September, 2021

I’ll Be Back! The Phrase We All Want Our Customers To Say

Beyond Philosophy

We all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? . I went outside my own resources to get you an answer to that question.

The Secret to Unlocking Service Excellence Is Data

Contact Center Pipeline

We know as consumers that there’s a certain feeling and satisfaction you get after having a really great customer service experience.

Insiders

Sign Up for our Newsletter

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

How to Prevent Miscommunication?

BEN BITVINSKAS

Learn tips and tricks for building a conversation that had a bad start

207
207

How to Celebrate Customer Service Week (3 Steps)

Myra Golden Media

Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line!

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!

The Recruitment Tsunami

CCNG

By Jason Mercer-Pottinger During a recent CCNG Town Hall I discussed with members the strategies and incentives contact centers are using to address a very challenging labor market.

CCNG 247

More Trending

Will Offering Free Products Increase My Sales?

Beyond Philosophy

One of our podcast listeners wrote to us with a problem. I am sharing it today because this problem seems like some of you could also share it. Our listener wants help convincing his team that using a free trial will help sales. We think that it might, and here’s why. .

Sales 195

Understanding the Four Stages of Customer Engagement

Contact Center Pipeline

Like most parents, I’ve been looking for ways to enrich my children’s experiences during this past year—not only to keep them from becoming bored, but to instill in them a discipline of being open to new experiences and lifelong learning and engagement.

Three ways Workforce Management (WFM) can reduce

Puzzle

Agent attrition is one of the greatest challenges contact centres face today

How to Enforce a Mask Mandate In Your Theater, Museum, Library or Store

Myra Golden Media

We thought we’d be done with COVID by now. Yet, here we are. I was supposed to be boarding a plane tomorrow to deliver the opening keynote for a large event in D.C. It’s now virtual. A workshop I’m facilitating in Tulsa in a few weeks is now online.

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

A Leadership Guide for Contact Center Supervisors

CCNG

By Casey Kostecka Contact center leaders widely agree the most important position in their organizations are frontline supervisors.

25 tips to increase customer satisfaction

Callminer

Keeping customers satisfied is more important to business success than ever before. Read this blog for 25 tips to increase customer satisfaction

182
182

Is Your Marketing Inadvertently Damaging Your Customer Focus?

Beyond Philosophy

You probably didn’t mean to do it. You were just trying to market the latest brand effort to your new and existing customer base. You were doing your job; getting the message out. Unfortunately, your marketing inadvertently damaged your customer focus.

Future-IZE your KPIs… and Your Frontline Experience!

Contact Center Pipeline

Frontline focused! To make it in the future, contact center leadership needs to get down to the business of being “frontline-focused.”

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

How to Create a Call Center IVR Script

Fonolo

When customers call your customer service line, greeting them with a friendly and easy-to-navigate interactive voice response system is a standard in call center software.

Would Customers Pay to Do Business with You?

Shep Hyken

Think about this … what if you were to charge a customer just to talk to you about what you would sell them? Or, if you own a retail store, a fee to enter the store. What would you have to do for your customers to be willing to pay for the privilege of buying your products or services?

Beyond Remote Support: 5 Ways Your Organization can use Visual Assistance

TechSee

When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center.

Understanding the omnichannel customer journey

Callminer

Gaining an understanding of the omnichannel customer journey can make it easier to harmonize your marketing and customer service efforts across channels. Read this blog to learn more

Customer Perceptions of the Community Experience

Customer experience expectations are ever-changing so understanding what they are is crucial to the success of your brand. Get a copy of the free report from Vanilla Forums today to find out how customer expectations can be addressed through community and how community can affect your brand’s bottom line.

The Hidden Messages That Are Killing Your Culture Without You Knowing

Beyond Philosophy

If you are like most companies, you probably think that you put the customer at the center of everything you do. But do you? There are some critical things that the most customer centric companies do differently than the average company.

Top 5 Posts in September

Contact Center Pipeline

This month, our readers have turned their interests and attention toward topics of empathy, vision, quality programs and leaders, and how to show appreciation to our agents for the upcoming Customer Service Week in October. Here are our top 5 blog posts in September.

The Complete Guide to Call Center Management

Fonolo

Congratulations, call center manager! You’re stepping into a world full of exciting challenges, impressive individuals, and constant evolution. There’s never a dull moment in a call center with a myriad of opportunities for growth and success. Of course, all new positions come with learning curves.

Growing The Customer Success Category: Totango’s $100M Funding

Totango

Today, I’m very excited to announce that we raised $100M in a Series D funding led by Great Hill Partners with participation from our long-time investors: Pitango, Canvas, and BGV. Our “overnight success” took a decade.

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

Guru: The Ultimate Sales Partner (As Told By Chili Piper)

Guru

As an SDR, one of the main places we go to begin research on a person we’d like to reach out to is LinkedIn.

Sales 101

Nine call center initiatives to consider

Callminer

Read how top call center initiatives can boost team morale and foster a sense of achievement among your call center agents, improve call center efficiency, and more

Morale 182

How Behavioral Science Will Dramatically Increase Your Response Rates

Beyond Philosophy

Some of you may know that I also have a podcast. We’ve begun a new feature on the podcast where people write in about their problems. A podcast listener asked me how to increase the response rates to their email campaigns.

AI-Enabled Agent Assessment: Now It’s a Reality

Contact Center Pipeline

Contact center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business.

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

How Tone of Voice Affects Customer Service

Fonolo

As the old saying goes: “you can hear a smile through the phone.” It may be a bit cheesy, but it’s true.

You’re Terminated: Three Reasons Customers Will Stop Doing Business with You

Shep Hyken

One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you.

The Ultimate Guide to Small Business Customer Service

Help Scout

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. They just need to be a little more focused with their efforts.