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
When hiring new agents, how quickly the agent can begin making a meaningful contribution is always a concern. After training, it is not logical to assume an agent is ready to begin taking phone calls. 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 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 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 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
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
Core Values - The fundamental beliefs of a person or organization. Core Values serve as the guiding light for how everyone in your company interacts, communicates and works with each other, external customers, and the community. 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 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. 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
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
Yesterday I received a cold call from a local real estate company. Here's exactly how it went: "Hi, this is Kathryn." This is Dan from XY Real Estate. Are you looking to sell your home?" "No." No." "Are Are you sure?" "Yes." Yes." "Ok, Ok, thank you. Bye." MORE
How do you create actionable goals, from the knowledge acquired at a conference? I’ve always considered conferences to be valuable experiences that allow me to learn more about our industry, and to stay on top of trends, technology and innovation. MORE
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
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.
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
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.
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
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
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
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.
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.
Advertisement
Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.
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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
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 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
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
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
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 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
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
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
There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.
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.
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
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.
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
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
APRIL 19, 2018
By Maurice Helm I understand from experience the life of a call center representative.
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
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).
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
OCTOBER 15, 2018
Yesterday I received a cold call from a local real estate company. Here's exactly how it went: "Hi, this is Kathryn." This is Dan from XY Real Estate. Are you looking to sell your home?" "No." No." "Are Are you sure?" "Yes." Yes." "Ok, Ok, thank you. Bye."
Call Center Weekly
AUGUST 3, 2018
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.
Call Center Weekly
SEPTEMBER 19, 2018
How do you create actionable goals, from the knowledge acquired at a conference? I’ve always considered conferences to be valuable experiences that allow me to learn more about our industry, and to stay on top of trends, technology and innovation.
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.
Advertisement
Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.
Call Center Weekly
OCTOBER 5, 2018
Core Values - The fundamental beliefs of a person or organization. Core Values serve as the guiding light for how everyone in your company interacts, communicates and works with each other, external customers, and the community.
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
OCTOBER 25, 2018
When hiring new agents, how quickly the agent can begin making a meaningful contribution is always a concern. After training, it is not logical to assume an agent is ready to begin taking phone calls.
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.
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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