6 Unexpected Perks of Working as a Call Center Agent
Fonolo
OCTOBER 1, 2020
Sat.Sep 26, 2020 - Fri.Oct 02, 2020
126 
Investing in CX: A CFOs Guide to Automation
Interactions
OCTOBER 1, 2020
The ROI of CX . Many companies claim to be customer-centric. But, to be truly obsessed with your customers, companies must take the leap and tie financial performance to CX. This type of mindset encompasses everything from how a company allocates resources, the strategic initiatives they take on, and the technology that they evaluate and deploy. . Customer-driven innovation is the most important type of innovation for a company, and it can also be the most lucrative.
Join 34,000+
Insiders
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Is Contact Center AI Taking Over? Let’s Look at the Facts
NobelBiz
SEPTEMBER 29, 2020
AI is advancing at a rapid pace. Big Tech is moving into the contact center space with innovative AI solutions. How will this change the industry? Is contact center AI taking over? We're giving you an in-depth look at the facts, right here. The post Is Contact Center AI Taking Over? Let’s Look at the Facts appeared first on NobelBiz®.
How Well Do You Know What You Really Want?
Beyond Philosophy
OCTOBER 1, 2020
When we try to forecast our preferences going forward, we often get it wrong. It’s a bias we all share called Naïve Diversification Bias. It happens a lot when we are making decisions now about some form of future consumption, and it can lead to feelings of dissatisfaction with our purchases. Naïve Diversification bias happens a lot at the supermarket.
The Contact Center Manager’s Guide to AI
Advertisement
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.
Customer Service Week: A Time to Celebrate Customers AND Employees
ShepHyken
SEPTEMBER 30, 2020
It’s my favorite time of year… the leaves change from green to gold to red, there’s a chill in the air and the holidays are right around the corner. And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. This year it’s October 5-9. Traditionally, Customer Service Week has been the time to highlight and celebrate the great work employees do to take care of their customers.
Sign up to get articles personalized to your interests!
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
More Trending
What to Say When a Customer Cusses at You and 4 Other Tough Situations
Myra Golden Media
SEPTEMBER 30, 2020
Grab the What to Say When a Customer Cusses at You and 4 Other Tough Situations Worksheet. Will you help me? I’m working on a De-escalation project to prepare frontline professionals like you for the COVID-19 Holiday Season. Help me make this training relevant to you by answering this question in the comments: “If you could wave a magic wand at your biggest customer challenge, and make it disappear, what would that challenge be?
How Well Do You Know What You Really Want?
Beyond Philosophy
SEPTEMBER 26, 2020
How Well Do You Know What You Really Want? Have you ever bought a book you thought you should read and then didn’t read it? Did you ever buy a variety of yogurt flavors and then throw out some of them after they expired because you never wanted that flavor when it was time to eat yogurt? We do these things because we often overestimate how much variety we want in the future.
Amazing Business Radio: Claire Boscq-Scott
ShepHyken
SEPTEMBER 29, 2020
Mystery Shop Your Customer Experience. How to Improve Your CX by Putting People First. Shep Hyken interviews Claire Boscq-Scott , Mystery Shopping and Customer Service Specialist. They discuss her latest book, The Secret Diary of a Mystery Shopper , and how any and every company can and should implement a program to measure their customer service. Top Takeaways: It’s important for any and every business to measure the level of service they provide.
Acceptance and Fun - Keys for Supporting Your Virtual Team
CCNG
SEPTEMBER 29, 2020
So how are customer support operations adjusting to the new virtual work environment over inhouse work environment? CCNG members have shared ideas on how they engage and work with remote agents keeping things fun and engaging. From one-on-one virtual “coffees” with team members, themed dress up days wearing alumni college team colors, Kahoot type quizzes, or even sharing your favorite pet with team members during virtual calls ( of course this is the norm with CCNG member PetSmart ).
Frost Radar: Voice of Customer Analytics, 2024
Advertisement
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.
Top 5 Posts in September
Contact Center Pipeline
SEPTEMBER 30, 2020
The round-up of most-read blog posts in September offer telling clues about what’s top-of-mind for contact center leaders these days. At the No. 1 spot is a Pipeline classic from industry veteran Kathleen Peterson of PowerHouse Consulting on setting a positive direction for the long-term—and very relevant to what is happening right now. An important […].
Friends, I need your help!
Myra Golden Media
SEPTEMBER 30, 2020
I’d love to hear your thoughts on something I’m working on. Is this you?: You are a contact center supervisor or manager who is looking to improve your customer experience in telephone, chat, and email interactions, but you’re having trouble with call control and escalations. If this is you, I’d love to get your answer to this question: If you could wave a magic wand and make your biggest customer support challenge disappear, what would it be?
5 Top Customer Service Articles For the Week of September 28, 2020
ShepHyken
SEPTEMBER 28, 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. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. (MarketingWeek) At our exclusive roundtable featuring members of 2020’s CX50, the consensus was that taking care of employees has helped take care of customers in this time of c
Call center cost reduction strategies
TechSee
SEPTEMBER 29, 2020
Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. Since most of a contact center’s operating costs are related to staffing, the easiest and quickest ways of tightening the belt are to cut headcount or shut down live support channels.
Your Roadmap to Successful AI Implementations in the Contact Center
Advertisement
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 Pipeline Magazine: Inside Our October 2020 Issue
Contact Center Pipeline
OCTOBER 2, 2020
I love Customer Service Week. Our frontline staff represent our organizations and they make such a difference in our customer’s experience. Regardless of our technologies, strategies and operational intentions, our agents deliver the professional exchange with a frustrated caller, the accurate information in an email and develop rapport during a video chat.
Avoiding Work-at-Home Virtual Shock
Virtual Live Labs
SEPTEMBER 30, 2020
Reengineering leadership skills for the new work-at-home contact center environment. The business world was turned upside down as thousands of companies were suddenly forced to send their employees home to work virtually. IT departments moved into high gear, and as executives learned that employees could gain access to company systems and serve customers from home, they breathed a sigh of relief—crisis averted.
7 Easy Ways to Reduce Friction in Your Customer Experience
Fonolo
SEPTEMBER 29, 2020
Both Amazon and Apple have nurtured their business growth by investing heavily in reducing friction in their customer experience. The rest of the marketplace has followed suit; the average budget allocated to customer service and support has grown substantially in the last few years. Your success over the next ten years will hinge on the ease of your customer experience and the accessibility of your customer support.
Lessons from The Overlook: Conduct business reviews
Toister Performance Solutions
OCTOBER 1, 2020
Note: Lessons from The Overlook is a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. Back in January, we made some big changes to The Overlook. You can read all about the changes here , but these are the highlights: Reduced the bedrooms from four to three.
How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience
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!
Changes in Contact Center latitudes, Changes in AI Attitudes
Contact Center Pipeline
SEPTEMBER 29, 2020
How To Keep Remote Workers Engaged
Virtual Live Labs
SEPTEMBER 30, 2020
Face to face interaction is the gold standard when it comes to collaboration, which is why leaders are struggling with this new remote work era. We want concrete advice on how to keep remote workers engaged, not platitudes and theory. Vicki Brackett, author of The Leadership Toolbox. Vicki Brackett is the remote-work superstar and recently came back on my show.
Coaching and Training: Two Keys to Delivering Excellent Contact Center Service
The Northridge Group
OCTOBER 1, 2020
Developing service excellence at the contact center management level is a critical enabler for a company’s long-term success. Providing exemplary customer service is essential for all businesses that strive for differentiation and growth. Customer service associates build the brand, the company reputation, and the trust of the existing and prospective customers.
The Future of Omnichannel Starts Today: 4 Omnichannel Strategies that Will Help You Stay Ahead of the Curve in 2021
SharpenCX
SEPTEMBER 30, 2020
This year hasn’t gone as anyone expected (biggest understatement right there). COVID-19 threw a wrench in the year 2020, and every industry has felt its effects. Customer Experience is no exception. In fact, the CX industry has changed rapidly this year. Digital consumerism went through the roof and remote work became the norm. The companies that have slid through 2020 with the fewest bruises are the ones that already had strong omnichannel systems in place.
Reimagine Your Communications With A Unified Platform
Advertisement
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.
5 Ways to Reimagine Customer Experience in the Time of COVID-19
GetFeedback
SEPTEMBER 27, 2020
A look into the new-normal customer and how to meet their evolving expectations.
Avoiding Work-at-Home Virtual Shock
Virtual Live Labs
SEPTEMBER 30, 2020
Reengineering leadership skills for the new work-at-home contact center environment. The business world was turned upside down as thousands of companies were suddenly forced to send their employees home to work virtually. IT departments moved into high gear, and as executives learned that employees could gain access to company systems and serve customers from home, they breathed a sigh of relief—crisis averted.
Key to profitability - how UK customer experience is changing over the long-term
Eptica
OCTOBER 2, 2020
Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term. Published on: October 02, 2020. Author: Pauline Ashenden - Demand Generation Manager While customer service and contact centres have been dramatically impacted by the pandemic, longer-term trends are also reshaping the industry based on changes in customer demand and how companies operate.
Customer Retention During Economic Downturns: What’s Top of Mind for Your Customers?
Totango
OCTOBER 2, 2020
The unpredictability of an economic downturn, such as the continuing COVID-19 pandemic, can introduce uncertainty into the relationship between you and your customer. Sudden and unexpected external forces beyond the control of either of you can also lead to unanticipated customer behavior. During difficult times, it is especially important to understand what is going on inside your customer’s mind, as well as what is going on inside their business.
AI for Business Outcomes: Selecting the Right Tools to Drive Results
Advertisement
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.
2020 Call Center Trends in Q4
TeleDirect
SEPTEMBER 30, 2020
2020 has certainly been a year to remember. From worldwide pandemics to social unrest and political upheaval, the year has witnessed what seems like a decade’s worth of history…and there’s still one quarter to go! For call centers, some trends and ways of working haven’t so much changed as they’ve amplified. Secure, remote workspaces, reliable infrastructure and timely customer service are as critical as ever.
How To Keep Remote Workers Engaged
Virtual Live Labs
SEPTEMBER 30, 2020
Face to face interaction is the gold standard when it comes to collaboration, which is why leaders are struggling with this new remote work era. We want concrete advice on how to keep remote workers engaged, not platitudes and theory. Vicki Brackett, author of The Leadership Toolbox. Vicki Brackett is the remote-work superstar and recently came back on my show.
5 Essential Criteria To Professional Phone Etiquette
Ansafone
SEPTEMBER 28, 2020
First impressions are everything. The first contact with any business is usually a simple telephone call. When you are on a call representing your business, it is crucial that you are professional, friendly, and accommodating. However, “being professional” can be defined differently depending on whom you ask. Yet, there are some essential criteria to “being professional” … 5 Essential Criteria To Professional Phone Etiquette Read More ».
Let's personalize your content