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4 Ways to Bring a Human Touch to Contact Center CX

Upstream Works

AUGUST 11, 2020

The difference between good and excellent contact center CX is providing customers with a human touch. MORE

Contact Center Personalization Self service Technology 109

Guest Post: How to Enhance Customer Experience Through Change

ShepHyken

AUGUST 21, 2020

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. MORE

Customer Experience Government Feedback Management 511

Reviews Completed On Your Phone Are More Emotional

Beyond Philosophy

AUGUST 21, 2020

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. MORE

Transportation Surveys Advertising Personalization 290

Applying Lessons Learned During this Pandemic to Next Level Customer Care 

CCNG

AUGUST 21, 2020

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. MORE

CCNG Customer Care outsourcing Contact Center 195

How to Make Your Experience Easy and Gain Growth

Beyond Philosophy

AUGUST 13, 2020

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? MORE

Customer effort Government Consulting Consulting 356

Be a Professional

ShepHyken

AUGUST 19, 2020

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. MORE

Entertainment Customer Service 259

How to Avoid Roadblocks to Great Customer Service

ShepHyken

AUGUST 5, 2020

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? MORE

Customer Service Customer Experience Management 292

Working From Home—A Growing Necessity

Contact Center Pipeline

AUGUST 25, 2020

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. MORE

At home agents Contact Center Call Center Management 170

4 Reasons to Utilise an Omnichannel Customer Experience

Call Design

AUGUST 18, 2020

With the digitalisation of the customer journey, businesses need to implement an entirely digital customer service experience. MORE

Customer Experience Chatbots Consulting Consulting 116

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

Contact Center Pipeline

AUGUST 26, 2020

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. MORE

Call Center Sales outsourcing Contact Center 170

The 5 Rules of Behavioral Journey Mapping

Beyond Philosophy

AUGUST 12, 2020

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. MORE

Journey mapping Consulting Consulting Accountability 306

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

Contact Center Pipeline

AUGUST 18, 2020

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. MORE

Technology Contact Center Call Center Management 186

Automation: The Contact Center’s Grocer

Contact Center Pipeline

AUGUST 12, 2020

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

Contact Center Virtual Agent Chatbots Technology 181

Engaging owners through feedback tools

Customercount

AUGUST 20, 2020

View or download the presentation by Lisa Kobek from CustomerCount® on why resorts should be focusing on owner engagement with feedback tools at this difficult time for the hospitality sector. The post Engaging owners through feedback tools appeared first on CustomerCount. MORE

Feedback Management 216

Multiexperience: Where the customer journey and employee journey converge

TechSee

AUGUST 26, 2020

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. MORE

Self service Multichannel Customer effort Metrics 119

Tea break chat with Dr Mark Hollyoake

Peter Lavers

AUGUST 7, 2020

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. MORE

B2B CRM Customer centricity Customer Experience 130

Dealing with WFH Agent Loneliness

CCNG

AUGUST 13, 2020

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. MORE

CCNG Contact Center Surveys Technology 195

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

Steve DiGioia

AUGUST 13, 2020

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. MORE

Morale Management 211

Supporting Your Agents: Work From Loneliness

CCNG

AUGUST 13, 2020

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. MORE

CCNG Contact Center Surveys Technology 195

Be Nice—It Doesn’t Cost You Anything

ShepHyken

AUGUST 12, 2020

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. MORE

Personalization Customer Service 257

Reviews Completed on Your Phone Are More Emotional

Beyond Philosophy

AUGUST 20, 2020

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. MORE

Marketing Transportation Surveys Advertising 625

Management’s Ideas Are Always Better – Tip #10

Steve DiGioia

AUGUST 6, 2020

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. MORE

Management Benchmark 199

Focalism: The Reason You Sometimes Make The Wrong Decision

Beyond Philosophy

AUGUST 27, 2020

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. MORE

Consulting Consulting Management Customer Experience 279

How to Calculate Your Net Promoter Score (NPS)

GetFeedback

AUGUST 23, 2020

NPS calculation formula and interpretation of data. Articles MORE

250

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

ShepHyken

AUGUST 7, 2020

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. MORE

Customer Service Personalization Feedback Surveys 228

3 Best Practices for Remote and On-Premise Agent Support

CCNG

AUGUST 18, 2020

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

Best practices CCNG Healthcare Contact Center 195

Address the Argument the Right Way

Steve DiGioia

AUGUST 17, 2020

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. MORE

Management 244

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

HelpCrunch

AUGUST 31, 2020

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 [ … ]. MORE

Chatbots Technology Customer Service 83

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

Contact Center Pipeline

AUGUST 11, 2020

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. MORE

Customer Care Feedback Contact Center Call Center 249
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      • The Insider Secret to Designing Virtual Agents that Surpass Your Competition
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      • Customer Success Needs to Grow (Up)
      • Moving to the Cloud
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      • What Do Your Employees Need to Provide Outstanding Customer Experiences?
      • Humanize Your Brand
      • Implementing Virtual Agents: Where to Start, and How to Finish
      • How a Top 25 Most Trusted Brand Handed Their CX to AI
      • IVA is the New IVR
      • 2020 Community Trends Series
      • CX Trends for Success
      • Ask the Experts: Conversational AI Automation Step-by-Step
      • 4 Strategies to Boost Agent Productivity
      • Going Digital at the Speed of Business
      • Beyond the Hype: Contact Center AI That Works
      • The Future of Contact Centers
      • Top Priorities in Customer-Centric Contact Centers
      • The Omnichannel Olympics: Transform to Perform
      • The Evolution of Support: How to Manage Customer Support In an Era of Self-help
      • Good, Better, Best: Three Ways to Calculate the ROI
      • 4 Ways AI-powered Virtual Agents Automate the Contact Center
      • Workforce Engagement Management Masterclass
      • See All 
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      • Why Is Patient Engagement Important? | Frontline Group
      • How Call Lifecycle Details Help Increase Customer Satisfaction
      • 6 Ways to Secure (More Of) a Budget for Your Customer Education Program
      • The Best Sales Forecasting Models for Weathering Your Goals
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August, 2020

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

Contact Center Pipeline

AUGUST 11, 2020

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.

Customer Care 249
More
Customer Care Feedback Contact Center Call Center 249

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

HelpCrunch

AUGUST 31, 2020

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 [ … ].

Chatbots 83
More
Chatbots Technology Customer Service 83
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4 Ways to Bring a Human Touch to Contact Center CX

Upstream Works

AUGUST 11, 2020

The difference between good and excellent contact center CX is providing customers with a human touch.

Contact Center 109
More
Contact Center Personalization Self service Technology 109

Webinars

The Insider Secret to Designing Virtual Agents that Surpass Your Competition

MORE

Guest Post: How to Enhance Customer Experience Through Change

ShepHyken

AUGUST 21, 2020

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.

Customer Experience 511
More
Customer Experience Government Feedback Management 511

Why Is Patient Engagement Important? | Frontline Group

Advertiser: Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

More Technology

Reviews Completed on Your Phone Are More Emotional

Beyond Philosophy

AUGUST 20, 2020

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.

Marketing 625
More
Marketing Transportation Surveys Advertising 625

Engaging owners through feedback tools

Customercount

AUGUST 20, 2020

View or download the presentation by Lisa Kobek from CustomerCount® on why resorts should be focusing on owner engagement with feedback tools at this difficult time for the hospitality sector. The post Engaging owners through feedback tools appeared first on CustomerCount.

Feedback 216
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Feedback Management 216

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More Trending

Engaging owners through feedback tools

Customercount

AUGUST 20, 2020

View or download the presentation by Lisa Kobek from CustomerCount® on why resorts should be focusing on owner engagement with feedback tools at this difficult time for the hospitality sector. The post Engaging owners through feedback tools appeared first on CustomerCount.

Feedback 216
More
Feedback Management 216

Applying Lessons Learned During this Pandemic to Next Level Customer Care 

CCNG

AUGUST 21, 2020

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.

CCNG 195
More
CCNG Customer Care outsourcing Contact Center 195

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

Contact Center Pipeline

AUGUST 18, 2020

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.

Technology 186
More
Technology Contact Center Call Center Management 186

How to Calculate Your Net Promoter Score (NPS)

GetFeedback

AUGUST 23, 2020

NPS calculation formula and interpretation of data. Articles

250
More
250

How to Avoid Roadblocks to Great Customer Service

ShepHyken

AUGUST 5, 2020

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?

Customer Service 292
More
Customer Service Customer Experience Management 292

How Call Lifecycle Details Help Increase Customer Satisfaction

Advertisement

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!

More call center software

How to Make Your Experience Easy and Gain Growth

Beyond Philosophy

AUGUST 13, 2020

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?

Customer effort 356
More
Customer effort Government Consulting Consulting 356

Address the Argument the Right Way

Steve DiGioia

AUGUST 17, 2020

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.

Management 244
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Management 244

3 Best Practices for Remote and On-Premise Agent Support

CCNG

AUGUST 18, 2020

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

Best practices 195
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Best practices CCNG Healthcare Contact Center 195

Automation: The Contact Center’s Grocer

Contact Center Pipeline

AUGUST 12, 2020

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

Contact Center 181
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Contact Center Virtual Agent Chatbots Technology 181

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

Advertiser: Skilljar

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!

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Tea break chat with Dr Mark Hollyoake

Peter Lavers

AUGUST 7, 2020

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.

B2B 130
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B2B CRM Customer centricity Customer Experience 130

Be a Professional

ShepHyken

AUGUST 19, 2020

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.

Entertainment 259
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Entertainment Customer Service 259

The 5 Rules of Behavioral Journey Mapping

Beyond Philosophy

AUGUST 12, 2020

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.

Journey mapping 306
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Journey mapping Consulting Consulting Accountability 306

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

Steve DiGioia

AUGUST 13, 2020

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.

Morale 211
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Morale Management 211

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.

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Supporting Your Agents: Work From Loneliness

CCNG

AUGUST 13, 2020

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
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CCNG Contact Center Surveys Technology 195

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

Contact Center Pipeline

AUGUST 26, 2020

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.

Call Center 170
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Call Center Sales outsourcing Contact Center 170

Multiexperience: Where the customer journey and employee journey converge

TechSee

AUGUST 26, 2020

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.

Self service 119
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Self service Multichannel Customer effort Metrics 119

Be Nice—It Doesn’t Cost You Anything

ShepHyken

AUGUST 12, 2020

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.

Personalization 257
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Personalization Customer Service 257

The Best Sales Forecasting Models for Weathering Your Goals

Advertiser: ZoomInfo

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!

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Reviews Completed On Your Phone Are More Emotional

Beyond Philosophy

AUGUST 21, 2020

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.

Transportation 290
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Transportation Surveys Advertising Personalization 290

Management’s Ideas Are Always Better – Tip #10

Steve DiGioia

AUGUST 6, 2020

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.

Management 199
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Management Benchmark 199

Dealing with WFH Agent Loneliness

CCNG

AUGUST 13, 2020

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
More
CCNG Contact Center Surveys Technology 195

Working From Home—A Growing Necessity

Contact Center Pipeline

AUGUST 25, 2020

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.

At home agents 170
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At home agents Contact Center Call Center Management 170

Customer Engagement Is a Two-Way Street

Advertisement

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.

More

4 Reasons to Utilise an Omnichannel Customer Experience

Call Design

AUGUST 18, 2020

With the digitalisation of the customer journey, businesses need to implement an entirely digital customer service experience.

Customer Experience 116
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Customer Experience Chatbots Consulting Consulting 116

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

ShepHyken

AUGUST 7, 2020

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.

Customer Service 228
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Customer Service Personalization Feedback Surveys 228

Focalism: The Reason You Sometimes Make The Wrong Decision

Beyond Philosophy

AUGUST 27, 2020

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.

Consulting 279
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Consulting Consulting Management Customer Experience 279
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