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Preventing Contact Center Agent Burnout
Contact Center Pipeline
SEPTEMBER 1, 2020
September, 2020
The Fusing of AI & Automation with Human Judgment in Call Center Success
Callminer
SEPTEMBER 2, 2020
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How Much Does It Cost to Give Great Customer Service?
ShepHyken
SEPTEMBER 16, 2020
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
Advertiser: 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
SEPTEMBER 10, 2020
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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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
More Trending Acceptance and Fun - Keys for Supporting Your Virtual TeamCCNG SEPTEMBER 29, 2020 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.  Outbound Call Center Tips & Best PracticesCallminer SEPTEMBER 23, 2020 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.   Does It Matter How You Refer to Your Customers?ShepHyken SEPTEMBER 2, 2020 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 SatisfactionAdvertisement 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 TrustBeyond Philosophy SEPTEMBER 3, 2020 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. .  Analytics-Infused Training: How to Nurture Agent Growth and Customer HappinessContact Center Pipeline SEPTEMBER 24, 2020 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.  During Times of Crisis, the Best Investment is CXCCNG SEPTEMBER 23, 2020 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.  21 Business Analysts & Call Center Leaders Reveal the Optimal Role of the Business Analyst in Call Center OperationsCallminer SEPTEMBER 14, 2020 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 ProgramAdvertiser: Skilljar 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!
 Boosting Field Service Efficiency with Augmented RealityTechSee SEPTEMBER 22, 2020 Field service organizations in 2020 are challenged to continue providing the service excellence their customers expect while minimizing human contact.  Amazing Business Radio: Geoff WebbShepHyken SEPTEMBER 15, 2020 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.  Why What We Believe Is Sometimes Just Wrong!Beyond Philosophy SEPTEMBER 5, 2020 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.  Knowledge Management: Four Selection Criteria to Increase Customer Lifetime ValueContact Center Pipeline SEPTEMBER 22, 2020 Knowledge management (KM) has become an important part of a contact center’s tech stack. In fact, according to Contact Center Pipeline’s 2020 contact center trends survey, of the top 20 challenges, “lack of, or bad desktop tools” (KM being one) ranked second.  The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer RelationsSpeaker: 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.  Creating a Culture of Exceptional ServiceCCNG SEPTEMBER 17, 2020 David Reed is a customer service process and training expert focusing on helping organizations of all types improve their customer service and process efficiency.  Gone Virtual: Recap of the CETX ConferenceCallminer SEPTEMBER 1, 2020 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.  This Is Why You Can’t Fill That PositionSteve DiGioia SEPTEMBER 14, 2020 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.  When Surprise and Delight Becomes Surprise Without DelightShepHyken SEPTEMBER 9, 2020 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 GoalsAdvertiser: ZoomInfo 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 todayBeyond Philosophy SEPTEMBER 12, 2020 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.  Contact Center Pipeline Magazine: Inside Our September 2020 IssueContact Center Pipeline SEPTEMBER 2, 2020 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.  Breaking Down The Challenges of Remote Training & How to Overcome ThemCCNG SEPTEMBER 8, 2020 Written By Trey Fischer Trey Fischer of Kat Lan Tat Services spoke to members on how to help training teams go from surviving training with the remote agents to thriving when training remote agents. The video clip of Trey’s comments comes from a recent Town Hall meeting with members of CCNG.  Call center cost reduction strategiesTechSee SEPTEMBER 29, 2020 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.  Customer Perceptions of the Community ExperienceSpeaker: Mike Ellis, Vanilla Forums Marketing Manager What do your customers actually want? In a land of ever-changing customer behaviors and expectations, brands need to understand the experiences customers value the most, and how these can impact their business outcomes. Join us on May 26th at 12 EDT for an in-depth discussion led by Vanilla's Marketing Manager, Mike Ellis. Mike will walk you through this research and guide you on community usage in terms of the most valued customer experience aspects.  Customer Service Fact #1 – Tip #17Steve DiGioia SEPTEMBER 24, 2020 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.  Customer Service Week: A Time to Celebrate Customers AND EmployeesShepHyken SEPTEMBER 30, 2020 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 ExperienceBeyond Philosophy SEPTEMBER 17, 2020 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. © Aggregage 2021 |
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