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.

A New Segmentation Model for Customer Onboarding

In this eBook, we 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.

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.

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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

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

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.

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.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

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

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

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.

Amazing Business Radio: Rob Markey

ShepHyken

Customer Value is Company Value. How to Drive Value and Become Customer-Focused. Shep Hyken interviews Rob Markey , a leader of Customer Strategy and Marketing at Bain & Company.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

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 Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

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.

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.

The Catalogue of Customer Experience Metrics

GetFeedback

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

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.

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.

Customer Engagement vs. Customer Experience

Tethr

When you think about customer experience (CX), you must think about it in terms of a customer’s entire journey with your brand. At its core, CX all comes down to how a person feels about the experience of interacting with your company.

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.

5 Ways to Prove Your CX Metrics Are Impacting Business Results

GetFeedback

How to connect your CX results to the overall performance of your organization. Articles

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.

3 Reasons to Prioritize On-Demand Customer Training

On-demand training is a powerful tool you can leverage to support new customer onboarding and ongoing education through the customer lifecycle. In this eBook, we’ll delve into the 3 key benefits of on-demand training for your customer onboarding process.