Beyond Philosophy
DECEMBER 6, 2017
Small changes, or nudges, having a big impact on people’s behavior is one that everyone in the behavioral economic community supports and heralds as the latest great idea. However, this great idea isn’t working for everyone. In particular, nudges don’t seem to be making much headway in medication compliance. When a patient doesn’t take their medicine properly, doctors call it “noncompliance.
Contact Center Pipeline
DECEMBER 7, 2017
Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 World,” June 2009). There have been huge leaps forward in awareness, mindset and technology, despite some lingering challenges that businesses as yet have failed to address […].
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ShepHyken
DECEMBER 5, 2017
Create a Culture Where Employees Come First. Shep Hyken Interviews Terry Cain and Steve Church, Co-authors of “The Pinwheel”. How would you like to create a culture and working environment that is better for your employees, which in turn is better for your customers? Shep Hyken sits down with not just one but two guests, Terry Cain and Steve Church.
Call Center Weekly
DECEMBER 5, 2017
By Anna Sabryan We in customer service know how important our role is. Many companies compete to have the best service, and periodically innovate to catch up with ongoing changes. Customer service, at times, changes at a rapid pace. Customer service via social media used to be a very important part of online activities. However today, many intelligent assistants, or bots, can deliver many services.
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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
DECEMBER 5, 2017
A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. Chances are your call center employees feel the same way—especially if you train like most companies do. The new report, “ The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era ,” revealed that 56% of the 1,000 respondents in the U.K. and U.S. said complicated customer issues are their most significant ch
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Steve DiGioia
DECEMBER 4, 2017
do you still care about customer service or is it all about the money This original article was written by Steve DiGioia. Being in the hospitality business for over 20 years, I have seen some of the best and worst at their trade. But the dining experience sure has changed…. From the hardworking, studious college kid that was very driven and worked as a waiter 6-days a week to put himself through school; the gravelly-voiced divorced mom of 4 grown kids that needed to pay her bills and get her lif
Peter Lavers
DECEMBER 8, 2017
This is the first instalment of a 2-part blog from our new guest blogger Jason Grills – welcome Jason! No matter what type of business you run, apart from quality product or service, you will also need a reliable and efficient support service to retain your customers in the long term. It is your main way to communicate with both potential and loyal customers.
Beyond Philosophy
DECEMBER 4, 2017
I have two internet service providers, one at my home in Florida and one at my home in the U.K. Both have dragged me through long bouts of customer service purgatory , with missed appointments, lousy modems and just a general “we don’t care about you” mentality. So when I heard that U.S. Federal Communications Commission chairman Ajit Pai proposed eliminating net neutrality rules , my first thought was that my customer experience in Florida is about to get even worse.
Myra Golden Media
DECEMBER 8, 2017
In this article I show you what empathy is using an experience with my teenage daughter, and then I deliver 4 tactical ideas you can apply right now to express empathy: Put yourself in your customer’s place, Sense the Situation From the Customer’s Perspective, Discuss What’s Upsetting the Customer, and Coming Up with Ways to Fix the Problem.
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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.
Contact Center Pipeline
DECEMBER 6, 2017
Yet another year is coming to a close, and I can think of no better way to prepare for 2018 than with a round of regifting! This annual tradition here at the Agility Factor column has been a real boon to the industry over the years. We’ve cleaned out some of the biggest messes in […].
Kristina Evey
DECEMBER 5, 2017
LISTEN to your Customers. Listening. We all know how to do it… but few know how to do it well … and it could be driving your customers away if you don’t do it well. Listen well and you’ll increase sales and customer loyalty. Even though communication involves two parts – speaking and listening – I believe that listening is actually 2/3 of successful communication.
Beyond Philosophy
DECEMBER 5, 2017
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” It’s likely that you can’t articulate a distinction. A satisfied employee can pretty much be described as one who is relatively happy or more than complacent about their day-to-day job experience: the work, pay, benefits, possibili
CX Accelerator
DECEMBER 5, 2017
Do you ever feel like it’s impossible to keep great talent in a customer support environment? You’re not alone! Leaders all over the globe have been wrestling this issue since the invention of the telephone. The good news is it can be done! With a fresh outlook on employee engagement, you can create a working environment worth sticking around for. This article will focus on three essential (but rarely discussed) engagement techniques specific to service professionals Peer-To-Peer Relationship Fo
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Discover a new approach to reducing contact center attrition with our in-depth eBook. After analyzing 20+ academic studies, we highlight overlooked causes like lack of leadership trust, emotional labor, and job shock, and introduce the Attrition Velocity metric to better understand attrition's real cost. Our guide doesn't stop at diagnosis; it offers actionable strategies and tools to address these issues head-on.
Call Center Weekly
DECEMBER 6, 2017
How can social media be used to better engage customers? Social media is an excellent tool to engage with customers on a personal level. You get to hear their gripes (whether you want to or not) and celebrate their successes. As a business, you then have an opportunity to respond to these comments, both positive and negative, showcasing your brand voice but also showing how much you care about the people who spend money on your service or products.
Contact Center Pipeline
DECEMBER 4, 2017
As the year draws to a close, I extend wishes to you and your loved ones for the happiest of holidays and a very Happy New Year. I truly appreciate all of our subscribers, sponsors, contributors and the Pipeline staff for making 2017 a successful year. Thank you! I can hardly believe we are celebrating […].
TechSee
DECEMBER 5, 2017
According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester. To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. .
Avaya
DECEMBER 6, 2017
What does every industry have in common? The critical need to balance high tech and high touch to deliver extraordinary customer experience. Consider hospitality: 70% of guests want to use technology to improve their experience , yet 93% believe the value of personal service cannot be replaced. In financial services, online channels are preferred by 90% of customers ; however, 88% still want the option of a live person for discussing their banking needs.
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.
Peter Lavers
DECEMBER 7, 2017
L ocation-based services ( LBS ) enable smartphone apps to supply the end user with geo-specific information and marketing content that is real-time and relevant to their exact location. Dimension Data spoke to Peter Lavers, director of WCL Customer Management, to get his insight on LBS’ impact on the customer and what businesses can do to prevent location-based services overwhelming their audience.
CSM Magazine
DECEMBER 7, 2017
Ever been in a live chat with a customer wishing you could show them what you’re trying to explain? Worse yet, you’re in a chat with a customer who’s struggling to explain their issue that would be clear if you could see it. How frustrating for both parties! They say a picture’s worth a thousand words. That’s why co-browsing, a.k.a collaborative browsing, and file transfer are so effective.
NICE inContact
DECEMBER 5, 2017
Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight. These metrics can show why an agent left, but not how the company could have kept them.
Aspect
DECEMBER 5, 2017
The U.S. economy saw two records smashed over the Thanksgiving weekend, with both Black Friday and Cyber Monday spending reaching new heights this year. Black Friday online earnings hit a never before seen $5.03 billion, while Cyber Monday earnings hit a staggering $6.59 billion. Following what may have been the busiest day on record for many businesses, let’s take a few moments to find out how your contact center performed now that the dust has settled.
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!
ShepHyken
DECEMBER 8, 2017
This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Until recently, contact centers were playing a passive role in customer service by responding to basic queries, but not necessarily playing any major role in the strategy for customer experience (CX).
Branch Mesenger
DECEMBER 4, 2017
In this post of the Structural Precast series I would like to touch upon the topic of segmentation of precast walls. Segmentation of precast walls can be done automatically or manually. Before we run the automatic segmentation we should check and adjust the Configuration Settings. The Configuration settings can be imported or exported via XML files to easily share the rules across several users, working on the same or different projects.
PeopleMetrics
DECEMBER 5, 2017
Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. You’re measuring NPS and CSAT , and real-time alerts are coming in. That’s great! All signs point to a successful Voice of Customer (VoC) program. But wait! Do your customers know that you’re actually listening to them?
ijgolding
DECEMBER 4, 2017
The whole idea of the Net Promoter Score (NPS) is based around asking customers the question ‘How likely is it that you would recommend our company/product/service to a friend or colleague?’ and proposing to them a variety of response options based on a zero to ten scale. In the years since its introduction, NPS has become used all over the world and few organisations fail to ask their customers this question in one form or another at some point in the organisation/customer interaction.
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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.
Lumoa
DECEMBER 5, 2017
Helsinki has welcomed 20.000 innovators at Slush , the world's leading startup event. This year among the main topics of "Technology" and "AI in Our Lives", you could also hear companies, both scaling and large, starting to talk about customer experience. It has been our second Slush and we enjoyed every bit of it. Slush gave us an opportunity to meet new and already familiar people, secure a couple of deals and have meaningful conversations on customer experience.
Inbenta
DECEMBER 7, 2017
The VHS and the Betamax, the Blu-ray and HD DVD or more recently the current virtual headset battle between HTC Vive and Oculus Rift. The history of technological development is littered with examples of various formats fighting it out for market dominance. At times, these format wars will dictate what we refer to the new invention as. When purchasing a high-density optical disc we tend to ask for a Blu-ray for example.
Fonolo
DECEMBER 6, 2017
At the end of every year, we analyze data collected by onholdwith.com to expose the worst hold time offenders for the year, and today, we’re ready to reveal the results compiled from 2017. The list is determined by the number of tweets, with the phrase “on hold with”, directed to a brand’s account. Last year, we reported that Apple was the worst company to call, which captured the attention of consumer reporters across the nation (Read Stuck on Hold?
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