July, 2022

article thumbnail

Helping Agents Helping Customers

Contact Center Pipeline

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.

article thumbnail

This is How You Reduce Escalations

Myra Golden Media

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.

Coaching 263
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Call Center Metrics and KPIs to Measure Performance and Productivity

CCNG

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.

CCNG 195
article thumbnail

How to Be Funny and Use Humor in Business to Your Advantage

Beyond Philosophy

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.

Coaching 340
article thumbnail

Is Your L&D Organization Future-Proof?

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.

article thumbnail

25 customer satisfaction survey questions and examples

Callminer

Looking to optimize your customer satisfaction surveys? Read this blog for questions and examples to help flesh out your own strategy.

Surveys 291

More Trending

article thumbnail

5 Contact Management Database Mistakes to Avoid

Contact Center Pipeline

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.

article thumbnail

2 Minutes to Supreme Confidence!

Myra Golden Media

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!

article thumbnail

Are you hiring applicants or candidates?

CCNG

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.

CCNG 195
article thumbnail

As Brick & Mortar Retail Bounces Back Where Does The Future Lie?

Beyond Philosophy

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.

article thumbnail

The State of Customer Experience 2023 Research Report

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.

article thumbnail

CallMiner CTO Jeff Gallino joins Bloomberg Radio’s Money Minute to highlight customer service trends

Callminer

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

article thumbnail

The World of Work Has Changed. The Way We Manage Information Needs to Change, Too.

Guru

The world of work has changed. But the world of wikis, intranets, and knowledge bases hasn’t. And employees, leadership teams, and companies’ bottom lines are paying the price.

article thumbnail

How Contact Centers Can Help Change Lives

Contact Center Pipeline

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.

article thumbnail

2 Frameworks for Resolving Workplace Conflict

Myra Golden Media

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

article thumbnail

The Ultimate Crash Course in eLearning Visual Design

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.

article thumbnail

AI Analytics: Overcoming the Limitations of Traditional Engagement

CCNG

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.

CCNG 195
article thumbnail

The cost of living crisis and increase response rates

Beyond Philosophy

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.

Surveys 328
article thumbnail

29 leaders share the best ways to increase customer lifetime value

Callminer

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

article thumbnail

Amazing Business Radio: Deon Nicholas

Shep Hyken

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.

article thumbnail

Leveraging Data Analytics to Optimize the Customer Experience

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!

article thumbnail

Adjusting Strategies in the New Normal

Contact Center Pipeline

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.

article thumbnail

Join Us for Knowledge Fest and Hear From Leaders Shaping the Future of Work

Guru

Remote work measures that were supposed to be temporary are getting weaved into office policies. People are moving away from physical office spaces and adapting to more asynchronous ways of communicating and working.

99
article thumbnail

Best Practices For A Powerful Professional Network: Part 3

CCNG

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

article thumbnail

AI is just opinions written in code! Have you built in AI Ignorance?

Beyond Philosophy

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.

article thumbnail

Create Engaging Scenario-Based Training on ANY Budget

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.

article thumbnail

25 top sales methodologies and best practices

Callminer

Read this post to learn tips and best practices for adopting an innovative sales methodology

article thumbnail

Different is Better Than Better

Shep Hyken

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. .

Banking 103
article thumbnail

The Risks, Consequences, and Solutions to Attrition

Contact Center Pipeline

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

article thumbnail

Ready to Solve Your Most Pressing Problems at Work?

Guru

You know that there are going to be rough days at work. You and your team have no issue rolling with the punches as they come, but you didn’t expect to step into the ring with a prizefighter. knowledge management

article thumbnail

2021 State of Customer Service Experience Report

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.

article thumbnail

What’s More Important, Speed To Lead vs. Contact Rate?

AnomalySquared

As previously featured in My Mortgage Mindset

97
article thumbnail

The implications of the Long Tail in todays environment

Beyond Philosophy

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.

article thumbnail

22 healthcare professionals share considerations for patient satisfaction surveys

Callminer

Read this post to learn about improving patient satisfaction surveys and the overall patient experience