Steve DiGioia
AUGUST 16, 2021
Who cares what your employees say! The opinions of your employees don’t matter. Really. They don’t. You prove this each day by your actions. You continue to leave them in the dark about upcoming actions and decisions that affect them. You do little to address their concerns. Now, they question you. They’re losing faith in you. They don’t believe in your leadership.
Contact Center Pipeline
AUGUST 6, 2021
Workplace trends come and go. From the hierarchical corner office setups and cubicle rows that dominated most of the 1900s to open-plan campuses with free lunch and foosball that came with the internet boom of the mid-1990s and early 2000s. From “we need to concentrate more” to “we need to collaborate more.” From IBM calling […].
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Beyond Philosophy
AUGUST 19, 2021
My podcast partner, Professor Ryan Hamilton of Emory University, and I were honored to celebrate our 200th podcast , The Intuitive Customer. To mark the occasion, we each chose three of the best episodes from the first 200. Here are our picks and the key things we learned from each. Colin’s Picks: How Apple Uses Psychology To Construct An Outstanding Experience.
ShepHyken
AUGUST 11, 2021
“We love our customers, and they obviously love us. They keep coming back, again and again!” . Who doesn’t want to be able to say that? And, if that is the case with your organization, let me ask you this question: Do you know why they are coming back? . Not to be a “downer,” but we shouldn’t confuse a repeat customer with a loyal customer. They are not the same. .
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Myra Golden Media
AUGUST 26, 2021
It might surprise you to know I don’t want customer service specialists to apologize to customers. Before you respond to that, let me say that I see apologizing and saying “I’m sorry” as two different things. Today, I’m breaking down what the research says about apologizing, and I’m giving you phrases for expressing “sorry” and empathy.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Steve DiGioia
AUGUST 2, 2021
Last weekend, my wife, daughter, and I spent a lovely afternoon at a local farm, which also happened to be hosting a food truck festival at the same time. Of course, we ate too much but at least we got some sun on our faces and a day in the fresh air. We decided to take the haybale ride around the farm and got ready to see the sights. But the sights I saw were the farmer’s missed opportunity to make this ride something special and to enhance the experience of his customers.
Contact Center Pipeline
AUGUST 25, 2021
Many organizations weathered the COVID-19 crisis by focusing first on the welfare and well-being of their employees. The quick shift from on-premise to work-from-home (WFH) last year helped to safeguard companies’ human asset. Yet in the scramble to ramp-up the distributed workforce, security measures often took a back seat to business continuity. Quick to capitalize […].
Beyond Philosophy
AUGUST 12, 2021
Apple launched its Air Tags to help you find your lost items, like your keys or briefcase. Although I have other manufacturer’s versions of these products, I know that the Air Tags will be the best yet, and I can’t wait to get hold of them. My expectations and anticipation are because of the Halo Effect, and, just like mine did for Apple, it influences people’s impression of you. .
ShepHyken
AUGUST 18, 2021
I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. One of the questions had to do with creating a personalized experience. . We asked customers to rate various customer service experiences on a scale of one to five, in which a score of one signified not important at all with five being very important.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Taylor Reach Group
AUGUST 13, 2021
By Colin Taylor. Last spring when the Covid19 pandemic began, companies were forced to make many changes to how they operated. With the offices closed, they sent their agents to work from home. This was a learning experience for the center leadership, the company, and the agents. According to the research we completed in May 2020, only 15% of contact centers had active and existing remote or agents working from home.
Fonolo
AUGUST 10, 2021
No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back. According to research from Khoros, 86% of clients say they’re more likely to turn into lifetime brand advocates if they receive exceptional customer care.
The Northridge Group
AUGUST 10, 2021
Let’s say you’ve already taken the necessary measures to move your contact center from good to great. You’ve adopted clearly defined and focused metrics, you have a vision that aligns the needs of customers with the aspirations of your business, you’ve implemented a clear coaching plan, and you have an open feedback loop for employees to provide comments on customer pain points.
Contact Center Pipeline
AUGUST 12, 2021
The past year was a challenging and transformative time for many people as a global, once-in-a-generation health crisis upended critical components of how we work, play and connect. From remote workers to Netflix bingers, a critical commonality among people was the rapid adoption of digital platforms. Millions of people are now embracing a digital-first approach […].
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.
ProProfs Blog
AUGUST 6, 2021
Modern employees today are looking beyond just a 9-to-5 job. They are more passionate about their work than ever and want to find true meaning in what they do. . Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . However, statistics reveal a different story.
ShepHyken
AUGUST 20, 2021
This week we feature an article by Ray?Blakney, CEO and co-founder of Live Lingua , a renowned online language learning platform. He writes about how companies can secure their current customers’ repeat business. Every entrepreneur knows how important repeat customer business is for the overall success of their enterprises. Rather than spending a ton of money on marketing to try to land new buyers, if you are able to secure loyal, lifelong customers, their repeat business will continually grow y
Call Design
AUGUST 25, 2021
If you’re a manager within a sizable workforce, you’ve likely heard of gamification. This new type of technology has completely revolutionised the way training and management is conducted throughout the professional careers of your agents. While gamification has only been around for a short time and used by large scale organisations, a growing wave of smaller workplaces appear to be adopting this technology in recent years.
Fonolo
AUGUST 5, 2021
Regardless of your industry, providing ongoing training opportunities can mean the difference between finding lasting employees and experiencing high turnover rates. The 2019 LinkedIn Workforce Learning Report states that 94% of employees polled would remain with an organization longer if there were learning opportunities available. The proof is in the statistics — a proper training strategy leads to more engaged employees.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
OrecX
AUGUST 24, 2021
Vicidial open source contact center customers can begin recording their customer calls with a robust third party recording solution like OrecX. The OrecX audio and screen recording software integrates easily with VICIdial , and each recording is tagged with the correct meta data even if agents are on a single uninterrupted SIP session on the extension side.
Contact Center Pipeline
AUGUST 26, 2021
The best tech support agents have a little secret: They aren’t doing their jobs all by themselves. They’re not cheating. They’re not slacking. But they are getting help from an outside source that lets them be more effective: smart technology solutions that enhance human agents’ capabilities by adding speed and precision. These technologies aren’t intended […].
SharpenCX
AUGUST 19, 2021
Step aside, Amazon. Shopify’s the new Goliath in commerce. The company’s built a best-in-class customer experience that’s ignited growth like rocket fuel. In a short, 15-year time span, Shopify’s shapeshifted into one of the world’s leading supporters of small businesses, now powering more than a million stores and generating more than $307 billion in annual economic impact across the globe. >> Download Now: A toolkit to align company leaders on your digital projects.
ShepHyken
AUGUST 27, 2021
This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. He writes about how customer experience can determine the lifeline of a business. What makes a business stand out from the crowd? It is the volume of customers that makes the difference to a considerable extent. Hence, customer satisfaction has become a very important factor for the sustainability of a business.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Vistio
AUGUST 15, 2021
When your customers call your contact center, the process of delivering consistent, accurate, and efficient service should be simple.
Fonolo
AUGUST 17, 2021
To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. If your agents have polite, customer interactions — that’s great! But it’s not enough.
CustomerServ
AUGUST 31, 2021
Demand for outsourced call centers is becoming increasingly relevant. In 2020, brands, organizations, and government agencies quickly learned that they were ill-equipped to manage the dramatic impact of COVID-19 on their call centers. During the height of the pandemic, frustrated and highly emotional customers experienced average hold times that suddenly inflated from minutes to hours in some sectors.
Contact Center Pipeline
AUGUST 10, 2021
The phone beeps in my ear; I answer with, “Thank you for calling Hoosier Healthwise. This is Mark. How can I help you today?” I pause to allow the other person on the line to speak. He says, “Well, I hope you can,” and he says that he needs help selecting a health plan. I […].
Advertiser: ZoomInfo
Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.
aircall
AUGUST 30, 2021
Justin Champion is a part-time digital nomad , author of Inbound Content , and Principal Content Professor for HubSpot Academy. Justin created HubSpot Academy’s Digital Marketing Course , which has awarded thousands of certifications to professionals across the globe. You can find him on Twitter @JustinRChampion. As a manager, you’re responsible for overseeing and leading the work and safety of a group of people. .
ShepHyken
AUGUST 25, 2021
I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story. The same goes for when I’m transferred to another person. There is no need for this. . I recently posted that message to social media. My friend and fellow customer service and experience expert Jason Bradshaw responded that the same thing happens with online chat.
SharpenCX
AUGUST 31, 2021
Transparency is key when you’re managing a successful team. When organizations practice transparency with their employees, they see greater success in several areas. They have increased employee engagement, a stronger company culture, and foster a comfort that empowers employees to communicate freely. A lot of data is coming in and out of your contact center platform throughout the busy day.
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