Tue.Mar 24, 2020

4 Reasons Hierarchy Can Help CSMs and Their Customers


4 Reasons Hierarchy Can Help Customer Success Managers and Their Customers. This is a guest blog post by Polly Goss, Director of Partner Success at Stellic. . Hierarchy and injustice can often be seen to go hand in hand. Even the word hierarchy can instantly make people feel uncomfortable, turned-off, or even angry. People that constantly pull rank can be the killer of creativity and innovation, and make any work environment toxic.

Call Center Preparation for the Coronavirus

Contact Center Pipeline

Call centers are a hub of germs! Reps sit close together in pods, they sometimes share headsets with their supervisors, they are stuck inside without fresh air every day, and they share bathrooms and breakrooms. If someone in your call center gets the coronavirus, it could spread quickly. Having your call center quarantined can result […]. Crisis Management call center cloud-based dialer contact center COVID-19 crisis management remote work

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Six Customer Satisfaction Lessons from the Coronavirus


Whatever you want to call it, we’re all “in it” right now and struggling to find a new normal for our daily lives. As far as our work life is concerned, companies around the globe have been working tirelessly to handle the demand, both from a customer side and an employee side. Although the examples represented below are not of a life-altering or threatening nature, they are used illustratively to provide guidelines on how we should be behaving with our customers during this uncertain time.

Amazing Business Radio: Mathew Sweezey


Marketing and the Customer Experience. How to Craft Your Marketing and Experience for Today’s Customer. Shep Hyken interviews Mathew Sweezey. They discuss his new book, The Context Marketing Revolution: How to Motivate Buyers in the Age of Infinite Media , in addition to strategies for contextualizing marketing and how it affects the customer experience. Top Takeaways: Studies have shown that high-performing companies that enjoy consistent growth are those that focus on crafting experiences.

A New Segmentation Model for Customer Onboarding

In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

You can expect a rise in customer frustration and significant increases in escalations to supervisors right now. Here's help.

Myra Golden Media

My roller bag is stowed away like winter sweaters. But the work continues. This week I’ve been working remotely to help my clients redirect intense interactions, regain control, and restore customer confidence in these uncertain times. Today I’m sharing with you the guidance I’m giving my clients right now, in these intense times with customers. You can expect a rise in customer frustration and significant increases in escalations to supervisors.

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Imagine your next phone call is from an angry Customer. Are you 100% confident you can handle it?

Myra Golden Media

Imagine your next phone call is from an angry, irate customer who is frustrated (like all of us) about the pandemic and takes things out on you. Are you 100% confident you can handle it? If not, I’ve got the perfect program for you. Step into this course and learn how to create positive conversations with challenging customers. . Customer Experience Design

Managing B2B Customer Lifecycle Stages


Keeping pace with your customer’s evolving needs and experiences throughout their journey is essential to remaining a part of their plans. The most effective way to follow this progress is to break down the journey into modular B2B customer lifecycle stages. This breakdown helps turn the sprawl of an ongoing customer relationship into a series of clearly defined stages that ensure every action you undertake is aligned with generating customer value.

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How To Direct Your Customers During the Coronavirus Pandemic


Famed psychologist, Abraham Maslow, outlined the five-tier model of human needs: physiological, safety, love and belonging, esteem, and self-actualization. Only when a person's lower-level needs are met can one move up the continuum of human potential. You may have been operating from an evolved state, an altruistic state even, before the coronavirus pandemic. Read More. Jacada Blog

How working remotely has allowed me invaluable time with my son


“I’m on break, it’s my turn to hold him!” This is just one statement many fathers don’t get to say to their significant other as they usually do not have home based job


A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

Who benefits from an AI-powered knowledge base?


In my previous blog , I took you through the key characteristics of a true AI-powered knowledge base.

Call Center Showdown: Artificial Intelligence or Live Agents?


Watch enough science fiction movies or read the latest news, and you’d think robots – namely, machines using artificial intelligence (AI) – are ready to take over the world…including customer service platforms like the call center. But the seemingly inevitable handover of customer service tasks from humans to AI-powered data centers isn’t all it’s cracked up to be. To paraphrase Bart Simpson: “I, for one, welcome our new AI overlords – but not yet!”.

Building a Tech Stack to Equip Your Newly Remote Team


Our “new normal” doesn’t feel very “normal.” While teams across the globe are transitioning to the #WFH life, it’s more critical than ever that we're equipped with the tools that we need to do our jobs — wherever we're working


Keep Your Business Afloat: How to Launch and Promote a Gift Card Program During COVID-19 Slump


Around the country, small businesses are faced with the incredibly challenging decision of whether or not to remain open. Fivestars data shows a 70% decrease in foot traffic across our network of 14,000 businesses, as many U.S. states have begun mandating that “non-essential” businesses stay closed. As small business owners reconsider their business models during […].

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Sharing my Latest Podcast - Future of Work Expo Review

Jon Arnold

In every way imaginable, things are off-schedule these days, but in time, it all gets done. For this month, I’m about a week or so behind in getting this post out. Regular followers will know that my Watch This Space podcast is exclusive to newsletter subscribers for a couple of weeks, and then I share it publicly on my website. Some topics are more timely than others, but the content is usually pretty relevant once my podcasts are shared.


Boost Employee Retention Through Engagement and Satisfaction Surveys


Use employee engagement and satisfaction surveys to listen to your crew, so you can learn what they need to stay excited to be on your team for years to come. Employee retention should be at the forefront of every manager’s mind. After all, in a recent survey of over 500 companies, 71% of managers reported a high correlation between employee engagement and organizational success.

How to Use LinkedIn Sales Navigator to Build Better Lead Lists


You already know that good lead lists are the key to successful sales. In the B2B world, finding, learning about, and contacting the best possible leads is crucial to success. Running B2B outbound sales can be tough — your audience is likely used to receiving unwelcome cold emails and being inundated with pitches. LinkedIn Sales […]. The post How to Use LinkedIn Sales Navigator to Build Better Lead Lists appeared first on Genroe. B2B Marketing Lead Generation

Ten Tips for Optimizing a Remote Agent Workforce


Ten Tips for Optimizing a Remote Agent Workforce For obvious reasons (which we need not go into here), the ability to manage, motivate, and optimize a remote, dispersed workforce has never been more critical for today’s contact center leaders.? While working from home has become steadily more normal for employees worldwide, no one was expecting. The post Ten Tips for Optimizing a Remote Agent Workforce appeared first on Livevox.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

4 Keys to Successful Customer Communication in the Coronavirus Era


The coronavirus pandemic has done more than upended how brands communicate with customers—it has completely changed the lives of customers across the globe. The sudden influx of physical distancing, the (hopefully temporary) shuttering of businesses, and general unease about the virus have all reshaped how customers interact with brands virtually overnight. On top of all of that, it’ll be at least a few months before any sort of normalcy is restored.

Five Major Benefits of Using a Case Management System

Wowdesk Blog

Is your business lacking in good customer service? If yes, then here’s an important fact for you – It is estimated that customer service would be considered as a key brand differentiator by 2020. . Imagine if dissatisfied customers start calling out your brand in open, how will it impact your business? You would never like to ruin your brand image. Negative reviews and lambasting feedback have created a problem for business.

Fundamentals of Managing Remote Call Center Agents


There has been a shift towards the remote working model in the past couple of years. This change has been possible due to advancements in digital technology and to some extent due to the cultural shift as well. Thanks to the cloud contact center technology, the agents who were earlier tied to their desks attending … Fundamentals of Managing Remote Call Center Agents Read More » The post Fundamentals of Managing Remote Call Center Agents appeared first on Ameyo.

Scaling Growth by Leveraging Customer Marketing


Vincent Manlapaz, in an interview with Jeanne Hopkins, talks about why it is necessary to build a brand experience based on the individual needs and why CSMs must enable the right outcomes to the different persona they're working with. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

How working remotely has allowed me invaluable time with my son


"I'm on break, it's my turn to hold him!" This is just one statement many fathers don't get to say to their significant other as they usually do not have home based job. The first set of stressors that come with being a new parent is the concern of scheduling, finances, and returning to work. Work From Home workfromhome

Warning: Call Centers Need to Go Remote Immediately


Why are call centers still working in offices? There are complex reasons there but here's why they need to make the switch to remote as soon as possible! We took a look at how and why executives are putting off making the ultimate decision to work from home. The post Warning: Call Centers Need to Go Remote Immediately appeared first on NobelBiz®. Blog News

Language I/O Earns ISO 27001:2013 Certification Further Enhancing Data Protection Measures

Language I/O


Tips For Working Remotely: Use Services That Support You


Of all the tips for working remotely we can offer, perhaps the most important is this: Use tools and services that provide your business with solid footing. VirtualPBX has been a remote-first company for more than a decade. Our team has worked from all corners of the U.S., and continues to thrive in that distributed environment, even under the strain of the coronavirus outbreak that has upended all aspects of life.

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3 Reasons to Prioritize On-Demand Customer Training

On-demand training is a powerful tool you can leverage to support new customer onboarding and ongoing education through the customer lifecycle. In this eBook, we’ll delve into the 3 key benefits of on-demand training for your customer onboarding process.