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Emotions Drive Spending, But Do You Know Which Ones Drive the Most?

Beyond Philosophy

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. Once you have the buy-in from your organization, you need to figure out what you need to change in your present experience to evoke these emotions. It was a tough audience. If not, you won’t.

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The Perfect Call Center Agent Does Exist

Fonolo

The reality is, your next great hire isn’t going to present themselves on a silver platter. Many of your candidates will not necessarily picture themselves as a call-center extraordinaire, but rather, a skilled and capable professional who can adapt to the job you’re hiring for. Why is it so difficult to find good agents?

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Top 5 Customer Service & CX Articles for the Week of February 27, 2023

ShepHyken

8 Ways to Enhance Your Call Center Customer Experience by Eric Sims (CustomerThink) In today’s business landscape, providing an exceptional customer experience is essential to the success of any company. A company’s call center is often the primary point of contact between customers and the organization.

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Leveraging VoC Data for Call Centers

Global Response

Allowing anyone access to a business and its customers confidential often financial information presents security risks, but this isnt a reason not to outsource. Case study: How VoC data improved a clients call center experience In 2013, Rack Room Shoes embraced social media monitoring as part of their customer care strategy.

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Incredible Marketing Campaigns to Boost Customer Service

Fonolo

In WestJet’s Night Before Christmas ad, passengers were asked by a virtual Santa what they wanted most for Christmas and, upon their arrival, a wrapped present was presented to them on the luggage carousel. to highlight how T-Mobile is striving to create a more positive call center experience for its customers.

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Looking for an Inbound Call Center Outsourcing Partner? Keep These Tips in Your Glovebox

Quality Contact Solutions

Have a conversation with the prospective inbound call center outsourcing partner to review peak/non-peak hours, seasonality, if you’re anticipating any call volume spikes, if your preference is dedicated or shared agents , etc. The more information shared means they can present you with the best solution.

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3 Takeaways from Our Live Discussion on Crisis Management for Customer Service [Video]

Fonolo

First, let’s take a quick look at the panel of speakers: Nate Brown from UL EHS Sustainability, Jim Rembach from Beyond Morale, Shep Hyken from Shepard Presentations, Rainer Uphoff from Avionline, Omer Minkara from Aberdeen Group, and Shai Berger from Fonolo.