Call Center Pros

OCTOBER 22, 2018

Everyone who works in customer service has been found in the cumbersome task of having to say no to a customer occasionally. There are situations where we can’t avoid this difficult task. Either because we do not provide exactly the service that the client needs, because we do not have the operational capacity at that moment or simply because it is not the type of client we would like to work with, it is essential to do it in the right way.

Sales 74

Sales Technical Support Customer Service Marketing 74

Contact Center Pipeline

OCTOBER 25, 2018

In my 25 years in the contact center industry, I have seen a lot of drama. Before I knew how to handle it, I watched it do real damage to teams and organizations. It usually starts with increased attrition and distracted and disengaged employees, and ends with poor performance and spiraling customer satisfaction. In this […].

Customer Service 127

Customer Service Contact Center Morale Employee engagement 127

OctopusTech

OCTOBER 24, 2018

Call centers generally experience a much higher than normal call volumes during the holiday seasons. So, if you too belong to the customer service industry then I believe its not at all difficult to imagine the environment inside a typical call center on such busy days, phones ringing off their hooks, ticket volumes at an all-time high, email inbox nearly full, frantic callers with last minute requests.

Customer Service 70

Customer Service Multichannel outsourcing Call Center 70

Beyond Philosophy

OCTOBER 25, 2018

Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? What aspects of the experience should you focus your efforts to improve?

Customer centricity 614

Customer centricity Customer Experience Consulting Consulting 614

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Sales

ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What company or organization comes to mind? What about the service experience was extraordinary?

Consulting 293

Consulting Consulting Sales Marketing 293

Steve DiGioia

OCTOBER 22, 2018

This original article was written by Steve DiGioia. I don’t like seeing tip cups on store counters in coffee shops. Some think it’s tacky, but others think it’s perfectly justified. What about you? Why should I tip someone for making me a cup of coffee ? I don’t tip my dry cleaner who cleaned and pressed all my shirts perfectly, greeted me warmly as I entered his store and always offers to carry our clothes to the car when my wife stops in.

Customer Service 36

Customer Service 36

Beyond Philosophy

OCTOBER 26, 2018

Some people spend a great deal on money on expensive products just so they can be seen using them. Other people buy very cheap items. Both of these groups could be ‘consuming conspicuously’ What does this mean and how can you use this to move your customer experience to the next level? Colin will reveal how you can benchmark your organizational performance against other companies to determine how you are doing in the new world of behavioural economics and customer experience.

Benchmark 207

Benchmark Personalization Customer Experience 207

ShepHyken

OCTOBER 22, 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. Pizza store employee makes 225-mile delivery to man on hospice by Brad Devereaux. (Kalamazoo News) For Julie Morgan and Rich Morgan of Indianapolis, it was the nice gesture that came with two pizzas delivered from their favorite pizzeria soon after they learned that R

Customer Service 57

Customer Service Chatbots Consulting Consulting 57

Callminer

OCTOBER 21, 2018

There are a significant range of features and benefits within speech analytics software solutions that should be considered for virtually any organization.

Analytics 182

Analytics Enterprise 182

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Contact Center

TechSee

OCTOBER 23, 2018

Hello. Thanks for calling our Hotel. How may I help you? Vs. Good morning, Laura. I see you are a Loyalty member since 2007, and have stayed at our property in London every year around this time. Are you calling to make another reservation? If so, I see you have 345 Loyalty points available to use towards your stay. Personalization as a driver in customer service.

Personalization 157

Personalization Customer Service Chatbots Analytics 157

CX Accelerator

OCTOBER 25, 2018

What a fantastic couple of days at the Arizona Biltmore. Despite a general soreness from impromptu desert hiking in the picture above, as well as a beard full of whipped topping from the “Wild West Olympics”, it was a remarkable event. Naturally, Customer Experience and AI were on the tip of everyone’s tongue. There is no doubt that the contact center industry is poised for massive changes.

Journey mapping 140

Journey mapping Metrics Contact Center Benchmark 140

ShepHyken

OCTOBER 24, 2018

I had the wonderful opportunity to interview Sam Stern , a principal analyst at Forrester Research for my Amazing Business Radio show. One of the ideas we discussed was Daniel Kahneman’s Peak-end rule. The short version of this concept, applied to customer interactions, is that customers judge their experience on how they felt at its peak and at its end.

Automotive 280

Automotive Surveys Customer Experience Customer Service 280

Contact Center Pipeline

OCTOBER 23, 2018

In an ideal world, first-contact resolution (FCR) metrics reflect the customer’s perspective. They capture the center’s ability to resolve the customer’s inquiry within each channel as well as track movement across channels. They establish links across multiple contacts if it takes more than one interaction to put matters to rest. And the underlying calculations are […].

Metrics 138

Metrics CRM Call Center Contact Center 138

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Customer Service

Call Center Weekly

OCTOBER 25, 2018

When hiring new agents, how quickly the agent can begin making a meaningful contribution is always a concern. After training, it is not logical to assume an agent is ready to begin taking phone calls. Unfortunately, managers may look at call volume, handle times and other similar metrics in making a decision to prematurely put new hires in contact with customers.

Customer Service 136

Customer Service Government Feedback Contact Center 136

ProProfs Blog

OCTOBER 26, 2018

Busy streets, decorated stores, crowded bars, and an atmosphere filled with laughter – it’s holiday season. And it’s just around the corner. Like every year, you’ve pulled your sleeves up to tackle all customer queries efficiently. You’ve got your support operators in place to ensure that no question goes unanswered. But how about making this holiday season a memorable one for your customers?

Customer Experience 119

Customer Experience Sales Marketing Accountability 119

ShepHyken

OCTOBER 23, 2018

It’s All About CEX. Building a Community of Champions. Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.

Chief Customer Officer 257

Chief Customer Officer Telecommunications Feedback Marketing 257

Aspect

OCTOBER 23, 2018

While contact center agents might be ready to jump head first into the gig economy, contact center management is a bit more reluctant, and for good reason. Having on-demand customer service agents isn’t as simple as engaging drivers for Uber. Before making the transition to gig workers, it is important to explore the differences between managing employee-agents and on-demand agents.

Gamification 113

Gamification Contact Center Management Technology 113

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Customer Experience

Eptica

OCTOBER 24, 2018

Date: Wednesday, October 24, 2018 Author: Anne-Claire Bellec - Marketing Director Creating the customer service agents of the future. Published on: October 24, 2018. Author: Anne-Claire Bellec - Marketing Director Customer service is changing dramatically, with the rise of artificial intelligence (AI) and automation leading more and more consumers to interact with brands through technologies such as self-service.

Customer Service 113

Customer Service Multichannel Self service Best practices 113

Fonolo

OCTOBER 24, 2018

A year ago, the CPaaS (Communications Platform as a Service) space seemed settled into comfortable middle-age. Twilio had won the game in terms of “API for sending messages and making calls” Nexmo had been acquired by Vonage. Tropo by Cisco. Zang by Avaya. But, it turns out that this was just a pause before the next verse in this tune. Twilio launched an ambitious expansion “up the food chain” with a call center platform in March (which went live this week), invested heav

APIs 103

APIs Call Center industry standards Service level 103

ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What company or organization comes to mind? What about the service experience was extraordinary?

Consulting 129

Consulting Consulting Sales Marketing 129

Contact Center Pipeline

OCTOBER 24, 2018

A CCaaS Solutions Provider’s CEO Offers His Thoughts on the 2018 Contact Center Technology Survey Findings As the second line of the 2018 Contact Center Technology Survey special report puts it, “Some things never change.” Every year, it is amazing to see an obvious disconnect between the way organizations select their contact center technology and […].

Technology 100

Technology Contact Center Surveys Call Center 100

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Sales

Customer Experience Matters

OCTOBER 24, 2018

I’m thrilled to announce that Temkin Group has been acquired by Qualtrics. Together, our goal is to create the world’s premiere center of excellence for all things experience management (XM). This new center––the Qualtrics XM Institute––brings together the industry’s foremost thought leaders to help shape the future of experience management, establish and publish best-practices, drive product innovation, and enable certification and training programs that further build a community of XM professi

Benchmark 92

Benchmark Best practices Customer Experience Management 92

C3Centricity

OCTOBER 22, 2018

If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers in your industry name and well healthcare’s reputation is not that great. But think again. I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere!

Healthcare 91

Healthcare Customer Service Customer centricity CRM 91

ShepHyken

OCTOBER 23, 2018

It’s All About CEX. Building a Community of Champions. Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.

Chief Customer Officer 120

Chief Customer Officer Telecommunications Feedback Marketing 120

Alorica

OCTOBER 23, 2018

Applicants Benefit from a People-First Culture and Paid Training in Kingston and Portmore KINGSTON, Jamaica – (Oct. 23, 2018) – Alorica Inc., one of the world’s largest customer service providers, today announced it has expanded its flagship Jamaica contact center in Kingston and is hiring thousands of locals at both of its locations. This business strategy accommodates growing demand for business.

Contact Center 90

Contact Center Customer Service 90

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Technology

GetFeedback

OCTOBER 26, 2018

The modern customer expects instant support from a real person—can you provide that? .

Customer Support 90

Customer Support Personalization 90

Cyara

OCTOBER 26, 2018

This is the second of a two-part interview with Dr. Nicole Forsgren, CEO and chief scientist at DevOps Research and Assessment (DORA). In the first post we dove into some insights from her latest report: Accelerate: State of DevOps. And in this post we follow up with a discussion of the importance of Agile and DevOps methodologies to customer experience.

Customer Experience 173

Customer Experience Contact Center 173

Fonolo

OCTOBER 23, 2018

“I just want to speak to a real person” has become a token phrase used by people during almost any type of automated customer service experience. Even so, gone are the days when talking to ‘a real person’ is the customer’s preference: Today, 70% of customers expect self-service options and most brands are taking note. Customer Self Service, or CSS, is any type of electronic or automated support that allows customers to find answers or resolve problems without having to connect with a customer se

Self service 85

Self service Interactive Voice Response Call Center industry standards 85