September, 2020

Preventing Contact Center Agent Burnout

Contact Center Pipeline

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

Callminer

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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.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

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.

InformaTech

InformaTech

More Trending

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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141

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.

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!

5 New Rules Guaranteed to Build Trust

Beyond Philosophy

Building trust with customers is vital. While most people agree that this is true, we don’t always do what it takes to build trust. Today, I have five new rules that are guaranteed to build trust. .

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.

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!

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.

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 256

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 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.

Changes in Contact Center latitudes, Changes in AI Attitudes

Contact Center Pipeline

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?

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!

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.

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.

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.

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.

What Do They Think of Me? – Tip #16

Steve DiGioia

Our actions, mannerisms, speech, style of dress, and a host of other characteristics are being judged by those around you – all the time. And, regardless of what message we think we give, its others who make assumptions which we’re judged against.

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.