Beyond Philosophy

MARCH 31, 2022

Stephanie wrote to us to ask about what to do about a price increase regarding their Customer Experience. Finally, we decided we needed to and phoned up the bloke that quoted it to us. Lately, in some of my experiences as a consumer, I feel a sense of Deja vu. Inflation is also problematic for businesses. Inflation Raises the Roof.

Customer Experience 222

Customer Experience Real estate Customer centricity Call Center 222

Comm100

SEPTEMBER 26, 2023

While we’re all familiar with the basics, like using a customer’s name in an email, today’s innovators are going far beyond these conventions to deliver personalization. Providing personal and genuine support to our students is really important to us.

Personalization 69

Personalization Chatbots Surveys Engineering 69

Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. I am sure that the research is sound, and the authors that wrote the piece can show statistically based on the data they were using that bad customer service can contribute to profitability. We tap our toes and roll our eyes as we wait.

Customer Service 470

Customer Service Consulting Consulting Wait times 470

CX Accelerator

JANUARY 7, 2019

Do terms like NLP and Machine Learning mean anything to you? It’s OK if they don’t but chances are you’ve heard a well-meaning salesperson try to sell you on the latest greatest CX tool and they’ve dropped these terms like they’re hot. For the sake of clarity, let’s break these terms down a bit. This doesn’t happen without NLP.

Chatbots 275

Chatbots Contact Center Technology Analytics 275

Comm100

APRIL 10, 2024

With proper application, this integration: Provides a greater customer experience Delivers a personalized service that can boost customer retention rates Reduces staff burnout Another key benefit of using AI in customer service is the ability to better understand and predict the needs of the customer to address their concerns almost instantaneously.

Customer Service 84

Customer Service Chatbots Analytics Big data 84

Peter Lavers

MAY 11, 2020

This isn’t news to us. Have you noticed that under normal trading conditions many important projects and investments get cut or delayed “because we’re just short of our target”? The sad thing is that it’s often longer term and strategic investments that suffer, to the detriment of the customer or employee experience.

Customer centricity 130

Customer centricity B2B Sales Accountability 130

Call Experts

SEPTEMBER 22, 2023

So, when you come across unfamiliar terms like “Call Forwarded Unconditionally,” it’s essential to understand what they mean and how they affect your calls. In life and business, communication is vital, which is why today we’re deciphering ‘call forwarded unconditionally’ and what it means for your calls.

call center professionals 59

call center professionals Healthcare Call Center outsourcing 59

Beyond Philosophy

DECEMBER 5, 2022

These contractions can be healthy in the long term for economies, even if, in the short term, it can be harrowing for those living through it. As a “mature” member of the business world, I know that this recession is only the next in a long line of recessions that came before. Inflation is terrible, too.

Banking 195

Banking Best practices Consulting Consulting 195

ShepHyken

MAY 9, 2022

CMSWire) In design thinking, we use research and data to understand how the customer experiences the journey — and we empathize with the customer’s feelings at every step, paying close attention to these moments that matter. I like how this article makes us consider what will make the most positive impact on our customers.

Customer Service 168

Customer Service Engineering Personalization Surveys 168

CCNG

JANUARY 4, 2023

The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives. Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

VirtualPBX

JANUARY 23, 2024

Call center staff might be manipulated into revealing confidential material, through the use of baiting, scareware, and phishing techniques. You can use internal newsletters and meetings to open discussions on best practices, and to ask the staff to relate their experiences of practicing cybersecurity. Social engineering.

Call Center 98

Call Center Engineering Education Best practices 98

Outsource Consultants

AUGUST 21, 2023

US Companies Expanding Close to Home After the disastrous supply chain complications of 2022, many companies are beginning to bring support closer to their US market. In response to these unprecedented difficulties, US companies began eyeing Mexico as a viable resource. The changing of geography didn’t only affect manufacturing.

Call Center 67

Call Center outsourcing Government Education 67

OctopusTech

APRIL 18, 2024

By using their name, knowing about their relationship with your brand, and remembering previous conversations, you create an experience that is unique to them. Employee Training And Empowerment Effective employee training is more than teaching the team to use tools and follow scripts. Call center worker accompanied by her team.

Call Center 62

Call Center Contact Center Telemarketing outsourcing 62

Global Response

NOVEMBER 6, 2023

This is true even in the US—a fair wage in Iowa may not be the same as a fair wage in New York, even if the work is similar. Of course, some elements are non-negotiables, but many other elements can vary in terms of what’s fair for everyone involved. Outsourcing is a common business practice—but is it a good one?

outsourcing 62

outsourcing Call Center Transportation Metrics 62

JustCall

OCTOBER 11, 2023

As per Bain & Company , patient engagement is rising higher on the list of priorities for US healthcare providers. However, as is the case with any technological tool, using a patient engagement platform is not one without challenges. Let’s explore more. million , to be exact.

Healthcare 52

Healthcare Education Technology Surveys 52

ShepHyken

MARCH 31, 2023

This week, we feature an article by Josh Centers, a Business Journalist at TextExpander , a platform that empowers teams and individuals to save time and eliminate repetitive typing with just a few keystrokes. He shares the challenges that customer service representatives face and how companies can overcome them. Toister has a theory.

Customer Service 168

Customer Service Chatbots Surveys Personalization 168

ShepHyken

SEPTEMBER 2, 2016

This week on our Friends on Friday guest blog post my colleague, John Smart, explains the leadership term VUCA and how it can relate to customer service. In this article I will explain further about the application of customer leadership and how we can utilize current leadership thinking to take us to the next stage. Shep Hyken.

Customer Service 174

Customer Service Consulting Consulting Marketing 174

Hero Digital

NOVEMBER 18, 2020

They like the feeling of liberation and empowerment that comes from self-managing a condition remotely. As you manage through the ongoing pandemic and tackle near-term challenges, how can you also prepare for what’s next and begin defining what it will mean for your patients to access “care anywhere”? Design for human success.

Customer Experience 98

Customer Experience Healthcare Management 98

CSM Magazine

DECEMBER 23, 2023

With so many organizations diverting time and resources towards wellness programs of late, it’s fair to assume that most employers are confident these actions will be mutually beneficial.

Employee engagement 52

Employee engagement Surveys Metrics Marketing 52

CSM Magazine

OCTOBER 5, 2023

“We are a time led business that is heavily reliant on and impacted by the weather so it is critical for us to know where are engineers are and how quickly they can get to a client site,” commented Rob Bland, Managing Director at Blade Roofing.

Engineering 59

Engineering CRM Finance Enterprise 59

Beyond Philosophy

FEBRUARY 15, 2021

Wilson says at her firm, she is working to improve financial decision making using behavioral theories, internally and externally. Her job targets enhancing how financial advisors help clients make better financial decisions for themselves, and she uses behavioral science to optimize these areas. Anne Wilson, Ph.D.,

Finance 222

Finance Consulting Consulting Metrics 222

Fonolo

OCTOBER 6, 2022

Don’t get us wrong—we’re in full support of call center agents taking time off and embracing work-life balance. Which brings us to our next topic… The Magic Formula: Calculating Absence Rate. There’s nothing that destroys a perfectly good call center schedule like unplanned absences. What is Absenteeism, Anyway? Poor culture fit.

Call Center 81

Call Center Abandon rate First call resolution Contact Center 81

Nicereply

APRIL 16, 2020

When it comes to Terms of Service, people tend to fall into one of two camps. Or, you agonize over every line before you even consider accepting any terms. Although a Deloitte study found that 91% of consumers don’t even read terms of service agreements, they’re still a lightning rod topic around the world. Second, be brief.

Feedback 52

Feedback Accountability Technology Personalization 52

24-7 InTouch

MARCH 6, 2023

Lua Health’s proprietary AI algorithm identifies signs of stress at the earliest stages and helps guide employees to appropriate scientifically backed treatments to stop the condition from escalating. The privacy-aware software from Lua Health can measure and enable an individual to manage their personal well-being.

Employee engagement 52

Employee engagement Enterprise Technology Analytics 52

Beyond Philosophy

JANUARY 15, 2021

Nudging is a term developed by Nobel-prize-winning economist Richard Thaler and Cass Sunstein, a professor at Harvard Law School who has worked a lot with governments. The nudges we use on digital experiences are the same things I talk about with physical experiences. Sometimes they can go in the wrong direction.

Airlines 249

Airlines Government Customer emotions Marketing 249

CSM Magazine

AUGUST 29, 2022

We get it, life can get ahead of us all sometimes. Get a Short-Term Loan. If you have good credit, you may be able to take out a short-term loan from a bank or online lender. If you have good credit, you may be able to take out a short-term loan from a bank or online lender. And most importantly, have fun!

Banking 52

Banking Sales Surveys Marketing 52

Beyond Philosophy

JULY 15, 2021

We often encourage organizations to use the information they have collected about customers to profile their preferences and anticipate their needs using Customer Science. Also, each of us has an internal self and then an external self. However, when it comes to privacy, we have very little of it these days.

Telemarketing 195

Telemarketing Government Consulting Consulting 195

Certified Languages International

NOVEMBER 5, 2021

The family tried to explain the condition, but no trained medical interpreters were available. Source: Husna Miskandar on Unsplash. And don’t just take our word for it. We asked a recently certified medical interpreter her thoughts, too! Many professional interpreters have a goal of earning a medical interpreter certification. Mariana W.,

Healthcare 98

Healthcare Education Personalization Management 98

Toister Performance Solutions

MARCH 30, 2023

Examples include: Upholding the brand promise and other guarantees Writing to customers using the brand style guide Following service standards when assisting customers I like to use the A-B-C-D model to create clear, observable learning objectives: A = Audience: who is being trained? C = Condition: how will I assess their ability?

Construction 87

Construction Best practices Personalization Customer Service 87

Aspect

SEPTEMBER 25, 2018

The Workforce Management (WFM) system uses these volume forecasts to project the number of appropriately skilled employees that will be needed to meet optimization goals (e.g., and then use that information to produce schedules, or the raw materials employees will use to build their own schedules.

Contact Center 185

Contact Center contact center workforce Wait times Education 185

Fonolo

FEBRUARY 22, 2022

So, let’s dive into what call center attrition is, what causes it, how to calculate it, and how to use it to inform employee retention strategies. Voluntary attrition occurs when agents leave by their own choice, often due to undesirable working conditions or benefits – and it is now higher than ever.

Call Center 87

Call Center Contact Center call center workforce Morale 87

Peter Lavers

FEBRUARY 11, 2016

Many companies have damaged it in tight trading conditions, and people sometimes make short-term decisions that do long-term damage. You will need board commitment and a strategy for: Behaviours: Demonstration that long-term relationship quality is truly at the centre of everything you do. What’s the problem?

Government 124

Government B2B Personalization Management 124

ProProfs Blog

DECEMBER 22, 2019

This customer-focused exceptional service approach will not only maximize customer satisfaction and convert them into long-term loyal customers but will also enhance your business’s brand value. There was a time when offering a good product at a reasonable price was enough for a company to stand out from competitors.

Customer Service 152

Customer Service Customer retention Feedback Airlines 152

VirtualPBX

JANUARY 23, 2024

Call center staff might be manipulated into revealing confidential material, through the use of baiting, scareware, and phishing techniques. You can use internal newsletters and meetings to open discussions on best practices, and to ask the staff to relate their experiences of practicing cybersecurity. Social engineering.

Call Center 52

Call Center Engineering Education Best practices 52

COPC

SEPTEMBER 21, 2023

Moreover, many training programs use impressive yet daunting terminology and equations that don’t resonate with the majority. This table tells us there is a ten percent chance that someone who performs better than the center’s target of 83% will have a sampled result of 72%.

Coaching 88

Coaching Contact Center Surveys Metrics 88

Outsource Consultants

MAY 8, 2020

Are you having trouble making plans that go beyond the short term? . High-density populations and lower cost conditions in countries like India and the Philippines (attractive outsourcing characteristics normally) have exposed the vulnerability of each nation’s infrastructure to contain the current health crisis. . Use our checklist.

outsourcing 67

outsourcing Call Center Consulting Consulting 67

BlueOcean

APRIL 28, 2020

There have been comparisons of the coronavirus pandemic to an earthquake, where the initial quake shakes us to the core, but the aftershocks continue to reshape the world for months and years to come. What does remote work mean for long-term network management? But we weather the storm. We get inventive. We get inventive.

Contact Center 62

Contact Center outsourcing Employee engagement Customer Care 62