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

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

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

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.

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.

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.

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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

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

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?”

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.

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

How to Train Your Call Center Agents to Exercise Empathy

Fonolo

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

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

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.

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.

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

LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

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

Service Is Not Servitude

Bill Quiseng

Several days ago, I was told that the counter person did not want to say, “How may I serve you?” “I’m I’m not a servant,” she said. She already had an attitude that disdained servitude. To her, servitude meant slavery, having no liberty to determine one’s own way of life.

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 […].

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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.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

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.

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

A New Reality For Customer Experiences And

Mandy Reed

Several months ago, I was part of a conversation on LinkedIn about the need for marketing to be more audience-focused than brand-focused. Immediately, a quote attributed to Theodore Roosevelt came to mind: "People don't care how much you know until they know how much you care

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.

A Recruiter’s Guide To Hiring In 2021

With vaccination rates rising, consumers spending more money, and people returning to offices, the job market is going through a period of unprecedented adjustment. As the New York Times observed, “It’s a weird moment for the American economy.” And recruiting professionals are caught in the middle. To make the most of this disruption, you need to understand the economic drivers, develop a strong strategy for unearthing valuable talent, and use the latest tech tools to get the job done. Read this guide to get your recruiting practice ready to thrive in the new normal.

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.

Customer Service Week Day 2!

Myra Golden Media

Yesterday I shared four tips for appreciating employees. While all the ideas are fantastic and easy to pull off, tip number four was the crowd favorite. Did you miss it? Watch the replay here. Today we focused on employee retention and training.

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. .