VHT
OCTOBER 9, 2018
How fast can prospects or customers with questions get from your social media page to a customer support agent? If the answer isn’t, “with one click,” you’re not getting as much as you could be out of your social media presence or your call center. Fortunately, social callback makes the transition from a social media channel to voice channel as seamless as possible.
Contact Center Pipeline
OCTOBER 9, 2018
The contact center world is getting increasingly more complex. New technologies and communication channels are coming out every year, and customers’ and employees’ expectations are growing as fast. It can be challenging to keep pace and keep everyone happy. Now might be a good time to reevaluate the tools that you are using at your […].
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Customer Service Life
OCTOBER 10, 2018
This post was originally published on CallCenter Weekly. In the contact center community, we understand the true value of a happy customer. We’ll do whatever it takes to make sure that we leave our customer satisfied. But – let’s consider this for a moment: In order to take the best care of others, we must first take the best care of ourselves.
Callminer
OCTOBER 11, 2018
From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Given the sheer number of metrics and KPIs that call centers could track, it’s no surprise that some metrics tend to go overlooked.
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Beyond Philosophy
OCTOBER 11, 2018
We all want to sell more. So how do we do this? A powerful sales technique exists that can help. The best sales organizations use it well; the worst, not so much. It is based on a psychological concept called reciprocity, and it might be what you need to get (or keep) your foot in the door. We discussed reciprocity in our recent podcast episode. Reciprocity is a concept in psychology that describes how people respond to a positive act with another one in return.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CX Global Media
OCTOBER 10, 2018
There are people in the contact center industry that have more than persevered, they have thrived and positively impacted thousands of people along the way. Penny Reynolds, co-founder of The Call Center School, is one of those people in the contact center industry. Join her as she leads a seminar with Call Center Coach titled: How Do Your Call Center Supervisors Measure Up ?
Callminer
OCTOBER 10, 2018
We asked 20 call center pros to share the most undervalued call center metrics. If you want to improve agent performance, check out their responses to find out if you’re overlooking important KPIs.
Beyond Philosophy
OCTOBER 12, 2018
What are the six strategies for making your experience convenient? Colin and Ryan interview Shep Hyken, Customer Service and Experience expert about his latest book “ The Convenience Revolution ‘ Shep reveals these strategies. The post How To Make Your Experience Convienent appeared first on.
ShepHyken
OCTOBER 9, 2018
Listen To Your Customers… Or Die. How to Turn Customer Feedback Into Gold. Shep Hyken sits down with Sean McDade. They discussed how to create a consistent customer experience, why you should listen to your customers (and what to do with what they tell you), and how you can create a customer-centric organization. Top Takeaways: Sean defines being customer-centric as, “Consistently listening to customers and empowering your organization to take what customers are saying and do something about it.
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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.
Steve DiGioia
OCTOBER 8, 2018
when you have a love of service, it's not that hard to do. This original article was written by Steve DiGioia. Many service providers have lost sight of what really matters. It’s not the ROI, the seamless journey between touchpoints, or even the capacity to personalize the product or service we offer. It’s the ability to sustain relationships that will enable long-term viability and growth.
Call Center Weekly
OCTOBER 9, 2018
In the contact center community, we understand the true value of a happy customer. We’ll do whatever it takes to make sure that we leave our customer satisfied. But, let’s consider this for a moment: In order to take the best care of others, we must first take the best care of ourselves. Do you agree with the above statement? If we’re not taking care of ourselves, how the heck are we supposed to truly care for our customers?
Callminer
OCTOBER 9, 2018
CallMiner announced a partnership with Medallia, the leader in Customer Experience Management cloud technology.
ShepHyken
OCTOBER 8, 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. 10 Examples Of Amazing Customer Service Departments For Customer Service Week by Blake Morgan. (Forbes) These companies make customer service a crucial part of their culture, and it shows with rave reviews and happy customers.
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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.
CX Accelerator
OCTOBER 9, 2018
Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more. Consumers are not as likely to fill out surveys as they once were.
TechSee
OCTOBER 9, 2018
A day in the life of a Millennial. Ashley rolls over, checks her Fitbit Ionic to see the quality of REM sleep she experienced last night, and reaches for her iPhone to scan her messaging apps and social networks. She tweets about her sleep quality and messages her roommate that her share of the rent has been paid with Venmo. On her way out, she checks with Alexa whether her shoes have been shipped by Amazon, grabs her ear buds, sets her smart home security system, and rides her electric scooter
ProProfs Blog
OCTOBER 12, 2018
First 100 customers. Sounds like an easy target? But, is it so? According to a study by Bureau of Labor Statistics , only 4% startups make it to the second year, 3% to the third year; 9% crawl upto fourth year and only 3% cross their wooden year (fifth anniversary). The above-mentioned statistics indicate that completing the target of 100 customers is a tough task for most of the startups.
Contact Center Pipeline
OCTOBER 10, 2018
Customers expect choices when they need to reach out for service or support. They want to interact with brands via their preferred channel, be it voice, text, chat, social media or email. Companies generally are doing their best to accommodate customers’ access demands by adding more digital channels to their lineup. However, in the rush […].
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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.
Customer Guru
OCTOBER 9, 2018
Before we begin our discussion into digital customer experience and how it must be improved, we must first understand what it is to be digital. In today’s world, the word digital has various meaning. While for some, digital is a new way of doing business, for others, it is an innovative way of catering to their audience, while still others believe that it is being connected to everyone at all times.
aircall
OCTOBER 8, 2018
If there’s one word fast-growing companies need to consider above all else, it’s “ fit.”. Which use cases match your product best? Who does your product aim to help in the short term? What types of customers do you want to attract in the long term? Attracting ideal customers isn’t a task for a single department. Engineering, Sales, Customer Success, Product, and Marketing all need to think about what types of customers they want to engage.
Taylor Reach Group
OCTOBER 11, 2018
Taylor Reach assists currency investment firm in acquiring new telephony platform. The Taylor Reach Group, Inc., announces a new telephony project for a world leader in international currency exchange. Working with individual and corporate investors, as well as handling foreign exchange transactions for businesses, creates a highly demanding customer experience environment.
Fonolo
OCTOBER 10, 2018
The rise of digital commerce and the growth of social media have given consumers powerful tools to share their thoughts and feedback with brands. The ability for customers to tout their distinct opinions with far-reaching audiences is a new phenomenon that has shifted the way brands must think and operate. Excellent customer service must become a central component of companies’ strategies if they hope to survive and thrive in this digital age.
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Relay Blog
OCTOBER 9, 2018
The first goal of customer service is to make a customer’s experience with your business. The post 20 Strategies for Creating a Seamless Customer Service Experience appeared first on Relay.
Contact Center Pipeline
OCTOBER 11, 2018
In June, I attended the Healthcare Call Center Times Conference in Pittsburgh. It is always a well-attended event with great speakers and attendees of the highest caliber. As evidenced by the conference, healthcare is among the fastest-growing contact center verticals in the market. All the major vendors are in hot pursuit! Many of today’s healthcare […].
Win the Customer
OCTOBER 12, 2018
The customer service landscape is changing, with technology allowing customer service to shift from call centers and direct contact solutions to self-service technology. . “Customers have begun to use, and in some cases even prefer, non-agented interactions,” says Ian Jacobs, principal analyst at Forrester. “They use knowledge bases, FAQs, mobile customer self-service, chatbots and peer-to-peer communities in increasing numbers.”.
Liveops
OCTOBER 12, 2018
“The only limit to our realization of tomorrow will be our doubts of today.” – Franklin D. Roosevelt. To attract top talent, you need to think like top talent. Call center leaders are under ever-increasing pressure to attract and retain top talent, yet a relatively simple solution is available. It comes down to recognizing that the same old limited approach to sourcing talent, then expecting your new hires to come to your bricks and mortar just doesn’t work that well.
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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.
Aspect
OCTOBER 10, 2018
It’s become obvious that cloud solutions are no longer just an element of the future. Many organizations are realizing that with its maturity the potential drawbacks have disappeared. Security is robust, integration with third-party solutions is seamless and reliability is a given. Gartner recently forecasted global public-cloud revenue will grow by over 21 percent this year. .
Influitive
OCTOBER 12, 2018
It’s been five years since Influitive published the Advocate Marketing Playbook. Since then, it’s been downloaded over 5,700 times. Hundreds of companies followed those proven plays to achieve success in developing powerful advocate programs. But another interesting evolution happened. We witnessed amazing creativity and innovation as individuals at these companies took the principles of advocate.
Concentrix
OCTOBER 11, 2018
Transitioning Client to Social Media Powerhouse Wembley, UK – Concentrix Won the UK Customer Experience award in the category of Best New Improved Product or Service. The post UK Customer Experience Award Goes to Concentrix appeared first on Concentrix.
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