Sat.Nov 14, 2020 - Fri.Nov 20, 2020

article thumbnail

Adopting a “One to say yes. Two to say no” Policy in the Contact Center

Customer Service Life

Image by Gerd Altmann from Pixabay. I was trying to remember where I originally heard or read the concept, “One to say yes. Two to say no.” Of course, it was on Shep Hyken’s blog some seven or so years ago. The concept has certainly remained top of mind since that first reading. At its core is the guideline that if an employee is empowered to do so, they may say yes to a customer.

article thumbnail

How To Get Customers To Wear Masks

Toister Performance Solutions

Two hair stylists in Springfield, Missouri developed coronavirus symptoms, but kept working. The first stylist, we'll call her Stylist A, got a COVID test six days after symptoms first appeared. She continued serving clients while awaiting the results.

Airlines 124
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Your Ultimate Guide to Employee Engagement Surveys

ProProfs Blog

Did you know that engaged employees are 44% more productive as compared to just satisfied workers! Engaged employees are your best assets to grow your business. Their efforts are aligned to the business goals. They act as role models to other employees by setting a standard benchmark. But, how to measure employee engagement to ensure maximum productivity?

article thumbnail

What Do The Pioneers of Customer Experience See for The Future

Beyond Philosophy

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? This episode of The Intuitive Customer, for starters. Recorded in celebration of the recent CX day, Colin joins fellow experience experts and champions Lewis Carbone and Joe Pine to talk all things Customer Experience.

article thumbnail

The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

article thumbnail

The Loyalty Question 2.0

ShepHyken

If you have been following my work, you may remember something I refer to as The Loyalty Question. It goes like this: What am I doing right now to make sure the customer comes back the next time they need whatever it is we sell? Most people think customer loyalty is about a lifetime. That’s a pretty big goal—making a customer stay for a lifetime. But if you break it down into smaller parts—as in the next time —it becomes much easier.

More Trending

article thumbnail

100 Call Center Management Tips: Expert Insights & Advice for Hiring & Training Call Center Agents

Callminer

Managing call centers today involves much more than scheduling agents to staff the phone lines.

article thumbnail

Tips for Onboarding New-Hires Remotely

Contact Center Pipeline

I’m no stranger to remote work. I’ve been onboarded remotely and have onboarded remote employees before. But I have to say I’ve never been a part of onboarding someone fully remote—with my onboarding partners-in-crime also being remote—in the midst of a pandemic. As we are adapting our processes and strategy at LaunchDarkly, it’s moments like […].

article thumbnail

Adaptive CX: Reducing the Impact of COVID 19 in Your Contact Center

CCNG

While the global health and economic crisis has radically altered businesses across the globe, it's also given us valuable insight into consumer habits and new adaptive customer experience strategies that are helping minimize the disruption. Here we've compiled benchmark data, valuable customer insight, and a list of new strategies and innovative solutions to help you prepare for the future, develop your own adaptive contact center strategy, and get your business back on track.

article thumbnail

304: Robert E. Quinn – Inspiring Positive Change

CX Global Media

When Dr. Robert E. Quinn was in the 6th grade, there was a popular boy in school who was good at basketball and almost every cute cheerleader loved him. Due to certain circumstances, he had to leave the school, and Dr. Quinn, wanting to be loved by the cheerleaders as well, saw it as an opportunity to replace him and become the best basketball player he could be.

article thumbnail

SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

article thumbnail

5 Top Customer Service Articles For the Week of November 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. 3 Ways To ‘Innovate’ The Customer Experience by Sanjay Monga. (Forbes) Innovation has become a popular buzzword of the Digital Age.

article thumbnail

Coaching During Covid-19: Six Remote-Coaching Tips For Contact Centers

Contact Center Pipeline

Now that call centers have transitioned to working from home, many managers and supervisors are finding coaching remotely to have its challenges. Managers often go into “survival mode” and put coaching on the back burner, or worse, turn to “command-and-control mode” in an effort to maintain business as usual. However, one of the things that […].

Coaching 162
article thumbnail

How to Coach Your Contact Centre Agents

Call Design

If you want to facilitate an environment for your contact centre agents to succeed, you need to start coaching. Coaching is a great way to encourage, enable, and empower your agents to not only want to be better at their jobs but perform better. Coaching is also a great opportunity for your agents to learn new skills, get feedback on the work they are doing, and resolve the problems they might be having with calls.

Coaching 173
article thumbnail

Contact Center Trends 2021: The CX Watershed

Fonolo

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Read the Full Industry Report Here: Contact Center Trends 2021. Here’s what they said.

article thumbnail

Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

article thumbnail

Contact Centre Trends 2021: Fonolo Report

Peter Lavers

The Coronavirus pandemic has changed the way we engage with customers, colleagues and suppliers – forever! Many companies were already on journeys of digital transformation, which have been accelerated beyond belief in 2020. This has particularly affected contact centres, and our founding director Peter Lavers was recently asked to contribute to Fonolo’s 2021 Contact Centre Trends Report.

article thumbnail

Cloud-Based Communication Tools Key to Maintaining Contact Center Operations

Contact Center Pipeline

When workforce operations are disrupted, the results can have a serious impact on your business. This is especially true if your customer service operations are interrupted. With customer service as one of the top areas driving customer satisfaction, continuing to serve customers in a timely, convenient manner is of the utmost importance. Delivering top-notch service […].

article thumbnail

Contact Center Digital Transformation Strategy

UJET

This is a guest post by Donna Fluss, the president of DMG Consulting LLC. It took a pandemic, but most companies have finally been convinced that they need to undergo a digital transformation to position themselves for success in the economy of the future, also known as the “new normal.” The only problem is that no one knows what the new normal will be, only that it is likely to be different from what the world looked like at the end of calendar year 2019.

article thumbnail

Contact Centers Are Using More Call-Backs Than Ever

Fonolo

As the contact center continues to evolve rapidly, it’s important to take a step back and evaluate the big picture periodically. Over the past few months, our team at Fonolo has been working diligently to explore the latest contact center trends. Unsurprisingly, technology adoption and customer experience continue to be hot topics — and as the demand for cloud-based software grows to accommodate remote work, call-back technology is steadily gaining popularity.

article thumbnail

Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

article thumbnail

Joined up Voice of Customer and Staff Studies

Peter Lavers

In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE) studies as completely different and dissociated exercises. The links between customer and staff satisfaction, ease of working/doing business, and advocacy are very well established, and yet the programmes to understand and manage these are all too often divorced within the organisation.

B2B 130
article thumbnail

Why Academic Writing Skills Are Useful for Managers

CSM Magazine

Writing is seen as such a Herculean task that it is often outsourced and that can be a great idea. If you look at the writing involved in a task and you realise that it is something that you cannot handle, it’s easy to get an essay writing service to deal with it for you. Nonetheless, academic writing is a very useful skill that you must acquire as a manager.

article thumbnail

6 Habits of Organizations with Successful Remote Support

TechSee

It’s as old as communication technology itself. The importance of following remote support best practices is undeniable – certainly anyone who has seen the movie Apollo 13 will recall that it saved the lives of the failed mission’s astronauts 50 years ago. In the decades since, with the ever-more-rapid pace of life, there is an increasing demand for companies that really know how to provide successful remote support and can provide faster response to customer support issues.

article thumbnail

Embrace the digital era by automating key business processes in the contact center

Talkdesk

Call centers are often high-stress environments, especially when customer demands relate to urgent issues such as health or financial well-being. Automating processes and tasks is a key step to reducing stress and boosting productivity. For contact centers, the competitive advantage lies with being customer-centric and providing the best customer experience (CX) possible.

article thumbnail

The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

article thumbnail

Testing in Production. Safely

Cyara

There is nothing as scary as testing against a production system. The number of possible “what if” scenarios include everything from system crashes and software failures, to faulty reporting and annoyed agents. Yet, running test calls through production is the only way to monitor all aspects of the customer experience. So is there a way to safely validate the production system without the risk of causing a career-ending situation?

article thumbnail

4 Things You Missed From the Ever-Evolving Effortless Experience: An Audience with Matt Dixon

TELUS International

Do you know what it really takes to reduce customer effort and improve CX? Discover some new insights from a world-renowned CX leader, Matthew Dixon.

article thumbnail

The Many Advantages of Modern and Open Call Center Platforms

OrecX

Despite their limitations and continued decline, closed call center software solutions still exist, even though they can be difficult to modify, support and integrate into an existing telephony environment. Open systems, on the other hand, offer tremendous benefits to call centers, and therefore these solutions are becoming more ubiquitous. These benefits range from ease of integration and the ability to repurpose hardware to leveraging existing IT skills and staff to administer and support the

article thumbnail

Answering Service vs. Virtual Assistant – How to Choose the Best Service for Your Business

Ansafone

Virtual assistants and answering services both provide exceptional service to your business. The one you choose will depend on the style of support that best suits your company; by understanding how each works, you can select the right service to work for you. What is a Virtual Assistant? A virtual assistant is one or … Answering Service vs. Virtual Assistant – How to Choose the Best Service for Your Business Read More ».

article thumbnail

ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

article thumbnail

How to Create a Customer Intimacy Strategy in 8 Effective Steps

HelpCrunch

What concepts do spring to your mind when it comes to building bridges with your customers? I’m all but certain you picture this: nice talks, smiley faces, and “Have a good day!” message tails. However, [ … ]. The post How to Create a Customer Intimacy Strategy in 8 Effective Steps appeared first on HelpCrunch blog.

118
118
article thumbnail

Pandemic-Tested Customer Experience Success

Chip Bell

First, thank you Chip for allowing me to offer this guest blog. Chip is one of the most talented and seasoned customer experience professionals globally, and I am grateful for his colleagueship and support. Most business owners and leaders want to provide experiences that drive customer engagement, loyalty, and referrals. However, designing and consistently delivering experiences that emotionally resonate with customers is daunting in the best of times, let alone in a pandemic!

article thumbnail

7 Ways to Say Thank You to Your Customers

Nicereply

As a writer, people tend to send me notebooks. Lots of notebooks. And though I do have an affinity for them, I’m actually quite particular about them. In fact, there’s only one brand of notebook I use. Baron Fig. I could list all the reasons why I like Baron Fig notebooks, as there are many, but the main reason I keep using them is this: the very first time I ordered a notebook from them they sent a handwritten letter thanking me for my business.

Sales 105