August, 2021

10 Actions to Bring Your Team Into Your Confidence Zone

Steve DiGioia

Who cares what your employees say! The opinions of your employees don’t matter. Really. They don’t. You prove this each day by your actions. You continue to leave them in the dark about upcoming actions and decisions that affect them. You do little to address their concerns. Now, they question you.

Three Ways to Future-Proof Your CX

Contact Center Pipeline

Workplace trends come and go. From the hierarchical corner office setups and cubicle rows that dominated most of the 1900s to open-plan campuses with free lunch and foosball that came with the internet boom of the mid-1990s and early 2000s.

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6 Resources You Should Have for Customer Experience Moving Forward

Beyond Philosophy

My podcast partner, Professor Ryan Hamilton of Emory University, and I were honored to celebrate our 200th podcast , The Intuitive Customer. To mark the occasion, we each chose three of the best episodes from the first 200. Here are our picks and the key things we learned from each.

Supervisor Support is the Key to Contact Center Success – A Simple Strategy to Align Frontline and Senior Leaders

CCNG

There is a vast body of research exposing the direct link between strong frontline leaders and higher levels of workforce engagement, retention, and business success.

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Customer Satisfaction in the Digital Age

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

More than ever, we are seeing organizations implement digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. But how does this affect customer satisfaction?

23 experts share their favorite call center ideas

Callminer

We share input from business leaders and call center experts on the most impactful call center innovations that can transform your call center KPIs, processes, and improve results

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Warranty Cost Management: Guarantee Satisfaction & Profitability

TechSee

Product warranty management has become an area of focus for many manufacturers. When a product breaks or does not function properly, the OEM is typically liable for the repair, replacement, or refund of that item according to the terms of the warranty.

Reinforcing Your Work-From-Home Team’s Cybersecurity Foundation

Contact Center Pipeline

Many organizations weathered the COVID-19 crisis by focusing first on the welfare and well-being of their employees. The quick shift from on-premise to work-from-home (WFH) last year helped to safeguard companies’ human asset.

Without Knowing It, People’s Impression of You Are Being Influenced. Here’s Why.

Beyond Philosophy

Apple launched its Air Tags to help you find your lost items, like your keys or briefcase. Although I have other manufacturer’s versions of these products, I know that the Air Tags will be the best yet, and I can’t wait to get hold of them.

The Contact Center is the Core of any Truly Connected Enterprise

CCNG

I am an old school contact center person. I am not ashamed of that fact, but the one phrase that I have said over and over is "If I had access to the technology of today back then, I would have been dangerous.” I would like to take a moment to explore why that is.

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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.

“Hybrid” Team Structure can pay Huge Dividends in your Virtual/Work at Home Contact Centers

Virtual Live Labs

Creating “Hybrid” Self-Directed Teams in your contact center not only increase productivity, customer service satisfaction scores, sales conversion and employee satisfaction scores, they can also decrease your absenteeism, attrition and work avoidance while Advisors are logged in.

here’s how to explain a credit card authorization to a customer.

Myra Golden Media

People are funny when it comes to their money. I am too. When a customer starts an order but doesn’t complete the purchase or cancels, the authorization often hangs around for days. And customers can get mad about this.

This 1¢ Piece of Paper is Costing Your Contact Center Millions | The Vistio Blog

Vistio

When your customers call your contact center, the process of delivering consistent, accurate, and efficient service should be simple.

Customer Experience & Fraud Prevention: Dueling Priorities for Today’s Contact Centers

Contact Center Pipeline

The past year was a challenging and transformative time for many people as a global, once-in-a-generation health crisis upended critical components of how we work, play and connect.

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.

How Behavioral Science Will Dramatically Increase Your Response Rates

Beyond Philosophy

No one ever sends out an email that they hope no one will read. Well, not on purpose, anyway. No one would go through the trouble of writing, editing, circulating, and then editing an email some more only to have readers skip it and click on another, more compelling email in the inbox.

How Customer Analytics Can “Up” Your CX Game

The Northridge Group

Let’s say you’ve already taken the necessary measures to move your contact center from good to great.

“Hybrid” Team Structure can pay Huge Dividends in your Virtual/Work at Home Contact Centers

Virtual Live Labs

Creating “Hybrid” Self-Directed Teams in your contact center not only increase productivity, customer service satisfaction scores, sales conversion and employee satisfaction scores, they can also decrease your absenteeism, attrition and work avoidance while Advisors are logged in.

I’m Grading Assignments in my Master Class

Myra Golden Media

Participating in assignments is the number one way we customize my online courses to your specific situations. One of my students typed out the following scenario in an exercise: Situation: The delivery company and the customer feels scammed; they want their money back immediately.

CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.

Introduction to Responsible AI: Unpacking the harms

Callminer

The latest in our Responsible AI blog series, the CallMiner Research Lab explores two of the main categories of harms that AI outputs can cause: Harms of Allocation and Harms of Representation

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How to Make Tech Support Faster and Easier—for Both Customers and Agents

Contact Center Pipeline

The best tech support agents have a little secret: They aren’t doing their jobs all by themselves. They’re not cheating. They’re not slacking.

5 Rules to Guarantee a Return on Investment

Beyond Philosophy

Customer Experience is having challenges. Research over the last few years points to a lackluster performance for return on investment.

Simple Yet Effective Ways to Enhance the Experience of Your Customers

Steve DiGioia

Last weekend, my wife, daughter, and I spent a lovely afternoon at a local farm, which also happened to be hosting a food truck festival at the same time. Of course, we ate too much but at least we got some sun on our faces and a day in the fresh air.

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

VICIdial Open Source Call Recording

OrecX

Vicidial open source contact center customers can begin recording their customer calls with a robust third party recording solution like OrecX.

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Personalizing the Customer Experience Is a Competitive Differentiator

Shep Hyken

I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more.

What makes Business Intelligence (BI) important?

Callminer

Business intelligence (BI) bridges the gap between business goals and the information needed to reach them. This blog shares how the right BI tools can drive business growth and transformation

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Managing Emotional Labor in the Contact Center

Contact Center Pipeline

The phone beeps in my ear; I answer with, “Thank you for calling Hoosier Healthwise. This is Mark. How can I help you today?” I pause to allow the other person on the line to speak. He says, “Well, I hope you can,” and he says that he needs help selecting a health plan. I […].

Customer Service De-Escalation Techniques

Nobelbiz Guide: Customer Service De-Escalation Techniques

5 Rules to Guarantee a Return on Investment (ROI)

Beyond Philosophy

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science.

IT’s Role in Support for Remote Workers

TechSee

After scrambling to set up remote working environments at the start of the pandemic, enterprises have largely recognized its advantages and adopted the WFH model.

Utilizing Live Chat As a Construction Company 

Ansafone

In today’s modern world, many people prefer to do most of their research online. This includes researching companies for potential sales and business transactions. A common feature among many websites is live chat.