August, 2021

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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. They’re losing faith in you. They don’t believe in your leadership.

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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. From “we need to concentrate more” to “we need to collaborate more.” From IBM calling […].

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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. Colin’s Picks: How Apple Uses Psychology To Construct An Outstanding Experience.

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The Difference Between Repeat Customers and Loyal Customers

ShepHyken

“We love our customers, and they obviously love us. They keep coming back, again and again!” . Who doesn’t want to be able to say that? And, if that is the case with your organization, let me ask you this question: Do you know why they are coming back? . Not to be a “downer,” but we shouldn’t confuse a repeat customer with a loyal customer. They are not the same. .

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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Don’t Apologize to Customers!

Myra Golden Media

It might surprise you to know I don’t want customer service specialists to apologize to customers. Before you respond to that, let me say that I see apologizing and saying “I’m sorry” as two different things. Today, I’m breaking down what the research says about apologizing, and I’m giving you phrases for expressing “sorry” and empathy.

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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. We decided to take the haybale ride around the farm and got ready to see the sights. But the sights I saw were the farmer’s missed opportunity to make this ride something special and to enhance the experience of his customers.

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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. Yet in the scramble to ramp-up the distributed workforce, security measures often took a back seat to business continuity. Quick to capitalize […].

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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. My expectations and anticipation are because of the Halo Effect, and, just like mine did for Apple, it influences people’s impression of you. .

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Personalizing the Customer Experience Is a Competitive Differentiator

ShepHyken

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. One of the questions had to do with creating a personalized experience. . We asked customers to rate various customer service experiences on a scale of one to five, in which a score of one signified not important at all with five being very important.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Changes in Attitudes…

Taylor Reach Group

By Colin Taylor. Last spring when the Covid19 pandemic began, companies were forced to make many changes to how they operated. With the offices closed, they sent their agents to work from home. This was a learning experience for the center leadership, the company, and the agents. According to the research we completed in May 2020, only 15% of contact centers had active and existing remote or agents working from home.

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How to Develop a Customer Service Strategy for Your Contact Center

Fonolo

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back. According to research from Khoros, 86% of clients say they’re more likely to turn into lifetime brand advocates if they receive exceptional customer care.

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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. You’ve adopted clearly defined and focused metrics, you have a vision that aligns the needs of customers with the aspirations of your business, you’ve implemented a clear coaching plan, and you have an open feedback loop for employees to provide comments on customer pain points.

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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. From remote workers to Netflix bingers, a critical commonality among people was the rapid adoption of digital platforms. Millions of people are now embracing a digital-first approach […].

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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5 Reasons Why You Need Gamification in Your Contact Centre Training

Call Design

If you’re a manager within a sizable workforce, you’ve likely heard of gamification. This new type of technology has completely revolutionised the way training and management is conducted throughout the professional careers of your agents. While gamification has only been around for a short time and used by large scale organisations, a growing wave of smaller workplaces appear to be adopting this technology in recent years.

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Guest Post: How to Go Above & Beyond for Your Customers to Secure Their Repeat Business

ShepHyken

This week we feature an article by Ray?Blakney, CEO and co-founder of Live Lingua , a renowned online language learning platform. He writes about how companies can secure their current customers’ repeat business. Every entrepreneur knows how important repeat customer business is for the overall success of their enterprises. Rather than spending a ton of money on marketing to try to land new buyers, if you are able to secure loyal, lifelong customers, their repeat business will continually grow y

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How to Build a Best-In-Class Customer Experience Like Shopify

SharpenCX

Step aside, Amazon. Shopify’s the new Goliath in commerce. The company’s built a best-in-class customer experience that’s ignited growth like rocket fuel. In a short, 15-year time span, Shopify’s shapeshifted into one of the world’s leading supporters of small businesses, now powering more than a million stores and generating more than $307 billion in annual economic impact across the globe. >> Download Now: A toolkit to align company leaders on your digital projects.

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5 Best Practices for Training Remote Call Center Agents

Fonolo

Regardless of your industry, providing ongoing training opportunities can mean the difference between finding lasting employees and experiencing high turnover rates. The 2019 LinkedIn Workforce Learning Report states that 94% of employees polled would remain with an organization longer if there were learning opportunities available. The proof is in the statistics — a proper training strategy leads to more engaged employees.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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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.

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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. But they are getting help from an outside source that lets them be more effective: smart technology solutions that enhance human agents’ capabilities by adding speed and precision. These technologies aren’t intended […].

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Why is Call Center Outsourcing Demand Surging?

CustomerServ

Demand for outsourced call centers is becoming increasingly relevant. In 2020, brands, organizations, and government agencies quickly learned that they were ill-equipped to manage the dramatic impact of COVID-19 on their call centers. During the height of the pandemic, frustrated and highly emotional customers experienced average hold times that suddenly inflated from minutes to hours in some sectors.

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Guest Post: 5 Reasons Why Customer Experience is the Pulse of Every Business

ShepHyken

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. He writes about how customer experience can determine the lifeline of a business. What makes a business stand out from the crowd? It is the volume of customers that makes the difference to a considerable extent. Hence, customer satisfaction has become a very important factor for the sustainability of a business.

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ABM Success Recipe: Mastering the Crawl, Walk, Run Approach

Shifting to an account-based marketing (ABM) strategy can be both exciting and challenging. Well-implemented ABM motions build engagement with high-value accounts and drive impactful campaigns that resonate with your audience. But where do you begin, and how do you progress from crawling to running? Watch now as Demand Gen experts delve into the essentials of each stage of the ABM process.

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20 Tips to Creating a Virtual Office for Your Remote Team

aircall

Justin Champion is a part-time digital nomad , author of Inbound Content , and Principal Content Professor for HubSpot Academy. Justin created HubSpot Academy’s Digital Marketing Course , which has awarded thousands of certifications to professionals across the globe. You can find him on Twitter @JustinRChampion. As a manager, you’re responsible for overseeing and leading the work and safety of a group of people. .

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Call Center Optimization: 5 Methods to Improve Your Operation

Fonolo

To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. If your agents have polite, customer interactions — that’s great! But it’s not enough.

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The Four Call Center Dashboard Metrics Your Executive Team Needs to See

SharpenCX

Transparency is key when you’re managing a successful team. When organizations practice transparency with their employees, they see greater success in several areas. They have increased employee engagement, a stronger company culture, and foster a comfort that empowers employees to communicate freely. A lot of data is coming in and out of your contact center platform throughout the busy day.

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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 […].

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The Rise of the AI Coaching System: Powering the Empathic Enterprise

Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.

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The Best Growth Opportunity in 2021: Outsourcing

Outsource Consultants

Why is 2021 the time for outsourcing? Because if you want to fly, you have to give up everything that weighs you down. No, I didn’t steal this from a locker room bulletin board, but the aphorism is still true. The most successful companies in history — and the most successful ones in 2021, for that matter — succeeded exponentially not because they did many things well, but because they did specific things great.

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Don’t Make Me Repeat My Story!

ShepHyken

I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story. The same goes for when I’m transferred to another person. There is no need for this. . I recently posted that message to social media. My friend and fellow customer service and experience expert Jason Bradshaw responded that the same thing happens with online chat.

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How to Recognize, Reduce, and Repair Customer Service Burnout

Help Scout

“I was working longer and longer hours just to keep up.” “The tiniest thing would set me off.” “I felt trapped and helpless.” “I had a sense of tunnel vision.” “I told my manager, and all they said was, ‘You’re doing a good job, don’t worry about it.’” “I get to the point where I just don’t want to do anything. A snowball of apathy.” “I came back from sabbatical, and the workload was the same but my perspective was so different.”.