Beyond Philosophy

FEBRUARY 18, 2021

I’ve changed many habits during the pandemic, from how I have business meetings to how I grocery shop. I am not the only one; people have changed so many routines. Today, we will talk about what we can learn from the pandemic and discuss the five rules for changing your customer habits. We discussed habits on a recent podcast. Many years ago, I read The Power of Habit by Charles Duhigg, and I have been fascinated by habits ever since.

Consulting 243

Consulting Consulting Customer Experience Management 243

Contact Center Pipeline

FEBRUARY 16, 2021

On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example, lots of customers dislike the phrase “No problem!” but they’ll look past it if you’re providing great service. They’ll give you a pass on “No problem!” But these aren’t typical days. […].

Customer Service 189

Customer Service Scripts Customer Care Call Center 189

Fonolo

FEBRUARY 18, 2021

If you’re reading this, chances are you’ve decided up your contact center game. You’ve got the aspiration and the best intentions. But you’ll need more than that. Picking an effective contact center strategy is a process that requires thought, evaluation, and preparation. Unsure where to start? We’ve got eight essential tips so you can start improving your contact center today. 1.

Contact Center 148

Contact Center Abandon rate Average Handle Time First call resolution 148

ShepHyken

FEBRUARY 17, 2021

Not long ago I wrote about how small improvements can make a big difference. Even just a 1% improvement can make an impact. And, if you focus on 1% (or more) again and again, over time you will make big improvements that will have a positive impact on your customers, employees, internal processes, and your bottom line. You’ll find ways to save money, make money, develop better ways of doing business and much more.

Customer Service 377

Customer Service Customer Experience 377

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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

Beyond Philosophy

FEBRUARY 13, 2021

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Customers buy habitually, and that’s great when their habit is to buy from you. The problem is sometimes they aren’t buying habitually from you, but instead from your competition.

Government 448

Government Consulting Consulting Customer Experience 448

Myra Golden Media

FEBRUARY 18, 2021

I helped a claims team shave 83 seconds off of talk time. And that’s a big deal. I started by listening to a random sample of calls, hunting for the precise areas where agents lost control of calls. Turns out, it was the end of the call where they lost control. It didn’t take long to solve this call control problem. I took the questions customers would ask at the end of the call and coached agents to proactively answer THOSE questions before customers had a chance to ask.

Coaching 317

Coaching Customer Experience 317

ShepHyken

FEBRUARY 19, 2021

This week we feature an article from Emily Lavin, Content & Social Executive at Oak Engage. She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team? There’s no denying that without an effective customer service team , a business would fall apart.

Customer Service 331

Customer Service Employee engagement Morale Feedback 331

Contact Center Pipeline

FEBRUARY 17, 2021

In August of 1970, American duo the Carpenters released their second studio album, which was called Close to You. The album contained the hit song and perennial wedding favorite, “We’ve Only Just Begun,” and the song that provided the Carpenters with international musical fame, “(They Long to Be) Close to You.” In 2012, Rolling Stone […].

Analytics 279

Analytics Contact Center Call Center Technology 279

Beyond Philosophy

FEBRUARY 15, 2021

Behavioral Science is a growing field in business. It applies to everything and everything we do. We hosted two interesting guests on a recent podcast that might have one of the most important new business jobs today. Today, we will take a closer look at what they do and what they wish everyone understood about behavioral economics in business today.

Finance 221

Finance Consulting Consulting Metrics 221

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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

FEBRUARY 18, 2021

Too many businesses continue to offer a workplace that leaves little room for the employee’s personality to shine through. They micromanage the heck out of each service step and expect their minions to follow the path without exceptions. Who Writes YOUR Words? I can understand the need for consistent uniform and grooming standards but please don’t make them say the same words over and over again.

Scripts 246

Scripts Personalization Management 246

ShepHyken

FEBRUARY 16, 2021

Creating Customer Loyalty in a Digital World. How the Pandemic Transformed the E-Commerce Experience. Shep Hyken interviews Christy Augustine, Chief Operating Officer of Bloomreach. They discuss the digital commerce trends companies have been forced to adapt due to the pandemic and how those companies can succeed moving forward. Top Takeaways: Personalization has been and continues to be the big buzz word in the world of customer experience.

Technology 236

Technology Personalization Customer Experience Marketing 236

Contact Center Pipeline

FEBRUARY 18, 2021

COVID-19 brought numerous unexpected changes to consumer behavior that, ultimately, have had a ripple effect throughout every organization. Millions of Americans, many for the first time, were forced to rely on digital services as in-person transactions became unavailable. Ninety-three million Americans signed up for online services that were once carried out in person, and 75% […].

Contact Center 243

Contact Center Personalization Engineering Call Center 243

CX Global Media

FEBRUARY 17, 2021

Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was. Not really knowing what he could bring to the table, Sean tried to figure out what value that he could bring to the team, and he realized that if he could create space for them from the bureaucracy within the company, then they would be able to p

Engineering 156

Engineering Customer Experience Call Center 156

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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

TELUS International

FEBRUARY 16, 2021

A surge in interest for e-commerce and delivery platforms is pushing tech companies to ramp in order to keep pace with demand. Discover why employee engagement is a critical component of an effective ramping program.

Employee engagement 169

Employee engagement 169

Fonolo

FEBRUARY 16, 2021

Contact center technology has come a long way since its early years as a jury-rigged air traffic control system. The pandemic has hastened many call center trends and compounded technological developments. We’re expecting many more exciting innovations in the next few months. Contact Center Trends 2021. Here are the latest and greatest call center technologies: AI-Powered Voice Biometrics & Analysis.

Call Center 134

Call Center Technology Gamification Contact Center 134

Talkdesk

FEBRUARY 16, 2021

Find your way back to best practices. Over the past year, most customer-obsessed organizations were forced to accelerate their digital transformation efforts to meet the demands of the global pandemic. For some, that meant face-to-face interactions had to be replaced by completely new digital engagements. And for those already participating in the digital economy, they had to rapidly implement work-from-home (WFH) infrastructure to manage the deluge of incoming requests when agents could no long

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

TechSee

FEBRUARY 16, 2021

In the last few years, companies have been investing in their field service function as a way to differentiate and personalize their services and improve overall operational efficiency. COVID-19 has resulted in a further increase in demand for service, with ServicePower reporting that 2020 field service trends resulted in field service organizations increasing investment in service workers by 72% to meet the rising demand.

outsourcing 109

outsourcing Upselling Surveys Technical Support 109

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

Comm100

FEBRUARY 19, 2021

Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Customers have more power than ever to get their voice heard and listened to. Brands are forever fearing that one viral tweet could severely damage or even destroy their carefully constructed brand image in a fleeting yet far-reaching flurry of complaints. .

Customer Experience 133

Customer Experience Construction Technology Customer Service 133

GetFeedback

FEBRUARY 15, 2021

Everything you need to know about using a Likert scale, from advantages to best practices and examples.

Best practices 158

Best practices 158

Cisco - Contact Center

FEBRUARY 19, 2021

After years of consideration, a friend of mine finally caved and bought a Tesla. He described an interaction with them recently that really got my attention. He got a notification stating that he was overdue on his payments, but he had already set up autopay. He called their customer service department, was connected directly to an agent who knew exactly who he was and that he had just purchased his car.

Customer Experience 128

Customer Experience Contact Center APIs contact center solutions 128

Eptica

FEBRUARY 19, 2021

Date: Friday, February 19, 2021 Author: Pauline Ashenden - Demand Generation Manager How to build mental muscle memory for customer service success. Published on: February 19, 2021. Author: Pauline Ashenden - Demand Generation Manager Ensuring your agents are customer-focused and positive when talking to customers requires mental muscle memory, with automatically putting the customer first ingrained in everything you do.

Customer Service 104

Customer Service Best practices Technology Management 104

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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.

Talkdesk

FEBRUARY 19, 2021

The post How To Create and Construct a Compelling Vision: Crisis is a Time to Define Future appeared first on Talkdesk.

Construction 130

Construction Call Center 130

GetFeedback

FEBRUARY 19, 2021

The ultimate guide for using VoC surveys to improve the customer experience.

Surveys 166

Surveys Customer Experience 166

Injixo

FEBRUARY 16, 2021

1. First, become a power user. Sounds obvious, doesn’t it? Excel comes with a library of over 400 functions. It includes powerful features like pivot tables and you can even introduce automation using macros. Where do you start? There’s no substitute for a good book. We swear by Excel for Dummies and its companion volume Excel VBA Programming For Dummies.

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Russel Lolacher

FEBRUARY 16, 2021

Are you ready to be a better communicator? FYI: As a current or aspiring leader, your answer always needs to be YES. I had the pleasure to speak on the challenges to good communication and tips to improve it at the BIG Ready conference. The BIG Ready, hosted by the Productivityist Mike Vardy , is an annual event helping attendees to start their year, their project, their hobby, etc.

Feedback 104

Feedback Personalization 104

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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

Talkdesk

FEBRUARY 17, 2021

Best practices to avoid “Scam Likely” labels on automated outbound calls. If you’re a business doing any kind of automated outbound dialing you run into the problem of caller IDs being labeled as “Scam Likely”, especially if you’re calling mobile numbers. This is due to the proliferation of illegal robocalls. In an effort to combat spam and scam calls, many carriers have adopted new technology that allows call recipients to flag numbers as “Spam Risk” or “Scam Likely”.

Best practices 105

Best practices Scripts Contact Center Technology 105

Lumoa

FEBRUARY 15, 2021

Customer experience integrations help you to automate your customer experience. The logic of this type of integration is the same as any other type of integration you can do with other tools. For example, you probably have integrated your CRM with your helpdesk already to get a better view of your customers so you can be even more efficient when solving their issues.

Customer Experience 88

Customer Experience APIs CRM Feedback 88

Inbenta

FEBRUARY 15, 2021

Even though there is no “real” benchmark for automated self-service solutions, we’re going to try to give you some indications of the kind of results you can realistically expect from such solutions. But first, what is customer self-service? Customer self-service is a solution or a set of solutions that enables web users to access information or even perform some simple tasks autonomously, without requiring the assistance of a customer service representative.

Self service 99

Self service Metrics Chatbots Benchmark 99