7 Things Contact Center Agents Know To Be Happy In Their Job
Callminer
FEBRUARY 20, 2019
Not every contact center is set up to make it easy to be a true problem solver and provider of excellent customer service.
February, 2019
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Contact Center CX: Next Issue Avoidance
CX Accelerator
FEBRUARY 6, 2019
Last week, Brittany Naylor (Vice President of Customer Support for Service Direct) queued up a wonderful topic in our CX Accelerator slack channel. It was "Next Issue Avoidance" and how support leaders are bringing this critical concept to life. For those not familiar, the idea of "Next Issue Avoidance" was introduced as part of "The Effortless Experience " in 2011.
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5 strategies to drive your next wave of growth
Intercom, Inc.
FEBRUARY 14, 2019
You often hear great talks about the founding story and how to drive that first phase of growth. At SaaStr , I talked about what happens after that, how you can drive your next phase of growth. When you are starting a business, or joining a new one, you are excited and full of ideas. You probably have a goal in mind. It might be to launch a new product, to define a new category or to hit $1M in revenue.
Customer Experience ROI: How You Prove You Understand Customer Experience Strategy
Beyond Philosophy
FEBRUARY 6, 2019
Customer Experience as an industry is at a crossroads. As I have written before , the results that we should be seeing are not there. It’s time to put up or shut up. If we as an industry do not turn it around, we might see our budgets and headcounts reassigned somewhere else. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerTh
An Introduction to AI in Customer Service
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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.
How customer service chatbots are redefining support with AI
Intercom
FEBRUARY 22, 2019
Artificial intelligence is radically redefining the customer service landscape. From automated emails to visual search , AI allows companies to better support their customers at more touchpoints along their journey. Nowhere is this radical change to the customer experience as apparent as in the new wave of chatbots. AI-powered chatbots have become widely available and let you do what was once impossible: help customers 24/7, answer questions without any human intervention and provide support to
The Components of Intelligent Agent-Engagement
Uniphore
FEBRUARY 22, 2019
While assisted service aptly describes the human-touch component, intelligent agent engagement more accurately describes the human-touch fueled with technology to drive improved operational efficiency. Read More.
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5 Quick-Win Customer Experience Strategies To Put Into Place
Lumoa
FEBRUARY 17, 2019
Check the latest easy quick-win loyalty-boosting customer experience strategies to power up your CX in 2019!
Why SaaS growth isn’t just about acquiring new customers
Intercom, Inc.
FEBRUARY 12, 2019
Unless your business is transactional, nurturing your existing customers should be just as important as acquiring new logos. The way I see it, closing a deal is just the first step. It’s what comes after – onboarding, upselling and cross-selling, renewal – that determines your customers’ ability to grow with your product and, consequently, the fate of your own growth.
The Framework You Need to Survive in Retail
Beyond Philosophy
FEBRUARY 19, 2019
Organizations cannot afford to be operationally driven. A Customer Experience focus is a necessity of survival in today’s hyper-competitive and disrupted retail market. That said, not every organization realizes this fact yet, which I find disappointing. I was talking to the C-Suite of a retailer (who shall remain nameless) about Customer Experience.
How to De-escalate Using the Snatch and Flip Technique
Myra Golden Media
FEBRUARY 15, 2019
When your customer furiously tears in, not letting you pinch in so much as “um hmmm,” regain control using the Snatch and Flip technique. Here’s what you do. 1. Listen (Try to be fully present, listening without annoyance.). 2. Identify the subject that has hacked the customer off. (This tends to be the thing they bring up repeatedly.). 3.
The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Using Lean Management & Human-centered Design to Improve Government Customer Experience
Taylor Reach Group
FEBRUARY 5, 2019
Lean Management is a customer-centric methodology used to improve the current business process by using the DMAIC (Define, Measure, Analyze, Improve, and Control) technique. Following the DMAIC blueprint will provide organizations insight into what the actual root cause problem is by measuring and analyzing various data sets, and developing process flow maps to understand the “as is” state.
Hear from the Experts How AI Drives Better Customer Experiences
Callminer
FEBRUARY 18, 2019
Using artificial intelligence to evaluate and understand past contact center conversations shows businesses what to expect and gives them the opportunity to be proactive in the future.
What is the Motivation for Companies to Adopt Self-Service?
Uniphore
FEBRUARY 25, 2019
Self-service is often the first step of the customer service journey. It is at this time that the solution can either enhance brand perception or hurt brand perception, so the importance of self-service cannot be over emphasized. Factors driving organizations to invest in self-service include: Read More.
Product engagement: the most important metric you aren’t tracking for your SaaS business
Intercom, Inc.
FEBRUARY 18, 2019
If you have followed us over at Sherlock , you will likely have heard us say many times that product engagement is the lifeblood of any SaaS business. This is because the entire SaaS business model is dependent on people using (and getting value from) your product consistently over time. The entire model is dependent on product engagement. In short, creating a method for scoring engagement is essential for every SaaS business.
4 HR Priorities for 2025 to Supercharge Your Employee Experience
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
How To Measure Authentic Customer Emotions In Real Time
Beyond Philosophy
FEBRUARY 22, 2019
There is a big challenge when measuring customer emotions as you are asking customers how they felt in an experience, as this is done retrospectively, a while after they had the experience. Many times, Customers don’t remember how they felt or, for several reasons, they don’t want to tell you. Using technology, you can now measure customer’s emotions in real time!
6 Reasons Why You’re a Rookie At De-escalating
Myra Golden Media
FEBRUARY 4, 2019
Inflammatory words and an aggressive tone heat up an interaction like an oven heats up a room. The five biggest mistakes I see customer service professionals make when talking to upset customers are: Aggressive tone – A direct or authoritative tone will quickly lead to an escalation in aggression or to a supervisor. Making threats – Spitting off, “Calm down or I can’t help you” will assuredly not make a customer calm down.
Top 7 Soft Skills Your Employees Need To Be Trained On
The DiJulius Group
FEBRUARY 6, 2019
Customer service and soft skills are not common sense, they are not innate, and people are not born with them. The quality of your customer service, and the level of your organization’s customer service, comes down to one thing and one thing only: The service aptitude of every employee you have. The most critical component. Read Full Article. The post Top 7 Soft Skills Your Employees Need To Be Trained On appeared first on The DiJulius Group.
10 Valentine Blogs That Show Your Call Center Agents You Appreciate Them
Callminer
FEBRUARY 13, 2019
A call center employees job is not easy. But through technology, training and supportive management, employee engagement can thrive leading to a better customer experience.
From Start to Scale: Driving Growth Through Seamless Payments Implementation
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
What is Contact Center Agent Engagement and How is it Changing?
Uniphore
FEBRUARY 20, 2019
Agent engagement refers to any customer interaction that requires a human-touch. While much of the technology focus of recent years has been with self-service, the assisted service channel is seeing a resurgence of interest and importance. There is also a growing realization that customers no longer need to make a binary decision on using one form of service over the other - instead, self-service and assisted service are deeply intertwined, so much so that a single customer interaction can span
8 steps to craft a winning sales strategy, according to industry leaders
Intercom, Inc.
FEBRUARY 5, 2019
Developing a sales strategy is one of the core activities every business will have to undertake. You can delay it until you’ve acquired your first 100 or 1,000 customers, but at some point you’ll need to find sustainable traction in the market. A well defined sales strategy is your path to meaningful, sustainable growth. Get it right and watch your company’s growth trajectory go up and to the right.
How Successful Retailers Win in Endless Disruption
Beyond Philosophy
FEBRUARY 8, 2019
Organizations do not have the luxury of focusing solely on operations these days. Over the past decade, retail as an industry has changed. To survive, retailers must put the customer at the center of everything they do. That said, not everyone believes it yet. <!–more–> Not so long ago, I was having a conversation in the C-Suite of a company about Customer Experience.
The One Word That Makes Customers Accept Your Word As Final
Myra Golden Media
FEBRUARY 14, 2019
If you say “because” when you’re telling a customer something, you’ll significantly increase the chance that they’ll accept your word as final. Here’s Why Saying “Because” Works. Research by psychologist Ellen Langer found that saying “because,” and then tossing out a reason as insignificant as a discarded rubber band, got people to agree.
Frost Radar: Voice of Customer Analytics, 2024
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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.
Costing Attrition
Taylor Reach Group
FEBRUARY 12, 2019
By John Cockerill. In Colin Taylor’s recent article, “ Resolving The Riddle Of Retention ,” he speaks about the cost of attrition and the many factors that affect it. This article outlines how to do both a simple estimate of that cost and more complex calculations to undertake for a center. First, let’s outline a simple estimate approach. The five base numbers, measurements, or elements needed are: Number of staff at the start of period being analysed.
How Contact Center Agent Self-Assessment Improves Results
Callminer
FEBRUARY 12, 2019
Contact centers are just looking for love. They want their customers to adore them, striving to provide the best customer experience so these customers will return month after month.
What is Intelligent Self-Service?
Uniphore
FEBRUARY 15, 2019
Intelligent self-service refers to the new generation of self-service solutions. These solutions are changing the paradigm over the old way of doing it. The highly structured classification and prescriptive knowledge bases are being replaced (or fronted) with virtual customer assistants (VCA’s) or chatbots. The old IVR phone trees (“press one for billing, press two for services…”) are being replaced by graphical or digital alternatives.
How we used DynamoDB Streams to visualize changes in frequently updated objects
Intercom, Inc.
FEBRUARY 15, 2019
One of the most fundamental elements of the Intercom platform is how it handles user data – for us and our customers, the ability to access, track and filter data about users is what makes Intercom such a powerful solution. Some important functionality hinges on matching user data against certain criteria – it’s what allows us to send auto-messages to specific users , for example.
Prepare Now: 2025s Must-Know Trends For Product And Data Leaders
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
How to Create A Financial Times Award-Winning Consultancy from Scratch
Beyond Philosophy
FEBRUARY 5, 2019
Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This was voted on by clients and peers, we couldn’t be more honored or proud. This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. We share our 10-Step Plan for Success and ask our listeners, what would you do if you weren’t afraid?
Lesson #9: VoC Programs Are Not Old-School CSAT Tracks
PeopleMetrics
FEBRUARY 20, 2019
The following is an excerpt from Listen Or Die by Sean McDade, P hD. Ten-plus years ago, market research firms offered what was called customer satisfaction tracking, or CSAT for short. Usually on a quarterly basis, they would utilize large telephone interviewing centers for a week or two, calling customers and asking about overall satisfaction levels (usually not most recent experiences).
How to deliver a positive customer experience when failures occur
Taylor Reach Group
FEBRUARY 22, 2019
. Written by Garry Schultz . Hafeez’s cartoon is fashioned on a Like all Goldberg machines, if you take the time to follow the flow, it does work. The question is, “But, is it worth the effort?” The Goldberg machine suggested a complaint often heard in Contact Centers – “thanks for the fix but it’s too complicated.” Enter Customer Effort Score (CES) and its applicability in a well-crafted Customer Journey.
3 Ways to Improve Your Call Center Monitoring Practices [Video]
Callminer
FEBRUARY 5, 2019
Learn 3 ways how you can improve your call center monitoring practices through call analysis and agent feedback. Including Analyze video!
The Future of Customer Engagement: How AI is Reshaping Contact Centers
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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.
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