July, 2021

Uniphore & Jacada Help You Innovate Your CX

Jacada

On July 27th 2021, Uniphore and Jacada signed a definitive agreement according to which the two teams will become one.

Employee Experience: Are You Providing Feedback or Feedforward?

Futurelab

A critical component of a great employee experience is feedback – both from peers and from management. The iterative, continuous improvement that happens as a result of that feedback is important to an employee’s development, productivity, and engagement. But does that improvement really happen?

208
208
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

The Surprising Payoff of Being a Mentor

The Belding Group

The things you will learn as a mentor will stay with you all of your life. The first thing you'll learn is that the process of teaching and guiding an eager student will have a unexpectedly positive impact on you. Shaun Belding | www.shaunbelding.com.

141
141

6 Important Soft Skills Every Call Center Agent Needs

Fonolo

Call center employees wear many hats! Agents are tasked with providing customer service, solving customer problems, and conducting research — all with a smile and a positive attitude.

4 Quick and effective ways to improve your customers ecommerce experience

Adrian Swinscoe

This is a guest post by Lucy Manole, a creative content writer and strategist at Marketing Digest. Having a beautiful eCommerce website packed with stunning visuals […]. The post 4 Quick and effective ways to improve your customers ecommerce experience first appeared on Adrian Swinscoe

130
130

Customer service tip: Lose the rules

Shaun Belding

Customer Service Tip: Lose The Rules Here’s a huge customer service tip: Lose the rules, and make it EASY for customers to do business with you.

3 Ways Employee Disengagement Is Hurting Contact Centers

Jacada

Employee disengagement is rampant in contact centers. Imagine a fire department where two-thirds of the firefighters on duty weren’t ready to respond to a call. How about a restaurant where two-thirds of the wait staff weren’t talking to patrons.

More Trending

The Meeting Missing Boss

The Belding Group

"I have a great boss. The one problem I have with her is that she quite often misses our meetings. She keeps meetings with everyone else, but she seems very comfortable continually postponing meetings (with me), or just not showing up until a considerable time later.

130
130

How to Calculate Cost per Contact in the Call Center

Fonolo

There are many different call center metrics used to measure activity and efficiency. Key Performance Indicators, or KPIs, can be tracked through integrated phone systems and call center cloud-based technology.

Hyper-Personalisation in Financial Services: What is it and how to achieve it.

Adrian Swinscoe

In the second half of May, I hosted a webinar discussion on Hyper-Personalisation in Financial Services. I was joined by Ian Ashby, Principal Strategist for Customer […]. The post Hyper-Personalisation in Financial Services: What is it and how to achieve it. first appeared on Adrian Swinscoe

130
130

7 ways leaders can model great customer service

Inside Customer Service

I recently worked with two clients in the same industry. There were a lot of similarities between the organizations. The business models were similar, they were roughly the same size, and their products were essentially the same.

Sales Development Representative

Jacada

WE'RE HIRING. SALES DEVELOPMENT REPRESENTATIVE. Sales Development Representative. If you thrive in the thrill of the hunt and celebrate gaining the interest and respect of prospective buyers, then we need to talk!

Sales 207

Three tips for delivering great omnichannel customer service

Callminer

As customer expectations shift, more and more expect a seamless experience across channels. Organizations need to deliver omnichannel customer service

A Great Mentor Can Change Your Life

The Belding Group

A Great Mentor Can Change Your Life There’s a great quote by Thomas Jefferson – “I’m a great believer in luck and I find the harder I work the more I have of it.”

130
130

7 Call Center Empathy Phrases Every Agent Should Use With Their Customers

Fonolo

Every company needs strong customer service to set them apart from its competitors. After all, customers are more loyal to businesses that treat them with respect, kindness and that support their needs. Customer service in a contact center is especially important.

Creating outstanding CX from the top-down and bottom-up

Adrian Swinscoe

This is a guest post from Matt Roberts, co-founder of Zokri. There’s a reason why strategy frameworks like Balanced Scorecard (BSC) have the ‘Customer’ as the […]. The post Creating outstanding CX from the top-down and bottom-up first appeared on Adrian Swinscoe

How to Avoid the “Woe is Me” Employee Mentality

The DiJulius Group

Are you fighting “Woe is Me” syndrome? By Dave Murray Many organizations today, regardless of business model or industry, are experiencing the same struggles – customer demand is at an all-time high and staffing is a major issue.

How to Cut Call Center Agent Onboarding In Half

Jacada

How to Cut Call Center Agent Onboarding Time in Half. and Make Every Agent Your Best Agent. August 25th | 11 AM EDT | 4 PM BST. Register Now. Brian Cantor Leading CX Industry Analyst Contact Center Week. Kumaran Shanmuhan CX & Automation Consulting Leader Jacada.

Legal 177

Introduction to Responsible AI: Unpacking Bias

Callminer

Part of what makes Responsible AI difficult is the vast set of ideas, theories, and practices that it interacts with. The CallMiner Research Lab unpacks some of the many terms that define the space

AI 182

3 Ways to Motivate People

The Belding Group

The ability to motivate the people around you is a tremendous skill to acquire. But how do you do it? Here are three general strategies you can use to motivate other people: Shaun Belding | www.shaunbelding.com. Achievement & Success Winning with Employees Winning with People Workplace Tips

130
130

How to Evaluate Call Center Agent Performance

Fonolo

Performance measurement isn’t a new concept. Italian mathematician Galileo was already talking about the importance of measuring progress in the late 16th century: “Measure what is measurable and make measurable what is not so.”.

Two radical ideas for experience leaders

Adrian Swinscoe

Prior to the pandemic, I often heard tales of people talking about how their busy days were full of back to back meetings. On hearing these […]. The post Two radical ideas for experience leaders first appeared on Adrian Swinscoe

130
130

The Shortest Customer Service Keynote Speech Ever!

Shep Hyken

I’ve written about today’s topic before. The idea I’m about to share is really common sense. Even if you didn’t read my past articles or watch my videos about this, you still know and understand it. Yet, it’s worth bringing up again, as I have a new twist on it.

Social Media Study: Stress Hurts Call Center Employees and the Customer Experience

Jacada

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience.

What is Conversational Intelligence?

Callminer

Conversational intelligence is a powerful tool that can help organizations gain a deeper understanding of customer interactions. Read more about what it is and its applications in our blog

182
182

Building a Customer-Oriented Company: Strategies & Examples

Help Scout

Being “customer-oriented” boils down to one idea: helping people. As simplistic as it sounds, this ethos is the key to making it work as an organization.

6 Tips to Optimize Your Call Center IVR

Fonolo

You’re probably familiar with IVR, or Interactive Voice Response, is a menu system that connects customers to the information they need in your call center.

Why should you personalize everything for your customers

Adrian Swinscoe

This is a guest post from Jill Goodwin, a Content Master & Writer of Amazing Ideas. Your customers want to feel noticed. They’re keen to communicate, […]. The post Why should you personalize everything for your customers first appeared on Adrian Swinscoe

130
130

How To Reduce Turnover and Retain the Top Talent in an Employee Market

The DiJulius Group

Across the United States, companies are struggling with hiring and retaining quality employees. Unemployment rates are high but still there is a labor shortage. With many open positions, it’s very difficult to get people to apply and show up for interviews. The market is hot!

114
114

7 Knowledge Management Best Practices That Drive Great Customer Service

Jacada

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? How can organizations more effectively direct customers to the knowledge they’re looking for?

Your customer service “Oh Sh*t Kit”

Customer Service Life

Planning the bachelorette party for a dear friend, I knew that “Oh Sh*t Kits” are a must to include for the bride tribe.

How to Say YES – Every Time

Shep Hyken

How do you say Yes to every customer request ? Is it possible? Is this customer service utopia? My friend Christine Trippi wrote a book titled Yes Is the Answer. And Cameron Mitchell, about whom I’ve written before, wrote a book with a similar title, Yes is the Answer. What is the Question ?

What is a Net Promoter Score?

Fonolo

Companies use all sorts of metrics and techniques to evaluate their customers’ satisfaction with their products and services. Google reviews, social media activity, and customer service surveys all help companies learn about their customers’ experiences.

We need to talk about the messy middle of customer experience

Adrian Swinscoe

Last month I was asked to appear on a BBC local radio show to talk about customer service and why often it can be so hard […]. The post We need to talk about the messy middle of customer experience first appeared on Adrian Swinscoe

048: A World-Class Patient Experience

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group interviews Dr. Vance Thompson, owner of Vance Thompson Vision, who have totally disrupted the LASIK and cataract surgery industry.

114
114

Why monitoring systems are essential to great customer experience

Inside Customer Service

Note: The following is an excerpt from Chapter 7 of The Guaranteed Customer Experience. Daniel Pascoe has never owned a car. That might seem inconceivable to many people, but a car isn't necessary if you live in a city that has reliable public transportation—like Portland, Oregon.

These 20 Empathy Statements Will Straight-up Make You a Customer Service Boss!

Myra Golden Media

Download the empathy statements PDF and practice your first five empathy responses to customers. Grab your empathy sheet! Customer Experience Design