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.

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.

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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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.

How to Calculate Your Net Promoter Score (NPS)

GetFeedback

NPS calculation formula and interpretation of data. Articles

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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?

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!

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?

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.

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.

Automation: The Contact Center’s Grocer

Contact Center Pipeline

In times of crisis, we often find heroes in the unlikeliest of places. The current COVID-19, or coronavirus, pandemic is no exception.

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.

Tea break chat with Dr Mark Hollyoake

Peter Lavers

Our friend and colleague Dr Mark Hollyoake completed his doctorate in 2020 on the hot topic of trust within B2B relationships, and interviewed Peter Lavers as part of a series of tea break chats.

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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.

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.

Management’s Ideas Are Always Better – Tip #10

Steve DiGioia

Many times, we managers think we have all the answers, that we know it all, and our way is the one correct way to do things. After all, we’re management, and our ideas are always better. But that’s not the case.

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!

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.

CCNG 195

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.

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.

Be Nice—It Doesn’t Cost You Anything

ShepHyken

What does it cost to be nice? Some would say, “Nothing.” When it comes to people interacting with people, that’s probably true. It’s a smile, a wave, a head nod or some other gesture. It’s a genuine “thank you” or another comment to share your appreciation for your customer.

The Executive's Guide to Building a Community Team

Speaker: Carrie Melissa Jones; Founder, Gather Community Consulting

Successful communities demand much more attention than most organizations predict. While organizations often launch communities with one or two key leaders and project managers, this approach rarely scales past the first few months. In a best-case scenario, it can create overwhelm for teams that scramble to keep up with relationship-nurturing, measuring their value, and creating valuable content. In a worst-case scenario, it leaves teams stretched thin and unable to create a thriving community. Community is similar to any other department in that it demands a full-time team and a knowledgeable, present community manager. In order for your community to truly thrive, you need to ensure that it's equipped with the resources necessary to succeed.

The 5 Rules of Behavioral Journey Mapping

Beyond Philosophy

We’ve recently trained some of our clients on journey mapping. During the process, I realized that there is a lot that people don’t know about it—and that they needed a few rules to help them make the most of the exercise.

What Do You Do With Deadwood Employees? – Tip #11

Steve DiGioia

Great employees are the heart and soul of any business, especially a successful one. Their efforts cannot be understated enough. But there are always one or two poor performers or “deadwood employees” – those who contribute little to the company’s success and at times undermine it.

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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.

CCNG 195

Working From Home—A Growing Necessity

Contact Center Pipeline

When you think of working from home, several benefits come to mind. The savings in both time and money to commute back and forth to work. And, if you usually eat out for lunch, you can save money by eating home-cooked meals.

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.

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.

Guest Post: 5 Lessons Your Customer Service Team Can Learn From Disney

ShepHyken

This week we feature an article by Kritagya Pandey , a content writer at CallCenterHosting. She shares tips and tricks on how to create a Disney-like customer service experience. Delivering excellent customer service is an art.

How To Make Your Experience Easy And Gain Growth

Beyond Philosophy

How to Make Your Experience Easy and Gain Growth. I hear things like this when I go into an organization: “We want to delight customers at every moment of contact.” ” I nod my head and smile, but secretly I think it sounds exhausting.