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Intelligent virtual assistants (IVAs) have proven themselves to automate the handling of customer and employee requests and tasks. They are quickly becoming a fixture in the organization’s customer service workforce, becoming the “MVP” of the customer care team. But IVAs aren’t content to rest on their laurels; increasingly, they are being directed to serve an […].
Ever since the Industrial Revolution, organizations have always looked to robotic technology as a way to advance their operational efficiency. Think sewing machines, factory conveyor belts, even traffic lights. As industries digitize, more and more manual or routine repetitive activities can be automated – a phenomenon known as Robotic Process Automation (RPA).
Kristyn Emenecker shares her experience and stories about this team member is your most important yet neglected team member. The post Improving Contact Center Team Performance appeared first on CX Global Media.
We all know that contact centers require a thoughtful balance of People, Process and Technology. The technology in a contact center, ideally, should support and enhance the other two components (People and Process). When it comes to technology, vendors are always pushing the next big thing. They can make it sound like everyone else has all of the new capabilities.
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. I remember thinking, “Ok. Sure, but….what is a Customer Experience?” Nobody knew back then. I defined it for myself as the mix of rational and emotional parts of an interaction with a customer, which later became my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002).
Last week, I covered the idea of the story. Customers love to read the stories of other customers using the products they are interested in purchasing. Reviews are where they start. High ratings can turn into high interest. Customer commentary in the review—as in how much they are enjoying the product and how they are using the product—can push a potential customer to make the purchase.
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Last week, I covered the idea of the story. Customers love to read the stories of other customers using the products they are interested in purchasing. Reviews are where they start. High ratings can turn into high interest. Customer commentary in the review—as in how much they are enjoying the product and how they are using the product—can push a potential customer to make the purchase.
In my De-escalation Academy today, I taught how to politely yet firmly say ‘no’ to a customer. I call the method “U S A.” I’m sharing with you the very teaching from today’s workshop. Try out U S A and let me know how it works for you. For more ideas like this, check out De-escalation Academy. Practice the U S A Method.
The Five Rules for Measuring and Managing Customer Emotions. 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. Ignoring emotion in your Customer Experience strategy is a big mistake and one you can’t afford to make.
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. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. (Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
2020 was the year that companies finally realized that nobody escapes a call surge. At first, we thought it would be unfair to measure companies in a crisis with the same yardstick we use in less ‘unprecedented’ times. But then again, life isn’t fair. And it isn’t fair to keep your customers waiting on hold endlessly — especially during a crisis.
I pulled out my Afro pick and fluffed out my curls to teach psychological priming in De-escalation Academy! My students learned how to nudge customers to accept their word as final with psychological word choice! Get your team enrolled in the next De-escalation Academy!
Customer service trends in 2021 will be determined by what transpired in 2020. Here is how you and your team can stay ahead of the game. The post Customer Service Trends 2021: What You Need To Look Out For appeared first on CX Global Media.
Create Value for Your Customers. Helping Customers Recover and Plan for a Successful Future. Shep Hyken interviews Teresa Anania , Vice President of Customer Success at Zendesk. They discuss strategies for helping customers find value throughout the entire customer journey. Top Takeaways: Customer service is what ties all other aspects of a business together.
Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
AI has been making a relentless assault on the contact center for several years. But it wasn’t until 2020 that its true role became clear. And — it’s not quite what you’d expect. Read All the Contact Center Trends Here: Contact Center Trends 2021. Contact Center Execs Had Been ‘Back-Burnering’ Upgrades. Artificial intelligence has been around for a while now, but many contact centers have yet to integrate it.
Numbers don’t lie. They are the unshakable foundation on which you build concrete strategies to help your business achieve profitable goals. Numbers help you reflect on how your business is performing and if your efforts are reaping the benefits you expected. That’s not all. They even help you understand if your customers are satisfied or not. There are multiple customer satisfaction metrics that your business can use to get answers to questions like “Is my customer satisfied?
The COVID-19 pandemic has led to a rapid and global shift of moving contact center agents and supervisors to a work-at-home model, giving rise to two central questions: How has this impacted performance; and is the traditional work-at-home model sustainable? Common industry wisdom favors a 100% work-at-home model as the best chance for sustainability, and […].
Call centers around the globe experienced some truly remarkable phenomena in 2020. There was a complete shift to remote work, unprecedented demand and tireless efforts of our workforce and administrators who had to juggle innumerable challenges but remained focused and dedicated. This year has also been the year that omnichannel communications and marketing exploded.
Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
Customer service is getting worse. That's the finding from two recent reports. Companies are struggling to avoid service failures and keep their customers happy. But a third report and two top customer experience experts offer a glimmer of hope. You can stand out from the competition by being average. Forget wows. Stop worrying about delight. Don't fret over extraordinary.
In case you missed it, we just launched de-escalation academy. My Content Designers, Advisors, and I carefully designed De-escalation Academy to fully prepare your employees to confidently get customers to accept their word as final, preempt escalations, and control conversations assertively. If you’ve been checking out my Live Digital De-escalation workshops waiting for dates to open up on my calendar, and you want a customized workshop, this is your opportunity.
Contact Center Pipeline’s AUTHOR WALL OF FAME Janet LeBlanc is President of Janet LeBlanc + Associates, a consulting firm specializing in the design and delivery of a Branded Customer Experience®. Area of Expertise: Customer-centric leadership, CX journey analysis, voice of customer strategies, ideal customer experience design, customer metrics linked to performance management.
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
We talked to almost 900 consumers and hundreds of customer experience (CX) professionals to understand the changing landscape of CX in financial services and insurance. We heard the same thing over and over: the expectations for CX have skyrocketed. . We’re calling it the CX revolution in financial services and insurance. . With this revolution comes the opportunity for companies in the industry to transform their contact centers into strategic assets.
The WebexOne series highlights a wave of Webex innovation to drive experiences that are 10x better than in-person interactions, help organizations collaborate seamlessly, and transform their employees and customer experiences to power an inclusive future for all. Helping Organizations Collaborate Seamlessly and Transform Their Employee and Customer Experiences.
Virtual shock is the tipping point when an employee in a virtual/work-at-home environment suddenly has a change in attitude and/or behavior. The employee usually can’t identify that moment, but it can come with a variety of feelings. It can be the lethargic feeling that their work is boring, or they may feel disconnected from their manager or organization.
The Gift of Time: Give More to Your Customers, and Keep More for Your Organization. Time, quality, and cost—pick only two. If you sacrifice time’s speed and efficiency for the sake of elevating quality or reducing cost, you realize what you’re truly giving up. The business world won’t wait for you to play catch-up, and deadlines are deadlines for a reason.
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
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
?ustomers couldn’t care less about your choice of customer service apps. Your software can cost thousands of dollars just as well as be available for free. All your clients desire is timely help with the [ … ]. The post 16 Excellent Customer Service Apps to Supercharge Your Support appeared first on HelpCrunch blog.
Virtual shock is the tipping point when an employee in a virtual/work-at-home environment suddenly has a change in attitude and/or behavior. The employee usually can’t identify that moment, but it can come with a variety of feelings. It can be the lethargic feeling that their work is boring, or they may feel disconnected from their manager or organization.
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