5CA

Starting small with analytics: A little data goes a long way

5CA

Back when I lived in London, it was a very exciting time every year when the big department stores lit their Christmas lights on Oxford Street. Catching a double-decker bus in the evenings, sitting in the front row on the upper deck and viewing all the sparkling lights was always a magic moment

Are you really listening to your customers?

5CA

The most successful companies make listening and understanding their customers a vital part of their business strategy. Sounds simple, doesn’t it? Unfortunately, the reality is different.

How to hire your first customer service representative

5CA

Your company is rapidly growing, and it is time to hire your first customer service representative; this will be the first person at your company who will be completely customer-focused.

The 7 most common customer service outsourcing myths

5CA

Working in customer service outsourcing, I have experienced some resistance, mostly due to misconceptions regarding the practice. There are a lot of myths out there stopping companies who could benefit immensely from outsourcing their customer service.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Who is responsible for employee development?

5CA

A few years ago, after over twenty years working in the Customer Service Industry, I crazily returned to university and completed my master’s degree in HRM, where my final thesis focused on linking staff engagement to brand loyalty

Customer Service Terms: The only glossary you will ever need

5CA

If you are new to customer service you probably already realized that the industry has its own set of terms. Some of them are pretty straight forward but, others can seem like a whole other language

The Care and Feeding of Your Player Experience Team(s)

5CA

To be blunt, when I first started leading a Player Experience team, I was completely out of my depth. I had no experience as a manager and not much guidance on how to be effective as a leader.

Why critical thinking is crucial for great Customer Experience

5CA

How often have you contacted customer service and received a generalistic, completely useless response? Even though you clearly described the problem, included the troubleshooting steps you already took and even indicated potential causes for the problem you are facing? Customer Experience

The 4 most effective eCommerce customer service practices

5CA

ECommerce not only means being open 24/7 but also missing out on having face to face interactions with your customers or potential customers

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

Key things you should know about customer support channels

5CA

Choosing the right channel to do customer support can make or break a fledgling business. Understanding the trade-offs between the most common channels is essential

It's not me, it's you. Why cancelling is part of CX.

5CA

When you think about Customer Experience I'm willing to bet you'll typically think about the experiences customers have when evaluating a product or service, choosing and buying it, and then actually using it. Customer Experience

Do you listen to reply? Or to understand?

5CA

I have often been told to listen more and speak less. As a passionate person by nature and an evangelist for great customer service, I find this hard to do. Sales

GDC 2019 Wrap-Up

5CA

This year’s GDC was record-breaking: Over 29,000 developers descended upon San Francisco for a week of sharing, learning, networking, and of course, fun!

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

How to Disrupt Your Competition

ShepHyken

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance.

3 Useful Tips for Talking to An Employee About a Problem

Myra Golden Media

Label the Employee’s Emotional Reaction. When you merely label what you think your employee is feeling, you show your understanding while at the same time expressing empathy. Labeling is just naming what you observe. Don’t judge or harp on the issue. Here’s what labeling looks like.

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Why You Must Create and Sustain a Customer-Centric Culture

Beyond Philosophy

Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

The Truth About Transitioning From Employee To Supervisor

Myra Golden Media

Your communication ability, leadership strengths, ambition, and people skills got you this promotion. Now comes the hard part – dealing with conflict, giving feedback, toxic employees, and managing your time.

Guest Blog: How Live Chat Can Improve Conversion Rate For Your Business

ShepHyken

This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken. The modern marketplace offers many different ways to make your business and employees more productive.

All About the Feels? Why Emotion Plays a Critical Role in CX Success

Call Center Weekly

By Cohan Daley “Feel the feels”, “all about the feels”. Whether you love it or hate it, this phrase highlights a key point about digital communication.

20 Call Center Leaders and QA Pros Reveal the #1 Problem Keeping Call Center QA & Monitoring Teams Up at Night (and How to Solve It)

Callminer

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. It goes without saying that this is an incredibly complex undertaking, particularly in large organizations with thousands of call center agents having many thousands of interactions with consumers every day. The problems that plague the […].

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?

Callminer

We are well within the “ Age of the Customer ”. The first step toward competing successfully in this era is capturing the voice of the customer. Many organizations are sitting on a gold mine of customer intelligence which they have already captured – their contact center call recordings.

The Fastest Way to De-escalate Is To Use Your Customer’s Last 3 Words

Myra Golden Media

When you have an enraged customer on the phone or in front of you, nothing threads the needle like mirroring the customer’s words. Copying the customer’s angry expressions makes the customer feel heard and understood.

The Power of a Smile

ShepHyken

“Smile and the world smiles with you.” That is part of a longer quote attributed to Stanley Gordon West. It became the topic of conversation while on a New York subway with my daughter, Alex, when I noticed her smile at someone who, in turn, smiled back.

Leadership Sets the Tone of the Culture

ShepHyken

One of our Shepard Letter subscribers, who asked to remain anonymous, recently shared a story worth telling. To protect him from the backlash he’s concerned about, we’ll change his name to “protect the innocent,” as the saying goes, just in case someone from his company reads this.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

Nobody Goes There Anymore… It’s Too Crowded

ShepHyken

The other day I was driving by a Chick-fil-A restaurant at lunchtime. I was blown away by how many people were in the drive-through lane. There had to be at least 20 cars. I thought to myself, “That’s a long line. You really have to love Chick-fil-A to brave that line at lunchtime.”.

3 De-escalation Techniques Gayle King Used In the Emotional R. Kelly Interview

Myra Golden Media

The first thing I read on my iPhone this morning was the interestingly trending Gayle King interview with R&B singer R. Kelly. In the interview, the singer cries, rants at the camera, beats his chest, and stands, towering over Gayle King with warlike body language.

Make This Small Change For Big Results

Beyond Philosophy

We all have a Status Quo Bias when it comes to decision making. Also called Status Quo Inertia, the Status Quo Bias is our preference to keep things the same or maintaining a previous decision.

Things That Happen When You Go From Employee to Supervisor

Myra Golden Media

I got my first management title when I was twenty-six years old. The person I’d beat out for the position had been with the company 26 years, and in one hiring decision, this woman, who wanted my job, become my direct report. She’d been with the company since before I was in kindergarten.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

This Is How You Get Customers To Accept Your Word As Final

Myra Golden Media

Do you find it difficult to get customers to accept your word as final? Like, do they just come back and ask their question another way. Or even better, do they ask to talk to your manager? The thing is, we all need to get better at making our answer the final answer.

How to De-escalate Using the Snatch and Flip Technique

Myra Golden Media

When your customer furiously tears in, not letting you pinch in so much as “um hmmm,” regain control using the Snatch and Flip technique. Here’s what you do. Listen (Try to be fully present, listening without annoyance.). Identify the subject that has hacked the customer off.

Is Facial Recognition Creepy or Is It Just the Future?

Beyond Philosophy

Is Facial Recognition Creepy or Is It Just the Future? Technology can analyze people’s facial expressions and determine what emotion they feel. It’s called Facial Expression Analysis and it uses Facial Recognition technology.

8 Key Stats to Prove Customer Experience Delivers ROI

Beyond Philosophy

James Carville, political commentator and media personality coined the phrase, “The economy, Stupid,” for Bill Clinton’s 1992 presidential campaign. Carville was talking to the team at the time to help them focus on the key messages for Clinton’s campaign.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.