February, 2023

article thumbnail

5 Effective Call Control Strategies for Contact Center Agents

Myra Golden Media

Controlling phone calls; getting your average handle time down, known as AHT, comes down to emotional intelligence. You must understand your customer’s experience and relay that understanding to them. Knowing how they feel and how they see things is crucial.

article thumbnail

Manual QA in a conversation intelligence program

Callminer

In recent years, QA has evolved with the increased sophistication of conversation intelligence technology. Read this blog to learn how CallMiner supports every type of quality management journey

Insiders

Sign Up for our Newsletter

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

article thumbnail

What Can Contact Center Leaders Learn from Teaching Kindness to Improve Medicare Star Rating Numbers

CCNG

Recent adjustments to the Medicare star rating system have had a negative impact on countless insurers, hospitals, and care providers. Entities that provide Medicare Advantage Plans have been hit particularly hard, as the adjustments may have dropped their star ratings from five to four stars.

CCNG 195
article thumbnail

What is Voice of the Customer? [+ how to get data analysis]?

Lumoa

With all relationships, taking the time to listen is crucial to its success. Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction.

Feedback 169
article thumbnail

How to Build an AI-Powered Contact Center as a Service Platform

Trusted by over 750 customers across industries, the LinkLive AI -Powered Contact Center platform empowers businesses to deliver trusted experiences through voice, video, chat, secure email, and more channels.

article thumbnail

Meet Your Future Contact Center Superstar

Contact Center Pipeline

As a customer service expert, you’ll always have age-old problems to solve, like attracting and retaining customers, shipping issues, disgruntled shoppers, and burned out call center staff.

More Trending

article thumbnail

Is It (Past) Time to Review Your Contact Center BCDR Plan?

LiveVox

Developing and maintaining a comprehensive business continuity and disaster recovery (BCDR) plan is a demanding and resource-intensive activity. It’s easy to see why so many businesses adopt a “set it and forget it” approach to disaster recovery.

article thumbnail

6 Ways to Make Your Customers Happy Over the Phone

Nicereply

People who are unhappy or who need help want a solution as quickly as possible, and a phone call is typically the way to make that happen. Most customer service communication happens over the phone. It’s both more immediate and more personal than email exchanges, and results typically come faster.

article thumbnail

How to Coach the 5 Most Underutilized Soft Skills

Myra Golden Media

What are the most critical soft skills for agents to get right? And how do you coach them? Whether you work in sales, customer service, or collections, agents must present strong emotional intelligence skills to make the most of each conversation and achieve their desired outcomes.

Coaching 156
article thumbnail

Top 18 Chatbot Use Cases to Improve Your Business Performance

HelpCrunch

Chatbots become regular virtual assistant tools that businesses across a variety of industries adopt.

article thumbnail

Brain Fog HQ: Memory Enhancement Techniques for Professional Development

Speaker: Chester Santos – Author, International Keynote Speaker, Executive Coach, Corporate Trainer, Memory Expert, U.S. Memory Champion

In this entertaining and interactive presentation, Chester Santos, "The International Man of Memory," will assist you in developing life-changing skills that will greatly enhance your professional development and lifelong learning.

article thumbnail

What Company Do You Admire Most??

ShepHyken

Do you remember being asked, “What do you want to be when you grow up?” When you’re a child, the typical answers are aspirational, such as being a doctor, a fireman, a superhero, an athlete, and more. I have a grown-up version of this question. It’s not about what you want to be.

article thumbnail

Bad mistake! Is too much choice responsible for destroying my revenue?

Beyond Philosophy

How long does it take to choose a craft beer at a big box liquor store? Four hours. That’s what it felt like anyway. Why did it feel so long? Too many choices. In fact, when I was done, I needed a beer to recover from the exercise of choosing a beer.

Surveys 284
article thumbnail

A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues.

article thumbnail

Why Customers Must Be Allowed to Speak to Your Company

Contact Center Pipeline

One of the best, most insightful articles on customer service I’ve read in some time – one that pinpoints the inherent conflict or dialectic between investing in excellent customer service and keeping costs low and prices attractive to customers – appeared in Vox.

article thumbnail

The 2023 Customer Experience Management Value Index

Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.

article thumbnail

Curious about the ingredients in my workshops?

Myra Golden Media

Curious about the ingredients in my workshops? A pinch of engagement , a dash of customization, and a whole lot of psychological tactics that build confidence for delivering bad news, controlling conversations, and de-escalating. Voila! You have the recipe for the perfect customer service workshop!

article thumbnail

Successful Customer Service is Personal

CCNG

Before the end of the year, I was looking through my library of past business books and came across an oldie but goodie, The One to One Future: Building Relationships One Customer at a Time by Peppers and Rogers.

article thumbnail

Seven Ways to Show Your Employees Some Love on Valentine’s Day

ShepHyken

If you show your employees a little love this Valentine’s Day, they will reciprocate with a little love for you, your company, and your customers.

article thumbnail

Critical issue: How to increase your price without losing Customers

Beyond Philosophy

Price increases are part of today’s business environment. Unless you live on the moon, you are experiencing them from your suppliers, too, and will pass those on to your customers also.

Surveys 221
article thumbnail

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

article thumbnail

Everything you need to know about brand experience

Callminer

How consumers feel about your brand has a powerful influence on the success of your business. This blog provides best practices and insights into driving a positive brand experience

article thumbnail

Continuity Starts with the Carrier

Contact Center Pipeline

When it comes to contact center business continuity and disaster recovery (BC/DR), and cloud migratory challenges, one voice has been notably absent from the conversation: the telecom carrier.

article thumbnail

5 Ways to Get Your AHT (Average Handle Time) Down

Myra Golden Media

One of the biggest challenges for contact center representatives is controlling conversations and guiding customers to the next steps and off the phone. This is particularly difficult when you give bad news or deny a request.

article thumbnail

Achieving a Service Level of 90% with a Brand New Remote Contact Center in Less than 120 Days

CCNG

Jason Mercer-Pottinger was given a seemingly impossible task; take over a Tier 1 contact center from a 3rd-party BPO with no trainers, no supervisors, and no experienced agents while at the same time decreasing costs and improving quality. And do it all in 120 days.

CCNG 195
article thumbnail

The ABM Benchmark Survey

ABM gets better with age — but unfortunately, marketers don't have the luxury of pouring it into an oak barrel for a couple decades to let it mature. It’s clear there’s a maturity gap in ABM strategies, so how can marketers start closing it?

article thumbnail

Eliminate the Trust Gap: Six Ways to Create Trust with Your Customers and Employees

ShepHyken

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? This is opinion.) Do your customers trust you?

article thumbnail

Critical Issue: How to Increase Your Price Without Losing Customers

Beyond Philosophy

Alan Flower is in a pickle, and he came to us for help on a recent podcast. Flower asks, “How can I increase prices and not lose customers?”

Education 195
article thumbnail

Four need-to-know CX trends for financial services firms in 2023

Callminer

Today's financial services organizations face an entirely new set of CX challenges. Read this blog to learn how customer feedback data can be the key to transforming experiences

Feedback 182
article thumbnail

Three ways to build better rapport with customers

Toister Performance Solutions

You've seen the half-hearted attempts at rapport. Employees say "welcome" with the enthusiasm of gray paint. They use your name like they're working through a checklist. They are.) It feels so transactional. Rapport is essential to customer service. But here's the kicker—it has to be authentic.

article thumbnail

Marketing-Led COVID-19 Growth Strategies: 2022 and Beyond

More than two years in, COVID-19 is far from over. Businesses are tasked with beating pre-COVID numbers, making marketing crucial. This is your time to create brand awareness, bring in the best leads, and play a vital role in new and existing profit.

article thumbnail

Control Call Center Calls by Asking 3 Closed Ended Questions

Myra Golden Media

To politely control calls, ask your caller three closed-ended questions, back-to-back. I learned this tactic from a former trainer of law enforcement. The Trainer helped police officers assert their authority and maintain control by having them ask people three questions during traffic stops. Watch my video to learn how to confidently guide callers to the next steps by asking three closed-ended questions back-to-back. For more help with call control, check out my De-escalation Academy.

article thumbnail

The Hiring Game Has Changed: Strategies for Solving Staffing Issues

CCNG

While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service issues. According to a study by Cornell University , 87% of call center employees report high job stress levels.

CCNG 195
article thumbnail

Amazing Business Radio: Scot Pickerill

ShepHyken

Top Takeaways: Continuous improvement means identifying friction points and reaching out to every department involved in the process to develop a plan to correct the issue and keep it from happening in the future.

Banking 317