August, 2020

How to Write a Five-Star Response to a One-Star Rating or Poor Review

Contact Center Pipeline

Sometimes social media feels like the mean kids’ table in the lunchroom at middle school. Everybody’s talking dirt about someone else. And once the gossip is out there, it’s hard to get your reputation back! Wretched customer service! Stylist was running 30 minutes late. When I went to put more money in the meter, they […].

Top 15 Must-Have Customer Service Skills (And How to Hone Them)

HelpCrunch

A customer service position goes way beyond fielding clients’ questions and complaints. For many people, it’s longer associated with a chatbot that gives generic answers. Despite technology development, customer service equals human interaction. And now [ … ].

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4 Ways to Bring a Human Touch to Contact Center CX

Upstream Works

The difference between good and excellent contact center CX is providing customers with a human touch. As digital channels and AI become more prevalent in contact centers, customers are looking for more in their experiences with human agents, something they can’t receive from bots and self-service channels — a sense of humanity, empathy and having their feelings and frustrations validated. This becomes especially important during times of crisis.

Guest Post: How to Enhance Customer Experience Through Change

ShepHyken

This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Reviews Completed on Your Phone Are More Emotional

Beyond Philosophy

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior.

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Applying Lessons Learned During this Pandemic to Next Level Customer Care 

CCNG

During a recent member town hall Pam Plyler of The Northridge Group led a discussion around the changes and successes contact center leaders have shared with her as they decide how to return to customer support operations.

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How to Calculate Your Net Promoter Score (NPS)

GetFeedback

NPS calculation formula and interpretation of data. Articles

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Address the Argument the Right Way

Steve DiGioia

Always address the point of the argument, NOT, the emotions attached to it. Example: John is upset that his suggestions for improvements to an upcoming project weren’t adopted, so he vents his frustrations about being overlooked or undervalued.

Be a Professional

ShepHyken

What is a professional? Is it the opposite of an amateur? In the sports world, professional athletes are paid, while amateurs are not. In my business, the title “professional keynote speaker” implies that I’m paid to speak in front of audiences.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Reviews Completed On Your Phone Are More Emotional

Beyond Philosophy

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior.

THE Covid-19 CRISIS: Do We Put Our Energy into People, Process or Technology?

Contact Center Pipeline

COVID-19 has impacted everyone’s lives in so many ways. As we all learn to navigate our way through this global crisis, there are increasing demands on our contact center agents as well as the leaders who support them.

3 Best Practices for Remote and On-Premise Agent Support

CCNG

Kathryn Jackson recently talked with CCNG members during a Town Hall working through new challenges associated with COVID changes shifting to remote workers.

Multiexperience: Where the customer journey and employee journey converge

TechSee

We are living in the experience economy. Success is no longer simply about the goods or services a company provides; rather, it’s about how those products provide a positive, engaging experience. Companies have taken note.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

You NEED To – Tip #13

Steve DiGioia

Respect, decency, and courtesy are foundational measures of society. A heavy-handed approach without caring for the feelings of another is a sure way to lose a friend. And it’s even worse when done to a customer.

How to Avoid Roadblocks to Great Customer Service

ShepHyken

What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? Is it people who aren’t properly trained or don’t have the right people skills? It’s easy to ask yourself these questions and self-diagnose your organization, but have you ever asked your people? That’s exactly what my friend and client, Diane Kniowski, did. Diane is president and regional general manager at Univision.

How to Make Your Experience Easy and Gain Growth

Beyond Philosophy

Do you know what annoys me? When I go into an organization, and they say their goal is to delight customers at every moment of contact. Honestly, it sounds exhausting, for both the team and your customers. After all, how much joy do you need to buy paper towels? Another area exists to channel all that enthusiasm instead. There is a significant connection between successful Customer Experiences and the amount of effort they require from customers.

The New CX Imperative: Serving the Values-Based Consumer with a Heaping Helping of Digital Empathy

Contact Center Pipeline

There’s a lot of talk about the values-based consumer today—the preference for brands that do business in ethically positive ways or take a stand on moral issues. Winning over these consumers takes more than launching a Save-the-Whales drive or sending a team to the annual charity 5k.

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Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Supporting Your Agents: Work From Loneliness

CCNG

The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. It has led to a rapid and global shift of moving contact center agents and supervisors to a work at home model. During May 2020, 5th Talent International delivered a survey to more than 4,000 agents and supervisors across 7 countries. The findings provide unexpected insight into the point of view of the work at home employee.

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Customer Experience Indexes: Modern Thinking

ClearAction

Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? To paint a concise picture of growth strength. An index is like an executive summary of your voice of the customer research. It says: overall, our propensity to grow is increasing or decreasing.

According to Steve #4 – I Can Do Without

Steve DiGioia

People tell us that we should “love” this or that. Well, that’s their opinion. I like to make my own assessment based on my impression of a situation. Example: You’re trying on a suit and the salesperson says, “That suit looks great on you, it’s just your style”.

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What Are You Grateful For?

ShepHyken

I depart from my typical customer service articles to write something that falls into the motivational category. I was on a Zoom meeting with some of my colleagues in the speaking profession.

The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

5 New Rules Guaranteed to Build Trust

Beyond Philosophy

5 New Rules Guaranteed to Build Trust. A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science.

Outbound Call Centers: Finding the Right Mix of Tools, Processes and People

Contact Center Pipeline

Selling a product or service over the phone isn’t easy—ask anyone who’s ever done it for a living. But businesses of all types and sizes rely on outbound calling to generate sales and drive revenue.

Dealing with WFH Agent Loneliness

CCNG

The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. It has led to a rapid and global shift of moving contact center agents and supervisors to a work at home model. During May 2020, 5th Talent International delivered a survey to more than 4,000 agents and supervisors across 7 countries. The findings provide unexpected insight into the point of view of the work at home employee.

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Contactless and effortless – service excellence in the new normal

TechSee

In the age of social distancing, is contact the new dirty word? With COVID-19 on everyone’s mind, it certainly seems that way. The new normal has companies seeking alternative methods of serving their customers without direct person-to-person contact.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Resilience – Tip #12

Steve DiGioia

For decades, stress was viewed as bad and damaging. Then we began to see the power of resilience as an accelerator in our lives. Whether you are coping with adversity, bouncing back from setbacks, or leading through uncertainty, these experiences can make you stronger.

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Guest Post: 5 Inevitable Tips That Can Ensure a Superb Customer Experience

ShepHyken

This week we feature an article by Rakshit Hirapara , a content marketer at PeddleWeb. He writes about the importance of ensuring a positive customer experience, especially during a world crisis. The customer experience (also referred to as CX) seems like a simple concept.

Focalism: The Reason You Sometimes Make The Wrong Decision

Beyond Philosophy

Many decisions that we make in life are subjective, without a “right answer.” ” We weigh the benefits and drawbacks and make the best choice we can based on the information we have.