CCNG
OCTOBER 6, 2020
While working remotely, I have been in online meetings where people are missing because they failed to take time zone differences into account. I have attended 5:00 AM meetings during which leaders sheepishly admitted they forgot the time differences. I have also been that leader who scheduled a virtual meeting without regard for the time differences of participants.
Fonolo
OCTOBER 6, 2020
You probably don’t realize it, but your employees are losing you customers right now. And that’s because your employees don’t just impact customer perception — they’re the driving factor. If you don’t acknowledge this, your business will perpetually struggle. Here’s how your employees affect the way customers perceive your brand.
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Noble Systems
OCTOBER 7, 2020
WFM is a powerful driver of extraordinary customer experience and service level attainment. Fine-tuned WFM forecasting and scheduling is how these outcomes are accomplished. But mismanagement can lead to contact center inefficiency, customer and agent dissatisfaction and loss of revenue. A more accurate forecast, and therefore schedule, minimizes errors and intraday changes.
Beyond Philosophy
OCTOBER 8, 2020
You might have noticed that the global pandemic isn’t doing much for your bottom line. You might also be wondering how you can reduce costs to save your assets—even when the economy is robust and healthy. Today, we offer you the five rules of reducing costs to help you make it through what we will likely call the COVID-19 Recession. We discussed these five rules on a recent podcast.
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Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.
ShepHyken
OCTOBER 7, 2020
One of our loyal subscribers, Warren Danziger, shared a story about how a delivery was made to his home and placed between the screen door and the front door. The delivery person never knocked or rang the doorbell to inform him his delivery was there. He was waiting for the package, which contained medicine that was temperature-sensitive. Sitting outside in the heat, baking between the two doors, was not customer service… it was customer disservice.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Myra Golden Media
OCTOBER 9, 2020
Getting customers to accept your word as final comes down to two things: A strategic framework and confidence. In this video, I walk you through four steps that put you in confident control and position you to move the conversation to closure. Here are the four steps: Be clear Acknowledge concern Manage expectations Guide to next steps. Grab your slides from this video for quick reference to the four tips.
Contact Center Pipeline
OCTOBER 8, 2020
Contact Center Pipeline’s AUTHOR WALL OF FAME Dick Bucci is Principal of Pelorus Associates, a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books and blog posts. Area of Expertise: Primary expertise focuses on laws and regulations as they pertain […].
ShepHyken
OCTOBER 6, 2020
A Customer Experience They Can’t Refuse. Changing the World One Customer Experience at a Time. Shep Hyken interviews Steven Van Belleghem , an expert in customer experience in a digital world. They discuss his latest book, The Offer You Can’t Refuse , and the four factors that go into amazing customer service. Top Takeaways: The year 2020 has thrown us into the future technologically.
Callminer
OCTOBER 5, 2020
Read this article to learn the most overlooked obstacles for organizations when it comes to AI ethics and AI bias.
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TechSee
OCTOBER 5, 2020
In 2019, before the world had ever heard of COVID-19, a Research Report by Field Service News showed that field service organizations were already transitioning to a more customer-centric model. 65% of FS organizations identified customer satisfaction as either equal to or higher in importance than operational efficiency. This focus on customer satisfaction has led companies to shift their measures of success as well. 91% of companies surveyed stated that NPS or another alternative CSAT KPI was
Beyond Philosophy
OCTOBER 6, 2020
The 5 Rules for Driving Down Costs Without Affecting Customers. A lot of Behavioral Science 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. If you are like most businesses in 2020, you are facing a very different year for your bottom-line performance, and in many cases, it’s not a good kind of different.
Contact Center Pipeline
OCTOBER 5, 2020
This has been a grueling year—a marathon of fear, uncertainty and constant course-corrections. Throughout it all, frontline customer service staff across industries have stepped up to help companies and brands maintain a positive, reassuring presence for their customers. Admittedly, at this point, company leaders, employees and customers are feeling the strain associated with a prolonged […].
Callminer
OCTOBER 7, 2020
This article outlines 25 key contact center interactions and judgments AI cannot handle as well as humans can.
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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.
Myra Golden Media
OCTOBER 5, 2020
I’m so excited to kick off Customer Service Week with a free soft skills training course! I’ve partnered with Genesys to position Customer Service Representatives to deliver the best possible customer experience and redirect interactions with challenging customers. Take the free training here! Complete all modules my 30-minute course and get your certificate!
ShepHyken
OCTOBER 5, 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. Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak. (Street Fight) The new consumer buying trends — and the business measures put in place to adapt to them — will likely become a permanent fixture even as the economy enters a recovery
Contact Center Pipeline
OCTOBER 7, 2020
In our second post on Customer Service Week 2020, Sitel Group’s Olivier Camino and Sweetwater’s Jeff Ostermann provide insights into their companies’ employee experience cultures and highlight CSW activities to engage and support their teams. Be sure to read the first post in this series for more great insights from industry leaders, or access our […].
Win the Customer
OCTOBER 6, 2020
Customer service is one of the most important things to get right as a business – these moments of interaction with customers and clients leave a long lasting impression in individual hearts and minds. The sum total of these impressions is incredibly important to how your brand is perceived, and as people become more outspoken than ever on digital platforms, that counts.
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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.
GetFeedback
OCTOBER 5, 2020
The common reasons online shoppers abandon their carts and how to overcome them.
Call Design
OCTOBER 6, 2020
Today, the general public doesn’t wait for things to happen. When consumers are experiencing a problem, they expect a solution on the same day. Since the customer is king, contact centres need to double their efforts to resolve customer service calls more efficiently and quickly. Whether you are implementing new training, new technology or more communication channels, it’s essential to be prepared to solve a customer problem quickly.
Contact Center Pipeline
OCTOBER 9, 2020
We’re wrapping up Customer Service Week 2020 with themes, activities and comments from Fara Haron of Majorel, Mark Pereira of Briljent, and Centrical’s Gal Rimon. Be sure to read parts one and two in this series for more great insights from industry leaders, or access our October issue for the full article. FARA HARON CEO […].
Steve DiGioia
OCTOBER 8, 2020
Every server in the restaurant industry has their own style, their own manner, and their own way of interacting with their customers. Their goal is to make their customers feel important and serve them well. Some service styles are formal and professional, some are relaxed and carefree, and some are “by-the-book” without showing much emotion and simply going through the steps of service.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
ProProfs Blog
OCTOBER 4, 2020
Do you know what is keeping so many entrepreneurs awake at night? . The need to get a better understanding of what their customers think of their brand. . As a result, it’s not surprising to see businesses chase customer feedback through interviews, surveys, questionnaires, and more. However, there is a problem. Even some expert marketers make the grave mistake of considering surveys and questionnaires as the same and often use them interchangeably.
Taylor Reach Group
OCTOBER 7, 2020
By Peg Ayers. I once sat in on a conversation between the Director of Human Resources (HR) and a Contact Center Manager who was losing his job as part of a reduction in force. The HR guy went on at length about how bad he felt about this, and how much he regretted having to do it, to the point where the manager being terminated finally said, “Could you just fire me and be done?”.
Contact Center Pipeline
OCTOBER 6, 2020
COVID-19, aka Coronavirus, has changed everything. Consumers are still very wary of exposure to the virus and want to get more things done digitally. While this always had been the case with millennials and Gen Z, COVID-19 has forced older demographics, who are even more concerned about virus exposure, onboard. Businesses are opening up a […].
Fonolo
OCTOBER 8, 2020
Can we all agree that being stuck on hold with a company is one of the most frustrating experiences? . Despite this shared sentiment, hold time is still a standard practice in customer service. So, businesses worldwide experienced a rude awakening last March when the COVID-19 pandemic struck, causing overwhelming call volumes and incredibly long queues for panicking customers.
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Talkdesk
OCTOBER 8, 2020
Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. Branch closure is a reality that has intensified with COVID-19, social distancing protocols and the recent urban exodus. Combined, these are causing serious challenges across three fronts: Financial exclusion of the most vulnerable. Financial services are essential to leading a normal life and being an active citizen and participant in society.
Nexmo
OCTOBER 7, 2020
In a previous post , we showed you how to build and publish a Web Component. Now it’s time to see how to use a top feature of Web Components: Custom components and widgets build on the Web Component standards will work across modern browsers, and they can be used with any JavaScript library or framework that works with HTML. – WebComponents.org.
Aspect
OCTOBER 7, 2020
It’s no secret that the success of business can be boiled down to its relationships. Working well with others is essential to creating and sustaining successful partnerships. Aspect understands how valuable our channel partners are to our business and we appreciate the contributions from each and every partner. . As a part of our recent ACE 2020 event, we recognized the partners who have gone above and beyond with the following channel partner awards : .
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