INDUSTRY INSIGHTS YOUR PEERS ARE READING
By Celia Thomas To aid and ensure contact center agents are successful, leadership must support and values them. One key area in this development, is trust. There is an excellent quote by Steven Covey that speaks to the important of trust in leaders. MORE
I was recently at a business conference at a highly regarded venue. The presenter was wonderful and provided lots of strategies, techniques, and solutions for those in attendance. Participants walked away with a wealth of knowledge and takeaways ready to implement in their companies. MORE
The importance of getting access management right cannot be overstated. You need to make sure that anybody accessing your systems – and the data within - is exactly who they say they are. MORE
I'm reading First, Break All The Rules: What the World's Greatest Managers Do Differently , by Don Clifton. It's so, so good! There are some really crucial lessons but the one that is on my mind the most right now is - great managers do NOT follow the golden rule. MORE
By Darcy Bevelacqua Customer Experience is Everywhere From marketing to customer service to the boardroom, it’s recognized that personalized, efficient and engaging customer experience drives customer acquisition, brand loyalty and customer lifetime value (LTV). MORE
By Anonymous Log into your programs, put your headset on and turn on your phone. That first call of the day means so little to you because you take hundreds of calls a week that are exactly like the one you are about to take. MORE
By Sean Hawkins Two of the common reasons I hear regarding a lack of agent training, are no money and no time. This answer is unacceptable simply because there are many alternative methods of training and development available. MORE
By Ron Rhodes October 24, 1929 was a Thursday. The weather was partly cloudy, chilly, with a daytime high of about 49 degrees Fahrenheit, cool for that time of year. People began their day like any other, breakfast, news reports, perhaps even morning prayers. MORE
By Diana Aviles Sometimes, you just get stuck. You sit there at your desk trying to come up with every way possible a person can say something with the hope that it will help make some progress on getting your category or query to pass validation. MORE
By Sean Hawkins Organizations that understand the true value of professional development, culture, innovation, and creativity, also recognize the value of continuously educating their employee base. MORE
As we enter the Christmas season, our awareness and desire to help others increases. That can be helping those in need, donating our time and/or money, or being a little more kind to others. When we are help one another, not only does it make us feel good, it is encouragement for the recipient. MORE
Your former Recruiting team just took you through a PowerPoint presentation in which they proudly announced that Recruiting should hence forth be referred to as “Talent Acquisition.” Great! MORE
By Diana Aviles I feel like I often say, “One of the biggest challenges in speech analytics is.” in many of my pieces since there are so many moving parts in what we do. MORE
Consumers have the power, everyone is an influencer and consistently delivering exceptional customer experience is critical to event success. And as the B2B vs B2C playing field has leveled, buyers expect consumer centric experiences across the board. MORE
By Stacy Sherman (MBA, CX Certified) ? This article originally appeared on Doing CX Right There’s an increasing amount of conversations about Women and Leadership, and I love it! MORE
In today’s business world, the desire to reach more consumers is a top priority. With global online purchasing easier to accommodate, and businesses expanding into new geographies, one can naturally expect a surge in non-English speaking customers. MORE
By Erica Marois Two years ago, after an 18-month stint as Connecticut residents, my husband and I boxed up our belongings and made the journey back down south, landing in Richmond, VA. Unlike our move to Connecticut, we hit the road with significantly fewer belongings. MORE
The time for annual Customer Service Week is rapidly approaching! Are you ready? This celebration, which takes place the first week of October each year, is a week of fun, games and food – lots of food. MORE
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. MORE
If leadership is wondering if employee engagement is good and necessary for their teams, I would have to emphatically say, "yes, it is!" I have worked in the contact center environment for many years. I have had the opportunity to work for companies both large and small. MORE
By Sean Hawkins I recently spoke with an agent for my insurance company, in the hopes of clearing up a misunderstanding concerning my policies. Well, things didn't go as easily as expected. For starters, I called the wrong the number. MORE
Once upon a time, (isn’t that how they always start), a young woman took a leap, and accepted a position in a customer service role. This is a new adventure, how exciting!! The young woman had no experience in customer service, but was up for the challenge. She thought should could figure it out. MORE
Long lumped in with Customer Service, the entire Customer Experience concept is finally being acknowledged as a weighty differential in the quest to build customer loyalty and increase sales. MORE
By Maurice Helm I understand from experience the life of a call center representative. MORE
What factors should an organization take into consideration, when choosing a business partner? Companies have a wide range of criteria to consider when tasked with the difficult objective of choosing a business partner (provider). MORE
In the contact center community, we understand the true value of a happy customer. We’ll do whatever it takes to make sure that we leave our customer satisfied. But, let’s consider this for a moment: In order to take the best care of others, we must first take the best care of ourselves. MORE
By Rinku Basu Over the past few years, customer services have been taken to astonishingly new heights. Meeting expectation’ is no good anymore, surpassing expectation is the only modus operandi for existence. MORE
culture: The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature. MORE
By Erica Mancuso Treating others as you would want to be treated is a practice of empathy. The golden rule is such a simple, timeless principle, and yet I’m constantly amazed at how little it’s practiced any more. MORE
By Mitch Mitchell Depending what you consider as a good leader, you'll either believe there are lots of good leaders or very few good leaders. As someone who's been ensconced in leadership for a long time I can honestly say that there's a true dearth of effective leaders in the world. MORE
You have made it. 2017 is coming to an end. You have survived all the highs and lows. It was another eventful year for the recruitment sphere. Recaps and reviews must have been filling your feed and mailbox. We won’t bother you with another one. Instead, we’re going to give you a head start for 2018. MORE
Workforce Management drives CX A biker friend of mine recommended a book to me called “Freedom” written by Sonny Barger – yes “that” Sonny Barger – a founding member and former Oakland Chapter President of the Hell’s Angels. MORE
Ron Rhodes Without a doubt, my most perplexing and profound observation from years of leading large organizations is a behavioral complex I refer to as the psychology of disengagement. In the back office BPO and contact center business, competition for labor is heavy and aggressive. MORE
By Sean Hawkins Providing excellent service to customers is not as hard as we make it seem. However, it takes commitment, diligence and lots of effort to do it well. In simplest form, excellent service is the result of treating customers with courtesy and respect. MORE
Call Center Weekly
MARCH 28, 2019
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.
Call Center Weekly
APRIL 15, 2019
By Stacy Sherman (MBA, CX Certified) ? This article originally appeared on Doing CX Right There’s an increasing amount of conversations about Women and Leadership, and I love it!
Call Center Weekly
MARCH 19, 2019
By Erica Marois Two years ago, after an 18-month stint as Connecticut residents, my husband and I boxed up our belongings and made the journey back down south, landing in Richmond, VA. Unlike our move to Connecticut, we hit the road with significantly fewer belongings.
Call Center Weekly
OCTOBER 9, 2018
In the contact center community, we understand the true value of a happy customer. We’ll do whatever it takes to make sure that we leave our customer satisfied. But, let’s consider this for a moment: In order to take the best care of others, we must first take the best care of ourselves.
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.
Call Center Weekly
SEPTEMBER 6, 2017
By Erica Mancuso Treating others as you would want to be treated is a practice of empathy. The golden rule is such a simple, timeless principle, and yet I’m constantly amazed at how little it’s practiced any more.
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Call Center Weekly
NOVEMBER 19, 2018
By Sean Hawkins Providing excellent service to customers is not as hard as we make it seem. However, it takes commitment, diligence and lots of effort to do it well. In simplest form, excellent service is the result of treating customers with courtesy and respect.
Call Center Weekly
APRIL 1, 2019
By Diana Aviles I feel like I often say, “One of the biggest challenges in speech analytics is.” in many of my pieces since there are so many moving parts in what we do.
Call Center Weekly
FEBRUARY 11, 2019
Ron Rhodes Without a doubt, my most perplexing and profound observation from years of leading large organizations is a behavioral complex I refer to as the psychology of disengagement. In the back office BPO and contact center business, competition for labor is heavy and aggressive.
Call Center Weekly
DECEMBER 14, 2017
By Rinku Basu Over the past few years, customer services have been taken to astonishingly new heights. Meeting expectation’ is no good anymore, surpassing expectation is the only modus operandi for existence.
Advertiser: Interactions LLC
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.
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Call Center Weekly
SEPTEMBER 25, 2018
The time for annual Customer Service Week is rapidly approaching! Are you ready? This celebration, which takes place the first week of October each year, is a week of fun, games and food – lots of food.
Call Center Weekly
SEPTEMBER 11, 2018
Consumers have the power, everyone is an influencer and consistently delivering exceptional customer experience is critical to event success. And as the B2B vs B2C playing field has leveled, buyers expect consumer centric experiences across the board.
Call Center Weekly
NOVEMBER 29, 2018
The importance of getting access management right cannot be overstated. You need to make sure that anybody accessing your systems – and the data within - is exactly who they say they are.
Call Center Weekly
OCTOBER 9, 2017
By Sean Hawkins Organizations that understand the true value of professional development, culture, innovation, and creativity, also recognize the value of continuously educating their employee base.
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.
Call Center Weekly
FEBRUARY 12, 2018
By Darcy Bevelacqua Customer Experience is Everywhere From marketing to customer service to the boardroom, it’s recognized that personalized, efficient and engaging customer experience drives customer acquisition, brand loyalty and customer lifetime value (LTV).
Call Center Weekly
JULY 24, 2017
By Celia Thomas To aid and ensure contact center agents are successful, leadership must support and values them. One key area in this development, is trust. There is an excellent quote by Steven Covey that speaks to the important of trust in leaders.
Call Center Weekly
SEPTEMBER 13, 2018
Workforce Management drives CX A biker friend of mine recommended a book to me called “Freedom” written by Sonny Barger – yes “that” Sonny Barger – a founding member and former Oakland Chapter President of the Hell’s Angels.
Call Center Weekly
OCTOBER 30, 2017
By Sean Hawkins Two of the common reasons I hear regarding a lack of agent training, are no money and no time. This answer is unacceptable simply because there are many alternative methods of training and development available.
Advertisement
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.
Call Center Weekly
NOVEMBER 1, 2018
I'm reading First, Break All The Rules: What the World's Greatest Managers Do Differently , by Don Clifton. It's so, so good! There are some really crucial lessons but the one that is on my mind the most right now is - great managers do NOT follow the golden rule.
Call Center Weekly
SEPTEMBER 17, 2018
I was recently at a business conference at a highly regarded venue. The presenter was wonderful and provided lots of strategies, techniques, and solutions for those in attendance. Participants walked away with a wealth of knowledge and takeaways ready to implement in their companies.
Call Center Weekly
NOVEMBER 26, 2018
Your former Recruiting team just took you through a PowerPoint presentation in which they proudly announced that Recruiting should hence forth be referred to as “Talent Acquisition.” Great!
Call Center Weekly
SEPTEMBER 26, 2018
If leadership is wondering if employee engagement is good and necessary for their teams, I would have to emphatically say, "yes, it is!" I have worked in the contact center environment for many years. I have had the opportunity to work for companies both large and small.
Advertisement
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.
Call Center Weekly
SEPTEMBER 12, 2018
Once upon a time, (isn’t that how they always start), a young woman took a leap, and accepted a position in a customer service role. This is a new adventure, how exciting!! The young woman had no experience in customer service, but was up for the challenge. She thought should could figure it out.
Call Center Weekly
JULY 6, 2018
In today’s business world, the desire to reach more consumers is a top priority. With global online purchasing easier to accommodate, and businesses expanding into new geographies, one can naturally expect a surge in non-English speaking customers.
Call Center Weekly
DECEMBER 14, 2018
As we enter the Christmas season, our awareness and desire to help others increases. That can be helping those in need, donating our time and/or money, or being a little more kind to others. When we are help one another, not only does it make us feel good, it is encouragement for the recipient.
Call Center Weekly
APRIL 19, 2018
By Maurice Helm I understand from experience the life of a call center representative.
Advertiser: Interactions LLC
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.
Call Center Weekly
FEBRUARY 5, 2018
By Mitch Mitchell Depending what you consider as a good leader, you'll either believe there are lots of good leaders or very few good leaders. As someone who's been ensconced in leadership for a long time I can honestly say that there's a true dearth of effective leaders in the world.
Call Center Weekly
NOVEMBER 8, 2018
By Ron Rhodes October 24, 1929 was a Thursday. The weather was partly cloudy, chilly, with a daytime high of about 49 degrees Fahrenheit, cool for that time of year. People began their day like any other, breakfast, news reports, perhaps even morning prayers.
Call Center Weekly
OCTOBER 1, 2018
culture: The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature.
Call Center Weekly
JANUARY 16, 2019
By Diana Aviles Sometimes, you just get stuck. You sit there at your desk trying to come up with every way possible a person can say something with the hope that it will help make some progress on getting your category or query to pass validation.
Advertisement
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.
Call Center Weekly
MAY 2, 2018
What factors should an organization take into consideration, when choosing a business partner? Companies have a wide range of criteria to consider when tasked with the difficult objective of choosing a business partner (provider).
Call Center Weekly
FEBRUARY 22, 2018
By Sean Hawkins I recently spoke with an agent for my insurance company, in the hopes of clearing up a misunderstanding concerning my policies. Well, things didn't go as easily as expected. For starters, I called the wrong the number.
Call Center Weekly
MAY 14, 2018
By Anonymous Log into your programs, put your headset on and turn on your phone. That first call of the day means so little to you because you take hundreds of calls a week that are exactly like the one you are about to take.
Call Center Weekly
DECEMBER 27, 2017
You have made it. 2017 is coming to an end. You have survived all the highs and lows. It was another eventful year for the recruitment sphere. Recaps and reviews must have been filling your feed and mailbox. We won’t bother you with another one. Instead, we’re going to give you a head start for 2018.
Advertisement
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.
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