Pipkins
JANUARY 14, 2019
When it comes to purchasing a WFM software suite, making the right choice can be reason to celebrate due to the positive impact on not just your contact center operations, but your entire organization. Choosing the right workforce management or WFM software suite can be a critical factor in a company’s success. Beware of buying products that look good on the outside but are lacking on the inside.
Customer Service Life
JANUARY 15, 2019
This article was originally published on the FCR blog on December 10, 2018. Click here to read the original. Over the past year or so I’ve had many conversations about contact center quality assurance — some of which I’ve shared in past articles. As I was scanning my list of blog post ideas, I realized I had some miscellaneous thoughts that fit under the quality umbrella and it’s about time we discuss them.
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Myra Golden Media
JANUARY 15, 2019
One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience. The way YOU do that is, you go into discussions with your employees with a plan, and with confidence. I’m going to give you a 3-step method for how to talk to your employees about a problem, be that problem attitude, attendance, the way they interact with customers, anything.
CX Global Media
JANUARY 15, 2019
Some wars seem to rage on forever. Whether you’re fighting the battle to stop eating that dessert you love that’s bad for you, or you continuously battle a war with contact center agent performance, it’s time for you to enjoy the sweet taste of victory. In more than twenty years in the contact center industry, improving agent performance has always been a major focus.
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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
JANUARY 16, 2019
I have always been surprised by the massive wealth of data in academia that doesn’t get used. The reason, I believe, is the language. The way academic research is written is like a reading a legal brief; it’s impenetrable. You come away from it thinking the person who wrote it is very clever, but don’t understand what he or she said at all. My co-author and podcast co-host Professor Ryan Hamilton jokes that academic research is not written for a human audience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
JANUARY 16, 2019
Absenteeism is a pain, we all know that. According to Benchmark Portal, absenteeism equates to 6.48% of all scheduled hours in a contact center. Everyone is looking for a silver bullet to stop absenteeism. A quick Google search brings up thousands of articles with countless ideas for reducing absenteeism. Suffice it to say, there is […].
Callminer
JANUARY 13, 2019
Contact centers with engaged employees often cite better productivity and higher levels of employee happiness, improved customer service and retention, and, of course, higher profits.
Beyond Philosophy
JANUARY 15, 2019
Are You a Risk Taker? We all have varying levels of risk tolerance. When we shy away from risk, we call that risk-aversion. This episode of The Intuitive Customer discusses the concept of risk aversion and how it affects customers’ behavior in your Customer Experience. People like sure bets better that come with less significant gains over risky ventures, even when the risky venture proposes a substantial benefit.
ShepHyken
JANUARY 14, 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. Ten top tips for building a customer-driven company in 2019 by cp2experience. (cp2experience) I have framed all my top tips around the benefits to customers (and employees) and identified how technology can support the delivery of an enhanced, competitively distinct
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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.
Myra Golden Media
JANUARY 16, 2019
One of the things I’m working on for you in 2019 is giving you tools to help you coach your employees and hold them accountable, so they’re positioned to deliver the best possible customer experience. Eliminate Your Fears and Doubts About Coaching. No one likes to talk to employees about unacceptable performance, but for a lot of us, talking to people about problems with performance is a regular part of managing.
Contact Center Pipeline
JANUARY 17, 2019
Company cultures and leadership styles tend to shift over the years as they adapt to the behaviors and expectations of the dominant generation in the workforce. This is evidenced today by a rise in employee-centric values and transparent leadership practices among senior executives across industries (courtesy of the millennials). While the millennial generation’s workplace expectations […].
Call Center Weekly
JANUARY 16, 2019
By Diana Aviles Sometimes, you just get stuck. You sit there at your desk trying to come up with every way possible a person can say something with the hope that it will help make some progress on getting your category or query to pass validation. But like Pac-Man, you keep getting hit by the ghosts repeatedly dying. I think it’s important to slow things down and be honest with everyone.
ShepHyken
JANUARY 15, 2019
The Business of Emotion. Striking a Balance Between Technology and Human Connection. Shep Hyken interviews Rebecca Martin. They discuss the role of technology in customer service, how emotion can drive customer loyalty, and how marketers and contact center workers can help each other in building the ideal customer journey. In Shep’s Opening Monologue… He gives advice on how to create an amazing customer experience.
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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.
Myra Golden Media
JANUARY 14, 2019
Talking to employees about problem performance, and getting them to change is hard – unless you do four things very well. Here’s what I wish everyone knew about addressing unacceptable employee performance. You have to have a plan; otherwise, you’ll get off track, and our employees won’t make changes. Coach like a coach. Don’t try to be friends with employees.
Lumoa
JANUARY 17, 2019
Wondering what is the optimal way to measure customer experience? Choosing customer experience metric seems to be a complex process? Don't let the variety trick you. Start collecting customer feedback and measuring customer experience with a simple and easy KPIs and metrics!
ProProfs Blog
JANUARY 17, 2019
Live Chat is often misconstrued as a tool only used by premium websites owned by large enterprises. Most of you may think that it isn’t easy to set up a 24*7 live support system. Right? Well, that’s not true in all the cases. ProProfs Chat , when integrated with WordPress makes real-time communication with website visitors simple for you. The chat plugin helps you gain an additional edge over your competitors, thus making lead nurturing and acquisition a hassle-free process.
Nextiva
JANUARY 14, 2019
Product reliability and quality have become near-commodities in our world. The challenge then, for a business, is to find another way to differentiate yourself. And one of the best ways to truly engage customers is to connect with them via superior customer service. Today, let’s look at a variety of companies whose have succeeded by […]. The post 10 Real-Life Customer Service Examples and Tips to Grow Your Fan Base appeared first on Business VoIP, Customer Experience, Sales & Marketing
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!
Myra Golden Media
JANUARY 15, 2019
For two years I’ve partnered with LinkedIn Learning to create courses to help employees be more assured and skilled in their ability to handle demanding customers. Here are some fun behind the scenes photos from last week’s visit to film two new training courses. Brilliant make-up artist, Tomeko, keeps me looking good on the set. What I like about being on set is filming only from the waist up.
Lumoa
JANUARY 13, 2019
Did you know that NPS is the most popular customer experience metric? Find out the latest NPS data and statistics to power up your customer experience strategy in 2019!
Contact Center Pipeline
JANUARY 15, 2019
Anyone who manages, or has managed, a school or community athletic program no doubt is already aware of Gopher Sport’s products and their reputation for exceptional customer service. As a leading supplier of sports, physical education, fitness and early childhood products, the company has stood behind its products since 1947 with its unconditional 100% satisfaction […].
Nextiva
JANUARY 15, 2019
When customers speak, brands listen. That’s the baseline for doing business in a customer-centric economy. That’s why you just can’t emphasize the importance of customer reviews! Customer reviews have come a long way from simple word-of-mouth recommendations to published online assessments dissecting your product. Through social media and customer review sites, customers easily share their […].
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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.
ProProfs Blog
JANUARY 16, 2019
English is the global language of business, travel, and pleasure. Yet English is only spoken by 20% of the world’s population. That’s roughly around 1.5 billion people out of which only 360 million are native English speakers. Putting that into context, a native English speaker is less than 5% out of the global population of 7 billion people. Doesn’t look like the most widely spoken language anymore, does it?
SharpenCX
JANUARY 16, 2019
Let’s play a game of good news/bad news. Bad news first: too much customer churn is detrimental to business growth. The good news? As a contact center manager, you can deliver a positive customer service experience to reduce customer churn. Read More. The post 7 Fail-Proof Methods to Reduce Customer Churn appeared first on Sharpen Contact Center Software.
Integrity Solutions
JANUARY 14, 2019
Any company can put words on paper and talk about what their values are. But if people aren’t living business integrity in everything they do, it won’t matter what you say. “If you have integrity, nothing else matters. If you don’t have integrity, nothing else matters.” – Former Senator Alan K. Simpson. Integrity is important for businesses and individuals alike.
Nextiva
JANUARY 16, 2019
If you’ve just started a small business or are looking to expand yours, one of the first things you’re probably thinking about is this — how do I get a business phone number? When it comes to standing out from the crowd, having a personalized business phone number can make all the difference. There are […]. The post Your 3-Step Guide to Getting a Business Phone Number: Fast, Easy, and Secure appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.
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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.
ProProfs Blog
JANUARY 18, 2019
I came across a quote on the internet the other day, and it struck a chord. It said, “The customer’s perception is your reality”. We present a brand image to our customer of who we are, but in the end, the reality is what the customer views it to be. Companies have realized the importance of this, which is evident from the increase in customer satisfaction and retention programs.
ijgolding
JANUARY 14, 2019
According to Wikipedia , the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a relationship declines after around year seven of a marriage. The phrase originated as a name for irritating and contagious skin complaints of a long duration. Examples of reference may have included STD outbreaks that are known to significantly decrease in frequency after seven years, or mites that live under the skin (scabies
Liveops
JANUARY 18, 2019
Don’t write off baby whisperers when it comes to business. “Stay at home parents” isn’t likely to be the first entry on a hiring manager’s list of sources of talent. Instead, this group is most likely listed as “resumes to chuck.”. The truth is, sadly, companies are less likely to even interview , let alone hire, people who’ve been a stay at home parent.
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