July, 2020

Contact Center Industry Perspectives and Resources


CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. These articles and resources offer specific starting points we hope you’ll find helpful. We will continue to update this contact-center-centric resource as new information becomes available. We encourage you to check back often.

Differentiate Your Brand Through Proactive Customer Service

Contact Center Pipeline

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22 Customer Service Experts Reveal How Call Center Reps Should Address Complaints About Bad Customer Service


No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. In many cases, those complaints first reach the ears of a call center rep.

The Big Mistake People Make with AI

Beyond Philosophy


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!

What you need to know about internal customer service

Toister Performance Solutions

"I won't give you that report." The report tracked the percentage of successful credit card offers made by each sales rep in our contact center. The initiative was created by the marketing department, and a marketing manager controlled access to the report.

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A Boring Customer Service Experience—That’s What Our Customers Want


Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with.

Guest Post: Combine Customer Service and Customer Experience to Grow Your Business


This week we feature an article by Ashwini Dave , a digital marketing expert at Acquire. She explains the difference between customer service and customer experience and shares how implementing both into your business creates success.

6 Things Contact Center Agents Are Too Afraid to Tell Their Managers


Lots of conversations happen daily at your contact center. But do you know what’s being left unsaid? An open, communicative work environment is the key to a healthy and vibrant work culture.

The Impact of Increased Handle Times

Call Design

Written by Michel Niere. In our third instalment in the WFM and New Normal series, we talk about the impacts of increased handle times. As a lot of contact centres have quickly had to adopt work from home strategies to maintain BAU status, there have been some things to be wary of, and increased AHT is one of them.

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!

Truth in Teamwork: How cross-functional collaboration drives remote resolutions


Many enterprises struggle to deliver excellent customer care and suffer from a range of operational inefficiencies due to a lack of inter-departmental communication and cross-functional collaboration. Their agents and technicians are effectively siloed.

Improving Customer and Employee Retention: Tips and Strategies

Joe Rawlinson

The retention of customers and employees is correlated to a point. A customer that has worked with a specific client manager or staff member will have a rapport with the employee. Constant turnover can make it difficult to build that rapport that is so important in customer retention. Boosting employee retention can require quite a few changes to company policies and hiring processes. Taking a proactive approach to improving employee retention will impact customer retention directly.

Current Challenges Facing Financial Services Contact Centers


According to our research with Avaya and CatalystMR, there are two main areas contact center challenges fall within: customer support and data/technology.

How to Succeed in Leadership, Marketing, Innovation and Insight


Although I love quotes, especially about how to succeed, I love success even more. Do you? One of my favourite quotes on the topic of success comes from Winston Churchill during his address to the Harrow School (UK) during WWII in 1941.

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.

5 Strategies for CX Excellence


After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Here they are!

Would You Fight to Make Your Customers Happy?


These are the kind of people—and the kind of company—you want to do business with. First, a little background. I was having a conversation with a colleague and came up with the idea that you shouldn’t have to fight with a company to get your problem resolved or for them to make you happy.

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Why You Think You Are In Control When You Are Not

Beyond Philosophy

Mastering the Illusion of Control. Humans often feel like we have more control over things than we do.

Termination Letter Examples for Call Centers & Customer Service Pros


Terminating professional relationships can be difficult. Whether a situation calls for a company to let go of their employees, or instead, some of their customers, it can be tough to convey the appropriate tone and delivery to those affected.

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!

COVID-19 Impact: Recalibrating Human & AI Roles in the Contact Center, Part 1

Contact Center Pipeline

As the global economy gradually reopens under evolving guidance and safety protocols for companies, employees and customers, business leaders are contemplating a vastly altered vision of the future of work from just a few months ago.

To Stay at Home or To Not Stay at Home: An Invitation to a Research Study


The contact center industry has never experienced anything like the COVID-19 pandemic. The rapid shift to move agents and supervisors to their homes has demonstrated that a work-at-home (WAH) model is possible for business continuity purposes. However, we are now faced with new questions: Are you trying to decide if you should keep contact center agents at home after the COVID-19 global pandemic? Are you confused by the mixed messages you are getting about the sustainability of a WAH model?

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Five trends to adopt Post-Covid

Peter Lavers

Another Way to Amaze Your Customers – Pay Attention


I recently wrote about taking the extra step to deliver amazing service. There were three steps: pay attention, care about your customers and put forth extra effort. For this article, I want to focus on the first step—paying attention. Paying attention is more than just the first step. It may be the most important step. One of our readers, Scott Anderson, shared a story about staying at a resort in Mexico. The porter followed Scott and his wife to the room with their luggage.

The Executive's Guide to Building a Community Team

Speaker: Carrie Melissa Jones; Founder, Gather Community Consulting

Successful communities demand much more attention than most organizations predict. While organizations often launch communities with one or two key leaders and project managers, this approach rarely scales past the first few months. In a best-case scenario, it can create overwhelm for teams that scramble to keep up with relationship-nurturing, measuring their value, and creating valuable content. In a worst-case scenario, it leaves teams stretched thin and unable to create a thriving community. Community is similar to any other department in that it demands a full-time team and a knowledgeable, present community manager. In order for your community to truly thrive, you need to ensure that it's equipped with the resources necessary to succeed.

How to Enhance Your Customer’s Memory of Their Experience

Beyond Philosophy

I’m obsessed with memory. I love the subject and discussing the behavioral sciences that explain it. Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you. We discussed this concept on a recent podcast with guest Zoey Chen, assistant professor of marketing at the University of Miami School of Business. She, along with colleagues, published about the Return Trip Effect.

Are Your Pet Peeves Putting Your Job in Danger? – Tip #9

Steve DiGioia

First off, what’s a “pet peeve”? Well, according to Merriam-Websters dictionary, it’s “something that annoys or bothers a person very much” Are your pet peeves putting your job in danger? I hope not.

Caring for Customers During a Pandemic

Contact Center Pipeline

The impact of the coronavirus pandemic has been multilayered, creating widespread fear and stress over health and safety, income, finances, child care, elder care and the economy. In just a matter of weeks, lifestyles were dramatically altered, businesses shuttered and global markets tanked. Contact centers abandoned carefully structured strategies and processes in the scramble to […].

Lean On The Collective Knowledge of Your Network


In less than 90 days the world changed and customer care changed with it. Organizations, customers and staff are unsettled. Expectations are moving targets and operations are in flux. However, for many contact centers it’s now time to focus on the new path forward. Once again, your ability to navigate a constantly changing environment and overcome new challenges will determine your ability to deliver great customer service and continued success. But, don’t think you have to do it alone.

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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.

5 Low-Budget Ways to Improve Customer Experience in 2020


Providing great customer experience is vital in our modern world. A recent survey found that 66% of consumers rate experiences over price when they make a purchasing decision.

You Can’t Automate Your Customer Relationship


I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. This research came from OnePoll on behalf of DaySmart Software. They surveyed 2,000 Americans and found that in many businesses, customers are more loyal to the employee—so much so that almost half (48%) will follow their favorite employee if they leave to work at a competing business. What does that mean for you?

Re-Imagining Your Customer Experience in a Time of Change

Beyond Philosophy

Some people watch things happen, some make things happen, and some say, “what happened?” ” Some organizations out there concerning the pandemic (and maybe other things, too) are falling into that third category. In this issue, we will discuss how to avoid being one of them. There’s a silver lining in everything, even this pandemic. We discussed this subject in a recent podcast.