512 
The Importance of Context in Customer Service
Customer Service Life
SEPTEMBER 17, 2020
2020
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The Fusing of AI & Automation with Human Judgment in Call Center Success
Callminer
SEPTEMBER 2, 2020
Why Is Patient Engagement Important? | Frontline Group
Advertiser: 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.
Why We Think Things Are Good When They Are Bad
Beyond Philosophy
SEPTEMBER 10, 2020
Human beings are magnificent at holding onto two contradictory beliefs in their minds. It’s a psychological phenomenon called Cognitive Dissonance, and it’s why we sometimes think that things are good when they are, in reality, bad.
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
More Trending 5 Low-Budget Ways to Improve Customer Experience in 2020Guru JULY 23, 2020 Providing great customer experience is vital in our modern world. A recent survey found that 66% of consumers rate experiences over price when they make a purchasing decision.    How Has COVID-19 Affected Call Center Agent Turnover?Fonolo OCTOBER 13, 2020 The COVID-19 pandemic threw a wrench in the works of many contact centers. We found a surprising and concerning trend during our analysis into the State of the Contact Center in 2020: agent attrition is getting worse. Despite that, the end to your agent attrition woes may be in sight.  How Call Lifecycle Details Help Increase Customer SatisfactionAdvertisement 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!
 Technical Reps or Agent Techs? The inter-changing roles of technical support and customer serviceTechSee DECEMBER 28, 2020 “You’ve reached Service Enterprises. Your call is important to us. For sales support, press 1. For product support, press 1. For technical support, press 1. For account updates, help with installation, or billing activities, press 1.”  Engaging owners through feedback toolsCustomercount AUGUST 20, 2020 View or download the presentation by Lisa Kobek from CustomerCount® on why resorts should be focusing on owner engagement with feedback tools at this difficult time for the hospitality sector. The post Engaging owners through feedback tools appeared first on CustomerCount.  Contact Center Industry Perspectives and ResourcesCCNG JULY 12, 2020 CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period.  How Businesses Can Put Their Customers at Ease During Covid-19Steve DiGioia MAY 25, 2020 Great customer service is comprised of many things. Besides policies and procedures which lead to a satisfied customer, your smile, positive words, and open body language are just as important – and many say even more important. Here are a few ways businesses can put their customers at ease.  6 Ways to Secure (More Of) a Budget for Your Customer Education ProgramAdvertiser: Skilljar 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!
 24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a CallCallminer NOVEMBER 18, 2020 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.  Reviews Completed on Your Phone Are More EmotionalBeyond Philosophy AUGUST 20, 2020 How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior.  Guest Post: How to Enhance Customer Experience Through ChangeShepHyken AUGUST 21, 2020 This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience.  How to Calculate Your Net Promoter Score (NPS)GetFeedback AUGUST 23, 2020 NPS calculation formula and interpretation of data. Articles  The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer RelationsSpeaker: 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.   Leading in Uncertain Times: 10 Ways to Help Employees Cope with the PandemicContact Center Pipeline APRIL 24, 2020 As the COVID-19 pandemic takes hold, we’re all being impacted in various ways, many of them pretty dramatic. Everyone is feeling more than a little fear and anxiety about the future.  23 Best virtual team building activities for contact centersCX Global Media DECEMBER 28, 2020 Updated and now with 30 virtual team-building activities. Here's your chance to build a vital skill for now and the future. Be a virtual team building expert by knowing how to keep your remote workforce engaged and motivated.  Effective Strategies for Managing a Contact CentreCall Design JUNE 29, 2020 Contact centres are the frontline of your customer service operation, which means that your contact centre must be operating at optimum capacity at all times.  The Best Sales Forecasting Models for Weathering Your GoalsAdvertiser: ZoomInfo 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!  WORKING WITH VMIVictor Midgley MAY 13, 2020 You must be logged in to view this content. Please login or Sign Up for your free login. If you feel you are receiving this message in error, try to refresh the page or clear your cache and try again. Thank You, Victor Midgley Administration  Contact Center Lessons Learned: How Will These Shape 2021 Plans?CCNG DECEMBER 16, 2020 In a recent panel discussion with CCNG members on the topic of 2021 Contact Center Predictions, Ron shares a few perspectives learned from this year.  Address the Argument the Right WaySteve DiGioia AUGUST 17, 2020 Always address the point of the argument, NOT, the emotions attached to it. Example: John is upset that his suggestions for improvements to an upcoming project weren’t adopted, so he vents his frustrations about being overlooked or undervalued.  First Call Resolution IdeasCallminer MARCH 2, 2020 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.  Measuring Up: Choosing the Right Score for Your CommunitySpeaker: Nichole Devolites, Director of Customer Experience at SecureAuth On Tuesday, April 20th at 12 PM EDT as Nichole Devolites will share an exclusive webinar on the top three scoring systems (NPS, CSAT, and CES) and what they are used for. Register today for the webinar!  How will COVID-19 change customer behavior and habits?Beyond Philosophy MARCH 31, 2020 Just over a decade ago, just as the world was coming out of the deepest recession since the Greatest Depression, we carried out significant research across the globe with the largest container shipping company in the world.  A Boring Customer Service Experience—That’s What Our Customers WantShepHyken JULY 29, 2020 Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with.  © Aggregage 2021 |
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