April, 2020

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


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. Uncertainty and anxiety have catalyzed a flood of customer questions and calls into service centers. Today’s stressed customers don’t want to wait in long queues or get stuck in automated systems that are overloaded and overwhelmed.

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. student Alicea “Allie” Lieberman from the University of California, San Diego, was a guest on our podcast recently to discuss incentives.

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


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. Feed generated with FetchRSS

Security Checklist for Remote Customer Support Agents


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 Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

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? You make a new friend, enjoy their company, and then the red flags begin appearing: She’s quick to say “I’ll call you tomorrow!” ” then never makes that call.

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Multiexperience Strategy: The New Apex of the Customer Journey


The average U.S. household currently contains 11 connected devices , and as that number grows in the coming years, driven largely by the rollout of 5G, the challenge for enterprises is twofold. On the one hand, they need to deliver the products and services consumers want in multiple formats. On the other, they have to find ways to tailor them to get the best out of each platform, without compromising on their messaging or brand values.

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? I managed a global call center during the Y2K fear, and my company spent a full twelve months contingency planning for everything that could potentially fail when the calendar flipped over to the new millennium.

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. Just in case they aren’t satisfied, they can opt for any of your competitors in the market. That pretty much sums up your story. In short, your success relies on the fact that your customers don’t leave you.

9 Effective Ways to Handle Call Spikes in a Crisis


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. Or it could be a sweeping pandemic that sends half the world’s population into quarantine.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

6 Ways to Keep Your WFH Agents Productive


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. Keeping agents motivated to do well despite the stress and distractions of new routines, processes, challenges—and life—takes effort. Here are six tips to help. Embrace the Positive.

AI is a CX sidekick, not a replacement for people


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. But what if we told you that AI is more of a helpful CX companion than an unwelcome intruder? AI isn’t the enemy. While AI will displace some CX jobs, it’s more likely to change how CX workers do their jobs.

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


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. You can use tools such as Net Promoter Score and Customer Effort Score. I could go on and on about the different ways to measure your customer’s feedback.

CCM: Automating Customer Satisfaction


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.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

6 SaaS Customer Retention Best Practices


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. It is an outcome based on an emotional reaction and connection to the performance of a supplier and the value a customer experiences through using that enterprise’s product.

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. Lorraine is demonstrating how the Endowment Effect works. We discussed the significance of the Endowment Effect in a recent podcast.

How to Support and Engage Your Remote Call Center Team


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. But the pandemic has forced a transition to remote working virtually overnight. And for many customer support departments, that has been whilst under a relentless onslaught of customer inquiries.

5 Effective Tips For Approaching Difficult Customer Conversations


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. Angry, difficult and dissatisfied customers aren’t necessarily a reflection on how well your business is run (because people are, well, people).

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Customer Retention Strategies That Work in Uncertain Times


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. A global pandemic is but one possibility here; natural disasters and other crises may pull the rug out from under your organization’s feet at any time. The question is whether your enterprise is equipped to deal with it properly when it does.

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


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

Put Some Fun Into Serious Business


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. In a legal agreement—like the agreements we accept online when we sign up for Spotify or Netflix—there is usually a lot of “fine print.” This is filled with disclaimers, indemnity clauses and more.

Business Process Outsourcing Tips & Resources


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. In this article, we discuss BPO as a flexible tool for businesses to use and many helpful tips for doing so.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

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. We discussed how these times affect our behavior on a recent podcast , and not just as customers. Some of the human behavior in this crisis is wonderfully uplifting and inspiring, and some of it is jaw-droppingly bad.

The Impact of Altruism on a Servant Leadership Culture

Contact Center Pipeline

Servant leadership is the backbone of many leadership development programs today. While the leadership philosophy is too complicated and involved to learn by glancing over an article, it is possible to identify servant leadership’s ties to altruism and how that connection can help in boosting servant leader culture. Altruism Defined Altruism is the practice of […]. Leadership altruism call center contact center culture empathy leadership leadership skills servant leadership


Victor Midgley

Back to Articles Listen to Audio Watch Video Lessons Directory Study Tools I cannot think of a more common state of emotion among people than the sense of being in a place of confinement, restriction – stuck. What I mean by “stuck”, as you all can probably relate, is a […


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. The resulting enablement and creation of mutual value builds long-lasting trust between leadership, teams and individuals ”. Trust – the relationship success factor. Do you find yourself asking: “I am a leader in this organisation but nothing prepared me for this!

Sales 100

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

There’s Magic in Managing the Details


“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. Some of the “little things” that seemingly don’t matter can actually be very important. An example of this comes right out of my recently released book, the updated and revised version of The Cult of the Customer.

25 Conflict Resolution Strategies for Customer Service


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.

Why Are People Behaving So Good & Bad, During The Pandemic

Beyond Philosophy

Understanding Human Behavior During the Pandemic, and What to Do About it. Let us begin by wishing you all our best during these unprecedented times. We hope that you and your family are all safe and sound, and novel coronavirus-free. While no one knows what to expect, we are all in this together. The pandemic has shown how uncertainty can affect human behavior.