January, 2022

Ensuring Agent Performance and Engagement

Contact Center Pipeline

“That looks crazy!” I thought, watching a TV performer spin a plate on top of a pole. Then he added a spinning plate to a second pole, and then another spinning plate to a third pole. Suddenly, he raced back to the first pole, whose spinning plate had slowed down and begun to wobble. He […].

Top 3 departments that will be transformed by customer insights in 2022

Callminer

Think customer feedback is just for the contact center? Think again. Customer insights can be leveraged across sales, CX and product teams. Read this blog to learn how

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Customers Are Changing. Are You Ready with The Next Best Thing is Customer Strategy?

Beyond Philosophy

The late Steve Jobs said at a 1997 Apple World Worldwide Developers Conference, “You’ve got to start with the Customer Experience first and work backward towards the technology.” ” Now, in 2021, this quote couldn’t be any more pertinent than it was nearly 25 years ago.

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De-escalation Q & A Day!

Myra Golden Media

Did you miss my latest Live Q & A? You’re in luck. Here’s a replay of our conversation. 3:29 How do you deal with an angry customer because we won’t give in to their demands? 5:31 Do you have a list of negative priming words and positive priming alternatives?

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Dan Fenton & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

7 Customer Expectations and Why I Shouldn’t Have to Ask for a Napkin

Steve DiGioia

We all speak about expectations, customer expectations. They can be reasonable or extreme, and sometimes achievable or bizarre. But usually, they are appropriate. As a customer, I expect a basic minimum such as: The product or service should work as expected.

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Customer-Centric Self-Service

Contact Center Pipeline

The pandemic exposed two significant insights about the state of customer service: A poor customer experience coupled with pandemic-fueled emotions can push customers to the brink of tears; and Customers don’t have much faith in conventional self-service options.

25 of the best sales books to hone your skills in 2022

Callminer

Even with the aid of technology innovations, being a top-performing sales professional requires skill and finesse. Here are 25 of the best sales books that can help you refine your craft in 2022

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Customer Relationships Are a Waste of Time! Is This True? What Do You Think?

Beyond Philosophy

Our listeners have problems and they let us know about it. For our I’m in a Pickle feature on the podcast, Tina in New Zealand wrote to us because the engineering firm she works with thinks customer relationships are a waste of time.

Top 3 Ways to Calm Angry Customers

Myra Golden Media

I had an inspiring video meeting with a long-term client I started working with in 2018. My client is now at a new company, and she reached out for de-escalation training. It turns out I’m already working with her new company for de-escalation train-the-trainer.

2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

Do You Confirm? How Uncertainty Costs You Money

Steve DiGioia

There are 2 kinds of people. One never asks for directions. One always asks for directions (or at least is not hesitant to ask).

When It All Comes Down to Business, It’s “People First”

Bill Quiseng

For many years, there has been a stranglehold of the “Profits over People” mentality on business. Senior executives care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people.

Contact Center Pipeline Magazine: Inside Our January 2022 Issue

Contact Center Pipeline

Welcome to 2022 and the January issue of Contact Center Pipeline. I hope the new year brings much health and happiness. This is an exciting month.

Here are the most common types of customer satisfaction

Callminer

There are many ways to measure customer satisfaction. Read this blog to learn about the most common measurement types and how they impact your brand

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How to Efficiently Transform Your Customer Service Through AI

Speaker: Rana Gujral, CEO at Behavioral Signals

Automation can enhance productivity, management of volume, and leave agents with more energy to focus on meeting customers where they are. But how, exactly? Join Rana Gujral, CEO at Behavioral Signals, to learn the best ways to apply automation most efficiently.

The Critical Steps to Ensure Your Program Is Not Seen As Something Soft and Fluffy

Beyond Philosophy

One of our listeners in Finland is in a pickle. Anna wants to operationalize journey mapping to make their Customer Experience more customer centric.

Yep, Holiday Returns Will Make Customers More Difficult

Myra Golden Media

After the busy Christmas and Boxing Day shopping season, returns start. And if you’ve ever worked in retail or a contact center, you know how challenging this time of year can be.

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150+ Revealing Customer Service Statistics for 2022

Fonolo

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits.

Five Lessons On How To Personalize the Customer Experience

Shep Hyken

I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. What I share with you today is a great example of personalized and proactive communication.

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.

Taking Care of Contact Center Business

Contact Center Pipeline

The expression “taking care of business” is defined by Merriam-Webster as “to do what needs to be done.” This is a more elegant definition than I expected when I looked it up! To do what needs to be done…that says it all and is why we go to work ultimately. Isn’t it? Takin’ Care Of […].

Property Management Solutions: Visual Assistance Helps Homeowners And Tenants

TechSee

Table of Contents: The need for property management solutions. Visual assistance for property management maintenance. Benefits. TechSee’s technology. The global housing management industry is thriving and expected to grow from $15.10 billion in 2021 to $28.21 billion in 2028 at a CAGR of 9.3%

Is This The Future? Great Practical Examples of the Beginning of the Metaverse

Beyond Philosophy

By now, you have probably heard of the metaverse. If you haven’t, Fortune.com describes the metaverse as a digital universe that users access through virtual reality (VR).

Building the Right Path to Cloud

ConvergeOne

While many organizations have begun their cloud journeys, most are nowhere near complete. No matter where you happen to be in your cloud journey, it is important that you set priorities and identify optimal outcomes before advancing any further.

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.

Audio Capture Powers Automated QA & Real-Time Agent Guidance

OrecX

Contact centers and enterprises can interact and collaborate with recorded audio and associated meta data in a host of ways through real-time audio capture.

A Small but Powerful Surprise

Shep Hyken

I love a surprise. Think about the last time you received a surprise from a friend or loved one. It doesn’t even have to be a big surprise. It could be something small – just something that proves the other person was thinking about you. . Has this ever happened to you in business?

Providing Resiliency During Challenging Times

Contact Center Pipeline

During the first quarter of 2020, I recall when COVID-19 started appearing more prominent in the U.S. we as a call center weren’t sure how everything would play out.

How to build better customer relationships by following up

Inside Customer Service

Paul Harvey was on the radio in my house a lot when I was a kid. Harvey was famous for a segment called "the rest of the story" where he shared a forgotten story or little-known fact about a famous person or event. Each ended with with a surprise twist and his famous phrase, "And now you know.

The 5 Stages of Account-Based Marketing — and How to Win Them All

Successfully complete the five stages of ABM: define, identify, engage, convert, and connect. We’ll show you how to create a unified system with your sales team to help them land more qualified opportunities and connect with prospects like never before.

My Customer is So Annoying! How to Rationally Decide if the Time Has Come to Sack Them

Beyond Philosophy

We all know that feeling when you see which client is calling and you inwardly groan, What is wrong now? Some customer relationships are more difficult than others, for sure. That is to be expected in any organization. However, there are other customer relationships that have moved beyond difficult.

Introducing TethrRx: Prescriptive insights like you’ve never seen them before

Tethr

Here at Tethr, we’re committed to continuously evolving our approach to a better customer experience–both for our customers and yours.

Land your Next Customer Success Manager Job with these 3 Tips

Totango

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start.