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The advantages of taking online courses over going to a traditional, brick-and-mortar institution are many. However, another advantage of taking online courses is the fact that they help instill certain skills that are applicable in real-life situations. Read on to find out four ways in which taking online courses can prove beneficial to you in real life. Taking an online course can help sharpen your teamwork and collaboration skills in virtual settings. MORE
If you can say that title three times fast, maybe it will make more sense. Cybercrime touches just about everything these days, but it’s usually not top of the list for collaboration. It really should be, and that’s what this post is about. At the recent SCTC conference, there was a great keynote about the state of cybercrime, and I've filtered that through the lens for collaboration. MORE
Of course, we must apologize, show empathy, and be sincere, but here are 5 additional ways… Get all the facts, make sure you left nothing out. Regardless of your business, and no matter how hard you try to do the best for them, there will be situations where you have an upset customer who is dissatisfied with your product or service. Day in and day out, we must strive to provide the optimal experience for each customer interaction. But is this realistic? MORE
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Customer Experience Excellence Course. pmpro_levels] The post Customer Experience Excellence Course appeared first on ClearAction Customer Experience Consulting. Customer Experience Excellence Course Training MORE
I created a course for LinkedIn Learning focused on Building Rapport with Customers. In this course, I’ll show you how to pace customers, meaning, you’ll meet customers where they are emotionally, you’ll learn how yielding to customers helps the conversation flow, you’ll see how talking in complete sentences makes you sound friendlier, plus you’ll see how you can maintain rapport even when you have to give bad news. Date of birth? Last name? Zip code? MORE
The number of online courses has been increasing over the last years. Education institutes, including the most respectable universities, offer e-learning for an increasing share of their courses. Of course, in such case it is hard to conduct a productive remote e-learning. A teaching institute that is providing online courses should pay attention to the quality of the audio during classes. MORE
I’m so excited to kick off Customer Service Week with a free soft skills training course! Complete all modules my 30-minute course and get your certificate! MORE
From one-on-one virtual “coffees” with team members, themed dress up days wearing alumni college team colors, Kahoot type quizzes, or even sharing your favorite pet with team members during virtual calls ( of course this is the norm with CCNG member PetSmart ). MORE
Course-Correct Your Strategy Now. Consumers want choice. Contact Centers are the front-door to those choices. When thought of as Virtual Engagement Centers powered by a range of customer input options from voice and video to text, Contact Centers are vital lifelines for organizations’ digital transformation and customer engagement strategies. And, while the shift to using digital channels like SMS [.] The post Contact Centers Are Not Dead. appeared first on What’s next. This is a summary. MORE
Course-Correct Your Strategy Now. Consumers want choice. Contact Centers are the front-door to those choices. When thought of as Virtual Engagement Centers powered by a range of customer input options from voice and video to text, Contact Centers are vital lifelines for organizations’ digital transformation and customer engagement strategies. And, while the shift to using digital channels like SMS [.] The post Contact Centers Are Not Dead. appeared first on What’s next. This is a summary. MORE
Another way to please an unhappy customer it to offer a replacement (in reasonable cases, of course). The post A Quick Course of Lion Taming: How to Turn Customer Complaints into Compliments appeared first on LiveChat. In one of my previous jobs, I had a supervisor who treated every complaint as a personal disaster. Every time we were approached by an aggressive customer, he was immediately pushing the panic button, turning our call center into a pit of hell. MORE
Reflecting on what that has looked like for me over the course of the past month, I noticed some details that raised my level of concern. By now, you are in the midst of working from home and trying to define what the “new normal” looks like for you and your family. Cybersecurity Remote Working COVID-19 MORE
Are you capturing prospective customers effectively, or simply letting fate take its course, hoping to close new business using traditional approaches and metrics? How about retaining existing customers? Are your traditional methods keeping up with customer needs and changing demographics? Proactive engagement is proven to not only improve new sales closure rates but to also […]. Customer Engagement call center contact center customer engagement customer experience MORE
With any relationship, it’s important to make sure that one side isn’t putting in too much effort. This is especially the case when customer effort is a key differentiator for making or breaking a purchasing decision. Organizations can use innovative tools to track of customer effort. By using the right solution, companies can gain insight on the four dimensions that comprise customer effort: Time, Emotion, Physical and Cognitive. MORE
Davis and Associates ( [link] ) is excited to present three online courses designed to maximize the performance of supervisors, leaders at all levels, and contact center agents in the work-from-home environment. For more information on any of these courses, please contact Robert C. MORE
At The Call Center School, we create engaging e-learning courses for training contact center employees (for frontline agents, supervisor, quality assurance, and workforce management). To support the contact center community during these challenging times, we have put together a free e-learning course on remote work for contact center employees. In just 20 minutes, this course helps prepare your employees to work from home. MORE
In the spirit of “back to school” here is the “course content” to achieve the impossible. Course Description: A comprehensive overview of the. In my experience, most CX professionals are thrust into dysfunctional environments and asked to perform miracles. Best Practices Customer Experience Automation Back to School Customer Journey Environment Metrics Objectives MORE
Globitel Hits the Golf Course. On June 17th-18th, 2011, Globitel was one of the proud sponsors of the ROWVAR Cup Championship at Bisharat Golf Club, the first private golf course in the suburbs of Amman. The post Globitel Hits the Golf Course appeared first on Globitel. News Globitel Hits the Golf CourseGlobitel , the leading provider of telecom and call center solutions, has gone beyond the IT world and into the golf fields. MORE
The obvious heroes of the current crisis are, of course, the health care workers and first responders who are on the front lines caring for the sick and maintaining a brave demeanor in […]. In times of crisis, we often find heroes in the unlikeliest of places. MORE
Of course! I’ve always told my staff that I’m not perfect, I don’t know it all, and that I make mistakes. I too have a lot to learn. Is this a mindset of a weak manager? I don’t think so. Instead, the humble manager is realistic and open to suggestions. MORE
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With options like webinars and online video courses, learners can go at their own pace. Video courses have come a long way, so I’m always tapping into at least one to make sure I’m keeping up. A retailer leveraged customer online service training and required every manager and in-store employee to take the “required” service courses plus something that would help each person’s “soul soar.” Video courses are getting REAL. MORE
That's the premise behind Highbrow , a service that features more than 2,500 training courses on topics ranging from personal growth to business skills. I've recently partnered with Highbrow to launch a new course, How to Serve Upset Customers. This post is an overview of the course along with what I see are the primary benefits of the daily email format. Course Overview Serving upset customers is one of my most requested training topics. MORE
We’ve compiled a comprehensive list of the best courses out there, ranging from free online courses to pricier, on-site seminars that bring learning straight to your office. Pick the course that fits your companies time, budget, and learning needs, and you have nothing to lose. The course, Customer Service Training , “introduces the basic concepts of customer service and dives into effective customer service techniques and practices.” MORE
Jason walks you through how to sift through the treasure trove of data in your recorded customer calls, a few use cases where speech analytics is most applicable, and of course, how easy it […]. MORE
Of course not. Of course not. and donuts! I pulled into the Dunkin’ Donuts drive-thru and asked the man on the intercom if he had any glazed donuts. He said, “Sorry, we don’t have any more donuts”. WHAT? I know this was at 11 pm on a Saturday night but how can you not have any donuts? Isn’t that what you do? Isn’t that what you’re known for? Isn’t the word “donut” in your company name, on your napkins, and on all your signs? How can you not have donuts? MORE
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And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. The responses we got were pretty common sense (but of course, common sense isn’t always so common!). MORE
We discussed living abroad, his transition to a new role and of course, customer service! I caught up with Craig Stoss recently on Zoom as we both just transitioned to work from home. Customer Experience CX5 Talks MORE
Of course, technology advances now […]. Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor, and it’s up to you as a manager to cultivate a positive working atmosphere, foster a sense of ownership, and motivate your team to succeed. MORE
Learn how to make your virtual meetings productive and engaging in this short course. With Covid-19, most meetings will be virtual. Customer Experience Design MORE
You plan to create the most effective learning courses you can. With the right LMS and learning courses, you can help your customer service team develop new skills, drive brand loyalty and achieve better consumer satisfaction than ever. So, you’ve chosen an LMS for your customer service team. You want every single frontline employee to grow into a master of outstanding service. Sounds overly ambitious? Not at all. MORE
This has been a grueling year—a marathon of fear, uncertainty and constant course-corrections. Throughout it all, frontline customer service staff across industries have stepped up to help companies and brands maintain a positive, reassuring presence for their customers. MORE
How are you supposed to find social media training activities and courses that will bring everyone up to speed? The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. One option is free or paid online social media courses for your individual departments. What Is Social (a free introduction course) from Coursera. Introduction. MORE
Here's how I create scenes for my courses. The contact center set used in the video above was the same one used for my course, Phone-Based Customer Service. I originally wanted to do a scene at a movie theater snack bar for my course on Working with Upset Customers, because I had seen a customer get unreasonably angry in that setting. There are often overlapping topics between my courses, so I try to put a slightly different spin on it each time. MORE
Technology selections without strategy, requirements and criteria are like rudderless ships that roam the sea of options without docking at the right ports. Some captains may fall prey to “dog and pony” shows that focus on what “could be,” whether the “could be” is a requirement or not. Others are paralyzed by a Fear Of […]. Technology call center contact center technology project scope technology selection vendor evaluation MORE
Training your customer service team on a regular basis is the best way to ensure they keep delivering the quality experience your audience expects. HR Management for CX CX Culture MORE
You’ve spent weeks framing the course, writing the course notes, building PowerPoint slides, booking just the right venue. Now the course is over you want to know what the attendees thought of it. Would they buy another course from you? Was it any good? Do you need to re-write parts of it? Without the right […]. General MORE
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There are four attributes of empathy, and I teach each of these characteristics in my Empathy eLearning course. In this short video, taken straight from my Empathy eLearning course, I teach precisely how employees can Communicate Understanding to customers. If you like this video , take a closer look at my Customer Service eLearning courses. One of the characteristics is, communicate your understanding. MORE
Of course, as we learned in The Odyssey, journeys aren’t always a walk in the park; they can be arduous. Well, it is, according to far too many companies. There is never a guarantee that the high seas will be smooth for the entire duration. There are things that we simply cannot control. However, what about unnecessities? It seems as if some companies are unknowingly setting up roadblocks for customers to painfully plow through or take a lot of time to go around. MORE
Course Related Topics 
Robert Davis
AUGUST 11, 2020
Davis and Associates ( [link] ) is excited to present three online courses designed to maximize the performance of supervisors, leaders at all levels, and contact center agents in the work-from-home environment. For more information on any of these courses, please contact Robert C.
SoliCall
NOVEMBER 20, 2018
The number of online courses has been increasing over the last years. Education institutes, including the most respectable universities, offer e-learning for an increasing share of their courses. Of course, in such case it is hard to conduct a productive remote e-learning. A teaching institute that is providing online courses should pay attention to the quality of the audio during classes.
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Contact Center Pipeline
JUNE 21, 2017
Technology selections without strategy, requirements and criteria are like rudderless ships that roam the sea of options without docking at the right ports. Some captains may fall prey to “dog and pony” shows that focus on what “could be,” whether the “could be” is a requirement or not. Others are paralyzed by a Fear Of […]. Technology call center contact center technology project scope technology selection vendor evaluation
ClearAction
FEBRUARY 6, 2016
Customer Experience Excellence Course. pmpro_levels] The post Customer Experience Excellence Course appeared first on ClearAction Customer Experience Consulting. Customer Experience Excellence Course Training
Advertiser: ZoomInfo
Businesses are laying off workers, shutting their doors (some permanently), and struggling to react to the radical destruction that coronavirus (COVID-19) is doing to our society and communities. Most have already sustained massive damage, and we still have yet to see the scope of impact of the global pandemic that has upended the globe. Any return to normalcy may seem far-off, but sales and marketing are on the front lines of restarting the economy. When the dust settles, we have a responsibility to turn our shock and grief into fierce determination, and lead the charge of responsible, strategic, sustainable future growth. However, there’s no team better suited to lead that charge than the marketing department. Marketers are uniquely positioned to provide creative solutions to aid their organization in times of change and chart a course for navigating success.
Nuance
MAY 20, 2020
Course-Correct Your Strategy Now. Consumers want choice. Contact Centers are the front-door to those choices. When thought of as Virtual Engagement Centers powered by a range of customer input options from voice and video to text, Contact Centers are vital lifelines for organizations’ digital transformation and customer engagement strategies. And, while the shift to using digital channels like SMS [.] The post Contact Centers Are Not Dead. appeared first on What’s next. This is a summary.
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Nuance
MAY 20, 2020
Course-Correct Your Strategy Now. Consumers want choice. Contact Centers are the front-door to those choices. When thought of as Virtual Engagement Centers powered by a range of customer input options from voice and video to text, Contact Centers are vital lifelines for organizations’ digital transformation and customer engagement strategies. And, while the shift to using digital channels like SMS [.] The post Contact Centers Are Not Dead. appeared first on What’s next. This is a summary.
Toister Performance Solutions
JUNE 28, 2018
That's the premise behind Highbrow , a service that features more than 2,500 training courses on topics ranging from personal growth to business skills. I've recently partnered with Highbrow to launch a new course, How to Serve Upset Customers. This post is an overview of the course along with what I see are the primary benefits of the daily email format. Course Overview Serving upset customers is one of my most requested training topics.
PlayVox
MAY 29, 2019
You plan to create the most effective learning courses you can. With the right LMS and learning courses, you can help your customer service team develop new skills, drive brand loyalty and achieve better consumer satisfaction than ever. So, you’ve chosen an LMS for your customer service team. You want every single frontline employee to grow into a master of outstanding service. Sounds overly ambitious? Not at all.
The Call Center School
MARCH 26, 2020
At The Call Center School, we create engaging e-learning courses for training contact center employees (for frontline agents, supervisor, quality assurance, and workforce management). To support the contact center community during these challenging times, we have put together a free e-learning course on remote work for contact center employees. In just 20 minutes, this course helps prepare your employees to work from home.
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can easily make mid-course adjustments when new information. If Artificial Intelligence (AI) for the overall business is a red hot. topic in C-suites, AI for customer engagement is white hot. wonder professionals, who had removed AI from their resumes, are. scrambling to add it back in!
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PlayVox
MAY 7, 2019
Training your customer service team on a regular basis is the best way to ensure they keep delivering the quality experience your audience expects. HR Management for CX CX Culture
CSM Magazine
JUNE 7, 2019
The advantages of taking online courses over going to a traditional, brick-and-mortar institution are many. However, another advantage of taking online courses is the fact that they help instill certain skills that are applicable in real-life situations. Read on to find out four ways in which taking online courses can prove beneficial to you in real life. Taking an online course can help sharpen your teamwork and collaboration skills in virtual settings.
Globitel
JUNE 18, 2011
Globitel Hits the Golf Course. On June 17th-18th, 2011, Globitel was one of the proud sponsors of the ROWVAR Cup Championship at Bisharat Golf Club, the first private golf course in the suburbs of Amman. The post Globitel Hits the Golf Course appeared first on Globitel. News Globitel Hits the Golf CourseGlobitel , the leading provider of telecom and call center solutions, has gone beyond the IT world and into the golf fields.
Myra Golden
DECEMBER 9, 2019
I created a course for LinkedIn Learning focused on Building Rapport with Customers. In this course, I’ll show you how to pace customers, meaning, you’ll meet customers where they are emotionally, you’ll learn how yielding to customers helps the conversation flow, you’ll see how talking in complete sentences makes you sound friendlier, plus you’ll see how you can maintain rapport even when you have to give bad news. Date of birth? Last name? Zip code?
iQor
SEPTEMBER 27, 2018
Multi-tiered program offers groundbreaking digital experience training certification. Operational Analytics Blog HR
Jon Arnold
OCTOBER 9, 2018
If you can say that title three times fast, maybe it will make more sense. Cybercrime touches just about everything these days, but it’s usually not top of the list for collaboration. It really should be, and that’s what this post is about. At the recent SCTC conference, there was a great keynote about the state of cybercrime, and I've filtered that through the lens for collaboration.
Comm100
NOVEMBER 3, 2017
How are you supposed to find social media training activities and courses that will bring everyone up to speed? The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. One option is free or paid online social media courses for your individual departments. What Is Social (a free introduction course) from Coursera. Introduction.
Comm100
JUNE 30, 2016
We’ve compiled a comprehensive list of the best courses out there, ranging from free online courses to pricier, on-site seminars that bring learning straight to your office. Pick the course that fits your companies time, budget, and learning needs, and you have nothing to lose. The course, Customer Service Training , “introduces the basic concepts of customer service and dives into effective customer service techniques and practices.”
Amity
FEBRUARY 23, 2016
Of course, as we learned in The Odyssey, journeys aren’t always a walk in the park; they can be arduous. Well, it is, according to far too many companies. There is never a guarantee that the high seas will be smooth for the entire duration. There are things that we simply cannot control. However, what about unnecessities? It seems as if some companies are unknowingly setting up roadblocks for customers to painfully plow through or take a lot of time to go around.
LiveChat
APRIL 5, 2016
Another way to please an unhappy customer it to offer a replacement (in reasonable cases, of course). The post A Quick Course of Lion Taming: How to Turn Customer Complaints into Compliments appeared first on LiveChat. In one of my previous jobs, I had a supervisor who treated every complaint as a personal disaster. Every time we were approached by an aggressive customer, he was immediately pushing the panic button, turning our call center into a pit of hell.
Experience Investigators by 360Connext
FEBRUARY 12, 2018
With options like webinars and online video courses, learners can go at their own pace. Video courses have come a long way, so I’m always tapping into at least one to make sure I’m keeping up. A retailer leveraged customer online service training and required every manager and in-store employee to take the “required” service courses plus something that would help each person’s “soul soar.” Video courses are getting REAL.
Customer Interactions
JULY 7, 2015
With any relationship, it’s important to make sure that one side isn’t putting in too much effort. This is especially the case when customer effort is a key differentiator for making or breaking a purchasing decision. Organizations can use innovative tools to track of customer effort. By using the right solution, companies can gain insight on the four dimensions that comprise customer effort: Time, Emotion, Physical and Cognitive.
Myra Golden
DECEMBER 3, 2017
There are four attributes of empathy, and I teach each of these characteristics in my Empathy eLearning course. In this short video, taken straight from my Empathy eLearning course, I teach precisely how employees can Communicate Understanding to customers. If you like this video , take a closer look at my Customer Service eLearning courses. One of the characteristics is, communicate your understanding.
Contact Center Pipeline
OCTOBER 5, 2020
This has been a grueling year—a marathon of fear, uncertainty and constant course-corrections. Throughout it all, frontline customer service staff across industries have stepped up to help companies and brands maintain a positive, reassuring presence for their customers.
Myra Golden
OCTOBER 5, 2020
I’m so excited to kick off Customer Service Week with a free soft skills training course! Complete all modules my 30-minute course and get your certificate!
Contact Center Pipeline
AUGUST 12, 2020
The obvious heroes of the current crisis are, of course, the health care workers and first responders who are on the front lines caring for the sick and maintaining a brave demeanor in […]. In times of crisis, we often find heroes in the unlikeliest of places.
CCNG
SEPTEMBER 29, 2020
From one-on-one virtual “coffees” with team members, themed dress up days wearing alumni college team colors, Kahoot type quizzes, or even sharing your favorite pet with team members during virtual calls ( of course this is the norm with CCNG member PetSmart ).
Myra Golden
MARCH 19, 2020
Learn how to make your virtual meetings productive and engaging in this short course. With Covid-19, most meetings will be virtual. Customer Experience Design
Steve DiGioia
SEPTEMBER 10, 2020
Of course! I’ve always told my staff that I’m not perfect, I don’t know it all, and that I make mistakes. I too have a lot to learn. Is this a mindset of a weak manager? I don’t think so. Instead, the humble manager is realistic and open to suggestions.
ShepHyken
SEPTEMBER 30, 2020
And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. The responses we got were pretty common sense (but of course, common sense isn’t always so common!).
Genroe
NOVEMBER 27, 2016
You’ve spent weeks framing the course, writing the course notes, building PowerPoint slides, booking just the right venue. Now the course is over you want to know what the attendees thought of it. Would they buy another course from you? Was it any good? Do you need to re-write parts of it? Without the right […]. General
Andrew Mcfarland
AUGUST 22, 2017
In the spirit of “back to school” here is the “course content” to achieve the impossible. Course Description: A comprehensive overview of the. In my experience, most CX professionals are thrust into dysfunctional environments and asked to perform miracles. Best Practices Customer Experience Automation Back to School Customer Journey Environment Metrics Objectives
LiveVox
AUGUST 3, 2020
Jason walks you through how to sift through the treasure trove of data in your recorded customer calls, a few use cases where speech analytics is most applicable, and of course, how easy it […].
ConvergeOne
MAY 12, 2020
Reflecting on what that has looked like for me over the course of the past month, I noticed some details that raised my level of concern. By now, you are in the midst of working from home and trying to define what the “new normal” looks like for you and your family. Cybersecurity Remote Working COVID-19
Steve DiGioia
JUNE 25, 2020
Of course, we must apologize, show empathy, and be sincere, but here are 5 additional ways… Get all the facts, make sure you left nothing out. Regardless of your business, and no matter how hard you try to do the best for them, there will be situations where you have an upset customer who is dissatisfied with your product or service. Day in and day out, we must strive to provide the optimal experience for each customer interaction. But is this realistic?
Callminer
MARCH 20, 2017
Of course, technology advances now […]. Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor, and it’s up to you as a manager to cultivate a positive working atmosphere, foster a sense of ownership, and motivate your team to succeed.
Unymira
MAY 12, 2020
We discussed living abroad, his transition to a new role and of course, customer service! I caught up with Craig Stoss recently on Zoom as we both just transitioned to work from home. Customer Experience CX5 Talks
Steve DiGioia
AUGUST 12, 2019
Of course not. Of course not. and donuts! I pulled into the Dunkin’ Donuts drive-thru and asked the man on the intercom if he had any glazed donuts. He said, “Sorry, we don’t have any more donuts”. WHAT? I know this was at 11 pm on a Saturday night but how can you not have any donuts? Isn’t that what you do? Isn’t that what you’re known for? Isn’t the word “donut” in your company name, on your napkins, and on all your signs? How can you not have donuts?
Contact Center Pipeline
SEPTEMBER 7, 2017
Are you capturing prospective customers effectively, or simply letting fate take its course, hoping to close new business using traditional approaches and metrics? How about retaining existing customers? Are your traditional methods keeping up with customer needs and changing demographics? Proactive engagement is proven to not only improve new sales closure rates but to also […]. Customer Engagement call center contact center customer engagement customer experience
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