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

Sales 43

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

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.

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.

Thanksgiving Week Special: A Recipe for Amazing Customer Service

ShepHyken

As we approach Thanksgiving, I can’t stop thinking about turkey and stuffing—and all the different ways to prepare them. Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” So, I’ve listed some of the essential ingredients.

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.

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!

Guest Blog: How To Improve the Customer Experience Starting Today

ShepHyken

This week we feature an article from Chelsea Lamb , co-founder and head tech writer at Business Pop. She provides multiple strategies to improve the customer experience in order to gain and retain repeat customers. It’s been said that customer service is dead.

The Mike Moment

ShepHyken

We’ve all heard the old adage: “It’s better to give than to receive.” That’s what customer service people do. They give and give and give. They help solve problems and resolve complaints.

Amazing Business Radio: Philippe Mesritz

ShepHyken

How Chatbots Can Deliver Better Customer Service. Leveraging Technology to Amaze Your Customers. Shep Hyken interviews Philippe Mesritz , Khoros ’ first VP, Customers for Life. They discuss how chatbots and other technology can help deliver a better customer experience.

CRM 181

The New Executive Position: CLO (Customer Love Officer)

ShepHyken

The word love is not used that often in the corporate or business world. It may have been Tim Sanders in his revolutionary book, Love Is the Killer App , who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers.

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.

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.

Winner! Winner! Chicken Dinner!

ShepHyken

This is a crazy idea, but hear me out. When I was a kid, we had home-cooked meals almost every night. I thought my mom was the greatest cook in the world. She could make the best chicken. As a matter of fact, she made chicken almost every night.

Ritualizing the Customer Experience

ShepHyken

Customer Disservice

ShepHyken

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.

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!

The Loyalty Question 2.0

ShepHyken

If you have been following my work, you may remember something I refer to as The Loyalty Question. It goes like this: What am I doing right now to make sure the customer comes back the next time they need whatever it is we sell? Most people think customer loyalty is about a lifetime.

5 Top Customer Service Articles For the Week of November 30, 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.

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.

Compare Yourself to the Best

ShepHyken

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.

The Executive's Guide to Building a Community Team

Speaker: Carrie Melissa Jones; Founder, Gather Community Consulting

Successful communities demand much more attention than most organizations predict. While organizations often launch communities with one or two key leaders and project managers, this approach rarely scales past the first few months. In a best-case scenario, it can create overwhelm for teams that scramble to keep up with relationship-nurturing, measuring their value, and creating valuable content. In a worst-case scenario, it leaves teams stretched thin and unable to create a thriving community. Community is similar to any other department in that it demands a full-time team and a knowledgeable, present community manager. In order for your community to truly thrive, you need to ensure that it's equipped with the resources necessary to succeed.

24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call

Callminer

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers.

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. 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.

Guest Post: How Voice Technology Can Improve Customer Service

ShepHyken

This week we feature an article from Esther Lowde, a Marketing Executive at telbee. She writes about how businesses can utilize modern voice technology to create a better experience overall for their customers. What is the best way to improve relationships with your customers?

5 Top Customer Service Articles For the Week of November 23, 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.

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.

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?

Guest Post: Ditching NPS for Real Feedback–Which is Better For Your Customer Experience?

ShepHyken

This week we feature an article from Su Kaygun Sayran , a content writer for JotForm. He writes about what specifically makes feedback effective in helping you improve your customer service. Feedback, the one thing that businesses know that they need but dread to receive it at the same time.

Guest Post: How To Collect Marketing Insights That Can Improve Customer Service

ShepHyken

This week we feature an article from Michael Magnus, a Strategic Communication lecturer and marketing consultant at Magnus Opus. He shares the process of conducting consumer research and how to implement your findings into the customer experience.

Would You Fight to Make Your Customers Happy?

ShepHyken

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 297

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!

Adaptive CX: Reducing the Impact of COVID 19 in Your Contact Center

CCNG

While the global health and economic crisis has radically altered businesses across the globe, it's also given us valuable insight into consumer habits and new adaptive customer experience strategies that are helping minimize the disruption.

CCNG 195

Amazing Business Radio: Matthew Barnett

ShepHyken

Automate the Process, Never the Relationship. The Secret to Building Amazing Company Culture. Shep Hyken interviews Matthew Barnett , the CEO and “Papa Bear” of Bonjoro. They discuss strategies for delighting your customers by delivering amazing service.

B2C 225

Amazing Business Radio: Daniel Rodriguez

ShepHyken

Eradicating Mediocrity in Customer Service. How to End “Good Enough” Customer Service. Shep Hyken interviews Daniel Rodriguez , CMO of Simplr. They discuss Simplr’s latest CX research report and strategies for collecting and utilizing customer feedback to eliminate mediocre customer service.

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.

B2C 256

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!