Sat.Feb 29, 2020 - Fri.Mar 06, 2020

Bad Customer Service Rarely Results in Profitability

Beyond Philosophy

We have all been in line or on hold for customer service , waiting for a company to get back to us. We tap our toes and roll our eyes as we wait. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. Or are they?

Effectively managing home-based call center agents is possible. Here’s how.

Tethr

Looking into flexible scheduling options is one way to offset call center agent turnover. For some, this might mean allowing your workers to select shifts that best support their home lives. For others, this means giving reps the reigns to work remotely if the technology is in place to support it.

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Boosting support for customers and employees when the unexpected happens

Talkdesk

As business leaders, it’s our job to take care of our employees and our customers. We may not be able to control most natural disasters and emergencies, but we can control how we support employees and customers during these times.

First Call Resolution Ideas

Callminer

Solving a caller’s problems quickly can significantly improve their perception of your organization’s overall quality and competency. However, achieving the fastest possible resolution speed – over the course of a single call – can prove to be more complicated than it seems.

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.

The Top 5 Mistakes Companies Make with Remote Work

Contact Center Pipeline

Remote work in contact centers has evolved from an alternate staffing strategy to a core employee benefit. In fact, 80% of contact centers today embrace flexible scheduling and remote working for some segment of their population.

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10 Key Metrics to Evaluate your AI Chatbot Performance

Inbenta

For more than 15 years, Inbenta has been supporting companies worldwide in the creation of virtual assistants. We have seen the trends and uses evolve and while user expectations in terms of interactions and conversation have changed significantly, performance metrics have remained quite constant.

Guest Post: Good Customer Service Is More Than Good PR

ShepHyken

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us.

7 Great Tips on How to Choose an Answering Service

Ambs Call Center

When looking for a telephone answering service , it’s easy to be overwhelmed by the sheer volume of companies that show up on your Google search. How Answering Services Work

New Gartner Report Ties Knowledge Management to Superior Customer Service

Mindtouch

If we’re sure of one thing, it’s that customers are in the driver’s seat —now, more than ever. As Gartner predicts, “By 2023, organizations at advanced stages of digital transformation will find that poor customer experience is their biggest barrier to further success.”

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.

37 HR Professionals & Hiring Managers Share the Most Useful Customer Service Interview Questions for Managers

Callminer

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day.

Four Lessons From The Cult Of The Customer

ShepHyken

It’s almost here… the updated and revised edition of The Cult of the Customer. If you’re reading this article the week it’s posted, then this is a sneak preview of a few of my favorite quotes from the book.

Are Customer Complaints Profitable?

Beyond Philosophy

Research in Harvard Business Review last year suggested that some companies with poor customer service are terrible on purpose to wear out disgruntled customers so they don’t have to fix customer problems.

Turning Up the Heat on the Contact Center: A Fireside Chat with Verint’s Ryan Hollenbeck

Contact Center Pipeline

When you think of states with the hottest temperatures in the U.S., chances are Arizona will be at the top of your list.

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.

37 HR Professionals & Hiring Managers Share the Most Useful Customer Service Interview Questions for Managers

Callminer

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day.

5 Top Customer Service Articles For the Week of March 2, 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.

How to Hyper-Personalize the Customer Experience

GetFeedback

What is hyper-personalization and how to achieve it in your CX program. Articles

Contact Center Pipeline Magazine: Inside Our March 2020 Issue

Contact Center Pipeline

Welcome to the March 2020 issue of Contact Center Pipeline magazine! It is gratitude month for me at Contact Center Pipeline! Our first issue was published in March 2009. And as they say, the rest is history.

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.

What Is a Customer Satisfaction Score and How to Measure It

ProProfs Blog

Bill Gates, the wealthiest business tycoon, said, “ Your most unhappy customers are your biggest source of learning ”. Bill might be running one of the biggest companies that the world has ever seen; however, he too has to deal with unsatisfied and complaining customers. .

Amazing Business Radio: Bill Cates

ShepHyken

The Radical Relevance of Customer Experience. Crafting Your Message to Deliver a Consistent Internal and External Experience. Shep Hyken interviews Bill Cates.

Top 6 Customer Experience Best Practices for 2020

GetFeedback

The six CX trends that you can't ignore in 2020. Articles

Should I Send a Cover Letter for a Customer Service Job?

Customers That Stick

Yes, you should absolutely send a cover letter. Because today, so many other people aren’t. It makes you stand out. It shows you’re professional. It shows you’re willing to go the extra mile.

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.

6 Simple Tips for Social Media Customer Service Success

Fonolo

These days, the odds are pretty high that a business will have a presence on social media, interacting with customers and promoting their product. If you are just getting started or you haven’t considered how you can use social media to benefit your business, it’s time.

Guest Post: Good Customer Service Is More Than Good PR

ShepHyken

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us.

Why Customer Feedback is the Key to Great CX

GetFeedback

In this article, we talk about using customer feedback as a guide to creating a great customer experience. . Articles

The Effortless Experience by Matthew Dixon, Nick Toman, and Rick DeLisi (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at The Effortless Experience by Matthew Dixon, Nick Toman, and Rick DeLisi.

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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.