kommunicate
DECEMBER 31, 2019
Customer service has changed over the years. A few years ago, you could only call up or shoot an email to customer service in case you had a query. Fortunately, things are different now. Today, if you want to contact a company, you can call, SMS, live chat, Tweet, or even leave a comment on [.]. The post Omni channel Customer Service: 5 Critical Best Practices appeared first on Kommunicate Blog.
Ameyo
DECEMBER 30, 2019
Call centers are an integral part of the customer service story. They have been instrumental in helping businesses manage their customer support and thus, impacting their retention and brand loyalty. However, more often than not, call centres have had a notorious image with numerous myths outlining their existence. Today, we will try and burst these … Refuting 7 Common Call Center Myths Read More » The post Refuting 7 Common Call Center Myths appeared first on Ameyo.
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Convoso
JANUARY 3, 2020
Convoso VP of Sales, Les Lent shares insights on why ghosting happens and how to avoid it. Ghosting is a relatively new term for an old sales problem. The Urban Dictionary defines “ghosting” as the practice of ending a relationship with someone by suddenly and without explanation withdrawing from all communication.
Beyond Philosophy
DECEMBER 31, 2019
Here we go, beginning of 2020 and a whole new decade. It is essential to reflect where we have been and where we want to go at this time of year. With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . I discussed these predictions on a recent podcast. However, it isn’t just predictions. I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. .
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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.
DMG Consulting
JANUARY 3, 2020
The Hybrid Contact Center Workforce of 2030. 11/26/2019. By Donna Fluss. View this document on the publisher’s website. It’s 2030, and one of your agents is making mistakes. But because it is a robot that’s malfunctioning, you don’t need to give it a warning; you do need to get it fixed rapidly, as it’s hurting your customer service performance.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
JANUARY 3, 2020
This week we feature an article by Tom Paton who writes about how customer service teams are using gamification as a way to improve performance and retention. Managing motivation can be a real struggle for customer service teams. Even if you have the perfect systems in place, and the perfect processes for responding to each ticket, managing the human element in the support process can be a major challenge.
TechSee
DECEMBER 31, 2019
Companies now know that customer experience is the key competitive differentiator. Data shows that organizations which excel in CX outpace laggards on the S&P 500 index by almost 80%. Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. However, many companies are still struggling to make the customer service experience as effortless as possible.
Ansafone
JANUARY 3, 2020
With technological advances, more and more consumers are expecting everything to be solved with a click of a button, no matter how difficult the situation. Some believe that Artificial Intelligence is the future of customer service, which can have a big impact on the call center industry. However, many call centers, such as Ansafone are … How Artificial Intelligence ( AI) Will Affect Technology and Call Centers Read More » The post How Artificial Intelligence ( AI) Will Affect Technology a
Totango
JANUARY 2, 2020
As the economy continues to become more digitally-based, customer data becomes more valuable and accessible than ever. To operate without insight into your customers’ preferences or behaviors is to work in the dark; it’s both ineffective and inefficient, leaving far too much up to chance. The evidence is clear —companies that use customer data insights to arm their operations teams outperform their competitors by as much as 85%.
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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.
Upstream Works
JANUARY 2, 2020
This series started with digital transformation being the overall driver of change in 2020, and from that we’ll examine some sub-themes over the next few posts. Most technology decisions for contact centers are now built around customer experience – CX – but that’s a broad goal that can take many forms. One of the most powerful drivers of CX is making it feel personal, especially for today’s digital customers.
Advantage Communications
DECEMBER 31, 2019
A world-class customer experience (CX) is essential for any business, no matter what industry your organization is in.That’s because your customers now expect more from your customer service team than they have ever done before. Today’s customers expect your company to implement customer service strategies that reduce customer effort, personalize their experience, provide self-service options and much more.
McorpCX
JANUARY 2, 2020
Yup. It’s that “New Year’s Resolutions” time of year again. If this reminder makes your eyes roll, then my apologies – I get it. Too many choices, not enough time. So I’ll make it easy for you: this year, resolve to turn your business into an employee experience leader. Come 2020 and beyond, your employees—and your customers—will thank you. And just as importantly, your top and bottom lines will thank you, too.
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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.
Certified Languages International
DECEMBER 31, 2019
As we close out the second decade of the 21st century, we wanted to take a moment to look ahead at what the next year will bring the language industry. Demand for language services is at an all-time high, but that growth has come with some steep hills to climb — in essence, 2019 left some dust that 2020 will have to brush off. But there are some exciting things to look forward to as well, as technology continues to play an important role in the future of interpreting.
Myra Golden Media
DECEMBER 30, 2019
Some people use bait tactics to try to get what they want. They’ll say something just to get you to react. They’re trying to take your power so that they’re in control. A lot of the time, when a customer uses profanity or yells, they’re baiting you. If they can throw you off, get you emotional, or frustrate you, then they have the upper hand. They want you upset.
Toister Performance Solutions
DECEMBER 31, 2019
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Please excuse my language. I want to write this plainly. Most corporate values are b t. In the majority of companies I observe, values are created via a meaningless corporate exercise.
Talkdesk
DECEMBER 30, 2019
With 2019 coming to an end, it is now time to check the rear-view mirror, reflect on the evolving realities throughout this year, and to look further up the road as new trends set the pace of a decade ahead for contact centers and customer service strategy. In 2019 the adoption of AI made strides moving from an often confusing and amorphous concept to real-world application in customer service.
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!
ChaseData
JANUARY 3, 2020
Do you know what kind of experience your call center consumers are having when they speak to your agents? If you regularly receive feedback, you may believe you have the whole picture. However, if you don’t test call center contact numbers yourself, you will never really know. When you want to hear and feel exactly what your call center agents experience when they talk to your staff members, it pays to try those numbers out yourself and take note of every element of the call.
ChurnZero
JANUARY 3, 2020
Lessons Learned about Building Remote Customer Success Teams from 4 Years on the Job. Author: Ingmar Zahorsky , VP of Customer Success, ChartMogul. ChartMogul hasn’t always been a remote company, but the customer success team started with remote in mind. I joined the company 4 years ago as the first full-time customer success hire. Today, I lead a team of 7 people, split across 3 sub-teams.
ShepHyken
JANUARY 1, 2020
I’m going to break away from my typical articles about customer service and experience and get personal. It’s that time of year when we make New Year’s resolutions that, while well-intentioned, we quickly fall short of and often forget in a very short time. Personal goals about working out and losing weight seem to be the most popular. Those resolutions can often be frustrating, especially if they become a pattern of failure that repeats year after year.
Convoso
DECEMBER 30, 2019
CONNECTION RATE VS CONTACT RATE – WHAT’S THE DIFFERENCE, AND WHY DOES IT MATTER FOR YOUR OUTBOUND CALL CENTER? Whether you’re a call center manager, owner, admin, or analyst, you may be using the terms “Contact Rate” and “Connection Rate” interchangeably. Many people do. However, they are different metrics impacting ROI. So, let’s go over how they differ, and why it matters.
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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.
Contact Center Pipeline
JANUARY 1, 2020
Happy New Year! Many of us welcome the new year by reflecting on the past one. What were the hot topics for contact center professionals over the last 12 months? How will that influence your strategic resolutions for the next 12? In honor of the year 2020, we bring you the top 20 blog posts […].
Nexmo
DECEMBER 30, 2019
Building speech to text transcription services has never been easier. In this demo you will be building an extremely simple, yet powerful, real-time transcription service in ASP.NET using Nexmo’s.NET SDK and Microsoft Azure’s Speech SDK. Prerequisites. Visual Studio 2019 version 16.3 or higher. A Nexmo account Sign up here. An Azure Account.
ShepHyken
DECEMBER 31, 2019
The Emotional Brand Experience. How to Differentiate Your Brand Through Emotional Connection with Customers. Shep Hyken interviews Lindsay Pedersen. They discuss strategies for how brands can differentiate themselves by creating authentic, genuine connections with their customers. Top Takeaways: A brand is its customer experience and vice versa. The brand and the experience are built on the relationship between a business and its customers.
GetFeedback
JANUARY 2, 2020
Bad survey questions can easily muddy your data and derail your business decisions. Here are 7 examples of questions to avoid in your next survey.
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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.
Contact Center Pipeline
DECEMBER 31, 2019
This has been quite a month! We’re closing out the year and the decade. For Pipeline readers, the topics of interest were centered around people and technology, including how to use praise as a strategy to improve agent engagement; CEOs’ changing views on the purpose of a corporation and what that means for your center; […].
Calabrio
JANUARY 2, 2020
As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product. The acquisition was the ideal next step for both companies to unite and create the global standard for the customer experience industry and take the shared mission to humani
ShepHyken
DECEMBER 30, 2019
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. Using Social Media to Connect with Your Most Loyal Customers by Michael A. StankoBlanca Isabel Hernández OrtegaFrancisco-Jose Molina-CastilloRishika RishikaJosé Franco.
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