Customer Service Life
NOVEMBER 18, 2020
Image by Gerd Altmann from Pixabay. I was trying to remember where I originally heard or read the concept, “One to say yes. Two to say no.” Of course, it was on Shep Hyken’s blog some seven or so years ago. The concept has certainly remained top of mind since that first reading. At its core is the guideline that if an employee is empowered to do so, they may say yes to a customer.
Toister Performance Solutions
NOVEMBER 19, 2020
Two hair stylists in Springfield, Missouri developed coronavirus symptoms, but kept working. The first stylist, we'll call her Stylist A, got a COVID test six days after symptoms first appeared. She continued serving clients while awaiting the results.
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ProProfs Blog
NOVEMBER 20, 2020
Did you know that engaged employees are 44% more productive as compared to just satisfied workers! Engaged employees are your best assets to grow your business. Their efforts are aligned to the business goals. They act as role models to other employees by setting a standard benchmark. But, how to measure employee engagement to ensure maximum productivity?
ShepHyken
NOVEMBER 20, 2020
This week we feature an article from Pawel Lawrowski, Head of Growth at Tidio. He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Poor customer service costs businesses over $75 billion a year in lost profits. It can turn into hundreds of negative reviews and bad word of mouth, which spreads quicker than a wildfire.
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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.
Beyond Philosophy
NOVEMBER 14, 2020
What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? This episode of The Intuitive Customer, for starters. Recorded in celebration of the recent CX day, Colin joins fellow experience experts and champions Lewis Carbone and Joe Pine to talk all things Customer Experience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Myra Golden Media
NOVEMBER 20, 2020
If a customer gives you pushback, argues, or asks for a supervisor, one of the three things is going on: The customer doesn’t trust you The customer fears something The customer sees you as a threat to getting what they want. Watch my video to get two powerful techniques you can use to preempt an escalation when you get pushback. Was this helpful?
ShepHyken
NOVEMBER 18, 2020
If you have been following my work, you may remember something I refer to as The Loyalty Question. It goes like this: What am I doing right now to make sure the customer comes back the next time they need whatever it is we sell? Most people think customer loyalty is about a lifetime. That’s a pretty big goal—making a customer stay for a lifetime. But if you break it down into smaller parts—as in the next time —it becomes much easier.
Beyond Philosophy
NOVEMBER 19, 2020
From time to time, I participate in speaking engagements and, in the time of COVID-19, virtual speaking engagements. I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that I would love to share with you, and discussed on my most recent podcast , regarding where we are now with Customer Experience and, perhaps more importantly, where we are heading.
Callminer
NOVEMBER 17, 2020
Here are the top mistakes made by call center agents that frustrate customers and impact customer experience.
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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.
Contact Center Pipeline
NOVEMBER 18, 2020
I’m no stranger to remote work. I’ve been onboarded remotely and have onboarded remote employees before. But I have to say I’ve never been a part of onboarding someone fully remote—with my onboarding partners-in-crime also being remote—in the midst of a pandemic. As we are adapting our processes and strategy at LaunchDarkly, it’s moments like […].
ShepHyken
NOVEMBER 17, 2020
Customer Service is Engagement . Staying Focused on What Customers Want and Need . Shep Hyken interviews Jeffrey Hayzlett , Chairman of C-Suite Network. They discuss strategies for persevering in business and providing amazing customer experiences in challenging times. Top Takeaways: . No matter what you’re selling, there will always be certain conditions of satisfaction.
CCNG
NOVEMBER 17, 2020
While the global health and economic crisis has radically altered businesses across the globe, it's also given us valuable insight into consumer habits and new adaptive customer experience strategies that are helping minimize the disruption. Here we've compiled benchmark data, valuable customer insight, and a list of new strategies and innovative solutions to help you prepare for the future, develop your own adaptive contact center strategy, and get your business back on track.
Callminer
NOVEMBER 16, 2020
Managing call centers today involves much more than scheduling agents to staff the phone lines.
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Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more
Call Design
NOVEMBER 17, 2020
If you want to facilitate an environment for your contact centre agents to succeed, you need to start coaching. Coaching is a great way to encourage, enable, and empower your agents to not only want to be better at their jobs but perform better. Coaching is also a great opportunity for your agents to learn new skills, get feedback on the work they are doing, and resolve the problems they might be having with calls.
ShepHyken
NOVEMBER 16, 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. 3 Ways To ‘Innovate’ The Customer Experience by Sanjay Monga. (Forbes) Innovation has become a popular buzzword of the Digital Age.
Fonolo
NOVEMBER 19, 2020
As the contact center continues to evolve rapidly, it’s important to take a step back and evaluate the big picture periodically. Over the past few months, our team at Fonolo has been working diligently to explore the latest contact center trends. Unsurprisingly, technology adoption and customer experience continue to be hot topics — and as the demand for cloud-based software grows to accommodate remote work, call-back technology is steadily gaining popularity.
Contact Center Pipeline
NOVEMBER 17, 2020
Now that call centers have transitioned to working from home, many managers and supervisors are finding coaching remotely to have its challenges. Managers often go into “survival mode” and put coaching on the back burner, or worse, turn to “command-and-control mode” in an effort to maintain business as usual. However, one of the things that […].
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.
CX Global Media
NOVEMBER 18, 2020
When Dr. Robert E. Quinn was in the 6th grade, there was a popular boy in school who was good at basketball and almost every cute cheerleader loved him. Due to certain circumstances, he had to leave the school, and Dr. Quinn, wanting to be loved by the cheerleaders as well, saw it as an opportunity to replace him and become the best basketball player he could be.
CSM Magazine
NOVEMBER 19, 2020
Writing is seen as such a Herculean task that it is often outsourced and that can be a great idea. If you look at the writing involved in a task and you realise that it is something that you cannot handle, it’s easy to get an essay writing service to deal with it for you. Nonetheless, academic writing is a very useful skill that you must acquire as a manager.
UJET
NOVEMBER 16, 2020
This is a guest post by Donna Fluss, the president of DMG Consulting LLC. It took a pandemic, but most companies have finally been convinced that they need to undergo a digital transformation to position themselves for success in the economy of the future, also known as the “new normal.” The only problem is that no one knows what the new normal will be, only that it is likely to be different from what the world looked like at the end of calendar year 2019.
Contact Center Pipeline
NOVEMBER 19, 2020
When workforce operations are disrupted, the results can have a serious impact on your business. This is especially true if your customer service operations are interrupted. With customer service as one of the top areas driving customer satisfaction, continuing to serve customers in a timely, convenient manner is of the utmost importance. Delivering top-notch service […].
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!
Talkdesk
NOVEMBER 19, 2020
Call centers are often high-stress environments, especially when customer demands relate to urgent issues such as health or financial well-being. Automating processes and tasks is a key step to reducing stress and boosting productivity. For contact centers, the competitive advantage lies with being customer-centric and providing the best customer experience (CX) possible.
TELUS International
NOVEMBER 17, 2020
Do you know what it really takes to reduce customer effort and improve CX? Discover some new insights from a world-renowned CX leader, Matthew Dixon.
Peter Lavers
NOVEMBER 20, 2020
The Coronavirus pandemic has changed the way we engage with customers, colleagues and suppliers – forever! Many companies were already on journeys of digital transformation, which have been accelerated beyond belief in 2020. This has particularly affected contact centres, and our founding director Peter Lavers was recently asked to contribute to Fonolo’s 2021 Contact Centre Trends Report.
Cyara
NOVEMBER 19, 2020
There is nothing as scary as testing against a production system. The number of possible “what if” scenarios include everything from system crashes and software failures, to faulty reporting and annoyed agents. Yet, running test calls through production is the only way to monitor all aspects of the customer experience. So is there a way to safely validate the production system without the risk of causing a career-ending situation?
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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.
OrecX
NOVEMBER 18, 2020
Despite their limitations and continued decline, closed call center software solutions still exist, even though they can be difficult to modify, support and integrate into an existing telephony environment. Open systems, on the other hand, offer tremendous benefits to call centers, and therefore these solutions are becoming more ubiquitous. These benefits range from ease of integration and the ability to repurpose hardware to leveraging existing IT skills and staff to administer and support the
Ansafone
NOVEMBER 20, 2020
Virtual assistants and answering services both provide exceptional service to your business. The one you choose will depend on the style of support that best suits your company; by understanding how each works, you can select the right service to work for you. What is a Virtual Assistant? A virtual assistant is one or … Answering Service vs. Virtual Assistant – How to Choose the Best Service for Your Business Read More ».
Peter Lavers
NOVEMBER 16, 2020
In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE) studies as completely different and dissociated exercises. The links between customer and staff satisfaction, ease of working/doing business, and advocacy are very well established, and yet the programmes to understand and manage these are all too often divorced within the organisation.
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