Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. It goes without saying that this is an incredibly complex undertaking, particularly in large organizations with thousands of call center agents having many thousands of interactions with consumers every day.

665

665

Uniphore

SEPTEMBER 7, 2017

Delivering exceptional customer experience is the holy grail of modern business, but like King Arthur’s knights, you are unlikely to find what you seek without an effective map. Read More.

Customer Experience 266

Customer Experience 266

Customer Bliss

SEPTEMBER 7, 2017

Last week, we highlighted what Southwest Airlines was doing for those displaced by Hurricane Harvey , and now we have a few more examples to share: Mattress Mack: This story has gotten some attention , and “Mattress Mack” (real name is Jim McIngvale), who owns several Houston-area furniture stores, has opened his doors to those displaced by Harvey.

Government 173

Government CX 173

Fonolo

SEPTEMBER 13, 2017

Onholdwith.com is a community-driven platform that aims to end hold time for customers. The website tracks companies who are experiencing the most complaints on Twitter from people waiting on hold. It’s our way of recognizing which businesses need to improve their call center hold times, and could benefit from a call-back solution like Fonolo’s. But the most interesting part of onholdwith.com are the tweets themselves.

Contact Center 150

Contact Center Social Media Customer Satisfaction NPS 150

Speaker: Jason Cottrell and Brian Walker

Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.

Customer Experience

Customer Service Life

SEPTEMBER 22, 2017

This article was originally published on the ICMI Blog on August 22, 2017. Click here to read the original post. I have to admit; it’s awfully cool to work at FCR , a company where we observe the support channel mix for dozens of different companies. As an outsourcer, about 60% of our support volume is still phone, with chat and email making up most of the other 40%.

Social Media 136

Social Media Start-ups Customer Service Contact Center 136

Beyond Philosophy

SEPTEMBER 4, 2017

Walmart is debuting a towering new kiosk that makes it easier to pick up online orders in your local Walmart store. Early reviews of Walmart’s “pickup tower” give it a thumbs up. In about 20 Walmart stores, you can scan a barcode on your phone at the bright red 16-foot-tall tower in the front of the store. A door opens, your item appears, and you’re done.

Retail 158

Retail Technology Technology Customer Experience 158

Uniphore

SEPTEMBER 1, 2017

Introduction. Chat bot technology is being driven at a revolutionary pace. Yesterday’s chat bot provider is already obsolete, and today’s chat bot provider faces a juggernaut of competition the likes of which the technology world has never seen. Chatbot platforms are rapidly becoming commoditized as there are so many players with little to no differentiation.

Technology 157

Technology Technology 157

Win the Customer

SEPTEMBER 5, 2017

Rapidly increasing threats, both in person and online, are driving a demand for business security systems, according to the latest report by Markets and Markets. The global security solutions market, valued at $206.69 billion in 2016, will expand at a compound annual growth rate of 10.16 percent to reach $372.90 billion by 2022, the report projects.

Non-Profits 115

Non-Profits Retail Social Media Compliance 115

Fonolo

SEPTEMBER 12, 2017

Consumers today are more demanding than ever, especially when it comes to the call center experience. If you leave callers on hold, they will complain to your agents (leading to longer handle times) and they will vent on social media. Meanwhile, call centers are under pressure to live up to these expectations while keeping costs contained. If your company has long wait times, and if you don’t have the budget to staff up, you should consider adding a call-back solution.

Net Promoter Score 143

Net Promoter Score Contact Center Social Media Customer Satisfaction 143

Customer Bliss

SEPTEMBER 28, 2017

As I’ve been doing more episodes of my customer experience podcast , I’m increasingly hearing more stories about omni-channel collaboration and experiences. I love that. Silos need to align for the customer to have the best experience possible, and when the customer has that best experience possible, that’s really the place where revenue and growth reside.

E-commerce 100

E-commerce CX Retail Customer Expectations 100

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

Beyond Philosophy

SEPTEMBER 20, 2017

RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Over the last few days, they have proven this yet again as the airline has begun cancelling hundreds of flights. Hapless travelers are stranded in far-flung cities or stuck at home when they expected to be on holiday. Ryanair announced last Friday that it would cancel 40-50 flights per day for the next six weeks.

Non-Profits 153

Non-Profits Social Media CX Customer Experience 153

Callminer

SEPTEMBER 12, 2017

Call center statistics cover a variety of other areas including technological change, changes in consumer attitudes, and competitive considerations.

Technology 207

Technology Technology 207

Uniphore

SEPTEMBER 5, 2017

Join the chatbot revolution! There are many benefits to implementing a chatbot within your contact center, most of which directly and positively impact on the end-customer. Read More.

Contact Center 133

Contact Center 133

Myra Golden Media

SEPTEMBER 28, 2017

When I hear an excellent, and genuine, expression of empathy from a company, I make a note of it. I’ll tell Siri to capture what I heard, or I’ll just type it out. I save ridiculously good empathy statements so that I can share them with my clients. In customer service workshops, like the one I delivered Friday in Columbus, I challenge my clients to use the empathy I’ve heard (and felt) to inspire them to come up with their own empathic responses.

Customer Service 113

Customer Service Customer Experience 113

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Fonolo

SEPTEMBER 7, 2017

Here’s an obvious statement for you, “Make sure customers are 100% happy with their experiences”. This truth goes without saying, since happy customers – those who actually like doing business with your brand – are also more likely to be loyal to your brand. And as you know, a happy customer is the result of having positive experiences with your business, which leads to increased customer satisfaction and ultimately revenue generation.

Customer Satisfaction 111

Customer Satisfaction Net Promoter Score Contact Center NPS 111

Provide Support

SEPTEMBER 18, 2017

Cheat Sheet for Live Chat Operators. Chat etiquette plays a huge role in customer service. Professional and authentic interaction with clients goes far beyond the opportunity to make a sale. It helps to build a lasting relationship with the customer, inspire future communication and create fans and advocates of your brand. How to treat the customer to be able to appreciate all these benefits and escalate your service to a more professional and human level?

Customer Service 111

Customer Service Sales 111

Beyond Philosophy

SEPTEMBER 13, 2017

When you are making decisions, you carefully consider all the facts and factors that present in a logical and orderly process, right? Not so fast. You rarely make decisions this way—and neither do your customers. The truth is that psychological principles often influence the decision-making process; you might even say take over. But don’t feel bad that you didn’t know.

Customer Loyalty 149

Customer Loyalty Customer Experience 149

Callminer

SEPTEMBER 19, 2017

Call center supervisors must continue to monitor metrics, measure results, and tailor ongoing training to ensure that agents’ needs are met and that call center activity is in line with objectives.

Technology 182

Technology Technology 182

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.

Voice of the Customer

Uniphore

SEPTEMBER 6, 2017

Language versus Intelligence. Natural Language Understanding and artificial intelligence are often terms that are used interchangeably when describing virtual assistants, but they are actually two different things. Read More.

Artificial Intelligence 0

Artificial Intelligence AI 0

Taylor Reach Group

SEPTEMBER 12, 2017

By: Turaj Seyrafiaan. A few years back, I meet with a potential client. During these meetings, I routinely asked about the current operation of the Contact Center, what changes they had initiated (along with the results) and what pain points they were currently facing. In this meeting, she walked me through all the recent efforts in installing new technologies (such as CTI) and procedural changes resulting in a “much more efficient call handling”.

Contact Center 94

Contact Center Compliance Start-ups Sales 94

ProProfs

SEPTEMBER 13, 2017

Identifying the ‘right’ learning management system (LMS) for your business can be quite a hassle. In an industry filled with so many eLearning vendors, it can be tricky to find the best deal. Nearly every solution provider you interact with will claim to have the perfect tool that can support all your eLearning needs. That is certainly not the case!

Start-ups 107

Start-ups Compliance Engineering Sales 107

Myra Golden Media

SEPTEMBER 5, 2017

My course, “Delivering Bad News to a Customer” for Lynda.com and LinkedIn Learning is now live! If you struggle with how to deliver bad news to customers, you’ll want to take this class. Here’s a description of the course: Customer service is about providing the best experience to a customer—yet, a lot of the time customer service reps find that their hands are tied and that what the customer wants is not something the rep can deliver.

Customer Service 101

Customer Service Customer Experience 101

Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?

Technology

Beyond Philosophy

SEPTEMBER 6, 2017

When you are improving your Customer Experience (CX), measuring your progress is crucial. Measurement tells you what you are doing right and, perhaps more importantly, what you are doing wrong. The analysis also helps you determine goals for your team and where to focus your efforts. It also helps you allocate proper resources. Fail to measure correctly, and you will have a tougher road to success—or miss the road altogether.

Legal 121

Legal Finance CX NPS 121

Callminer

SEPTEMBER 11, 2017

This is the core of service delivery optimization: helping employees outside the contact center manage service delivery just as well as your contact center employees do.

Contact Center 182

Contact Center 182

Uniphore

SEPTEMBER 8, 2017

Doing a better job than an agent. While a robot would never be able to take the place of agent 007, there is a school of thought that suggests that a personalized self-service solution offers many advantages over a human contact center agent. Read More.

Contact Center 124

Contact Center 124

Heart of the Customer

SEPTEMBER 12, 2017

Creating a compelling vision is one of the trickiest aspects of an effective customer experience (CX) program. A solid CX vision aligns teams, allowing your front-line employees to decide how best to serve the customer without needing to escalate. Capital One 360 focuses on simplicity. They refuse to implement a new program or product without […].

CX 92

CX Customer Experience 92

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CX

ProProfs

SEPTEMBER 5, 2017

The promise of a personalized approach to impact the practice of teaching & learning and offer more result-focused knowledge enhancement to students is a tall order which the present day instructors are facing. The educators in the K-20 space are facing the challenge to offer customized, one-on-one instruction that is key to creating an engaging learning experience in an era where every student has a unique learning style.

Education 102

Education Artificial Intelligence Technology Technology 102

Fonolo

SEPTEMBER 19, 2017

One of our goals with the Fonolo blog is to help you stay current on the many aspects of the fast-moving contact center industry. To that end, we’re always on the look-out for new industry research, studies, surveys and whitepapers. The vast number of companies doing “content marketing” means there is a lot of material out there. Sadly, that’s made it hard to find quality among all the fluff, so we’ve assembled 4 recent reports that we feel are worth your time.

Social Media 89

Social Media Contact Center B2C Customer Satisfaction 89

Beyond Philosophy

SEPTEMBER 27, 2017

After Hurricane Irma’s recent march through Florida, millions of people lost internet, phone and cell phone service. Frustrated by an inability to contact loved ones, conduct business and get news, they looked for answers from their cable, cell phone and internet providers. Well, they didn’t get much. “I wish they would tell us what was going on,” complained one AT&T UVerse customer.

Start-ups 117

Start-ups Customer Experience 117

Callminer

SEPTEMBER 6, 2017

Average speed of answer is one of the most important metrics for call centers. It is closely tied to those of average handle time and first call resolution.

182

182

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.

Customer Experience