Strikedeck
NOVEMBER 26, 2019
Vincent Manlapaz, in an interview with Kevin Scheper (VP, CS at Drift) talks about the importance of understanding customers' behaviors, motivations, aspirations, and what drives their success.
Callminer
NOVEMBER 25, 2019
An efficient call center operation hinges on the ability of management to identify flaws in their systems and practices as well as execute improvement plans to fix these quickly. Fortunately, with a number of useful tools and techniques, team leaders can effect meaningful change based on observable and trackable data. However, the exact tools and approach you employ at your call center for this purpose should align with your center’s mission and personnel.
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Contact Center Pipeline
NOVEMBER 26, 2019
The universal agent is certainly not a new concept for contact centers. Next-available agent routing models have long relied on the use of experienced agents who have been cross-trained to handle a wide variety of call types, from technical support to billing to sales. Within today’s contact center, however, several trends are converging and creating […].
Guru
NOVEMBER 26, 2019
Stop me if you’ve heard this one. A new customer support manager walks into the office on her first day. She’s excited because from the interviews she had with the director, it seems like this team really knows how to solve tickets, and they just need a few small tweaks to get their CSAT scores up. With her experience, she’s confident she can make that happen.
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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.
CSM Magazine
NOVEMBER 25, 2019
Bots, and the underlying AI that drives them, have become increasingly popular in many Customer Experience and contact center circles, and for good reason. Bots offer extended functionality and enable customers to find answers or support without the involvement of a live agent. Implemented and maintained properly, bots have the potential to significantly improve customer and employee experience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
NICE inContact
NOVEMBER 26, 2019
As a liberal arts major in college, there is nothing I like better than invoking the spirit of The Bard (Shakespeare) in my writing. My title borrows from one of my favorite of his comedies, As You Like It. At a high level, I believe cloud contact center applications using artificial intelligence allow companies to deliver the kind of customer experience their customers want – not one dictated by the constraints of hardware-based, inflexible applications.
ConvergeOne
NOVEMBER 26, 2019
In a previous blog post , we shared how organizations must move toward a customer-centric approach, with a focus on the customer journey as a strategic capability. How, specifically, can you do that? Here are five steps to follow to ensure you find and keep the right customers.
Unymira
NOVEMBER 26, 2019
Enterprise search is a tempting solution for many companies. It promises a quick fix to data silos and doesn’t require migrations, switching software or any dramatic changes to your daily work.
The Call Center School
NOVEMBER 25, 2019
Part 2: Skills for Creating Optimized Schedules. "Always treat your employees exactly as you want them to treat your best customers.". This quote from Stephen R. Covey, business author and successful entrepreneur, is not just for executives to internalize. It also applies to workforce managers. Workforce managers determine how many staff are assigned to a shift and which employee takes which specific shift.
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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.
Waterfield Technologies
NOVEMBER 25, 2019
A primary issue when integrating multiple channels and services in your contact center is creating a seamless, cohesive solution. Today we are able to create and implement an extensive, all-in-one […]. The post Deliver Cohesive Business Results in your Contact Center appeared first on Waterfield Technologies.
ClientSuccess
NOVEMBER 25, 2019
It’s important to map out and monitor your customers’ journey to ensure you and your team are doing everything in your power to increase retention and lower churn rates. . That’s why we’ve compiled some of the best customer journey analytics that customer success teams and CSMs should track so everyone – from executive leadership to CSMs – can better understand the end customer. #1 Customer Retention Rate.
Eckoh
NOVEMBER 26, 2019
Has your company deployed a self-service app for customers — but your contact center is still getting a constant stream of calls? When this happens, there's only one thing to do. Our blog series on the Top 5 Customer Service Challenges has been getting under the skin of the big issues facing contact centers today. Last time we looked at how to save agents from getting swamped with low-value questions but now we're focusing on another thorny problem: Self-service apps that don't appear to be deli
Ansafone
NOVEMBER 26, 2019
Millennials as Customers – large and in charge. Millennials, (born between 1980-2000) are set to pass the Baby Boomer generation in terms of purchasing power. This is ot only as consumers but also as decision makers within the business world. The millennial generation is entirely different than any other generation, having grown up with … Customer Experience for Millennials Read More » The post Customer Experience for Millennials appeared first on Ansafone Contact Centers.
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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.
Taylor Reach Group
NOVEMBER 26, 2019
Combating the High Agent Turnover Crippling US Contact Centers. by JD Fairweather. The revolving door of employee turnover is a source of frustration for any organization. For contact centers, an industry known for its high attrition rate, high employee turnover can impact not just team morale and productivity, but customer acquisition and retention as well.
GetFeedback
NOVEMBER 25, 2019
If you’re new to Customer Satisfaction Score (CSAT), a good starting point is seeing how you compare to peers in your industry. To do so, you can rely on the American Customer Satisfaction Index (ACSI). . The ACSI is the only national economic indicator that measures customer satisfaction across the U.S. economy. Their data is used by researchers, organizations, analysts, investors, etc. to get a pulse on CSAT across industries.
CSM Magazine
NOVEMBER 26, 2019
In this excerpt from his book, Achieving Excellence Through Customer Service, John Tschohl explains why customer complaints are a golden opportunity for companies to improve their service. If your organization receives virtually no complaints this is not a sign that. you are blessed with the most efficient, committed, and intelligent employee. force on the face of the earth.
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!
NICE inContact
NOVEMBER 25, 2019
As we step into 2020, we see companies investing more in Customer Experience (CX) initiatives than ever. There is a clear business case to invest and improve CX – happy customers buy more, are easy to service and bring in new customers through recommendations. And, contact centers, being customer interaction hubs, are getting more preference and priority when it comes to CX investments.
BlueOcean
NOVEMBER 25, 2019
As the holiday season unfolds, we wanted to share the amazing words of gratitude that flow every day from our clients’ customers to our agents. Below you’ll find the best customer service kudos of 2019 (so far!) with quotes directly from the mouths of customers we interact with. MVP Agent. MVP Customer Kudos. This is hands-down the best customer kudos of the year.
Beyond Philosophy
NOVEMBER 29, 2019
The 7 Telltale Signs of a Company NOT Committed to Customers. I discovered many years ago that I could determine whether a company was committed to customers pretty quickly. When I thought about how I recognized it, I found that organizations that did not commit to customers had some shared company culture cues that indicated where their focus was. The ideas behind this discovery later became my second book, Revolutionize Your Customer Experience.
CX Accelerator
NOVEMBER 26, 2019
“Gratitude is the healthiest of all human emotions. The more you express gratitude for what you have, the more likely you will have even more to express gratitude for.” —Zig Ziglar As another year winds down to a close, and we head into another holiday season, those of us in the U.S. are preparing to gather together for annual Thanksgiving celebrations.
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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.
ShepHyken
NOVEMBER 29, 2019
This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. “ People will forget what you said, people will forget what you did, but people will never forget how you made them feel. ” This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service.
Steve DiGioia
NOVEMBER 25, 2019
Your eyes were bugged-eyed open, and they darted back and forth hoping to see everything (but they never did). Sweat started, a little at first, then it seemed to flow from every pore and made your clothes stick to places you didn’t even know you had. Your hands tightly gripped the steering wheel while you prayed no one crossed your path and if they did, heaven help them.
Contact Center Pipeline
NOVEMBER 27, 2019
Technologies such as artificial intelligence (AI), robotic process automation (RPA) and data analytics are redefining call center strategies and operations. But an effective approach requires more than a good toolbox. As the market matures, advanced call center functionality, smart tools and omnichannel platforms are increasingly becoming table stakes.
CX Accelerator
NOVEMBER 26, 2019
“Gratitude is the healthiest of all human emotions. The more you express gratitude for what you have, the more likely you will have even more to express gratitude for.” —Zig Ziglar. As another year winds down to a close, and we head into another holiday season, those of us in the U.S. are preparing to gather together for annual Thanksgiving celebrations.
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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.
ShepHyken
NOVEMBER 25, 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. The Jury Is in on the Future of Customer Experience by Lisa Loftis. (CMSWire) Trends that if recognized and acted upon, can help companies shape their digital experience strategies for a decade to come.
Callminer
NOVEMBER 24, 2019
These tips provide valuable insight into choosing and using call center metrics more effectively to condense performance data into actionable insights.
Contact Center Pipeline
NOVEMBER 29, 2019
For many, the holidays are a time to reflect, celebrate accomplishments and consider the year ahead. If that’s true for you, too, then you’ll enjoy our top 5 most popular blog posts in November—from Paul Stockford’s nostalgic look back at the last 20 years as an independent industry analyst; to valuable lessons that contact centers […].
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