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The Importance of Context in Customer Service
Customer Service Life
SEPTEMBER 17, 2020
2020
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Trending Sources
The Fusing of AI & Automation with Human Judgment in Call Center Success
Callminer
SEPTEMBER 2, 2020
AI-Enabled Agent Quality Assessments Optimize Contact Center Performance
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Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!
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 2020
Guru
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.
The Art of Community: Higher Logic & Vanilla Forums Super Forum!
Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva
In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!
Technical Reps or Agent Techs? The inter-changing roles of technical support and customer service
TechSee
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.”
10 Ways to Listen to Customers Without Surveys
CX Accelerator
JUNE 8, 2020
Author: Jeremy Watkin. Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.”
Instantly regain control of a conversation and de-escalate using this technique
Myra Golden Media
DECEMBER 17, 2020
When customers are venting, they’re stuck in the right side of the brain. We’ve talked about the right emotional brain and the Communication Chain. Here’s a tactic you can use to move on. Ask your customer three closed-ended questions back-to-back.
Address the Argument the Right Way
Steve 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.
Reaching Unreachable Candidates
Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo
What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.
How to Write a Five-Star Response to a One-Star Rating or Poor Review
Contact Center Pipeline
AUGUST 11, 2020
Sometimes social media feels like the mean kids’ table in the lunchroom at middle school. Everybody’s talking dirt about someone else. And once the gossip is out there, it’s hard to get your reputation back! Wretched customer service! Stylist was running 30 minutes late.
Reviews Completed on Your Phone Are More Emotional
Beyond 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.
A Boring Customer Service Experience—That’s What Our Customers Want
ShepHyken
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.
Engaging owners through feedback tools
Customercount
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.
Customer Perceptions of the Community Experience
Advertiser: Vanilla Forums
Customer experience expectations are ever-changing so understanding what they are is crucial to the success of your brand. Get a copy of the free report from Vanilla Forums today to find out how customer expectations can be addressed through community and how community can affect your brand’s bottom line.
Building Customer Care Leaders in the Virtual / Work-from-Home Environment
CCNG
SEPTEMBER 3, 2020
Vicki Brackett has been leading both virtual/work-at-home and brick-and-mortar contact centers for over twenty years. In 2001, after managing her first virtual contact center, Vicki realized that different leadership strategies and tools were needed for the at-home environment.
The Fusing of AI & Automation with Human Judgment in Call Center Success
Callminer
SEPTEMBER 1, 2020
See the way users and AI mesh to complete tasks in order for AI to deliver the fullest benefits to employees, organizations, and the customers they serve
How to Calculate Your Net Promoter Score (NPS)
GetFeedback
AUGUST 23, 2020
NPS calculation formula and interpretation of data. Articles
How to optimize customer service costs with visual assistance
TechSee
NOVEMBER 10, 2020
The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. Eliminate evening and weekend hours?
How to reinforce IT service desk with AI-powered ITSM Chatbots
Learn Why Enterprise leaders need to build a road map that is based on best practices of ITSM and is also flexible to modify itself as per the changing industry trends/customer expectations.
The 11 Tracks on our CX Playlist
CX Accelerator
OCTOBER 28, 2020
Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. Let’s look at what the CX Accelerator community came up with.
How to Give a Customer Bad News with Surprising Confidence (and without negative backlash)
Myra Golden Media
SEPTEMBER 17, 2020
We have to give customers a lot of bad news these days. “No, we can’t cover your machine that is 12 years past warranty.” ” “We’ve temporarily closed a number of our call centers for the safety of our employees.
How Businesses Can Put Their Customers at Ease During Covid-19
Steve 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.
Workstreams Affected by Work@Home - Moving From an Emergent WAH to Best-in-Class
Speaker: Eric Berg, CEO, ContactCenterPro Consulting
In 2020 we all had to move fast in order to ensure our customers received the level of service they needed. Now that things have leveled off, many companies are looking at their long term plans and realizing they need to review all work streams affected by moving to a work from anywhere model and modify or improve their technology and standard operating procedures. In this discussion we will provide an overview of all work streams affected by a work from anywhere model, and talk through how you can move from emergent to best in class with your remote workforce.
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.
Guest Post: How to Enhance Customer Experience Through Change
ShepHyken
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.
23 Best virtual team building activities for contact centers
CX 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.
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