Beyond Philosophy
JUNE 22, 2018
When I need work done at the house, I always get three quotes. I never go with the highest or the lowest, but instead, I choose the one in the middle. This shortcut, called Extremeness Aversion, helps me make an important decision—and it helps your customers make buying decisions, too. We discussed Extremeness Aversion on our podcast earlier this month.
Brad Cleveland Blog
JUNE 20, 2018
Excessive turnover costs an organization in many ways: Higher recruiting and training costs; a lower average experience level leading to higher handling times, more transferred calls and lower service levels/response times; the need for more coaching and supervision; and the impact on everyone’s morale when key people leave. The best contact centers continually work on the root causes of turnover.
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Dialer 360
JUNE 22, 2018
Typical techniques no longer work for inbound call handling in 2018. One of the greatest hindrances is high customer expectations, while increased competition is no longer far away. Outbound dialing in call focuses is never again irritating for customers, if new ways are implemented. Truth be told, with the present outbound calling innovation, numerous clients pick different alternatives over traditional ways.
360Connext
JUNE 20, 2018
If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? Sometimes we set ourselves up for this! It even echoes back to us in the way we engage within our own organizations. Consider this real-life scenario: I used to have a joke with some colleagues at my first job. We were constantly walking into meetings in conference rooms with LONG agendas that could get pretty boring and stuffy.
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Revation Systems
JUNE 18, 2018
As innovative technology continues to burst into every marketplace, customer experience has become a primary focus for many organizations. Blake Morgan, an MBA professor at Rutgers University and author who focuses on customer interactions, defines customer experience as the perception that customers have of your brand. It’s important to note that customer experience is much more expansive and encompassing than customer service alone, and can prove to be the difference in attracting and retainin
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
JUNE 18, 2018
Research is making it clear that when it comes to business interactions, tone matters. And if you’re not taking advantage of these insights in your contact center, you might be left behind.
Beyond Philosophy
JUNE 22, 2018
Are your customers indifferent to you? Colin Shaw and Professor Ryan Hamilton discuss what it means if they are…and how can you move them to recommend you. The post Moving Customers From Indifference to Recommendation appeared first on.
CX Accelerator
JUNE 19, 2018
Empathy is defined as the ability to understand and share the feelings of another. For example, we show empathy when we put ourselves in the shoes of an elderly person and give them our seat on a crowded bus. Or when we share genuine excitement with a friend who received a job promotion. Showing this type of empathy often comes naturally to us, and is ingrained in how we act in our everyday lives.
ShepHyken
JUNE 17, 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. 5 Common Customer Service Complaints and How to Fix Them by Swati Kungwani. (Retail Customer Experience) A retail business can never be immune from complaints.
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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.
Callminer
JUNE 20, 2018
For many businesses, debt collection is an unavoidable necessity. But how can you improve your call center agent productivity while mitigating risk?
TechSee
JUNE 18, 2018
With its value clearly proven within the field service industry and Goldman Sachs predicting that augmented reality (AR) will be an $80B market by 2025, it comes as no surprise that the sector is leading the market in practical implementation of AR technology. . The ability to augment information onto objects being serviced within the physical environment is transforming the field service industry.
Fonolo
JUNE 20, 2018
Your customer is your brand. Whether your client-facing business is a long-standing institution or the brand new kid on the block, you ought to keep this one fact in mind. In the midst of an increasingly digital space, where human interactions and considerations have the potential to get lost in the mix, it’s easy to forget that most of us are in the business of people; consumers are the heartbeat of our companies, and their feedback and acknowledgement of our good work can keep us chugging alon
ShepHyken
JUNE 22, 2018
This week we feature an article by Oisin Lunny who writes about a key to providing top-notch customer experiences, Rich Communication Services (RCS). – Shep Hyken. Technology is a vital part of our daily lives, but it’s notorious for its impersonality when it comes to business-to-consumer (B2C) communications. This reputation stems from the fact that most customer interactions are still driven by business convenience, not what makes things better for the customer.
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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.
The Northridge Group
JUNE 20, 2018
The best companies are made up of employees who are both successful and committed. Motivated and engaged employees can be found in a company that promotes productivity, creativity, and innovation through its culture and leadership. Creating a culture that supports and promotes employee engagement requires an understanding of the connection between employee attitudes and performance as well as a leadership team that is accountable for building and strengthening that relationship.
Contact Center Pipeline
JUNE 19, 2018
What leader wouldn’t love to fill his or her contact center with highly skilled customer service professionals who will stay for a while and help to grow the business? That might be easier to do if you had unlimited time at your disposal, but in the fast-paced, ever-changing, always-putting-out-fires contact center environment, the need to […].
HGS
JUNE 20, 2018
I See You: Staging Better CX, Using Video. By Mandeep Singh Kwatra, HGS Vice President, Solutions and Capabilities. HGS recently released a white paper on this year’s top 10 trends in customer service. Over the course of the year, we’ll dedicate a blog post to each of these CX game changers. Here, we dissect CX Trend No.3: Smartphone Video Camera Support Is a Gamechanger, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in a higher CSAT
ShepHyken
JUNE 19, 2018
Color Your Customers’ World. How can you create strong customer loyalty while staying inspired? Shep Hyken is joined by Marilyn Suttle , conference speaker, bestselling author, and coach, to discuss her new book, Color Their World – The Art of Creating Strong Customer Loyalty. ?. Top Takeaways: The more automated things become, the more important it is to have strong customer service.
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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
Peter Lavers
JUNE 18, 2018
In my role as a SAS collaborator and recognised influencer , I was recently sent the white paper “ Darkness of Digital Shadows ” and supporting infographic. It talks about how analytics can be hampered by trying to interpret the shadows rather than the substance of the customer experience. The report got me thinking about the intention/reality gap of insight-driven marketing, and sparked a blog, which can be read at: .
Contact Center Pipeline
JUNE 21, 2018
Success will come at the C-level when it is realized that the contact center is no longer simply a source of implementing technology and managing people. It is actually a proof point for implementing change. At the contact center level, justifications for change are made on a cost-justification basis. Change justification is not congruent with […].
Customer Experience Matters
JUNE 20, 2018
The most dowloaded content that I’ve published is our free eBook, The Six Laws of Customer Experience. It’s been translated into many languages and read by 10’s of 1,000s of people. It continues to be very popular because it uses simple language and concepts to describe what we call “the fundamental truths about how organizations treat customers.” We’ve developed an updated infographic that brings the laws to life.
Customer Guru
JUNE 19, 2018
The leaders of Starbucks , the world’s favorite coffeehouse chain, have often encouraged their customers to consider the outlets to be a “third place” – a place where people spend their time outside of homes and offices: a perfect hangout spot. However, a video released in April 2018 invoked myriad emotions in people, making them not wanting to visit a nearby Starbucks any time soon; some were infuriated, some were saddened, but most of them were just confused.
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Genroe
JUNE 22, 2018
If you’ve ever written a technical blog post and wondered why no one reads it, don’t be disheartened. Technical blogging help is at hand. I’ve written this post for technical people who really know their stuff but are not sure how to write a blog post that attracts high-value readers. Writing a blog post that […]. The post 7 Simple Steps for Technical Blogging That Ranks appeared first on Genroe.
Contact Center Pipeline
JUNE 20, 2018
Few words carry as much weight for workforce management (WFM) professionals as forecasting. Nothing else has the power to simultaneously elevate and torpedo the customer and employee experience quite like a forecast. Eighty-three percent of buyers expect to be immediately routed to the agent who is most knowledgeable about their issue, making an accurate forecast […].
Ansafone
JUNE 18, 2018
Organizations looking to drive down costs while improving customer efficiencies, employee productivity and customer satisfaction understand that strategically using outside resources is a smart business practice. By leveraging the help of a business process outsourcing (BPO) firm, you not only optimize working capital but also strengthen your market position.
Answer Dash
JUNE 20, 2018
Live chat is an effective tool most organizations are using to increase both conversion rates and sales. However, success with live chat only comes when the tool is used properly. This means using the best live chat software for website that makes it possible for you to engage with customers with relevant content and provide them with necessary help as they try to make a purchase online.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Jive
JUNE 18, 2018
Phone scams are a million-dollar business. With 2.7 million phone frauds reported last year, there’s a good chance you’re the victim of a phone scam. Or perhaps you know someone hurt by one. Or you’ve read about phone scams and now you’re worried whenever an unfamiliar number shows up on your caller ID. You should worry. Total losses to fraud comes in at $905 million a year.
Omnicus
JUNE 21, 2018
Deliver the best CX with these tools and resources to acquire and retain more customers.
Ansafone
JUNE 22, 2018
Hiring other firms to help you work more effectively and increase quality is good business Wise business managers know the value of outsourcing and how it enables them to cost-effectively offer more to their customers for less. However, many consumers are wary of the practice, but this is because they confuse outsourcing with offshoring. While … Outsourcing vs.
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