Myra Golden Media
AUGUST 1, 2022
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.
Provana
AUGUST 30, 2022
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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CCNG
AUGUST 31, 2022
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.
Callminer
AUGUST 15, 2022
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
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.
Contact Center Pipeline
AUGUST 4, 2022
Customer service, but particularly support, has grown in importance significantly in today’s online world.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
AUGUST 29, 2022
Effective call management is an essential step in boosting contact center efficiency. Read on for three best practices to optimize your call management strategy
HelpCrunch
AUGUST 18, 2022
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?
Kayako
AUGUST 12, 2022
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.
Shep Hyken
AUGUST 17, 2022
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 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.
Beyond Philosophy
AUGUST 25, 2022
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.
Myra Golden Media
AUGUST 22, 2022
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.
Callminer
AUGUST 10, 2022
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
Provana
AUGUST 30, 2022
With call recording and call center monitoring in place, you can identify areas where your teams are doing well and where you need improvement
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.
Contact Center Pipeline
AUGUST 30, 2022
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.
CCNG
AUGUST 17, 2022
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.
Beyond Philosophy
AUGUST 18, 2022
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.
Steve DiGioia
AUGUST 8, 2022
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.
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!
Callminer
AUGUST 22, 2022
With the introduction of the FCA's new Customer Duty requirements, brands must take an active stance toward assisting and protecting financially vulnerable customers
OrecX
AUGUST 29, 2022
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.
Contact Center Pipeline
AUGUST 25, 2022
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.
CCNG
AUGUST 10, 2022
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.
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.
Beyond Philosophy
AUGUST 4, 2022
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.
Guru
AUGUST 26, 2022
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.
Callminer
AUGUST 31, 2022
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
Ansafone
AUGUST 12, 2022
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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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.
Contact Center Pipeline
AUGUST 24, 2022
I can’t underplay the extent and severity of the cyber threats that we all face.
CCNG
AUGUST 3, 2022
?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.
Beyond Philosophy
AUGUST 11, 2022
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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