Contact Center Pipeline
JULY 26, 2018
The idiom “add fuel to the fire” dates back to Roman times. The expression, as defined by the American Dictionary of Idioms, means to “worsen an already bad situation, as by increasing anger, hostility or passion.” Let’s face it… handling customers day after day in any contact center can yield the same inevitable and unpleasant […].
SharpenCX
JULY 24, 2018
Are your agents happy, or happy enough? A revolving-door of agents (on average, 45 percent) isn’t good for morale, or for your customers. Recruiting and training new hires cuts into valuable time that could be spent on coaching and development opportunities, refining the skills of committed, engaged agents. We have to talk about agent experience [.].
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Callminer
JULY 22, 2018
When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. And it is no surprise that the number of home-based customer service agents is expected to grow at a compounded annual growth rate of 36.4%. It is one of the strongest expansion levels of any outsourcing market sub-segment.
Beyond Philosophy
JULY 26, 2018
Have you been to the Congo? If not, can you describe the weather? How about the vegetation? Now tell me why you thought that? Did you see a movie or read a book about the Congo? Did you travel to a nearby country and guess that the Congo was probably a similar experience? Did you or someone you know someone who went to the Congo? Now, to be clear, there isn’t a wrong answer here.
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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.
ShepHyken
JULY 25, 2018
Customer service and customer experience (CX) have become as hot of topics as any in business. Owners of small businesses and leaders of the largest companies recognize the importance of CX. It’s what drives our business. It’s become a customer expectation. Don’t deliver on the CX and the customer will find someone – or some company – that does. And, not only do you have to deliver on the experience, you have to stand out and be different.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
JULY 24, 2018
During the recent Customer Contact Week event, I had the pleasure of joining CallMiner customer, Emily Deragon, a senior solutions manager for SiriusXM in a podcast.
Beyond Philosophy
JULY 27, 2018
Colin Shaw and Prof. Ryan Hamilton explore how positioning your message is critical in communications from an leader and from a marketing perspective. How is this best achieved? Listen to Colin & Ryan debate this and get tips of what you can do. The post Are You Using This Communication Tool To Best Effect? appeared first on.
ShepHyken
JULY 27, 2018
This week we feature an article by David Martin who shares an Amazing customer service experience he had with Allbirds shoe company. – Shep Hyken. Congeniality, proactive problem-solving, and a genuine follow up made me an Allbirds fan. Here’s how Adrianna turned my purchasing gaffe into a textbook customer service experience. So here’s the problem: If you’re a regular traveler, then you know how hard it is to find good shoes for a trip.
Steve DiGioia
JULY 23, 2018
…talk about a poor customer experience! This original article was written by Steve DiGioia. The Wall Street Journal, in business since July 8, 1889, when their first issue was published, is the leader in a long line of online newspapers that have added a new word to our vocabulary; “paywall”. A paywall is a “method of restricting access to online content via a paid subscription as a way to increase revenue after years of decline in paid print readership and advertising revenue”, as cited by Wiki
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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.
Callminer
JULY 21, 2018
Do you use outsourced contact centers? These 4 vital measurements can help evaluate the effectiveness of BPO processes and agent performance.
Contact Center Pipeline
JULY 25, 2018
Our annual challenges and priorities survey, as well as our project experience, show that high attrition, absence and adherence issues, and the uphill battle to gain budget approval for additional staff remain pain points for many centers. While technology is not a “white knight” riding in to solve the staffing problems, I’m willing to bet […].
ShepHyken
JULY 24, 2018
The Holy Grail Of Customer Experience. How any sized business can create customer experience and loyalty. Shep Hyken sits down with Craig McVoy , founder and Chief Experience Officer at Beyond Brand. They discussed Craig’s new book Beyond Brand, the seven customer experience principles every business must follow and the questions you must ask if you want your brand to compete in 2018 and beyond. ?
TechSee
JULY 24, 2018
Developing a customer centric culture in a large enterprise goes beyond addressing a customer by name in an automated email, or segmenting by interest; it is a holistic approach designed to focus on the consumer’s authentic needs. This approach enables the enterprise to engage him in a personal way, ensuring that his needs are met at every stage of the customer journey.
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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.
GetFeedback
JULY 24, 2018
Today, customers can interact with companies in more ways than ever, across unique channels, devices, and time zones. A customer might see a company’s ad, visit their website, browse their products, read customer reviews, and go on their way—all without speaking to a single human. While technology and automation have unquestionably improved our lives, they’ve also made the modern customer experience much noisier.
Customer Service Life
JULY 23, 2018
Did you (or do you plan to) take your lunch break today? I mean, really take your lunch break? Move away from your desk, actually eat a meal and maybe even talk with your coworkers? You may have worn (or currently still wear) the badge of hours worked. When you’re trying to get everything done, you rarely take your breaks. Yes, even if you are a salaried employee, you’re still human and you still need to take a break.
ShepHyken
JULY 24, 2018
The Holy Grail Of Customer Experience. How any sized business can create customer experience and loyalty. Shep Hyken sits down with Craig McVoy , founder and Chief Experience Officer at Beyond Brand. They discussed Craig’s new book Beyond Brand, the seven customer experience principles every business must follow and the questions you must ask if you want your brand to compete in 2018 and beyond. ?
Customer Guru
JULY 25, 2018
Most often, companies are well aware of the issues their customers are facing. And at times that could be a deterrent to taking customer feedback seriously. In several of my early discussions with clients, when I ask them to read every customer comment and act on the feedback to improve customer experience, I am told “We already know what is ticking off our customers and we are working on solving those issues.
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!
aircall
JULY 23, 2018
The internet is full of sales strategies that aim to help you reach your monthly quota in no time. “Be empathetic”. “Do your research”. “Grow your network”. But these directions tend to be vague. What are the real and actionable recommendations behind them? No one approach will single-handedly lead you to the commission-based promised land, but an understanding of these vetted and intuitive techniques (and a few tricks) will result in more qualified leads and deals won. 1.
GetFeedback
JULY 23, 2018
This is a guest post by Tom O’Brien, Director of Digital Marketing at TimeTrade. Retail is changing in 2018. What’s key? Creating an amazing customer experience through omni-channel customer journeys that engage your prospects where they are and help shuttle them through your sales funnel. In this post, we’ll explain how to create an omni-channel customer journey map for your retail business—and how you can use it to improve your customer experience.
Pointillist
JULY 25, 2018
By Swati Sahai. Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Customer journey analytics is a lot more than a software solution—it is a whole new approach to analytics that involves having a journey-based mindset and becoming customer-obsessed.
Amity
JULY 23, 2018
Optimizing productivity is important in any role but it requires particular attention in the world of customer success. As a CSM your schedule can be at the mercy of your customers and the multiple hats you need to wear throughout the days and weeks will pull you in different directions. In this post I hope to provide some guidance on how to stay organized and at peak productivity while ensuring your customers get the best service possible.
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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.
Fonolo
JULY 25, 2018
Attention all call center managers: It’s time to talk about you. Picture it: You are the fearless leader of a call center team in 2018. Much like the call centers of old, your agents are grappling with 1) surges in call volume (both expected and unexpected); 2) evolving technologies; 3) increasingly complex customer cases; and perhaps most important of all, 4) the latent human desire to be appreciated, acknowledged, and active in the work environment.
aircall
JULY 26, 2018
The world is changing, and today’s brands need to create a memorable customer experience to stay competitive. Social media, review sites, and an increased desire for instant solutions makes creating an environment for success even more challenging. Luckily, innovative software offers a solution. Hyper-Informed Conversations. Kustomer is a complete management platform for customer experience and support.
Call Center Weekly
JULY 26, 2018
By Katie Westphal Customer's experience and expectations are constantly evolving. Quality is an amazing way to keep up with the times, and understanding your demographics. The only consistency in call centers is that things always change. Quality has an innate reputation for being “those people” that dig for your bad interactions and “ding” you. Nothing could be further from the truth!
PeopleMetrics
JULY 23, 2018
The following is an excerpt from Listen Or Die by Sean McDade, PhD. The best VoC programs are squarely focused on integrating all types of customer feedback related to the customer experience. The result is that VoC becomes the single source of truth for all experiential customer feedback. And a key part of making this happen is your VoC software platform.
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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.
Ansafone
JULY 27, 2018
Customer experience should guide all that a contact center does Customer experience (CX) is more than a slogan or hot buzzword for customer service excellence. Instead, it’s a mindset, guiding everything a contact center does. What is customer experience (CX)? Customer experience is the cumulative result of all interactions between a customer and a … Does Your Contact Center Provide an Exceptional Customer Experience?
Return Customer
JULY 25, 2018
While customer acquisition may be at the top of your list, customer retention should be as well. Your company may produce the best or only product of its type on the market, but without good customer support, your business will have a hard time holding on to customers. Your customers want quick and efficient support when they need it if they are not getting that they will go elsewhere.
OctopusTech
JULY 22, 2018
In the last couple of years, there has been a real revolution in the way consumers react with brands. Ever since the customers can reach the company via phone, there has been a tremendous decrease in the amount of letters sent to these companies. Another major impact came with the arrival of emails and web forms that have not only made our interactions with the companies that much easier but also given us the required time to organize our thoughts and prepare all details in advance.
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