Contact Center Pipeline
OCTOBER 17, 2019
On his third solo album, The End of the Innocence, former Eagles drummer and singer Don Henley recorded a song called “The Heart of the Matter.” Originally written by Mike Campbell, who was a guitar player and principal songwriter in Tom Petty’s Heartbreakers band, Henley first heard the song during a visit to Campbell’s home […].
Toister Performance Solutions
OCTOBER 15, 2019
We've all experienced a self-service fail. Perhaps you've found yourself yelling "Human! Human! Human!" into a phone. Maybe you've sat at a parking garage exit trying to get the machine to read your ticket while an impatient line of drivers behind you honk to signal their displeasure. Surely you've spent an eternity exploring a website to find the answer to the simplest of questions.
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Monet Software
OCTOBER 17, 2019
If you are ready to improve the customer experience and efficiency of the operations in your contact center, the smartest place to begin making improvements is with those who are performing the work– your call center agents. With proper training, easy access to relevant resources, and a full picture of the customer’s history, your agents will be empowered to provide your customers with a positive experience.
A Better Answer
OCTOBER 16, 2019
Answering services are still a favorable way to do business today, especially in the B2B world. First impressions are everything so leaving the first point of contact many of your clients will have with your business to an already overloaded employee may not be a risk you want to take.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Topdown
OCTOBER 14, 2019
Customer communications management (CCM) has been—and continues to be—heavily influenced by technology at a pace that shows no signs of slowing down any time soon. While technology has made many aspects of CCM easier, tech has made CCM harder at times, too.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ClientSuccess
OCTOBER 14, 2019
Imagine you took a poll at your company across all departments and proposed the question, “Which is more important: customer success or customer satisfaction?” You’re likely thinking that customer success and customer satisfaction are one in the same, or at least very closely related. And you’re not wrong. Focusing on customer success ultimately does lead to improved customer satisfaction.
GetFeedback
OCTOBER 14, 2019
The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey. From the first experience, customers have with your website, to the last time they pay you—it’s all encompassed under the large umbrella of experience. .
Noble Systems
OCTOBER 17, 2019
Knowing when, where and how your customers expect to interact with your brand is a requisite of providing a flawless omnichannel experience. Also essential is a holistic view of the customer across all channels of engagement and ensuring that they are all interconnected. That way, when a customer wants to switch channels, the journey experience will be seamless and consistent.
Beyond Philosophy
OCTOBER 18, 2019
We talk a lot about the difference between the two ways our brains think about things to make decisions, e.g., the Intuitive System and the Rational System. These two systems work together and tradeoff tasks between them. We talked about the two systems in a recent podcast and how they interact in your customers’ minds when they are deciding to buy your product or service.
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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.
TechSee
OCTOBER 15, 2019
Customer churn is a growing problem across many industries and managing it has become critically important to the maintaining profitability. With the global average value of a lost customer estimated to be $243 , focusing efforts on improving customer retention rates is critical to help companies control attrition, which is estimated to cause total losses of $1.6 trillion per year.
NICE inContact
OCTOBER 16, 2019
Contact centers of today are not just customer service centers. They are the epicenters of lasting customer experiences (CX) that help brands differentiate and compete better. It has never been more important to create highly personalized connections with your customers — and connect with them more frequently than ever. Failure to do so will likely push your best customers into the arms of your competitors.
Ansafone
OCTOBER 15, 2019
Customer service should always come first, but there are other things to consider when deciding which business to partner with for your call center center. Deciding which company to outsource customer service calls to is a major decision. Your customers are the lifeblood of your business and you want to be sure to partner with … 6 Keys to Choosing a Call Center Read More » The post 6 Keys to Choosing a Call Center appeared first on Ansafone Contact Centers.
Waterfield Technologies
OCTOBER 16, 2019
A primary issue when integrating multiple channels and services in your Contact Center is creating a seamless, cohesive solution. Utilizing the services of expert, advanced IT partners is strongly suggested […]. The post Optimizing Your Contact Center Performance appeared first on Waterfield Technologies.
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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.
Contact Center Pipeline
OCTOBER 15, 2019
Speech analytics has gone from a trendy, cool technology to an essential software that reveals insights into customer-agent interactions. Speech solutions provide the tools necessary to capture, organize and analyze unstructured information to make insights actionable. After nearly 15 years in this industry and managing more than 300 projects from a user perspective, I’ve witnessed […].
ShepHyken
OCTOBER 16, 2019
I’m all for getting customer feedback. There are different ways to go about it. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago. The gist of that article was about getting more customers to fill out those surveys. Two areas were covered: timing (when the survey was sent) and length (how long it takes customers to complete).
ChaseData
OCTOBER 18, 2019
These days, it seems like every company has a customer service hotline. Whether the product you purchased doesn’t perform up to standard or the service you paid for isn’t adequate, you can seemingly always contact the customer support line associated with the company you did business with and have your questions or concerns addressed. “Give them a call,” has become a standard conversational response whenever someone complains that something they paid for isn’t meeting their expectations.
ChurnZero
OCTOBER 18, 2019
Churn Monster #14: Know-It-All Customer. . Hi churn fighters! We have a new churn monster to introduce to you today – a Know-It-All customer. A Know-It-All customer is someone who behaves as if they know everything, and constantly presents their input as though they were professionally trained or have firsthand insight into subjects when it is evident that is not the case.
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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.
McorpCX
OCTOBER 15, 2019
As ever-greater numbers of organizations embrace the age of the smart customer, you might expect Customer Experience Management, or CXM, to be a well-understood term. After all, like ‘customer experience,’ it’s used a lot. However — also like customer experience — it describes many things.
Solvvy
OCTOBER 17, 2019
Skyrocketing sales are great for your bottom line—but sometimes aren’t so sweet for your customer support team, who are suddenly deluged with inquiries about whether your products are vegan or hypoallergenic, and by the way, is the red shoe pattern more of a ruby-red or a maroon shade, and when is that order arriving again? . Sure, your agents want to be helpful and present your products in the best light, but with thousands of support requests coming in every day, they’re fin
ShepHyken
OCTOBER 15, 2019
Small Change, Big Payoff with Laurie Guest. How Small Things Can Impact Customer Service in a Big Way. Shep Hyken interviews Laurie Guest. They discuss her recent book, The 10 ¢ Decision: How Small Change Pays Off Big , which focuses on small, simple things leaders and team members can do to enact big, positive changes in their customer service. The Interview with Laurie Guest: Business leaders don’t always need to spend a lot of time or energy to improve their customer experience.
Beyond Philosophy
OCTOBER 18, 2019
What is the Secret of Airbnb? I would never be an Airbnb host. Having a stranger staying in my house doesn’t fit with my personality. That said, there are a lot of people that would do it. Airbnb has over seven million listings in 100,000 cities worldwide and reported revenues of $1 Billion (with a b) in the second quarter of this year. They are so successful; they have plans to become publicly traded in 2020.
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
Callminer
OCTOBER 15, 2019
Use of profanity by customers in the contact center is on the rise and that’s bad for business.
Contact Center Pipeline
OCTOBER 16, 2019
Credit unions are known for their commitment to serving their members. At a time when a growing number of businesses seem narrowly focused on using automation to deflect customer calls, many credit unions still take pride in providing their members with personal service delivered by humans. A company that is focused on building lifelong customer […].
ShepHyken
OCTOBER 14, 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. 6 Customer Service Tenets Used By Amazon To Create Effortless Experiences by Dan Gingiss. (Forbes) Amazon’s six “Customer Service Tenets” – posted throughout its offices — explain a lot about why Amazon is so easy and pleasurable to do business with, and can be used a
GetFeedback
OCTOBER 17, 2019
Learn how to seamlessly integrate GetFeedback’s powerful analytics with Salesforce to optimize your customer experience program.
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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.
JustCall
OCTOBER 18, 2019
We don’t need to tell you the result good lead generation ideas can bring to your business. But if we ask an average realtor their best real estate lead generation strategy, we mostly get 2 answers: Cold Calling. Door Knocking. And you know for yourself that these 2 methods aren’t going to make a healthy and stable pipeline of leads. . After interviewing leading real estate agents and coaches.
ShepHyken
OCTOBER 18, 2019
This week we feature an article by Mark Sanborn who writes about how mistakes will be made but it’s how you handle them that matters. The experiences you create for a customer is important, but how they feel about that experience is critical. Welcome to the emotional economy. In my new book, The Intention Imperative , I explain how to design and deliver for positive emotions.
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