Sat.Jun 06, 2020 - Fri.Jun 12, 2020

Back to the Office – Ready, Steady, Slow!


During a recent webinar featuring Poly experts, Becky Yeutter (HR) and Mike West (TAC) discussed how Poly teams are now working from home, and what planning is underway for a return to the office. As an early adopter of remote and distributed working, Poly employees have had the ability to work from home for the [ ] The post Back to the Office – Ready, Steady, Slow! appeared first on Poly Blog.

How to Navigate Machines in the CX Ecosystem


How to design a customer experience that prioritizes the always-evolving human and machine interconnection. Guides


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8 Ways To Gain Credibility Via Email Marketing

Joe Rawlinson

When marketing to new people, it can be hard just to make that first impression by telling them who you are, what your success story is, and what your product or service is about. However, in the digital world, emails act as the frontmen of bringing in new clients and or who might be interested in what you have to sell.

Taking the Extra Step to Deliver Amazing Service


Sometimes a little creativity and extra effort can make a big difference in the customer experience. One of our followers, David Turk, shared an article from a recent issue of the New York Times about how a server at an upscale restaurant “astonished” a guest with an amazing display of customer service. The short version of the story is that a woman went to dinner at one of the finest restaurants in New York.

Why Is Patient Engagement Important? | 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.

How to Manage Customer Wait Time: The Best Tips From Great Companies

Beyond Philosophy

We do a lot of waiting in our lives. We wait to get on a plane, for our drink at a coffee shop, and on the phone to talk to “the next available representative.” ” Sometimes we don’t mind waiting at all; sometimes we mind very much. Your customers likely wait in your experience, too, and that may or may not be creating negative feelings about your experience.



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What is Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT Copy


Average handle time, or AHT, is an important call center metric. In the simplest terms, AHT is the average time it takes to handle a call or transaction from start to finish – from call initiation, to hold time, to talk time, and all the way through to any related tasks an agent must perform post-phone call to resolve that call. To calculate AHT, add your total talk time + total hold time + total after-call tasks, and then divide by the number of total calls. That is your average handle time.

5 Top Customer Service Articles For the Week of June 8, 2020


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How Do You Maintain Customer Experience on a Shrinking Budget? by Phil Britt.

Customer Waiting: The Psychology Of How To Manage For Great Results

Beyond Philosophy

Have you ever picked a line at the store only to realize that you chose the longest, most slowly moving line? Have you ever waited forever to receive a shipment and then felt like they owed you an explanation for what could possibly take that long? Have you ever had such a great time laughing and talking in line with other people that you didn’t even notice how long you waited?

Resiliency in the Age of Pandemic

Contact Center Pipeline

As we prepared for 2020 six months ago, few (if any) had a crystal ball that anticipated the kind of widespread disrupted brought on by COVID-19. Hopefully, your center was able to respond to the pandemic with the least possible impact on your customers or your staff. Yet chances are, things could have gone better. […].

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!

Give it Away, Give it Away, Give it Away, Now

Steve DiGioia

Give it away, give it away, give it away, now! No, I’m not talking about the song from the Red Hot Chili Peppers – even though that song is cool. I’m talking about how the butchers and bakers used to run their businesses years ago. I remember as a kid going to the store with my Mom. The baker always had a cookie for the little ones and the butcher was happy to hand out some fresh sliced ham or turkey.

Guest Post: 4 Questions Your Call Center Employees Will Ask You During Crisis…And How to Answer Them


This week we feature an article by Chloe Sesta Jacobs , Head of People & Culture at Deputy. She provides crisis management strategies for call center employees during challenging times such as COVID-19. Up until recently, we all thought we had a pretty good idea of what it meant to provide a high level of customer service. But customer service in the time of COVID-19 looks remarkably different.

Survey: COVID-19 has changed consumer expectations of service delivery


Sam and Adele Turner, a retired couple, have noticed that their refrigerator is not working as it should. Yesterday, the butter was softer than normal and today the milk was spoiled. The Turners are worried. Their concern is not so much about having to pay for an appliance repair; rather, they are downright nervous about having a technician come into their home during the current pandemic. And according to data from a new COVID-19 customer service survey, the Turners are not alone.

Executive Interview with MusicWorks’ David Sandler

Contact Center Pipeline

It is interesting that what we may perceive as relatively “small” touchpoints can have a considerable impact on our customers’ experience. One such area is our music-on-hold experience, and the voices used in greetings and other applications. This sets the tone with our customers before they even start a conversation with our agents. My conversation […].

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!

Customer Service is a 2 Way Street – Tip #2

Steve DiGioia

Customer service is a 2 way street. It takes both sides of the interaction doing their part to provide a great customer experience. The “give and take of life” doesn’t stop at the service counter – it continues, always. But sometimes, as customers, we fail to do our part and fail to understand what steps we must take to make this interaction successful. Many believe we’re entitled to “do as we wish” since the company “needs our business”.

Amazing Business Radio: Jason Korman


Culture Design in the Customer Experience. Engineering the Mindset and Behaviors Behind Good Customer Service. Shep Hyken interviews Jason Korman , CEO of Gapingvoid Culture Design Group. They discuss how culture impacts customer service and experience and strategies for designing the company culture. Top Takeaways: Culture and culture design are management systems.

3 Reasons You Don’t Need a Survey to Listen to Customers

Customer Service Life

The CX Question of the Day ( #CXQOTD ) for June 4 was, “Is surveying customers absolutely necessary?” ” You can click here to check out my answer to that question, hear the thoughts of others, and weigh in with your own. My short answer to this question? No, surveys aren’t necessary. Here are a few reasons. Customers don’t need more surveys. For many companies, surveys have become a crutch. Just about everywhere we turn we are being asked for our feedback.

How to Improve Contact Center Agent Performance


Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. After all, these are the people who connect with dozens of your customers each day and support them with any issues or challenges they may have. For this reason, it’s crucial to arm them with the knowledge and skills required to succeed.

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.

Is Your Contact Center AI Biased?


How to Reduce Bias: Optimizing AI and Machine Learning For Contact Centers. Bias exists everywhere in our society. And while some biases are largely harmless, like a child’s bias towards one food vs the other due to exposure, others are quite destructive. Impacting our society negatively and often resulting in deaths , dispassionate laws , and discrimination. But what happens when the biases that exist in the physical world are hardcoded into the digital?

4 Ways To Boost Your ECommerce Customer Experience


eCommerce customer experience is vital for online businesses that want to ensure a smooth online experience for their customers. We share 4 ways to boost your eCommerce customer experience that will increase customer loyalty and satisfaction. Feed generated with FetchRSS

How to Improve Customer Centricity in Hospitality


The title of this week’s post might surprise you. After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. However, it can learn a lot from consumer packaged goods (FMCG/CPG), as I shared with industry experts at a Faculty Day of one of the leading hospitality schools in Switzerland. Having spent most of my career in consumer goods, I was invited to share what the hospitality industry could learn from the industry.

Remember My Name!

Taylor Reach Group

By Peg Ayers. “A A person’s name is to that person the sweetest and most important sound in any language.”. – Dale Carnegie . Of the many skills required of me in more than 25 years of running large contact centers, one of the most critical has been the ability to remember employee names. When I left my position as Customer Service Director of a firm in Cheyenne, Wyoming, I received a number of letters of thanks including one, from Deb, that still inspires me.

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!

Why Choose a Complaint Management System Over Spreadsheets?

Wowdesk Blog

A great business or enterprise is the one that acknowledges complaints and works on it to improve its stand in the market. You are likely to come across a lot of complaints during your business span. A good complaint management system involves keeping a track of such complaints as well as the action taken against them. A lot of businesses create a dedicated spreadsheet to keep a check on its happenings. However, it is tiring and long gone. What do you think about software? .

The Most Opportune Time Ever For Changing Organizational Culture

Integrity Solutions

There’s never been a better time to step up to more transformative culture change — to increase transparency and shift the culture with a greater focus on customers, employees and the community. By Bob McCarthy. The financial services industry has been through its fair share of turmoil in recent years. And then along came a disruption at a scale so massive, it overtook everything else: the global economic and societal response to the coronavirus.

Scaling the UJET Platform for Customer Success


With digital transformation and the move to the cloud more important than ever before, customer support has truly grown beyond on-premise platforms, disjointed channel support, and patchwork APIs to connect different systems. Instead of enabling companies to simply provide customer support, the mission now is to offer a positive customer experience to build trust, increase retention, and position your business for both short and long-term success.

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Preparing Your Contact Center for the Age of Virtual Agents

Taylor Reach Group

by JD Fairweather. COVID-19 is making clear to US companies and other firms around the world the need for better cost management in the midst of uncertainty. These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by stay-at-home orders or their agents’ refusal to go in because of the pandemic.

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.

Onboarding contact center agents: A first impression that really counts


An agent’s experience with your organization begins long before they start answering calls and resolving customer demands. Most definitions of employee experience include several stages that usually begin with attraction and recruitment. These definitions have one thing in common: the importance of onboarding. Gallup defines onboarding as “the critical stage that connects the talent acquisition process to long-term, sustainable performance.”

Successful brands must convey empathy in COVID-19 aftermath


Do you want to retain customers in the pandemic aftermath? You’ve got a lot to prove. Customers are more skeptical and wary than ever before. Pandemic-induced economic and social chaos has impacted the wellbeing and livelihood of people all over the world. Customer optimism and trust is in flux. Doubt is surfacing to the top and customers are fearful in who and what they can rely on.

Level up: How games companies are embracing the surge in player support

TELUS International