ChaseData

OCTOBER 18, 2018

When you choose a specialized agency to provide call center services to your organization, you have several choices. Aside from which agency to go with, you often have the options of inbound call services, outbound services, and those that combine each of these into a single facility. This is known as a blended contact center, and there are many benefits to choosing one of these facilities to handle your business’s calls.

Contact Center 106

Contact Center Call Center Management 106

aircall

OCTOBER 17, 2018

Business has changed. Advances in computing technology have made almost everything quantifiable, measurable, and therefore actionable. And traditional communication tools, like the phone, are no exception. In a world driven by increased efficiency and calculated risk, even quick physical tasks are subject to automation. This is why dialing tools were created.

Sales 142

Sales CRM Call Center Scripts 142

Strategic Contact

OCTOBER 15, 2018

Here’s the scene: It’s the busiest hour of the busiest day. With beefed up self-service through online and mobile applications, customers take care of the easy stuff on their own and reach out to agents when they can’t find what they need. Meanwhile, agents are overwhelmed, trying to retain knowledge on an increasingly complex and diverse.

Contact Center 48

Contact Center Self service Management 48

ShepHyken

OCTOBER 17, 2018

There is a lot we can learn from great companies, big and small. Many books have been written about companies like Disney, Nordstrom, Ritz-Carlton and Apple. And, once we learn how they do it, the key is making it work for our companies. It’s not about just learning, but also about executing on what we learned. The reason I bring this up is that I was reading an article about the top global brands.

Customer Care 303

Customer Care Best practices Personalization Customer Service 303

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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

CX Global Media

OCTOBER 15, 2018

Most all contact center executives know they need to respond aggressively to the fact that we are in a state of massive transformation and disruption in the marketplace. The contact center has been targeted as a pivotal organizational component in this age of disruption that we live in. To be intentional and proactive in their response, executives are investing in the transformation of their training courses in leadership for supervisors because the frontline is where the customer-centric battle

Contact Center 269

Contact Center Morale Call Center Metrics 269

Beyond Philosophy

OCTOBER 19, 2018

To improve your customer experience it is vital you address these seven key strategic questions. Colin reveals these questions at a keynote conference speech in Bahrain. Do you know the answers to these questions? Colin also interviews Rami Sweis, CEO of GolfCX on how customer experience is becoming a key area in the Middle East region. Finally, Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience for free!

Customer Experience 186

Customer Experience 186

ShepHyken

OCTOBER 19, 2018

This week we feature an article by Lindsay Tjepkema who shares how people are using AI strategies and the impact they are having on the world of CX. – Shep Hyken. Introduction: AI in CX. _. The CX industry is primed for a breakout in the application of artificial intelligence — as other fields like biotech, healthcare, automotive, and cybersecurity have also seen.

Customer Service 280

Customer Service Automotive Airlines Chatbots 280

CX Global Media

OCTOBER 15, 2018

Can you hear me? Can you see me? Is it your problem or my problem? Is anyone willing to own the problem? Well, without any visibility into your contact center’s network performance, your answer is a resounding and overwhelming…NO! If you’re a customer experience focused organization, there are a few core metrics that can differentiate you from everyone else – customer effort and first contact resolution top the list.

Customer Experience 211

Customer Experience Abandon rate Contact Center Coaching 211

Myra Golden Media

OCTOBER 15, 2018

I made a support call to a company yesterday because I was stuck in a loop on an application. I’m glad I called because the representative gave me such a great experience that I found myself smiling and thinking, “She’s good. Really good.” Here’s a rough transcript of our conversation: Employee: “Hi, My name is Amy, and it’s my pleasure to help you today.

Surveys 198

Surveys Accountability Customer Experience 198

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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

Callminer

OCTOBER 17, 2018

New research by reveals that US businesses have contributed to a switching epidemic by not valuing or listening to customers when they have problems.

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ShepHyken

OCTOBER 16, 2018

From Like to Love. Inspiring emotional commitment from employees and customers. Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love. They discuss how to create a loving employee culture, the five basic needs of employees, and what millennials want in the workplace. Top Takeaways: Keith says that employees have five basic needs.

Employee engagement 253

Employee engagement Entertainment Marketing Customer Service 253

Contact Center Pipeline

OCTOBER 17, 2018

Fair warning: Reading this article could be painful for you. Not dentist-root-canal painful, more like exercising-again-after-taking-a-longer-break-than-you-should-have painful. But it may also give you a punch in the stomach, because I’m going to say things to you that may make you feel foolish for not seeing them before now. If you’re in call center management, you’re […].

Contact Center 190

Contact Center Call Center Management 190

Myra Golden Media

OCTOBER 19, 2018

It’s rare that I don’t write to you about customer service issues. But I want to talk about balance, not just because it’s so important to me, but because I know achieving peace and balance will help you be a better manager, leader, or customer service professional. Over the years I’ve found five practices that have helped me find peace and balance between my business and my personal life. 1.

Customer Service 159

Customer Service Personalization Management Customer Experience 159

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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

Call Center Weekly

OCTOBER 15, 2018

Yesterday I received a cold call from a local real estate company. Here's exactly how it went: "Hi, this is Kathryn." "This is Dan from XY Real Estate. Are you looking to sell your home?" "No." "Are you sure?" "Yes." "Ok, thank you. Bye." No qualification, rapport or value and a HUGE ask. Why is that? 1. What gets measured gets done. If there’s a daily KPI around call volume, ensure business development reps have a caveat relating to pipeline stage or qualification and reframe what a cold call i

Real estate 143

Real estate B2B Sales Marketing 143

ShepHyken

OCTOBER 15, 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. . The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer. (Convince and Convert) Have you ever wondered what causes some companies to earn free publicity from customers who gush about them?

Customer Service 229

Customer Service Automotive Feedback Customer centricity 229

Contact Center Pipeline

OCTOBER 16, 2018

Knowledge Management (KM) may be the single most impactful technology to help centers address key goals: Reduce workload through greater self-service and shorter handle times Improve First-Contact Resolution (FCR) rate, and with it, the customer experience Enable agents to handle increasingly diverse and complex contacts without extensive training and specialization Contact center leadership understands the […].

Management 147

Management Self service Contact Center Technology 147

UJET

OCTOBER 18, 2018

When done right, a conversation with the customer over the phone can be helpful, engaging, and even fun. The problem with voice support is that it can also go terribly wrong, and those are the types of interactions that people hear about.

Customer Experience 156

Customer Experience Customer Support Contact Center Customer Service 156

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

Satrix Solutions

OCTOBER 17, 2018

Budget season and annual planning is here again. That means you are likely evaluating the progress you’ve made over the past year and whether you’ve realized expected outcomes. Now is also the time when many company leaders assess their Net Promoter Score program. What is the first thing that comes to mind? If it’s not total confidence, it’s probably time to revamp your approach, improve your score, and, therefore, your overall customer experience.

Surveys 136

Surveys Feedback Customer Experience Personalization 136

ShepHyken

OCTOBER 16, 2018

From Like to Love. Inspiring Emotional Commitment from Employees and Customers. Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love. They discuss how to create a loving employee culture, the five basic needs of employees, and what millennials want in the workplace. Top Takeaways: Keith says that employees have five basic needs.

Employee engagement 127

Employee engagement Entertainment Marketing Customer Service 127

TechSee

OCTOBER 16, 2018

James wants to water his lawn. He picks up the hose, turns on the water, and a few minutes later…the job is done. Then James installed a smart sprinkler system. Before his lawn can be watered, James needs to make sure his WiFi is enabled, his device is configured to his municipality’s water use guidelines, the programming is set properly to water Monday, Wednesday and Friday from May through September, and the device is connected correctly to other information systems like The Weather Channel so

Self service 138

Self service Wireless Chatbots Entertainment 138

360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is growing. And I agree. Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are.

Customer centricity 144

Customer centricity Customer Experience Sales Marketing 144

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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.

Ansafone

OCTOBER 18, 2018

As more businesses discover the varied benefits of business process outsourcing to strengthen their customer engagement strategies, it is becoming increasingly important to select the right provider to help you become more competitive in the marketplace. Consider these four qualities when researching potential call center partners so that you can make an informed decision that … What To Look For in a Call Center Read More ».

Call Center 134

Call Center Business Process Outsourcing outsourcing Contact Center 134

Steve DiGioia

OCTOBER 15, 2018

…plus my 8 steps to great service. This original article was written by Steve DiGioia. We must all be Service Ambassadors. But too many companies think only a specific department is the “service department” and that’s where they focus their customer service training dollars. New hires are trained, coached, and instructed on the nuances of the business.

Coaching 126

Coaching Brand ambassadors Personalization Customer Service 126

Customer Guru

OCTOBER 16, 2018

Customer Experience is the only true differentiator for brands today. It is a very broad term encompassing various factors. While we believe that no one definition can do justice to this term, we’ve put together a list of definitions of CEx by experts. “ Customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels or products. ” ~ Gartner, World’s leading information technology resea

Customer Experience 129

Customer Experience Analytics Customer Service Technology 129

NICE inContact

OCTOBER 16, 2018

Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way. Call center representatives are a vital part of the front line, there to help customers when they have questions or problems, and as such, they have the power to strengthen (or weaken) the customer relationship. So, how can you ensure that customers who call your company are given the help that they need and that they exit the call feeling positive about the interaction and the company?

Call Center 104

Call Center Customer Service Surveys Self service 104

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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

ProProfs Blog

OCTOBER 18, 2018

96 percent of executives view ineffective communication as the primary reason for workplace failure. This figure shows that there is a dire need for customer support teams and others to communicate with one another effectively. Only then can they fulfil customer requirements; delighting them to do more business. A shared or collaborative email inbox plays a critical role in smoothening the process of communication.

Customer Support 114

Customer Support Customer retention Sales Management 114

VHT

OCTOBER 16, 2018

Call back software was invented in the 1990s to “hold callers’ place in line,” giving them the choice of either being called back as soon as a customer service agent is free or scheduling the return call at whatever time is most convenient for the caller. The benefits of callback are that it eliminates the frustration customers develop while waiting on hold and gives them control of the path their customer journey will take.

Abandon rate 96

Abandon rate Contact Center Construction SaaS 96

360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is growing. And I agree. Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are.

Customer centricity 115

Customer centricity Consulting Consulting Customer Experience 115