Noble Systems
DECEMBER 6, 2018
Starting a new position in a contact center can be both exhilarating and overwhelming. New employees want to get up to speed quickly on the company’s products, processes and people. Employers want new hires to feel welcomed, and educate and train them efficiently and effectively to reduce the amount of time it takes for them to become fully productive.
UJET
DECEMBER 6, 2018
Proper training gives your team the tools they need to provide an exceptional customer experience. When you incorporate customer data into training programs you're ensuring that every agent understands how customers actually interact with your team. This makes it easy to anticipate the customer's needs, understand their feelings, and guide them along the customer journey.
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Taylor Reach Group
DECEMBER 3, 2018
By: Peg Ayers. Are all the leaders on your team equally skilled? Who do you think of first when you have something critical that must be handled brilliantly and immediately? We all have our preferences as to who we trust when the pressure is on. This makes it even more important to keep those leaders on your team. Losing one great leader like that might be the equivalent of losing two or more of your average leaders.
Beyond Philosophy
DECEMBER 6, 2018
James Carville, political commentator and media personality coined the phrase, “The economy, Stupid,” for Bill Clinton’s 1992 presidential campaign. Carville was talking to the team at the time to help them focus on the key messages for Clinton’s campaign. The slogan resurfaced in the 2008 campaign as “It’s the economy, stupid.”. I decided that for people working in Customer Experience, we needed a way to stay on message, too.
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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.
ShepHyken
DECEMBER 5, 2018
In the past few months leading up to my new book, The Convenience Revolution , I’ve focused on ways to be more convenient for your customers. I’ve shared six Convenience Principles and numerous examples and case studies. The goal is to eliminate friction. What I haven’t done is talked to you about what causes friction. Here’s a question: What is it that you don’t like about some of the companies and organizations you do business with?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Steve DiGioia
DECEMBER 3, 2018
This original article was written by Steve DiGioia. Our “purpose” is the thing, item, or person we keep coming back to even after we’ve lost our way. Through good times and bad, we find ourselves surrounded by thoughts of what makes us feel good, feel important, and feel fulfilled. So, how can you find your purpose in life? Well, is your purpose: What you love to do.
Beyond Philosophy
DECEMBER 7, 2018
There are two key ways people make decisions: intuitvely or rationally. We discuss why this is important to designing your customer experience and how this can have a key effect on customer loyalty. We reveal how you can benchmark your organization’s performance against other companies to determine how you are doing in the new world of behavioural economics and customer experience.
ShepHyken
DECEMBER 7, 2018
This week we feature an article by Brian Elrod who discusses how texting has become an important customer service tool for any type of business. – Shep Hyken. Numbers show that customers enjoy text message communication. Here’s how some businesses are winning by texting. A few years ago, my wife and I were trying to pay our bill at a restaurant after enjoying a meal with one of our sons.
CX Global Media
DECEMBER 3, 2018
With social media your customers are having experiences on their own terms. They are in control. All of their experiences add up to their interpretation of your brand, product and service. But with them being in charge what must you do to make sure you’re winning the competitive battle with engaging social media experiences? This question is a significant one for many organizations and as soon as you think you have the upper hand your competitor will take it away from you – or your custome
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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.
Callminer
DECEMBER 5, 2018
Dialog Direct was able to utilize CallMiner throughout their contact center to increase close rates, decrease training time, and create better customer and agent experiences.
Myra Golden Media
DECEMBER 5, 2018
When Eli, a twenty-something lively man from New York with toasted-almond skin and tinted glasses entered my dad’s hospital room, he changed the atmosphere. Eli responded to my dad’s many requests and needs with patience, a sense of enthusiastic urgency, and something that I can only describe as love. Eli serves my dad like he’s a son, not a nurse technician.
ShepHyken
DECEMBER 4, 2018
Proactive Customer Service. How to Ensure You Are Delivering Success For Your Customers. Shep Hyken sits down with Nick Mehta, CEO of Gainsight. They discuss why you should be proactive instead of reactive, how the subscription model is shaping customer loyalty, and why making your customers happy is no longer enough. Shep Hyken’s opening monologue is about consistency.
ProProfs Blog
DECEMBER 7, 2018
The holiday season has knocked your doorstep. And it’s time you gear up to tackle all customer queries and requests on time. Now, there are many online platforms that advice you on how to improve your customer service this holiday season. But not all of them point towards ‘the best tips’. That’s okay. They all have some practical tips that contribute to building a better service for your customers.
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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 Pipeline
DECEMBER 6, 2018
Some people know from a young age exactly what they want to do. They pursue a vocation with dedication and never waver from their target. For others, it is often a matter of chance. A set of circumstances presents someone with an opportunity to take on a role that they might not otherwise have considered […].
Taylor Reach Group
DECEMBER 7, 2018
By: Colin Taylor. The downside of a strong economy is low unemployment and job shortages. A strong economy doesn’t directly cause contact center attrition, but it does provide employees and agents options that may not exist in a weaker economy. This element of choice, though, will magnify any internal issues and challenges that may exist in your contact center which can contribute to staff attrition.
ShepHyken
DECEMBER 3, 2018
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. How the leader in the cockpit builds a brand by Alaina Love. (SmartBrief) As any business road warrior will tell you, air travel these days is far from a relaxing experience.
Ian Jacobs
DECEMBER 4, 2018
This blog post is part of Forrester’s Holiday 2018 retail series. As the holidays approach and the post-holiday return rush quickly follows, a few things will occur simultaneously: hundreds of millions of customers will make purchases, total holiday retail sales will push the $720 billion mark, and millions more will send odd, ill-fitting, or unwanted gifts […].
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!
Contact Center Pipeline
DECEMBER 5, 2018
The origin of the phrase “don’t shoot the messenger” comes from ancient times when the only option for communication during wars between kingdoms was the use of human envoys. When one side or the other sought to initiate a negotiation it sent a “messenger.” The messenger carried a white flag and it was customary not […].
TechSee
DECEMBER 4, 2018
As a leading provider of intelligent visual engagement, TechSee is at the forefront of the digital CX transformation. Our goal is to partner with innovative Tier-1 companies, by providing them with digital solutions that enable them to exceed their customers’ expectations. Vodafone Group plc is a multinational telecommunications conglomerate committed to customer service excellence.
Customer Service Life
DECEMBER 3, 2018
This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. Click here to read the original post. Can we all acknowledge that customer service is a hard job? Whether we’re working at a great company with a great product and customer experience or we’re getting abused all day, every day supporting a flawed product, customer service is taxing work and requires regular appreciation and inspiration.
GetFeedback
DECEMBER 4, 2018
Ah, the holidays. It’s the time for sugar canes, delicious eggnog, and jolly parties with loved ones, right? Well, not exactly. For us customer service folks it’s the time of the year that we call: the not-so-jolly holiday rush. For B2C companies, the holiday rush means a significant increase in support requests from customers trying to finish their holiday shopping.
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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
DECEMBER 4, 2018
Best wishes to you and your loved ones for the happiest of holidays! It’s an exciting time of year—and an exciting time to be a part of the contact center industry! There is a transformation underway to improve customer and staff experiences, and it feels like these changes are moving at lightning speed. We appreciate […].
Nextiva
DECEMBER 6, 2018
You have a chunk of money dedicated to marketing. But do you know exactly how you’re going to spend it? A surprising number of businesses don’t have a defined marketing budget breakdown to use as a starting point. This also means there aren’t any specific goals or metrics they’re chasing either. The best marketing efforts […].
Fonolo
DECEMBER 4, 2018
Last week, Fonolo hosted an insightful live discussion on the three main forms of text-based communication battling for the future of customer service: Messaging, chat, and text. The expert panel discussed the impact of messages on customer service, the importance of chat, the implications of engaging through text, and so much more! To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.
CrazyCall
DECEMBER 5, 2018
Get the whole thing for later reading. This is a one long and meaty post. If you’d like to download the whole thing for later reading grab it right here! Email address. *By entering your email you agree to receive electronic communications from CrazyCall. Everyone wants to provide the best customer service. Happy customer = a successful business. Easy as that.
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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.
Toister Performance Solutions
DECEMBER 6, 2018
Many companies that sell a product or service to customer service teams have a corporate blog. It's part of a content marketing strategy that brings visitors to the company website, establishes some brand awareness, and hopefully generates sales. A lot of those blogs are hard to read. They're overly self-promotional. Content is generic and written with no real viewpoint.
Customer Experience Matters
DECEMBER 5, 2018
Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #5: Wow Customers During Every Interaction What’s Wrong: While it may be appealing to think about creating an amazing experience every time you touch a customer, it’s just not appropriate or practical.
OrecX
DECEMBER 3, 2018
Cloud service providers (aka communication service providers) are becoming commonplace in business today as companies seek to migrate much of their data, storage and applications from premise to cloud. Service providers who can offer the broadest range of services have a better chance of attracting and retaining customers, as it is all about average revenue per user (ARPU).
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