Contact Center Pipeline
JULY 15, 2021
We are now well into 2021, and I hope this year will be a much better year for all. It is interesting that, although 2020 was such a tough year with so many challenges, for some the silver lining was that they were able, or maybe forced, to get to know themselves at a deeper […].
Fonolo
JULY 15, 2021
There are many different call center metrics used to measure activity and efficiency. Key Performance Indicators, or KPIs, can be tracked through integrated phone systems and call center cloud-based technology. These include metrics like customer satisfaction (CSat) score, average handle time (AHT), net promoter score (NPS) , occupancy rate, average speed of answer (ASA), first call resolution (FCR), and more.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Call Design
JULY 14, 2021
Over the past two decades, many Australian organisations have formed a large dependency on offshore contact centres mostly due to the fact that staffing costs are significantly lower than hiring staff in Australia. When the pandemic hit last year however some organisations such as Westpac and Telstra, decided to move some of their voice channels back on shore to mitigate risk.
Beyond Philosophy
JULY 13, 2021
Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Today, we will examine whether this is a good idea or not. We discussed this topic of outsourcing on a recent podcast , where my co-host shared a story about his friend who ordered a trampoline.
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.
ShepHyken
JULY 14, 2021
How do you say Yes to every customer request ? Is it possible? Is this customer service utopia? My friend Christine Trippi wrote a book titled Yes Is the Answer. And Cameron Mitchell, about whom I’ve written before, wrote a book with a similar title, Yes is the Answer. What is the Question ? Both of these authors have a hospitality background. Trippi is a world-class, award-winning hotel manager and Mitchell is a super-successful restauranteur.
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
JULY 14, 2021
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, Verint’s Daniel Ziv explains how expanding customer engagement channels, rising consumer expectations and a remote workforce create a new dynamic that […].
Beyond Philosophy
JULY 15, 2021
I am learning to play guitar. However, I am not playing guitar for people. So, except for my good lady wife, no one gets to hear my latest Pink Floyd cover. That’s because we do some things in private that we don’t want other people to see. . However, when it comes to privacy, we have very little of it these days. Someone is watching every move we make online, in our conversations near AI, and even from the patterns of our robot vacuums.
ShepHyken
JULY 16, 2021
This week we feature an article by Daniel Bishop, the assistant editor and marketing consultant for ReallySimpleSystems. He writes about creating a better experience for customers when they come into a store. We all know that the retail landscape changed massively in 2020. However, the truth is that the Covid-19 pandemic probably only accelerated what was happening already.
Nextiva
JULY 16, 2021
Are you taking calls, or are you helping customers? If you're honest, you likely struggle to meet the demands of today's customers — until now. This week, we've debuted the Nextiva Contact Center, which closes the gap between rising customer expectations and the hybrid workplace environment that many companies now embrace. We've integrated it closely […].
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
JULY 13, 2021
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, ProcedureFlow’s Amanda Verner discusses the benefits of providing remote contact center agents with step-by-step visual guidance to help them navigate complex […].
Beyond Philosophy
JULY 10, 2021
Some of you might know that I am learning to play guitar. However, almost none of you will ever hear my covers of Pink Floyd. In fact, that audience is quite exclusive, and includes only me and my wife Lorraine. That is because my guitar playing is something that I do in private, not public. In this episode, we talk about privacy, or rather, the lack of it in today’s online environment.
ShepHyken
JULY 12, 2021
Each week I read many 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. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. (DestinationCRM) Even as interactions move to digital channels like chat, email, and social media, the companies providing the best customer service are ensuring that they don’t over
Help Scout
JULY 13, 2021
Sometimes the customer service teams who are supposed to be solving problems somehow manage to make them so much worse instead. These are their stories — along with some tips to help you avoid ending up on this list next time we update it! 1. Running from responsibility The root of many terrible customer experiences is a company that is happy to collect money from a transaction but not to accept responsibility when things go wrong.
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.
Eptica
JULY 16, 2021
Date: Friday, July 16, 2021 Author: Pauline Ashenden - Demand Generation Manager Understanding the benefits of moving your contact centre to the cloud. Published on: July 16, 2021. Author: Pauline Ashenden - Demand Generation Manager Embracing the cloud delivers major benefits for contact centres in terms of efficiency and flexibility. However, many businesses still have questions about the impact that moving their operations to the cloud would have.
Totango
JULY 15, 2021
The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. Customer success (CS) teams are designed to build, maintain and optimize lasting relationships with customers by helping them fulfill, and even exceed, their own business goals.
ShepHyken
JULY 13, 2021
Authentic Customer Conversations. Collecting, Sharing, and Acting on Customer Knowledge. Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers. Top Takeaways: When businesses take the mundane transactions to the experiential, customers come to see what they will do next.
Guru
JULY 15, 2021
Imagine you work at a startup where you’ve been in charge of knowledge management and internal communications for the past three years. In the first year, you created processes that got everything running smoothly. In the second year, you implemented a new knowledge base tool.
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!
Alorica
JULY 14, 2021
IRVINE, California, July 14, 2021—Alorica Inc., a trusted global leader in customer experience (CX) solutions, announced today that it won Comparably’s Best CEOs for Diversity Award. Based on the sentiment of employees of color who anonymously rated Alorica during a 12-month period (July 2020 – June 2021), this award recognizes the Company for driving positive culture change and encouraging.
Tethr
JULY 13, 2021
We’ve talked about a lot of ways to build customer loyalty over the years, from first contact resolution, to more digital options, to staffing choices. But there’s one secret that all these strategies have in common—and it’s not what you’d expect. There’s no top-secret tool, no gadget, and no magic phrase that makes your customers loyal for life. Today, we’ll break down the “four flavors” of customer loyalty, and work to identify the common denominator in high loyalty situations. .
ShepHyken
JULY 13, 2021
Authentic Customer Conversations. Collecting, Sharing, and Acting on Customer Knowledge. Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers. Top Takeaways: When businesses take the mundane transactions to the experiential, customers come to see what they will do next.
Help Scout
JULY 15, 2021
When thinking about education, most of us tend to think only about teachers and other administrative staff — frontline workers, so to speak. It makes sense; frontline educators are incredibly important and often underappreciated. In reality, the education ecosystem is like an iceberg: What you see is just a small fraction of the whole. In order for frontline educators to do their jobs successfully, they need access to things like books, software, and various other supplies.
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.
Totango
JULY 13, 2021
Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. In the old days, growing your business was easy. Tell people about your business, get them in the store, sell them things, then look for more customers. But that was before the internet made it possible to deliver highly customized items.
Integrity Solutions
JULY 16, 2021
Effective team leadership requires a blend of people focus and goal focus. While it’s rare that someone will have a perfect balance of the two, getting a clear understanding of your natural leadership style will allow you to adjust when necessary to be more flexible to the needs of your team members. It’s an important first step in building and retaining a high-performing team.
ShepHyken
JULY 13, 2021
Authentic Customer Conversations. Collecting, Sharing, and Acting on Customer Knowledge. Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers. Top Takeaways: When businesses take the mundane transactions to the experiential, customers come to see what they will do next.
aircall
JULY 14, 2021
When your employees are happy, it’s easy to think you’re doing a good job. However, there are many reasons they might not be engaged and satisfied at work. What’s more, low employee engagement levels can harm their overall productivity and impact their ability to meet goals or targets. One of the best things you can do to improve employee engagement is to invest in your team members and provide them with opportunities to grow.
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.
kommunicate
JULY 16, 2021
Shopify is one of the most widely used e-commerce platforms that have helped many businesses globally to go online by building their marketplace. It’s used by more than 800,000 vendors worldwide. While the customer is the pivot around which the eCommerce business works, it is essential to have effective customer engagement to enhance their experience [.].
Working Solutions
JULY 16, 2021
Travelers are on the road again, yet not everything is completely back to normal just yet. People are still concerned about COVID-19, for themselves and for others. A myriad of supply issues may keep some potential adventurers sticking closer to home, but the industry is coming to life again. Experts predict summer travel spending is […].
Inbenta
JULY 15, 2021
Contents: Chatbot design for websites and apps. Chatbot UX best practices. – Chatbot avatar. – Good conversational design. – Context & understanding. – Functionalities. – Escalation capabilities. By now, we’ve learned well that chatbots wield the power to radically bridge businesses and consumers through scalable conversations.
Expert insights. Personalized for you.
147 
Let's personalize your content