Contact Center Geek

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.

What Metallica Can Teach Us About Customer Experience

Contact Center Geek

Lessons on Customer Experience are all around us, if we just look for them. All of us, after all, are customers first. Metallica, the metal band that has been around since the 1980s, could teach us all something about Customer Experience.

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

Contact Center Predictions in Three Sizes

Contact Center Geek

This article originally appeared on 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.

The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

How to Scale Your Culture as Your Contact Center Grows

Contact Center Geek

This article originally appeared on 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.

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.

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 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.

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".

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

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.

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.

"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.

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.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Three Recruiting and Hiring Resolutions for the New Year

Contact Center Geek

This article originally appeared on 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.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

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.

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.

Rethinking Traditional Contact Center Quality Monitoring

Contact Center Geek

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

Contact Center Geek

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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.

The Health of the Contact Center: Are You Ready for 2019?

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.

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.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

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.

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


Guest Blog: How Live Chat Can Improve Conversion Rate For Your Business


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.

The Top 3 Ways to Forecast for Your Contact Center

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.

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them


From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance.

The Upfront Agreement of Future Communication


Not long ago, I wrote an article that featured Todd Hopkins, CEO of Office Pride, and his concept of core values being a decision filter. I had the chance to interview him for Amazing Business Radio and he dropped another big concept on us that’s worth bringing to our followers.

Amazing Business Radio: Mark Copeman


Habits for Success. Fostering Good Customer Service Habits to Make Your Business Stand Out. Shep Hyken interviews Mark Copeman. They discuss his new book, Helpdesk Habits , which teaches employees how to turn good customer service practices into routine habits.

Guest Blog: Digitizing the Customer Experience Without Losing the Customer


This week we feature an article by John Boccuzzi Jr. who argues that digital transformation is bringing customer experience to an entirely different level. Shep Hyken.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.