Sat.Apr 13, 2019 - Fri.Apr 19, 2019

3 Surprising Ways to Motivate Call Center Employees

Jive

Motivating employees is hard enough. Motivating call center employees? That’s even harder. Imagine a team of employees that deals with clients day in and day out. They typically work demanding hours and assist disgruntled customers. Agents are constantly on their toes. They have to know their product or service inside and out to intelligently and thoughtfully answer any questions customers have. Needless to say, it’s a difficult and exhausting job , but somebody’s got to do it.

4 Guidelines for Switching Channels Without Aggravating Customers

Customer Service Life

This article was originally published on the FCR blog on March 22, 2019. Click here to read the original. Image by Adriano Gadini from Pixabay. I recently contacted a company for customer service regarding a piece of software that was critical to me finishing a project.

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6 Reasons Why Customer Support Is an Essential Part of Your Business

ProProfs Blog

It takes 12 positive interactions to make up for 1 negative interaction with a customer. The worst part is, 33% of customers don’t even return after 1 negative experience. They are now served by your competitor. In short, customer support makes all the difference.

Amazing Business Radio: Sandy Rogers

ShepHyken

Lead with Loyalty with Guest Sandy Rogers. Enhancing the Customer Experience Through Emotional Engagement. Shep Hyken interviews Sandy Rogers.

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.

Start. Stop. Continue — three Powerful Words for Goal-Setting, Process Improvement, and Self-Improvement.

Myra Golden Media

I end all of my customer service workshops by asking participants to write down three words. Start, Stop, and Continue. Then I invite them to reflect on the day by jotting down: One thing they will START doing based on something they learned in the training.

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It’s Time to Rethink Your Approach to Supporting Customer Service Agents

Contact Center Pipeline

Building powerful and engaging customer experiences through the contact center requires several important ingredients—just-in-time and in-context analytics, artificial intelligence for self-service and after-contact work, seamless omnichannel options for customers, and fair, accurate scheduling.

Experiential Calluses Against Poor CX

ShepHyken

Last summer I played golf with a friend. At the end of the game, he had blisters. He didn’t play very often, and the golf clubs rubbed his skin raw. My hands were just fine. I’m fortunate to play several times a month and over time I’ve built up calluses that prevent those nasty blisters.

Customer Service – 9 Tips for Sales, Marketing, and Support

ProProfs Blog

Customer service is just a day in, day out, ongoing, never ending, unremitting, persevering, compassionate, type of activity. Leon Gorman. It needs no mention that buyers love excellent customer service.

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10 Things You Must Know to Establish and Preserve Your Customer Service Culture

Beyond Philosophy

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations.

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.

Voice of the Customer Survey: We Need Your Insights

Contact Center Pipeline

We need your help to better understand existing processes for gathering, processing and analyzing information about the customer experience. Give us your thoughts in this short Voice of the Customer survey. Results will appear in a future issue of Contact Center Pipeline.

5 Top Customer Service Articles for the Week of April 15, 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. 6 Customer Service Pitfalls and How to Avoid Them by Sam Del Rowe.

Stop Trying To Replace Your Agents With Chatbots — No, Seriously!

Ian Jacobs

Customer service organizations have been looking for ways to cut costs for decades. Now that chatbot mania has taken over, many are jumping on the bandwagon and attempting to replace their human agents with chatbots.

Is Facial Recognition Creepy or Is It Just the Future?

Beyond Philosophy

Is Facial Recognition Creepy or Is It Just the Future? Technology can analyze people’s facial expressions and determine what emotion they feel. It’s called Facial Expression Analysis and it uses Facial Recognition technology.

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.

How to Make Your Contact Center Digital Transformation a Success

Contact Center Pipeline

I recently had a conversation with Richard Antosik, Vice President, Digital Operations (Client Services) at Laurentian Bank regarding their contact center’s recent digital transformation. The following are the questions and answers regarding their lessons learned.

Guest Blog: The Art of the Survey – Why one question is more than enough

ShepHyken

This week we feature an article by Georgina Nelson who explains her approach to collecting customer feedback that will help you provide a better customer experience. One of the biggest misconceptions about collecting customer feedback is the idea that asking more questions provides more of the insights you’re looking for. Through our work with retail businesses across the world, we’ve found that this couldn’t be further from the truth.

5 Tips to Help You Host the Perfect Event

ProProfs Blog

Today’s generation looks forward to two things during the week: Spending the weekend in bed doing absolutely nothing or celebrating the weekend doing something they like. Millennials love events; I love events; more importantly, companies should also love events.

7 Important Questions to Ask Customers for a Better Customer Experience

GetFeedback

Providing a solid customer experience (CX) can be incredibly hard for many companies. In an increasingly competitive global market, the experience that you provide to your customers is often the only thing that sets you apart from your competitors.

Your Complete Customer Engagement Handbook

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

Protecting Customer Data, Part 1: Balancing Customer Friction & Fraud Prevention

Contact Center Pipeline

Businesses are facing ever-increasing risks of fraud and cybercrime. Every day brings more reports of security breaches and compromised customer data. Cybercriminals are clever and quick to find new ways to steal customers’ and employees’ personally identifiable information, which can be used to commit fraudulent activities ranging from spamming to accessing online accounts to extortion. […].

Women Leadership & Customer Experience

Call Center Weekly

By Stacy Sherman (MBA, CX Certified) ? This article originally appeared on Doing CX Right There’s an increasing amount of conversations about Women and Leadership, and I love it!

How to Boost the Customer Lifetime Value of Your Promising Startup?

ProProfs Blog

Young startups obsessively focus always on increasing the number of customers. Get more customers, we need more sales, connect with more leads, these phrases tend to be the most commonly spoken phrases during team meetings.

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4 Reasons Your Customers Won’t Reach Out to Customer Service

GetFeedback

To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. But does this work well?

CRM 114

How to Create an Exceptional Customer Experience

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

Millennial Myths & The Call Center

Taylor Reach Group

By Colin Taylor. I read an interesting article by Jennifer J Deal at strategy+business looking at five myths we hold about Millennials.

Call Center Culture of Excellence – How to Build it

TechSee

Many of us have worked in contact centers. It’s never been a particularly glamorous or well-paid job. And there’s now a serious talent shortage. Employers around the globe are facing the most severe recruitment crisis in 12 years, according to the latest Talent Shortage Survey , with 40% of companies surveyed reporting difficulties filling roles.

Why a Help Desk Software is Important for Your Business?

ProProfs Blog

Customer service is the driving force for any business. You may have a great product, the best marketing team, but still, fail to reach out to your target audience and retain customers. What may be the reason? A bad customer experience.

Fall in Love With Your Customer’s Pain Points - Not With Your Solutions

McorpCX

It’s human nature to fall in love with your solutions. it’s also one a common pitfall for business leaders, entrepreneurs and those responsible for improving customer experiences. Customer Experience customer experience strategy cx implementation analytics

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.

People Rise to Their Belief of Your Belief in Them

Integrity Solutions

Coaching Sales Teams and the Link Between Expectations, Beliefs and Performance. The truth is, all of us need coaches. Most people will not work, learn and extend themselves, by themselves, to the extent that they will with the help of a coach who sets high expectations for them. Think about it.

How To Build Your Customer Listening Skills

Toister Performance Solutions

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. I've got good news and bad news. The bad news is something you already know.

Event Survey Questions: 7 Questions You Must Ask Your Attendees

GetFeedback

There’s a lot that goes into planning an event, and I’m pretty sure that event survey questions are not at the top of your list. But they should be. Good event marketing is about more than simply hosting a conference or fundraiser.