Serenova

OCTOBER 24, 2019

We frequently write about customer experience as a key competitive differentiator. In fact, according to industry data—and anecdotal evidence from the contact center leaders we talk to every day—consumer expectations and the service levels they demand are only increasing. And that makes scary customer service potentially more damaging than ever. According to a recent Vanson Bourne survey of 3,000 US and UK consumers, the vast majority (94%) of respondents say customer experience impacts whether

Customer Service 67

Customer Service Quality management Airlines Scripts 67

Advantage Communications

OCTOBER 24, 2019

Statistics from the National Retail Foundation found that a staggering 20 to 40 percent of yearly sales for small and mid-sized retailers take place within the last two months of the year. Additionally, a study from LiveChat found that on average, retail websites receive 63 percent more visits during the holiday season - and can expect up to 120 percent more website visits on the busiest days.

Omni-channel support 49

Omni-channel support Customer Service outsourcing Sales 49

CallSource Insights

OCTOBER 25, 2019

Good call handling skills are necessary when handling inbound sales calls, but what are best practices for having an effective strategy? Inbound call handlers have a lot of responsibilities when answering the phone at your business. They must make sure to answer promptly, greet the caller warmly, and inevitably book that caller into an appointment for your business by the end of the call, only to do it all over again when the phone rings next.

Best practices 75

Best practices Coaching Inbound sales Personalization 75

Contact Center Pipeline

OCTOBER 23, 2019

For all the buzz about “bots” and Artificial Intelligence (AI) and their potential to make agent-supported contacts go away, agent-handled contacts still dominate for many centers. Yet contact centers face labor markets that are not conducive to hiring and retaining great agents. Our Future of the Contact Center Survey put Robotic Process Automation (RPA—aka Agent […].

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Contact Center Surveys Marketing Technology 113

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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

Call Experts

OCTOBER 23, 2019

Sometimes, when a customer contacts you, they are arriving frustrated and in need of help. Whether you have an in-house team for customer service or you’re using an app to help customers, personalized support solves everyone’s needs. Your support team must hear your customers and offer solutions, all while speaking authentically with your brand’s voice, values, and intentions.

Personalization 53

Personalization Customer Service outsourcing Self service 53

OctopusTech

OCTOBER 19, 2019

In a blog post, we published on our site in January of 2018, we talked about how artificial intelligence was reshaping the call center industry. In that post, we shared out opinion about how customer service was and is going to be impacted by the use of artificial intelligence and automation going forward. In this post, we see the current scenario and see how the customer support teams that do the work at the ground level are being impacted by AI and whether they should be worried about it.

Call Center 54

Call Center Interactive Voice Response Chatbots B2C 54

ChaseData

OCTOBER 25, 2019

When you think about customer experience, your ideas for improvement most likely center around the part of the process that involves directly serving your consumer. Whether it is selling a product or rendering a service, this is the bread and butter of most business operations, so it is where they put their focus in terms of creating a great experience for consumers.

Customer Experience 40

Customer Experience Customer Service Call Center Management 40

Callminer

OCTOBER 22, 2019

Outsourcing a major part of your business is never an easy decision, but operating a contact center requires a significant investment in technology and staffing. For some companies, outsourcing call center services makes sense, while others are better served by keeping call center functions in-house. When it comes to choosing a call center service, that choice becomes even more difficult.

Best practices 203

Best practices Call Center outsourcing Contact Center 203

Beyond Philosophy

OCTOBER 25, 2019

The latest thing I am into is Airbnb. Airbnb properties have character, at least the ones that we chose. I like that when we use Airbnb, we stay places where we wouldn’t typically. I find Airbnb fascinating because it is an organization that is disrupting the hospitality industry. I wondered what the secret was to their success. After all, let’s face it, having a business predicated on the idea that people would let strangers stay in their home sounds like a doomed venture.

Consulting 261

Consulting Consulting Technology Personalization 261

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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

OCTOBER 24, 2019

People are more than cogs in a machine. Like it or not, a person’s history and current situation drives behavior more than workplace rules. There are certain unchangeable facts about any business. In the contact center, our business is people. On the surface, it may appear that our business is service, infrastructure or technology. But, […].

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Contact Center Technology Morale Call Center 133

ShepHyken

OCTOBER 23, 2019

Recently, my wife and I went out to dinner. We planned to go to a movie afterward but couldn’t decide what to see. Easy solution—we decided to go home and watch one of our favorite shows on Netflix. We arrived home, got comfortable, turned on the TV and… nothing. The TV went on, but there was no cable or Internet signal. There was an outage. Obviously, the cable company didn’t do this on purpose.

Customer Service 261

Customer Service Customer Experience 261

CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always changing, incredibly challenging, and so fulfilling. It takes blood, sweat, tears, and heck of a lot of time and dedication to drive meaningful CX improvements and to energize a team to keep the progress going. It’s one of the many reasons why CX Accelerator exists.

Customer Experience 140

Customer Experience Journey mapping Education Accountability 140

Ansafone

OCTOBER 23, 2019

Are You Looking to Hire a Call Center? Has your call volume reached new heights, or are you looking for a new way to generate leads? Hiring a call center is the perfect solution to handle a high volume of calls. Call centers let your business continue to thrive by taking the load. Outsourcing your … Looking To Hire A Call Center? Read More » The post Looking To Hire A Call Center?

Call Center 48

Call Center outsourcing Contact Center Customer Service 48

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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

OCTOBER 22, 2019

Customers want to see the value of your product or service—fast. They bought your product to solve a specific problem and if they are unable to achieve the desired outcome, they may churn. By helping customers achieve their own goals using your product, you’ll create loyal customers for life. And loyal customers are incredibly valuable, as they often spread positive word-of-mouth about your company and help secure future revenue.

Best practices 49

Best practices Customer advocacy Upselling Accountability 49

GetFeedback

OCTOBER 21, 2019

A recent study by PwC found that one in three consumers will walk away from a brand they love after just one negative experience. At the same time, 54% of respondents said that the customer experience at most companies needs to improve. . So although the customer experience has repeatedly proven to be critical to every company’s success, improving it remains a major challenge.

Customer Experience 79

Customer Experience Management Surveys Feedback 79

CSM Magazine

OCTOBER 23, 2019

The internet has made a lot of things possible. Movie and music streaming, online banking, e-commerce and social media are just some of the benefits that come to mind. The internet has also allowed people to work anywhere, either on their own or in virtual teams. You can now work from any location in the world, led by a team leader who will oversee your work.

Morale 40

Morale Banking Feedback Personalization 40

Guru

OCTOBER 25, 2019

Want to terrify everyone at your work Halloween party ? Ask them if they’re sure they know where to find the latest positioning information. Here at Guru, we LOVE a good scary story, so turn down the lights, grab some candy corn, gather round the Keurig, and prepare to be spooked.

Management 48

Management 48

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

Ameyo

OCTOBER 22, 2019

Next in my series of Solving the most common Call Center Problems (also read Solving the Most Common IT Call Center Problems) ?is the Operations Team’s perspective. Once the IT department has looked at the feasibility of the call center software, the operations team’s job starts. These are the people on the ground, the ones … Solving the Most Common Operational Call Center Problems Read More » The post Solving the Most Common Operational Call Center Problems appeared first on Ameyo.

Call Center 45

Call Center call center software Customer Experience 45

Interactions

OCTOBER 25, 2019

Last week on our podcast , host Jim Freeze and Susse Jensen, Senior Experience Designer at Adobe, discussed voice design and how businesses can intelligently design voice interface to result in intuitive, effective customer experiences. But before looking at how voice can be designed to support your customers and their experiences with your brand, it’s important to look at why companies should continue to use voice in a seemingly digital-first world. .

Wait times 48

Wait times Interactive Voice Response Chatbots Education 48

Beyond Philosophy

OCTOBER 25, 2019

Unless you serve robots exclusively, your customers are humans. Human feelings influence our actions and drive customer behavior. Therefore, you must design a Customer Experience that makes your customers feel a way that drives value for your organization. In our global Customer Experience consultancy, we have said for nearly 20 years that customer’s emotions account for over half of the outcome in any Customer Experience.

Customer emotions 250

Customer emotions Consulting Consulting Customer Experience 250

CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always changing, incredibly challenging, and so fulfilling. It takes blood, sweat, tears, and heck of a lot of time and dedication to drive meaningful CX improvements and to energize a team to keep the progress going. It’s one of the many reasons why CX Accelerator exists.

Customer Experience 208

Customer Experience Journey mapping Education Accountability 208

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ShepHyken

OCTOBER 21, 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. Advanced B2B CX Strategies Nobody Talks About by CustomerGauge. (CustomerGauge) In our latest eBook, we asked some of the top CX experts and influencers to discuss how B2B companies they’ve worked with have revolutionized their customer experience.

Customer Service 198

Customer Service B2B CRM Customer centricity 198

Callminer

OCTOBER 21, 2019

These expert tips and best practices will help you choose the best outsourced call center services for your company’s needs.

Best practices 182

Best practices Call Center outsourcing 182

Beyond Philosophy

OCTOBER 22, 2019

Understanding Customer Habits: A Practical Guide. Habits can be excellent or terrible for your Customer Experience. When it is the customer’s habit to buy from you, then there is not a problem. However, when it goes the other way, well, let’s just say some habits are meant to be broken. Understanding what habits are and how they work is vital to your Customer Experience.

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Government Consulting Consulting Customer Experience 231

CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always changing, incredibly challenging, and so fulfilling. It takes blood, sweat, tears, and heck of a lot of time and dedication to drive meaningful CX improvements and to energize a team to keep the progress going. It’s one of the many reasons why CX Accelerator exists.

Customer Experience 182

Customer Experience Journey mapping Education Accountability 182

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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

ShepHyken

OCTOBER 25, 2019

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. Ensuring your clients have an amazing experience when interacting with your brand is one of the best ways to encourage repeat and referral business.

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Call Center Scripts Contact Center Advertising 192

Myra Golden Media

OCTOBER 23, 2019

Two employees were chatting at the register. Both looked up when I crossed the threshold, taking in my Afro blossom, but rather than speak to me, nod or smile, they merely fell back into their banter. Floored by the blatant dismissal dis, yet urgently needing a black dress, I made my way to the Ponte sheath black dress I’d seen on the chain’s website.

Customer Experience 149

Customer Experience Customer Service 149

Contact Center Pipeline

OCTOBER 22, 2019

Consider this scenario: “Lisa” has landed a new role leading a customer experience (CX) program. As a first-time CX practitioner, Lisa decides that her first order of business should be to identify the quick wins, so she begins to tackle customer problems already well known within the organization. Motivated by the introduction of a new […].

Customer Experience 153

Customer Experience Chief Customer Officer Government Accountability 153