Monet Software
JANUARY 6, 2020
Forecasts are never 100%, but real-time call center data analysis helps fill the gaps. As we discussed here , contact center leaders spend significant time and energy creating detailed workforce management forecasts. In many cases, initial predictions are made for the year and adjusted quarterly, monthly, and then weekly or daily as shifts are scheduled.
Contact Center Pipeline
JANUARY 9, 2020
Customer-centric brands have put considerable time and resources into honing their ability to track, understand, manage and differentiate the customer’s experience. Now business leaders are increasingly aware of just how much is at stake when there is a lack of corresponding investment in their workers and the work environment. Employees’ expectations of employers have been […].
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ShepHyken
JANUARY 10, 2020
This week we feature an article by David Meerman Scott who has written a new book, Fanocracy: Turning Fans into Customers and Customers into Fans about turning customers into customers and customers into fans. He shares a couple of examples about how companies have used lying and “Fake news” to turn customers into fans. Do you believe statements like “Your call is important to us” or “Due to higher than expected call volume, your wait time is longer than normal”?
ClientSuccess
JANUARY 10, 2020
When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For many, onboarding is one of those situations. From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. .
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Upstream Works
JANUARY 9, 2020
So far, this series has addressed the impact of digital transformation and the importance of personalization as key contact center trends to follow in 2020. That’s a lot of ground to cover, but these are the core building blocks for delivering a great customer experience – CX – all the time. While that level of customer support may only seem aspirational, it’s actually quite achievable when you deploy the right technologies to drive the right outcomes.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Toister Performance Solutions
JANUARY 7, 2020
I frequently get this question. Leaders want to get their employees obsessed with customer service. The first step on that journey is creating a customer service vision statement. Many leaders ask me if they should share the statement with customers. Typically, this means incorporating the vision into advertising, branding, or other marketing messages.
Fonolo
JANUARY 8, 2020
There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? SMS remains the most ubiquitous channel, but least flexible. Competing against it are the big corporate-owned messaging platforms: Messenger and WhatsApp (both from Facebook), Apple’s Business Chat, and Google’s offering called (for now) Google My Business Chat.
Unymira
JANUARY 7, 2020
Wikis are like hammers. They get used for a lot of things they weren’t designed for and end up doing more harm that good.
The Northridge Group
JANUARY 9, 2020
When Quality programs measure agent performance, it is tempting to create “check the box” procedures that are very uncompromising. The rationale is that this creates very clear expectations for the agents and allows them to make adjustments to their behavior that will improve the customer experience. Unfortunately, this approach fails to take into account that you cannot change behavior by measuring anything other than behavior.
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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.
BlueOcean
JANUARY 6, 2020
Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. But there’s a lot to unpack when it comes to creating and sustaining an effective, elegant omnichannel design that truly improves the customer’s holistic experience with your brand.
Totango
JANUARY 7, 2020
Onboarding is an opportunity to set your customer up for success. It is the first glimpse they get of your product and your team, and your first chance to demonstrate how you can help them meet their business goals. Your customer onboarding workflow should guide you through the process of helping your customer integrate the product into their daily business activities so they can start achieving their goals.
Customers That Stick
JANUARY 7, 2020
Here it is! Our first official blog post of the 2020s. What better way to start off the new year and new decade — a decade that I hope will be marked by incredible improvements in customer experience design, thinking, and execution — than by taking a look at one of the most essential ingredients of customer experience: leadership. The Culture/Experience Connection.
Inbenta
JANUARY 8, 2020
Self-service: definition. Self-service is a solution or a group of solutions enabling your web users to be completely autonomous on your website or intranet. This affect actions that are usually quite simple, such as managing a contract, asking for a quote or even finding the answer to a customer support request. Self-service: to meet what need? The implementation of one or more self-service solutions becomes relevant when a client service department is facing numerous online requests, to the po
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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.
A Better Answer
JANUARY 6, 2020
Feeling the pangs of burnout? Wondering why there doesn’t seem to be enough hours in the day to complete all your work at an optimal level? To maximize your productivity and ensure you’re able to satisfy all high-level initiatives of your job, consider hiring a Virtual Assistant.
ChaseData
JANUARY 8, 2020
Call center agent burnout is one of the most common problems in the industry. The fast pace and demanding schedule of an agent’s position can be enough to overwhelm those who are not accustomed to the work. Likewise, while the work is quick-moving, it can also be tedious and tiresome to the mind. How can you make your center different? How can you decrease the problem of call center agent burnout, without sacrificing productivity and profit?
CSM Magazine
JANUARY 6, 2020
All businesses need to offer a good level of customer service if they want to stay afloat. Of course, exceptional customer service can help you to stand out from the crowd and gain a bigger share of the market. However, law firms have traditionally shied away from introducing customer-led initiatives. As companies routinely require the services of commercial lawyers, many law firms assume their customer base is guaranteed.
Connect
JANUARY 6, 2020
Investment in customer experience technology is set to soar in the next decade, as organisations seek to increase customer understanding, improve loyalty, reduce churn rate, and meet consumer demand for more personalised experiences.
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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.
Contact Center Pipeline
JANUARY 7, 2020
I don’t know about you, but I love my pause button so much that I pay my cable company insane amounts of money monthly for the privilege of its use. I tried living without it and just couldn’t. I can pause live TV to make a call, take a call, answer the door, turn down […].
Totango
JANUARY 9, 2020
Every business needs to grow. However, in today’s customer-centered economy, simply seeking out new customers is not enough. Companies today are instead looking to implement a customer expansion strategy. Customer expansion isn’t about pushing current customers to spend more; rather, it’s about creating extra value that customers will benefit from. Customers are willing to pay for this new value, which helps you increase your company’s revenue.
Beyond Philosophy
JANUARY 10, 2020
If I asked you for $100, what would you say? My guess is no. You probably have a rule against giving people money just because they asked you. But what if I asked you for $1? Most of us would probably be okay with that. Sure, it’s still giving money, but it’s only $1, and that isn’t the same thing. However, by saying yes to giving me $1, you broke your rule about giving people money just because they asked you.
ShepHyken
JANUARY 8, 2020
One of our faithful Shepard Letter subscribers emailed me a story. He was at a store, and the employee was friendly and engaging. But when he saw her later—when she was off duty—she acted indifferent toward him, almost rude. She wouldn’t even smile, which made him wonder, “Shouldn’t people greet you as warmly outside of their work environment as they do while on the job?”.
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Contact Center Pipeline
JANUARY 8, 2020
I love the idea that CallShaper was first developed for use in their own contact center. It was from there that CallShaper became independent. What a way to develop and use a product, knowing all of its capabilities and improvements to be made prior to release for general use. I had the opportunity to sit […].
Steve DiGioia
JANUARY 6, 2020
We scour resume after resume in search of the best candidate. But, as a service provider, we never truly know the applicant’s skill set until they’re hired and in contact with your precious customers. Sometimes we’re lucky and hire a gem who goes on to build customer relationships lasting years. This is a dream hire. But other times, we hire a dud who chases our clients away.
Myra Golden Media
JANUARY 8, 2020
We took my son’s phone in for repair. After looking at the phone, the employee said. “Liquid has come in contact with this phone. Your warranty doesn’t cover this, but we have a couple of options. We can repair the unit, or we can sell you a refurbished model.”. While I wasn’t happy to learn that we’d have to pay for repair or a new phone, I did appreciate the way the employee delivered the news.
ShepHyken
JANUARY 7, 2020
Customer Fandom. How to Build Your Customer Fanbase. Shep Hyken interviews David Meerman Scott. They discuss his new book, Fanocracy: Turning Fans into Customers and Customers into Fans , and strategies for businesses to turn their customers into fans and vice versa. Top Takeaways: Human beings naturally crave connection and the feeling of belonging.
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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.
Contact Center Pipeline
JANUARY 6, 2020
I always look forward to the new year and the enormous promise it holds. As 2020 begins, it’s an opportunity to reflect on what we’ve accomplished in the past year, and the place that Contact Center Pipeline holds today as a strong contact center resource, with a large archive of independent contact center articles and […].
ProProfs Blog
JANUARY 7, 2020
Customer. Vendor. Seller. Buyer. All of them have been around since the concept of commerce started. Fast forward to 2020. Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . And rightfully so. . It only takes one bad experience for the customer to swear off your business forever. .
GetFeedback
JANUARY 5, 2020
Churn can cripple any organization. These 40 customer retention stats reinforce the growing need for effective customer experience management.
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