CCNG
JANUARY 25, 2023
Are you taking steps to tackle Quiet Quitting in your call centre? Do you even know where to start? What Is Quiet Quitting? Quiet Quitting has become a staple in the conversation when we talk about attrition, as well as remote and hybrid working – and it’s raising its head more and more. So, what is Quiet Quitting? In short, it’s someone who is almost checking out of the role before actually quitting.
Contact Center Pipeline
JANUARY 18, 2023
The New Year’s message has as its core, promises of better things ahead. And yes, that did happen to some extent in 2022. The worst of the COVID-19 pandemic appears hopefully behind us. The economy—and spending and consequent demand for service for items and services that need contact centers for—has bounced back. And customers have […].
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Callminer
JANUARY 9, 2023
Read this blog to better understand what real-time analytics is and how it works, as well as 25 real world examples of how organizations across a range of industries benefit from real-time analytics.
Fonolo
JANUARY 31, 2023
Call center training has always been one of the key pillars of running a successful call center. As the industry advances, so do the methods we use to ensure our workforce is performing at its best. A strong call center training program should not just be part of your onboarding process. Instead, it’s helpful to think of it as regular part of your workforce management.
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Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.
The Northridge Group
JANUARY 18, 2023
ChatGPT is all over the news, especially since it has been reported that Microsoft may be considering a significant increase to its 2019 investment of $1 billion in OpenAI, the hottest startup in Silicon Valley and the creator of ChatGPT. The $10 billion investment under consideration would increase OpenAI’s value to $29B. A cutting-edge chatbot with advanced capabilities such as writing poems and software code, ChatGPT is capable of formulating human-like answers in seconds and its conversation
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Nicereply
JANUARY 2, 2023
Regardless of the industry you work in , there’s common situations that every customer service agent will run into. Some of these situations can be difficult to find the right words for to get your point across, while still being polite. That’s why we’ve rounded up a list of 11 common customer service phrases you can employ to deal with difficult situations.
Contact Center Pipeline
JANUARY 26, 2023
Formal Business Continuity and Disaster Recovery (BC/DR) planning has always been a very important aspect of contact centers’ success. In the May 2020 issue of this esteemed publication, I showed how Covid and the move to work-from-home (WFH) provided a clear rationale for making preparedness mission-critical.
LiveVox
JANUARY 10, 2023
What is social customer service? It’s exactly what it sounds like! Providing support, informational resources, and engagement to your customers over social media channels. We know it seems like WhatsApp, Facebook, Twitter and the like are places to share funny photos of your pets or humble brag about your family vacation to the Bahamas, but […].
ShepHyken
JANUARY 31, 2023
Many years ago, a friend shared some advice with me: It doesn’t cost much more to enjoy a first-class experience. He was referring to spending just a little more in certain situations to get much more out of the experience. It could be a nicer hotel, a better seat in a theater, a better cut of meat at the grocery store, and more. He found that it often doesn’t cost much more to upgrade.
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The C²Perform Index (C2PI) is a free, quarterly research report built by support practitioners that analyzes over 100 million customer support and contact center interactions across more than 30 countries. The Q1 2025 edition reveals a 153 % year‑over‑year surge in coaching sessions, a 21 % rise in eLearning completions, and early indications of improved knowledge retention and faster internal communication.
Beyond Philosophy
JANUARY 28, 2023
If you have customer segments that read like the drink sizes on a fast-food menu, then this podcast is one you really need. The fact is many organizations get customer segmentation wrong. So, we came up with some critical questions that can get it back on track. One of our listeners is in a pickle and it has to do with their firm’s segmentation.
TechSee
JANUARY 25, 2023
Most field service departments operate in a highly competitive and customer-centric marketplace. Just one negative interaction with a technician can spoil a company’s reputation, so field service management must continuously find ways to meet growing expectations for quicker resolutions, shorter arrival times, and better overall customer experiences.
CCNG
JANUARY 18, 2023
One of the major initiatives abuzz in the Contact Center industry is agent empowerment and how it will improve performance and CX. The concept is simple. Agents who feel empowered are comfortable making decisions on their own, which gives them a keen sense of ownership with every customer interaction. The conventional wisdom states that this is a win-win for all and seems like a no-brainer!
Contact Center Pipeline
JANUARY 10, 2023
Disasters, like the recent holiday storms, are inevitable. How you plan, respond, but most critically inform and communicate with your employees and customers is what counts. This isn’t rocket science. And it is the foundation of the customer experience (CX). Customers and staff get it—both foreseen and unforeseen “events”. I’ve covered, been responsible for the […].
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Callminer
JANUARY 23, 2023
As we know, a happy employee is a productive employee, and part of that includes making sure they feel like they can successfully do their jobs. Read this blog for employee coaching strategies.
ShepHyken
JANUARY 11, 2023
Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). With the employment issues of the past two years, EX is as important, maybe even more so, than CX. You can’t have a consistent and predictable CX without an EX to support it. .
Beyond Philosophy
JANUARY 21, 2023
It’s a new year so we decided we needed an update. A few years ago, we gave you some rules for gaining growth. But times have changed, and so the rules need to change, too. Therefore, we took another pass at the questions that can help your organization gain growth in 2023. In some ways, these are more like provocations than questions. However, we aren’t picking a fight.
Lumoa
JANUARY 31, 2023
Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition? Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether.
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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
CCNG
JANUARY 11, 2023
“Your call / email / chat is important to us, but we are experiencing unusual volume at this time.” If you’ve had a reason to reach out to your mortgage company, cell phone provider, or favorite retailer, this might be the response you’ve received. I have spent hours contacting a cell phone provider over a billing error, and one month later, I still don’t have a resolution.
Contact Center Pipeline
JANUARY 17, 2023
Dear Contact Center Pipeline bloggers, I read this article this morning about Howard Schultz, CEO of Starbucks saying he is annoyed that workers aren’t in the office and is “ordering” employees to return to the office 3 days/week. He says that remote work is a privilege. Their “coffee tastings” and “storytellings” were used to build […].
Callminer
JANUARY 18, 2023
As patients become more engaged in their healthcare, healthcare providers and organizations, like hospitals, need to care more about patient retention and patient experience. Read more in this blog.
ShepHyken
JANUARY 10, 2023
B2B or B2C…CX is CX . Putting the Human Experience First as a Business Strategy. Shep Hyken interviews Carla Guzzetti, Senior Vice President for Experience and Product Messaging at Extreme Networks. She shares how companies can design a better experience, in B2B and B2C industries, by focusing on the individual needs of their customers and employees.
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Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.
Beyond Philosophy
JANUARY 7, 2023
Every so often, I get a chance to chit-chat with colleagues of mine about the future of customer experience. This time, my colleagues were pioneers in customer experience, Lou Carbone ( Experience Engineering.com) author of Clued In , and Joe Pine (StratgicHorizons.com) , author of The Experience Economy. We discussed what we see changing in CX. We all think we are at a turning point in the movement.
Fonolo
JANUARY 19, 2023
If call center retention keeps you up at night, you’re not alone. In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. The numbers are sobering. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. This figure is about 10 percent higher than the US average employee attrition rate of 47.2%.
CCNG
JANUARY 4, 2023
Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted partner in providing the things that they need and want in their lives. Traditionally, focus has been put on training agents to pro vide friendly, empathetic service, along with training on product and service information.
Contact Center Pipeline
JANUARY 11, 2023
The year is 2023, and the contact center industry is on the brink of change. With new technologies and approaches being developed daily, it’s hard to predict what the next year will bring. However, there are a few things that we can be sure of. AI, Chatbots, and Automation Artificial intelligence (AI), chatbots, and automation […].
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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.
Callminer
JANUARY 16, 2023
Read this blog to understand why it’s important to measure customer attrition and take action to reduce and prevent customer churn.
ShepHyken
JANUARY 16, 2023
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 10 Ways to Boost Customer Satisfaction by G. Tomas M. Hult and Forrest Morgeson. (Harvard Business Publishing) Customer satisfaction is at its lowest point in the past two decades.
Beyond Philosophy
JANUARY 26, 2023
It’s time for an update. A few years ago, we went over some of the essential questions for your clients. However, in reviewing that content, I realized I was in sore need of an update. Therefore, we will discuss the seven key strategic questions updated for the new year. Before we get started, you should know that typically, people don’t know the answer when I ask these questions, which is why I ask them.
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