Sat.Apr 18, 2020 - Fri.Apr 24, 2020

12 Call Center Best Practices You Need to Be Doing Right Now


As recent research shows, the U.S. call center industry is alive and well. According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. What this means is there’s an imperative for call centers to drive operational performance excellence in order to remain competitive in the industry.

The Emotion Connection: Tapping into the Science of Human Emotion to Deliver More Valuable Experiences

Contact Center Pipeline

Human emotions are a tricky business. Researchers have been trying to understand and interpret emotions since Charles Darwin first theorized that human facial expressions and body language were simply innate traits and a process of evolution in “The Language of Emotions” (1872). Over a century later, American psychologists Paul Ekman and Robert Plutchik attempted to […].

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AI is a CX sidekick, not a replacement for people


If you’re a CX professional fearful of losing your job to artificial intelligence, you aren’t alone. It’s a common belief that emerging tech is coming to steal the jobs of humans—particularly those in the CX field.

Amazing Business Radio: Eric Chester


Start by Being a Great Place to Work. Hiring the Right Employees to Deliver Exceptional Customer Service. Shep Hyken interviews Eric Chester.

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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!

Business Process Outsourcing Tips & Resources


Business Process Outsourcing has come quite a long way in the last few years, allowing companies to achieve unheard of levels of sophistication in their market offerings without adding the strain of a vast assortment of new disciplines onto their internal teams. In this article, we discuss BPO as a flexible tool for businesses to use and many helpful tips for doing so.

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How to Promote Customer Loyalty in the Age of Complexity

Contact Center Pipeline

Conventional wisdom accepts that it’s cheaper to keep existing customers than to get new ones. Then why is it companies pay so little attention to creating brand loyalty? Treating your customers right and giving them what they want should be a no-brainer.

There’s Magic in Managing the Details


“Detail is no detail.”. I’m not sure where I heard this first. I even did a Google search and couldn’t find it. Maybe I made it up. If I did, this is what I meant by it: details are important. They must be purposeful. Some of the “little things” that seemingly don’t matter can actually be very important. An example of this comes right out of my recently released book, the updated and revised version of The Cult of the Customer.

21 Call Center Managers Share Their Favorite Call Center Leadership Activities


The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale.

Are You Overpricing Your Product & Services?

Beyond Philosophy

There is a lovely mirror leaning against the wall in my garage in England. My wife thinks we should sell it. I think we should give it away, to which my wife tut-tuts. She argues it is a beautiful mirror and believes it will fetch a handsome sum on the Internet. I disagree. So, the mirror sits there, ignored for the time being, and not selling, and I hold the Endowment Effect fully responsible.

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.

Leading in Uncertain Times: 10 Ways to Help Employees Cope with the Pandemic

Contact Center Pipeline

As the COVID-19 pandemic takes hold, we’re all being impacted in various ways, many of them pretty dramatic. Everyone is feeling more than a little fear and anxiety about the future. If you’re a business leader, lots of people are looking to you for guidance—and you have a responsibility to help those around you cope […]. Leadership call center contact center COVID-19 leadership

5 Top Customer Service Articles For the Week of April 20, 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.

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Navigating through turbulent seas

Peter Lavers

By Mark Hollyoake and Peter Lavers. Leadership trust is driven by positive intentions that are translated, communicated and demonstrated to the people that turn them into reality. The resulting enablement and creation of mutual value builds long-lasting trust between leadership, teams and individuals ”. Trust – the relationship success factor. Do you find yourself asking: “I am a leader in this organisation but nothing prepared me for this!

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9 Effective Ways to Handle Call Spikes in a Crisis


At the risk of blowing our own trumpet, we’ve been hammering on about the necessity of preparing to handle call spikes for years now. No matter what you do as a contact center manager, there’s always going to be something you didn’t prepare for. It could be a freak weather event.

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!

The Roarin’ Twenties Redux

Contact Center Pipeline

If you watched the final season of the British television series “Downton Abbey,” which I did since it was required viewing in my household, you already know a little bit about the Roarin’ Twenties, which is what the decade of the 1920s was called. The Roarin’ Twenties was a period of economic prosperity following the […]. Technology AI analytics artificial intelligence call center contact center desktop analytics industry research speech analytics

Customer Service in the Time of COVID-19


This week we feature an article by Paul Selby, a product marketing director for ServiceNow Customer Service Management. He shares tips and examples of how both companies and customers can adapt during a worldwide crisis, such as the COVID-19 pandemic. An open letter to companies—and customers—on how to navigate the challenges of these extraordinary times. Editor’s note: A version of this article first appeared on Forbes and CustomerThink. To say we live in interesting times is an understatement.

Remote Assistance Software for Technicians: What to Consider


During the COVID-19 crisis, every company wants to continue providing uninterrupted service. From utility companies and communication services providers to insurers and consumer electronics suppliers, the two main challenges are ensuring service delivery and protecting their most essential workers: field technicians. This has prompted many organizations to explore innovative technologies such as remote Visual Assistance.

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Three Steps to Take When Adopting Video Collaboration Technologies


One of my best friends turned 40 a few of weeks ago. He lives in Colorado, I live in Illinois, and both of our states have been under shelter-in-place orders for a while now. Going to see him was not an option.

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.

A Customer Churn Analysis Checklist


It is critical to manage churn especially in this time of uncertainty As topline growth may be stagnant due to the crisis, it’s even more important to protect your core base and reduce churn.

Guru Closes $30 Million Series C Funding, Led by Accel


Slack. Atlassian. Dropbox. These are names synonymous with collaboration. And right now, they’re more crucial than ever as companies find themselves having to adjust abruptly to their new remote environments.

Rebuilding After the Pandemic


I wrote this to share my current perspective with customers, partners and employees. While there is so much that has gone on over the last several weeks, it has been difficult to capture it all in the moment. I hope my point of view helps you in some way.

Four Reasons Artificial Intelligence is the Next Step for Your Contact Center

NICE inContact

Why is AI becoming a priority for contact centers around the globe? What does it look like to actually implement it in your organization? And what kind of impact can you expect? Explore why and how contact center leaders are utilizing AI today. AI Do More With Less

The 5Es of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

When you build your community, if you know where to focus your initial efforts, you'll be able to set yourself up for success and future growth. Setting your objectives correctly will allow yourself and others within your organization to leverage your community to meet your overall business objectives. In order to establish this type of robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them.

50+ Inspirational Customer Satisfaction Quotes From Experts

ProProfs Chat

An interpretation of the “80/20 Rule” given by Italian economist Vilfredo Paret stated that “80% of your company’s sales come from 20% of your customers” This adage is long being used as an incredible tool for business growth. To increase sales and boost revenue, companies have to make efforts to identify the characteristics of the top 20% satisfied customers who will contribute to 80% of your sales.

How to conduct B2B customer surveys that provide ROI


Conducting B2B customer surveys is for many a struggle. There are two major problems that B2B surveys often experience; not able to collect enough responses and hard to act on the feedback. Learn how to overcome these typical B2B survey problems. Feed generated with FetchRSS

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Proactive Selling Advice During Unforeseen Times

Integrity Solutions

Making proactive selling decisions that takes on challenges now puts you in a position of strength, and that means you’ll have a head start once you get to the other side. By Doug Murray Are you a cow or a buffalo?

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Call Control Strategies for Remote Customer Service Employees

Myra Golden

I read that the average customer service call lasts 2 minutes longer than it needs to. Often, we don’t know how to get an angry customer to back down, or we struggle to move a customer from venting to a solution.

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!

Proactive customer communication critical during a crisis


Regardless of what local officials say, COVID-19 isn’t going away May 1. Unemployment, lower consumer demand and stress will carry on for months, possibly years. There is still time for businesses to proactively communicate with their customers, though, even if they were off to a slow start. Approach before being approached. Brands that take-charge to engage with and comfort customers will maintain positive reputations and relationships in the long haul.

Using Customer Effort Insights to Build Experiences People Love


Customer effort score isn’t just about the ranking as much as it is about proactively thinking about ways to address it.

A Real View: Needs, Capabilities, Kindness and a Hard Pivot For Radiology During COVID-19


As the COVID-19 pandemic engulfed hospitals across the country, radiology department leaders had to make a hard and immediate pivot to have their teams work safely from home within a matter of days. That entailed transforming established work routines built around multiple on-site systems to work effectively from multiple locations away from the normally bustling [.] The post A Real View: Needs, Capabilities, Kindness and a Hard Pivot For Radiology During COVID-19 appeared first on What’s next.