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

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.

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.

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Your Ultimate Guide to Employee Engagement Surveys

ProProfs Chat

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.

24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call

Callminer

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

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.

InformaTech

InformaTech

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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.

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.

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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.

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.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

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.

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.

Guest Post: A Guide to Training Employees to Deliver Outstanding eCommerce Customer Service

ShepHyken

This week we feature an article from Pawel Lawrowski, Head of Growth at Tidio. He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Poor customer service costs businesses over $75 billion a year in lost profits.

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.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

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.

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.

B2B 130

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.

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.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

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.

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.

New Contact Center Leaders, Here are Practical Solutions to Four Problems You’re Likely to Face

Customer Service Life

Image by Gino Crescoli from Pixabay. This article was originally published on CustomerThink and is being reposted with permission from the editor. Click here to read the original.

Beyond CRM Contact Center Integration: Why Data Unification Is the Key to Customer Service Success

UJET

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. But for many businesses, it is. API integrations are lines of code that connect two or more applications, like your CRM and your contact center.

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The Best Sales Forecasting Models for Weathering Your Goals

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!

Taking charge of community health: The power of rural hospitals

Nuance

The logistics and realities rural hospitals face have unique complexities vs. organizations in metropolitan or urban settings. The challenges of rising costs, new regulations, changing reimbursement models, clinician burnout, and staffing shortages are intensified in the rural community.

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.

3 Drivers of CX Success in 2021

Upstream Works

As the pandemic continues and businesses continue shifting focus to accommodate necessary changes, we’ve seen brand new drivers of customer experience (CX) success arise.

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.”

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.

Conversational AI in Customer Service: An Interview with Dawn Varghese of Agara

Customers That Stick

Note: This blog post contains information related to and provide by a client of CTS Service Solutions.

How to prepare your call center for holiday shipageddon

Talkdesk

2020 has been an extraordinary year for brands and retailers. COVID-19 has accelerated the channel shift from in-store purchases to e-commerce, leading many companies to rapidly adopt and upgrade their digital capabilities, while others were ill-prepared.

Data Lakes: Navigating Storage and Analytics in Cloud Contact Centers

NICE inContact

A data lake is a repository for storing massive amounts of raw data in its native form, in a single location.