March, 2022

Serve the Customer as They Want to be Served!

CCNG

?Those working in the call center industry find themselves in an interesting situation. There is a lot of pressure to contain costs and standardize the support being provided, but we are not in a “One Size Fits All” business.

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The Number One Customer Service Strategy

Shep Hyken

We just released our annual customer service research where we surveyed more than 1,000 consumers and asked what customer service experiences are most likely to cause you to come back. The top answers belong together: helpful and friendly. . That seems pretty simple.

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How This Incredibly Simple Formula Will Truly Make Customers Say WOW

Beyond Philosophy

Serendipity is a pleasant thing. The feeling that you have been lucky, that the gods are smiling upon you, that fate has dealt you a good hand, is a good one, bound to increase your happiness and satisfaction. It feels like magic.

Working on Workforce Issues

Contact Center Pipeline

It is a good news/troubling news story for contact centers. How they and their supplier partners plan and respond will help determine how well the industry succeeds in the post-COVID-19 pandemic “new normal” era.

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!

Stop Screaming at Me!

Myra Golden Media

Imagine your next phone call is from an angry, irate customer, and you’ve only got a few seconds to gain control. Are you 100% confident you can handle it? If not, I’ve got the perfect program for you. . Simply follow this link now to see what it's all about. Customer Experience Design

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The Supervisor Cadence – Does It Drive the Wrong Behavior?

CCNG

Over the last couple of years, I have noticed the word “cadence” come up frequently within the work-at-home leadership vocabulary as part of how to manage front-line agents.

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The Supervisor Cadence – Does It Drive the Wrong Behavior?

Virtual Live Labs

Over the last couple of years, I have noticed the word “cadence” come up frequently within the work-at-home leadership vocabulary as part of how to manage front-line agents.

Inflation is Going to Kill My Customer Experience. What Do I Do?

Beyond Philosophy

In the late 1970s, we had a 25 percent inflation rate. It was astronomical. Lately, in some of my experiences as a consumer, I feel a sense of Deja vu. Inflation is everywhere, from the gas pump to groceries to cars and real estate. Inflation is also problematic for businesses.

Is the Picture Bright for Video?

Contact Center Pipeline

Video has long had promise in the contact center by providing information-rich and personal face-to-face interactions between individuals. But it took the COVID-19 pandemic to bring video to the fore.

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.

Let Me Teach You Empathy

Myra Golden Media

I started offering my courses through LinkedIn Learning six years ago. Since then, more than 2 million people have taken my classes on LinkedIn Learning. I’m writing today to tell you how you can take one of my courses at no cost on LinkedIn!

Do you need a call recorder or a recording engine?

Callminer

Which came first, the call recorder or the recording engine? Honestly, it doesn't matter as they serve to very different use cases. Read more about each in this new blog

Listen, Learn, Laugh – The Contact Center Show

CCNG

Almost 20 years ago, while speaking at a contact center conference, I had the opportunity to meet Amas Tenumah. We were both much younger (him more than me), but we quickly learned we were both leading contact centers for large companies.

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We Ate the Dog Food!

TechSee

Well, not literally. It’s an expression used when employees, especially leadership, actually use their own products or services the same way a customer would. Here at TechSee we regularly eat dog food for quality assurance, but also because it’s fun and we really like using our products.

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.

Forget Everything You Think You Know. This is How to Create Loyal Customers

Beyond Philosophy

People ask me a lot if there is a difference between experiences and creating customer loyalty when you are a business-to-business (B2B) organization as opposed to a business-to-customer (B2C) one. The short answer is there isn’t.

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Making Delight Intentional

Contact Center Pipeline

Contact centers have traditionally focused on solving problems and handling questions. Efficiency has been the watchword. But new research suggests that spending a little more time on the phone or chat may provide big payoffs in terms of revenue, word of mouth (WOM) marketing, and margins.

Never, Never, Never Be Late

Shep Hyken

Never being late … that’s not realistic. It’s going to happen. It’s not a question of if. It’s when. . But you might say, “It’s not my fault!” And maybe it’s not. For example, you may be driving to a lunch meeting, and a car accident shuts down the highway making you.

4 steps to improving the patient journey

Callminer

As patients take a more proactive role in choosing their healthcare providers and seeking out high-quality services, understanding the patient journey is increasingly important. Read more

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.

The One With All the Gold Dust

CCNG

I had the opportunity to sit down with customer service keynote speaker and fount of customer service wisdom, Gavin Scott, on an episode of CX Passport. Using storytelling and wisdom, Gavin shares his gold dust for customer experience and customer service throughout the episode.

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Customer Self-Service: Pros, Cons, Examples

TechSee

Let’s start with the bottom line – keeping customers satisfied is the key to a successful and profitable business. Customer experience and engagement are not buzzwords – they are solid performance indicators that continue to gain traction and are a top priority for businesses.

How This Incredibly Simple Formula Will Truly Make Customers Say WOW!

Beyond Philosophy

Ever been channel surfing and see a movie playing on broadcast that you own in your digital personal library and been unexpectedly delighted?

Overcoming CX Labor Obstacles

Contact Center Pipeline

In restaurant and shop windows across every North American city hastily handwritten signs are appearing saying “The whole world is short-staffed. Please be kind to those who show up.”

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.

Call Recorder or Recording Engine? Which do you Need?

OrecX

It's like the chicken and the egg - which came first: the call recorder or the recording engine? Honestly, it doesn't matter because they are not necessarily inextricably linked, as they serve to very different use cases.

Technical basics series: From Python to Haskell

Callminer

Haskell is a big functional language. Instead of laying out the language systematically, the CallMiner Research Lab starts with the parts most similar to Python and expands outwards

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3 Strategies to Reduce Work-at-Home Employee Attrition

CCNG

According to a recent McKinsey poll , the top three factors employees cited as reasons for quitting were: 1) They didn’t feel valued by their organizations (54 percent), 2) they didn’t feel valued by their managers (52 percent), and 3) they didn’t feel a sense of belonging at work (51 percent).

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Customer Advisory Boards (CABs): Frequently Asked Questions

PeopleMetrics

Customer advisory boards (CABs) can be a powerful tool in your organization's arsenal. They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight.

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.

Critical Skill: Learn How to Recognize When People Have Made a Decision

Beyond Philosophy

It is essential to recognize when your customer decides to buy from you (or doesn’t). Once you identify when that happens, you can design an appropriate environment to get customers to decide to do what you want. .

The Future of Contact Centers?

Contact Center Pipeline

Despite their increasingly important role in attracting and retaining customers and revenues, contact centers continue to face high agent turnover.

5 Essential Features for Customer Service Success

Kayako

ECommerce is growing like wildfire, offering exciting business insights via analytics and data. Sometimes it is easy to forget that there are people on the other end of the transaction. No matter how much information companies provide before the sale, most customers will still need help.