Stafford Communications

It’s time to get your call center ready for the 2020 Holiday Season

Stafford Communications

It’s time to get your call center ready for the 2020 Holiday Season. For decades, the US retail industry has experienced two giant peaks every year—one around back-to-school shopping at the end of summer, the other centered on Black Friday, Thanksgiving, and shopping for the holidays.

New Reality – Choosing a Supplier Without a Site Visit?

Stafford Communications

New Reality – Choosing a Supplier Without a Site Visit? Over the past few months we all have worked our way through times that none of us expected and tried to adapt to a challenging new normal. After several months we are sorting out how we conduct our lives and business with COVID hanging over our heads. Any workplace that involves many people working indoors in close proximity to one another for extended periods is being rethought.

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

Protected: Welcome to Stafford

Stafford Communications

This content is password protected. To view it please enter your password below: Password: The post Protected: Welcome to Stafford appeared first on Stafford Communications Group.


How Call Center Artificial Intelligence is Transforming the Industry

Stafford Communications

How Call Center Artificial Intelligence is Transforming the Industry. Artificial intelligence (AI) is having a major impact in many industries, including call centers. While many fear that AI will soon replace live agents on the other end of the phone, nothing can substitute the human touch a live agent can provide. Rather than displacing agents, call center artificial intelligence is providing an opportunity to improve the experience for call center managers, agents, and end-customers.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Why are you measuring service levels that way?

Stafford Communications

Why are you measuring service levels that way? Last month, we looked at different approaches for evaluating consumer satisfaction. One way that consumer satisfaction finds its way into operations is the service level. When we say ‘service level’ in this context, we are referring to what is rooted in the classic call center measure: what percentage of calls is answered within a certain time period. This usually looks like “70/30,” for instance – referring to 70% answered within 30 seconds.

Preparing for A Product Recall

Stafford Communications

Preparing for A Product Recall. Consumer products companies are fully aware of the possibility that one of their products could be the target of a product recall or some other unforeseen regulatory crisis circumstance. Even with this awareness, many consumer products companies do not have a proactive crisis management strategy in place. Rather, when a crisis strikes, the mad scramble commences. Typically, a product recall requires informing the public.

Call Center Hiring: How to Hire the Right Employees

Stafford Communications

Call Center Hiring: How to Hire the Right Call Center Employees. One of the toughest challenges that call centers face is finding and retaining good employees. High agent turnover means more resources that must be spent on hiring and training, eating away at company profits. Hiring the right call center employees from the start can help you to reduce turnover and avoid such losses. Here are some call center hiring tips to help you find and hire the best reps. The Costs of Agent Loss.

The Art of Delivering Feedback

Stafford Communications

The Art Of Delivering Feedback. By: CJ Stafford , President. One of the simple truths of people management – in any industry – is that your employees require feedback. They must be told how they’re doing: what they’re doing right; what they’re doing wrong; and how they can improve. The key is delivering these messages in a way that gets your point across, doesn’t offend them, and sticks. (I I know. It would be so much easier if they just knew!)

Don’t Forget to Connect Customer Service Week with Strategy

Stafford Communications

Don’t Forget to Connect Customer Service Week with Strategy. From October 1-5, thousands of organizations around the world will recognize Customer Service Week. It’s encouraging to see companies across all types of industries make an effort to celebrate their commitment to customer satisfaction. However, many leaders are doing their organizations a disservice by not using Customer Service Week to its fullest potential as a platform for employee engagement that fosters a deeper culture of service.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Stafford Wins 2018 Communicator Distinction Award

Stafford Communications

Stafford Wins 2018 Communicator Distinction Award Doing the same old thing doesn’t get you noticed. Being different does. It’s this approach that earned us the “2018 Communicator Awards Distinction” in the business-to-consumer print advertising category. Recognized for our creative work on behalf of Atlantic NeuroSurgical Specialists. Competing for readers’ attention, we went “wild.” We used simple, eye-catching ads – marking a departure from conventional healthcare advertising.

Do You Make Your Winning Employees Feel Like #Winners?

Stafford Communications

Do You Make Your Winning Employees Feel Like #Winners? Good employees – the consistently high performers, the culture-builders, the ones who represent the future of your business – generally exist in one of two states: either they feel highly appreciated or they feel taken for granted. It really is that binary.

Stafford to add 30 jobs at its Canadian contact center.

Stafford Communications

The post Stafford to add 30 jobs at its Canadian contact center. appeared first on Stafford Communications Group.

How do we utilize our employee’s strengths?

Stafford Communications

How do we utilize our employee’s strengths? Stafford Communications Senior Account Manager Tony Yauch was one of the featured speakers at the recent Society of Consumer Affairs Professionals (SOCAP) New York/Philadelphia chapter event in Princeton, New Jersey. The “Creating Engagement Everyday” workshop featured ways of equipping customer service executives with the knowledge, skills and strategies needed to drive effective team engagement. Tony joined featured speaker Brandon Rigoni, Ph.D.,

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Return to the Basics: 5 Tips on How to be Productive, From the Mind of a Millennial

Stafford Communications

Return to the Basics: 5 Tips on How to be Productive, From the Mind of a Millennial. How to be Productive. Productivity – the art of getting things done – is the Holy Grail in business. Having worked in HR and recruiting for the past four years, I can tell you without a doubt it’s a key driver of hiring (and firing) decisions … and at or near the top of every company’s priority list for learning and development.

How to Disrupt Your Competition


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. When your customers can buy what you sell from others, that’s called competition. That also makes it a commodity.

Guest Post: How to Enhance Customer Experience Through Change


This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience.

A Boring Customer Service Experience—That’s What Our Customers Want


Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Reviews Completed on Your Phone Are More Emotional

Beyond Philosophy

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior.

Ritualizing the Customer Experience


I love hanging around smart people, and my friend Todd Hartley is one of the very smartest. He runs WireBuzz , an agency that uses videos to help their clients sell and service their customers, clients, guests, etc.

Customer Disservice


One of our loyal subscribers, Warren Danziger, shared a story about how a delivery was made to his home and placed between the screen door and the front door. The delivery person never knocked or rang the doorbell to inform him his delivery was there.

How Much Does It Cost to Give Great Customer Service?


I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

Compare Yourself to the Best


Stop comparing yourself to the competition. It’s okay to ask yourself, “What are they doing that we aren’t?” However, that can be a dangerous question. I use the word dangerous to warn you that all you are doing is “baseline thinking.” I call it that because it’s at the base.

Guest Post: Transactions Are Dead, But Customers Live On


This week we feature an article from Geoff Webb, the Vice President of Products at PROS. He explains the importance of building a solid, human relationship with your customers in the digital world. There are no transactions. Not anymore.

Does It Matter How You Refer to Your Customers?


What do you call your customers? Do you call them “customers”? Maybe you call them clients, members, guests, patients, residents… the list can go on and on. Some people say that the term “client” implies a long-term relationship.

Amazing Business Radio: Jason Dorsey


Understanding Gen Z as Customers and Employees. The Next Generation of Customer Experience. Shep Hyken interviews Jason Dorsey, leading generational researcher, speaker and author. They discuss his latest book, Zconomy , and talk about what Gen Z wants as customers from their favorite brands.

Sales 232

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Guest Post: What Will Customer Experience Post COVID-19 Look Like in Grocery Retail?


This week we feature an article from Corina Mihalache, Business Development Executive at Tokinomo. She writes about changes in the customer experience for grocery shoppers during the COVID-19 pandemic. As cliché as it may sound, for an understanding of the future, we must always look into the past.

Guest Post: Customer Experience – Can It Work With Email Marketing?


This week we feature an article from Alex Souchoroukof, a content writer at Moosend. He shares some digital marketing strategies that can help to create a more meaningful customer experience.

Customer Service Week: A Time to Celebrate Customers AND Employees


It’s my favorite time of year… the leaves change from green to gold to red, there’s a chill in the air and the holidays are right around the corner. And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year.

How to Avoid Roadblocks to Great Customer Service


What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? Is it people who aren’t properly trained or don’t have the right people skills?

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Amazing Business Radio: Geoff Webb


Understanding Customers’ Values in a Digital Age. How AI and Human Partnership Can Create a Better Customer Experience. Shep Hyken interviews Geoff Webb , the Vice President of Products at PROS.

B2C 260

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. From automation to artificial intelligence, now is an exciting time to explore all the possibilities. One of the most promising methods for improving your conversion rates is through live chat software.

Amazing Business Radio: Claire Boscq-Scott


Mystery Shop Your Customer Experience. How to Improve Your CX by Putting People First. Shep Hyken interviews Claire Boscq-Scott , Mystery Shopping and Customer Service Specialist.

B2C 240

Would You Fight to Make Your Customers Happy?


These are the kind of people—and the kind of company—you want to do business with. First, a little background. I was having a conversation with a colleague and came up with the idea that you shouldn’t have to fight with a company to get your problem resolved or for them to make you happy.

Sales 303

Need to More Effectively Manage Your Call Center?

TASKE shares how you can rewind your real-time dashboard and watch agent and time activities in the past. Download the infographic here!