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.
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.
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.
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.
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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.
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
Guru
JULY 14, 2022
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.
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: 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.
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
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.
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!
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.
Guru
JULY 21, 2022
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.
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: 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.
Callminer
JULY 25, 2022
Read this post to learn tips and best practices for adopting an innovative sales methodology
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. .
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
Guru
JULY 7, 2022
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
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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.
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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