August, 2022

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Your Contact Center Employees Aren’t Happy. That’s Why They’re Leaving.

Myra Golden Media

Many of the Chicago Midway airport newsstands were closed when I traveled through last week. It was 3 pm. I settled on a glass of wine at Reilly’s Daughter in the A Concourse. Typically, they serve food, but the kitchen was closed that afternoon.

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6 Benefits of Real-Time Speech Analytics Contact Centers Cannot Ignore

Provana

Real-time speech analytics technology has tremendous potential to transform any collections-focused call center from the inside out. Read all benefits here

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Best Practices For A Powerful Professional Network: Part 6

CCNG

Who of us wants to watch a football game where everyone stands on the sidelines? Or a baseball game where the players never leave the dugout. Your network offers a similar arena where value comes from active participation. Get in the game. Step onto the field.

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4 Voice of the Customer (VoC) methodologies to gain valuable insights

Callminer

VoC insight is crucial for organizations to increase growth rates and achieve business milestones. Read on to learn four methodologies for measuring omnichannel customer experiences

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Is Your L&D Organization Future-Proof?

Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology

If the recent past has taught us anything, it's that L&D organizations need to be nimble, quick, and able to react to both foreseen and unforeseen threats in order to be successful. That means looking to the convergence of technology, learning, and business needs so you can make intelligent, informed decisions regarding both your future and the future of your organization.

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Enabling Excellent Omnichannel Experiences

Contact Center Pipeline

Customer service, but particularly support, has grown in importance significantly in today’s online world.

More Trending

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Three best practices for effective call management

Callminer

Effective call management is an essential step in boosting contact center efficiency. Read on for three best practices to optimize your call management strategy

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Chatbot vs Live Chat: Can They Work Together in Harmony?

HelpCrunch

Picture your most turbulent day. You’re bogged down with this totally nonsense issue, customer requests keep stocking up in the live chat, and there’s no sign of the ending. I don’t know about you, but [ … ]. The post Chatbot vs Live Chat: Can They Work Together in Harmony?

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4 Ways to Provide Personalized Customer Service

Kayako

The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. Meetings and classrooms shifted to Zoom almost overnight. The pandemic pushed late adopters into new ways of shopping and interacting.

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What Mixed Signals Do You Send Your Customers?

Shep Hyken

Then I read Jan Carlzon’s book, Moments of Truth, many years ago. It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Carlzon’s definition of the Moment of Truth was: .

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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The Future Today! How to Build a Proactive Experience to Gain Growth and Save Costs!

Beyond Philosophy

On the Apple phone the other day, it suggested widgets to me of apps I might want to use. The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively.

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How to *Actually* Curtain Agent Attrition

Myra Golden Media

3…2…1…ready or not, here I come with a fantastic new webinar, “How to *Actually* Curtain Agent Attrition.” ” Gen Z is quitting jobs they say are toxic, and they’re leaving in droves.

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101 statistics on patient experience, satisfaction, billing and more

Callminer

In the modern healthcare industry, quality patient experiences are more important than ever. Continue reading to discover 101 statistics on patient experience, satisfaction, billing, and more

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3 Call Center Monitoring Best Practices You Must Know

Provana

With call recording and call center monitoring in place, you can identify areas where your teams are doing well and where you need improvement

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The Ultimate Crash Course in eLearning Visual Design

Speaker: Connie Malamed, Founder of Mastering Instructional Design and Publisher of The eLearning Coach

Well-designed materials can motivate learners, improve comprehension, and assist optimal retention. If you need rapid, easily actionable ways to improve your eLearning and slides, join this session to learn the power principles that will have the biggest impact on your designs.

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Maintaining Compliance With MFA

Contact Center Pipeline

Contact center operators have been tasked with the impossible: maintain PCI compliance by deploying multi-factor authentication (MFA) to every agent, for every application, all the time.

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Best Practices For A Powerful Professional Network: Part 5

CCNG

You’ve heard me say the most powerful-- and overlooked-- tool in the contact center is your professional network. Some of the most underutilized ways to leverage your connections and colleagues come from engaging the internal aspects of your network.

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What Is Your Personality Type, and How Does This Affect Your Success?

Beyond Philosophy

In the book, Quiet: The Power of Introverts in a World That Can’t Stop Talking , Susan Cain makes the case that the world values extroverts but that introverts also have strengths that people should not overlook.

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Awesome You’re Not. You’re a Gigantic Failure as a Manager

Steve DiGioia

That’s a pretty harsh statement, I know. But hear me out… Chris can’t seem to get along with Susan. Kevin always comes in late. Derrick, well, he’s just a poor performer. And, Donna, seems to make everything about race, harassment, or favoritism.

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

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Can technology help organisations meet the recent FCA Consumer Duty requirements?

Callminer

With the introduction of the FCA's new Customer Duty requirements, brands must take an active stance toward assisting and protecting financially vulnerable customers

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New Health Insurance Ruling Mandates Recording

OrecX

Health insurance providers can no longer avoid recording their customer/prospect calls. It is now the law. CMS Final Rule 2023 (from Centers for Medicare & Medicaid Services - CMS) was announced in May of 2022 and stipulates new call recording requirements for health provider agents.

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Closing the Engagement Capacity Gap

Contact Center Pipeline

Still reeling from the dramatic effects of the COVID-19 pandemic, organizations see a future of constant change and continued challenges in their efforts to connect with customers.

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The One With The Mad Max World of Travel Today

CCNG

Recently, I had the opportunity to sit down with Mindy Lentz, Director of Customer Care at Hilton, to discuss the crazy world of travel today. In this episode, Mindy shared stories of the travel chaos.but more importantly, how it affects the Hilton agents.

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Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

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AI Is Just Opinions Written In Code

Beyond Philosophy

Artificial Intelligence (AI) is such a promising technology. It’s so exciting that I worry a little that people treat it like magic. However, it could be that magic is the wrong word.

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Fight Information Overload with Effective Knowledge Sharing

Guru

You know that sharing knowledge at work is important, you just didn’t think so much of your time would be focused on it. You were in three project kick-off meetings alone this week, and you know you’re going to spend a chunk of the afternoon answering Slacks and emails.

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Components of a modern VoC program

Callminer

Leveraging VoC is an essential step in boosting customer satisfaction. Read on for our outline of a modern VoC program and tips for putting customer insights to use

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Tenant Retention Made Easy with a Property Management Answering Service

Ansafone

When managing a property, you can expect to receive calls at all hours of the day or night. Oftentimes, there’s no way to predict when an emergency repair request might occur along with other immediate concerns from tenants.

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2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

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Managing the Human Element

Contact Center Pipeline

I can’t underplay the extent and severity of the cyber threats that we all face.

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Best Practices For A Powerful Professional Network: Part 4

CCNG

?Seeds and relationships must be nurtured in order to grow strong and bear fruit. After you make a new connection it will need some periodic tending if you want to reap the rewards down the line. Treat your network like a garden.

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The World Is Going Crazy

Beyond Philosophy

I posted on LinkedIn recently that the world is going mad (or crazy, depending on which side of the pond you read this). I did it to see if I was becoming a grumpy old man or if others had noticed this too. It turns out I am not alone in my assessment.

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