December, 2021

How Your Contact Center Agents Can Drive More Revenue

Contact Center Pipeline

I read recently that computer scientists in Dartmouth, N.H., defined artificial intelligence 66 years ago as “making a machine behave in ways that would be called intelligent if a human were so behaving.” I’m less surprised by the definition and more surprised at the time frame.

Secrets Revealed: How to Be Distinctive from Your Competition and Win!

Beyond Philosophy

Fernando has a problem that he wants our help solving. In his industry of branding and packaging fast-moving consumer goods, his clients often tell him to do whatever the competition is doing.

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New Customer Acquisition Strategies: Techniques & Process

LiveVox

Because of the events of 2020, many companies have been forced to reassess their customer acquisition methods to stay afloat and win customers’ hearts. Customer priorities have changed, challenging businesses to rethink acquisition tactics and retention strategies.

The Psychology of the Word “Because” to Get Customers to Accept Your Word As Final

Myra Golden Media

For help de-escalating with customers, check out my De-escalation Academy. Research at Harvard showed us the power of the word “Because.” ” The experiment had people ask to cut in a line of people waiting to use a copy machine.

2022 Contact Center Buyers' Guide

As contact center needs and pain points have evolved, so have contact center buying processes. This guide focuses on the key areas that contact center leaders should address to help achieve their operational and financial goals, including what questions to ask to drive optimal performance.

CallMiner State of the Business: Reflecting on an impactful H2 2021

Callminer

CallMiner has made strong progress in helping organizations drive business performance improvement with conversation analytics. Read more from CallMiner CEO, Paul Bernard, on recent company momentum

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How Contact Center Insights Can Improve Enterprise Operations

Contact Center Pipeline

What do you picture when someone says “contact center”? Rows of employees at computers with headsets? An office full of tiny cubicles? Personally, I picture a giant treasure chest overflowing with gold. No, I’m not insane… at least I don’t think so.

Are You Winning on Purpose?—The Creator of the “Net Promoter” Tells Us How!

Beyond Philosophy

Back when I was working in corporate life, I went to a presentation in London. Sitting there amongst 1,000 people, I had an epiphany about what I wanted to do with the rest of my career. Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy.

Foster a Virtual Communication Feedback Loop in a Work-at-Home Environment

Virtual Live Labs

Change is continual in business, as there is an ebb and flow to what the market demands from contact center organizations. Seasonal surges and product launches can challenge contact centers to drive successful KPIs even under normal brick-and-mortar situations.

It’s a Wrap! I filmed Two LinkedIn Learning Courses Remotely!

Myra Golden Media

Many of you know me from my popular LinkedIn Learning courses. I’ve loved flying to Santa Barbara, renting a car, and driving to Carpinteria to film my LinkedIn courses.

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

Tips for improving customer satisfaction (CSAT)

Callminer

Read this blog for tips on how you can overcome many of the challenges that surround CSAT and improve your organization's ability to please its customers in the process

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Karen Hertzberg: Improving Customer Retention Through Great Customer Service

Bill Quiseng

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way.

7 Ideas to Build Engagement with Work-From-Home Agents

Contact Center Pipeline

“Now that we’re working from home, no one else (in the company) knows who we are,” said a veteran contact center agent during one of my sales training classes. His frustration was echoed by other people in the class.

Secrets Revealed: How to Be Distinctive from Your Competition and Win!

Beyond Philosophy

There is a saying that says, “Imitation is the highest form of flattery,” and it is. However, it is also a losing strategy when you are working at winning over customers from the competition. Finding a way to stand out is the secret to long-term customer strategy success. .

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Foster a Virtual Communication Feedback Loop in a Work-at-Home Environment

Virtual Live Labs

Change is continual in business, as there is an ebb and flow to what the market demands from contact center organizations. Seasonal surges and product launches can challenge contact centers to drive successful KPIs even under normal brick-and-mortar situations.

5 Tips for a Great Social Media Customer Service Strategy

Fonolo

A good call center leader understands the importance of customer service. So what if you have an incredible product or service? That means nothing if your customers are displeased with their experience with your brand. .

Here's why patient satisfaction is so important

Callminer

Read this blog to learn what patient satisfaction is, why it matters and how conversation analytics can help transform patient experiences

2022 Trends: Imagine the Future of Call Centers

TechSee

In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences.

How to Prevent Brand Ambassador Burnout

Speaker: Kristi Faltorusso, VP of Customer Success at ClientSuccess

Your brand ambassadors are massively important to your business, actively promoting your brand and encouraging new business. But repeatedly requesting advocacy efforts from customers can lead to burnout and dissatisfaction. You need to avoid this at all costs! Learn how in this free webinar.

How Digital Disrupted Customer Service

Contact Center Pipeline

Adoption of digital channels, from email and chat to SMS and social media, has skyrocketed over the last year and a half: McKinsey estimates that their adoption fast-forwarded about five years in eight weeks alone in the early weeks of the pandemic.

I am so Frustrated! Customers’ Comments Don’t Reflect the Score They Give Me. Why?

Beyond Philosophy

On the podcast, we do something called “I’m in a Pickle.” ” The pickle is a business problem our listeners have that we try to address with the behavioral sciences.

Here’s a New Word: Skimpflation

Shep Hyken

The other day my friend asked me, “Is mediocrity the new customer experience?” He mentioned how he’s had to wait longer when he called customer support and that there weren’t enough cashiers at the grocery store. . I said, “You are a victim of skimpflation.” .

Call Center Quality Assurance: Boost Agent Performance & Customer Satisfaction

Nextiva

There's an old saying that a reputation takes a lifetime to build and seconds to destroy. The same goes for customer experience. Every modern call center strives to offer the best experience possible. However, a single bad experience can send loyal customers heading for the competition.

Why Great CSMs Lead to Great Revenue Pipeline

Speaker: Christian Jakenfelds, CSM at Planhat

Customer success professionals have better access to customers than any other department, yet they may struggle to prove their impact on overall business growth. In this webinar, learn how CSMs can actively contribute to and influence new revenue by using what’s already in front of them.

What is sales conversation analytics?

Callminer

This blog explores how sales conversation analytics can help you shorten sales cycles, train top-performing sales reps, and increase win rates

Data, insights, action! Tethr introduces practical conversational intelligence for the everyday user

Tethr

Ever noticed how much of the conversational analytics space seems designed for the data scientist, the dashboard-delver, or other types of, well… numbers people? Between the graphs and pie charts, there’s sometimes just too much information available to make a quick or decisive decision.

Strategies for Promoting Contact Center Value and Visibility

Contact Center Pipeline

Contact center leaders must take charge of the inevitable transition to positioning the center as an enterprise strategic asset rather than a factory-like, back-room operation.

Why Nostalgia is Not Just a Thing of the Past But the Present

Beyond Philosophy

People look back on their childhood and talk about how terrible it was. However, they often do it with a fondness that belies their words. Looking back at the earlier period, they feel good about it, no matter how terrible it was in their description. Customers do this, too.

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

How Much Do You Trust Your Customers?

Shep Hyken

One of our loyal subscribers, Darrell Grant, The CXO at Hightower Wealth Advisors, shared a great story that provides an excellent learning opportunity. . Darrell stopped by a local bakery to pick up some treats for a client.

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Lots of Exciting News!

PeopleMetrics

This has been a big week at PeopleMetrics. In case you did not hear, I launched my second book called Pharma Customer Experience ( CLICK TO VIEW ON AMAZON ) on Tuesday (11/30).

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What is patient experience and why it matters?

Callminer

Read this blog to learn what patient experience is, how it differs from patient satisfaction and why it's important to healthcare organizations