Sat.Dec 15, 2018 - Fri.Dec 21, 2018

Nail Your Service Level by Manipulating Supply and Demand

Injixo

In this article, we’ll review best in class practices for achieving service level by adjusting the number of available agents (supply) and the amount of incoming workload (demand). WFM Strategy

The Reason Your Employees Can’t De-escalate

Myra Golden Media

Everybody thinks to train employees on the company’s applications and products and to give them basic phone skills.

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Keeping Call Center Agents from Causing Legal Liabilities and Undermining Relationships

Contact Center Pipeline

Legal disclosures are everywhere—almost to the point of ad nauseam. They are found in everything from prescription drug ads that feature absurdly long lists of side effects to the obvious, “This hot coffee is HOT.” Such marketing-based disclosures become practically invisible.

Do Your Customers Trust You This Much?

ShepHyken

Some of you may or may not know that I perform magic. Not real magic. When I was a kid I did birthday party magic shows, and in high-school and college worked in comedy clubs doing comedy and magic. I still practice card tricks. . There was a magic shop in Washington, DC owned by Al Cohen.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

The Sad Truth About Utilities, Railroads and CX

Beyond Philosophy

Water and train companies in the U.K. have come under fire recently over their lousy customer service. What do these two seemingly-unrelated industries have in common? Both are monopolies, and a monopoly is almost always bad news for the customer. Water service to homes in the U.K.

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40 Customer Retention Statistics You Need to Know

GetFeedback

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. While some churn is a normal part of any business, a high churn rate can cripple the growth of any organization.

Best Customer Service and Experience Articles, Videos, & Podcasts

ShepHyken

Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top Cartoon for 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. A business must keep up with the times.

Are You Making Intuitive or Rational Decisions?

Beyond Philosophy

How many words a minute can you type? Now, if the letters, numbers, and symbols were not printed on the keys, how many would you be able to write on the correct key? 100%, right? Maybe not. You probably don’t know the answer to the second question for sure.

Calculating ROI for Contact Center Technology Investments

Contact Center Pipeline

It’s easy to get excited about technology and conjure up all of the benefits that will accrue to the contact center. But you must make the case initially to get funding, and then, ideally, show that you delivered on that promise.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

Why Do Contact Center Agents Stay?

Call Center Coach

Regardless of the economic cycle, turnover can be a problem for a lot of contact centers. Whether it’s just retaining any person to be in your contact center or just those high performers. Turnover is something that all of us need to do a better job of managing, but how do you do that?

Amazing Business Radio: Dr. Willie Jolley

ShepHyken

The Attitude of Excellence. Growing Your Organization to Deliver Superior Customer Service.

Why is Academic Research So Impenetrable?

Beyond Philosophy

There is a great deal of information in academia that can help your business, but how do you access it? How do you read it? How can you apply this to your customer experience?

How Changing Customer Attitudes Should Shape 2019 Contact Center Priorities

Contact Center Pipeline

Digital technology has completely transformed the relationship between brands and customers. Interactions now extend beyond the point of purchase, taking place over a variety of channels, and forming an ongoing conversation.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

SUPER AGENT – Stopping Smart Product Returns from Ruining Christmas Sales

TechSee

With Google Home, Apple Homekit and Amazon Echo creating buzz around connected devices, smart home products have become increasingly popular.

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Guest Blog: 10 Surefire Ways to Improve CSAT Score

ShepHyken

This week we feature an article by Prasad Reddy who shares 10 ways to improve CSAT scores by enhancing customer satisfaction. – Shep Hyken. Customer satisfaction is at the core of your business health and growth.

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4 Content Marketing Tips Ecommerce Businesses Should Use in 2019

Joe Rawlinson

Content marketing is not merely effective today. Its efficiency is growing with every passing year, according to statistics. People today devour massive amounts of content daily, so providing them with the top-quality stuff is the way to set yourself apart from the competition.

The Secrets to Growth. How to Get New Customers

C3Centricity

This shorter than usual post was inspired by a great question on Quora about how to get new clients. Although my original answer was for a web design company, most of my ideas are relevant whatever industry or profession you are in.

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.

30 Customer Retention Strategies Used by Top Companies

Nextiva

Most business owners know that retaining customers is valuable, but just how valuable is it? Econsultancy reported that winning a new customer costs a company five times more than retaining an existing one. Despite this, they found that most companies focus more on customer acquisition than customer retention strategies — 28 percent more. So, why […].

5 Top Customer Service Articles for the Week of December 17, 2018

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. Why Customer Experience Has Never Been More Vital by Samantha Paxson.

Ten Workplace Trends Shaping the Future

Integrity Solutions

The fight to keep top talent. Millennials in leadership roles. Addressing the skills gap. And more 2019 workplace trends we’re watching. By Mike Esterday. The notion of work is changing in America.

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8 Simple Rules for Making Customers Happier: Embody the Champion You Want Your Customer to Become

Guru

Customer happiness is the ultimate goal of every customer experience (CX) team. There are a number of ways to create happy customers, but it’s not always as straightforward a process as it may seem.

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

How to Create a Business Continuity Plan

Nextiva

If a disaster such as a fire, flood or communication breakdown were to occur, many businesses would lose profits, damage their reputation or even be forced to close. A well-thought-out business continuity plan can help prevent this kind of extensive damage from happening. Having a company-wide plan in case of an emergency is essential, especially […].

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Passionate Contact Center Agents Produce Exceptional Results

Ansafone

Passion Drives Outcomes that Serve Clients, Help Customers, and Produce Excellence Quick question: what word resonates with you more, passionate or dispassionate? Even without knowing the context, you surely picked passionate. After all who wants dispassionate, which means aloof, detached, and cold?

3 Steps to Onboarding Successful Customers

Amity

Customer onboarding is a unique window of opportunity for a SaaS business. It’s a time when the customer is truly excited and interested in advice and guidance in a way they likely won’t be later on in their customer journey.

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A 2019 prediction: Radiologists accelerate the adoption of workflow-integrated AI solutions

Nuance

I have a prediction for the adoption of AI in radiology in 2019: radiologists not only will adopt workflow-integrated AI solutions in increasing numbers, they will accelerate development and application of these solutions throughout the healthcare value chain.

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.