Bright Pattern
AUGUST 23, 2018
Last week Part 1 of the Predicting Contact Center Average Handle Time blog series discussed real-world examples and how to build a histogram to extract useful information for your contact center. In Part 2 we will dive into some of the more advanced approaches to predicting average handle time.
Fonolo
AUGUST 22, 2018
Just like me, you probably remember dozens of random 1-800 phone conversations with Johns, Jacobs, or Janes. They have called us from contact centers in the middle of the work day, when we ourselves were working on getting through that jerk chicken during a barely 15-minute lunch break. If I am not wrong, then it is safe to say that nine out of 10 times, we have hung up after the robotic, brief introduction and then wondered why they bothered calling us in the first place.
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CustomerServ
AUGUST 21, 2018
Consumers are scrutinizing companies’ core values like never before, thanks in part to social media and the internet. A brand’s commitment to diversity and inclusion demonstrates guiding principles that resonate especially with millennials—currently the largest and most influential consumer base, and the most diverse generation in U.S. history. The millennial population is now 44% minority, according to a recent report from the Brookings Metropolitan Policy Program.
Beyond Philosophy
AUGUST 24, 2018
Colin Shaw and Prof. Ryan Hamilton explore the study of customer emotions and how they influence customer experience and tendencies to buy. Explore the latest academic studies and how researchers have evoked specific emotions, what they mean, and how you can use them. The post How Do I Evoke Customer Emotions? appeared first on.
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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.
Callminer
AUGUST 22, 2018
Once you’ve collected the data, you need to do something with it to improve the customer experience and deliver exceptional customer service consistently. Actionable analytics is key.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Myra Golden Media
AUGUST 20, 2018
When a customer reaches out to you about a problem, they usually don’t think things will be easy. They expect to enter a fray. To customers, it’s them against you. Visually, it’s like this. There’s a brick wall between you and your customer. You are on one side of the wall, and your customer is on the other. The customer sees the issue they’re trying to get resolved as being on the same side of the brick wall as you.
Beyond Philosophy
AUGUST 23, 2018
Non-conscious influence has a significant effect on your customer’s behavior. Non-conscious influences are stimuli of which a customer is not aware. What’s more, these non-conscious influences exist in your Customer Experience even if you haven’t been deliberate about your design of them. In our latest podcast , we defined some terms that describe the information that influences behavior, including: Subliminal: Something you sense but that your conscious mind did not register, meaning it is pi
Callminer
AUGUST 23, 2018
No matter what industry you serve, chances are your customers have high expectations. As a contact center, it is your primary responsibility to understand and manage customer expectations. That includes determining if customers feel their needs are being met on every call. Collecting this valuable speech and text data or over all interaction data is just the first step in managing customer expectations though.
ShepHyken
AUGUST 22, 2018
Someone once said that if you want to know if the company is treating their employees well, try the coffee. The coffee? Really? Okay, I get it. One little detail can give you a glimpse into a much bigger picture. The idea is that the coffee machine and the quality of the coffee is an indication of how the employees are treated. One day we hired an employee to work at Shepard Presentations.
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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.
iCiDIGITAL
AUGUST 23, 2018
You may remember the BASF commercials back in the 80’s and 90’s that always included the tagline “ We don’t make the products you buy, we make the products you buy better. ” That line always stood out to me and I recently realized why. That line reiterates a core reason why companies partner with us and trust us to develop their customer experiences.
Customer Guru
AUGUST 21, 2018
Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. 31. John DiJulius Follow @JohnDiJulius. John R. DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant.
Callminer
AUGUST 21, 2018
Read the full Aberdeen report here to gain a full understanding of which strategies and trends are most important in 2018.
ShepHyken
AUGUST 20, 2018
I’ve spent my professional career teaching companies and individuals how to provide amazing customer service and a customer experience (CX) that would keep customers coming back and help their businesses to grow and thrive. But today, customers expect more. They know what good service looks like and they expect it. And, they not only compare you just to your direct competitor, but to the best service they have ever received – from anyone.
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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.
ProProfs Blog
AUGUST 24, 2018
We’ve all been there. After making a purchase, you’re dissatisfied with a product or service. After being in touch with a customer service representative, the process becomes even more aggravating when a solution isn’t reached. Inaction, rudeness and failure to take ownership of their mistakes – these are just some of the negative approaches to customer success that have left a black mark on many organizations.
DMG Consulting
AUGUST 20, 2018
Contact Center Management Is Both an Art and a Science. 7/1/2018. By Donna Fluss. View this document on the publisher’s website. It’s alarming how many contact centers are managed without metrics, yet running a contact center strictly by the numbers is no silver-bullet solution either. In other words, contact center management is both an art and a science.
Fonolo
AUGUST 23, 2018
Listen: We can learn a lot from cartoons. I can think of few better examples than The Simpsons , an arguable work of art now approaching its 20th year on air. With never-ending talent churning through its writers room, the show is regarded not only as a universally-identifiable comedic cartoon, but also as a source of critical commentary on human behavior.
ShepHyken
AUGUST 24, 2018
This week we feature an article by Wayne Turmel who writes about how to be successful with a remote customer service team. This is a new challenge that many employers are facing. – Shep Hyken. When you’re trying to serve your customers, your reps must be self-starting, relatively autonomous, and focused on their jobs. You probably also want them to help each other out, answer questions for one another, and share what works so that everyone can improve.
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 Matters
AUGUST 23, 2018
This video explains The Six Laws of Customer Experience. By understanding these fundamental truths about how people and organizations behave, companies can make smarter decisions about what they do, and how they do it. You can download the free eBook and see our infographic. Video Script: Just like the laws that govern physics, there are a set of fundamental truths that explain how organizations treat their customers.
PeopleMetrics
AUGUST 21, 2018
The following is an excerpt from Listen Or Die by Sean McDade, PhD. As we discussed in Lesson #5 , NPS is important to include in your VoC program, but if you’re running a transactional VoC survey, you need other ways to measure the most recent customer experience alongside NPS. Here are 3 ways you can measure the most recent customer experience alongside NPS: Ask how satisfied the customer was with their last experience.
Transparent BPO
AUGUST 21, 2018
It stands to reason that the more satisfied the customer, the higher the CSAT score and the more profitable the business. That’s the premise behind my latest article at Nearshore Americas. Getting customers to spend more is not the only reason to increase CSAT, however: customer loyalty is another. “CSAT Scores are a primary indicator […] The post Increase CSAT Scores & Improve ROI appeared first on Transparent BPO.
ShepHyken
AUGUST 20, 2018
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. T-Mobile is completely overhauling how its customer service works by Chris Welch. (The Verge) Team of Experts launches nationwide today for postpaid customers.
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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.
Customer Experience Matters
AUGUST 21, 2018
We just published a Temkin Group report, ROI of Customer Experience, 2018. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S. consumers describing both their experiences with and their loyalty to different companies. The CX scores used in this model come from the 2018 Temkin Experience Ratings (TxR), which evaluated 318 companies across 20 industries.
TeleDirect
AUGUST 21, 2018
[link]. Know your brand, Know your customer. Have an in depth understanding of your customer to better solve their problems. Build trust with reliable communication. Always respond promptly and make your contact info easy to find. Pay attention to key touch points. How do your customers prefer to contact you? Cater to them! Give customer an easy way to provide feedback.
TELUS International
AUGUST 22, 2018
Content moderation is now a key part of the customer experience. Learn how to protect your customers by keeping trolls at bay.
GetFeedback
AUGUST 24, 2018
This is guest post by Reuben Yonatan, CEO of GetVoIP. Most customers would rather solve problems themselves than go through the hassle of contacting customer service. According to Forrester Research , 91% of customers surveyed would use a knowledge base if it were customized to their needs. When self-service content is easy to discover and navigate, businesses not only see higher customer satisfaction rates , but they reduce support costs because customers can help themselves.
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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 Service Life
AUGUST 22, 2018
This article was originally published on the FCR blog on July 17, 2018. Click here to read the original. When customers contact you with a problem, do you apologize or do you not? Let’s work through a couple scenarios. In the first scenario you work for a SAAS (Software as a Service) provider and a customer is calling in because their service is impaired.
Toister Performance Solutions
AUGUST 23, 2018
You've probably heard the platitude, "Happy employees lead to happy customers." It's one of those sayings that just sounds right. Famous leaders have said it. Not-so-famous leaders have said it, too. It's all over the internet. But is it true? The things we believe have a mixed track record. Some things are supported by facts and analysis, while other beliefs are driven by anecdotal evidence.
360Connext
AUGUST 23, 2018
We toss the word empathy around these days, especially in customer experience circles. And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. The best customer-centric organizations leverage customer empathy to create a more positive journey for all customers.
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