August, 2019

How to Build an Award-Winning Customer Service Strategy

Nextiva

A customer service strategy is a thorough plan to handle customer interactions. It lets you provide a consistent customer experience throughout the customer journey. Improved customer experience results in a more loyal customer base.

voip 85

Answering the Personnel Call: Four Ways Contact Centers Can Enhance Agent Recruitment and Retention

Contact Center Pipeline

While the competition for top talent intensifies across the business landscape, contact centers often feel the impact more than most. Top-performing contact centers require exceptional agents to lead a memorable and impactful customer experience while upholding their company’s brand and values.

From Checklists to Competencies: Transforming Quality in the Contact Center

Transparent BPO

Interview with Robert Gofourth, Vice President, Operations Strategy & Performance, Blue Cross Blue Shield of North Carolina Providing better customer experiences should be every contact center’s number one concern.

Customer Service May Not Be Your First Priority, and That’s Okay

ShepHyken

Tony Hsieh is the CEO of the online shoe and clothing company, Zappos. The company’s reputation for amazing customer service is almost a cliché in the customer service world. Zappos stories have become customer service legends.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

3 Things to Know Before You Talk to Your Next Challenging Customer

Myra Golden Media

More Trending

The Critical Skills that All Customer-Facing Teams Must Have

Beyond Philosophy

When I created Beyond Philosophy, I chose the name for a reason. I believe it is crucial to do more than discuss your theories about Customer Experience strategy.

The Future of the Contact Center

Contact Center Pipeline

We embarked on a fun little survey this spring to gather input on the future of the contact center. Our focus was on which technologies are expected to have the greatest impact and what that impact might be.

Under Redaction! Why Companies Can’t Seem To Get It Right When It Comes To Recorded Data

Callminer

Another day, another enterprise giant being forced to admit that sensitive customer data may have been improperly monitored or used without consent. In this latest instance, it was a case of outside contractors listening to user recordings without their knowledge.

What Can You Do To Create a Better Experience For Your Customers?

ShepHyken

If you’ve ever seen one of my speaking presentations, you’ve most likely heard my story about my favorite cab driver. It is an example of excellent customer service. It’s universal—I don’t know of anyone that hasn’t been in a taxi.

Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

How Pulling Away for 3 Hours a Week Can Actually Make You More Productive

Myra Golden Media

Every week I set aside three uninterrupted hours to work on me. In this “Strategic Block,” a term coined in the book “12 Week Year,” I don’t allow emails, calls, or meetings, and no regular business tasks. I focus solely on personal or professional development.

NEW Ways to Supercharge Contact Center FCR and AHT Performance

Call Center Coach

I’ve been amazed at some of the new ways to drive agent performance in contact centers. Common KPIs like First Contact Resolution (FCR) and Average Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very dynamic.

What Type of Relationship Do Your Customers Expect From You?

Beyond Philosophy

Imagine you are selling a used car. Now, imagine your surprise that the person who wants to buy it is your brother. How would that be different from selling your vehicle to a stranger? Would you haggle as hard? Now, to be fair, if it was my brother Neil, my answer is yes.).

Morale 307

Bet the Ranch, Bet the Brand

Contact Center Pipeline

The American Heritage Idiom Dictionary defines “to bet the ranch” as “to risk everything you have because you are certain of success.” This idiom most likely began at poker tables in saloons of the American Wild West.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Call Center Software: How to Choose the Best Software (Tips & Best Practices)

Callminer

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions.

It’s Not Where You Are. It’s Where You’re Going.

ShepHyken

Sometimes you find life lessons in unexpected places. This time it was on the golf course. Almost every Sunday throughout the summer I play golf with some great guys. One Sunday we decided to play the championship tees—meaning we hit from the furthest point away from each hole.

The Miracle Of Visualizing, Planning, And Executing Your Best Customer Experience Yet – Through Quality Monitoring

Myra Golden Media

Twelve years ago, I created a vision board. On it, I had a specific vehicle, a goal of annual family vacations, antique office furniture, a whole new backyard, including patio furniture, and a playground for my kids, and a few other coveted things. I manifested every image I tacked on my board.

How to Improve Your Customer Satisfaction Score (CSAT) Score

GetFeedback

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so — it usually can be.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

The Secret of Creating Loyal Customers

Beyond Philosophy

I have a few things that drive me crazy in the business world. In this episode of The Intuitive Customer, we are going to talk about how organizations often define loyalty, and why I think they have it all wrong. It makes me upset when I think about it.

Top 5 Posts in August

Contact Center Pipeline

Millions of students returned to the classroom in August, which is National Back to School Month in the United States. In the contact center world, learning takes place every day.

Building a CX Dashboard

CX Accelerator

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so

Winning Decisions Are Sometimes Tough Decisions

ShepHyken

I enjoy going to a baseball game. I live in St. Louis, and the fans of the St. Louis Cardinals are known throughout the sports world as being some of the best fans in all of baseball. Many fans remember Albert Pujols as one of the most skilled—not to mention beloved—members of the St.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar 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.

Reduce Machine Downtime with a Unified Visual Maintenance Strategy

TechSee

According to Aberdeen Research , 82 percent of companies have experienced unplanned machine downtime over the past three years, costing as much as $260,000 an hour.

How to Use Surveys to Land More Business Leads

GetFeedback

Listening to what your customers have to say and providing what they want is fundamental to the success of your business. Unfortunately, many companies make the mistake of deciding that they know better than their customers. How, though, can a modern business stay in touch with customers?

Do You Use the Right Measures for Your CX?

Beyond Philosophy

What gets measured gets managed. This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience strategy. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. .

How Technology Is Paving the Path to Contact Center Workplace Wellness

Contact Center Pipeline

For years, organizations have embarked on workplace wellness initiatives to help reduce healthcare costs, cut absenteeism, prevent employee burnout and keep employee productivity on point.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

41 Best Sales Podcasts Every Sales Pro Should Listen to Weekly

CrazyCall

Podcasts are a true 21st-century type of content. We’re living in such a fast-paced environment that we strive to consume information in as low-friction way as possible. And podcasts are the answer. The same goes for salespeople. Yes, you!

Sales 116

5 Top Customer Service Articles for the Week of August 19, 2019

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. Which is Your CX Priority: Satisfied Customers or Profit?

4 Lessons from AI Proof of Concept Failures in Customer Service

TechSee

Advances in Artificial Intelligence (AI) have delivered big wins for many B2C companies. AI technologies have enabled biometric identification, voice recognition, predictive analytics and, of course, chatbots.