June, 2020

How to Build a Comprehensive Sales Report (Template Included)


Achieving sales goals demands a lot of hard work. Besides training your sales reps to prospect and close deals, you also need to ensure that your sales team is on the right track. For this, you need to look at your sales performance. Regular sales reporting will help you a great deal in tracking your progress. In this blog, we will share how to make a sales report and also look at some sales report templates you can put to use.

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How to Manage Customer Wait Time: The Best Tips From Great Companies

Beyond Philosophy

We do a lot of waiting in our lives. We wait to get on a plane, for our drink at a coffee shop, and on the phone to talk to “the next available representative.” ” Sometimes we don’t mind waiting at all; sometimes we mind very much. Your customers likely wait in your experience, too, and that may or may not be creating negative feelings about your experience.

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Exit Interview Questions for Call Center Employees


Employee departures can be tough to handle in the fast-paced environment of a call center. However, even in agent turnover , opportunities to improve your organization’s efficiency and profitability abound. Exit interviews allow lost talent to tell you what went wrong and what aspects of your call center’s operations could stand to be updated. Read on to learn a few powerful questions worth asking during such interviews to leverage your lost employees’ critical insights.

Reasons Why You Should Invest in an Email Ticketing System

Wowdesk Blog

Dealing with customers is not something that you can take for granted. If you want to win more clients and customers, you have to attend to their concerns and offer timely and professional-grade solutions. . Email support is an indispensable channel of customer service for quite some time. Support executives connect with customers over emails and help them with their product/service issues. . Now, a traditional email inbox comes with some set of lacking points.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Transform Your CX from Good to Great by Treating Your Agents Right

Contact Center Pipeline

Sitting on the front lines of the contact center, agents are the personification of your brand. They provide the human-to-human connection that makes lasting impressions and supports more engaging customer experiences (CX). But, while CX continues to play an outsized role as a competitive differentiator, best-in-class contact centers are increasingly replicating the same type of […].

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18 Ways to Stop Chasing Low Price Shoppers

Steve DiGioia

In my recent post, “ 3 Reasons Why We Let Businesses Take Us For Granted ”, I asked these questions, “Do we not value ourselves enough as a customer to expect the best or at least average service? But what about indifferent service? Why is it acceptable? In today’s post, I expand on one of those reasons: “low price shoppers”. Here’s my story….

How Machines Impact Experience Design


Designing a customer experience that seamlessly incorporates the machines from our daily lives. Articles

4 Ways To Boost Your ECommerce Customer Experience


eCommerce customer experience is vital for online businesses that want to ensure a smooth online experience for their customers. We share 4 ways to boost your eCommerce customer experience that will increase customer loyalty and satisfaction. Feed generated with FetchRSS

7 Expert Customer Service Tips during the Coronavirus (COVID-19) Crisis

ProProfs Chat

The COVID-19 pandemic has pushed businesses to dodge bullets and the global economy is in dire straits. While the number of positive cases increases, the negative scenarios keep piling up. . Charles Darwin’s famous quote on species evolution stands true for today’s volatile business world- “ It is not the strongest or the most intelligent who will survive but those who can best manage change. ” . Business adaptation is the key.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Chatbot Best Practices: 8 Tips & Tricks you Can Benefit from Today


Set a goal for your chatbot. As obvious as it may seem, this is the number one chatbot best practice to keep in mind when starting to design a conversational agent. You can create a bot for almost anything nowadays, so setting a clear goal for yours and outlining what it’s supposed to do, right from the beginning, will prevent you from getting carried away. Defining what can be automated is a good place to start, but remember to always keep your user’s needs in mind when doing so.

Five Leadership Principles For Truly Driving More Diversity And Inclusion

Experience Matters

The deaths of George Floyd, Breonna Taylor, Ahmaud Arbery, and others have sparked a renewed outrage against racial inequality around the world, leading many organizations to consider changes to how they operate. That’s great, but I’ve seen too many of these situations create an immediate response with no lasting change. I don’t have answers for solving deep injustices in broader society, but I want to apply what I’ve learned to help organizations become more inclusive and diverse.

Building customer rapport in calls


Every interaction plays a part in a customer’s perception of your organization. Establishing the best possible customer experience means your agents must know best practices regarding how to build rapport with both customers and prospects over the phone. Rapport building starts with the first interaction and is an ongoing initiative. As the relationship blossoms, so should the rapport with the client. Here are some tips for making sure your call center reps are laying down the right foundation.

Making Your Contact Centre Work Better

Call Design

Contact centre changes are never an easy venture, but it’s crucial to embrace an opportunity for change. While the world is slowly returning to normal after a global pandemic, now is the time to identify how your contact centre can be improved. For some organisations, there may be an influx of calls from customers asking about your services.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

You May Not Know It, But You’re in the Subscription Business


I have an idea about renewals. Most people think that a renewal applies to some type of subscription. You renew your subscription to a magazine, a maintenance contract or a software program. But what if renewal had a broader meaning? What if renewal simply meant that the customer comes back—again and again? While repeat business may not be as steady as a subscription renewal, it can still be tracked in a similar way. A business with a true subscription model can predict renewals.

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4 Ways to Improve Customer Engagement for eCommerce


There will always be room for improvement. So, keep iterating and stay curious. The bigger the investment you make, the larger the return will be. Even before we were all asked to stay at home and save lives, it was expected that online shopping – and other non-retail purchasing – would grow as much as 14% this year. That increase represents about 20 billion dollars in additional spending.

Why you need to identify your primary customer

Toister Performance Solutions

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. I'm sure he's stealing," said the manager. But I can't fire him." I was working for a parking management company at the time, and visiting with the manager of a busy hospital location. We watched as the cashier in question served a steady stream of cars.

The Complete Glossary of Common Customer Service & Support Lingos

ProProfs Chat

It’s not just great communication skills that make a customer support operator great at their job. 62% of customers say that a representative’s knowledge and resourcefulness play a key role in creating a good experience. That means being consistent at learning and acquiring knowledge can help you shape a customer’s journey better. But, where to start? Learn the commonly used customer service and support lingo.

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The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

10 Ways to Immediately Improve Your Customer Centricity


We all know that customer centricity is essential; even more so these days with the lockdown in most countries due to the pandemic. Now more than ever, businesses need to put their customers clearly at the heart of their organisation. But I know that many struggle, even in more normal times, to be customer centric. They just don’t know where to start. Am I right? If you’re one of them, then this article is for you.

How to Build Better Customer Relations: 7 Insightful Tips


Modern consumers take an interest in advanced product features, how you sell them, and what happens after they buy stuff. They’re the driving force for brands today with a much greater impact than ever. 54% [ … ]. The post How to Build Better Customer Relations: 7 Insightful Tips appeared first on HelpCrunch blog. Customer service

Taking the Extra Step to Deliver Amazing Service


Sometimes a little creativity and extra effort can make a big difference in the customer experience. One of our followers, David Turk, shared an article from a recent issue of the New York Times about how a server at an upscale restaurant “astonished” a guest with an amazing display of customer service. The short version of the story is that a woman went to dinner at one of the finest restaurants in New York.

Create Outstanding Memorable Experiences That Drive Value

Beyond Philosophy

General Show Notes: Have you ever driven a long way to a vacation, perhaps with kids in the backseat, and heard the whining query, “are we there yet?” ” Have you ever wanted to ask that question yourself? It turns out there are good reasons for that. It’s called the Return Trip Effect, and we discuss it on this episode of The Intuitive Customer. Key Takeaways.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

COVID-19 and the Contact Center: Horror, Heartache, Humanity and Hope

Contact Center Pipeline

Has anyone besides me noticed how many contact center industry work-from-home (WFH) experts there suddenly are? I thought there was only one, really. That would be Michele Rowan and I wrote about her in my April column (“On-Trend: At-Home Agents”). The timing of that column was totally serendipitous. We had no idea when we were […]. Crisis Management call center contact center COVID-19 remote working WFH work from home workplace environment

Work at Home: Focusing on the People Issues


With so much being shared around work-from-home over the past 45 days, we wanted to bring you some insights from our member The Northridge Group, Tina Suthers, senior consultant CX. In this brief video clip Tina focuses on how to support your people during this transition, with some best practices around employee communication, leveraging video tools, the importance of increasing employee engagement and other tips to keep things positive and productive.

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What is Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT Copy


Average handle time, or AHT, is an important call center metric. In the simplest terms, AHT is the average time it takes to handle a call or transaction from start to finish – from call initiation, to hold time, to talk time, and all the way through to any related tasks an agent must perform post-phone call to resolve that call. To calculate AHT, add your total talk time + total hold time + total after-call tasks, and then divide by the number of total calls. That is your average handle time.

Effective Strategies for Managing a Contact Centre

Call Design

Contact centres are the frontline of your customer service operation, which means that your contact centre must be operating at optimum capacity at all times. The management of your contact centre is an essential element to operating successfully and providing your customers with the very best customer service. The success of your contact centre relies on the strength of your agents and management teams. Without the right management, even the best contact centres will suffer.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

How to Measure Customer Retention


Get ready to do a little math. While not my typical lesson, this is very important. It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. Most businesses know their numbers, but do they know the right numbers? It’s easy to measure customer satisfaction at different levels. We find out how they liked our experience.

5 Surprising Rules to Live By When Managing Customer Memories

Beyond Philosophy

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. However, these are big ideas about memory, and the purpose of my newsletter today is not to wax philosophical about how incredible and impactful memories are.

Top 5 Posts in June

Contact Center Pipeline

More contact center leaders have begun to turn their thoughts from crisis mode to planning for next steps. Operating during a pandemic has underscored the value of frontline staff, what works and doesn’t work for contact center operations in the near- and long-term, as well as how the agent’s role is evolving. Also, Pipeline readers […].