Fonolo
MARCH 2, 2021
Tracking is vital to providing a great customer experience and running a call center. But most metrics that contact center managers use to measure agents focus on optimizing them rather than encouraging them. And they usually end up doing neither. Top Contact Center Trends 2021. Your contact center runs on technology , but it’s your agents doing the running.
Upstream Works
MARCH 3, 2021
Next generation technologies for the contact center are readily available and quickly becoming core drivers of digital transformation. While many contact centers are still running on legacy, premise-based technology, the expectations of today’s digital customers have surpassed what these legacy applications can provide. Here are three essential capabilities IT decision makers should consider as part of their digital transformation with cloud and AI technologies.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Interactions
MARCH 4, 2021
Technology can make or break an organization’s success. We’ve all heard of digital transformation success stories– companies that took the leap as early adopters of technology to improve their customer experience and profitability. Failure to embrace digital transformation and technology innovation is cited as one of the reasons why almost half of Fortune 500 companies have failed since 2000.
ShepHyken
MARCH 3, 2021
It’s been almost a year since my last business trip. I’m excited as I’m writing this article because I’m about ready to take the first trip since the COVID-19 lockdown. I reflected on what I love about travel, and even some of what I don’t love. Falling into the latter category of what I don’t love is checking luggage. I’m not sure if there is a term for this phobia, but I have the fear of airlines losing my luggage.
Advertisement
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.
Callminer
MARCH 3, 2021
Read this blog to learn how the right tips and strategies can help your organization deliver positive, effective customer experience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
FEBRUARY 27, 2021
We often hear requests for the best practices in Customer Experience. We understand why, too. Who wants to endure trial and error if there is a tried and true idea guaranteed to get results? However, no tried and true idea always gets results. Instead, there are only expert opinions served as advice about what has worked in the past. These are often the “best practices.” We argue that best practices, no matter how solid a suggestion they are, could use a bit of challenge and a dose o
ShepHyken
MARCH 2, 2021
The Perks of Influencer Marketing. Using Social Media to Build an Engaging Customer Experience. Shep Hyken interviews Elma Beganovich, founder and COO of A&E Digital Marketing. They discuss the importance of influencer marketing in the customer experience. Top Takeaways: Influencer marketing is a way to add to your customer journey. It starts with social media.
Myra Golden Media
MARCH 3, 2021
Chat support is not supposed to be rote like an ATM transaction. The idea is to insert a personal tone so you can build rapport and even delight customers. You can do four things in chat interactions, starting today, to make them more human. One. Use “I,” We,” “You,” “Your” personal pronouns because they instantly make the tone unique.
CX Global Media
MARCH 2, 2021
Customer experience innovation is a constant evolution. What was inventive five years ago could be commonplace today. Being brave enough to be different and make. Read more. The post Unique Customer Experience: How to be Different In Customer Experience appeared first on Customer Experience Strategy and Tactics.
Advertisement
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.
Contact Center Pipeline
MARCH 4, 2021
You would be hard-pressed to find an executive who is a greater champion of contact center agents than Michael Lawder. When he talks about the frontline agent experience, it is easy to see that he has a genuine appreciation and respect for the role—after all, it comes from first-hand knowledge doing the job day in […].
ShepHyken
MARCH 5, 2021
This week we feature an article from Deb Mukherjee , a SaaS marketer with DelightChat. He shares five customer-related applications worthy of taking your eCommerce customer service to the next level. In this day and age, eCommerce is a booming industry. The global eCommerce market size was valued at 9.09 trillion dollars in 2019. As we’re still embracing remote work and social distancing, folks would be purchasing from online stores.
NameShouts
MARCH 3, 2021
Not so long ago, the Internet seemed like a vast, endless landscape, where one could rejoice in connecting with like-minded folk. Security and privacy were concerns, of course, but they were concerns you could handle. That Internet seemed like a place of possibility. But it seems further and further away from reality today. Today’s Internet is a scary place.
CX Global Media
MARCH 3, 2021
If you ever imagine yourself rising as a leader or a customer experience professional, there is a need to carefully consider career tips from already. Read more. The post Career Guidance: 9 Pieces of Advice for Leaders and CX Professionals appeared first on Customer Experience Strategy and Tactics.
Advertisement
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 Pipeline
MARCH 3, 2021
Last year has been one of the craziest years for contact centers and more changes are on the way. If your contact center is like most, you are not able to continue work-from-home any longer than necessary. You may be preparing a plan to start bringing your agents back to your brick-and-mortar centers. We put […].
ShepHyken
MARCH 1, 2021
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. Three Common and Enormous Mistakes Companies Make with Customer Experience (CX) Programs by Augie Ray. (Gartner) I will share three significant ways organizations may seed the eventual downfall of their CX programs in their early days.
Bill Quiseng
MARCH 1, 2021
“You will be the same person in five years as you are today except for the people you meet and the books you read.” Charlie “Tremendous” Jones. Believing in this mantra for years, as an avid reader of the books by Dr. Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary.
CX Global Media
MARCH 3, 2021
Great Customer Experience is like adding heat to CX. Most areas in the United States are generally cold, and you need to bring a little. Read more. The post Great Customer Experience: Tips and tricks You Can Learn To Improve Your CX appeared first on Customer Experience Strategy and Tactics.
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!
Contact Center Pipeline
MARCH 2, 2021
Contact Center Pipeline started 12 years ago, 145 issues ago… in March 2008. We had less than a handful of sponsors… and not any more subscribers than that! We built a website with no content and a database with no subscribers. Shucks… we had more people on our team than we did subscribers! But, we […].
Fonolo
MARCH 4, 2021
Contact center reporting can be stressful for even the most seasoned managers and directors. Even with modern technology, it’s still impossible to predict call volumes and customer demand with full accuracy. But when your team’s performance is being evaluated based on cold hard metrics, it can be downright nerve-wracking to explain the numbers to upper management.
TechSee
MARCH 1, 2021
“Do you want to SuperSize that?” and “Do you want fries with that?” These lines – uttered with every Mickey D order – are probably the most famous upsell and cross-sell out there. But the days of relying on sales staff to entice customers to re-open their wallets are coming to an end. The rise of new digital engagement channels is making it easier than ever for Customer Service staff to do the (selling) deed, while pushing the CX to the next level.
CX Global Media
MARCH 2, 2021
Micro-commitments is generally a subject area that I find controversial. It always stirs up passionate discussion. However, I think the discussion helps to create a. Read more. The post Customer Experience Culture: How to Use Micro-commitments to Improve CX appeared first on Customer Experience Strategy and Tactics.
Advertisement
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.
Nextiva
MARCH 5, 2021
Many companies leverage customer service automation to improve their support agent productivity. It aims to help customers with fewer live human interactions. It also insulates businesses from high call volumes, speeds up customer service processes, and minimizes human error. Although, there are drawbacks to automated customer service, such as its lack of human connection and […].
TELUS International
MARCH 1, 2021
COVID-19 fundamentally changed the retail industry. Discover how some retailers embraced tech and digital solutions to reimagine the customer experience.
GetFeedback
MARCH 1, 2021
Best practices, pitfalls, and next steps for leveraging a CX maturity model at your organization.
CX Global Media
MARCH 2, 2021
How you operate, relate, and work as an organization affects your employee experience and shows up in the customer experience. The deliverables also exhibit the conduct. Read more. The post Employee Experience: Great Employee Experience = Great Customer Experience? appeared first on Customer Experience Strategy and Tactics.
Advertisement
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.
Alorica
MARCH 4, 2021
Listen to Podcast Here’s the deal, customer service gets a bad rap, but the truth is that when done well, solving customers’ needs is awesome, and when you can actually give them a good experience and make their day, that’s just icing on the cake. Reaching that outcome takes work, though, and the market for how customer service outsourcing is conducted has been changing over the last few years.
TeleDirect
MARCH 1, 2021
Robots are taking over everything, right? Manufacturing automation. Fast food restaurants. Even call centers. Much like factory workers and burger flippers, call center agents will soon be tossed into the ash-heap of history. Not so fast. While it certainly has its place in contact center platforms, artificial intelligence (AI) still has a few downsides.
Tethr
MARCH 5, 2021
Customer loyalty. It’s the white whale of the service world, ever more elusive here in the digital age. Your customers now have a wealth of product and service options just a few clicks away, and as a result, it has become almost impossible to keep a customer loyal. Strategies for building customer loyalty can be expensive or inefficient , and few seem to have settled on a strategy that actually works.
Expert insights. Personalized for you.
148 
Let's personalize your content