bold360 Blog
FEBRUARY 27, 2019
Buy local, shop brick and mortar, boycott fast fashion—more and more, people are choosing to support their fellow human beings with their shopping dollars. So, it’s not surprising that there’s a backlash against AI brewing, out of fear that bots will edge humans out of customer service jobs. That fear, however, is based on the misconception that bots can do all the same things humans can.
SharpenCX
FEBRUARY 26, 2019
Too few responses to your customer satisfaction surveys is your kryptonite. Lack of input from your customers puts you on the shortlist to deliver customer experiences that don’t meet expectations. Your customer satisfaction surveys give you a channel to solicit. Read More. The post 7 Ways to Encourage Customers to Take Customer Satisfaction Surveys appeared first on Sharpen Contact Center Software.
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Noble Systems
FEBRUARY 24, 2019
Agent attrition is an epidemic that contact center leaders have unsuccessfully tried to remedy for years. To solve outbreaks caused by contaminated food, The Centers for Disease Control and Prevention (CDC) uses three types of information: epidemiologic; traceback; food and environmental testing. Each piece of information provides a clue about what may be causing an outbreak.
ShepHyken
FEBRUARY 27, 2019
Earlier this year, I had the pleasure and honor of being the keynote presentation for River Valley Bank, soon to be Incredible Bank , as they merge the names of their brick-and-mortar banks and their online bank. I love that word, incredible , almost as much as my favorite word, amazing. If someone told you the customer service at a bank was incredible, you would only think positive things.
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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.
Beyond Philosophy
FEBRUARY 25, 2019
I talk a lot about how people are irrational and have presented evidence for it. Most people can get on board with the idea that we are not robots that are purely rational. Some people do push back on the idea that people are not rational. Typically, they are more rational-types. These non-believers throw up their hands and say, “Well, if we are all just mindless animals, are we going to treat people like dogs?”.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
FEBRUARY 27, 2019
Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. Essentially, the process of finding the voice of the customer can be done a number of ways, using many different methods. However, the goal of this market research is to find the expectations, likes and dislikes of customers regarding particular products or services.
ShepHyken
FEBRUARY 26, 2019
Customer Feedback 101. Seeing Your Business Through the Eyes of the Customer. Shep Hyken interviews Jeff Robbins. They discuss the importance of customer feedback, the most effective surveys, and how to use these tools to create customer loyalty and improve your business. In Shep’s Opening Monologue… He discusses the best way to get customer feedback.
Beyond Philosophy
MARCH 1, 2019
A significant influence on your Customer Experience outcome is how customers feel during your experience. In our global Customer Experience consultancy, we say that emotions are over 50 percent of a Customer Experience. For good or ill, customer feelings have a profound effect on how they remember your experience also. Despite my belief and routine pronouncement of these facts, I am astonished by how many companies don’t bother with measuring customer emotions.
Contact Center Pipeline
FEBRUARY 26, 2019
As an initial point of contact with your brand, customer service reps must be able to provide an excellent customer experience and resolve problems fairly and efficiently while showing empathy to every caller. It’s clear that a positive attitude is paramount in customer service, but not just for the benefit of the customer. It’s also […].
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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.
Callminer
FEBRUARY 26, 2019
I was prompted by a BBC.com articled entitled ‘ Which banks do customers love or hate? ’ to think about the impact of a call center on the emotional divide the article highlights. The research by the UK’s Competition and Markets Authority (CMA) into the customer service rankings of 16 UK banks shows a whopping 36% difference between the highest and lowest scoring banks.
ShepHyken
FEBRUARY 25, 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. 3 Lessons From a Customer Service Failure by Jill Schiefelbein. (Entrepreneur) Every brand touchpoint is important. Every interaction is a chance for your employees to communicate the experience that your brand provides.
ProProfs Blog
MARCH 1, 2019
Customer support has become the topmost goal for any business. No company can afford to ignore the growing significance of customer support in times of today. Your competitors go from post to pillar to get hold of your customers. Customers prefer brands that delight them with excellent customer service and faster issue resolution. Here’s a sneak-peek into the interview that we conducted with Annette Franz, CCXP; founder and CEO, CX Journey Inc.
Contact Center Pipeline
FEBRUARY 28, 2019
February may have been short on days, but it wasn’t lacking useful content for running your contact center operation. Popular posts in the past month included topics on training tools, WFM tips to ensure schedule compliance, a look at key technologies at the top of every contact center’s must-have list, interesting findings from our recent […].
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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.
Callminer
FEBRUARY 25, 2019
Read three things I think your call center could do to drive higher levels of customer satisfaction.
Nextiva
FEBRUARY 28, 2019
Work remote often? We’ve got you covered with 25 of our favorite working from home tips for you to implement into your daily routine. Working from the comfort of your couch, home office, or bed, offers flexibility and work-life balance that most professionals desire. After all, who wouldn’t want to work whenever they wanted, on […]. The post 25 Working from Home Tips to Slam-Dunk Tasks [2019 Update] appeared first on Business VoIP, Customer Experience, Sales & Marketing Content -
Customer Contact Central Submitted Articles
FEBRUARY 27, 2019
With the rise in such a variety of communication devices, does the Contact Centre really have a future? In today’s society, we take for granted the vast amount of smart technology that surround us, and over the years the decline in ‘offline’ communication, for example phone calls, suggests the direction that our future is heading.
Contact Center Pipeline
FEBRUARY 27, 2019
There are a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents. Having had exposure to many of these, DiSC is my top choice with the most significant impact. Having now studied DiSC and received my credentials as a certified facilitator, there is no mystery […].
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!
BlueOcean
FEBRUARY 25, 2019
Quick, how many services or memberships do you subscribe to? One? Two? Twenty? You know your wallet is stuffed with membership cards (roadside assistance, your local gym, and Costco) and your front porch welcomes monthly subscription boxes (Blue Apron, Trunk Club, and Honest Essentials), while your go-to entertainment is no longer cable TV but subscription-based media (Netflix, Hulu, and Amazon Prime.
TechSee
FEBRUARY 26, 2019
To stay ahead of the game and see off rising competition from new market entrants, leading telecommunications providers know that customer experience is the new battleground. The ability to create personalized, seamless journeys has emerged as not merely a key differentiator, but a must-have weapon in their arsenals. It’s the key to enhancing customer experience in telecoms, right across the board.
Nexmo
FEBRUARY 25, 2019
Why do I love being an engineer at Nexmo, the Vonage API Platform? Because I get to work not only on the real-time communication tech we build but also on integrations with other amazing technologies. Case in point: Nexmo just became the preferred voice integration partner for IBM Voice Gateway, a SIP endpoint that you […]. The post Build Watson-enhanced Voice Agents on IBM Cloud with Nexmo appeared first on Nexmo.
Kristina Evey
FEBRUARY 27, 2019
I’m often asked what I consider the single most important thing to do in Customer Experience work. Lately, my response … Read More Treat Your Customer Facing Staff Like Royalty. The post Treat Your Customer Facing Staff Like Royalty appeared first on Kristina Evey.
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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.
CrazyCall
FEBRUARY 26, 2019
Think of how you answer each of the calls you receive. When it’s your mom calling, you probably start with something like “Hey mom, how are you doing?”. If it’s your mate, most likely you answer with “Yo, dawg! What’s up?”. And when it happens that you get a call directly from your boss, I guess you go with something like “Yes boss? What’s the issue?
Transparent BPO
FEBRUARY 27, 2019
The Philippines has worn the offshore outsourcing crown for years, having claimed it from India in 2012. The country’s BPO sector is so strong the LA Times called it the “call center capital of the world.” But the king’s crown doesn’t fit quite so well these days as more and more companies move their customer […] The post Nearshore Outsourcing: Building a Business Case appeared first on Transparent BPO.
Nextiva
MARCH 1, 2019
Anyone who has spent time looking into a business phone service has probably heard of a softphone. So, chances are you’ve already asked yourself, what is a softphone? How does it different from regular IP phones? And do you really need one? Keep reading for the answers to all of those questions, and more. Or […]. The post What is a Softphone? Definition, 12 Best Features, Benefits & More appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog
Eptica
FEBRUARY 27, 2019
Date: Wednesday, February 27, 2019 Author: Pauline Ashenden - Marketing Manager 5 books to help you build trust across the customer journey. Published on: February 27, 2019. Author: Pauline Ashenden - Marketing Manager In the fast moving world of customer experience keeping up to date with the latest thinking and ideas is vital. But with a huge range of books now available, and a limited amount of time, how can you ensure you are reading the most important titles for your business and career?
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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.
CrazyCall
FEBRUARY 28, 2019
Imagine having a job and not knowing whether you are doing well or not. That’s exactly how it looks like when you don’t get feedback at work. When no one criticizes you nor praises you won’t have a clue whether you are on the right way to achieve the expected goals. Managers and team leaders should focus on providing constructive feedback in order to optimize the work of their employees as well as their own efforts.
Fonolo
FEBRUARY 27, 2019
The cloud has radically transformed the call center industry. The shift, now firmly in its second decade, is accepted as conventional wisdom. You rarely find people arguing the merits of premise-based call centers. But there’s no denying the fact that many premise-based systems are still sold and deployed, especially for larger call centers. It seems companies are fearful of touting any non-cloud successes because the knee-jerk reaction is to label that as anti-progress.
Nextiva
FEBRUARY 26, 2019
Even the most secure systems — including blockchains — are prone to breaches. Professional hackers and cyber criminals carry out many of these breaches but you don’t need high-tech skills and equipment to penetrate a computer network. A little dose of social engineering would do. We learn this lesson from ancient history to the latest […]. The post What Your Business Needs to Know About Social Engineering Attacks appeared first on Business VoIP, Customer Experience, Sales & Marketing C
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