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For many of us, this month marks the time of year when yearly numbers start coming in. We get to find out how good or bad our contact centers were, on a yearly basis, and figure out what to do next. Let’s not waste this reflective opportunity, and instead let’s change our way of thinking […]. MORE
As you may know, each Thursday morning I send out brief, easy-to-understand (and implement) tips to an exclusive group , my newsletter subscribers. MORE
The only reason that a customer would or even should consider doing business with us is that somehow we enhance their ability to attract and serve their customers. By Derek Roberts. If you are in sales, you know that feeling of satisfaction (or even elation) you get from closing a sale. MORE
The most prominent challenges of running a cross-functional CX team and how to overcome them. Articles MORE
This week we feature an article by Annette Franz, CCXP; founder + CEO of CX Journey Inc. She shares tips on how to create an effective customer-centric company culture. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? MORE
Customer relationship is a prime factor that determines the success of a business and the qualities of a company. The most experienced businessmen would tell you how important it is to retain customers sometimes more [ … ]. MORE
Cold calling is undoubtedly the most challenging part of inside sales. But, did you know that 92% of all customer interactions happen over the phone? Being prepared with a cold calling script can be helpful. Not only are you more confident in making the offer. MORE
Does your call center feel more like a burden than an asset? You’re not alone — contact center managers often find themselves faced with tough challenges, including clunky technology, dysfunctional processes, and less-than-happy customers. MORE
The relationships you build with customers comes down to how well you interact with them. To consistently deliver a better customer experience (CX) and forge meaningful relationships, it is imperative that call center agents like you are skilled in the art and science of rapport building. MORE
Machine Learning in the Customer Experience. How to Utilize Technology to Create a Better Customer Experience. Shep Hyken interviews Cameron Weeks. They discuss strategies for improving both the employee experience and the customer experience using machine learning technology. MORE
At the heart of every growing organization are its employees. The very people who keep businesses functioning and evolving are all too often overlooked to primarily focus on satisfying paying customers. MORE
Soft skills are much more than just being nice. If you’ve put together a list of personal development goals lately, it’s probably looked a little like this: • Complete Javascript course on Codecademy. Work with data team on CSAT analysis trends. Increase CSAT score to 95%. MORE
Call centers and contact centers operate within the same general field of customer support and outreach. However, the two are not exactly the same. Call centers came first, focusing employees on handling large streams of customer calls at once. MORE
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. How to calculate your customer retention rate by Bryce Baer. Zendesk) Churn happens. But a company shouldn’t run from its churn rate. Rather, consider it a key metric to guide and improve customer retention strategy and retention rate. MORE
It seems logical to do what everyone else is doing successfully when you get into business. It makes no sense at all to do it differently, does it? It won’t be good for your career, your team, or your bottom line. MORE
Upgrade the training you provide to your call center reps so they can upgrade the service they provide to your customers. Here are some tips: Get the team acquainted. MORE
Great customer service is comprised of many things. Besides policies and procedures which lead to a satisfied customer, your smile, positive words, and open body language are just as important – and many say even more important. Here are a few ways businesses can put their customers at ease. MORE
258 Operating a growing call center operation involves logging and assessing myriad moving elements at once. It can be close to impossible to manage these critical success factors without help from specialized software. MORE
The 8 steps to creating a successful post-purchase survey plan. Articles MORE
Everyone is talking about the way we’re functioning now as our “new normal.” But is this current routine just a short-term patch while we work through the COVID-19 crisis, or will it change the way we operate in the future? MORE
To have leaders who act with intention is essential for a healthy organization, whether that business is made up of one or thousands of people. MORE
People think of loyalty as a customer for a lifetime, but it is really much simpler than that. It’s about the next time, every time. – Shep Hyken. MORE
The COVID-19 pandemic has touched every area of life and field service organizations continue to be at the sharp end. MORE
The Surprising Power of Ideas That Don’t Make Sense Part 1. If you go into business, you probably have checked out what the competition is doing first. In many cases, you might be tempted to do the same thing. After all, it is working, at least to some extent. However, we think that taking a different tack, choosing a different road, or embracing that idea that doesn’t make sense, will be a way to create competitive differentiation that you would otherwise not have. MORE
Virtually every contact center understands the unique challenges its employees face: Agents often struggle with low pay, high stress, few chances for advancement, not enough training and poor leadership. MORE
I recently wrote about the expected experiences gap , where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with. MORE
Were you surprised to read the title of this post? Do you believe that using technology to understand customers is the only way today? Then let me explain why I believe it’s not quite that simple. . MORE
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. The shipping clerk leaned across the counter to hand the customer a receipt. MORE
Extending Virtual Private Network (VPN) connections throughout an organization became a common tactic employed by many companies to enable remote agents during the coronavirus (COVID-19) crisis. However, this tactic is not future-proof. MORE
Contact Center Pipeline
MAY 28, 2020
Everyone is talking about the way we’re functioning now as our “new normal.” But is this current routine just a short-term patch while we work through the COVID-19 crisis, or will it change the way we operate in the future?
Fonolo
MAY 26, 2020
Does your call center feel more like a burden than an asset? You’re not alone — contact center managers often find themselves faced with tough challenges, including clunky technology, dysfunctional processes, and less-than-happy customers.
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ShepHyken
MAY 29, 2020
This week we feature an article by Annette Franz, CCXP; founder + CEO of CX Journey Inc. She shares tips on how to create an effective customer-centric company culture. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean?
Callminer
MAY 27, 2020
At the heart of every growing organization are its employees. The very people who keep businesses functioning and evolving are all too often overlooked to primarily focus on satisfying paying customers.
Advertiser: ZoomInfo
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!
Steve DiGioia
MAY 25, 2020
Great customer service is comprised of many things. Besides policies and procedures which lead to a satisfied customer, your smile, positive words, and open body language are just as important – and many say even more important. Here are a few ways businesses can put their customers at ease.
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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ShepHyken
MAY 27, 2020
I recently wrote about the expected experiences gap , where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with.
Callminer
MAY 27, 2020
Call centers and contact centers operate within the same general field of customer support and outreach. However, the two are not exactly the same. Call centers came first, focusing employees on handling large streams of customer calls at once.
Beyond Philosophy
MAY 28, 2020
It seems logical to do what everyone else is doing successfully when you get into business. It makes no sense at all to do it differently, does it? It won’t be good for your career, your team, or your bottom line.
Contact Center Pipeline
MAY 27, 2020
For many of us, this month marks the time of year when yearly numbers start coming in. We get to find out how good or bad our contact centers were, on a yearly basis, and figure out what to do next. Let’s not waste this reflective opportunity, and instead let’s change our way of thinking […].
Advertisement
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!
ShepHyken
MAY 26, 2020
Machine Learning in the Customer Experience. How to Utilize Technology to Create a Better Customer Experience. Shep Hyken interviews Cameron Weeks. They discuss strategies for improving both the employee experience and the customer experience using machine learning technology.
Callminer
MAY 26, 2020
Operating a growing call center operation involves logging and assessing myriad moving elements at once. It can be close to impossible to manage these critical success factors without help from specialized software.
GetFeedback
MAY 28, 2020
The 8 steps to creating a successful post-purchase survey plan. Articles
Beyond Philosophy
MAY 23, 2020
The Surprising Power of Ideas That Don’t Make Sense Part 1. If you go into business, you probably have checked out what the competition is doing first. In many cases, you might be tempted to do the same thing. After all, it is working, at least to some extent. However, we think that taking a different tack, choosing a different road, or embracing that idea that doesn’t make sense, will be a way to create competitive differentiation that you would otherwise not have.
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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!
ShepHyken
MAY 25, 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. How to calculate your customer retention rate by Bryce Baer. Zendesk) Churn happens. But a company shouldn’t run from its churn rate. Rather, consider it a key metric to guide and improve customer retention strategy and retention rate.
TechSee
MAY 26, 2020
The COVID-19 pandemic has touched every area of life and field service organizations continue to be at the sharp end.
GetFeedback
MAY 24, 2020
The most prominent challenges of running a cross-functional CX team and how to overcome them. Articles
Steve DiGioia
MAY 28, 2020
As you may know, each Thursday morning I send out brief, easy-to-understand (and implement) tips to an exclusive group , my newsletter subscribers.
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C3Centricity
MAY 25, 2020
Were you surprised to read the title of this post? Do you believe that using technology to understand customers is the only way today? Then let me explain why I believe it’s not quite that simple. .
Integrity Solutions
MAY 28, 2020
The only reason that a customer would or even should consider doing business with us is that somehow we enhance their ability to attract and serve their customers. By Derek Roberts. If you are in sales, you know that feeling of satisfaction (or even elation) you get from closing a sale.
JustCall
MAY 26, 2020
Cold calling is undoubtedly the most challenging part of inside sales. But, did you know that 92% of all customer interactions happen over the phone? Being prepared with a cold calling script can be helpful. Not only are you more confident in making the offer.
HelpCrunch
MAY 28, 2020
Customer relationship is a prime factor that determines the success of a business and the qualities of a company. The most experienced businessmen would tell you how important it is to retain customers sometimes more [ … ].
Speaker: Venessa Paech, Australia's Leading Community Specialist
Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.
ProProfs Blog
MAY 28, 2020
People think of loyalty as a customer for a lifetime, but it is really much simpler than that. It’s about the next time, every time. – Shep Hyken.
Toister Performance Solutions
MAY 28, 2020
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. The shipping clerk leaned across the counter to hand the customer a receipt.
Talkdesk
MAY 28, 2020
Extending Virtual Private Network (VPN) connections throughout an organization became a common tactic employed by many companies to enable remote agents during the coronavirus (COVID-19) crisis. However, this tactic is not future-proof.
Nicereply
MAY 26, 2020
Soft skills are much more than just being nice. If you’ve put together a list of personal development goals lately, it’s probably looked a little like this: • Complete Javascript course on Codecademy. Work with data team on CSAT analysis trends. Increase CSAT score to 95%.
Advertisement
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.
Tethr
MAY 28, 2020
Upgrade the training you provide to your call center reps so they can upgrade the service they provide to your customers. Here are some tips: Get the team acquainted.
Russel Lolacher
MAY 24, 2020
To have leaders who act with intention is essential for a healthy organization, whether that business is made up of one or thousands of people.
Talkdesk
MAY 26, 2020
The relationships you build with customers comes down to how well you interact with them. To consistently deliver a better customer experience (CX) and forge meaningful relationships, it is imperative that call center agents like you are skilled in the art and science of rapport building.
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