Sat.Apr 06, 2019 - Fri.Apr 12, 2019

Reduce Agent Turnover with Better Omni-Channel Support

Unymira

When it comes to customer service, the conversation often revolves around new technologies that will help improve your Key Performance Indicators such as Net Promoter Score, First Call Resolution Rate, and more. Customer Service

Why the concept of "The Power of One" is important to your contact center

The Call Center School

How one agent can make a substantial difference. Research has shown that the main reason customers choose not to return is not because of pricing or product issues. Most customers don't return due to poor service. Your frontline agents can make all the difference.

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What is the True Cost of Losing a Customer?

Advantage Communications

Smart business owners will know that satisfying each and every customer is essential for the long-term success of your business.

How to Engage Your Millennial and Gen Z Contact Center Agents

Serenova

Every generation comes with its own preferences and habits. Millennials and Gen Z are no different. For years, contact center agents were largely run by Baby Boomer and Gen X agents. Accordingly, processes were created to best suit them. However, as many contact center managers know, those same processes may not work for their Millennial (born between 1981 and 1996) and Gen Z (born in 1997 and later) counterparts. These two generations now make up a growing proportion of contact center agents.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Leadership Sets the Tone of the Culture

ShepHyken

One of our Shepard Letter subscribers, who asked to remain anonymous, recently shared a story worth telling. To protect him from the backlash he’s concerned about, we’ll change his name to “protect the innocent,” as the saying goes, just in case someone from his company reads this.

More Trending

Creating Actionable Insights from Irrational Humans

Beyond Philosophy

Whenever I talk about Customer Experience with audiences, I begin by explaining that customers do not buy things rationally. Customers buy things emotionally and then justify the purchase with logic. Irrationality and data don’t mix.

Five strategies to improve customer experience in telecoms

TechSee

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs.

Guest Blog: How to Get the Most from Seasonal Customer Service Employees

ShepHyken

This week we feature an article by Joel Gottesman who shares tips to ensure that seasonal employees provide an excellent customer experience. This past season, retailers hired more than 575,000 seasonal employees to help manage the holiday rush.

How AI is Reducing Handle Time and Improving the Customer Experience in 2019

Contact Center Pipeline

It’s a well-known fact that customers hate to wait. In a recent survey on consumer attitudes, researchers discovered that 35% of the respondents stopped doing business with some of their favorite brands after just one episode of waiting too long for a customer service agent to resolve their issue.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Why Too Much Choice is a Bad Thing

Beyond Philosophy

People like choices. They just don’t like choosing, at least not when there are too many options. However, if you give people the option of shopping where there are only two options or where there is a wide selection, people will nearly always choose to shop where there are many choices. Then, when they get there, they can’t make a decision and feel frustrated and disappointed about it.

A SaaS Companies Guide to Improving and Driving Customer Retention

ProProfs Blog

A loyal customer base is the cornerstone for any successful business. More so for Software-as-a-Service (SaaS) companies since acquiring new customers on a B2B level is much more difficult. This makes customer retention a necessity for SaaS-based companies.

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5 Top Customer Service Articles for the Week of April 8, 2019

ShepHyken

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.

Beware Healthcare… Your Access Center May Be at Risk!

Contact Center Pipeline

Contact centers are among the fastest-growing segment in the healthcare industry. Since the 1990s, hospitals have been consolidating and forming “systems.” These systems have also been absorbing physician private practices and centralizing functions.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

Why Too Much Choice is a Bad Thing

Beyond Philosophy

People like choices. They just don’t like choosing, at least not when there are too many options. However, if you give people the option of shopping where there are only two options or where there is a wide selection, people will nearly always choose to shop where there are many choices.

Is It Time for Your Contact Center Check Up?

Taylor Reach Group

By Colin Taylor. Clients frequently ask me what is the single most important activity they should undertake to ensure that their center is operating and performing at an optimal level.

Amazing Business Radio: Jeff Nicholson

ShepHyken

Service Utopia with Guest Jeff Nicholson. Crafting a Frictionless Service Experience for Employees and Customers. Shep Hyken interviews Jeff Nicholson. They discuss self-service, points of friction and effort, and Jeff’s newest whitepaper, “ Achieving Digital Customer Service Transformation.”.

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Pizza Party Contest: We Have a Winner!

Contact Center Pipeline

Thanks to all of you for participating in our 10th Anniversary Pizza Party Contest. We were blown away with the number of responses received! I guess everyone really does love a pizza party! The winner of the party is: The Costa Del Mar contact center in Daytona Beach, FL.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Live Chat Features, Benefits & Pricing: Understanding Why CS Experts Emphasis its Use

ProProfs Blog

How does it feel when your customers compliment the business for providing instant support? It feels great, isn’t it? However, connecting with customers in real-time can be a challenge through existing communication media such as emails and phone calls.

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What is a Good NPS Score?

GetFeedback

The question of what is a good NPS score is popular among brands who value customer experience. A Net Promoter Score, or NPS, has become a necessary customer experience metric.

How do your clients view you today?

Integrity Solutions

Clients may not currently view you as a partner, and that’s because success in the past didn’t depend on it. But clients’ expectations have changed, with the choice being evolve or risk being left behind. By Donna Horrigan.

Future of Contact Centers Survey: Tell Us What You Think

Contact Center Pipeline

Consumer expectations are higher than ever. To build a customer experience that will meet those expectations, organizations need to “know them better,” “help them faster,” and “wow them everywhere.” Many companies have elevated CX to the top of the priority list, and along with it, the contact center. Top organizations are integrating new tools and […]. Featured call center contact center

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Top 18 Most Influential Women in the Sales World (2019 Ready)

CrazyCall

There are dozens of hundreds of rankings devoted to sales influencers and experts across different industries and the world in general (we’ve also published one ). But there’s one thing all of them have in common. Those lists don’t include enough women. We’ve decided to remedy the situation and created a list of 18 saleswomen who in our view play an essential role in the world of sales. Tiffani Bova. Customer growth, sales and innovation evangelist at Salesforce. LinkedIn. Twitter. Medium .

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How to Segment Your Customers to Grow Revenue

GetFeedback

While you can’t reach out to each customer individually, it’s nice when you can get as close as possible. The problem is that it’s challenging. You want to provide great customer experiences to every possible customer group, but that’s difficult to do, even with a relatively small organization.

Most Challenging Callers

Taylor Reach Group

By Colin Taylor. While working on a call center consulting engagement with one of the largest garbage companies in the country we encountered what was likely the most difficult customer I have ever experienced. We were working in a mid- sized call center and discussing their customers.

How to Be a Better Bicoastal Team: 5 Takeaways From Our Marketing Offsite

Guru

As a bicoastal marketing team, we’re committed to keeping in touch over Zoom and Slack, but whenever we can get together in person, we jump at the chance.

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.

Most Efficient Ways to Manage Contact Center Solutions

Ansafone

Efficiently managing contact center solutions is the only way to achieve your goal of balancing low costs-per-call with delivering valuable customer experiences during every interaction.

6 Deep Audience Research Methods to Improve Your Targeting

GetFeedback

Buyer personas are often created on instinct instead of data. And let’s be honest, that doesn’t improve the customer experience. In some cases, buyer personas limit you to targeting one or two types of people, ignoring the different stages of the buyer cycle entirely.

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What Is Help Desk Software Used For?

ProProfs Blog

Do your customers appreciate you when it takes a lot of time to resolve their queries? Of course, not. As a business, you need to ensure minimal or no downtime. When you employ a support ticketing software, there are a few chances of your customer complaints going on hold.