January, 2018

Onward and Upward… Or So the Saying Goes

Contact Center Pipeline

According to thefreedictionary.com, “onward and upward” is an expression that is defined as “something that you say in order to encourage someone to forget an unpleasant experience or failure and to think about the future instead.” Ah, the future!

Are You Destined To Be CEO?

Beyond Philosophy

Popular belief has long held that oldest children are responsible, high achievers. And recent social science research indicates that this trait extends to their careers.

This Is What You Say When a Customer Cusses At You

Myra Golden Media

I cuss. A lot. But never have I dared to cuss at a person in a customer service role. And I get rather upset about lousy customer service and still manage to talk nicely to people about any issues I encounter. Some people cuss, and yell and make threats when they are angry about customer service.

Starting a Successful Chatbot Program – Infographic

Call Center Coach

Are you ready for chatbot success? This year has been coined as the year of the chatbot. Just a few short weeks ago at the Gartner Applications (App) & UX Conference in Las Vegas, attendees heard that this is the year you need to do as many POCs (Proof of Concept) as you can with AI chatbots.

Onwards and Cloudwards! Explore your options for moving towards the cloud

Hear from independent research analyst Jon Arnold and our very own Barbara Gonzalez, VP of Global Business Consulting, on this topic as they discuss the forces driving the move to the cloud and the options for businesses when change becomes mandatory.

Forget About the Wow. What Should You Fix NOW?

360Connext

Customer experience repair and improvement can be completely overwhelming! There are so many areas to tackle. Those surveys don’t develop and send themselves. Then you simply must understand the journey by undertaking a robust customer journey mapping process.

Five Customer Service Must-Do’s For 2018

ShepHyken

Over the last few weeks, I’ve been reading about predictions and trends for 2018. It got me thinking about the actions we must take to be competitive. Regardless of your industry, everything has changed about the way we do business.

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How We make Decisions – Prospect Theory

Beyond Philosophy

Prospect Theory is the name of the concept developed by Nobel-prize winning professor Daniel Kahneman and Amos Tversky, who were the “Godfathers of modern decision science.” It describes the hidden influences that exist that drive our behavior—and they aren’t what you think.

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The “Feel, Felt, Found” Method for Empathy

Myra Golden Media

Today I’m going to show you how to use the Feel, Felt, Found method to express empathy to your customers. What’s great about the Feel, Felt, Found Method, is, it gives you the perfect response when you can’t give the customer exactly what they want.

Infographic – Examples of Nudge Theory

Peter Lavers

Every marketer has at some point wondered “why won’t my customers behave like I want them to?!” ” Educators as well about their students!

Scheduling in the Gig Economy

Aspect

In 50 cities across the U.S., Amazon is supplementing their USPS deliveries at times of peak demand using drivers contracting directly with Amazon in a program called Amazon Flex.

The Customer Service Gap

ShepHyken

I’ve written about the customer service gap before. The first version referred to the gap between you and your competitors. You want the gap to be wide. It means you are putting yourself further ahead of your competition and picking up market share.

Embracing Remote Work

Contact Center Pipeline

The ability to work from home continues to top the list of desired benefits for employees seeking better work-life balance. Over the past five to 10 years, technology has enabled the growth of remote work across sectors and professions, and research suggests that nearly one-third of the U.S.

Why Customers Make Strange Decisions

Beyond Philosophy

Imagine that you bought a ticket to see a play for $20. But when it’s time to go to the theatre you have lost the ticket. Would you buy another ticket for the show for $20? The reason I ask is that it is a significant economic decision and not everyone places the same value on their $20.

Three Steps to Being Confident and Prepared When Talking to Employees About a Problem

Myra Golden Media

This is you. Confident and Prepared. So, my 14-year son old got contact lenses for the first time last week. He’s struggling to get the contacts in. Every morning Warren comes downstairs to my bathroom so I can help him with his technique.

Automation in the Call Center with Robotics and Desktop Analytics

Bright Pattern

Robotics and robotic process automation (RPA) have been around a long time, but are now only just being used significantly in the call center. RPA is about improving workflow by automating common tasks and freeing live agents to do what they do best - care for customers. Companies are using RPA more and more because of its accuracy and it’s time and cost savings. Automation RPA

4 Contact Center Reports to Start Off Your Year

Fonolo

It’s going to be a big year in the world of contact center and in customer service technology. Will Avaya soar upwards, freshly unburdened from its decade of debt? Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service?

The Power of the Last and Lasting Impression

ShepHyken

People say all the time that the first impression is important. No doubt it is. Just as important, if not even more so, is the last impression, as it leaves a lasting impression. If you’ve been following my work, this concept may be familiar to you.

Coming Soon to a Contact Center Near You!

Contact Center Pipeline

The landscape for engaging with customers is changing fast. Consumers expect hyper-personalization—and they want a choice of ways to communicate with the companies with which they do business.

Troublesome Trends & Predictions for 2018

Beyond Philosophy

I am apprehensive about my industry. Having worked in Customer Experience since 2002, I may be too much of a purist. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience.

7 Things You Can Say to Gain Control with Challenging Customers

Myra Golden Media

If you find it difficult to get your customer to stop telling you the story of just how inconvenienced they were, or are, and to stop rambling on about the problem, it’s likely because the customer is stuck in the past.

27 Stats That Show What Consumers Expect from Brand Communication

West

Not long ago, grocery shopping happened solely in-store, and banking was done with the help of a human teller. But the internet, social media and mobile devices have dynamically changed this relationship, and consumers have come to expect much more from their brand communication.

When Adding Call-Backs to Your Call Center, Beware The “Free” Option

Fonolo

The call center experience is under great scrutiny from today’s consumers. There are many ways to fall short of their expectations. One surefire way of doing so is to put callers on hold. Tolerance for long wait times has been getting lower and lower.

Guest Blog: Customer Service Role … Avoid these Myths on Customer Service

ShepHyken

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. This is a great list and one you should pay attention too. – Shep Hyken.

6 Common Sense Practices to Share with Work-at-Home Agents

Contact Center Pipeline

After more than 20 years in the on-demand contact center industry, I’ve come across some great work-from-home practices. And a few not-so-good ones, too. Whatever the workstyle or workspace, an agent needs to be efficient and productive.

Great EX (Employee Ambassadorship) and CX (Customer Advocacy) Story: The Southwest Airlines Rep and the Passenger With Cancer

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport.

3 Fantastic Things About Our Online Customer Service Training

Myra Golden Media

Here’s what our current customers tell us are the three most fantastic things about our customer service eLearning. We show our three best features in this short video. Custom website and branding.

Speed is Leading Indicator of Great Customer Experiences, No Matter the Channel

inContact

When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand.

Buzzwords, De-buzzed: 7 Other Ways to (Not) Say Chatbot

Fonolo

Chatbots have earned a number of pseudonyms over the last few years. Some are accurate representations of the technology; others are just downright wrong. I mean, you wouldn’t call your customer service agent by a different name other than the one they gave you, right?

5 Top Customer Service Articles For the Week of January 29, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Top 5 Posts in January

Contact Center Pipeline

It’s not surprising that contact center predictions for 2018 accounted for two of the most popular posts in January. What other topics piqued readers’ interest?

Why Must Leaders and Their Companies Now Give More Attention (and Resources) to EX?

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world.

I spend three hours every week working “on” my business. Do you?

Myra Golden Media

I spent this afternoon in my Strategic Block. My Strategic Block, the best idea I took from the book, 12 Week Year by Brian P. Morgan and Michael Lennington, is for me to spend three hours every week “on” my business.

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CX Institute Fills Customer-Centric Transformation Gap

Customer Experience Matters

For years, Temkin Group has worked with organizations that are looking to become more customer-centric, providing guidance to the executives and teams who are responsible for driving this change. But over the last couple of years, we’ve noticed a shift in our work. It’s no longer just about providing our clients with the skills and knowledge they need to be masterful CX professionals. We are increasingly helping them train and motivate a broader group of employees. This evolution makes sense.

HOW TO BE BETTER AT PICKING UP CLUES

Victor Midgley

Often times when we think we are having a conversation with another person, what is occurring is more an illusion rather than a reality. To put it bluntly, we are often clueless to how the other person is receiving our message. So, how can you avoid falling into the “CLUELESS-ZONE?” ” Here are 10 ideas to … Continue reading "HOW TO BE BETTER AT PICKING UP CLUES

5 Top Customer Service Articles For the Week of January 22, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Contact Center Nation

Contact Center Pipeline

Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact Center, Customer Service and Customer Experience Professionals together in person and virtually.