Avoxi
JULY 27, 2019
Call center agent training is one of the most researched topics when it comes to customer experience. However, managers still have huge problems identifying the best call center agent training techniques for their teams. When agents are asked how they would recommend improving their team's performance, better call center training methods are always towards the… The post Call Center Training Best Practices appeared first on AVOXI.
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HelpCrunch
JULY 31, 2019
Use these 12 omni-purpose examples of customer support canned responses and see how much time you'll save yourself. The post 12 Canned Response Examples to Save Yourself Lots of Time appeared first on HelpCrunch blog.
Beyond Philosophy
AUGUST 1, 2019
When I created Beyond Philosophy, I chose the name for a reason. I believe it is crucial to do more than discuss your theories about Customer Experience strategy. Sure, you need to think about it, understand the philosophy behind it as well as the science, but after that, you should go beyond the philosophy and do something. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience.
Advertiser: ZoomInfo
Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.
Contact Center Pipeline
JULY 30, 2019
As customer interactions continue to become more complex, the contact center industry is increasingly turning to mergers & acquisitions as an effective solution to expand scale, improve access to new technologies and enhance geographic coverage. Contact Center Industry Trends In February 2019, Century City-headquartered investment firm Skyview Capital completed its acquisition of customer care assets […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CX Global Media
AUGUST 1, 2019
I’ve been amazed at some of the new ways to drive agent performance in contact centers. Common KPIs like First Contact Resolution (FCR) and Average Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very dynamic. As Artificial Intelligence continues to pour its way into the contact center industry, I suspect there will be more opportunities for you to supercharge your KPIs.
Beyond Philosophy
JULY 31, 2019
Because we have frequent thunderstorms and power outages in my Florida home, I recently decided to buy an uninterruptible power supply for my electronics. I’ve had good experiences with Apple products so I first checked to see if Apple made that sort of thing. They didn’t, so I set about comparing and contrasting the models that were available. I quickly got lost in technical specifications, so I decided that I would choose based on how long the power supply would last.
Callminer
JULY 29, 2019
Customer experience mapping is a valuable tool for monitoring and improving the customer experience. Here’s how to create an effective CX map.
ShepHyken
AUGUST 2, 2019
This week we feature an article by Ujebardha Bekolli who writes about the importance of the first impression. Whether on the phone or in person, it’s important to train your employees the right way to interact with your customers. The importance of first impressions. Customer service is one of the most important parts of doing business. The relationships you create with your customers reflect directly on the success of your business.
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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.
Contact Center Pipeline
JULY 31, 2019
What will you remember about July 2019? Fireworks? Record-breaking heat? Amazon Prime Day? If you found yourself otherwise occupied this month and missed some of the insightful content published on the Pipeline blog, the following is a list of the five most popular posts in July. Topics include: How to develop a customized approach schedule […].
Beyond Philosophy
JULY 29, 2019
I used to work in corporate life. I managed to get up to a senior position. When people asked what I did, I used to say, “I play chess.”. I was joking, of course. The truth is I spent my day on company politics. My guess is a lot of you do, too. Surprisingly, there are not training courses on company politics and how to deal with them. In light of this fact, we decided managing company politics would be an excellent subject of conversation for a recent podcast.
Myra Golden Media
JULY 29, 2019
We all go through times when we’re not feeling the whole work thing. The mere thought of work brings on dread, we mop ourselves into the office later and later, and our eyes are rolled to the back of our head more often than not. These are all signs that we’re burned out or morale is very low. If you’re a supervisor or manager and you see signs of work exhaustion in your people, you need to act fast, or you might lose your people to burnout, or another job.
ShepHyken
JULY 30, 2019
Crisis Management in the Customer Experience. How to Take Care of Your Customers When Things Go Wrong. Shep Hyken interviews Josh Ginsberg. They discuss crisis management and why brand integrity is important to customers. The Interview with Josh Ginsberg: When a problem or crisis occurs, it’s essential for customers to see the company take action. However, that action must come from a place of authenticity.
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Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more
Contact Center Pipeline
AUGUST 2, 2019
It’s summertime here in Annapolis, Maryland. The pool water is warm and the sun is hot. That means it’s a great time to address your Summer Reading List. I sure hope Contact Center Pipeline is on it!! If not, now is a great time to sign up. We would love to go to the pool […].
TechSee
JULY 31, 2019
Computer Vision is the field of Artificial Intelligence that enables computers to understand and analyze the real world. Using Deep Learning models, machines can now accurately identify and classify objects from within digital images and then react to what they “see.” An increased need for automation and a growing demand for vision-guided robotics and other industry-specific systems are driving massive adoption of Computer Vision applications.
Myra Golden Media
JULY 31, 2019
How to Handle Difficult Customers (with a focus on de-escalation). Training Length: 30 minutes, with knowledge checks. Thanks to the Internet and social media, customers are savvier now than ever before. Although this sounds like a good thing, the net result is an increase in stress for frontline customer service professionals. According to Newsweek magazine, the stress level of consumer services professionals is comparable to that of air-traffic controllers and police officers.
Mindtouch
JULY 29, 2019
Over the last year, enhancements to MindTouch analytics functions emerged as a top request from our customers. Beyond the rich data MindTouch already captures around content value, customers wanted to see the why and how behind the health of their knowledge bases. Specifically, who is adding content, when are they adding it, how, and where? To provide better data analytics within the product, we are adding three new Contribution reports to the MindTouch platform: Site Contributions.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
HelpCrunch
JULY 29, 2019
By applying proper customer service KPIs, you can always be sure you're on the right track. So, which ones are the right? The post 7 Measurable Customer Service KPIs to Evaluate Your Team appeared first on HelpCrunch blog.
NICE inContact
AUGUST 2, 2019
We talk a lot about “future-proofing” your business. It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. You’ll need a solution that can easily scale as business grows. Digital customer service is evolving quickly, and this change hopefully comes in tandem with important developments in your business — namely growth.
Myra Golden Media
JULY 29, 2019
My daughter and I were exploring supplements at Whole Foods on Saturday. I’d grabbed Matcha powder, MCT oil, and ground flaxseed. An employee with happy robin eyes spotted my bounty and whispered a tip, “If you can wait a few days, all of our supplements are going to be 25% off August 2-4, and Prime members get an additional 10% off. I can get you a bag and hold your items for you if you like.” I needed the ground flaxseed for a vegan recipe, but the other times could wait.
Totango
AUGUST 1, 2019
The customer-centered economy has made it easier for customers to switch to a competitor if one company is not fully satisfying them. This has raised customer expectations; now, companies need to provide personalized services to stand out. If you don’t meet these expectations, customers can easily go elsewhere. To thrive in this environment, you must engage customers proactively and regularly.
Advertiser: ZoomInfo
In today’s ultra-competitive markets, it’s no longer enough to wait for buyers to show obvious signs of interest. Instead, sales teams must be proactive, identifying and acting on nuanced buyer behaviors — often before prospects are fully ready to make a purchase. In this eBook from ZoomInfo & Sell Better, learn 10 actionable ways to use these buyer signals to transform your sales strategy and close deals faster.
Nicereply
JULY 30, 2019
With a happy balance, you’ll have a team that is able to handle high-volume situations, but still have the focus and care to work with individual customers to understand their problems. Everyone had that friend in school that procrastinated while everyone else stressed … and still got straight As every time. The good news is: we aren’t in college anymore, worrying about turning papers in on time.
Whitepages Pro
JULY 30, 2019
Poorly Implemented PSD2 Processes Increase Friction. September 14, 2019, is fast approaching, the date where the Strong Customer Authentication (SCA) requirements of the Payment Services Directive (PSD2) become legally applicable. One of the technical requirements of SCA involves payment service providers (PSPs) enabling two-factor authorization (2FA) when consumers make online payments or transactions that fall within the EU.
NameShouts
JULY 29, 2019
How do you pronounce the most searched name on our platform? Not to brag, but we pronounce a lot of names on NameShouts. A looooot of names. And we’re not about to Marie Kondo our database either. Every name sparks joy. Every name is important. But for this quick piece, we want to take a look at a certain group of names that seem to keep coming up. We’re reaching for the stars with our database.
Totango
JULY 30, 2019
Imagine you are planning to fly home for the holidays. How do you feel about the impending journey? What is your mood as you visualize the process of finding a flight, booking a ticket, getting to the airport, checking your luggage, passing through security, and boarding the plane? Now, how do you feel about arriving at your destination? How is your mood as you settle back into your childhood home, reunite with friends and family, and enjoy a home-cooked meal?
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.
CustomerSuccessBox
AUGUST 1, 2019
Who is this post for? Customer Success Managers (CSM) and Leaders in a B2B SaaS company who are handling medium to high-touch customers. Being a CSM, you might have faced the situation when you receive a call from your customer t o inform you that they will not be renewing their contract. This news might come across to you as a shock, maybe because you were thinking that everything was going well. .
Transparent BPO
JULY 30, 2019
I’ve been on a customer service trends kick lately talking about how changing customer expectations affect churn and customer satisfaction with contact centers is down. In the post, I focus on the ways customer service trends are changing in 2019, drawing highlights from Salesforce’s third annual State of Service report , which gleaned insights from more than 3,500 service leaders and agents worldwide.
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