Sat.May 30, 2020 - Fri.Jun 05, 2020

Why culture in a WFH company is more important than in-office


When you look at how many people searched for ‘work from home’ in the past year, you see the chart soars in March 2020 just as many national governments were applying stay-at-home orders and quarantines to help reduce the spread of the Covid-19 coronavirus. This is no surprise. Every company that could possibly keep functioning with remote workers asked their people to go home

30 Positive Phrases, Words and Empathy Statements for Customer Service

REVE Chat Blog

Words are incredibly powerful for handling clients’ conversations as businesses often can truly either make or break customer service experiences. Using the right empathy statements and phrases for customer service makes all the difference between a poor or delightful experience. According to the Empathy Index , “Empathy is more important to a successful business than it has ever been, correlating to growth, productivity, and earnings per employee.”.


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How to Manage Remote Agents


Right now, your support team is either mostly or entirely remote. Agents can access the platform from any location and are fully capable of helping customers resolve issues. But what if you were used to having your entire team in one office and usually spoke to them in person. How can you manage a dispersed team effectively when everyone is remote? Use the Right Technology. Agents start work by signing in , but what other technology do they need?

Ridiculous Interpretation of Rules


This is one of those unbelievable customer service stories that borders on the ridiculous. I actually thought I was in the middle of a Seinfeld episode—or maybe there was a hidden camera hoping to get a crazy reaction to the interaction I’m about to share with you. I was at an airport and wanted some breakfast. There was just one person ahead of me in line. I heard her order a bacon, egg and cheese sandwich, hash browns and an orange juice. After placing her order, she stepped aside.

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.

The Surprising Power of Ideas That Don’t Make Sense: Part 2

Beyond Philosophy

In our last issue of Why Customers Buy, we discussed how doing things differently than your competition could be the most reliable path to success for your brand. Today, we are going to discuss in more detail why this works and what you can do to implement these surprising ideas that don’t make sense to encourage the success of your brand.



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7 Expert Customer Service Tips during the Coronavirus (COVID-19) Crisis

ProProfs Chat

The COVID-19 pandemic has pushed businesses to dodge bullets and the global economy is in dire straits. While the number of positive cases increases, the negative scenarios keep piling up. . Charles Darwin’s famous quote on species evolution stands true for today’s volatile business world- “ It is not the strongest or the most intelligent who will survive but those who can best manage change. ” . Business adaptation is the key.

5 Top Customer Service Articles For the Week of June 1, 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. 3 Things That Will Boost Your Reputation For Great Customer Service by Mark Armstrong. Business2Community) I’ve been a freelance illustrator for 30 years. I’ve dealt with a lot of different people.

The Dark Art of Creating Magic in Brands

Beyond Philosophy

Business as usual is anything but usual today. How things will change in the “new normal” and what you can do to manage it is almost anyone’s guess. However, if you can open your mind to trying new things other than what you normally would do, you might discover the magic trick that makes it all work well for managing your customer behavior.

Contact Center Pipeline Magazine: Inside Our June 2020 Issue

Contact Center Pipeline

These are not easy times. The struggle is real. We have so many vital decisions to make for our operations that can have profound impacts on our staff and customers. Do we continue with a work-from-home strategy? Can we start to re-open our office doors? If so, how does that look and what are the […]. Inside The Issue call center contact center

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!

Bridging the Knowledge Gap in Field Service


Today’s number one challenge in field service is the knowledge gap between Baby Boomer technicians – an aging workforce – and the next generation of technicians who have less experience and want more independence. The population aged 60+ is growing faster than any other group. According to the United Nations’ 2019 World Population report, by 2050, 1 in 6 people will be over the age of 65, up from 1 in 11 in 2019.

10 Ways Consumer Insights Help Improve the Customer Experience


Three ways to encourage empathy in CX during a crisis

TELUS International


Transform Your CX from Good to Great by Treating Your Agents Right

Contact Center Pipeline

Sitting on the front lines of the contact center, agents are the personification of your brand. They provide the human-to-human connection that makes lasting impressions and supports more engaging customer experiences (CX). But, while CX continues to play an outsized role as a competitive differentiator, best-in-class contact centers are increasingly replicating the same type of […].

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!

Chatbot Best Practices: 8 Tips & Tricks you Can Benefit from Today


Set a goal for your chatbot. As obvious as it may seem, this is the number one chatbot best practice to keep in mind when starting to design a conversational agent. You can create a bot for almost anything nowadays, so setting a clear goal for yours and outlining what it’s supposed to do, right from the beginning, will prevent you from getting carried away. Defining what can be automated is a good place to start, but remember to always keep your user’s needs in mind when doing so.

Amazing Business Radio: Stacey Hanke


Redefining Influence in the Customer Experience. Showing Up as Your Best Self to Create the Best Customer Experience. Shep Hyken interviews Stacey Hanke. They discuss Stacey’s book, Influence Redefined…Be the Leader You Were Meant to Be, Monday to Monday® and how redefining your concept of “influence” can revolutionize your customer experience. Top Takeaways: Influence is not what most people think it is.

What Value Do You Bring? – Tip #1

Steve DiGioia

The “ Customer Value Proposition ” is providing convincing reasons why a customer should buy a product, and also differentiate your product from competitors. The same works for our “internal customers”, our employees. The “value” one brings to their organization is not easily measured but can, and usually does, make itself known very quickly within the process. This is the quality that creates success.


Measure the agent performance metrics that matter to your business


Are you ready to connect agent quality to effort reduction? Start holding agents accountable for customer experience by aligning agent performance with business outcomes. Traditional QA scorecard criteria doesn’t allow businesses to measure the metrics that matter most. Typical scorecard metrics—did the agent use the proper greeting, say the customer’s name three times, thank them for their loyalty, follow compliance scripts, etc.—may

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.

Give your agents the right tools to succeed in a remote work scenario


It has been a few months now since the coronavirus (COVID-19) took the world by storm. As social distancing and quarantine measures were put in place by governments across the globe, businesses had to quickly reinvent themselves in order to ensure a successful work-from-home (WFH) shift. The change was not easy.

Call Answering Services and How They Help Businesses


There are several services that businesses hire in order to help them improve their overall customer experience. Interactions with their customers have always been a crucial part of any business’s success and how well they manage it is directly related to their customer’s loyalty and retention with the brand. Call answering services is one of such services that help businesses improve their customer service and experience which leads to the overall satisfaction of the customers.

Use The Human Conversational Model to Create Engaging Contact Center Interactions

Experience Matters

Human beings are naturally social, and one of the fundamental ways that we build rapport and bond with other people is through conversations. Organizations can tap into our innate affinity for engaging conversations to deepen relationships with their customers by designing interactions that mirror the key elements of compelling everyday conversations. To help organizations do this, we created The Human Conversational Model, which we’ve previously applied to digital interactions.

Are your sales pitches working?


Prospect, pitch, close, repeat. And where would sales be without stellar sales pitches? When it comes to improving sales, understanding the effectiveness of sales pitches is paramount. But how do you determine what is and isn’t working? Tethr helps businesses to surface trends in conversion rates, show averages and potential sales volume by team or agent and to quickly see the results of A/B tested pitches.

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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!

Opening up on WFH: from running mascara to dripping paint


The white paint lines on the road crept passed ever so slowly, like my life tricking away. I tapped the steering wheel with my nails, trying to release the pent up stress and irritation while the radio mindlessly droned on. Then the tears came, right on time, same as usual


Why Moving Your Contact Center to the Cloud is More Important than Ever


Social distancing. Work from home. Flatten the curve. These are terms that are now part of our everyday lives. Our new reality impacts the way we live, work, and play, and everyone is learning to adapt to the many changes we’re experiencing thanks to COVID-19. contact center cx IVR call center cloud cloudmigration work from home ccaas

Five Leadership Principles For Truly Driving More Diversity And Inclusion

Experience Matters

The deaths of George Floyd, Breonna Taylor, Ahmaud Arbery, and others have sparked a renewed outrage against racial inequality around the world, leading many organizations to consider changes to how they operate. That’s great, but I’ve seen too many of these situations create an immediate response with no lasting change. I don’t have answers for solving deep injustices in broader society, but I want to apply what I’ve learned to help organizations become more inclusive and diverse.

Maintaining morale in your contact center


Does your contact center need a morale boost? Improve employee morale and reduce call center stress using these strategies. Be a team player. A leadership team that thinks they’re above everyone else is a morale murderer. Call center managers earn the respect of their employees by showing them that they are not above any task. Be transparent with your team so they know you are reliable and trustworthy. When extra hands are needed on deck, do your part to make sure your team is supported.

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.

Fighting Systemic Racism and Learning to Be Better


We are in the middle of a nationwide crisis. Over 40 cities have instituted curfews in response to protests and violence stemming from the senseless and tragic murders of Black citizens: George Floyd , an unarmed 46 year old man in Minneapolis, while being taken into police custody on May 25th; Breonna Taylor , a 26 year old EMT and aspiring nurse, shot in her own home during a police raid on March 13th; and Ahmaud Arbery , a 25 year old man, while jogging in Georgia on February 23rd.


A Real View: Supporting Northwell radiologists and the Javits Center field hospital with innovation and infrastructure


In late March, as New York City prepared for a surge in patients with COVID-19, officials from FEMA and the Army Corps of Engineers partnered to create thousands of additional patient care beds over just a couple of weeks. Supporting this plan meant dedicating space within the city’s iconic Javits Center to establish a temporary [.] The post A Real View: Supporting Northwell radiologists and the Javits Center field hospital with innovation and infrastructure appeared first on What’s next.

Ensure Business Continuity in Your Contact Center: Five Building Blocks


‘The art of knowing is knowing what to ignore’ was once said by the prolific poet, Rumi. That applies to many things in life and business. To follow the same path as Rumi — at least in a business sense — contact center leaders must have a plan that enables them to rapidly respond and adapt to change. These leaders are managing a complex set of activities.