BlueOcean

JUNE 13, 2019

We talk a lot in this blog forum about partnership and who you should choose as an outsourcer contact center partner, but where you choose to outsource to is almost as important an element in the procurement process. Consider this post your GPS guiding you to the best location for an outsourced center using four points of directional reference: cultural alignment, labor force, business climate, and accessibility.

Contact Center 75

Contact Center outsourcing Education Personalization 75

Callminer

JUNE 12, 2019

Best practices 186

Best practices Scripts Call Center 186

CrazyCall

JUNE 12, 2019

To make an effective business or sales call you need much more than just a basic set of telephone skills. In fact, making business over the phone requires you to master a handful of qualities which later on – when put in use – will help you turn every call into a closed deal. To help you acquire all of the essential telephone skills that you’ll need to carry out successful business calls we’ve created a list of 13 most important telephone skills.

Scripts 90

Scripts Wireless Sales Call Center 90

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience? The answer is easy to say and harder to do.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

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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

ShepHyken

JUNE 12, 2019

In the world of boxing, the fighter must have the ability to take a punch. They have to endure or ignore the pain. They get used it. It hardly bothers them. It’s part of the job. But what does this have to do with customer service? I recently had the honor of working with Francisco Partners , a private equity firm. They invited me to address the leadership team of the companies they’ve invested in about customer service and experience.

Customer Service 309

Customer Service Personalization Customer Support 309

Callminer

JUNE 10, 2019

By implementing AI-powered speech analytics, organizations own the key that unlocks the science of conversation by filling a position that goes beyond human capabilities.

Analytics 182

Analytics 182

Beyond Philosophy

JUNE 14, 2019

How to Understand Customers Preference. Have you ever noticed how some people put a lot of letters after their names in their signatures and bylines? Some of them go on for quite a while, like a second surname. It annoys me sometimes. Then, I remember that when I introduce myself, I often refer to my status on LinkedIn as one of the top 150 Business Influencers.

Consulting 230

Consulting Consulting Marketing Customer Experience 230

ShepHyken

JUNE 11, 2019

From Content Marketing to Content Experience. Personalizing the Content Experience to Win Customer Loyalty. Shep Hyken interviews Randy Frisch. They discuss how content marketing has changed and what businesses need to do to create the best content experience for their customers. A good content marketing strategy is part of a good customer experience.

Marketing 306

Marketing Personalization Sales Customer Experience 306

Myra Golden Media

JUNE 10, 2019

When I listen to phone calls ahead of training for contact centers, medical practices, and customer service departments, I spot five glaring problems in almost every company I work with. The Big Five Are: 1) Blunt, slang-like approach to asking questions, 2) Overtalking customers in an attempt to move the interaction forward, 3) No acknowledgment of the customer’s pain point, 4) Not listening, and 5)Missed rapport opportunities by not pacing.

Coaching 254

Coaching Contact Center Customer Service Customer Experience 254

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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

Contact Center Pipeline

JUNE 11, 2019

For contact centers, the internet and mobile devices have totally strained and challenged every single aspect of the way we operate our business. Keeping up with the constantly changing technologies, economic, business and personnel issues requires us to obtain knowledge and learn from the experiences of others more than ever before. There are many ways […].

Contact Center 173

Contact Center Technology Call Center 173

GetFeedback

JUNE 12, 2019

I’ve lost count of the number of meetings that I’ve had with copywriters, marketers, and designers where the terms customer experience (CX) , user experience (UX) and user interface (UI) have been used in an interchangeable manner. In those meetings, I’ve always gotten the gist of what they were trying to explain, so I’ve overlooked the terminology.

Customer Experience 131

Customer Experience Consulting Consulting Marketing 131

ShepHyken

JUNE 10, 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. Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner.

Customer Service 289

Customer Service Surveys Customer Experience Feedback 289

Myra Golden Media

JUNE 9, 2019

For three years, my 19-year-old College Daughter has worked for my company as a Studio Tech. Lauren’s the genius behind our studio setup, teleprompter, camera, and audio. She also assembles workbooks and advises me on all things Millennial and Gen Y. Both of my kids get to travel with me for speaking engagements a few times a year – last year Lauren joined me in New York twice.

Customer Experience 234

Customer Experience 234

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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

Contact Center Pipeline

JUNE 12, 2019

Gen Z is known as the fastest-growing workforce in America right now. And although many employers might feel daunted by the influx of new workers who bring with them alternative thinking and work habits, new research and expert direction can help call center managers prepare now to create a welcoming environment. My company recently conducted […].

Call Center 124

Call Center Management Coaching Contact Center 124

TechSee

JUNE 11, 2019

For years, companies have battled to strike the right balance between customer service KPIs. Focusing on one metric would often harm others. For example, heavy emphasis on low AHT would often negatively impact customer satisfaction. Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations.

Technology 117

Technology Customer Service Contact Center Self service 117

Eptica

JUNE 12, 2019

Date: Wednesday, June 12, 2019 Author: Guest author: Annette Franz 11 Tips to Ensure You Achieve ROI from Your VoC Program. Published on: June 12, 2019. Author: Guest author: Annette Franz Problem Statement: Brands have been running Voice of the Customer programs for years, but customer experience has generally not improved. How can brands make sure that their VoC programs deliver ROI?

Journey mapping 122

Journey mapping Feedback Surveys Metrics 122

GetFeedback

JUNE 9, 2019

CX tools are dominating the software space. In fact, according to Capterra , there are over 300 different customer experience tools currently on the market. This isn’t surprising, considering customer experience is becoming a more important metric year after year. This is because, within most industries, customers have more than one (sometimes dozens) of similar options to choose from right at their fingertips.

Chatbots 111

Chatbots SaaS Customer Experience Personalization 111

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

Contact Center Pipeline

JUNE 13, 2019

Customers are tired of being treated like numbers. They’re aware of how much of their information and feedback is being collected, and now consumers want the companies they do business with to use that data to provide a more personalized experience. According to a recent Accenture Pulse Check, 83% of consumers are willing to share […].

Personalization 113

Personalization Customer Experience Feedback Contact Center 113

Fonolo

JUNE 12, 2019

While today’s tech-savvy consumers are using more non-voice channels to connect with businesses, the act of picking up the phone to quickly and verbally resolve an issue (complex or otherwise) isn’t going anywhere anytime soon. The problem with this? According to an Accenture study , consumers’ top two complaints were: Having to contact customer service multiple times; and.

Abandon rate 99

Abandon rate Call Center Contact Center Education 99

ProProfs Blog

JUNE 13, 2019

Companies today invest a lot in gaining top customer service skills. Businesses implement marketing strategies that they are confident will work out with their consumers and help them connect instantly. However, building trust is a lengthy process that many business owners claim can take years. Is it because consumers do not trust contemporary marketing methods?

Chatbots 94

Chatbots Marketing Customer Service Customer Support 94

HelpCrunch

JUNE 13, 2019

Building an effective support team takes a lot of work and dedication but it definitely pays off. Check our recommendations on how to build it right. The post Support team 101: How to build an effective customer service team? appeared first on HelpCrunch blog.

Customer Service 96

Customer Service 96

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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.

Totango

JUNE 11, 2019

If you want your business to succeed, make sure your customers succeed. As the economy becomes more customer-centered, the need to foster customer success is more important than ever before. Achieving customer success means that your customers gain their desired value from your product and can use it to meet their goals long-term. Aligning your business goals with those of yours customers spells prosperity for your business for years to come.

Customer centricity 93

Customer centricity Best practices Upselling Feedback 93

OctopusTech

JUNE 13, 2019

Cloud Computing is a game changer in the world of BPOs. In today’s tech times where companies sought to shave costs off non-core activities, they opt to third-party service providers. But shedding off the traditional systems, now they’re looking firstly for the cloud services before making a choice. Cloud is a new form of outsourcing that turning traditional BPO to BPaaS.

Business Process Outsourcing 88

Business Process Outsourcing outsourcing SaaS Engineering 88

Ansafone

JUNE 11, 2019

If you are looking for customer service solutions on which you can depend, you have come to the right place. Our team uses an omnichannel approach to customer service so that your customers can connect with you on a platform with which they are comfortable. Our friendly and caring team uses the latest technology to … We Combine a Human Touch With Modern Technology Read More ».

Technology 87

Technology Contact Center Customer Service outsourcing 87

Nextiva

JUNE 14, 2019

Customer service is much more than a purchase and an exchange of pleasantries. What makes or breaks a relationship is the customer service psychology in play there. When you understand the psychology is when you achieve customer satisfaction. Your goal is for every customer to leave your place of business, feeling positive about the service […].

Customer Service 87

Customer Service voip Sales Marketing 87

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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

Customers That Stick

JUNE 14, 2019

In November 2013, we released our concept of the 7 Service Triggers, a unique approach to discovering the most common hot buttons that affect broad segments of customers. The foundation of the 7 Service Triggers was built upon the idea that our customers do not come to us as a blank slate. Even if they are new to our business, they’ve had experiences with companies like ours before.

Customer Service 79

Customer Service 79

GetFeedback

JUNE 12, 2019

When tasked with overhauling the customer experience (CX), business leaders often seek to identify the most critical customer touchpoints. The important touchpoints are a make or break–they determine whether customers choose to stay, whether customers upgrade or cancel and whether customers recommend you to their friends and family. Some moments are more important than others–but how do we know which points to focus on?

Surveys 79

Surveys Feedback Benchmark Education 79

Integrity Solutions

JUNE 10, 2019

All healthy, long-lasting customer relationships are based on trust, integrity and mutual respect. In our private lives, keeping a promise is seen as something sacred. We swear to cross our hearts, hope to die, and stick needles in our eyes before breaking that trust. But what about in the business world? Do customers have faith that companies will keep their promises?

Morale 88

Morale Sales Customer Experience Personalization 88