Contact Center Geek

To All The Bosses I've Had Before

Contact Center Geek

Happy Boss’s Day Yesterday, October 16, was Boss’s Day. In honor of that, I’d like to thank some of the managers that helped me get where I am today. There are a great number of people that have helped me get where I am in my career.

Customer Service Appreciation Week 2019

Contact Center Geek

Happy Customer Service Appreciation Week! Although many people may not realize it, this week is being celebrated in contact centers all across the country. Although not specifically a contact center event, it has certainly become one!

The 2019 Customer Contact Central Awards Judge Spotlight

Contact Center Geek

For the second time, I am excited to be a judge for Customer Contact Central Awards. Here’s the video we did as part of their judge spotlight. The 2019 Customer Contact Central Awards Judge Spotlight from Shelley Trout on Vimeo. Permalink. people

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Matt Beckwith on the Fast Leader Show

Contact Center Geek

Matt Beckwith considered leaving his contact center job because he felt bogged down by the things he didn’t like about the job. He almost left, and then his boss asked him some very insightful questions that helped him find clarity almost instantly. link] Permalink. people

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

How to Scale Your Culture as Your Contact Center Grows

Contact Center Geek

This article originally appeared on ICMI.com. What is culture? In my mind, it is the principle that will guide employees to behave in a certain way - the operative term being, guide, not force. Culture is also the sum of all behaviors of all employees. It is intangible.

Contact Center Predictions in Three Sizes

Contact Center Geek

This article originally appeared on ICMI.com. The end of the calendar year often brings with it the inexorable look into the crystal ball. It seems everywhere you look there is someone touting that they know what the future holds.

What Comes Before "The One Number You Need To Grow"

Contact Center Geek

Guest post by Andrew Gilliam About six months ago, the survey that I've been working on for almost two years went live. It's the first step toward revitalizing our Voice of the Customer program.

How To Be An Effective Manager

Contact Center Geek

Stop me if you’ve heard this one before. A new team member joins your contact center. She is put through training and taught how to use her phone and your company CRM, how to de-escalate upset customers, and how to go through the necessary talking points on common calls.

Customer Experience – No, Not That

Contact Center Geek

Guest post from Dr. Debra Bentson We talk a lot in the Customer Experience space about how to deliver CX – I’m putting this topic on its head to share a few things about customer experience.

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

How To Stand Out As A Customer Experience Change Agent

Contact Center Geek

I am a podcast junky. I devour podcasts. Funny podcasts, serious podcasts, and, of course, podcasts centered on my passion for contact centers and improving customer experience. One of my favorite shows is Crack The Customer Code hosted by two CX rock stars: Adam Toporek and Jeannie Walters.

Frost & Sullivan Customer Contact West 2018

Contact Center Geek

This year’s Customer Contact West conference was held at the Arizona Biltmore in Phoenix. I really enjoy this event every year. It’s a smaller conference, I believe around 350 attendees, but the events and content are huge! The format of the sessions are great.

Frost & Sullivan Customer Contact West 2018

Contact Center Geek

This year’s Customer Contact West conference was held at the Arizona Biltmore in Phoenix. I really enjoy this event every year. It’s a smaller conference, I believe around 350 attendees, but the events and content are huge! The format of the sessions are great.

How to Make Performance Metrics Truly Matter

Contact Center Geek

This article originally appeared on ICMI. As contact center leaders, we are always in search of the best way to effectively manage our operations, which can simply translate to how well are we managing costs. But our job is far more than just "managing costs".

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

"Follow the Leader", Featuring Matt Beckwith

Contact Center Geek

Has working in customer service made a positive affect in your personal life? The short answer is: absolutely! I’m not sure if I was drawn to work in customer service because of my natural curiosities and interests or if working in service has created who I am today. I suspect it’s a little of both.

Fast Food Wars: The Battle of Social Service

Contact Center Geek

Before I begin, I want to tell you a love story. A story about how a man from Northern California fell in love with a chicken sandwich and those funny cows. Or at least, provide a little proof that it is not my intent to publicly shame the home of the best chicken sandwich in the nation.

Your Team Meetings Suck (But They Don't Have To)

Contact Center Geek

This article originally appeared on CallCenter Weekly. Contact centers of all shapes and sizes often have lots of similarities. One thing I have found to be true across most companies is this shocker: contact center team meetings suck!

Lean Six Sigma Tenets for the Contact Center

Contact Center Geek

Guest post by Walt Sweeny , Assistant Vice President Call Center at Provident Credit Union The wonderful thing about Contact Centers is that we get to measure everything that is important to our customers and team members.

How to Build a CX Program from the Ground Up

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

Three Recruiting and Hiring Resolutions for the New Year

Contact Center Geek

This article originally appeared on ICMI.com. Happy New Year! The new year often brings new candidates to the job market, so if you're taking advantage of that like I am, here are three tips to improve your contact center’s recruiting and hiring efforts.

Customer Survey Lessons

Contact Center Geek

I have been called a glutton for punishment because I call a contact center every day of my career. No way. The lessons I've learned calling other contact centers have proven invaluable. I wouldn’t have had the career I’ve had without the years of “competitive analysis”.

Customer Service Appreciation Week 2017

Contact Center Geek

Did you know there is an official Customer Service Week to highlight the work of customer service employees? Customer Service Week is not specifically only for contact centers but many across the country have adopted it is their own holiday.

What a Dinosaur Taught Me About User Adoption

Contact Center Geek

Throughout my career I've been part of many new technology implementations. An important element to nearly all of them has been successful user adoption.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

AHT - You're Still Doing It Wrong

Contact Center Geek

Contact center managers, you are still wrong about AHT (Average Handle Time, also known as Agents Hate This ). Maybe not all of you are, but for sure, many of you are. I know what you’re likely asking, how would you know if you’re wrong about AHT? Here’s a simple test.

Breaking the Ice Episode #42: Innovative Contact Centers & Giving Back w/ Matt Beckwith

Contact Center Geek

Permalink. people processes

Rethinking Traditional Contact Center Quality Monitoring

Contact Center Geek

Permalink. processes people

The Hexahedron of Quality

Contact Center Geek

Here's a bit of call center humor, in the spirit of Throwback Thursday. And buried in that humor is a lesson that continues to stay with me. Let me answer your first obvious question. Yes, it is acceptable to do a "Throwback Thursday" post on LinkedIn.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

The Effortless Experience - A Must Read for Contact Center Managers

Contact Center Geek

A fellow Nor Cal Contact Center Association steering committee member recently recommended the book "The Effortless Experience" by Matthew Dixon, Nick Toman and Rick DeLisi. I loved it. If you work in a call center, or provide service to customers, this is a must read.

Your Customers Are Already Texting You

Contact Center Geek

Today was day two of PesTech3.0 , a three-day conference dedicated to connecting industry leaders to discuss technology trends in pest control.

No! No! No!

Contact Center Geek

I make calls to call centers nearly every working day. On purpose. And I enjoy it! Yes, you read that correctly. I actually go out of my way to call at least one call center each working day. I have been doing this for more than 15 years and I still get crazy looks when I tell people I do it.

Customer Service Week

Contact Center Geek

As a call center manager, Customer Service Week is a lot of fun! Celebrated every year during the first full week of October, this is a chance to show my appreciation to the people that take calls and, often, get closer to our customers than anywhere else in the business.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

It's So Hard To Say Goodbye (But It Shouldn't Be)

Contact Center Geek

Here's a question to my fellow call center and customer service colleagues: have you re-evaluated your company’s cancellation procedures in light of the recent Comcast cancellation fiasco ?

Thanks For the Toilet Seat Covers

Contact Center Geek

What comes to mind when you hear the word “ management ”? Princeton defines management as “the act of managing something” and “those in charge of running a business”. When I hear the term “management” used to describe a group of unnamed people, I think of toilet seat covers. Specifically, I think of toilet seat covers in public restrooms. Sometimes the packaging reads: “Provided by the Management For Your Protection”.

How to Disrupt Your Competition

ShepHyken

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.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.