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.

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How to Prevent Miscommunication?

BEN BITVINSKAS

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

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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!

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

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

What’s behind the 2021 M&A boom for conversation analytics (and how to navigate it successfully)

Callminer

CallMiner, CTO, Jeff Gallino, unpacks the recent M&A activity around conversation analytics, answering “why now?” and providing input for how to navigate this complex landscape

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.

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.

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.

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.

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.

CCNG 195

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.

Three ways Workforce Management (WFM) can reduce

Puzzel

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.”

Should Customer Marketing Align with Customer Success?

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Download the free ebook now!

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. .

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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

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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?

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.

Why Product Led Growth is a Customer Success Responsibility

Product Led Growth is fast become a leading business driver in the SaaS world. Find out why your organization should be implementing a product-led growth strategy today, and why customer success should lead it. Download this eBook to learn more!

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.

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.

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.

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

How Self-Service Can Drive Down Costs and Improve CX

Best-selling author and customer experience thought leader Blake Morgan has created a new ebook on why offering self-service should be your focus. Self-service can improve customer experience and simultaneously drive down costs.

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 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.

10 Advantages of Cloud Recording

OrecX

You have two primary options for recording your customer conversations today - premise and cloud. Premise recording stores your recordings in-house on physical servers at your locations. Cloud recording stores your calls on the web on secure servers hosted by cloud providers.

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.

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.

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.

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

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Best in Class Versus Best in Industry

Shep Hyken

Here is an interesting idea. Most businesses are competitive. They want to be better than their competition. Sometimes they try to out-service their competition. Sometimes they lower their prices to beat their competition. The point is that they are only looking at the competition.