Beyond Philosophy
SEPTEMBER 23, 2021
We all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? . I went outside my own resources to get you an answer to that question. On a recent podcast, we hosted speaker and author Shep Hyken, one of the most influential voices in Customer Experience today.
Contact Center Pipeline
SEPTEMBER 15, 2021
We know as consumers that there’s a certain feeling and satisfaction you get after having a really great customer service experience. We want the convenience of Amazon’s one-click ordering and speed of delivery, the relief of hearing that a Genius Bar representative at the Apple store can fix your device, the authenticity of Zappos, and […].
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Customer Contact Central Submitted Articles
SEPTEMBER 20, 2021
Learn tips and tricks for building a conversation that had a bad start.
ShepHyken
SEPTEMBER 15, 2021
Think about this … what if you were to charge a customer just to talk to you about what you would sell them? Or, if you own a retail store, a fee to enter the store. What would you have to do for your customers to be willing to pay for the privilege of buying your products or services? I’m not suggesting that you should. This is just to get you thinking about how good you really are.
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Myra Golden Media
SEPTEMBER 17, 2021
Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line! Here are three steps to easy National Customer Service Week planning!
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
SEPTEMBER 1, 2021
CallMiner, CTO, Jeff Gallino, unpacks the recent M&A activity around conversation analytics, answering “why now?” and providing input for how to navigate this complex landscape.
Contact Center Pipeline
SEPTEMBER 1, 2021
Like most parents, I’ve been looking for ways to enrich my children’s experiences during this past year—not only to keep them from becoming bored, but to instill in them a discipline of being open to new experiences and lifelong learning and engagement. Our discussions have focused on the value of experiences—how trying new things can […].
Beyond Philosophy
SEPTEMBER 16, 2021
Welcome to my second article in a series about assessing customer centricity in our global Customer Experience consultancy. All organizations are somewhere on a spectrum from Naïve to Natural, with Naïve being the least customer-centric and Natural being the most. The processes you have internally reflect on the experience you provide the customer. .
ShepHyken
SEPTEMBER 8, 2021
One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. Yes, the word terminate ties into the movie Terminator , which somehow became a theme in the background of the book. So, why would a customer terminate his or her relationship with you?
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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
Myra Golden Media
SEPTEMBER 17, 2021
We thought we’d be done with COVID by now. Yet, here we are. I was supposed to be boarding a plane tomorrow to deliver the opening keynote for a large event in D.C. It’s now virtual. A workshop I’m facilitating in Tulsa in a few weeks is now online. My son’s school reinstated mask mandates this week. Speaking of masks, I’m doing a lot of digital de-escalation training for clients in museums, libraries, theaters, and medical offices.
TechSee
SEPTEMBER 7, 2021
When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center. However, Visual Assistance can deliver value to many other use cases, all of which can help your organization save time and money and improve both the employee and customer experience.
360Connext
SEPTEMBER 21, 2021
This article is sponsored by PayPal. ne·glect /n???lekt/. verb: fail to care for properly. noun: the state or fact of being uncared for. from Oxford Languages. Neglect can feel like a harsh word. It’s easy to think that if we’re neglectful toward our customers, it must be through some negative action. But the most common type of customer neglect we see is simply the lack of attention paid to putting the customer first.
Contact Center Pipeline
SEPTEMBER 14, 2021
Frontline focused! To make it in the future, contact center leadership needs to get down to the business of being “frontline-focused.” The competition for contact center resources has never been greater; this puts contemporary frontline-focused organizations as the most likely to succeed in recruiting and retaining staff. You want to make sure that it is […].
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.
Fonolo
SEPTEMBER 16, 2021
As the old saying goes: “you can hear a smile through the phone.” It may be a bit cheesy, but it’s true. Studies have proven that tone of voice in customer service is even more important to a successful interaction than the specific words that are being said, and that an agent’s energy will translate to their customer even without face-to-face interaction.
ShepHyken
SEPTEMBER 29, 2021
Here is an interesting idea. Most businesses are competitive. They want to be better than their competition. Sometimes they try to out-service their competition. Sometimes they lower their prices to beat their competition. The point is that they are only looking at the competition. What if they looked beyond the competition? What if they looked at the world?
Call Design
SEPTEMBER 2, 2021
If you’ve been in the contact centre space for more than a few hours, you’ve likely heard some version of the unofficial motto “Connecting the right interaction, to the right agent, at the right time.” For the workforce management team, we know that means we need to accurately forecast the interactions, schedule the agents, and real time manage the environment.
SharpenCX
SEPTEMBER 29, 2021
As a manager, your executive team is consistently pushing you to keep employees engaged, reduce turnover, increase profitability and efficiency. I understand. Your task list is long and overwhelming. Where do you start? We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center.
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!
Taylor Reach Group
SEPTEMBER 3, 2021
by JD Fairweather. After several months of remote working – a workstyle many contact center leaders would have deemed impossible to implement a year and a half ago – employers are finding it difficult to lure staff back into the office. The Delta variant notwithstanding, it seems that employees are far too settled into the routine of managing teams, work, and calls to return to onsite employment anytime soon.
Contact Center Pipeline
SEPTEMBER 30, 2021
This month, our readers have turned their interests and attention toward topics of empathy, vision, quality programs and leaders, and how to show appreciation to our agents for the upcoming Customer Service Week in October. Here are our top 5 blog posts in September. 20 Empathy Statements to Show Stressed-Out Customers That You Care These […].
Fonolo
SEPTEMBER 7, 2021
When customers call your customer service line, greeting them with a friendly and easy-to-navigate interactive voice response system is a standard in call center software. This is often the first stage in a customer service journey, so making your welcome greeting and routing accessible and intuitive is a key aspect to your call center functionality.
ShepHyken
SEPTEMBER 14, 2021
The Ultimate Marketing Engine. Creating Customers for Life. Shep Hyken interviews John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. They discuss how to serve, understand, and create evangelists out of your ideal customers. Top Takeaways: A repeat customer keeps coming back but a loyal customer is someone who will do even more business with you once they come back.
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.
Call Design
SEPTEMBER 9, 2021
There is no better gauge as to the importance of customer experience when engaging with a brand’s contact centre than the millions of social media complaints that consumers have about their experience. If agents don’t have proper training and tools, they are not only unable to do their jobs, but may be damaging your brand. 10 ways to really kick goals and create agent success include: Create a Plan.
SharpenCX
SEPTEMBER 22, 2021
Since 2007, Airbnb’s grown to serve 4 million hosts who’ve welcomed more than 900 million guests into their homes. The company’s completely transformed the hospitality industry. They changed how people travel and enjoy time away from home. And, they’ve given other companies the best example of what a good customer experience looks like.
Totango
SEPTEMBER 28, 2021
Today, I’m very excited to announce that we raised $100M in a Series D funding led by Great Hill Partners with participation from our long-time investors: Pitango, Canvas, and BGV. Our “overnight success” took a decade. When we founded Totango, the customer success category did not exist – we had to invent it. Our lean and mean team worked very closely with our customers, who supported our vision.
Contact Center Pipeline
SEPTEMBER 29, 2021
Contact center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. While the expectations are that all agents will adhere to call scripts, manage conflicts and comply with regulations while treating customers with empathy, how do you make sure?
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.
Fonolo
SEPTEMBER 28, 2021
Congratulations, call center manager! You’re stepping into a world full of exciting challenges, impressive individuals, and constant evolution. There’s never a dull moment in a call center with a myriad of opportunities for growth and success. Of course, all new positions come with learning curves. To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same.
ShepHyken
SEPTEMBER 13, 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. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. (CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things.
The Northridge Group
SEPTEMBER 21, 2021
Businesses today are undergoing a paradigm shift as the customer journey moves to a “ digital first ” pathway. Yet the “digital first” evolution is only part of the story. In the past twenty years, we’ve also seen an explosion in the number of digital channels through which customers can be engaged: from websites to mobile phone apps, from social media and e-commerce platforms to the Internet of Things and virtual assistants like Siri and Alexa.
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