Brad Cleveland Blog
APRIL 4, 2018
Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately. Some relatively simple analysis can go a long way toward tightening up your projections.
Call Center Weekly
APRIL 6, 2018
By Michael Sherlock “Do you care about the environment?” he asked while trying to step in front of me politely while I attempted to entre Whole Foods. Damn! I made eye contact. “Do you care about saving homeless starving dogs?” she asked, while I tried to get across the street before the light changed. Damn! I made eye contact again. “Your shoes are awesome!
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ShepHyken
APRIL 4, 2018
I’ve got good news and bad news for you. The good news is that you no longer have to keep up with your competition; the bad news is that now you have to keep up with your customer – meaning your customer’s expectation of the service that makes you competitive. Perhaps you just heard that your competitor is working hard to take away business from you – maybe they’re announcing a new product; maybe they’re advertising a major sale; maybe they’re opening a new location.
Callminer
APRIL 4, 2018
Have you heard about the General Data Protection Regulation? It’s important to understand if or how this new legislation is going to affect your business and ask yourself: are you ready for GDPR?
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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
APRIL 6, 2018
Why do customers ask for multiple competitive quotes? When they get them how do they decide what to buy? Customers have a natural tendency to avoid extremes. How can you use this to your advantage? The post Why Do Customers Ask For Competitive Quotes? appeared first on.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
APRIL 6, 2018
This week we feature an article by Anand Srinivasan who looks at a few ways a business can keep tabs on the customer experience through continuous testing. – Shep Hyken. Continuous testing is a term that is commonly associated with software development. The objective of this process is to reduce the time it takes for developers to gather user feedback data and use it to tweak the product.
Callminer
APRIL 2, 2018
We’ve rounded up 101 expert tips to help you leave a lasting, positive impact by creating an innovative, meaningful customer experience.
Contact Center Pipeline
APRIL 5, 2018
Companies that utilize contact centers understand the value of maintaining skilled employees, since customer service tends to be an industry with a high amount of worker “churn.” The health and well-being of contact center personnel is therefore a high priority. This becomes especially notable as media reports reveal the health disadvantages of sedentary work styles. […].
Lumoa
APRIL 3, 2018
How do you make important or day-to-day consumer decisions in your life? Whom would you consult if you were choosing a hairdresser's saloon or a new car to buy? 83% of customers would trust recommendations from the people they know : colleagues, family, friends, etc. Often, we believe that people closer to us can give us a better advice when choosing a product or service.
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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.
ShepHyken
MARCH 31, 2018
Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially.
aircall
APRIL 6, 2018
“Sell me this pen.”. Leonardo DiCaprio’s demand at the end of Wolf of Wall Street illustrates a truth about sales. The objective is to create a scenario where a lead sees the pen (and its provider) as a means to a greater goal. Once that relationship is established, selling becomes infinitely easier. Unfortunately, most companies still only have a single department dedicated to capitalizing on that advantage.
Contact Center Pipeline
APRIL 6, 2018
This is my own personal idiom… and it will be the basis of my Idiom Insights columns for 2018. The contact center industry is facing serious challenges when it comes to the customer experience. Regardless of the amount of customer experience chatter taking place at the executive level, the ability to operationalize the experience continues […].
C3Centricity
APRIL 2, 2018
What’s your gut response to the title question about eliminating Market Research Departments? Yes? No? It depends? I am probably in the third camp. No, if it is a department that integrates and analyses information from multiple sources, and then delivers actionable insights and recommendations. Yes, if it is the traditional market research department.
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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.
ShepHyken
APRIL 3, 2018
Could You Benefit from Virtual Power Teams? What could virtual power teams do for you? Shep Hyken sits down with Peter Ivanov, author of Virtual Power Teams , and discusses the benefits of teams that are spread across the globe but joined by one central focus. ? ? ?. . Top Takeaways: A virtual power team is a team that has a strong gravity, a group of people bound by one central purpose, working together toward one central goal.
OctopusTech
APRIL 2, 2018
Call center monitoring is an ongoing procedure of collecting data, analyzing it and giving feedback. Since it directly affects the customer satisfaction , employee retention, and your bottom line, it is essential to carefully navigate the implementation of certain KPIs or Key Performance Indicators into your call center working strategy to work to your advantage.
Contact Center Pipeline
APRIL 4, 2018
Spring has sprung here in Annapolis, MD. The little peepers are singing at the top of their lungs in the evening letting us all know that spring is finally here. Their singing tells us it’s time for growth and renewal. What’s better than empowering and engaging our agents to achieve growth and renewal? FEATURE ARTICLE […].
Customer Guru
APRIL 5, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.
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!
ShepHyken
APRIL 2, 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. Three Important Considerations for Customer Service Surveys by Paul Selby. (CustomerThink) A lot has been written on performing customer service or customer satisfaction surveys.
Customer Service Life
APRIL 4, 2018
Episode #53 features our first repeat guest. Yay! It’s always a great day when we get to talk customer service with our good friend Leslie O’Flahavan. Leslie is the owner of E-WRITE and the foremost expert on writing for customer service. In this episode we first talk about one thing we’d rather make than buy from the store and then we dive into this #FreeToHelp movement that Jenny and Leslie started.
Fonolo
APRIL 4, 2018
Apple announced “Business Chat” in June, staking a claim to a vital piece of the ecommerce landscape: the channel for customer service communication. The product went into live beta this week with about 10 companies participating, and the timing could not be better for Apple. Facebook, their main rival in this field, is bloodied from weeks of bad press over privacy issues.
Customer Guru
APRIL 3, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.
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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.
Influitive
APRIL 6, 2018
You’ve probably heard it declared that “customer service is the new marketing” on several prolific business blogs. In an age where bad experiences can easily go viral on social media, it’s a pretty accurate sentiment. Brands should be investing in effective, empathetic service teams if they want to generate more positive word of mouth in our.
Aspect
APRIL 4, 2018
Last week, in the wake of the Cambridge Analytica scandal several companies and celebrities, including SpaceX, Playboy, Will Farrell and Cher left Facebook. Meanwhile, Facebook put a temporary pause on its app review process for new Messenger chatbots. Which means developers are currently unable to launch new automated messaging experiences on the Facebook ecosystem.
Fonolo
APRIL 5, 2018
They say the key to any healthy human relationship is effective communication. This principle also applies to the relationship between a customer and a customer service or sales representative. Active listening is the foundation of effective communication. Behind every customer call is a real person, looking for guidance or a solution to a problem. It’s critical to engage in active listening in order to make that person feel truly heard, understood, and served.
Up Your Service
APRIL 1, 2018
UP! Your Service is a global education and consulting company. We help leaders and companies all over the world achieve two primary outcomes: First, improve your customer’s experience – to help you attract customers, keep customers, generate solid business results, and maintain a positive reputation for service. Second, build a strong and sustainable culture that provides a great place to work, for everyone who works in or with your organization.
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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 Matters
APRIL 3, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to TriCare for earning the top customer experience score in the health plan industry.
Kristina Evey
APRIL 5, 2018
Service After the Sale Matters. How many customers did you lose today? It may be a hard question to answer. The answer may lie in the question – How many poor experiences did your customers encounter today while working with your company? 89% of consumers began purchasing from a competitor following a poor experience (RightNow Technologies). Based on the size of your company and number of staff working with customers – front line, contracts, sales, billing, service techs, etc –
Nexmo
APRIL 4, 2018
“Way a communication two is street.” Effective communication requires more than just a compilation of words. It requires context, nuance, and most importantly an understanding of who said what and when. Without these considerations, any statement or conversation between two parties can start to resemble the broken gibberish above as opposed to the cohesive sentence that it […].
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