Steve DiGioia
OCTOBER 3, 2021
I dropped my car off at the dealership the other day for a minor repair. I didn’t know what to expect since this is my first time using them. Two hours later I got the call that it was ready to be picked up. How wonderful this was. The repair was done quickly and soon I’d “be back on the road”. I guess I couldn’t ask for more. But something happened that made me disappointed in the service.
Beyond Philosophy
OCTOBER 7, 2021
Loyalty is one of the most overused phrases in business today. To most companies, it invariably means “customers give us all their money.” But that is not what loyalty is. So, today we’re going to talk about the five rules that will build customer loyalty. Or you can listen to the latest episode of my podcast here. Before we get into the rules, let’s talk about what loyalty is.
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TeleDirect
OCTOBER 5, 2021
Work From Home Customer Service Representative Jobs – Right Here at TeleDirect! Before the COVID-19 pandemic, work from home jobs were regarded as a perk – definitely a nice-to-have, but certainly not an essential part of a professional work arrangement. Today, remote jobs, like work from home customer service representative jobs, are an essential element of the modern workforce.
ShepHyken
OCTOBER 6, 2021
I was recently interviewed by Mario Martinez on his Modern Selling podcast. He shared a story about how he emailed the CEO of a company, and in an incredibly short amount of time, his phone rang, and you can guess who it was … the CEO. . In a state of shock, instead of launching into the reason for the complaint email , my friend asked him, “How are you?
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Myra Golden Media
OCTOBER 6, 2021
Oh, wow! Day 3 of Customer Service Week was fun! I shared ten super-energizers that are fantastic for Customer Service Week and beyond! If you missed the live event, no worries. We’ve got you covered with the replay below. Join us at 9am ET tomorrow live!
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
OCTOBER 6, 2021
Can you recall a story that took you on an emotional roller coaster ride and ended with an essential motto or lesson? Over the past decade of providing call center coaching and training, my observation has been that trainees will recall a story I’ve told or an example provided in a story format versus any […].
Customer Contact Central Submitted Articles
OCTOBER 7, 2021
Telephone answering services do more than answer calls. At least, they should. When an agent answers a call, you want them to be an extension of your business. A good agent answers any questions that come in the way you prefer.
Myra Golden Media
OCTOBER 7, 2021
My son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here. #servicetrailblazers #customerserviceweek [link]. Oh, my gosh! This is amazing! .
ShepHyken
OCTOBER 5, 2021
A Holistic View of the Customer. Empowering Customer Service Agents with Knowledge. Shep Hyken interviews Daniel Fallmann, founder of Mindbreeze , a tool that helps companies capture a holistic view of their customers’ data. They discuss how organizations can arm their frontline customer service professionals with the technology that can help them offer better customer service.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
TechSee
OCTOBER 5, 2021
With drivers queued up for hours waiting for petrol and station after station simply out of fuel, Britain’s fuel crisis is making headlines. But this time, the issue isn’t a global pandemic or foreign political unrest that has caused some petrol stations to introduce a £30 cap on the amount of petrol people can buy. Believe it or not, it’s the lack of lorry drivers.
Customer Contact Central Submitted Articles
OCTOBER 7, 2021
Several months ago, I was part of a conversation on LinkedIn about the need for marketing to be more audience-focused than brand-focused. Immediately, a quote attributed to Theodore Roosevelt came to mind: "People don't care how much you know until they know how much you care.
Contact Center Pipeline
OCTOBER 5, 2021
You don’t have to spend much time on a contact center floor before you notice what seems to be an overgrowth of colorful little pieces of paper on each agent’s desk: clusters of sticky notes on agent’s monitors and on their phones reminding them what to do, what to say, or simply to remember to […].
Myra Golden Media
OCTOBER 7, 2021
I seriously love this week! Today in my session, I focused on helping customer service leaders nurture themselves. And then, in the afternoon, my son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here. Here’s the replay from today’s session – again, dedicated to customer service leaders.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Callminer
OCTOBER 6, 2021
Read this blog to learn key strategies for improving CSAT as part of your business performance improvement plans.
Fonolo
OCTOBER 5, 2021
The reviews for your contact center are in—but they won’t be found in the newspaper or on Rotten Tomatoes. You can see what your customers think about your contact center by determining your Net Promoter Score (NPS). Customer experience surveys can tell you a lot about the service callers are receiving from agents, and NPS is a key statistic you should be considering when reviewing how successful your contact center is at providing exceptional customer service.
Contact Center Pipeline
OCTOBER 7, 2021
We are living in the future I’ll tell you how I know I read it in the paper Fifteen years ago. John Prine wrote these prophetic lyrics back in 1980. In an interview shortly thereafter, Prine said it took him seven years to write those lyrics prior to releasing the song, “We Are Living in […].
Myra Golden Media
OCTOBER 5, 2021
Yesterday I shared four tips for appreciating employees. While all the ideas are fantastic and easy to pull off, tip number four was the crowd favorite. Did you miss it? Watch the replay here. Today we focused on employee retention and training. I revealed the number one training request I get directly from frontline employees, and I take you inside my digital classroom for a high-impact workshop.
Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.
Taylor Reach Group
OCTOBER 8, 2021
By John Cockerill. Too often as professionals in Customer Service we report and write about lousy service, long wait times, poor follow through, weaseling phases in terms and conditions, too many steps to get satisfaction plus many, many more. Today I share two bright spots of a personal experience. First, Google and their Pixel phone. I bought an upgrade phone last fall a Pixel 4a.
Fonolo
OCTOBER 7, 2021
With businesses reopening after COVID-19 closures, US economist Mark Zandi asserts that retailers benefited significantly from the reopening economy. Moreover, retail spending is expected to increase by 19% this year. These predictions represent significant opportunity for retailers. That’s why it’s more important than ever to have a superior customer service strategy — that includes ensuring your retail contact center operations are optimized for a smooth customer experience.
Contact Center Pipeline
OCTOBER 4, 2021
Welcome to our Contact Center Pipeline October issue. It has been a busy month. I welcome Brendan Read as our new editor. He brought many good ideas to this issue, as we discuss business continuity/disaster recovery in a number of our articles. In the midst of COVID, the anniversary of September 11 and hurricane season, […].
Myra Golden Media
OCTOBER 4, 2021
Happy Customer Service Week! I kicked things off over at the official National Customer Service Week online event this morning. I talked about how employee appreciation leads to happiness, and happiness gives you so many benefits. If you missed my keynote and all the fun, you can watch the replay here. Celebrate the heart of service with us tomorrow for Day 2. .
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In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.
SharpenCX
OCTOBER 6, 2021
If your contact center is filled with tired, stressed, irritable employees, your customers will notice. According to Gallup’s State of the American Workplace report, engaged employees are more likely to improve customer relationships, increasing sales by 20%. This statistic supports the popular truth: happy employees make for happy customers. So, step one to running a more effective contact center is focusing on your agents, first.
Outsource Consultants
OCTOBER 4, 2021
This week, businesses across the globe are celebrating customer service week, highlighting the dedicated professionals and the sophisticated processes they leverage to thrill customers. If customer service is a priority for your organization, this week is a perfect time to consider new ways you can improve customer service outsourcing. And don’t be fooled — businesses that outsource customer service are not dodging their responsibility to their customers, they’re embracing it.
Contact Center Pipeline
OCTOBER 7, 2021
We are living in the future I’ll tell you how I know I read it in the paper Fifteen years ago. John Prine wrote these prophetic lyrics back in 1980. In an interview shortly thereafter, Prine said it took him seven years to write those lyrics prior to releasing the song, “We Are Living in […].
Eptica
OCTOBER 4, 2021
Date: Monday, October 4, 2021 Author: Pauline Ashenden - Marketing Manager The 4 pillars of a successful customer service strategy. Published on: October 04, 2021. Author: Pauline Ashenden - Marketing Manager As we celebrate National Customer Service Week, it is the perfect time for senior management to focus on the area and re-evaluate their customer service strategy.
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Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.
aircall
OCTOBER 6, 2021
Employee engagement is more than just getting things done—it’s identifying with what you do. As a business owner, you need to create an environment where there is meaning behind the tasks your employees do. Why is this important? Well, engaged employees are more likely to perform consistently well, advocate for your business, and help their colleagues do better.
Totango
OCTOBER 7, 2021
Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way.
Creative Virtual
OCTOBER 8, 2021
By Scott Tompkins, Vice President of Sales. Just like a puppy isn’t only for the pandemic, customer service insights aren’t only for Customer Service Week. This week of celebrating customer service professionals and successful customer service experiences should just be the beginning of a renewed focus on your own customer service and CX strategies.
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