Squelch

FEBRUARY 15, 2019

Metrics 100

Metrics Contact Center Customer Experience 100

Contact Center Pipeline

JUNE 26, 2019

Early in my management career, I followed the Golden Rule: Treat others as I would want to be treated. I believed that if I treated everyone the way I would want to be treated, it meant I was a great manager. Yet, I had significant conflicts with some members of my team. Often, I felt […].

Personalization 244

Personalization Contact Center Management Coaching 244

Beyond Philosophy

AUGUST 1, 2019

When I created Beyond Philosophy, I chose the name for a reason. I believe it is crucial to do more than discuss your theories about Customer Experience strategy. Sure, you need to think about it, understand the philosophy behind it as well as the science, but after that, you should go beyond the philosophy and do something. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience.

Journey mapping 373

Journey mapping Customer emotions Scripts Consulting 373

TeamSupport

MAY 3, 2019

Feedback matters in the customer-centric era of business we work in. Whether it’s a customer telling your CEO that an agent did a great job or giving them a “negative” face after a chat session, there are many ways companies can receive feedback about their business. One method that has increased in popularity over the years is ratings on third-party sites.

Customer Service 96

Customer Service Feedback Customer centricity Marketing 96

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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.

Contact Center

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.

Journey mapping 345

Journey mapping Metrics Telecommunications Sales 345

ShepHyken

AUGUST 20, 2019

Think Like Amazon. Innovation from the World’s Leading Customer-Obsessed Company. Shep Hyken interviews John Rossman. They discuss John’s new book, Think Like Amazon , and how to utilize the key factors that drive Amazon’s success. The Interview with John Rossman: Innovation and success come from developing and committing to systems. Be deliberate in how you approach your work and have a “playbook” you can pull from for any situation.

Personalization 375

Personalization Customer Service 375

Callminer

JUNE 3, 2019

More companies are mastering their use of analytics, and are delving deeper into their data to increase efficiency, gain a greater competitive advantage, and boost their bottom lines even more.

Analytics 345

Analytics 345

Myra Golden Media

JANUARY 23, 2019

When you have an enraged customer on the phone or in front of you, nothing threads the needle like mirroring the customer’s words. Copying the customer’s angry expressions makes the customer feel heard and understood. When the unreasonable customer feels like you’re listening is when they go from a boil to a simmer. There are only three things you have to remember to do with mirroring.

Customer Service 316

Customer Service Call Center 316

CX Global Media

JANUARY 15, 2019

Some wars seem to rage on forever. Whether you’re fighting the battle to stop eating that dessert you love that’s bad for you, or you continuously battle a war with contact center agent performance, it’s time for you to enjoy the sweet taste of victory. In more than twenty years in the contact center industry, improving agent performance has always been a major focus.

Contact Center 304

Contact Center Schedule adherence Coaching Metrics 304

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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.

Analytics

Steve DiGioia

NOVEMBER 25, 2019

Your eyes were bugged-eyed open, and they darted back and forth hoping to see everything (but they never did). Sweat started, a little at first, then it seemed to flow from every pore and made your clothes stick to places you didn’t even know you had. Your hands tightly gripped the steering wheel while you prayed no one crossed your path and if they did, heaven help them.

Personalization 257

Personalization Sales Management 257

TechSee

JULY 18, 2019

Imagine this scenario: It’s Amazon Prime Day and you’re thrilled to have snagged the limited-edition wireless streaming stereo system you’ve had your eye on. When it arrives, you open the box and see… a whole load of parts. There’s also a 126-page user guide that raises your blood pressure every time you turn a page, but you manage to set it up… after about an hour.

Customer Experience 207

Customer Experience Wireless Self service Contact Center 207

Contact Center Pipeline

NOVEMBER 26, 2019

The universal agent is certainly not a new concept for contact centers. Next-available agent routing models have long relied on the use of experienced agents who have been cross-trained to handle a wide variety of call types, from technical support to billing to sales. Within today’s contact center, however, several trends are converging and creating […].

Contact Center 253

Contact Center Technical Support Sales Call Center 253

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. I wondered how I did that. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

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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

Sampson Lee

JULY 10, 2019

Heads up! Expecting growth through CX-related programs, departments and tech is actually creating havoc in customer experience momentum.

Customer Experience 224

Customer Experience 224

CX Accelerator

MARCH 14, 2019

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Consider all the skills required to thrive in the role.data crunching, storytelling, journey mapping, process improvement, change management, strategic thinking, influencing behaviors, project management.the list goes on. It's essentially impossible for any one person to be strong in all of these areas.

Personalization 369

Personalization Customer Experience Journey mapping Education 369

Customer Contact Central Submitted Articles

SEPTEMBER 26, 2019

Purposeful leadership traits for call center and contact center leaders. Are you looking for ways to be a better leader? Be early. Say "you're welcome.

Call Center 187

Call Center Contact Center 187

ShepHyken

NOVEMBER 22, 2019

What Are They Doing That Your Business Is Not? This week we feature an article by Robert Occanyan who shares what successful customer support teams are doing to deliver an exceptional customer experience. . Here’s an important fact that customer support teams should always remember—people are more likely to remember negative experiences over positive ones.

Customer Support 367

Customer Support Multi-channel support voip Benchmark 367

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 Experience

ProProfs Blog

DECEMBER 22, 2019

“Instead of focusing on the competition, focus on the customer,” Scott Cook. With the ever-changing scenario of business globalization, companies are thriving hard to retain their brand’s loyalty by creating cutting-edge product sales strategies. There was a time when offering a good product at a reasonable price was enough for a company to stand out from competitors.

Customer Service 152

Customer Service Customer retention Feedback Airlines 152

Myra Golden Media

DECEMBER 8, 2019

I’ve designed start-up chat support for banks, libraries, consulting companies, medical practices, and contact centers. When I set up a chat platform for my clients, I have two goals. First, I want to deliver a fast and complete support experience. Meaning, I want to answer the customer’s questions and solve any issues. And second, I want zero customer frustration.

Banking 276

Banking Consulting Consulting Contact Center 276

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so — it usually can be. So, what’s a company to do to earn an even better CSAT score? Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI).

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

Steve DiGioia

APRIL 1, 2019

As I lay in bed, coughing and sneezing from a cold, dreading even going to the kitchen for a glass of water because of aches and pains from my unseen tormentor, I’m comforted knowing, “boy, I’m sure glad I didn’t have to go to work today”. But what if I did? How would I be able to serve my customers with these rotten cold symptoms? That’s the question every service provider must answer on those days when we’re not at our best.

Airlines 269

Airlines Customer Service 269

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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.

Lumoa

JANUARY 17, 2019

Wondering what is the optimal way to measure customer experience? Choosing customer experience metric seems to be a complex process? Don't let the variety trick you. Start collecting customer feedback and measuring customer experience with a simple and easy KPIs and metrics!

Customer Experience 156

Customer Experience Metrics Feedback 156

Contact Center Pipeline

MARCH 20, 2019

Consumers are increasingly turning to virtual assistants to save time and effort in their personal lives. Similarly, chatbot technology offers considerable benefits internally to assist agents in delivering quick, accurate responses to customers, as well as streamlining followup tasks, communications, scheduling and HR requests. In Part 1 of this series, our experts discussed typical applications […].

Chatbots 261

Chatbots Contact Center Technology Personalization 261

Beyond Philosophy

DECEMBER 20, 2019

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough. Moreover, they also fail to recognize the intensity of that emotion. Understanding the significance and managing the power of customers’ emotions is essential to your Customer Experience outcome.

Customer emotions 390

Customer emotions Consulting Consulting Call Center 390

Customer Service Life

APRIL 1, 2019

This post was originally posted as a featured contributor on ICMI. Eat only healthy snacks at work, lose weight and burn calories through your daily exercise. Save your company gobs of money by not getting sick. If this is all your workplace wellness program includes, it stinks. And, your employees are likely sick of it. Creating a wellness program at your office is all the rage.

Construction 146

Construction Morale Contact Center Finance 146

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

Squelch

JANUARY 25, 2019

A day in the life of a customer support agent is anything but typical! Find out how different tool sets and internal systems help your agents meet both customer and company needs.

Customer Support 124

Customer Support 124

Fonolo

DECEMBER 5, 2019

As we head into 2020, data is becoming more crucial for successfully running a call center than ever. In the past, the efficiency of a call center hinged on management’s ability to identify flaws in their processes and opportunities to improve the running of the center. In the coming year, we expect to see AI take on more of these responsibilities in the contact center: Handling routine tasks, routing inquiries to the best place, and suggesting areas for improvement.

Call Center 125

Call Center Metrics First call resolution Contact Center 125

ShepHyken

DECEMBER 27, 2019

This week we feature an article by Katie Mares who explains how any business or organization can provide its customers with a five-star experience. The best way I can describe ‘customer service’ is by using the word transaction. ‘Service’ is what we do, it is a product or the transaction to receive the product. According to dictionary.com an experience is; “a particular instance of personally encountering or undergoing something: or the observing, encountering, or undergoing of things generally

Personalization 353

Personalization Customer Experience Customer Service Marketing 353