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.

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).

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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.

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.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

Remote Agent Online Customer Service Skills Boot Camp

Myra Golden Media

It’s not unlike having your firstborn away at college. Your child is in the dorm and on her own. For eighteen years, you’ve prepared her for adulthood. But you worry. Is she making friends? Will she be safe at parties and with alcohol? Can she juggle classwork with fun?

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The Emotional Trigger That Influences Your Customers’ Minds

Beyond Philosophy

We have a mirror that has been resting against the wall in our garage for the last five years. I want to give it away, but my wife Lorraine keeps saying, “No, we’ll sell that. It’s a nice mirror.”. It is a lovely mirror. But we aren’t going to get that much for it. Still, there it sits.

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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Call Control Strategies for Remote Customer Service Employees

Myra Golden Media

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.

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.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

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.

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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.

Let Me Teach You How to Deliver Bad News to Customers

Myra Golden Media

No one likes to deliver bad news to customers, but for a lot of us, delivering bad news is a regular part of business. You know the feeling – you probably get nervous, or you have to transfer a call to your supervisor because the customer won’t accept your word as final.

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.

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

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.

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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Remote Assistance Software for Technicians: What to Consider


During the COVID-19 crisis, every company wants to continue providing uninterrupted service.

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How to Drive More Revenue with NPS, CSAT, and CES


Join GetFeedback and TEDx speaker Jeannie Walters in this on-demand webinar, as we share ways to quantify your feedback data and the different actions you can take to improve customer relationships and drive business revenue. . Webinars

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

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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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.

Plan For The Work-At-Home Contact Center You Want, Not The One You Were Forced To Build During This Pandemic

Ian Jacobs

While some regions around the globe have begun to relax their shelter-in-place restrictions, many brands are still trying to nail down a coherent customer service approach that incorporates a huge helping of a work-at-home workforce.

50+ Inspirational Customer Satisfaction Quotes From Experts

ProProfs Blog

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.

The 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

Crossing oceans with 5CA


My experience with starting to work remotely has certainly been one of the very best opportunities I’ve had so far. It changed my life, for the better.


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.

3 Strategies to Help Customer Success Teams in Uncertain Times


This is a guest blog post by Anita Toth,Chief Churn Crusher. Customer Success teams are under enormous pressure right now trying to cope with all the fast changes brought on by the pandemic. Not only at work but in their personal lives.

Creating an engaging, personalized experience with your virtual event


The post Creating an engaging, personalized experience with your virtual event appeared first on Influitive. Events

The Time-Saving Power of Intent Data for Sales

By using the power of intent data, capturing buyer interest has become more feasible for sales. Not only that, but using it will save immense time during your workflow; a win-win on all fronts.