Aspect

APRIL 13, 2018

It’s been talked about for what seems like an age, but in just a few weeks it’ll finally become a reality: The General Data Protection Regulation (GDPR) comes into effect on 25 th May 2018. It will impact any business that holds personal data on customers, prospects or employees based within the EU, so contact centres should take note! If you want to be fully compliant come May, there are several implications that you’ll need to be aware of.

Personalization 97

Personalization Management Contact Center 97

ShepHyken

APRIL 10, 2018

Use Moments of Magic to Transform Customers Into Superfans. How can you get happy customers to become your greatest marketing tool? Shep Hyken sits down with Lars Kristensen, founder of NiceJob , to discuss the importance of customer reviews and making them effective marketing tools. ? ? ? ?. . Top Takeaways: Lars explains how marketing is often based a company’s budget, not the kind of work or product they delivered.

Marketing 217

Marketing Feedback Customer Service Personalization 217

Customer Service Life

APRIL 13, 2018

This article was originally published on CustomerThink on February 13, 2018. Click here to read the original. A big reason chat has taken hold in the market (setting aside customer preference) is that it promises reduced cost per contact because agents can handle multiple chats concurrently. For the purpose of this article, when I say “chat” I’m referring to all live messaging channels including Facebook Messenger and SMS.

Average Handle Time 81

Average Handle Time Chatbots Contact Center Customer Service 81

Beyond Philosophy

APRIL 9, 2018

Honest feedback from your customers is the best way to improve any hiccups in your Customer Experience. Social norms, however, can get right in the way of getting that honest feedback, at least in some instances. Overcoming the obstacle of social norms is a crucial activity for today’s Customer Experience professionals. We have X surefire ways to get your customers to talk.

Feedback 262

Feedback Personalization Consulting Consulting 262

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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

Callminer

APRIL 11, 2018

Some don’t make it easy to move their info to another provider. To avoid becoming a victim of data hostage by your speech analytics vendor, ask these questions before choosing one.

Analytics 182

Analytics 182

CX Accelerator

APRIL 11, 2018

Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you stomp out one fire, the sparks start flying in five other directions. Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what matters

Customer Experience 182

Customer Experience Wireless Journey mapping Coaching 182

Beyond Philosophy

APRIL 13, 2018

A lot of business professionals talk about customer loyalty. However, if I’m totally honest, they often don’t know what they are talking about. Or they do know what they are talking about, but what they are talking about is not customer loyalty! Many of the organizations I have worked with say that customer loyalty means, “the customer buys everything from us.

Consulting 207

Consulting Consulting Sales Education 207

Contact Center Pipeline

APRIL 10, 2018

Interviewer: What are your greatest strengths? Answer: I will work hard for you and I know what I’m doing. Go ahead, ask me anything! Interviewer: Okay, what are your greatest weaknesses? This is not the interview part I prefer (does anyone?), but it’s a fair question we should all expect at some point. I’m humbled […].

Contact Center 174

Contact Center Call Center Management 174

ShepHyken

APRIL 9, 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. 3 Ways Amazon Has Raised the Bar on Customer Experience by Joey Coleman. (destinationCRM) Customers across industries now expect a better overall experience thanks to Amazon, and here are a few ways your business can follow their lead.

Customer Service 233

Customer Service Chatbots Feedback Consulting 233

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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.

Analytics

Steve DiGioia

APRIL 9, 2018

This original article was written by Steve DiGioia. According to an article I just read in the Daily Mail.com, furious Amazon Prime subscribers threaten to file class-action lawsuit after the firm shut down THOUSANDS of accounts without warning. Guess they’re no longer popular in the world of Amazon Prime. And when the Prime subscribers reached out to Amazon to figure out why their account was closed, the firm gave them few details.

Accountability 166

Accountability Customer Service Sales 166

CX Accelerator

APRIL 11, 2018

Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you stomp out one fire, the sparks start flying in five other directions. Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what

Customer Experience 140

Customer Experience Wireless Journey mapping Gamification 140

Call Center Weekly

APRIL 9, 2018

By Chris Truitt Many of us think of business as a complex organism with many moving parts. While this is certainly true, business concepts can be simplified to two main objectives, Customer Acquisition and Retention. Acquiring customers isn't easy and can often be a costly endeavor. Retaining customers is often a matter of listening to your customer's concerns, understanding their needs and putting your business in a position to meet these needs.

Best practices 143

Best practices Consulting Consulting Feedback 143

ShepHyken

APRIL 13, 2018

This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken. As has been widely noted in today’s marketplace, your customers’ opinions and expectations – for good or bad, reasonable or not – are your company’s new benchmark.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

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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

TechSee

APRIL 10, 2018

As businesses increasingly realize that leveraging the power of technology creates a clear competitive advantage, the future of the BPO industry has become dependent on its willingness to adopt new growth and BPO technology trends that will serve as a value multiplier for their offerings. BPO Technology trends: Blessing or Curse? Many BPOs that have built the core of their businesses on the provision of human labor or Full Time Equivalents (FTEs) are wary of automation and its outcome.

Call Center 140

Call Center Technology outsourcing Self service 140

Contact Center Pipeline

APRIL 11, 2018

“I don’t understand how my organization can use speech analytics.” This is a statement often heard from those who have speech analytics just as often as from those who don’t. Speech analytics has the potential to transform an organization and its customer relationships, but organizations seldom harness its power because their journey to speech begins […].

Analytics 124

Analytics Call Center Contact Center Technology 124

Call Center Weekly

APRIL 12, 2018

By Sean Hawkins By definition, customer retention is the activity an organization undertakes in order to reduce customer from leaving the business relationship. It is a shared responsibility of every person and department in a company. Most often though, it is the contact center that interacts with those customers who wish to leave. While the functional role of retention is housed within a specific team, everyone in customer service impacts the company’s ability to preserve customers.

Customer retention 136

Customer retention Contact Center Brand ambassadors Government 136

Fonolo

APRIL 11, 2018

Whether it’s a bad date, a bland meal, or a mean comment on social media, negative experiences tend to stand out in people’s’ minds; nearly to the point of entirely clouding out any of the good. This phenomena is especially exacerbated when it comes to a negative experience with customer service. The truth is that a negative customer service experience can spread like wildfire through social media, causing some serious damage to consumer trust and brand perception.

Telecommunications 105

Telecommunications Call Center Contact Center Customer Service 105

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!

Customer Experience

TechSee

APRIL 9, 2018

Visualization and automation are two fundamental innovations that are currently transforming the customer service industry. The team at TechSee is committed to the research and development of these technologies in the domain of customer care. We’ve made significant progress breaking down the customer care process from unboxing and installation through technical support and troubleshooting, with the ultimate goal of creating an autonomous Virtual Technician.

Technical Support 112

Technical Support Big data Customer Care Technology 112

Contact Center Pipeline

APRIL 12, 2018

By 2025, millennials will make up three-quarters of the global workforce. You have to give this generation their due for forging change in the work environment. Increased collaboration, leadership transparency, real-time feedback, employee growth and development—these are some of the developments that can be tied to millennials’ workplace preferences.

Feedback 100

Feedback Contact Center Call Center Management 100

Call Center Weekly

APRIL 10, 2018

By: Anonymous Most companies have a plethora of tutorials, manuals, videos, and webinars on how to use their product. At any given moment, customers can chat, email, or call for help. While most interactions go smoothly, not all do. The contact center must be committed to righting those wrongs. But what if the problem is a bad customer? There is no tutorial on how to be a great customer, and subsequent interactions will likely mirror the previous ones.

Contact Center 136

Contact Center Customer Support Customer Service 136

Amity

APRIL 9, 2018

For Customer Success Managers, it’s tricky to map out a timeline as to when to start approaching customers to prepare for their upcoming renewal. If you are working towards becoming more proactive, then you’ll know that being surprised and not having enough time to think things through should be avoided at all costs. Remember, you don’t want your customer to have to go through that either.

Accountability 95

Accountability Management 95

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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.

Centriam Customer Experience Lab

APRIL 11, 2018

Scott Brinker's most recent Marketing Technology Landscape famously touts 5,381 different software solutions. Software choices are obviously growing, but this abundance of choice fuels confusion. This bewilderment is further fanned by aggressive marketing and an alphabet soup of technology acronyms. So which technology should you turn to improve your customer experience?

Technology 87

Technology Customer Experience Marketing Analytics 87

Taylor Reach Group

APRIL 9, 2018

By: Colin Taylor. It always amazes me how Contact Center managers, their direct supports, and their superiors often fail to use one of the best tools at their disposal, Root Cause Analysis. Of course, if you are always fighting fires it is difficult to find the time and/or resources to research what is causing the fires in the first place. As with any fire, there is always a cause; a discarded cigarette, an ignition source, lightning etc.

Contact Center 88

Contact Center Consulting Consulting Management 88

GetFeedback

APRIL 10, 2018

When you're a CSM juggling dozens of new accounts, tuning into customers' needs is challenging enough. Start measuring customer health without the headache.

Surveys 78

Surveys Accountability 78

aircall

APRIL 10, 2018

The report reflects the experiences and opinions of 475 U.S. respondents from a wide array of organizations. Key topics include: Strategic objectives & obstacles. Top tracked metrics. Most used channels. Employee development plans. The post Aircall’s 2018 Customer Support Strategy Survey (Full Report) appeared first on Customer Experience & Cloud Call Center | Aircall Blog.

Surveys 84

Surveys Customer Support Call Center Metrics 84

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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

Mindtouch

APRIL 11, 2018

There’s a reason New Jersey is the only state that doesn’t let us fill up the gas tank on our own. If your customers want to pump their own gas, you let them. The same goes for self-service. If your customers prefer to solve issues on their own (as it turns out, they very much do ), you need to enable them to do so. Not only that, you need to make that experience as frictionless as possible.

Self service 80

Self service Feedback Surveys Enterprise 80

CX Advantage Walker

APRIL 11, 2018

Overview Thick Data provides insight into people’s emotions, motivations and ways of thinking. For our organizations to have a realistic view of the marketplace and our customers, CX leaders need to provide and advocate the use of Thick Data to supplement operational Big Data insights. This allows companies to challenge the status quo and reveal game-changing.

Analytics 76

Analytics Customer Experience Big data Customer centricity 76

Joe Rawlinson

APRIL 11, 2018

An effective e-commerce ecosystem is vital to business success in today’s mobile-first economy. E-commerce sales increased 23.2 percent in 2017, making up over one-tenth of total U.S. sales, eMarketer estimates. Online sales are growing five times faster than offline sales, and will account for 17 percent of total sales in the United States by 2022, Forrester projects.

outsourcing 68

outsourcing Sales Chatbots Best practices 68