Beyond Philosophy

SEPTEMBER 22, 2015

According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. I couldn’t agree more. Most excellent Customer Experiences leave Customers feeling valued and important, or, in other words, feeling the love. There are three things that great companies that have excellent Customer Experiences do in common to make Customers feel the love.

Call Center 419

Call Center Consulting Consulting Customer Experience 419

Steve DiGioia

SEPTEMBER 7, 2015

This original article was written by Steve DiGioia. Once again, time to discuss how to end bad customer service. Have you followed any of my first 6 rules in Part 1? I h ope so, because I know they work. Strap yourself in; here’s Part 2. . ~~~~~~~~~~~~~~~~~~~~~~~~~~~. 7 ► Be “a person” to your customer, not just “the waiter” or real estate agent or store clerk.

Real estate 278

Real estate Customer Service Scripts Personalization 278

Callminer

SEPTEMBER 10, 2015

Stress in the call center is inevitable, but it doesn’t have to be debilitating. Take a look at ways to mitigate call center stress – and how speech analytics can help.

Call Center 182

Call Center Analytics 182

Customers That Stick

SEPTEMBER 3, 2015

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Customer Service 161

Customer Service 161

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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.

Contact Center

Bill Quiseng

SEPTEMBER 21, 2015

In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.”. Customer service is all about building relationships – relationships with superiors, direct reports, vendors and customers. Stephen Covey, author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills.

Customer Service 155

Customer Service Banking Education Personalization 155

Beyond Philosophy

SEPTEMBER 10, 2015

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. The issue for me is these are not combined nor complimentary, which is a huge mistake. Why? Because the experience you give your Customers is the same experience you should give your employees. It’s not only good for employee engagement, but it can mean your Customers are more satisfied with you—and how much they spend with your brand.

Employee engagement 419

Employee engagement Consulting Consulting Banking 419

Steve DiGioia

SEPTEMBER 24, 2015

get your pom-poms out! This original article was written by Steve DiGioia. Last Monday I was fortunate to get out of work early enough to rush over to watch my daughter’s cheerleading squad perform during the high school football game. Then, at the conclusion of the game, I saw something that I never thought much about at earlier games I’ve attended….

Customer Service 275

Customer Service Personalization 275

Callminer

SEPTEMBER 17, 2015

Speech analytics plays a pivotal role in driving call center compliance. Take a look at how.

Call Center 182

Call Center Analytics 182

Customers That Stick

SEPTEMBER 14, 2015

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Customer Service 153

Customer Service 153

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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.

Analytics

Win the Customer

SEPTEMBER 29, 2015

Onboarding retail staff can be overwhelming, especially with grand openings and seasonal hiring. The retail turnover rate in the U.S. is currently at 55.71%. For the 3rd quarter last year, the Bureau of Labor Statistics reported that 897 thousand jobs were gained in retail, while 905 thousand were lost. That amount of turnover is enough […].

Customer Service 141

Customer Service Customer Experience 141

C3Centricity

SEPTEMBER 20, 2015

Marketing is a great profession. I’ve worked in or with marketing teams for most of my career. From the outside, they are seen as the department that comes in late, parties every night and gets to talk about advertising at conferences in exotic places. For those in operations or finance, they don’t seem to be that [.]. The post Marketers, Do You Know Everything You Should?

Marketing 91

Marketing Advertising Finance 91

Beyond Philosophy

SEPTEMBER 7, 2015

Social Media can level the playing field. It’s the equalizer between small and big businesses. Even solo entrepreneurial businesses can create a global presence using social media. With a strong website, optimized with the right words and phrases, a small business can make a big presence. Another benefit to social media is cost. Actually it’s the lack of cost.

Advertising 416

Advertising Engineering Consulting Consulting 416

Steve DiGioia

SEPTEMBER 14, 2015

how I miss the "old days". This original article was written by Steve DiGioia. Service, in all its forms, has changed drastically from the ways our parents, and I, have been brought up with. Too many industries have gotten away from tending to the needs/wants/desires of their customers in ways that used to be the “norm”. With today’s change from the small “mom & pop” stores where you knew the owners, since they probably were a neighbor of yours, to the large warehouse-style conglomerates we

Customer Service 261

Customer Service Sales Customer Experience 261

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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

Contact Center

Contact Center Pipeline

SEPTEMBER 30, 2015

Take a look at our top five blog posts in September to see which topics your fellow contact center professionals were reading about: How to provide a realistic job preview to improve new-hire retention; insights on how an omnichannel approach will impact agents’ roles, skill sets and training; how to calculate occupancy correctly; ideas for […].

Contact Center 100

Contact Center Call Center Customer Service Management 100

Customers That Stick

SEPTEMBER 22, 2015

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Customer Service 138

Customer Service 138

HGS

SEPTEMBER 30, 2015

Managing Knowledge Transfer During Contact Center Outsourcing Transition. Posted by Marsha Eisnor. Contact centers are often prone to transition. Whether it’s an in-house contact center moving to an outsourced environment for the first time or a migration of business from one outsourcer to another, knowledge transfer can be a big risk factor for both a successful transition and steady state operations.

outsourcing 100

outsourcing Contact Center Management Coaching 100

Return Customer

SEPTEMBER 30, 2015

If you put yourself out there as a business, you better prepare for dealing with dissatisfied customers. Since consumers have developed a habit of checking online reviews before purchasing a product, it’s in your best interest to learn how to handle negative reviews. If you do it right, you can actually gain a lot – recovering from a mistake sometimes helps brands to develop stronger relationships with customers.

Banking 122

Banking Feedback Metrics Customer Service 122

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Beyond Philosophy

SEPTEMBER 15, 2015

Did you know Netflix’s Net Promoter Score (NPS) is higher than the cable companies? It is, and it is one of the reasons we see growth in Netflix and continued dissatisfaction with cable companies. I love Netflix. It is simple. You can start and stop it when you want. My recent experiences with my cable company have been the complete opposite. This poor Customer Experience is one reason I now use Netflix more than my cable company.

Banking 383

Banking Telecommunications Consulting Consulting 383

Steve DiGioia

SEPTEMBER 17, 2015

Guest post by Matt Heller, author of "The Myth of Employee Burnout" This original article was written by Steve DiGioia. Today’s guest post is by Matt Heller, founder of Performance Optimist Consulting. Matt writes about how great customer service almost ruined his RUSH concert! You know me; I am all about great customer service… knowledgeable, friendly, thoughtful customer service.

Customer Service 256

Customer Service Consulting Consulting 256

Contact Center Pipeline

SEPTEMBER 29, 2015

The amount of information that contact center leaders have access to is phenomenal. We live with it every day, so we tend to take it for granted. Yet the data right in front of us remains virtually hidden to the rest of the organization. Without knowing it exists, they are not likely to ask for […].

Contact Center 100

Contact Center Metrics Call Center 100

Kayako

SEPTEMBER 24, 2015

Implications of the traditional team structure. Companies are finding new ways to improve the way they run. One of those ways is rethinking the way the company is structured and review the opportunities for career progression. In the most basic form, companies have the choice of opting for a flat or hierarchical structure. A flat structure is where there are fewer layers of management.

Coaching 121

Coaching Management Engineering Best practices 121

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HGS

SEPTEMBER 30, 2015

Posted by Marsha Eisnor Contact centers are often prone to transition. Whether it’s an in-house contact center moving to an outsourced environment for the first time [.]. The post Managing Knowledge Transfer During Contact Center Outsourcing Transition appeared first on Team HGS Blog.

outsourcing 100

outsourcing Contact Center Management Employee engagement 100

PeopleMetrics

SEPTEMBER 17, 2015

In a past job, my superiors were excited about what they called the “elephant-and-rider metaphor.” It comes from psychologist Jonathan Haidt’s 2006 book, The Happiness Hypothesis , and it compares your emotional, automatic mental processes to an elephant—lumbering, inflexible, and massive. And your rational mind? That’s a tiny human riding atop the elephant—well-intentioned, nimble, holding the reins and the illusion of control.

Customer Experience 120

Customer Experience Customer centricity Construction Feedback 120

Beyond Philosophy

SEPTEMBER 24, 2015

Why we do what we do is a fascinating science. The brain has interesting ways to interpret the world around us and spur us into action. Knowing the brain drives our behavior, you would think those with high intelligence would have the upper hand in making good decisions. Studies have shown, however, this is not the case. In many ways, intelligence can lead smart people to make dumb decisions, creating problems for their managers.

Consulting 377

Consulting Consulting Government Personalization 377

Steve DiGioia

SEPTEMBER 21, 2015

is there a way out of this? This original article was written by Steve DiGioia. We expect much from our employees. Work long hours but still make no mistakes. Come in on weekends or holidays and remember to treat every customer as your friend or family in order to provide the highest in customer service. Seems pretty reasonable, right? But do we believe that each of our employees takes their job as seriously as we do?

Customer Service 246

Customer Service 246

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.

Customer Experience

Contact Center Pipeline

SEPTEMBER 24, 2015

Delivering a consistent customer experience across channels requires integration and collaboration across functions. Our omnichannel series continues with a look at internal resources that can help you to successfully connect the touchpoints and engagement throughout the enterprise. Be sure to check out the other posts in this series, which offer key insights from industry experts […].

Enterprise 100

Enterprise Customer Experience Contact Center Call Center 100

Vonage

SEPTEMBER 25, 2015

By Sarah Metcalfe, Head of Customer Service at SureFlap. Customer Contact Expo, the UK’s largest event for the customer contact and customer service industry, is now less than a week away, and I’m looking forward to joining some of the industry’s leading experts on both days to talk about how SureFlap provides its excellent customer experience and has rapidly grown its business.

Customer Service 120

Customer Service Consulting Consulting Marketing 120

Kayako

SEPTEMBER 29, 2015

Why you should set goals. Customer support goals are important for a number of reasons. Setting the right goals shows you understand the needs of your customers and what your team can do to better support them. Do not set goals randomly ; they should stem from extensive research that supports why you are setting them. Goals should be set at company level as well as at individual level, and you should understand how all these goals work together to achieve the overall company vision.

Customer Support 106

Customer Support Morale Surveys Coaching 106