Sat.Mar 14, 2020 - Fri.Mar 20, 2020

Becoming a Remote Worker: Four Key Lessons

ConvergeOne

Historically, I’ve worked in an office setting where I grew familiar interacting with people and co-workers face-to-face.

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Guest Post: Power to the People – 5 Ways to Elevate the Agent Experience

ShepHyken

This week we feature an article* by Candace Sheitelman, CMO at Edify. She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged.

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Coronavirus and Contact Centers: Is it Time to Rethink Remote Working?

Noble Systems

As you’re aware, the Coronavirus and how it’s affecting our lives is an ever-changing situation. It is a challenging time for all of us and many contact centers will be facing difficult decisions regarding the safety and well-being of their staff.

How to support customers during the epidemic

Toister Performance Solutions

A few Customer Service Tip of the Week subscribers have asked if I had any specific advice for serving customers during the COVID-19 epidemic. I won't pretend to have any magic cure-alls. This is not an easy time to be in customer service.

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!

Emerging Trends Revealed in Unique CX Research

Beyond Philosophy

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. Some of the research told us what we expected to hear, but some of the revelations might surprise you.

More Trending

Working Remotely: How to Build a Team and Communicate with Your Team From Anywhere

Myra Golden Media

How to work remotely with a team is the most trending topic right now. Here’s precisely how you build a team and communicate with your team from anywhere. Customer Experience Design

How to Quiet the Ego and Lead with Humility

Contact Center Pipeline

Great leadership is not always about being “right.” In fact, it rarely is. The leader’s job is to bring out the best in employees and to engage them in working together to do what’s best for the company.

Are You Using This Valuable Marketing Tool For Growth?

Beyond Philosophy

People are way more afraid of shark attacks than we should be. The reason we are is the same reason branding works for your organization to attract customers. However, before we get to that, consider the following statistic.

The Problem Didn’t Start When Your Customer Told You About It

ShepHyken

The phone rings. A customer service representative answers the phone and hears about a problem a customer is having. It may be the first time the company hears about this particular problem, but it isn’t when the problem occurred. It occurred before the customer called.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Leading virtual meetings

Myra Golden Media

With Covid-19, most meetings will be virtual. Learn how to make your virtual meetings productive and engaging in this short course. Customer Experience Design

Inside View: Televerde’s Prison Workforce Development Program

Contact Center Pipeline

Ashley Cruz was just 21 years old when she was incarcerated at Perryville Correctional Facility in Arizona. She was a mother with two young children and a first-time offender. Cruz knew that she had made a huge mistake, but she didn’t know how to fix it. “I

Are You Using This Valuable Marketing Tool For Growth?

Beyond Philosophy

Shark attacks have overblown importance compared to how often they occur. But since TV and movies have made so much of these rare, and rarely fatal events, we are sure we will be the next victim. These unlikely worries are the result of a psychological phenomenon called the Availability Heuristic.

5 Top Customer Service Articles For the Week of March 16, 2020

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.

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

COVID-19: At-Home Customer Service Classes (MyraGolden.com & LinkedIn Learning)

Myra Golden Media

If you and your customer service employees are stuck at home like most of us, it can be a fantastic time to jump into the professional development training you’ve been putting off. We have some free and low-cost ways to improve the sound, flow, and feel of your customer interactions.

Meet WFMSG: Our March 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline

Exclusive Research Reveals Fascinating New Trends

Beyond Philosophy

You all want growth, don’t know what to prioritize to get it, and aren’t nearly worried enough about the disruption AI will have on your industry. At least, that’s what our research late last year told us.

Guest Post: Power to the People – 5 Ways to Elevate the Agent Experience

ShepHyken

This week we feature an article* by Candace Sheitelman, CMO at Edify. She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged.

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.

Master The Skills Of De-escalation While Your Agents Work From Home with our 30-Minute Online Class

Myra Golden Media

My first job was at Kmart. I was 16. One night I stood less than two feet away from an angry customer who slapped my co-worker during a Blue-light Special. Kmart showed me how quickly situations can escalate, and in a lot of ways, my work in retail taught me what not to do in intense interactions.

6 Ways to Provide Meaningful CX During a Global Crisis

GetFeedback

How companies can show empathy and deliver meaningful customer experience needed during a global crisis. Articles

The Artificial Intelligence Field Service Revolution

TechSee

In today’s customer-centric and highly competitive marketplace, field service organizations must meet the growing expectations for shorter waiting times, quicker resolutions, and better overall customer experience.

Guest Post: Power to the People – 5 Ways to Elevate the Agent Experience

ShepHyken

This week we feature an article* by Candace Sheitelman, CMO at Edify. She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged.

How a Community of Practice Can Support Your Customers

Speaker: Georgina Cannie, Online Community Lead, Pragmatic Institute

Join Vanilla Forums on Thursday, July 9th 2020 at 12 PM ET for a webinar led by Georgina Cannie, Head of the Pragmatic Alumni Community for Pragmatic Institute, as she explores how Online Customer Support Communities can incorporate CoP programs.

How to Measure Customer Satisfaction

ProProfs Blog

This is the worst restaurant I’ve been to in my entire life! That website is so annoyingly slow. Don’t even waste your time trying to read something there. I really hope that nobody will ever buy this software again. This interface is so frustrating!

The Catalogue of Customer Experience Metrics

GetFeedback

The most popular CX metrics catalogued by purpose and best use case. Guides

Get your contact center staff working remotely NOW

Talkdesk

An unprecedented challenge. The coronavirus pandemic is like nothing in our lifetime. Every day brings more global news of measures to control the spread of the virus — closure of schools, restaurants, stores, sporting events and more. Social distancing is the mantra of the day.

The Problem Didn’t Start When Your Customer Told You About It

ShepHyken

The phone rings. A customer service representative answers the phone and hears about a problem a customer is having. It may be the first time the company hears about this particular problem, but it isn’t when the problem occurred. It occurred before the customer called.

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.

5 Tips to Manage Remote Customer Support Agents

UJET

A strong customer support team is integral to the success of any business. But a strong team doesn’t need to be in the same office to ensure success. The rise of remote work has proven that employees can be as, or more, efficient in their work outside of the office.

Jumpstart Your Remote Work Policy With Quick Templates and Resources

Guru

If you are in the midst of a transition to remote work, we're here to help. This post includes a range of resources from templates for documenting a new remote work policy to tips on how to feel less isolated while working from home. knowledge management

Contact center customization when it matters most

Talkdesk

Continuously improving the customer journey in order to achieve the perfect customer experience (CX) is the Everest of the CX-obsessed.