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The difference between good and excellent contact center CX is providing customers with a human touch. MORE
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
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
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
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
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
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
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
With the digitalisation of the customer journey, businesses need to implement an entirely digital customer service experience. MORE
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
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
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
In times of crisis, we often find heroes in the unlikeliest of places. The current COVID-19, or coronavirus, pandemic is no exception. MORE
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
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
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
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
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
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
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
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
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
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
NPS calculation formula and interpretation of data. Articles MORE
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
Kathryn Jackson recently talked with CCNG members during a Town Hall working through new challenges associated with COVID changes shifting to remote workers. MORE
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
244 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
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
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