Steve DiGioia
OCTOBER 3, 2021
I dropped my car off at the dealership the other day for a minor repair. I didn’t know what to expect since this is my first time using them. Two hours later I got the call that it was ready to be picked up. How wonderful this was. The repair was done quickly and soon I’d “be back on the road”. I guess I couldn’t ask for more. But something happened that made me disappointed in the service.
Beyond Philosophy
OCTOBER 7, 2021
Loyalty is one of the most overused phrases in business today. To most companies, it invariably means “customers give us all their money.” But that is not what loyalty is. So, today we’re going to talk about the five rules that will build customer loyalty. Or you can listen to the latest episode of my podcast here. Before we get into the rules, let’s talk about what loyalty is.
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TeleDirect
OCTOBER 5, 2021
Work From Home Customer Service Representative Jobs – Right Here at TeleDirect! Before the COVID-19 pandemic, work from home jobs were regarded as a perk – definitely a nice-to-have, but certainly not an essential part of a professional work arrangement. Today, remote jobs, like work from home customer service representative jobs, are an essential element of the modern workforce.
ShepHyken
OCTOBER 6, 2021
I was recently interviewed by Mario Martinez on his Modern Selling podcast. He shared a story about how he emailed the CEO of a company, and in an incredibly short amount of time, his phone rang, and you can guess who it was … the CEO. . In a state of shock, instead of launching into the reason for the complaint email , my friend asked him, “How are you?
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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.
Myra Golden Media
OCTOBER 6, 2021
Oh, wow! Day 3 of Customer Service Week was fun! I shared ten super-energizers that are fantastic for Customer Service Week and beyond! If you missed the live event, no worries. We’ve got you covered with the replay below. Join us at 9am ET tomorrow live!
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
OCTOBER 6, 2021
Can you recall a story that took you on an emotional roller coaster ride and ended with an essential motto or lesson? Over the past decade of providing call center coaching and training, my observation has been that trainees will recall a story I’ve told or an example provided in a story format versus any […].
ShepHyken
OCTOBER 8, 2021
Doug Liantonio is the Marketing Outreach Analyst at Gravy Solutions , a company that helps subscription-based businesses recover failed payments and retain customers. He shares four customer service methods for your subscription-based business that will help you boost your reputation, increase customer satisfaction, and improve overall business health.
Myra Golden Media
OCTOBER 7, 2021
My son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here. #servicetrailblazers #customerserviceweek [link]. Oh, my gosh! This is amazing! .
Customer Contact Central Submitted Articles
OCTOBER 7, 2021
Telephone answering services do more than answer calls. At least, they should. When an agent answers a call, you want them to be an extension of your business. A good agent answers any questions that come in the way you prefer.
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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.
TechSee
OCTOBER 5, 2021
With drivers queued up for hours waiting for petrol and station after station simply out of fuel, Britain’s fuel crisis is making headlines. But this time, the issue isn’t a global pandemic or foreign political unrest that has caused some petrol stations to introduce a £30 cap on the amount of petrol people can buy. Believe it or not, it’s the lack of lorry drivers.
ShepHyken
OCTOBER 4, 2021
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. 7 Techniques That Are Key to Customer Retention Today by John Hall. (Inc. Magazine) It’s a business axiom that holding on to existing customers is more lucrative than acquiring new ones.
Contact Center Pipeline
OCTOBER 5, 2021
You don’t have to spend much time on a contact center floor before you notice what seems to be an overgrowth of colorful little pieces of paper on each agent’s desk: clusters of sticky notes on agent’s monitors and on their phones reminding them what to do, what to say, or simply to remember to […].
Customer Contact Central Submitted Articles
OCTOBER 7, 2021
Several months ago, I was part of a conversation on LinkedIn about the need for marketing to be more audience-focused than brand-focused. Immediately, a quote attributed to Theodore Roosevelt came to mind: "People don't care how much you know until they know how much you care.
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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.
Myra Golden Media
OCTOBER 7, 2021
I seriously love this week! Today in my session, I focused on helping customer service leaders nurture themselves. And then, in the afternoon, my son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here. Here’s the replay from today’s session – again, dedicated to customer service leaders.
ShepHyken
OCTOBER 5, 2021
A Holistic View of the Customer. Empowering Customer Service Agents with Knowledge. Shep Hyken interviews Daniel Fallmann, founder of Mindbreeze , a tool that helps companies capture a holistic view of their customers’ data. They discuss how organizations can arm their frontline customer service professionals with the technology that can help them offer better customer service.
Callminer
OCTOBER 6, 2021
Read this blog to learn key strategies for improving CSAT as part of your business performance improvement plans.
Contact Center Pipeline
OCTOBER 7, 2021
We are living in the future I’ll tell you how I know I read it in the paper Fifteen years ago. John Prine wrote these prophetic lyrics back in 1980. In an interview shortly thereafter, Prine said it took him seven years to write those lyrics prior to releasing the song, “We Are Living in […].
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!
Myra Golden Media
OCTOBER 5, 2021
Yesterday I shared four tips for appreciating employees. While all the ideas are fantastic and easy to pull off, tip number four was the crowd favorite. Did you miss it? Watch the replay here. Today we focused on employee retention and training. I revealed the number one training request I get directly from frontline employees, and I take you inside my digital classroom for a high-impact workshop.
Fonolo
OCTOBER 5, 2021
The reviews for your contact center are in—but they won’t be found in the newspaper or on Rotten Tomatoes. You can see what your customers think about your contact center by determining your Net Promoter Score (NPS). Customer experience surveys can tell you a lot about the service callers are receiving from agents, and NPS is a key statistic you should be considering when reviewing how successful your contact center is at providing exceptional customer service.
SharpenCX
OCTOBER 6, 2021
If your contact center is filled with tired, stressed, irritable employees, your customers will notice. According to Gallup’s State of the American Workplace report, engaged employees are more likely to improve customer relationships, increasing sales by 20%. This statistic supports the popular truth: happy employees make for happy customers. So, step one to running a more effective contact center is focusing on your agents, first.
Contact Center Pipeline
OCTOBER 4, 2021
Welcome to our Contact Center Pipeline October issue. It has been a busy month. I welcome Brendan Read as our new editor. He brought many good ideas to this issue, as we discuss business continuity/disaster recovery in a number of our articles. In the midst of COVID, the anniversary of September 11 and hurricane season, […].
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Myra Golden Media
OCTOBER 4, 2021
Happy Customer Service Week! I kicked things off over at the official National Customer Service Week online event this morning. I talked about how employee appreciation leads to happiness, and happiness gives you so many benefits. If you missed my keynote and all the fun, you can watch the replay here. Celebrate the heart of service with us tomorrow for Day 2. .
Fonolo
OCTOBER 7, 2021
With businesses reopening after COVID-19 closures, US economist Mark Zandi asserts that retailers benefited significantly from the reopening economy. Moreover, retail spending is expected to increase by 19% this year. These predictions represent significant opportunity for retailers. That’s why it’s more important than ever to have a superior customer service strategy — that includes ensuring your retail contact center operations are optimized for a smooth customer experience.
Outsource Consultants
OCTOBER 4, 2021
This week, businesses across the globe are celebrating customer service week, highlighting the dedicated professionals and the sophisticated processes they leverage to thrill customers. If customer service is a priority for your organization, this week is a perfect time to consider new ways you can improve customer service outsourcing. And don’t be fooled — businesses that outsource customer service are not dodging their responsibility to their customers, they’re embracing it.
Contact Center Pipeline
OCTOBER 7, 2021
We are living in the future I’ll tell you how I know I read it in the paper Fifteen years ago. John Prine wrote these prophetic lyrics back in 1980. In an interview shortly thereafter, Prine said it took him seven years to write those lyrics prior to releasing the song, “We Are Living in […].
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
Eptica
OCTOBER 4, 2021
Date: Monday, October 4, 2021 Author: Pauline Ashenden - Marketing Manager The 4 pillars of a successful customer service strategy. Published on: October 04, 2021. Author: Pauline Ashenden - Marketing Manager As we celebrate National Customer Service Week, it is the perfect time for senior management to focus on the area and re-evaluate their customer service strategy.
aircall
OCTOBER 6, 2021
Employee engagement is more than just getting things done—it’s identifying with what you do. As a business owner, you need to create an environment where there is meaning behind the tasks your employees do. Why is this important? Well, engaged employees are more likely to perform consistently well, advocate for your business, and help their colleagues do better.
ConvergeOne
OCTOBER 5, 2021
October is Cybersecurity Awareness Month, but it’s about more than just awareness. It’s important that your organization is prepared for the inevitability of facing cyberthreats. Sun Tzu had a saying that goes something like this: “The person who wins the battle makes many calculations before the battle is fought. The person who loses makes but few calculations beforehand.
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