Beyond Philosophy
NOVEMBER 27, 2017
Many companies seeking to improve their Customer Experience (CX) understand the importance of putting the customer at the center of everything they do. Doing it, however, flummoxes them. Not all companies have this problem though. Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX.
Myra Golden Media
NOVEMBER 6, 2017
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Callminer
NOVEMBER 14, 2017
Net Promoter Scores are touted as valuable tools for customer satisfaction and improving experience. But relying on this data alone fails to paint the full picture that today’s contact centers need.
ShepHyken
NOVEMBER 1, 2017
It happens all the time. As a customer, you interact with good people who don’t seem to deliver great customer service. They are nice, even knowledgeable, but they don’t seem to be what I call customer focused. So, I took a few minutes to talk to several people about how they were trained. I talked to a retail salesperson, a flight attendant, and a server at a restaurant.
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Contact Center Pipeline
NOVEMBER 8, 2017
Many of this industry’s most successful leaders started out on the phones… and yet, many call centers still suffer from a reputation for being a dead-end job. True, most centers operate within a flat organizational structure, which means limited management positions and high competition for promotions. But let’s face it, call centers have not been […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
NOVEMBER 8, 2017
We all have habits, good and bad. Few of us remember how they formed. Few of us know how to change them—especially those bad ones. However, understanding how habits develop and their influence on our behavior can be a powerful tool for tuning up our Customer Experience. The scientific definition of a habit is anytime your mind prepares you to respond in a certain way based on some environmental cues or stimuli.
Myra Golden Media
NOVEMBER 14, 2017
Now and then someone comes along with an idea, and specific ways to implement that plan, that can truly make a difference for everyone who uses it. And that’s precisely what I’ve done with this new program: My All-New Telephone Skills Training eLearning Course . In this online training, I teach your employees absolutely everything they need to know to deliver a warm and friendly customer experience, to control calls and pre-empt escalations.
Callminer
NOVEMBER 1, 2017
Definition of QA Metrics Quality assurance, or QA, metrics refer to the data and facts your company uses to measure performance. Interestingly, QA metrics can vary significantly by industry, since they reflect performance as defined by that industry. For example, QA metrics for software development could measure production cycles and average costs, while QA metrics […].
ShepHyken
NOVEMBER 29, 2017
“It’s Showtime!” Those are typically the words you hear right before hitting the stage or when the cameras start to roll in the studio. However, for John Lewis , a high-end retail department store in the UK, the retail floor is the stage and the employees are the actors. John Lewis is providing 322 employees , whom they refer to as “partners,” acting lessons at The Oxford Playhouse to help “teach them the art of outstanding service.
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Peter Lavers
NOVEMBER 16, 2017
Remember when we used to talk about “channels and media”? Life was simple. Channel meant physical route to market e.g. retail, wholesale, intermediated, direct, etc. Media meant one- or two-way communications devices e.g. TV, radio, telephone, website, email, webchat, face-to-face, etc. These terms have effectively amalgamated since we started to become “multi channel”. eCommerce kicked this off on a massive scale, although the catalog and home shopping industry would say it’s been going for a l
Contact Center Pipeline
NOVEMBER 29, 2017
Skills-based Routing (SBR) is a feature found on any ACD today, and it’s been around for over 30 years. It is so common, in fact, that it’s become an afterthought when purchasing a contact center phone system: Auto attendant? Check. On-hold messaging? Check. Skills-based routing? Check. Hold on a second. That checkmark next to SBR […].
Beyond Philosophy
NOVEMBER 22, 2017
Organizations love to talk about building relationships with customers. The trouble is, most of the time it feels like they’re just paying lip service to the idea. Was Wells Fargo “building relationships” when it opened all those unauthorized accounts? What about the car dealership that forces you to haggle over price to the point where you don’t even want a new car anymore?
Myra Golden Media
NOVEMBER 27, 2017
Questions are a double-edged sword for customer service professionals. You have to ask questions to get to the root of the problem, log issues, and in general, to help customers. But, often a series of questions can sound like an interview. If we aren’t careful, back to back questions can come across as an interrogation. Years ago, when I managed a small call center, I realized that my team had to ask our customers seven questions.
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Callminer
NOVEMBER 30, 2017
For all of the benefits of using marketing analytics, many companies and senior marketing executives continue to struggle with implementing marketing analytics and using analytics tools effectively.
ShepHyken
NOVEMBER 8, 2017
It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department? Because they need help, have a question, or want to make a complaint. So, understanding that, why would a company choose to deliver an amazing customer service experience to just some of their customers and not to every customer?
Call Center Weekly
NOVEMBER 6, 2017
Lately, there has been great emphasis placed on customer experience, and customer journey mapping. Through insights gained, we in customer service are aware of the importance of utilizing soft skills to better enhance a customer's experience, as well as improving the level of service and support. But what insights can we learn by understanding the emotions of customers?
Contact Center Pipeline
NOVEMBER 28, 2017
Contact center leaders often express dissatisfaction with their current technology. They think that if they’d just implement some new technology, they’d be primed to achieve their business goals. Yet many centers have substantial opportunities to optimize efficiency and improve the customer experience by getting more out of what they already have. One of the most […].
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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.
Beyond Philosophy
NOVEMBER 13, 2017
After my wife Lorraine and I ordered dinner in a restaurant the other night, I decided to have a glass of wine. Now, where was our waiter? I looked around and realized I didn’t have a clue what he looked like. So I asked Lorraine. “Do you see our waiter?” She craned her neck and then shrugged. It seems neither of us could remember the face of the fellow who had, just moments before, told us about the night’s specials in great detail.
TechSee
NOVEMBER 13, 2017
“Gareth! Coffee! Now!” On a cold mid-winter morning in 2030, I’m snarling at Gareth as the robot scans my espresso-maker. His chest screen displays details about the internal adjustments he’s about to make, adjustments that his display told me to make weeks ago. “You realize this going to delay me by at least five minutes,” I complain.
Callminer
NOVEMBER 24, 2017
How can call centers remain PCI compliant and instill customer confidence that data is being protected?
ShepHyken
NOVEMBER 22, 2017
There is a place I get my car worked on. They do a great job. The repair center’s employees are friendly and knowledgeable. The car always comes back cleaner than when it goes in for service. This is the way business should be done. The head of the service department mentioned I would be getting a survey emailed to me and asked if I would take a few minutes to complete it.
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Call Center Weekly
NOVEMBER 8, 2017
How do you ensure buy-in from your team? Looking to get more skin in the game from you team? It’s time to include them from the ground up! There is a magic that happens when your team takes time to learn together. We’ve been going through “The Effortless Experience” this year and it’s been a game changer for us. We all want to apply the learning and make an impact for our customers.
Contact Center Pipeline
NOVEMBER 9, 2017
Remember Oscar the Grouch on “Sesame Street”? For some reason, he was our son Brendan’s favorite character. He even had an Oscar the Grouch Halloween costume! During that period, I would sometimes borrow the mask to alert the family to an emerging “grouchy” condition. The funny thing was that, once I actually put on the […].
Beyond Philosophy
NOVEMBER 15, 2017
I have led hundreds of successful Customer Experience (CX) program successes. I have also led a couple that failed. What’s the difference between the successes and the failures? A few things, but one of the most significant is the way an organization’s culture is centered. Organizations fail to improve their CX when they lack customer-centricity. Customer-centricity requires you to put the Customer at the center of everything you do.
Myra Golden Media
NOVEMBER 14, 2017
I was trying to check in for my American Airlines flight on my phone. I was able to get one boarding pass, but not the other. After several failed attempts, I called American and explained my problem. I was transferred quickly, and the person I ended up with looked into my itinerary and then she said: “Ms. Golden, this is a system error. You’re checked in all the way through to Tulsa.
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Callminer
NOVEMBER 7, 2017
This year has seen more than 4.5 million energy customers in the UK switch their provider, with 600,000 of them switching in October alone.
ShepHyken
NOVEMBER 24, 2017
This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken. Are you paying attention to what your customers are saying on social media?
Call Center Weekly
NOVEMBER 13, 2017
By Sean Hawkins If you want your staff to be engaged, they must first be involved! I constantly seek opportunities to allow people to work and grow in areas other than their current role. We often talk about removing silos between departments, yet many employees remain siloed in their roles. That should not be the case. 1. Get them involved On a daily basis, I am given a suggestion of some sort.
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