Call Center Weekly
JULY 19, 2018
When we hear a word or phrase, the mind begins to create a concrete visual for an abstract concept so that we can make sense of the situation and behave as expected. The concrete visual for the abstract concept is based upon the individual’s understanding of a similar situation, the context for the occurrence and the circumstances surrounding the word’s utterance.
Myra Golden Media
JULY 15, 2018
Eleven years ago I published my first YouTube video. I called it Top 6 Ways to Get An Angry Customer to Back Down. That little video has gotten more than 2.9 million views. (I have this old-school video at the bottom the page if you’d like to take a look.). The style, content, and quality of that video are as far as the east is from the west from my current videos and work.
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CX Global Media
JULY 17, 2018
How would you describe your contact center supervisors? Ineffective? Uncertain? Overworked? Undertrained? Dream team? The fact is having high-performing contact center supervisors is no longer an optional extra for organizations, but even the best organizations don’t have time to figure all this stuff out. So we thought it was best to reveal to you how to build your very own contact center supervisor dream team.
Beyond Philosophy
JULY 19, 2018
We all have a Status Quo Bias when it comes to decision making. Also called Status Quo Inertia, the Status Quo Bias is our preference to keep things the same or maintaining a previous decision. Your customers have one, too, and you can use it to get them to do what you want in your Customer Experience. In the 80s, two professors, William Samuelson and Richard Zeckhauser wrote an article for the Journal of Risk and Uncertainty called, “ Status Quo Bias in Decision Making.
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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.
UJET
JULY 19, 2018
It's Friday. You're queuing up emails for next week's big product announcement when all of a sudden your email service stops working.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
JULY 18, 2018
There is an old saying: It is better to give than to receive. The interpretation of this is that giving is an act of kindness. There is another old saying: The more you give, the more you get. So, is the act of giving truly an act of kindness, even if you know you’ll receive something back, and even if you don’t know exactly what it is? I think so, especially if the act of giving has no strings attached – even if giving more means you get more, then it truly is an act of kindness.
Beyond Philosophy
JULY 20, 2018
Colin Shaw and Prof. Ryan Hamilton discuss how emotions drive customer behavior. So, what is an emotion? How are they evoked? How can you deliberately evoke a customer’s emotions? How is an emotion different to a mood and what you should do about it? The post Why Do Customer Emotions Matter? appeared first on.
Callminer
JULY 16, 2018
Remote employment is becoming increasingly popular across the United States. Working from home gives employees a break from the constant office noise along with the opportunity to embrace a more flexible schedule that improves their work-life balance. Global Workplace Analytics recently reported that businesses would save an average of $11,000 per remote employee if they worked from home at least half of the time.
CX Global Media
JULY 17, 2018
The contact center agent job is getting harder, talent is harder to attract, unemployment is down and the labor market is tight…all of this is causing a disruption in contact center pay. But not in the way you might be thinking. It’s the timing of pay that we are seeing dramatic increases in. Waiting every two weeks or until mid-month or end of the month just might become a thing of the past, just like a home land-line.
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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.
Aspect
JULY 20, 2018
This week we released part two of our Agent Experience Index survey covering the gig economy and how customer service agents feel about it. Currently, 16% of customer service agents are working in the “gig economy” and we expect that number to continue to rise. The desire for agents to work in the gig economy is fairly high with 40% of all agents expressing interest and 51% of millennials.
InGenius
JULY 16, 2018
If you’re working in a role like customer service, help desk support, or sales, it’s basically a requirement that you spend a lot of time on the phones, and you typically end up spending a lot of time doing the same tasks over and over. Productive reps are the backbone of any contact center. But when you’re dealing with a large volume of calls, even the smallest inefficiencies can add up.
Callminer
JULY 15, 2018
It is essential that you create a plan and strategy for keeping at home agents engaged from afar. Read 8 tips to keep remote call center agents engaged.
CX Global Media
JULY 19, 2018
Contact center quality is transforming just like many other aspects of contact center operations. Good thing! For a long time, I’ve been advocating and teaching organizations about how to change their mindset and practices from a compliance and cost associated function with their quality program to an insight and value generating business activity. Meeting with Jim Iyoob from Etech Global Services at IQPC’s Customer Contact Week provided a great perspective on getting more value from contact ce
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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.
Contact Center Pipeline
JULY 19, 2018
In today’s world, the customer satisfaction survey is a given. Some businesses (Lyft, Airbnb) rely on it as part of the model, and could hardly exist without it. Others may not have the same degree of reliance, but are nonetheless diligent (and persistent!) in requesting feedback after every service transaction. Customer feedback today drives purchase […].
ShepHyken
JULY 17, 2018
Artificial Intelligence Combined with Human Intelligence; the Future of Business Transformation. What can you do to help create an effortless customer experience? Shep Hyken sits down with Jim Iyoob, the Chief Customer Officer at E-Tech Global Services , to discuss the balance between AI and human interaction and how to deliver a convenient and effortless customer experience. ?.
TechSee
JULY 17, 2018
IVR technologies are limited without sight. Interactive voice response (IVR) is a technology that allows a computer to interact with customers through the use of voice and touch-tone telephone keypad. Today, IVR is a core technology well entrenched in call centers that has transcended way beyond its role as a simple customer routing system. . A range of emerging technologies have effectively transformed IVR from a frustrating customer waiting experience to an effective process with self service
CX Global Media
JULY 17, 2018
How would you describe your contact center supervisors? Ineffective? Uncertain? Overworked? Undertrained? Dream team? The fact is having high-performing contact center supervisors is no longer an optional extra for organizations, but even the best organizations don’t have time to figure all this stuff out. So we thought it was best to reveal to you how to build your very own contact center supervisor dream team.
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!
Contact Center Pipeline
JULY 17, 2018
In the era of big data, leading contact centers are taking a hard look at their use of analytics. However, with the increasing tsunami of contact center data available at your fingertips, knowing which data-dots to connect in order to reveal the underlying business insights can be challenging at best. Instead of wasting time and […].
ShepHyken
JULY 20, 2018
This week we feature an article by Daniel Bakst who writes about how important it is to monitor and respond to comments on social media and review sites about your brand. – Shep Hyken. Interactions between brands and consumers are changing across virtually every industry, making it more important than ever that your organization strives to encourage consistency within every moment of the customer journey.
Robert Davis
JULY 16, 2018
By Brad Baumunk, President and COO, Robert C. Davis and Associates. Recently I read an article by Toma Kulbyte entitled “32 Customer Experience Statistics You Need to Know for 2018” ( [link] ). In addition to all of the statistics she quotes, I particularly like her definition of CX: “Customer experience is your customers’ perception of how the company treats them.
Customer Guru
JULY 20, 2018
Tough global competition has forced companies to rethink their business strategies and come up with innovative and different ways to manage their customer portfolios, along with looking to improve service interaction. To survive in this fiercely competitive world, organizations are prioritizing customer experience, which is the only differentiator between brands today.
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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.
Contact Center Pipeline
JULY 18, 2018
Adriana Thompson has been drawn to customer service roles throughout her career. That is not surprising given her positive outlook, natural charisma and genuine interest in helping others. These are just some of the qualities that have enabled her to excel in her current role as Customer Love Team Floor Manager at BuildASign.com, an online […].
GetFeedback
JULY 19, 2018
Customer feedback makes Salesforce even more powerful. When survey results live on the customer record, you not only gain visibility into your customer experience, but you can use those insights to drive action across your business. Today, we’ll share a few simple tips on improving visibility and driving action with Salesforce survey data. 1. Create a Salesforce survey dashboard.
Nexmo
JULY 16, 2018
As businesses and customers have come to rely on virtually unlimited digital communication to procure services and exchange information, privacy cannot be overlooked. Customers value it; businesses must defend it. By providing secure, private voice connection communications to their customers, innovative companies across industries can: Protect user privacy without exposing real phone numbers; Mitigate revenue […].
Aspect
JULY 18, 2018
When was the last time you were asked to provide feedback as a customer? You probably don’t remember. The truth is, you probably were asked but ignored or declined the request due to some level of inconvenience, or you simply didn’t recognize the request. More importantly, when was the last time you solicited feedback from your custom. ers, and what level of input do have you actually received?
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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.
C3Centricity
JULY 16, 2018
Be a true leader; share this post with the members of your team who need the inspiration and support. Your boss expects you to be able to answer all his questions and especially to know your customers. Here are the 13 things your boss is likely to ask you and a handy Checklist to prove to him that you know your customers better than he realises. Everyone speaks about customer centricity and the importance of the customer, but just how well do you know yours – really?
Sampson Lee
JULY 20, 2018
Why is there a high failure rate of customer experience (CX) initiatives? And why do most CEOs not buy into CX? Because CX professionals and companies are not practicing a Real CX. Conventional and Real CX in a Nutshell Many CX professionals currently assess customer experience through the lens of biased ‘service’, and are becoming […].
GetFeedback
JULY 20, 2018
Want to learn more about your customers’ needs and preferences? A customer survey can reveal countless ways to improve your business. But too often, businesses miss out on insights because they’re sending so-so surveys. Here are 4 foolproof ways to unlock powerful customer feedback through smarter surveys. 1. Pick the right customer survey metric.
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