Contact Center Pipeline

DECEMBER 9, 2020

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 […].

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Enterprise Customer Care Customer Service Self service 189

TechSee

DECEMBER 9, 2020

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).

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Contact Center Technical Support Metrics CRM 109

CX Global Media

DECEMBER 9, 2020

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.

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Contact Center 156

CCNG

DECEMBER 6, 2020

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.

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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

DECEMBER 11, 2020

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).

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Customer emotions Management Journey mapping Customer advocacy 435

Myra Golden Media

DECEMBER 8, 2020

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.

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Customer Experience 317

Callminer

DECEMBER 7, 2020

Read this blog to learn what can go wrong with self-service systems and how these issues can hinder the customer experience.

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Self service Customer Experience 345

Beyond Philosophy

DECEMBER 5, 2020

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.

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Customer emotions Journey mapping Management Consulting 195

ShepHyken

DECEMBER 7, 2020

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.

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Customer Service Self service Consulting Consulting 378

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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

Myra Golden Media

DECEMBER 9, 2020

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 Experience 177

Customer Experience 177

CX Global Media

DECEMBER 9, 2020

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.

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Contact Center Pipeline

DECEMBER 10, 2020

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 […].

Contact Center 147

Contact Center Call Center 147

ShepHyken

DECEMBER 8, 2020

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.

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Customer Service Sales Customer Experience Marketing 241

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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

Fonolo

DECEMBER 10, 2020

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.

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Airlines Telecommunications Banking Wait times 162

Myra Golden Media

DECEMBER 8, 2020

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.

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Customer Experience 136

Contact Center Pipeline

DECEMBER 8, 2020

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.

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Customer centricity Contact Center Metrics Consulting 147

Virtual Live Labs

DECEMBER 9, 2020

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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Personalization Management 130

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

Fonolo

DECEMBER 8, 2020

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.

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Contact Center Benchmark Technology Wait times 154

ProProfs Blog

DECEMBER 11, 2020

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?

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Metrics Abandon rate Surveys Customer effort 148

CX Global Media

DECEMBER 9, 2020

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

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Engineering Customer Experience 120

Virtual Live Labs

DECEMBER 9, 2020

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.

Personalization 130

Personalization Management 130

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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.

Aspect

DECEMBER 10, 2020

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.

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Multichannel Call Center Self service Marketing 147

Cisco - Contact Center

DECEMBER 8, 2020

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.

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Contact Center Wireless Personalization Self service 144

Toister Performance Solutions

DECEMBER 10, 2020

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.

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Customer Service Surveys Consulting Consulting 139

Cyara

DECEMBER 7, 2020

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.

Interactive Voice Response 128

Interactive Voice Response 128

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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

DECEMBER 10, 2020

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.

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Concentrix

DECEMBER 10, 2020

Best in Biz Awards Recognizes Concentrix’ People-Focused Approach to Culture, Diversity and Inclusion. The post Concentrix Named Best Place to Work appeared first on Concentrix.

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HelpCrunch

DECEMBER 11, 2020

?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.

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Customer Service 118