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Contact Center Pipeline
JULY 26, 2022
Publisher’s note: Rob has kindly written and expanded on this article for Contact Center Pipeline he first wrote and published on LinkedIn titled “Where Have all the People Gone?” The COVID-19 pandemia have changed the business landscape in countless ways.
Myra Golden Media
JULY 11, 2022
As I prepare for a workshop for a new client in Upstate New York, let me give you three things you can do to help your team get angry customers to back down , techniques right out of my De-escalation Training.
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CCNG
JULY 27, 2022
There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience.
Beyond Philosophy
JULY 14, 2022
When I was ten, the teacher wrote on my school report, “Colin is the clown of the class.” ” To this day, I am still proud of that report card. Humor matters and can provide business benefits. Today we will talk about how to be funny and use humor to your advantage.
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Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.
Callminer
JULY 13, 2022
Looking to optimize your customer satisfaction surveys? Read this blog for questions and examples to help flesh out your own strategy.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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Contact Center Pipeline
JULY 28, 2022
When it comes to managing your contacts, the days of the rolodex and the spreadsheet database are far behind us. Today’s business landscape calls for much more sophisticated solutions, which means having a contact management system that’s robust and feature-rich.
Myra Golden Media
JULY 17, 2022
The number 1 thing it takes to get customers to accept your word as final and get angry customers to back down is…CONFIDENCE. In this video, you’ll learn a 2-minute exercise that reduces the stress hormone cortisol while boosting the power hormone!
CCNG
JULY 20, 2022
Recently my financial institution requested that I complete a document, sign it, and return it to them via Fax. I laughed out loud when I read their request. Who uses faxes anymore? I sent it to them in a PDF file via email which satisfied their request. Some organizations are slow to change.
Beyond Philosophy
JULY 7, 2022
The Future of Brick and Mortar. One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving.
Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic
In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.
Callminer
JULY 20, 2022
Read this blog to learn more about CallMiner CTO, Jeff Gallino's recent appearance on Bloomberg Radio’s Money Minute to talk customer service trends with Gina Cervetti
TechSee
JULY 28, 2022
The evolution of chatbots in customer service has generated much fanfare over the years. Chatbots promise a better customer experience by reducing wait times, delivering the digital experiences customers want, and providing 24/7 service on-demand.
Contact Center Pipeline
JULY 27, 2022
If you Google prison-staffed call centers, the coverage isn’t good and rightly so. Companies have misused prison labor in the contact center for little more than their own greed. As a result, there is a black cloud that hangs over such contact centers today.
Myra Golden Media
JULY 17, 2022
I’m sharing two frameworks for resolving conflict today. You can apply my frameworks to disputes with employees, co-workers, customers, and bosses! . For more help with de-escalation, check out my De-escalation Academy. . Customer Experience Design
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.
CCNG
JULY 13, 2022
What data are you using and where is it coming from? Depending on its source, time, and ?environment, environment, data changes in value as it reckons with the moment in time it’s used.
Beyond Philosophy
JULY 16, 2022
We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here. Usually, we have one pickle per podcast.
Callminer
JULY 5, 2022
We asked a group of industry leaders, “What's the best way to increase customer lifetime value?” Read this blog to learn their insights and best practices
TechSee
JULY 20, 2022
One year ago, we introduced the world’s first computer-vision powered self-service solution. Today, we are proud to share the next great leap forward, the Visual Intelligence Platform.
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.
Contact Center Pipeline
JULY 21, 2022
If there is one thing we’ve learned in the past two years during the COVID-19 pandemic, it is the almost continuous need to rethink and adjust business strategies and tactics in order to adapt to the new normal.
Shep Hyken
JULY 26, 2022
Human-Centered AI. Using AI to Enable and Empower Customer Service Agents. Shep Hyken interviews Deon Nicholas, CEO and Co-Founder of Forethought , a company that builds human-centered AI to transform the customer service experience.
CCNG
JULY 6, 2022
Connectivity continues to shrink our world, and in the process transform businesses and industries. The potential benefit from collaborative problem solving, distributed innovation, and cross industry learning is more compelling than ever. ?We
Beyond Philosophy
JULY 30, 2022
We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here.
Speaker: Kate Nasser, The People Skills Coach™
Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.
Callminer
JULY 25, 2022
Read this post to learn tips and best practices for adopting an innovative sales methodology
TechSee
JULY 14, 2022
Our customers and employees live omnichannel lives. Our service needs to offer the best possible experience across every channel and interaction. A few weeks ago, we explored the growing demand for omnichannel service continuity.
Contact Center Pipeline
JULY 20, 2022
Across the United States, workers are voluntarily leaving their jobs in record numbers. The Great Resignation—a trend being driven by an economic and psychological shift as employers struggle to tempt unhappy staff to return to work, coupled with the impact of retiring Baby Boomers—saw more than 4.3
Shep Hyken
JULY 20, 2022
I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. .
Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC
Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.
AnomalySquared
JULY 26, 2022
As previously featured in My Mortgage Mindset
Beyond Philosophy
JULY 23, 2022
We hope you enjoy today’s show. If you do, could you vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here.
Callminer
JULY 20, 2022
Read this post to learn about improving patient satisfaction surveys and the overall patient experience
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