Myra Golden Media
FEBRUARY 4, 2023
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.
Callminer
FEBRUARY 13, 2023
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
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CCNG
FEBRUARY 22, 2023
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.
Lumoa
FEBRUARY 7, 2023
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.
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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.
Contact Center Pipeline
FEBRUARY 23, 2023
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.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
LiveVox
FEBRUARY 23, 2023
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.
Nicereply
FEBRUARY 8, 2023
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.
Myra Golden Media
FEBRUARY 12, 2023
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.
HelpCrunch
FEBRUARY 14, 2023
Chatbots become regular virtual assistant tools that businesses across a variety of industries adopt.
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.
ShepHyken
FEBRUARY 14, 2023
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.
Beyond Philosophy
FEBRUARY 11, 2023
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.
Lumoa
FEBRUARY 9, 2023
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.
Contact Center Pipeline
FEBRUARY 7, 2023
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.
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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.
Myra Golden Media
FEBRUARY 25, 2023
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!
CCNG
FEBRUARY 15, 2023
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.
ShepHyken
FEBRUARY 7, 2023
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.
Beyond Philosophy
FEBRUARY 18, 2023
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.
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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.
Callminer
FEBRUARY 15, 2023
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
Contact Center Pipeline
FEBRUARY 9, 2023
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.
Myra Golden Media
FEBRUARY 10, 2023
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.
CCNG
FEBRUARY 8, 2023
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.
Advertiser: ZoomInfo
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?
ShepHyken
FEBRUARY 28, 2023
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?
Beyond Philosophy
FEBRUARY 23, 2023
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?”
Callminer
FEBRUARY 5, 2023
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
Toister Performance Solutions
FEBRUARY 16, 2023
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.
Advertiser: ZoomInfo
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.
Myra Golden Media
FEBRUARY 18, 2023
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.
CCNG
FEBRUARY 1, 2023
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.
ShepHyken
FEBRUARY 6, 2023
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.
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