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.

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.

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.

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.

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!

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.

Ritualizing the Customer Experience

ShepHyken

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.

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.

Amazing Business Radio: Jason Dorsey

ShepHyken

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.

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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.

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

ShepHyken

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.

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

ShepHyken

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.

Customer Service Week: A Time to Celebrate Customers AND Employees

ShepHyken

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

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?

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!

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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Amazing Business Radio: Claire Boscq-Scott

ShepHyken

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.

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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.

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.

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Conversations by Vanilla Forums

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.

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?

Shifting to the New Hybrid Work for Contact Centers

CCNG

What will contact center work environments look like in the coming months? Remote workers, in-office workers, a combination?

5 Top Customer Service Articles For the Week of October 19, 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. What Is Voice of the Customer and What Does it Mean for Customer Experience? by Scott Clark.

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.

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.

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.

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

ShepHyken

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.

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.

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.

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!

The Big Mistake People Make with AI

Beyond Philosophy

Artificial intelligence (AI) has been around for decades and mostly used in a science-fiction context. As a result, many people are either terrified of it or assume it is as inexplicable as magic.

Working Remotely: Confessions of a virtual leader

CCNG

While working remotely, I have been in online meetings where people are missing because they failed to take time zone differences into account. I have attended 5:00 AM meetings during which leaders sheepishly admitted they forgot the time differences.

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Four Ways to Show Appreciation to Frontline Staff Beyond Customer Service Week

Contact Center Pipeline

Why should you go out of your way to show your appreciation to employees beyond Customer Service Week?

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.

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!