Beyond Philosophy
FEBRUARY 22, 2018
I’m a great fan of Apple, and not just because I use their products. For years, Apple has distinguished itself as a company that knows how to build an emotional connection with its customers. Because of that connection, Apple claims legions of loyal fans. But with its recent missteps in its handling of iPhone battery issues, one has to wonder: has Apple lost touch with its customer base?
ShepHyken
FEBRUARY 23, 2018
This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. I recently found myself on the receiving end of a recording that told me for the tenth time after being on hold for fifteen minutes that, “Your call is very important to us.
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Callminer
FEBRUARY 21, 2018
Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. But comparing and purchasing call center monitoring software isn’t as simple as it may seem. There are many variables to consider, and careful evaluation is necessary to find the right software to meet your call center’s unique needs.
Call Center Weekly
FEBRUARY 22, 2018
By Sean Hawkins I recently spoke with an agent for my insurance company, in the hopes of clearing up a misunderstanding concerning my policies. Well, things didn't go as easily as expected. For starters, I called the wrong the number. It seems the contact number on my statement was not the correct for me to call. Mind you, it was correct, but having two policies in two different states seems to cause some internal confusion on their part.
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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.
Myra Golden Media
FEBRUARY 23, 2018
I overhead one of my employees saying to an upset customer, “Sir, I work in our corporate office. I had nothing to do with the problem you’re talking about.”. She attempted to get the customer to calm down. But you know what? That didn’t calm the customer. Her words made the customer even more intense. I pulled my employee aside, and I explained to her that she was escalating the situation with the very words she hoped would get the customer to back down.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
FEBRUARY 20, 2018
Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and call center compliance issues can arise. But it isn’t as simple as it may seem.
Call Center Weekly
FEBRUARY 21, 2018
What are some gamification best practices you recommend, to ensure success? Although the term “gamification” is relatively new the practices is as old as contact centers themselves. Prior to having software solve all our needs we used to “gamify” the workplace through peer or team competition. Often with some sort of corkboard display to track and monitor the completion and performance.
Contact Center Pipeline
FEBRUARY 22, 2018
Millennials and Gen Z employees are growing in influence of work organizations and cultures, especially call centers and customer service. According to a 2016 Bureau of Labor Statistics report, the median age of an American employee is 42.2 years, while the median age of a customer service representative is 36.5 years. In fact, nearly half […].
ShepHyken
FEBRUARY 20, 2018
Great Customer Experiences Start with Great Employee Experiences: Valuable Lessons From Comcast. Shep Hyken Interviews Tom Karinshak, Senior VP of Customer Service at Comcast. Are your employees properly equipped? . . ? <span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”><span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; over
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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.
Beyond Philosophy
FEBRUARY 23, 2018
How Do We Get Our Customers to Talk? The post How Do We Get Our Customers To Talk? appeared first on.
Call Center Weekly
FEBRUARY 23, 2018
By Diana Aviles In my career so far, I’ve probably listened to a gazillion calls (or so it seems) in which the first 90 seconds consists of a spirited rant about the IVR. The complaints vary- from how they feel it takes too long to reach a human, to how the IVR has trouble understanding what the customer is saying. Heck, even I have had issues with IVR’s sometimes.
Contact Center Pipeline
FEBRUARY 20, 2018
Passing the baton” refers to handing over a particular duty or responsibility to someone, as in a relay race. Years ago, I devised a leadership seminar and much of the program’s focus was on communication. We actually handed out relay race batons to illustrate the action of “handing off” information. Business is about communication regardless […].
ShepHyken
FEBRUARY 19, 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. Top 5 Tips to Improve Social Customer Service by Kristina Knight. (BizReport) While most companies are on-board in improving social network-based customer service, many continue to approach social customer service in a not fulfilling way.
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Discover a new approach to reducing contact center attrition with our in-depth eBook. After analyzing 20+ academic studies, we highlight overlooked causes like lack of leadership trust, emotional labor, and job shock, and introduce the Attrition Velocity metric to better understand attrition's real cost. Our guide doesn't stop at diagnosis; it offers actionable strategies and tools to address these issues head-on.
TechSee
FEBRUARY 20, 2018
Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. You may not realize it, but every time you change your password, track a package, or pay a bill without calling the company for assistance, you are performing a self-service task.
Lumoa
FEBRUARY 20, 2018
Customer experience plays an important, if not the most important role in success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition? Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control.
Peter Lavers
FEBRUARY 22, 2018
Influencer Marketing is becoming increasingly recognised as an important component in the marketing mix*, particularly with the rise of digitally-enabled customer empowerment and consequential loss of “brand message control” by marketers. The (simplified) theory goes that if your company’s marketing and direct messaging is less trusted than independent voices (bloggers, vloggers, celebrities, experts, etc.), then recruit some of those voices to either impartially or overtly endorse your own mess
Contact Center Pipeline
FEBRUARY 21, 2018
Session Initiation Protocol (SIP) has been around for many years and has become the de facto answer for both network trunking and endpoints, or “phones.” Vendors, analysts and perhaps even your IT department may position SIP as a panacea for the contact center. But what is it really, and why should you care? SIP is […].
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 Guru
FEBRUARY 23, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.
C3Centricity
FEBRUARY 20, 2018
A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. And more importantly the lessons we can all learn from such disasters! Each year around Christmas time, my family get together for a weekend of fun somewhere in Britain.
Pointillist
FEBRUARY 19, 2018
By Will Thiel. “By 2020, 85% of customer interactions will be managed without a human” – Gartner. Today’s customers live in an omnichannel world. But most companies still force these evolved customers onto engagement paths that are steeped in legacy and instantly feel outdated. Artificial intelligence can be successfully employed to provide an intelligent, convenient and informed customer experience at any point along the customer journey.
Fonolo
FEBRUARY 22, 2018
The field of customer service is very close to my heart. As a young student I worked as a customer service representative, and as a “young” professional, I’ve dedicated myself to a solution that improves contact center interactions around the world. The customer service sector is unique in that it requires both companies and people to undergo continuous improvement.
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Win the Customer
FEBRUARY 23, 2018
Public relations disasters are many companies’ worst nightmares. Whether it’s a common mistake that leads to a temporary bad reputation or a bigger problem that affects the future of your business, negative PR can be hard to recover from. PR problems not only taints your brand name and personality, but can also eliminate customer loyalty and significantly decrease your profits and financial backing.
Influitive
FEBRUARY 22, 2018
Today’s customers don’t trust ads. Instead, they turn to their inner circle of peers when they need recommendations on new products or services. Nielsen’s “Consumer Trust in Advertising” study shows that, ‘recommendations from people I know’ remains the most trusted form of brand discovery, and ‘consumer opinions posted online’ comes in at third most trusted.
VocalCom
FEBRUARY 19, 2018
Video has been a popular medium for ages, but never has it shown as much potential for business as it does today. Given that many people watch online videos for entertainment, brands that deliver meaningful video content in a fun way ultimately engage both current and potential customers. HubSpot claims that 43% of customers want to see more video content from marketers.
Olympia Consulting
FEBRUARY 21, 2018
True listening skills often involve focusing on more than just the words that someone says. When I worked at Walt Disney World in Orlando, I would enjoy spending time walking in the parks. If a guest came up to me and asked, “when does the 3 o’clock parade begin?” it would be tempting to respond … The post Active Listening – Focus on More Than the Words Spoken appeared first on Olympia Consulting.
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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.
Win the Customer
FEBRUARY 17, 2018
Cloud contact center solutions are becoming the new standard for customer service. The cloud-based contact center market is growing at an explosive compound annual growth rate of 23.6 percent, on track to increase from $5.43 billion in 2016 to $15.67 billion by 2020, Markets and Markets projects. Demand for managed services that allow organizations to outsource their operations is driving this growth, especially in the consumer goods and retail industry.
aircall
FEBRUARY 21, 2018
High customer service attrition rates can sink an otherwise promising business, but this stubborn problem is solvable. Even if repetitive tasks, infrequent breaks, and irrational customers are unavoidable job hazards, understanding why this line of work often leads to burnout is the first step toward creating a sustainable team environment. Fighting Back Boredom.
UJET
FEBRUARY 22, 2018
Once thought of as a cost center, service and support are now front and center as two factors that can either make or break relationships with customers—and don’t just take our word for it. Here are 30 stats that emphasize why investing in great service isn’t just the right thing to do for your customers, but also your business.
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