September, 2020

Preventing Contact Center Agent Burnout

Contact Center Pipeline

Employees everywhere are struggling with severe increases in stress and anxiety brought on by the coronavirus pandemic.

The Fusing of AI & Automation with Human Judgment in Call Center Success

Callminer

Businesses looking to tackle mounting challenges in the global marketplace have turned to technology in ever-increasing numbers to level the playing field. The emergence of machine learning technology has played a major role in improving organizational efficiency in a variety of ways.

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Customer Experience: What B2B Can Learn from B2C

Marley Wagner

B2C 130

How Much Does It Cost to Give Great Customer Service?

ShepHyken

I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience.

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!

Why We Think Things Are Good When They Are Bad

Beyond Philosophy

Human beings are magnificent at holding onto two contradictory beliefs in their minds. It’s a psychological phenomenon called Cognitive Dissonance, and it’s why we sometimes think that things are good when they are, in reality, bad.

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Analytics-Infused Training: How to Nurture Agent Growth and Customer Happiness

Contact Center Pipeline

Contact centers are complex and unique businesses. Some are five agents strong while others employ thousands. And while each contact center has its own business strategy and objectives, one common goal spans the industry: keeping customers happy.

Outbound Call Center Tips & Best Practices

Callminer

Outbound call centers depend on skilled and well-trained agents as much as useful software to consistently meet business goals. Keeping an outbound call center operating efficiently means making the most of both the talent you have on hand and the tools you can afford to implement.

Empathy Now Leads to Loyalty Later

Marley Wagner

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Does It Matter How You Refer to Your Customers?

ShepHyken

What do you call your customers? Do you call them “customers”? Maybe you call them clients, members, guests, patients, residents… the list can go on and on. Some people say that the term “client” implies a long-term relationship.

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!

Aesthetics: Why this is a vital part of your experience today

Beyond Philosophy

I have the box my iPhone came in. So do many of you, I would guess. Many people keep their iPhone boxes. We keep them for various reasons, and most of them boil down to because we like how they look.

Acceptance and Fun - Keys for Supporting Your Virtual Team

CCNG

So how are customer support operations adjusting to the new virtual work environment over inhouse work environment? CCNG members have shared ideas on how they engage and work with remote agents keeping things fun and engaging.

CCNG 195

Contact Center Pipeline Magazine: Inside Our September 2020 Issue

Contact Center Pipeline

I think Greek philosopher Plato said it correctly: Necessity is the mother of invention. Just a few months ago, many contact centers had not fully embraced work-from-home, work-from-anywhere policies.

21 Business Analysts & Call Center Leaders Reveal the Optimal Role of the Business Analyst in Call Center Operations

Callminer

Business analysts play an integral role in any industry, but they’re especially vital in call center operations. Responsible for evaluating requirements and existing business processes, business analysts identify areas for improvement and develop and implement solutions.

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.

Boosting Field Service Efficiency with Augmented Reality

TechSee

Field service organizations in 2020 are challenged to continue providing the service excellence their customers expect while minimizing human contact.

Amazing Business Radio: Geoff Webb

ShepHyken

Understanding Customers’ Values in a Digital Age. How AI and Human Partnership Can Create a Better Customer Experience. Shep Hyken interviews Geoff Webb , the Vice President of Products at PROS.

B2C 260

Why What We Believe Is Sometimes Just Wrong!

Beyond Philosophy

Why What We Believe Is Sometimes Just Wrong! Many sports fans will tell you their team is the best. However, only one of the sports teams wins the championship and is definitively the best.

During Times of Crisis, the Best Investment is CX

CCNG

The question is simple but the answer may be complex. Do your customers view you as an organization that is easy to do business with? This is at the essence of what customer experience is all about. Our ability to deliver on our brand promise and customer expectations.

CCNG 195

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!

Changes in Contact Center latitudes, Changes in AI Attitudes

Contact Center Pipeline

In 1977, singer-songwriter Jimmy Buffet released his seventh studio album, entitled Changes in Latitudes, Changes in Attitudes. The album, which featured a song by the same name, was well-received among critics in addition to being transitional for Buffet’s career in many ways.

Gone Virtual: Recap of the CETX Conference

Callminer

After months of organizing, and re-organizing, we’re proud to say that our first virtual Customer Engagement Transformation Exchange (CETX) was a success! With over a thousand registrants, our inaugural CETX and very first digital conference also marked one of our largest events to date.

Customer Service Fact #1 – Tip #17

Steve DiGioia

There are many “facts” in business and countless quotes and statistics are tallied-up each year. Two staple examples are “The customer is always right” and “It’s more expensive to acquire a new customer than to keep an existing one”. These are certainly true.

When Surprise and Delight Becomes Surprise Without Delight

ShepHyken

We’ve all heard the expression surprise and delight. The intention is that we surprise our customers with better-than-expected service. The result is that they are delighted. But what happens when the intended surprise does not delight?

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.

What is Customer Science? Is this the next wave of change?

Beyond Philosophy

I heard a new term that I think has the capability of being the next wave of change in business today. Customer Science. ‘ Customer Science’ is the fusion between technology, behavioral science and data.

Creating a Culture of Exceptional Service

CCNG

David Reed is a customer service process and training expert focusing on helping organizations of all types improve their customer service and process efficiency.

CCNG 195

Top 5 Posts in September

Contact Center Pipeline

The round-up of most-read blog posts in September offer telling clues about what’s top-of-mind for contact center leaders these days. At the No.

Call center cost reduction strategies

TechSee

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity.

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.

This Is Why You Can’t Fill That Position

Steve DiGioia

You have a “hard to fill” open position at your job. Even after interviewing candidate after candidate, the spot has been vacant for over 6 months and you wonder if they’ll ever find someone.

Customer Service Week: A Time to Celebrate Customers AND Employees

ShepHyken

It’s my favorite time of year… the leaves change from green to gold to red, there’s a chill in the air and the holidays are right around the corner. And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year.

Aesthetics: Why This is A Vital Part of Your Experience

Beyond Philosophy

Do you still have the box your phone came in? Chances are if you own an iPhone, you probably do. It turns out, we like the look of Apple products’ boxes so much, many of us can’t bear to throw them out.