Expert insights. Personalized for you.
By: Andrew Gilliam Imagine what the world will be like after you've checked off every box on your customer experience to-do list. Pre-purchase anxiety no longer exists, thanks to careful messaging and word of mouth. Product issues are eliminated at their root-cause, before goods leave the factory. MORE
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 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
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 Kathryn Frankson Ok, ok so we still need leadership. But, as someone who just wrapped an Experienced Manager training I'm now convinced that we actually need more management. MORE
By Diana Aviles I’ve chatted with speech analysts from all walks of life. They speak many languages and are versed in different speech analytics solutions. 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
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
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
MAY 1, 2019
By: Andrew Gilliam Imagine what the world will be like after you've checked off every box on your customer experience to-do list. Pre-purchase anxiety no longer exists, thanks to careful messaging and word of mouth. Product issues are eliminated at their root-cause, before goods leave the factory.
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
MAY 2, 2019
By Kathryn Frankson Ok, ok so we still need leadership. But, as someone who just wrapped an Experienced Manager training I'm now convinced that we actually need more management.
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.
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Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.
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.
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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
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
OCTOBER 18, 2018
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.
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.
Advertiser: ZoomInfo
Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!
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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 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
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.
Advertisement
Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.
Call Center Weekly
APRIL 24, 2019
By Diana Aviles I’ve chatted with speech analysts from all walks of life. They speak many languages and are versed in different speech analytics solutions.
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
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
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.
Advertisement
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.
Call Center Weekly
APRIL 19, 2018
By Maurice Helm I understand from experience the life of a call center representative.
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
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
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.
Speaker: Carrie Melissa Jones, Community Consultant
Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.
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.
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
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
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!
Advertisement
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.
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.
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.
Advertiser: ZoomInfo
In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.
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.
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