Empathy Now Leads to Loyalty Later
Education Services Group
SEPTEMBER 14, 2020
Sat.Sep 12, 2020 - Fri.Sep 18, 2020
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Hiring Work-at-Home Agents After the Coronavirus Crisis: What’s Next
Contact Center Pipeline
SEPTEMBER 17, 2020
Chances are you have pivoted toward remote agents, and maybe not by choice: Most organizations were forced into work-from-home situations. You scrambled and had little choice. The race will soon be on to either replace agents lost during the pandemic or restaff your team—whether they will be brick-and-mortar or virtual agents. Take advantage of the […].
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Aesthetics: Why This is A Vital Part of Your Experience
Beyond Philosophy
SEPTEMBER 17, 2020
Do you still have the box your phone came in? Chances are if you own an iPhone, you probably do. It turns out, we like the look of Apple products’ boxes so much, many of us can’t bear to throw them out. It turns out that the use of color and package design, among other aesthetic elements, affects customer behavior more than you might think. .
The Contact Center Manager’s Guide to AI
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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.
How Much Does It Cost to Give Great Customer Service?
ShepHyken
SEPTEMBER 16, 2020
I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience. Research also has irrefutably proven that customers will leave you for your competition if you don’t give them the service they expect.
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Roll with the Changes
Contact Center Pipeline
SEPTEMBER 16, 2020
In 1978, the band REO Speedwagon released its seventh studio album. Called You Can Tune a Piano, but You Can’t Tuna Fish, it was REO’s first album to crack the Top 40, reaching number 29 and selling over 2 million copies in the U.S. The first song on the first side of the album is […].
Aesthetics: Why this is a vital part of your experience today
Beyond Philosophy
SEPTEMBER 12, 2020
I have the box my iPhone came in. So do many of you, I would guess. Many people keep their iPhone boxes. We keep them for various reasons, and most of them boil down to because we like how they look. It turns out, customers care a lot about how things look, and it influences their buying (and box-keeping) behavior. This episode of The Intuitive Customer explores the research of Claudia Townsend, associate professor of marketing at the University of Miami at the Miami Herbert Business School.
Amazing Business Radio: Geoff Webb
ShepHyken
SEPTEMBER 15, 2020
Understanding Customers’ Values in a Digital Age. How AI and Human Partnership Can Create a Better Customer Experience. Shep Hyken interviews Geoff Webb , the Vice President of Products at PROS. They discuss how automation can eliminate friction and create a better buying and selling experience for customers in a new digital age. Top Takeaways: There must be a balance between artificial intelligence (AI) and human connection.
Creating a Culture of Exceptional Service
CCNG
SEPTEMBER 17, 2020
David Reed is a customer service process and training expert focusing on helping organizations of all types improve their customer service and process efficiency. Excellence in these two areas, along with creating a positive work culture, is required to be world class at delivering your product or service. Recently David led a CCNG Town Hall discussion how creating a culture of exceptional service comes from excelling in the four cornerstone areas: People, Leadership, Processes, & Systems.
Frost Radar: Voice of Customer Analytics, 2024
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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.
This Is Why You Can’t Fill That Position
Steve DiGioia
SEPTEMBER 14, 2020
You have a “hard to fill” open position at your job. Even after interviewing candidate after candidate, the spot has been vacant for over 6 months and you wonder if they’ll ever find someone. To make matters worse, you’ve listened to your HR recruiting manager complain for weeks about “not finding enough qualified applicants” But in reality, this is why you can’t fill that position.
21 Business Analysts & Call Center Leaders Reveal the Optimal Role of the Business Analyst in Call Center Operations
Callminer
SEPTEMBER 14, 2020
Business analysts play an integral role in any industry, but they’re especially vital in call center operations. Responsible for evaluating requirements and existing business processes, business analysts identify areas for improvement and develop and implement solutions. They help call centers continuously optimize their processes and provide better experiences for both call center employees and the customers or clients they interact with.
Guest Post: The Power of Visualizing and Sharing Customer Service Feedback Data
ShepHyken
SEPTEMBER 18, 2020
This week we feature an article by Elliott Sprecher, a marketing communications manager at JotForm. He writes about visualizing customer feedback in order to motivate your business to succeed. There are thousands of articles about the importance of customer service to your business’s success. You can read just as many articles about the importance of customer feedback in operating your business successfully.
Empathy Will Get Those Angry Customers to Back Down In the COVID-19 Era
Myra Golden Media
SEPTEMBER 16, 2020
COVID-19 makes customers more demanding. And the pandemic impacts customer service representatives, too! Empathy can help you regain control of interactions and get angry customers to calm down and listen to you. But what level of empathy is appropriate for customer service? Watch this video to learn “customer service empathy” and get great phrases you can personalize and use.
New Thinking About an Old Problem - Contact Center Employee Attrition
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Discover a new approach to reducing contact center attrition with our in-depth eBook. After analyzing 20+ academic studies, we highlight overlooked causes like lack of leadership trust, emotional labor, and job shock, and introduce the Attrition Velocity metric to better understand attrition's real cost. Our guide doesn't stop at diagnosis; it offers actionable strategies and tools to address these issues head-on.
What Do They Think of Me? – Tip #16
Steve DiGioia
SEPTEMBER 17, 2020
Our actions, mannerisms, speech, style of dress, and a host of other characteristics are being judged by those around you – all the time. And, regardless of what message we think we give, its others who make assumptions which we’re judged against. Whether they’re correct or not, an impression is made based on the unconscious signals we send. So, what do they think of me, or you?
21 Business Analysts & Call Center Leaders Reveal the Optimal Role of the Business Analyst in Call Center Operations
Callminer
SEPTEMBER 13, 2020
A panel of business analysts and call center leaders address what the optimal role of the business analyst is in call center operations.
5 Top Customer Service Articles For the Week of September 14, 2020
ShepHyken
SEPTEMBER 14, 2020
Each week I read a number of 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. 12 Ways to Celebrate Customer Service Week by Vanessa Brangwyn. (Achievers) vAbove all, Customer Service Week is an opportunity to stop and think about the interconnected well-being of all the people who make up your business: the ones who use your product or service
Meet Verint: Our September 2020 Sponsor Wall of Fame Honoree
Contact Center Pipeline
SEPTEMBER 15, 2020
Contact Center Pipeline’s SPONSOR WALL OF FAME Company name: Verint CEO: Dan Bodner, President, CEO and Chairman of the Board When Founded: 1994. We just celebrated our 25th year. Describe your company: As “The Customer Engagement Company,” Verint helps organizations enhance the customer experience while improving operational efficiency. We help organizations simplify and modernize the […].
How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience
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!
7 Tips On Call Center Customer Experience Improvement
Win the Customer
SEPTEMBER 15, 2020
Like any other industry, there’s always room for improvement in call center customer experiences. Call centers must deliver the best customer experience from jump, or else risk dealing with an unsatisfied customer, and getting negative press. Whether you rely on Customer Relationship Management (CRM) software to use helpful customer information to get ahead of your competitors, it’s still important to make improvements to continue getting this helpful information.
5 Proven Ways to Find Your Target Survey Respondents
ProProfs Blog
SEPTEMBER 18, 2020
There lies an evident gap between junk data and quality feedback. In most cases, the right survey participants can bring the difference between a successful survey and a not-so-successful one. Now, modern entrepreneurs love to hunt for customer opinion. Great. But do customers really like to offer feedback? The truth is that most customers love sharing their input and naturally connect with a brand that values their opinions.
Introverted vs. Extroverted: The Pros and Pitfalls of Personality Traits in the Contact Center
Fonolo
SEPTEMBER 17, 2020
It’s easy to get fixated on labels. That’s why, in the contact center world, extroverts are more sought after than introverts. In reality, there is no perfect personality type that will fulfill everything you need. For starters, contact center agents do more than just answering calls and emails. They are required to tackle complex situations and manage many different tasks.
Two key themes that are driving UK customer experience post-pandemic
Eptica
SEPTEMBER 16, 2020
Date: Wednesday, September 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Two key themes that are driving UK customer experience post-pandemic. Published on: September 16, 2020. Author: Pauline Ashenden - Demand Generation Manager 2020 has been a turbulent year for everyone – but what has been the impact on customer experience in general, and contact centres in particular?
Reimagine Your Communications With A Unified Platform
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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.
Chip Bell: How to get inside your customer's brain
Toister Performance Solutions
SEPTEMBER 17, 2020
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Customers are notoriously bad at describing their needs. They tell confusing stories, share irrelevant details, and often fail to reveal important data.
Data Science vs. Big Data vs. Data Analytics - what’s the difference?
TELUS International
SEPTEMBER 15, 2020
Understanding the nuances of each area of data specialization is key in order to best utilize and leverage them to their full potential. Discover the differences between data science, big data and data analytics and the functions they perform.
Why Credit Unions Will Struggle to Attract Gen-Z
Fonolo
SEPTEMBER 15, 2020
Despite their community-conscious values and financial prudence, credit unions are struggling to win the wallets of Gen-Z because they’re not meeting their expectations technologically. It may not seem long since millennials started shaking -up the marketplace, but Gen-Z is already hot on their heels. 33% of the youngest generation have already entered the workforce, and around two-thirds already have bank accounts of some type. 33% of the workforce has already entered the workforce - are
Empowering remote support heroes with knowledge management
Talkdesk
SEPTEMBER 18, 2020
This is a guest blog from Pratik Salia, product manager at Knowmax , a Talkdesk® AppConnect ™ partner. From finding the perfect working area to maintaining a daily, healthy routine, many of us have adjusted to working from home. We went from buying furniture and extra monitors to making sure that our work at home remains as productive as possible. Today, agents can no longer give a shout across the room to a subject matter expert (SME) and supervisors can’t just walk down the aisle to assi
AI for Business Outcomes: Selecting the Right Tools to Drive Results
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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.
Is the Future of Retail, Physical or Virtual?
C3Centricity
SEPTEMBER 14, 2020
Denyse Drummond-Dunn · Is the future of retail in the stars? “Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. Will the future of retail be without physical outlets? I remember having a very interesting discussion with a new client a couple of years ago on exactly this topic. Like many CPG companies, they were considering online retailing.
8 Customer Success Myths That Need Busting
Nicereply
SEPTEMBER 17, 2020
Customer success should be about the customer, about using your product to add value to others. Customer Success Management (CSM) is an area where a lot of individuals are paying attention to at the moment. Technology and software companies evolved the concept of customer success and are thus mostly responsible for the mainstream popularity of the term.
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