Call Center Weekly

Customer Service and the Golden Rule

Call Center Weekly

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. On my recent family vacation, I encountered two situations where simply putting this into practice would have resulted in entirely different outcomes. First, my family’s luggage didn’t make the connecting flight. No big deal, I understand this happens.

Technology and Digital Media Driving Consumer Experience- ‘What was’ Versus ‘What is’ of Customer Service

Call Center Weekly

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. To our advantage, with the advent of digital technologies and social media, reaching out to the consumer market and creating a positive brand experience has become less strenuous. Gone are the days when customer service was about greetings and saying nice words. It is a passé and redundant.

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5 Ways Tomorrow's Contact Center Will Deliver Value

Call Center Weekly

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. Service failures are anticipated, and recovery is automatic. Customer journeys are frictionless and fault-tolerant, because they were meticulously studied, optimized, and fortified.

Improve Your Contact Center Through Agent Training and Development

Call Center Weekly

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. These organizations are the ones that will be better positioned to adapt to the rapidly changing demands of today’s work environment. Incorporating professional development within the overall corporate strategy, with so many competing interests and tight budgets, is a challenge. But it should be done!

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Dan Fenton & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

Trust is Important in the Contact Center

Call Center Weekly

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. Without trust we don’t truly collaborate; we merely coordinate or, at best, cooperate. It is trust that transforms a group of people into a team.” Trust will not only help create a team, it will help create exceptional individuals.

5 Major Criteria To Be An Effective Leader

Call Center Weekly

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. There are leaders who've been lucky to make a lot of money, but it says more about their business acumen than their leadership capabilities.

4 Best Practices To Incorporate Wellness In Your Contact Center

Call Center Weekly

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. Do you agree with the above statement? If we’re not taking care of ourselves, how the heck are we supposed to truly care for our customers? We can give-give-give but at some point, we may burnout.

An Alternative Approach to Agent Training

Call Center Weekly

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. As I work in a small sized contact center, I am dealing with a smaller budget and fewer resources. As a result, creativity is my best friends. These approaches offer an exciting option for your staff.

Why We Need Less Leadership

Call Center Weekly

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. Even typing that feels a bit underwhelming because management conjures up thoughts of scheduling, status reports and approving PTO; however, when done right management is truly the catalyst for achieving business outcomes.

2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

Bridging the Customer Experience Perception Gap

Call Center Weekly

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. Business Leaders everywhere must first understand there is likely a huge gap between the Customer Experience they believe their company delivers and the perception of that same experience their customers have as they work with them.

Customer Service Week: A Time of Celebration

Call Center Weekly

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.

B2B Customer Experience: All Hands on Deck

Call Center Weekly

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. I've certainly had some great interactions from brands that are clearly customer obsessed.

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Amazing Service Begins With Engaged Leaders

Call Center Weekly

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. Treat them like people first, with an empathetic and sympathetic approach, and you are on the path towards success. Unfortunately, in the business world, we may lose sight of that.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Employee Engagement: Partnering With Your Call Center Staff to Develop Your Culture

Call Center Weekly

By Maurice Helm I understand from experience the life of a call center representative. Prior to moving into leadership, I started on the phones and as rewarding as that can be, there on the front-line taking ownership of issues and concerns and bringing resolution to them, without a doubt it is also a tough job.

Securing Network Access for Call Center Staff

Call Center Weekly

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. This is especially important when dealing with agents and customer service representatives who have access to vast amounts of sensitive data.

Workforce Management's Impact on Customer Service

Call Center Weekly

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. It took me about six miles, in one session, on the treadmill to read the book filled with Sonny’s rules for life. Some of the bits resonated with me – others did not.

Multilanguage Support in the Contact Center

Call Center Weekly

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. This is certainly having an impact on contact center strategies as we must determine how to provide support to these new clients. For enterprise level organizations with a global presence, the infrastructure may already be in place to address this.

The 5 Stages of Account-Based Marketing — and How to Win Them All

Successfully complete the five stages of ABM: define, identify, engage, convert, and connect. We’ll show you how to create a unified system with your sales team to help them land more qualified opportunities and connect with prospects like never before.

Customer Irritation Erodes the Experience You Deliver

Call Center Weekly

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. The food was great. The venue provided a light breakfast, delicious lunches, snacks, and a wide variety of sodas and water. One thing that was a surprise to everyone was the renovation taking place on a grand scale.

Attrition Analysis & The Psychology of Disengagement

Call Center Weekly

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. The work can be repetitive, mundane, offering considerable risk to workforce stability.

Listen to Your Heart (or your calls)

Call Center Weekly

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. Despite the fact there are some differences in approaches, we can all agree on the one thing, we consistently struggle to get our organizations to understand: you still need to listen to the calls.

Knowledgeable Agents Are Key to Great Customer Service

Call Center Weekly

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. It seems the contact number on my statement was not the correct for me to call. Mind you, it was correct, but having two policies in two different states seems to cause some internal confusion on their part. I'm used to this though.

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

5 Best Articles to Supercharge Your Recruiting Game in 2018

Call Center Weekly

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. Hint: It’s not another prediction of recruitment trends in 2018. Trends come and go. What remains are trial and error and lessons learned.

Are You Breaking Enough Rules?

Call Center Weekly

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. Because strong personal relationships are crucial for success, that typically means treating others as we want to be treated. But acting as if all employees have the same approach isn't realistic.

Employee Engagement: Now is the Time

Call Center Weekly

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. I have noticed that at the smaller companies, the employees were happier and more engaged in the work environment, than some of the larger call centers.

Empathy, and the Recipe for Chocolate Cake

Call Center Weekly

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. She could talk to anyone; how hard could this be? I mean, they are just people, right?

The Ultimate Guide to Executive Recruiting

Sourcing the right executive candidates and filling key managerial roles in an organization can be difficult, even in the best of times. Download this eBook to level up your discovery process, talent sourcing, and strategies for reaching your best-fit candidates.

"Follow the Leader", Featuring Neal Topf

Call Center Weekly

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). Here are some of the top things to keep in mind when evaluating a potential new relationship: Experience: How much experience does the partner have in the specific task? Is the task the partner’s core business or a new initiative?

The High Cost of Poor Workplace Culture

Call Center Weekly

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. The work environment of a call center rep can make this moment worthless or worthwhile and can dictate your overall career with that company. I work in a fairly large call center that has poor morale and very abysmal culture.

Contact Center and Back Office Talent Acquisition and the Knicks

Call Center Weekly

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! But renaming the Recruiting team, Talent Acquisition, is part evolution, part trend and part semantics as I observe, yet this is far from unusual.

12 Practical Steps to Achieving Customer Satisfaction

Call Center Weekly

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. For customer service professionals, helping others, is what we do throughout the year. The challenge is to do so in ways that transcend the profession of customer service. Customers are people.

How to Efficiently Transform Your Customer Service Through AI

Speaker: Rana Gujral, CEO at Behavioral Signals

Automation can enhance productivity, management of volume, and leave agents with more energy to focus on meeting customers where they are. But how, exactly? Join Rana Gujral, CEO at Behavioral Signals, to learn the best ways to apply automation most efficiently.

Why the Fuss Over Company Culture?

Call Center Weekly

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. Corporate culture is rooted in an organization's goals, strategies, structure, and approaches to labor, customers, investors, and the greater community.

What Makes A Great Leader?

Call Center Weekly

By Kathy Holdaway Good leaders make people feel that they're at the very heart of things, not at the periphery. Everyone feels that he or she makes a difference to the success of the organization. When that happens people feel centered and that gives their work meaning. Warren G. Bennis Leadership is an art and a science. It is an art because it continually evolves, changes form, and requires creativity. It is a science because there are certain essential principles and techniques required.

Customer Service Changes its Face. The Journey Will Never Be the Same.

Call Center Weekly

By Anna Sabryan We in customer service know how important our role is. Many companies compete to have the best service, and periodically innovate to catch up with ongoing changes. Customer service, at times, changes at a rapid pace. Customer service via social media used to be a very important part of online activities. However today, many intelligent assistants, or bots, can deliver many services.

"Follow the Leader" Featuring Bridget Horan

Call Center Weekly

What are your thoughts on customer experience at the executive level? Today, the customer journey is more intricate than ever, moving across multiple devices and platforms as products are researched, compared, price matched, and purchased. With every step, customer expectations are seamless, and if a brand can’t deliver, customers go elsewhere. C-Suite executives must ‘Mind the Gap’ between shifting customer expectations and leadership roles. Closing the gap starts with a unified c-suite.

The Conversational AI Journey: What to Expect from Start to Finish

Speaker: Gary Davis, SmartAction CEO

Join us for this webinar as Gary Davis, SmartAction CEO, shares insights and best practices for implementing AI virtual agents in the contact center.