calling Longbow Telecom. How may I help you today? Customer: I think I need to reset my router but I can’t work out how. Agent: One moment please, while I access that information. Agent: Thank you for holding. I’m pulling it up for you right now. Agent: Thanks for your patience. I’m just locating the right section. Agent: Apologies for the delay, please continue to hold while I escalate this query to Tier 2 support.

Contact Center 136

Contact Center outsourcing Customer Service call center solutions 136

Contact Center Pipeline

DECEMBER 5, 2019

The expression “take a bow” is defined by the Merriam-Webster Dictionary as “to bow toward an audience that is applauding. It is often used figuratively to say that someone deserves to be praised.” Much as I would like to propose an actual round of applause on the contact center floor, I’m not sure that would […].

Contact Center 191

Contact Center Morale Employee engagement Call Center 191

Myra Golden Media

DECEMBER 3, 2019

I picked up my iPhone and saw a text from a five-digit number. My heart gazelled – I just knew it was the airline telling me my flight was delayed, or worse, canceled. But it wasn’t. A delay that is. It was my airline saying, “We’ll see you soon! Your flight to Denver departs at 11:35am from Gate B6.” This message was like a ‘good morning text’ from a lover, and so unlike the texts I usually get from airlines (gate changes, delays).

Airlines 177

Airlines Customer Experience 177

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.

Contact Center

Working Solutions

DECEMBER 5, 2019

Is your business offering the best customer experience (CX) it possibly can? And if it isn’t—are you prepared to face the consequences? The fact is, no matter how effective your operational strategy is, no matter how effectively your sales and marketing efforts bring new customers on board, if you’re not working to provide the best […].

Contact Center 40

Contact Center Analytics Customer Experience Sales 40

Callminer

DECEMBER 5, 2019

Microsoft’s Richard Peers predicted that by 2020, 85% of all customer service interactions would be handled without the need for a human agent. Although his prediction was not completely accurate, there has been a significant move in that direction. This means that contact centres need to be integrating new technologies into their organisations in order to stay ahead of their competition.

Analytics 207

Analytics Accountability Technology Sales 207

Ansafone

DECEMBER 3, 2019

The 21st century has certainly seen waves of improvements and new technology in the business world. Some of these changes involve chat bots. Instead of speaking directly with a human being, customers and interested parties can speak with a chat bot. This way they can gain information or to resolve their inquiries. Businesses have many … How Chat bots Change Staffing Practices Read More » The post How Chat bots Change Staffing Practices appeared first on Ansafone Contact Centers.

Contact Center 62

Contact Center Technology Answering services Chatbots 62

ChaseData

DECEMBER 6, 2019

When it comes to call center customer satisfaction, there are many ways to improve your company’s approach. However, there are perhaps just as many - or perhaps even more - ways to sabotage your own success. Here, we’ll show you some of the things your contact center might be doing to let your customers down - and how you can fix them.

Call Center 52

Call Center Contact Center 52

VirtualPBX

DECEMBER 5, 2019

Today’s guest post was written by IntelliTicks — developer of an AI-powered chatbot for sales teams. As you observe the rise of apps like Uber, Netflix, Amazon, and Airbnb, you will realize that people love the convenience these brands provide in the form of swift resolution of their queries and problems through chatbot customer service.

Chatbots 93

Chatbots Customer Service voip Personalization 93

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.

Analytics

Nicereply

DECEMBER 3, 2019

It may feel like you’re drinking from a fire hose of metrics or drowning in talk about soft skills. Remember, this is only temporary. Thirty days from now you’ll have this stuff mastered. In late 2008 Malcom Gladwell published his book Outliers: The Story of Success. Within it, he popularized a concept that has come to be known as the “10,000 hour rule”.

Customer Service 74

Customer Service Metrics Customer Support Construction 74

ShepHyken

DECEMBER 6, 2019

This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand. Unfamiliar with the concept of waiting, customers want their problems solved now with minimum effort from their side. They don’t want to be put on hold, transferred to another support agent or requested to explain their issue over and over again.

Customer Support 177

Customer Support Personalization SaaS Analytics 177

Customers That Stick

DECEMBER 3, 2019

It is an amazing time to be a customer experience expert and a fascinating time to look back at the immense changes to both the idea and practice of customer experience that the last decade has brought. Personally, as a third generation entrepreneur, this was the decade where I made my transition to taking the principles I’d learned through my years of entrepreneurship and codifying them into ideas and theories to teach others how to improve the customer experience and customer service in their

Customer Experience 103

Customer Experience Personalization Customer Service 103

CSM Magazine

DECEMBER 5, 2019

Technology remains the best tool for managing customer relations. However, Customer Relationship Management systems do not always meet the expectations of staff, clients, and the entire business. CRMs enable businesses and organizations to serve customers better. They also assist in decision making since the systems generate crucial data about these customers.

CRM 52

CRM Employee engagement Consulting Consulting 52

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.

Contact Center

GetFeedback

DECEMBER 2, 2019

What if the return on your investment is even beyond what you were hoping? Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. And understanding, leveraging and acting on CSAT scores can absolutely help you get there. First things first. It costs five times more to sell to a new customer than to sell to a happy one.

Benchmark 78

Benchmark Journey mapping Metrics Customer centricity 78

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. I wondered how I did that. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Totango

DECEMBER 3, 2019

Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. They monitor the customer experience and their achievement of value. Equipped with insight into customer activity and an understanding of how to prevent churn, they search for ways to grow customer lifetime value.

Best practices 72

Best practices Management Customer advocacy Enterprise 72

The Center for Client Retention

DECEMBER 3, 2019

Our customers’ expectations are growing exponentially. Although technology helps companies facilitate CX strategy, without the human touch our customers and our employees are vulnerable to poaching. Keeping abreast of the following nine trends being monitored by The Center For Client Retention (TCFCR) will help your business thrive in 2020 and beyond.

Customer Experience 62

Customer Experience Surveys Healthcare Analytics 62

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

TeamSupport

DECEMBER 6, 2019

As we look forward into the next decade, let's first reflect back to the previous one and the impact it had on customer support. The 2010's was a decade driven by the emergence and evolution of mobile technology, making it easier to communicate than ever before. It also launched "big data" into the mainstream, and support teams had more information about their customers than ever before.

B2B 80

B2B Customer Support Self service Big data 80

Lumoa

DECEMBER 3, 2019

The customer journey map is a visual representation of the customer journey. Customer journey mapping is a way to overview the customer journey that helps you to manage the customer experience.

Journey mapping 112

Journey mapping Customer Experience Management 112

ShepHyken

DECEMBER 4, 2019

The other day I went out to breakfast with some friends. There were eight of us, so we needed two tables pushed together. The restaurant was crowded. The hostess pointed to a table and said when that party got up, we could have their table and the table next to them, which was empty. It looked like they were almost finished with their breakfast, but we had no idea how long that might be.

Customer Service 293

Customer Service 293

Beyond Philosophy

DECEMBER 6, 2019

Psychology has a lot of influence on customer behavior. When it comes to making decisions, we like to find ways to make them more manageable. Anchoring and Adjustment is a mental short cut or heuristic. We use to help evaluate numbers. Anchoring and Adjustment help us generate numbers. It works like this: First, there is a base number established either by the individual or an outside influence.

Consulting 273

Consulting Consulting Customer Experience Marketing 273

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.

Callminer

DECEMBER 1, 2019

This article identifies 25 questions you should be asking your employees in your surveys for better results and insight into the minds of your team members.

Surveys 182

Surveys 182

Contact Center Pipeline

DECEMBER 4, 2019

When the topic of automation comes up, people often ask about the impact on agent engagement. Engagement is becoming increasingly important as it relates to employee churn, satisfaction and, ultimately, the customer experience. No matter how far along customers may be in their agent engagement journey, they all inquire if automation will have a negative […].

Coaching 147

Coaching Customer Experience Contact Center Call Center 147

ShepHyken

DECEMBER 3, 2019

Elevate the Employee (and Customer) Experience. Making a Lasting Impact on the People That Power Your Business. Shep Hyken interviews Robert Glazer. They discuss his practice of employee “wish-granting,” common service mistakes businesses make and his book, Elevate: Push Beyond Your Limits and Unlock Success in Yourself and Others. Top Takeaways: Find ways to do something meaningful for your employees around the holidays—or any time of year.

Feedback 263

Feedback Customer Experience Customer Service 263

ProProfs Blog

DECEMBER 6, 2019

Customer service and customer support may seem like semantics; even Google does not make a difference in them. And you have probably come across tons of instances online where these terms are often used interchangeably. So, you think that they basically mean the same thing, right? What if we told you that you are not right! Each of these terms is customer-facing disciplines, but they cannot be used in place of the other.

Customer Support 146

Customer Support Customer Service Customer centricity Chatbots 146

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.

Customer Experience

Callminer

DECEMBER 3, 2019

Working in a call center can be fast-paced and stressful. Here are 7 essential call center skills the most successful call center agents should possess.

Call Center 182

Call Center 182

Contact Center Pipeline

DECEMBER 3, 2019

TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think about what was and what will be. The end of one year and the start of another seems to naturally inspire this. Contact Center Pipeline had a very good 2019. I […].

Contact Center 130

Contact Center Call Center 130

Fonolo

DECEMBER 5, 2019

As we head into 2020, data is becoming more crucial for successfully running a call center than ever. In the past, the efficiency of a call center hinged on management’s ability to identify flaws in their processes and opportunities to improve the running of the center. In the coming year, we expect to see AI take on more of these responsibilities in the contact center: Handling routine tasks, routing inquiries to the best place, and suggesting areas for improvement.

Call Center 125

Call Center Metrics First call resolution Contact Center 125