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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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.
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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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
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.
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 […].
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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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.
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
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 […].
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
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!
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.
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.
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 […].
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.
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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.
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.
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.
TeleDirect
JUNE 19, 2018
Medicare continues to grow. And so do the ever-evolving responsibilities related to effective patient communication, billing inquiries, and other healthcare administrative tasks. Accountable care organizations (ACOs) are a key aspect in improving Medicare’s total continuum of care. From following up with patients to screenings and even satisfaction surveys, ACOs are considered the front-line for the three Ps of Medicare transactions: Patients – most ACO patients are Medicare beneficiaries, altho
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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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.
Jive
JUNE 21, 2018
The workforce has gone digital. When discussing digital workforce transformation, other articles will usually throw out remote worker stats and studies about mobile device use. While these can offer some insight into the digital trends shaping today’s workforce, they also fail to give you a full picture. What we’re seeing is the emergence of a truly digital workforce.
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.
Nexmo
JUNE 20, 2018
“The limits of my language means the limits of my world.”—Ludwig Wittgenstein Language is one of those rare things that has the ability to both unite and divide us. Not just by what is spoken, but also by the language it is spoken in. You may hear the wisest words ever spoken, but if they’re […]. The post Expand Your Global Reach with Native-language Text to Speech appeared first on Nexmo.
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