March, 2020

The ROI of Contact Center Benchmarking

Transparent BPO

“If you can’t measure it, you can’t improve it.”

Guest Post: 5 Ways a Ticketing System Empowers CS Teams to Build a Delightful Experience

ShepHyken

This week we feature an article by Dwayne Charrington , a technical writer currently associated with ProProfs Help Desk. He shares the benefits of incorporating a help desk ticketing system into your business. Experience-led businesses have 1.7x higher customer retention, 1.9x return on spend, and 1.6x

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Emerging Trends Revealed in Unique CX Research

Beyond Philosophy

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. Some of the research told us what we expected to hear, but some of the revelations might surprise you.

First Call Resolution Ideas

Callminer

Solving a caller’s problems quickly can significantly improve their perception of your organization’s overall quality and competency. However, achieving the fastest possible resolution speed – over the course of a single call – can prove to be more complicated than it seems.

Use Agent Voice DNA to Improve Contact Center Hiring Results

Contact Center Pipeline

Providing a good customer service experience is more important than ever. One bad experience over the phone can lead to bad reviews, criticism on social media, and—the worst scenario—loss of business.

Remote assistance: protecting customers and employees from coronavirus

TechSee

To mitigate the impact of crises such as natural disasters, epidemics and terror attacks, leading companies are adopting innovative remote assistance methods to address the safety concerns of their employees and customers.

More Trending

How to create a customer insight strategy

Lumoa

A customer insight strategy help organizations to ensure that customer insights are used in the development of products and services on a continuous basis. Feed generated with FetchRSS

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The Catalogue of Customer Experience Metrics

GetFeedback

The most popular CX metrics catalogued by purpose and best use case. Guides

5 Tips to Manage Remote Customer Support Agents

UJET

A strong customer support team is integral to the success of any business. But a strong team doesn’t need to be in the same office to ensure success. The rise of remote work has proven that employees can be as, or more, efficient in their work outside of the office.

How Contact Centers Can Respond During a Global Crisis

Fonolo

We are living in a strange time. Almost every aspect of our lives has changed since Spanish Flu decimated the world’s population 100 years ago, but it’s at times such as these that humans typically revert to the same patterns.

4 Essential Questions to Answer for a Successful Cloud Move

Monet Software

So you’re thinking of moving to the cloud for your customer engagement solutions. According to Digital Journal, over 90% of all enterprises project to use cloud platforms to innovate and improve agility by 2021.

Jeanne Bliss: How to Get Your CEO to Care About Customer Experience

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. It's probably the number one question I get in presentations.

3 Tips for Boosting Customer Retention

inSided

Just how valuable is it to keep customers invested in your brand? We're exploring the answer to this question and some tips on improving retention in today's blog. Customer Success

Preparing the contact center for the unknown during a crisis

Tethr

There’s no getting around it, COVID-19 has already seriously impacted businesses and people alike. In the coming weeks (probably months) organizations must continue to adjust in order to maintain business operations.

The Impact of AI (Artificial Intelligence) in Customer Service

Ansafone

Technology is ever-evolving and a part of modern life.We, too, must evolve with it. No matter where you go today, AI ( artificial intelligence) is involved in our lives. From in-home devices such as Alexa and Cortona to smart refrigerators, there are marks of artificial intelligence everywhere.

Customer Service Skills That Will Make You a Better Project Manager

CSM Magazine

At first sight, it might not seem like project management has a lot to do with customer service. Being a project manager sounds more like a methodical job, where you coordinate lots of tiny moving pieces, manage tasks, research, fill in spreadsheets, strategize and write progress reports.

Becoming a Remote Worker: Four Key Lessons

ConvergeOne

Historically, I’ve worked in an office setting where I grew familiar interacting with people and co-workers face-to-face.

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7 Ways to Deliver Awesome Customer Service

C3Centricity

How can some companies get customer service so wrong?! This week I have a longer post than usual, but one that will make you smile, if not laugh out loud.

23 Service Improvement Tactics That Work (Number 4 Is My Favorite)

Steve DiGioia

Reevaluation. It’s a tried and true method to improve your customer service. But how many use this often enough to benefit from its findings? Good question.

Four Lessons From The Cult Of The Customer

ShepHyken

It’s almost here… the updated and revised edition of The Cult of the Customer. If you’re reading this article the week it’s posted, then this is a sneak preview of a few of my favorite quotes from the book.

How will COVID-19 change customer behavior and habits?

Beyond Philosophy

Just over a decade ago, just as the world was coming out of the deepest recession since the Greatest Depression, we carried out significant research across the globe with the largest container shipping company in the world.

Are Microskills the Key to Surviving the Bots?

Contact Center Pipeline

As the next decade is upon us, we should all take a minute to understand the big trends that are going to impact our contact centers. Do you have anxiety about the bots? More broadly, are you thinking about how technology will impact how business is conducted in the contact center?

Remote Call Centers: Tools, Tips & Best Practices for Remote Contact Center Managers & Agents

Callminer

Managing a call center caught up in the uncertainty of a worldwide pandemic is no small feat. However, there are a number of important guidelines and tips you can keep in mind to help ease your center’s workforce into remote working and mitigate contagion risks.

The COVID-19 field service challenge: ensuring business continuity with remote support

TechSee

Ensuring business continuity and the safety of employees and customers is top of mind for companies delivering essential services across industries such as utilities, medical technology and telecommunications.

Keep Moving Forward Through These Difficult Times

Steve DiGioia

…my thoughts on the Coronavirus and what comes next. Because of the Coronavirus, I think I should stop writing, at least for a while until the world gets back to normal. It seems like the logical thing to do.

The Employee Experience Starts with the Hiring Process

ShepHyken

Every company wants to have good employees. More importantly, they also want the right employees. There’s a difference. The smartest person in the world may not end up being a good cultural fit for a company.

Bad Customer Service Rarely Results in Profitability

Beyond Philosophy

We have all been in line or on hold for customer service , waiting for a company to get back to us. We tap our toes and roll our eyes as we wait. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. Or are they?

Top 5 Posts in March

Contact Center Pipeline

What a difference a month can make. In February, we were looking at topics like growth and development, aligning strategy and technology, and tools for delivering an exceptional customer experience. We’ve now entered the strange new reality of the COVID-19 era.

Call Center Service Levels: Calculations, Metrics, & Industry Standards

Callminer

Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. This is why managers have developed a number of techniques to quantify results and improve efficiency over the years.

Sharing Trusted Information on the COVID-19 Coronavirus

Guru

Seeking and sharing knowledge is one of our core values here at Guru, and given the anxiety and misinformation around COVID-19, we’d like to share some trusted knowledge with you, wherever you are. thought leadership

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Every Great Leader Has an Experience Book. Do You?

Steve DiGioia

The actions of leaders should focus on common-sense decisions. A good “business-sense”, extensive life experience, having a good judge of character, and the ability to see-through-the-fog towards the intended goal will help most people make the “right” call as needed – when needed.

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Guest Post: Good Customer Service Is More Than Good PR

ShepHyken

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us.

Are You Making This BIG Mistake?

Beyond Philosophy

Have you ever made a snap judgment about another person only to discover you were wrong? I have. Psychologists call this a Fundamental Attribution Error (FAE), and it can wreak havoc on your customer-driven growth. .

Contact Center Pipeline Magazine: Inside Our March 2020 Issue

Contact Center Pipeline

Welcome to the March 2020 issue of Contact Center Pipeline magazine! It is gratitude month for me at Contact Center Pipeline! Our first issue was published in March 2009. And as they say, the rest is history.