Vicki Brackett

4 Ways to Engage Your Employees – Hit Your Goals Faster and Retain Your People

Vicki Brackett

TweetIf your employees aren’t engaged in your business, it can affect your customer experience, customer loyalty and cause employee attrition. This can ultimately affecting your bottom line. Here are some Continue reading. The post 4 Ways to Engage Your Employees – Hit Your Goals Faster and Retain Your People appeared first on Vicki Brackett. Uncategorized employee engagement employee retention leadership development top performing teams

Adding a Virtual Contact Center Component to your Customer Service & Sales Strategy. Does it make Sense?

Vicki Brackett

TweetWhen I’m out in the marketplace, I hear companies either applauding the virtual/work from home contact center concept or shying away from it – some even tripping over themselves as Continue reading. The post Adding a Virtual Contact Center Component to your Customer Service & Sales Strategy. Does it make Sense? appeared first on Vicki Brackett

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Leadership Solutions for Managing Remote Employee Environments

Vicki Brackett

TweetThere is a loneliness that affects people working in a virtual / remote environment. This remote employee “Virtual Shock” happens even if the employee loves the benefits of working remotely! It takes them Continue reading. The post Leadership Solutions for Managing Remote Employee Environments appeared first on Vicki Brackett

3 Biggest Misconceptions of Work At Home Contact Centers

Vicki Brackett

Tweet In an exasperated tone, a VP said to me “How hard can this be?” We were talking about the front line Team Leader team of her contact center organization. Continue reading. The post 3 Biggest Misconceptions of Work At Home Contact Centers appeared first on Vicki Brackett. Uncategorized contact center training contact centers contract center leadership development remote/at home contact centers virtual contact centers

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!

3 Telltale Signs your Remote Employee has “Virtual Shock”

Vicki Brackett

Tweet “He did so well at first and now his stats are going downhill. I’m not sure what’s wrong.” ” This is a common statement heard in the virtual/at home contact center Continue reading. The post 3 Telltale Signs your Remote Employee has “Virtual Shock” appeared first on Vicki Brackett

Guest Post: How to Enhance Customer Experience Through Change

ShepHyken

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.

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.

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

ShepHyken

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. If you ask the CEO of a big company or the owner of a small business, I bet they would say the same. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us.

How Much Does It Cost to Give Great Customer Service?

ShepHyken

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.

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.

Does It Matter How You Refer to Your Customers?

ShepHyken

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.

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.

Amazing Business Radio: Geoff Webb

ShepHyken

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.

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During Times of Crisis, the Best Investment is CX

CCNG

The question is simple but the answer may be complex. Do your customers view you as an organization that is easy to do business with? This is at the essence of what customer experience is all about. Our ability to deliver on our brand promise and customer expectations.

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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!

When Surprise and Delight Becomes Surprise Without Delight

ShepHyken

We’ve all heard the expression surprise and delight. The intention is that we surprise our customers with better-than-expected service. The result is that they are delighted. But what happens when the intended surprise does not delight?

Guest Post: The Power of Visualizing and Sharing Customer Service Feedback Data

ShepHyken

This week we feature an article by Elliott Sprecher, a marketing communications manager at JotForm. He writes about visualizing customer feedback in order to motivate your business to succeed. There are thousands of articles about the importance of customer service to your business’s success.

Be a Professional

ShepHyken

What is a professional? Is it the opposite of an amateur? In the sports world, professional athletes are paid, while amateurs are not. In my business, the title “professional keynote speaker” implies that I’m paid to speak in front of audiences.

Outbound Call Center Tips & Best Practices

Callminer

Outbound call centers depend on skilled and well-trained agents as much as useful software to consistently meet business goals. Keeping an outbound call center operating efficiently means making the most of both the talent you have on hand and the tools you can afford to implement.

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: The Future of Customer Experience–Create an Offer People Can’t Refuse

ShepHyken

This week we feature an article by Steven Van Belleghem , author, entrepreneur and international keynote speaker. He provides tips and insight on the future of your business and your customers’ expectations. This is a turning point. The world is at a turning point. Not just because of COVID-19.

Following the Shot In

ShepHyken

Much of my life is spent traveling. Lately, I’ve been home more than usual, along with most other people in the era of COVID-19. When I am home, I play hockey three or four times a week.

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

Callminer

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.

Creating a Culture of Exceptional Service

CCNG

David Reed is a customer service process and training expert focusing on helping organizations of all types improve their customer service and process efficiency.

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The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

Amazing Business Radio: Chip Bell

ShepHyken

Getting Inside Your Customer’s Imagination. Creating a Company with the Best Customer Experience Culture. Shep Hyken interviews Chip Bell , customer service keynote speaker and bestselling author.

The Fusing of AI & Automation with Human Judgment in Call Center Success

Callminer

Businesses looking to tackle mounting challenges in the global marketplace have turned to technology in ever-increasing numbers to level the playing field. The emergence of machine learning technology has played a major role in improving organizational efficiency in a variety of ways.

Why We Think Things Are Good When They Are Bad

Beyond Philosophy

Human beings are magnificent at holding onto two contradictory beliefs in their minds. It’s a psychological phenomenon called Cognitive Dissonance, and it’s why we sometimes think that things are good when they are, in reality, bad.

Breaking Down The Challenges of Remote Training & How to Overcome Them

CCNG

Written By Trey Fischer Trey Fischer of Kat Lan Tat Services spoke to members on how to help training teams go from surviving training with the remote agents to thriving when training remote agents. The video clip of Trey’s comments comes from a recent Town Hall meeting with members of CCNG.

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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!

21 Business Analysts & Call Center Leaders Reveal the Optimal Role of the Business Analyst in Call Center Operations

Callminer

Business analysts play an integral role in any industry, but they’re especially vital in call center operations. Responsible for evaluating requirements and existing business processes, business analysts identify areas for improvement and develop and implement solutions.

Knowledge Management: Four Selection Criteria to Increase Customer Lifetime Value

Contact Center Pipeline

Knowledge management (KM) has become an important part of a contact center’s tech stack. In fact, according to Contact Center Pipeline’s 2020 contact center trends survey, of the top 20 challenges, “lack of, or bad desktop tools” (KM being one) ranked second.

5 Top Customer Service Articles For the Week of September 21, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Service Guide to Revenue Generation by Gladly. Gladly) Turn your customer service department from a cost center into a revenue generator with these radically personal customer experience strategies from this guide.

What Are You Grateful For?

ShepHyken

I depart from my typical customer service articles to write something that falls into the motivational category. I was on a Zoom meeting with some of my colleagues in the speaking profession.

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!

Guest Post: Make a Promise. Keep a Promise! You Can Drastically Improve CX by Investing in Your Agents

ShepHyken

This week we feature an article by Steve Bederman, President and CEO at NobelBiz. He points out the importance of providing a positive employee experience in order to improve the customer experience. At NobelBiz, we say,” Make a Promise, Keep a Promise!”

How to Avoid Roadblocks to Great Customer Service

ShepHyken

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? It’s easy to ask yourself these questions and self-diagnose your organization, but have you ever asked your people? That’s exactly what my friend and client, Diane Kniowski, did. Diane is president and regional general manager at Univision.

The Incomplete Answer

ShepHyken

I recently wrote about the expected experiences gap , where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with.

Engaging owners through feedback tools

Customercount

View or download the presentation by Lisa Kobek from CustomerCount® on why resorts should be focusing on owner engagement with feedback tools at this difficult time for the hospitality sector. The post Engaging owners through feedback tools appeared first on CustomerCount.

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!