May, 2022

Call Center Metrics that Matter

LiveVox

The call center is the hub of customer service in a company. That means that expectations for agent performance are high. Customers are calling in for a variety of issues or general queries and want to be treated well. If they have a poor experience then they are very likely to go elsewhere.

Mistakes to Avoid When Selecting a CS Platform: Not Thinking of Customer Success as a Team Sport

Totango

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform.

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68 Customer Support Email Address Name Ideas

CX Accelerator

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. If you have to, this means you have a problem or an unanswered question. You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs.

2022 Challenges and Priorities Survey: A Triple Whammy of Challenges!

Contact Center Pipeline

Welcome to the seventh annual challenges and priorities survey results. Last year was “a year like no other;” we couldn’t envision the next 12 months.

The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

The Future of Contact Centers is Enriching Human Interactions. Are You Prepared?

Beyond Philosophy

The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense.

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10 Smart Ways to Cater to Your Local Customers

Steve DiGioia

You may work for a giant worldwide conglomerate that maintains a core set of values, standards, and practices, but can each of these standards be maintained in every venue? Well, if you’re the Ritz Carlton or McDonald’s , you can.

Best Practices For A Powerful Professional Network

CCNG

The pace is faster today. Decisions are bigger. Where are you getting reliable insight and answers? We often say that the most powerful-- and underutilized-- tool in the contact center is your professional network.

What is your recommendation on how often to apologize and what to apologize for?

Myra Golden Media

Here’s a smart question from Trisha, one of my email subscribers. I work with a team that provides email support. I have seen a trend that I’m not sure how to address. When de-escalating through email, they often apologize two to four times within a single interaction.

Create a Culture of Accessibility

Contact Center Pipeline

Since the passage of the Americans with Disabilities Act (ADA) in 1990, employers, like contact centers, (known as “covered entities” under the law), have scrambled to understand how the act applies to them. Overwhelmingly, organizations have taken a reactive approach to the ADA.

Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

Do Your Customers Trust You? Here Are Four Secrets to Discover What They Really Think

Beyond Philosophy

How do you know if someone trusts you? Is it how they talk to you? How much time do they spend with you? What do they say about you when you aren’t around? We might argue the answer is D, all of the above. Plus, there are many other behaviors people have that indicate they trust you.

5 ways to be a better ally in contact centers

Callminer

Rick Britt, CallMiner's VP of AI, shares his thoughts on diversity in the contact center industry and how people can be better allies to help change the industry. Read more in his blog

5 Things Pro Wrestling Teach Us About Customer Service

Steve DiGioia

Ok, ok, so I’m a wrestling fan. So what? Maybe you are too. There are millions of us. And we watch it every week. I’ve been doing that since I was a teenager. I used to take the train from my home in Brooklyn, NY to Madison Square Garden in Manhattan each month to watch the matches in person.

RTO: 5 Reasons to Ruthlessly Prioritize during the Hybrid Work Transition

CCNG

Productivity will (and should) temporarily decline as offices reopen. As more and more offices are finally reopening and teams are transitioning to a hybrid work environment it is critical to support yourself and your teams with Ruthless Prioritization.

CCNG 195

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

Are you a CX Champ or Chump?

Myra Golden Media

We all know a few customer experience Chumps—they talk a big game but don’t actually deliver on excellent customer experience. On the other hand, CX Champs understand that customer experience is a team sport and takes a lot of different elements.

The Fine Art of Contact Center Management

Contact Center Pipeline

The five factors of Caller Tolerance. Part 2 of 2) In my January Contact Center Pipeline article, my topic was on the Art and Science of contact center management and its three driving forces: Random Call Arrival, Visible and Invisible Queue, and Caller Tolerance.

Subscription Model? Is This Really The Best Approach for Me?

Beyond Philosophy

We are in a bit of a subscription economy. You can subscribe to almost anything, anytime, anywhere. So today, I want to talk about the subscription economy, why it is so popular with customers, and the organizations that offer them. . We discussed this idea of subscriptions on a recent podcast.

Technical basics series: The singular value decomposition (SVD) 101

Callminer

Singular value decomposition (SVD) is important to data science, as it provides a ranking of features stored by a matrix. The CallMiner Research Lab team explores several SVD applications

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Drips, Bots, and Blogs: A Non-Traditional Approach to Learning Reinforcement

Speaker: Shannon Tipton, Chief Learning Officer, Learning Rebels LLC

Today's work culture requires giving people the ability to control when and where they participate in their professional development. Learn how you can provide valuable, self-directed bites of learning content (and strategies to make that content stick) in this webinar!

What is Customer Service, Really? – Tip #40

Steve DiGioia

In today’s ever-competitive marketplace, businesses are always looking for the next big thing: What’s the latest fad/trend to follow or copy? What’s the hottest social media channel to spend our time on? How can we incorporate more technology into our business?

Who Is Today's Call Center Agent?

CCNG

Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home.

I’m Answering Your De-escalation Questions Live May 5th at 11:00 am ET!

Myra Golden Media

I sourced my subscribers for the most pressing de-escalation questions, and on Thursday, May 5th at 11:00 am ET, I’m answering questions live! Meet me there? Here’s the link for my live Q & A. Customer Experience Design

Adaptability: The Skill to Thrive in Changing Times

Contact Center Pipeline

First in a three-part series on adaptability and adaptive leadership. Part 1 of 3) The world is changing at a very rapid pace. Societal demands, and workplace and family demands are also evolving. With all these changes, we also must evolve and adapt to thrive! THE FUTURE IS HUMAN”!

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & 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!

Are You Really Confused? How You Describe Yourself is Not Seen By Others

Beyond Philosophy

Many organizations are trying to figure out how to win the hearts and minds of customers. Unfortunately, they are not like to find the answers in the ways they have grouped customers in to segments.

What is a conversation intelligence platform?

Callminer

Conversation intelligence platforms can power your entire business improvement roadmap by providing your teams – from the contact center to the C-suite. Learn more in this blog

Why Customers Claim to Love Self-Service, but Still Loathe IVRs

Cyara

Designing optimal IVR journeys can help you strike a balance between call containment and CX goals. Or ganizations are transforming the customer experience (CX) in real-time.

5 Ways to Leverage WFM Software to Reduce Agent Burnout

CCNG

The life of a contact center agent isn’t easy. It involves helping customer after customer with little to no recognition for taking on a difficult issue and finding a solution.

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!

This Call May Be Transcribed for Quality Assurance

OrecX

In many organizations, call recording is a means to an end. That is, upon audio capture, recorded calls are then transcribed and mined for meaningful keywords and phrases like "mad", "unhappy", or "cancel".

Is Your Contact Center Thriving in the “New Normal”?

Contact Center Pipeline

It seems evident that many of the recent changes we’ve seen in the contact center over the last two years are very likely to continue, at least for the foreseeable future, as our “new normal.” But, even before the pandemic, organizations were being challenged by shifting workforce dynamics.

Subscription Model? Is This Really The Best Approach for Me?

Beyond Philosophy

How many streaming services do you subscribe to? How many products are on Amazon Subscription in your Prime Account? Do you subscribe to satellite radio? How about music streaming? I think you get the point. We subscribe to everything.