Trending Articles

The Boss Can Kill the Customer Service Buzz

ShepHyken

Back in my high school and college days I worked at a gas station. We were a self-service station, so our role was that of cashier more than anything else. One very cold morning I noticed an elderly woman drive into the station. She was probably 80 years old.

Nothing Ventured, Nothing Gained

Contact Center Pipeline

You can’t get anywhere unless you’re willing to take a risk. Nothing ventured, nothing gained. This idiom dates back to Chaucer (c. 1374) and is similar to the late 14th century French proverb, Qui onques rien n’enprist riens n’achieva (“He who never undertook anything never achieved anything”).

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Covid-19 Mask Sewing Kits

Myra Golden Media

Are you interested in making and donating masks for Covid-19? Here are some resources to get you started. link]. link]. Customer Experience Design

How will COVID-19 change customer behavior and habits?

Beyond Philosophy

Just over a decade ago, just as the world was coming out of the deepest recession since the Greatest Depression, we carried out significant research across the globe with the largest container shipping company in the world.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

The COVID-19 field service challenge: ensuring business continuity with remote support

TechSee

Ensuring business continuity and the safety of employees and customers is top of mind for companies delivering essential services across industries such as utilities, medical technology and telecommunications.

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Every Great Leader Has an Experience Book. Do You?

Steve DiGioia

The actions of leaders should focus on common-sense decisions. A good “business-sense”, extensive life experience, having a good judge of character, and the ability to see-through-the-fog towards the intended goal will help most people make the “right” call as needed – when needed.

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Top 5 Posts in March

Contact Center Pipeline

What a difference a month can make. In February, we were looking at topics like growth and development, aligning strategy and technology, and tools for delivering an exceptional customer experience. We’ve now entered the strange new reality of the COVID-19 era.

Keep Calm and Carry On: Controlling the Controllables with COVID-19

Beyond Philosophy

We are living in troubling times fraught with uncertainty. There are many questions about what comes next in the COVID-19 outbreak. We talked about this in a recent podcast. Many of our clients have been calling us about what to do. Here are ten things we have been telling them.

How to create a customer insight strategy

Lumoa

A customer insight strategy help organizations to ensure that customer insights are used in the development of products and services on a continuous basis. Feed generated with FetchRSS

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How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

5 Top Customer Service Articles For the Week of March 30, 2020

ShepHyken

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.

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Maintaining culture in a temporary WFH environment

Tethr

For a lot of us, the new reality is an indefinite work from home situation. While physical distancing is more of a necessity now than a choice, social distancing doesn’t need to be. Company leaders must strive to maintain culture in this sudden remote work era.

How to Implement CCPA Without Impacting Customer Service

Contact Center Pipeline

One of the realities of working in customer service today is that you probably handle a significant amount of customer data on a daily basis. Personally identifiable information (PII) is any piece of data that can be tied back to a person’s identity.

How Apple Uses Psychology To Construct An Outstanding Experience

Beyond Philosophy

What You Should Learn from Apple’s Outstanding Experience. I am a huge fan of Apple products. If there were already a waiting list for the next iPhone, I would be on it. For me, buying Apple products is emotional, intuitive, and automatic—all the things a brands needs to foster customer-driven growth. Apple is excellent at incorporating principles of behavioral economics and psychology that are hugely influential on customer behavior in all the right ways.

A New Segmentation Model for Customer Onboarding

In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Top 3 Tips for Handling Customer Support Issue Surges

UJET

The world has gone digital. From on-demand food delivery, e-commerce purchases, telehealth, and more, customers are looking for great digital experiences that not only mirror the experiences of speaking with someone face-to-face or visiting a brick and mortar location, but that goes above and beyond.

Amazing Business Radio: Horst Schulze

ShepHyken

The Customer is Your Bottom Line. Creating Purpose for Your Employees and Your Business. Shep Hyken interviews Horst Schulze.

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How to Focus on Customer Service to Grow Your Business in 2020

ProProfs Blog

It’s no secret that customer service is an essential aspect of every business. That said, many companies overlook their customer experience, and they don’t often consider it an ROI generating metric.

Weaving together customer and employee experience

Tethr

There are countless articles and statistics on the importance of the customer experience (CX). There are nearly just as many regarding the employee experience (EX).

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

10 leadership ideas to implement this week for your business (Video)

Totango

COVID 19 has forced businesses to quickly adapt and explore new ways of working. Leaders need to act fast and act now to ensure your team and business can navigate through the change.

Current State of Affairs at Blue Ocean

BlueOcean

Stating the obvious, the past few weeks have been a turbulent time for everyone the world over. In response to this crisis, the world of work has been rapidly evolving.

5 Tips for Managing Remote or Virtual Contact Center Teams

Fonolo

Managing a contact center team is a challenge at the best of times. If your contact center hasn’t been driven remote by the pandemic, it will likely feel the impact soon — so prepare to go remote now.

6 Steps to Create an Attractive and Engaging Survey

ProProfs Blog

A satisfied customer is the best business strategy of all – Michael LeBoeuf. You have decided to survey your customers. Great! You have decided to survey your customers. Great! But is it enough to be aware of this strategy?

How Communities Can Supercharge Your Business, Brand and Teams

Speaker: Jono Bacon, Community Expert and 'People Powered' Author

There is a growing trend in companies seeing the value of building communities for their customers and users. Sephora, Harley Davidson and many more have driven enormous success with their communities. Doing this well is tricky though. How do you know where to start, what goals you should start with, and how to track your success? Join Vanilla Forums on Tuesday, April 7 at 12:00 p.m. ET to hear from community strategy consultant and author of People Powered, Jono Bacon.

The Growing Use Case for Video and Co-Browse in Customer Care

Upstream Works

Remote working is in the spotlight like never before, and work from home (WFH) has become the tech acronym du jour. In this climate of social distancing, remote working will be a boon for driving the adoption of engagement and collaboration tools.

Adopt automation to support your customers during the pandemic

Talkdesk

In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis.

New Podcast - Remote Working with Monday.com

Jon Arnold

Regular followers will know I’ve been doing a lot of podcasts lately, and it ‘s just one channel I’ve been busy with sharing my thoughts on the trend of the moment - remote working, aka WFH - work from home.

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Increase customer loyalty through strong agent engagement solutions

Tethr

What if the secret to driving customer loyalty was engaging your call center reps? Would you then spend more time and resources improving call center morale?

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.