April, 2020

CX Now: What Is Natural Language Processing (NLP) and Why Is It More Important Than Ever?

Bold360

As the COVID-19 global pandemic continues, customer experience (CX) is experiencing a double-whammy. On the customer side, there’s a higher volume of need and more urgency around getting those needs met fast.

The Impact of Incentives on Consumer Behavior

Beyond Philosophy

Organizations use lots of incentives to encourage specific behaviors. The idea is that people will change behavior because of the monetary element of incentives. However, these incentives could be doing a lot more than that, which can have beautiful or terrible effects on your customer-driven growth.

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What is voice feedback and how can you generate customer insights from it?

Lumoa

What is voice feedback? With modern technologies available today, such as speech-to-text and artificial intelligence it’s possible to automatically generate insights from calls. In this article, we'll explain what voice feedback is and how to generate customer insights from it.

Security Checklist for Remote Customer Support Agents

UJET

With more and more support agents either currently working from home or transitioning into a remote environment, a customer support organization leveraging cloud contact center software can provide laptops to remote agents or have agents access the platform through an installed application or internet browser on their own computer.

How to Build & Maintain Customer Trust During Covid-19

Experience Investigators by 360Connext

Trust is a critical part of any relationship. We build relationships when we trust the other party, and when we’ve built enough trust with them. Little moments can build or break down trust quickly. Has this ever happened to you?

12 Call Center Best Practices You Need to Be Doing Right Now

Callminer

As recent research shows, the U.S. call center industry is alive and well. According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations.

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3 Quick Tips for the Things That Will Go Wrong with Remote Workers

Myra Golden

In 1999 everybody was worried about Y2K. Will our computers boot up? Can we pay our employees? Will cars start? Do we have enough toilet paper?

The 15 Essential Customer Success Metrics & KPIs (How to Measure & Improve Them)

ProProfs Chat

Customers always have so many options in the market to choose their desired product or service. But what about the business owners? “Do Do they get the opportunity to choose as well?”. No, they obviously don’t. If anything, you have a specific target audience who finds your services relevant.

9 Effective Ways to Handle Call Spikes in a Crisis

Fonolo

At the risk of blowing our own trumpet, we’ve been hammering on about the necessity of preparing to handle call spikes for years now. No matter what you do as a contact center manager, there’s always going to be something you didn’t prepare for. It could be a freak weather event.

6 Ways to Keep Your WFH Agents Productive

Serenova

Now that your contact center agents are safely working from home, it’s time to focus on the business of managing and coaching to ensure productivity. Motivating agents and helping them stay productive is possible—and critical—during this crisis and for long-term success once it’s behind us.

AI is a CX sidekick, not a replacement for people

Tethr

If you’re a CX professional fearful of losing your job to artificial intelligence, you aren’t alone. It’s a common belief that emerging tech is coming to steal the jobs of humans—particularly those in the CX field.

How Do You Really Know If You’re Doing a Good Job?

ShepHyken

I could have titled this article “Box of Donuts Research,” but you would have no idea what that means. I’ll explain in a moment. There are plenty of ways to get feedback. You can survey customers over the phone, via email, in focus groups and more. You can get objective and subjective feedback.

CCM: Automating Customer Satisfaction

Topdown

Originally developed to help companies streamline, if not to altogether automate, transactional printing, CCM ( customer communication management ) has matured over the nearly 40 years since its inception. Today, the shift in automated communications continues from print to digital channels.

6 SaaS Customer Retention Best Practices

Totango

In customer retention, every engagement counts. There is no final effort in the days and weeks leading up to an anniversary that can overcome a poor relationship in the months prior. Rather, customer retention for SaaS enterprises is a result of the customer experience.

The Emotional Trigger That Influences Your Customers’ Minds

Beyond Philosophy

We have a mirror that has been resting against the wall in our garage for the last five years. I want to give it away, but my wife Lorraine keeps saying, “No, we’ll sell that. It’s a nice mirror.”. It is a lovely mirror. But we aren’t going to get that much for it. Still, there it sits.

How to Support and Engage Your Remote Call Center Team

Fonolo

Now, more than ever, your call center agents need your support. According to remote work strategist Laurel Farrer , it typically takes six to 12 weeks for a smooth transition from on-site to remote work — that’s under normal circumstances.

5 Effective Tips For Approaching Difficult Customer Conversations

Nicereply

Tough conversations are a part of life and in business, it’s no different. But tough customer conversations can be just that – tough. In customer service, you’re bound to come across a difficult situation or two. People have bad days, get confused, and things go wrong.

Customer Retention Strategies That Work in Uncertain Times

Totango

Change is one of the few constants in life, especially in business. Enterprises that are able to adapt to change will be able to withstand not only the small fluctuations of everyday operations, but also sudden major disruptions.

The State of CX Teams: 5 Learnings From Our Peer Survey

GetFeedback

We surveyed 180 CX professionals to dig into challenges, opportunities, and the state of CX teams. Reports

Put Some Fun Into Serious Business

ShepHyken

The other day I was talking to my friend and fellow customer experience (CX) expert, Dan Gingiss. He shared how he’s seen businesses take something that is either really boring or very serious—or both—and make them entertaining. He gave a great example.

Business Process Outsourcing Tips & Resources

Callminer

Business Process Outsourcing has come quite a long way in the last few years, allowing companies to achieve unheard of levels of sophistication in their market offerings without adding the strain of a vast assortment of new disciplines onto their internal teams.

The Impact of Altruism on a Servant Leadership Culture

Contact Center Pipeline

Servant leadership is the backbone of many leadership development programs today.

Pandemic Behavior Explained: The Good and The Bad

Beyond Philosophy

We here at Beyond Philosophy want to start by saying we hope you and your family are safe. These times are unprecedented, and no one is sure what to expect. We feel it, and we know you are feeling it, too. We are, as they say, in this together.

3 BELIEFS YOU MUST UNDERSTAND

Victor Midgley

I typically start my seminars with a quote from one of my mentors, Jim Rhone. He would ask; “who’s plan are you buying? Who’s got you talked into doing what you are doing?” Another of my most respected mentors, Bob Proctor, in his book, “You Were Born Rich” made this […

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Navigating through turbulent seas

Peter Lavers

By Mark Hollyoake and Peter Lavers. Leadership trust is driven by positive intentions that are translated, communicated and demonstrated to the people that turn them into reality.

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There’s Magic in Managing the Details

ShepHyken

“Detail is no detail.”. I’m not sure where I heard this first. I even did a Google search and couldn’t find it. Maybe I made it up. If I did, this is what I meant by it: details are important. They must be purposeful.

25 Conflict Resolution Strategies for Customer Service

Callminer

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers.

Contact Center Pipeline Magazine: Inside Our April 2020 Issue

Contact Center Pipeline

I hope our April issue finds you safe and well. You may have seen Mr. Rogers’ quote that is so applicable for our times: “When I was a boy and I would see scary things in the news, my mother would say to me, Look for the helpers. You will always find people who are […].

How Apple Uses Psychology to Develop Outstanding Experiences

Beyond Philosophy

Apple has an excellent experience. We could all learn a lot from how they approach business as usual to facilitate customer-driven growth. Why do I like Apple’s experience? Before I answer, I should have my guitar. I am just kidding. No one wants that.

I’LL BE HAPPY WHEN…

Victor Midgley

801-809-1851 Facebook-f Twitter Linkedin-in Youtube Victor Midgley Institute of PROGRESSIVE LEARNING SUBSCRIBED MEMBER HOME STUDY DASHBOARD LMS CONTACT US I’LL BE HAPPY WHEN… by Victor Midgley The topic of happiness may very well be the most written and most read topic in human history, I get it! However, I plan […]

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You’ll Never Improve if You’re Married to Your Ideas

Steve DiGioia

…why some plans fail and 4 methods for continuous improvement. You’ll Never Improve if You’re Married to Your Ideas. Throughout my hospitality career, I’ve heard countless managers say, “ That’ll be ok, it will work ” or “ Let’s do it this way, try it. What do you have to lose? ”.

Guest Post: Now is the Time to Implement Effective Ways to Gain and Retain Customer Loyalty

ShepHyken

This week we feature an article by Rakshit Hirapara , a content marketer at LoyaltyXpert. He shares different strategies businesses should implement during a world crisis in order to gain and retain customer loyalty. COVID 19 is proving to be like an earthquake.

21 Call Center Managers Share Their Favorite Call Center Leadership Activities

Callminer

The role of a call center manager is complex and challenging.

Meet Kathleen Peterson: Our April 2020 Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s AUTHOR WALL OF FAME Kathleen Peterson is Chief Vision Officer of PowerHouse Consulting, a renowned management consulting firm specializing in operationalizing the Customer Experience; our consultants are recognized experts in the design and implementation of Contact Center strategy and associated technologies.