Upstream Works

DECEMBER 18, 2019

There are many technology trends impacting the contact center, and as we enter a new decade, it’s only natural to think in broad terms with a longer-term time horizon. Ten years is an eternity in the world of tech, and it’s staggering to consider how much the contact center has changed over the last decade. The coming decade will likely bring just as much change, and in our view, the best way to understand that is through the lens of digital transformation.

Contact Center 78

Contact Center Technology Personalization Customer Experience 78

CrazyCall

DECEMBER 19, 2019

In this day and age, companies implement all sorts of tactics to leverage their offerings above the competition. However, as elaborate as some of them seem, it’s really not all that complicated. When you boil down any business with great reviews, it’ll naturally reduce and separate into three simple categories: marketing, sales, and customer service.

Customer retention 66

Customer retention Sales Marketing Customer Service 66

Contact Center Pipeline

DECEMBER 19, 2019

Contact Centers have always had an abundance of data about customers and performance. Unfortunately, that data is not being fully utilized to benefit the company, customers or agents. The unrealized potential of data has never been more urgent than it is right now, as centers focus on the customer experience and agent experience and the […].

Contact Center 207

Contact Center Customer Experience Self service Personalization 207

The Call Center School

DECEMBER 18, 2019

Part 3: Intraday Management Skills. If you’ve been following along in this series you know the skills required to produce an accurate forecast and optimized schedules , but without effective intraday management your efforts towards these first two steps of the WFM process will be lost. Therefore, you must take the proper steps to ensure the plan is working.

contact center workforce 91

contact center workforce Contact Center Management 91

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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.

Contact Center

Myra Golden Media

DECEMBER 15, 2019

My husband and I were sitting at the big boardroom table at the closing office. We’d just sold our first home, and we were now closing on our new home. We thought we were in great shape, but, something went wrong. The bank didn’t transfer the money for the purchase of our new home. I called our mortgage broker, who had handled every detail up to this point.

Banking 207

Banking Accountability Management Customer Service 207

ShepHyken

DECEMBER 20, 2019

This week we feature an article by Sabio who explains why developing a customer experience strategy is essential for your business to improve its bottom line. Developing a customer experience (CX) strategy for your business has never been more important. Every business can benefit. Whether you oversee a large contact center or teams in various locations, creating a CX strategy that works will improve your bottom line.

Customer Experience 207

Customer Experience Customer retention Contact Center Analytics 207

Callminer

DECEMBER 17, 2019

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous. Call centers , in particular, represent just one facet of a large and varied international outsourcing industry.

Call Center 207

Call Center outsourcing Contact Center Finance 207

ShepHyken

DECEMBER 18, 2019

Last week, I shared ten ideas to drive a better customer experience in 2020. As promised, I’m back with ten more tips. If you haven’t read part one yet, you can do so here. Or, you can see all these suggestions at once by reading my recent Forbes article. Without any further delay, here are ten more ways to create a better customer experience in 2020.

Customer Service 315

Customer Service Customer Experience Marketing 315

TechSee

DECEMBER 17, 2019

The customer service game has changed for energy, gas and water companies. When customers contact them to pay a bill, check their usage levels or report an outage, they demand personalized, streamlined and convenient interactions. It’s no longer just about providing a reliable service to customers who have been loyal for decades – it’s about providing effortless utility customer experience.

Customer Experience 136

Customer Experience Customer effort Engineering Analytics 136

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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.

Analytics

VirtualPBX

DECEMBER 17, 2019

This week’s blog will take a look at an often-requested topic of discussion: how to answer the phone at work. Of course, there are many approaches to the practice – ranging from professional to Buddy the Elf (who we admire for his creativity and expeditious approach to office procedures). Your own office likely has its own rules for how to say “hello” to incoming customer calls.

Scripts 90

Scripts Enterprise Personalization 90

ProProfs Blog

DECEMBER 18, 2019

If you can’t measure it, you can’t improve it. William Thomson , Lord Kelvin. Read, absorb this quote and let’s answer a question-. Do you follow specific customer service objectives as parameters to gauge the performance and efficiency of your support team? . If not, then how do you measure customer success?

Customer Service 120

Customer Service Feedback Customer advocacy Surveys 120

TeamSupport

DECEMBER 20, 2019

Automated phone technology, such as interactive voice response (IVR) menus, can save businesses time and money on customer support. These solutions route callers to the right people without the help of a human operator. Larger businesses should consider IVR menus to streamline the customer support experience. They should not replace account managers and instead are optimized for streamlining after hours and emergency support communication.

Interactive Voice Response 72

Interactive Voice Response Customer Support Technology B2B 72

Ameyo

DECEMBER 19, 2019

The aim of any business is to acquire more customers and deliver exceptional customer service. But, without a sound strategy and technological transformation, your business will hit a dead-end and there’s no turning back once you start losing your customers to the competition! Now is the time for businesses to adopt new technologies because 2020 … Contact Center Technology Trends That Will Boom In 2020 Read More » The post Contact Center Technology Trends That Will Boom In 2020 appear

Contact Center 84

Contact Center Technology Customer Service Contact center software 84

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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.

Contact Center

Totango

DECEMBER 19, 2019

Your customers are working with you because your company’s products and services are valuable The quicker you can deliver that value, the more likely you are to build trust and loyalty with customers. When you have customer loyalty, you have the basis for an ongoing relationship that generates customer lifetime value. Thanks to the digitization of business, your customers have more choices than ever before.

Best practices 72

Best practices Enterprise Education Accountability 72

GetFeedback

DECEMBER 16, 2019

Having a great restaurant and serving great food at competitive prices is no longer enough. Your customers want more, so you need to meet and exceed their expectations. Without that, you’ll struggle to earn their loyalty, deal with a bad reputation, and you’ll eventually lose them. But you already know what you need to do: collect customer feedback.

Feedback 78

Feedback Surveys Wait times Morale 78

Ansafone

DECEMBER 17, 2019

Active listening is the foundation for any customer service interaction. Each call that comes in is a real person looking for guidance or a solution to a problem, so active listening is critical to make that person feel heard, understood and served. The Importance of Listening in Customer Service The first step in most … What is Active Listening?

Contact Center 62

Contact Center Personalization Customer Service 62

TELUS International

DECEMBER 17, 2019

Customer Service 85

Customer Service 85

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

Beyond Philosophy

DECEMBER 20, 2019

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough. Moreover, they also fail to recognize the intensity of that emotion. Understanding the significance and managing the power of customers’ emotions is essential to your Customer Experience outcome.

Customer emotions 390

Customer emotions Consulting Consulting Call Center 390

Hello Customer

DECEMBER 16, 2019

Customer Experience 52

Customer Experience 52

ShepHyken

DECEMBER 17, 2019

The Hospitality Mentality. Tips to Creating an Amazing Customer Service Experience in Hotels and Beyond. Shep Hyken interviews Rupesh Patel. They discuss Rupesh’s “secret sauce” to creating an amazing guest experience across his hotels, and how those ideas can translate to the larger customer service world. Top Takeaways: Don’t make the mistake of caring more about money than customer service.

Consulting 257

Consulting Consulting Customer Service Marketing 257

Steve DiGioia

DECEMBER 16, 2019

The “holidays” are everyone’s favorite time of year. Time to share a meal with great company, whether family, friends, or coworkers. It’s a happy, festive time for all. But, is it? Those working in the retail industry may have a different take on the holidays. For them, it’s a time for stress, a time to deal with frantic shoppers looking for the perfect gift, and a time to work long hours with little time for themselves.

Personalization 240

Personalization Customer Service 240

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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.

Beyond Philosophy

DECEMBER 20, 2019

What is Important in 2020? Yogi Berra, the New York Yankees Coach once said, “Predictions are hard, especially about the future.” Predictions can be difficult; it is true. However, they can also be helpful, especially if you are trying to plan for a new year. I have been in the Customer Experience industry since before there was such a thing.

Coaching 317

Coaching Customer retention Consulting Consulting 317

Callminer

DECEMBER 16, 2019

Here 25 interesting call center statistics that may prove helpful in deciding whether the use of one for your own business's strategy is appropriate.

Call Center 182

Call Center 182

ShepHyken

DECEMBER 16, 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. 7 ways to Use Social Listening for Customer Service by Steven MacDonald. (SuperOffice) Your customers are contacting you in a channel that they prefer – and they expect you to respond.

Customer Service 272

Customer Service Employee engagement Coaching Customer centricity 272

Myra Golden Media

DECEMBER 16, 2019

One of the tools I use to improve the customer experience with my clients immediately is Start, Stop, Continue. I gather a team together and ask them what we need to Start, Stop, and Continue to do with the customer experience. Sitting at my desk just now, I sketched out Start, Stop, and Continue for a restaurant that just ruined a chance for a significant catering event.

Customer Experience 156

Customer Experience Banking Management 156

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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 Experience

Contact Center Pipeline

DECEMBER 18, 2019

According to the Merriam-Webster dictionary, “coming of age” is defined as the attainment of prominence, respectability, recognition or maturity. It means something has reached an important stage of development and is accepted. The first known use of the term “coming of age” was in 1729 and it was used to describe the point at which […].

Analytics 147

Analytics Customer effort Coaching Contact Center 147

ProProfs Blog

DECEMBER 18, 2019

About 52% of consumers are willing to spend more money on quick and effective customer experience. If you are a smart and proactive business owner, you will identify with this data and tweak your strategy to improve customer experience accordingly. The Need of The Hour. Is your current customer service approach more convenient for you or your customers?

Customer Experience 131

Customer Experience Surveys Feedback Personalization 131

Etech

DECEMBER 19, 2019

In 2017, cyberattack incidents cost companies, consumers, and governments around the world $600 billion. If this figure sounds unsustainably high, consider that projections show it will only continue to rise. Forbes estimates that it will reach $2 trillion by this year. In the past, cybercrime was a problem reserved for more substantial, wealthier companies with money and consumer data to attract hackers.

Government 103

Government Call Center Best practices Accountability 103