Hero Digital

JULY 16, 2019

In the current customer experience (CX) landscape, companies are aiming to create emotional brand connections with customers. But experiences can’t be meaningful if they aren’t frictionless. To achieve that standard, it’s important that companies don’t forget the importance of quality assurance (QA). Customer expectations are constantly rising, and people want higher quality products, equipment, and software than ever before.

Customer Experience 42

Customer Experience Engineering Coaching Best practices 42

Nicereply

JULY 18, 2019

“A perfect canned responses shouldn’t sound canned at all”. In today’s world of continually changing trends in customer support , “Canned responses” are basically pre-programmed customer support messages that allow CS agents to respond quickly to the customer with issues. A well-designed booklet of responsive canned messages enhances team’s productivity.

Wait times 78

Wait times Consulting Consulting Chatbots 78

Fonolo

JULY 18, 2019

Core tenets of customer service are timeless: For example, “know your customer” is still as important today as it ever was. If you know your customer, you’ll know that consumer expectations have changed radically over the past decade, largely due to the development of new technologies. On-demand experiences provided by organizations like Uber and Amazon mean that efficiency and personalization are expected throughout all touchpoints of the customer experience.

Customer Service 126

Customer Service Self service Healthcare Airlines 126

Beyond Philosophy

JULY 16, 2019

I live in Sarasota, Florida, and recently, there have been some interesting changes to the public benches. Halfway along the seat, there are armrests. At first, I thought it was to make them more comfortable than they were without an armrest in the middle. However, I learned the armrests were there to dissuade the homeless population from sleeping on public benches.

Journey mapping 316

Journey mapping Consulting Consulting Banking 316

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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

ShepHyken

JULY 17, 2019

Something bad happens. There’s nothing you can do about it. It happened—and now you have a choice. You can let it bother you. Let it fester inside of you. Let it impact your mood. Let it ruin your day or your week. Make you irritable and not pleasant to be around. Or… you can get over it and move on! Just a few weeks ago the St. Louis Blues hockey team, which I’m a huge fan of, won the Stanley Cup championship against the Boston Bruins.

Coaching 313

Coaching Customer Service Customer Experience 313

Callminer

JULY 17, 2019

Our ongoing AI webinar series has been full of great audience questions on artificial intelligence, machine learning, and natural language processing.

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182

Beyond Philosophy

JULY 19, 2019

When I worked in the corporate world, people often asked me what I did all day. Facetiously, I would say that I played chess. While it was meant to be cheeky, the joke was not far from the truth. I spent my day navigating company politics. You will not find training programs on company politics or how to deal with them. It is a bit shocking considering their significance in the corporate world.

Management 268

Management Entertainment Consulting Consulting 268

ShepHyken

JULY 16, 2019

“Yes” is the Answer; What is the Question? Putting People First to Achieve an Exceptional Customer Experience. Shep Hyken interviews Cameron Mitchell, Founder and CEO of Cameron Mitchell Restaurants. They discuss Cameron’s customer service philosophies and his new book, Yes is the Answer! What is the Question? The Interview with Cameron Mitchell: Be goal-oriented.

Customer Service 289

Customer Service Customer Experience 289

TechSee

JULY 18, 2019

Imagine this scenario: It’s Amazon Prime Day and you’re thrilled to have snagged the limited-edition wireless streaming stereo system you’ve had your eye on. When it arrives, you open the box and see… a whole load of parts. There’s also a 126-page user guide that raises your blood pressure every time you turn a page, but you manage to set it up… after about an hour.

Customer Experience 207

Customer Experience Wireless Self service Contact Center 207

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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

Contact Center Pipeline

JULY 17, 2019

In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend among marketing executives. “Viral videos” captured the zeitgeist, and every brand decided they needed to have one—even if they didn’t fully understand what made a clip “go viral” or how to be strategic with its […].

Contact Center 198

Contact Center Marketing Self service Chatbots 198

Myra Golden Media

JULY 16, 2019

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. One way I do that is by teaming up with the company’s Quality Assurance team. When working with the quality people to help make sure employees apply the soft skills I teach them, I find six typical mistakes. Here are the Six Common Mistakes Almost Everyone Makes In Quality Monitoring In Contact Centers. 1.

Calibration 153

Calibration Contact Center Coaching Construction 153

ShepHyken

JULY 19, 2019

This week we feature a short article and infographic from Matteo Gasparello explaining why influential brands are using the combination of artificial intelligence and data to provide customers with the experiences they want. 44% of customers are frustrated when companies fail to deliver relevant, personalized shopping experiences. – Accenture Strategy Global Consumer Pulse Research.

Customer Experience 253

Customer Experience Technology Personalization 253

Callminer

JULY 18, 2019

Our ongoing AI webinar series has been full of great audience questions on artificial intelligence, machine learning, and natural language processing. We wanted to highlight some from our most recent How to Use Topic Modeling to Extract Conversational Insights. If you missed any of the webinars, we are replaying them all during our Webinarstock virtual conference AI day, Wednesday, July 24th.

Call flow 140

Call flow First call resolution Engineering Call Center 140

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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

Contact Center Pipeline

JULY 18, 2019

Let me start by once again offering a real-world experience, such as the one I described in my April 2019 column, CX Pundits vs. CX Practitioners: Real Life or Fantasy? In it, I described the wonderful world of the customer experience as described, written about, and generally fawned over by contact center industry pundits, and […].

Contact Center 154

Contact Center Customer Experience Self service Call Center 154

Myra Golden Media

JULY 15, 2019

Are you designing or redesigning a Quality Monitoring Program for your organization right now? Need some guidance on how to develop and execute a quality program that is robust, fair, and that your employees buy-in to – and one that doesn’t make your supervisors need to sip wine just to get through a coaching discussion with employees? I have help for you.

Calibration 153

Calibration Coaching Morale Feedback 153

ProProfs Blog

JULY 19, 2019

The importance of customer experience is something that cannot be stated enough. Go back to the last time someone asked you for a recommendation about a place to eat or a store. Which sort of place did you recommend? You probably recommended a place where you had an incredibly good time or a store where you where the products exceeded your expectations.

Customer Experience 140

Customer Experience Airlines Employee engagement Surveys 140

GetFeedback

JULY 19, 2019

They say that there’s very little these days that everyone agrees upon, but I—of course—do not agree with that sentiment either. When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. We all feel it. Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations.

Airlines 123

Airlines Benchmark Surveys B2C 123

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

Aspect

JULY 15, 2019

Are you noticing?an increase in incomplete caller connections???Have you seen?an unusual uptick in network /system?information tones from carriers for previously verified consumer phone numbers?? You may be experiencing the symptoms of?new?types?of?carrier , crowd-sourced , or mobile – phone – based call blocking services?that? often m isclassify?

Telecommunications 112

Telecommunications Contact Center Education Best practices 112

Customers That Stick

JULY 18, 2019

In this One Win Book Review, we take a look at Thanks for Coming in Today by Charles Ryan Minton. Check out the video below to hear Adam’s one win that you can take away from Thanks for Coming in Today to improve your organization’s customer experience and customer service. About Thanks for Coming in Today. FROM THE PUBLISHER: By providing your customers and guests with an unforgettable experience, your business can build customer loyalty and gain an edge over your competition.

Customer Service 104

Customer Service Customer Experience Management 104

Fonolo

JULY 16, 2019

Often, we use terminology and abbreviations that we become accustomed to in our everyday lives, especially within the call center space. Given that the average person spends one third of their lives at work, it is no wonder that we develop whole worlds of vocabulary to use within our professional environments. After all, it is simpler to say, “Where are we with AHT this week?

Call Center 103

Call Center Interactive Voice Response Average Handle Time Healthcare 103

GetFeedback

JULY 19, 2019

In life, each of us interacts with people who think we’re the greatest thing ever or the least impressive thing they’ve ever seen. In our daily interactions, we get feedback — some subtle, some not-so-subtle—that indicates what people think of us and whether or not they agree with our dress choices or driving decisions. We’re constantly learning what we’re good at and where we may want to consider our life choices and make a change.

Customer advocacy 104

Customer advocacy Feedback Surveys Customer Experience 104

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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.

ProProfs Blog

JULY 18, 2019

Have you personalized your marketing strategy? If you have not, then you’re probably living under the rock. I started to notice more and more personalized campaigns a few years ago, and back then personalization was a kind of a revolution in the marketing industry. Back then, I was working as a social media manager at a small company, and we were looking for a marketing strategy for small business that would have helped us shoot ahead.

Personalization 92

Personalization Marketing Real estate Surveys 92

Toister Performance Solutions

JULY 18, 2019

My beloved iPad is dying a slow death. It's several years old and I use it daily. The memory is nearly full. I've dropped it a few times. The lightening connector is getting finicky. So I'll soon be making a trip to the Apple Store to buy a new one. This process provides a nice overview of the differences between customer experience, customer service, and even customer success.

Customer Experience 94

Customer Experience Customer Service Personalization 94

Transparent BPO

JULY 16, 2019

The following is a testimonial from Tony Menchaca , formerly CMO and co-owner of Verde Energy USA, a Transparent BPO client. I outsourced a lot of sales and lead generation work to call centers during my tenure as Chief Marketing Officer for Verde Energy. However, I found it hard to make the economics work using domestic providers. The quality was good, but the cost was just too high, which led me to look offshore to find a solution.

outsourcing 91

outsourcing Call Center Scripts Contact Center 91

GetFeedback

JULY 19, 2019

We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected.

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

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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

Taylor Reach Group

JULY 17, 2019

By JD Fairweather. “Hello! Please, don’t hang up. This is an important message from …” Click. Click. Actually, that clicking sound referenced in the opening sentence is an exaggeration as phones no longer “click” when you hang them up. But there is no exaggeration when I declare robocalls are a nuisance that may very well destroy the future of virtual agents and digital messaging.

Contact Center 90

Contact Center Virtual Agent Telemarketing voip 90

Fonolo

JULY 17, 2019

Customer service has always been the lynchpin that determined success or failure in the hotel industry. Whether it’s housekeeping, restaurant and bar service, or events, members and stakeholders have always had to put customer service first to ensure the health of its bottom lines. With the emergence of Airbnb and its threat to hotel business, coupled with the evolution of technology and its role in the way guests enjoy their experiences, the industry is developing new customer service practices

Technology 80

Technology Customer Service Call Center Self service 80

Transparent BPO

JULY 18, 2019

The story of Paul Bunyan, the giant lumberjack accompanied by his sidekick Babe the Blue Ox, looms large in American folklore. One part of his story, popularized by Disney , involves a showdown between Bunyan, yielding his double-bladed ax, and a steam-powered chainsaw. A competition — “Man vs. Machine” — was held pitting Bunyan and the chainsaw operator against each other to see who could cut the most timber in a single hour.

Chatbots 83

Chatbots Customer Service Self service Scripts 83