Skybridge

5 Ways COVID-19 Has Changed Call Centers Forever

Skybridge

The pandemic has driven monumental changes in how people live, how communities function, and how businesses around the globe operate. At first, most of us have seen the many demands of social distancing as unforeseen, painful, and impossible to sustain long-term. And we were right.

A Simple Roadmap for Customer Care

Skybridge

To Take Your Brand Safely Through This Crisis.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

When “Virtual” is Better:

Skybridge

A Handful of North American Call Centers Step Up to Fill the Need. In my past several posts, I’ve focused on the growing urgency among so many organizations to continue to serve their customers while most of their employees are required to self-quarantine at home.

First Things First: Learning The New Rules of Customer Service

Skybridge

In my previous post, I talked about the urgent planning responsibilities facing every customer service manager right now. That’s a lot trickier than it sounds.

ABCs of Data Normalization for B2B Marketers

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!

Planning Now for a Better, Post-COVID Call Center

Skybridge

This month, as nearly every country on earth continues to grapple with the challenges of COVID-19, many of us around the world paused, briefly, on May 9th to commemorate the 75th anniversary of VE Day, the day WWII ended in Europe.

Laresa McIntyre Earns Disruptive Leadership Certificate

Skybridge

May 7, 2020. Skybridge Americas Chief Financial Officer, Laresa McIntyre recently graduated from Stetson University’s Disruptive Leadership Certificate Program. The program prepares business leaders to make sense of the unpredictability of new business models.

5 Things Your “Temporarily Remote” Workers Want You to Know

Skybridge

As You Plan for the Next Phase. In a recent post, I talked about how leader mindsets will play a major role in how brands fare as they ramp back up to re-enter a post-COVID world.

Is this Hidden Threat Lurking in Your Customer Service Operation?

Skybridge

4 Steps to Deliver the Helpful, Professional, Reassuring CX Your Customers Need Most Right Now.

The Future of Contact Centers: Is Your COVID-19 Solution a BandAid or The New Normal?

Skybridge

Will Yours Be One of Them? You probably had a business continuity plan defined. But if you’re like most brands, your robust, carefully prepared continuity plan wasn’t built to get you through this.

Why Smoking Costs Employers More Than They Realize

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.

A Small Subset of Customer Contact Centers Will Arise From the Pandemic as Industry Leaders

Skybridge

Will Yours Be One of Them? Navigating the seemingly endless challenges of COVID-19 is forcing brand leaders to “learn how to walk fast on thin ice.”

3 Rules for Leading Remote Teams with Agility and Purpose

Skybridge

As is true for just about everyone these days, the past several weeks have been a time of rapid transitions, brainstorming, problem solving, reflections – and an unprecedented volume of video conferences. The other day, I was struck by a realization that I wanted to share.

Stop Believing These 5 Common Myths About Working From Home

Skybridge

As American employers continue grappling with how to stay open while their office doors are closed, there are 5 long-held “concerns” that I keep hearing. Problem is, while the concerns are real, the beliefs are inaccurate.

As COVID-19 Wreaks Havoc for Traditional Customer Service Platforms, A Handful of North American Call Centers Step Up to Fill the Need

Skybridge

A Handful of North American Call Centers Step Up to Fill the Need. In my past several posts, I’ve focused on the growing urgency among so many organizations to continue to serve their customers while most of their employees are required to self-quarantine at home.

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

Charting Your Re-Entry Into the Post-Pandemic Economy

Skybridge

5 Questions to Guide Your Process. Business leaders across the country continue exploring every conceivable way of adapting to the unprecedented stresses and challenges of the current coronavirus-driven economy.

5 Coaching Must-Have’s for At-Home Customer Care Agents

Skybridge

This is the fourth in our blog series on COVID-19 Rapid Response. You can find them all, starting with the first post in this series, here. In my earlier posts, I’ve put a great deal of focus on how to transition your call center agents from on-site to at-home.

COVID-19 Rapid Response: Switch To Work-At-Home 8 Critical Questions to Assess Your Technology Readiness

Skybridge

8 Critical Questions to Assess Your Technology Readiness. This is the second in our series on COVID-19 Rapid Response. You can find the first post in this series here. In my most recent post, I talked about how COVID-19 has created a new urgency among customer care leaders.

Can You Switch Your On-Site Customer Care Team To Work-At-Home During COVID-19?

Skybridge

Here’s How to Get Started. As we find ourselves in the strange, uncharted territory of the past few weeks, I’ve been struck by how very united we all are by two common goals. We want to do everything in our power to protect the health and well being of our employees and customers; and 2.

Get More Value from Contact Center Performance

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.

4 Ways to Show Your Customers You’re There and You Care

Skybridge

Are your customers struggling to come to terms with the new rules and new inconveniences of today’s (temporary) “social distancing” requirements? Are they starting to take out their frustrations on your customer care agents? It seems to be happening just about everywhere right now.

Luckier Than We Think

Skybridge

When I first started thinking about what I’d say today, on St. Patrick’s Day, I had it all planned out. I wanted to talk about how, most of the time, “good luck” seems to come easier to those who have a good plan, a good team of people, and a good attitude. That’s especially true in business.

In the Subscription Industry’s Battle for Customer Retention, Your Call Center Could Be Your Most Powerful Secret Weapon

Skybridge

Customer retention challenges are growing across every industry. In the subscription business, it has become enormous. In a recent Brightback study of subscription industry leaders, there were several key findings that reflected a growing, industry-wide urgency when it comes to customer retention.

How to Disrupt Your Competition

ShepHyken

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

The 2019 Technographic Data Report for B2B Sales Organizations

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.

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.

We’ll Be Stronger When This Is Over

ShepHyken

I see light at the end of the tunnel. While we’re not back to “business as usual,” we are starting to see business reopen and adapt to a new normal. I’ve made many observations over the past couple of months, some of which have found their way into my weekly posts.

The Peace of Mind Call

ShepHyken

My friend Stacy Sherman , head of customer experience at Schindler Elevator Corporation , is personally dedicated to “humanizing business.”. She is not only “in the trenches,” working in the customer service and experience world, she has also been recognized as a customer experience thought leader.

Don’t Let Your Customers Fall in the Expected Experiences Gap

ShepHyken

I’ve written about the concept of a “gap” a number of times over the years. Each time, the gap was different. The first time, I shared Dan Sullivan’s principle about the gap between the goal you wanted to achieve and your actual results, if you didn’t hit the goal. The difference was the gap.

The Time-Saving Power of Intent Data for Sales

By using the power of intent data, capturing buyer interest has become more feasible for sales. Not only that, but using it will save immense time during your workflow; a win-win on all fronts.

2020 Call Center Metrics: 6 Key Metrics for Your Call Center Dashboard

Callminer

Operating a growing call center operation involves logging and assessing myriad moving elements at once. It can be close to impossible to manage these critical success factors without help from specialized software.

Guest Post: Can I Ever Trust You Again?

ShepHyken

This week we feature an article by Jeremy Watkin, a Product Marketing Manager at 8×8. He shares his experiences with different companies that broke his trust as a customer, as well as ways for companies to repair customer trust.

Amazing Business Radio: Cameron Weeks

ShepHyken

Machine Learning in the Customer Experience. How to Utilize Technology to Create a Better Customer Experience. Shep Hyken interviews Cameron Weeks. They discuss strategies for improving both the employee experience and the customer experience using machine learning technology.

Put Some Fun Into Serious Business

ShepHyken

The other day I was talking to my friend and fellow customer experience (CX) expert, Dan Gingiss. He shared how he’s seen businesses take something that is either really boring or very serious—or both—and make them entertaining. He gave a great example.

How ZoomInfo Enhances Your Database Management Strategy

Forward-thinking marketing organizations have continuously invested in a database strategy for enabling marketing processes. Download this ebook to learn how to maintain a strategy that includes refreshed information, database cleanses, and an accurate analysis at the same time.

There’s Magic in Managing the Details

ShepHyken

“Detail is no detail.”. I’m not sure where I heard this first. I even did a Google search and couldn’t find it. Maybe I made it up. If I did, this is what I meant by it: details are important. They must be purposeful.