October, 2021

5 Rules That Absolutely Build Customer Loyalty

Beyond Philosophy

Loyalty is one of the most overused phrases in business today. To most companies, it invariably means “customers give us all their money.” ” But that is not what loyalty is. So, today we’re going to talk about the five rules that will build customer loyalty.

Should We Expect WOW Service?

Steve DiGioia

I dropped my car off at the dealership the other day for a minor repair. I didn’t know what to expect since this is my first time using them. Two hours later I got the call that it was ready to be picked up. How wonderful this was. The repair was done quickly and soon I’d “be back on the road”.

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Turning Lessons from the Past into a Blueprint for the Future-Proofed Contact Center

Contact Center Pipeline

In 1918, calls were coming in faster than customer service workers could manage. A global pandemic was driving people to rely on technology instead of interacting face-to-face. That increased reliance on technology placed an extraordinary burden on the shoulders of customer service workers.

Customer Service Week Day 3!

Myra Golden Media

Oh, wow! Day 3 of Customer Service Week was fun! I shared ten super-energizers that are fantastic for Customer Service Week and beyond! If you missed the live event, no worries. We’ve got you covered with the replay below. Join us at 9am ET tomorrow live! Customer Experience Design

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

2020 - The Year (NOT!) Everything Changed

CCNG

We’ve all heard how 2020 is the year everything changed. Well, what if a story about a Tex-Mex restaurant in Dallas highlights how NOT everything changed?

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More Trending

Is Customer Experience Dying? The Pioneers of CX Discuss

Beyond Philosophy

Is Customer Experience dying? Maybe it is. At the very least, Customer Experience is dying as we know it.

Be the Customer

Bill Quiseng

As a customer service professional, you have been told by your supervisor to interact with all customers as if they are the customer persona. Of course, it is easier to have one of your customer personas. A persona is the general image of customer personalities.

How to Leverage the Power of an Older and Younger Workforce (and Why You Should)

Contact Center Pipeline

Everyone knows the workplace is now dominated by millennials, with Generation Z close at their heels. But that doesn’t mean baby boomers (or Generation X employees, for that matter) are leaving anytime soon.

Customer Service Week Surprise From Salesforce – Unboxing!

Myra Golden Media

My son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here. servicetrailblazers #customerserviceweek [link]. Oh, my gosh! This is amazing! . Customer Experience Design

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

Evaluating Your Contact Center Disciplines

CCNG

Every contact center or customer experience leader comes to that fork in the road where you have to conduct a self-assessment with that perennial question “How good are we?”

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Job Seekers Must Remember This – Tip #35

Steve DiGioia

The only reason a business hires someone is that they have a job that needs to be done and they need someone to do it. If they hire you, you get paid for your efforts. You are not promised lifetime employment, nor do you need to offer it to them.

5 Rules That Absolutely Build Customer Loyalty

Beyond Philosophy

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science.

HVAC Answering Service Benefits

Ashley Flores

HVAC companies are the superheroes we never knew we needed. Whether doing a routine maintenance check or answering a desperate call in the middle of the night, they are essential

Should Customer Marketing Align with Customer Success?

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Download the free ebook now!

Boosting Business Prospects with the Physical Multichannel

Contact Center Pipeline

The closure of non-essential shops, remote working and online social gatherings has been the norm for over a year.

Actually Useful Telephone Advice

Myra Golden Media

Several people have written in looking for help to improve the friendliness factor in phone calls. They reach out to me because they’ve gotten feedback or a warning from a supervisor that if they don’t turn things around, their jobs could be in jeopardy.

How to Train Your Call Center Agents to Exercise Empathy

Fonolo

Emotional intelligence has always been a hot topic in the customer service world.

25 ways to improve call center efficiency

Callminer

Read this blog for tips on how to increase call center efficiency and improve your business's image in the eyes of your customers

Why Product Led Growth is a Customer Success Responsibility

Product Led Growth is fast become a leading business driver in the SaaS world. Find out why your organization should be implementing a product-led growth strategy today, and why customer success should lead it. Download this eBook to learn more!

Is Customer Experience Dying? The Three Pioneers of The Movement Debate

Beyond Philosophy

Back in 1994, Steve Jobs introduced a concept at an Apple conference: that the design of their products should begin at the desired Customer Experience and work backward from there.

BPO Call Center: 6 Questions & How-To Implement

Shannon Keown

BPO is a common acronym in the call center world. It stands for business process outsourcing, a term used to describe the hiring of a third-party to complete a business operation

Record it All: Unlocking the Value Within Voice Data

Contact Center Pipeline

There are more ways than ever for customers to interact with a company—from chatbots to text, email and even social media. But despite the rise of new digital communication channels, voice still reigns as king when it comes to sales and customer support.

What do you do when a customer threatens self-harm?

Myra Golden Media

People in my workshops ask, “What do I say when a customer threatens suicide?” ” Customers in distress are stressful for customer support teams. When customers threaten self-harm or harm to others, they’ve taken the interaction outside the boundary of sincere conversation.

How Self-Service Can Drive Down Costs and Improve CX

Best-selling author and customer experience thought leader Blake Morgan has created a new ebook on why offering self-service should be your focus. Self-service can improve customer experience and simultaneously drive down costs.

3 Tips to Reduce Cost Per Contact in the Call Center

Fonolo

When it comes to keeping a pulse on the health of your contact center, cost per contact can be a very handy tool.

How much AI is ‘real’ in CallMiner? All of it.

Callminer

The question should be, “does one company do that better or more powerfully than the competition?” For CallMiner, our solution, with a logical blend of AI and heuristics, is the best on the market

Big Controversy: Should We Stop All Certification Now? Join the Debate…

Beyond Philosophy

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Some might say it is because of COVID, but I don’t think so. .

How to Improve Brand Reputation with a Telephone

Chris Fain

Telephone answering services do more than answer calls. At least, they should. When an agent answers a call, you want them to be an extension of your business. A good agent answers any questions that come in the way you prefer

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Looking Good: An Amateur’s Guide to Zoom Success

Contact Center Pipeline

I am taking liberties with Zoom’s brand name, as it appears that the masses use the word Zoom as a noun, referring to video meetings in general. This is true even when using Teams, Skype, Webex, etc., and so it shall be here. We have all spent an enormous amount of time in Zoom meetings […].

Customer Service Week Day 4!

Myra Golden Media

I seriously love this week! Today in my session, I focused on helping customer service leaders nurture themselves. And then, in the afternoon, my son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here.

What Soft Skills are Important in a Call Center?

Fonolo

Call center agents do much more than answer the phone. To achieve their performance goals , agents must be excellent problem solvers, expert rapport builders, and highly empathetic to the challenges of their customers. That’s why soft skills are so important in this line of work.