Customer Experience (CX) Metrics in the Contact Center - Squelch
Squelch
FEBRUARY 15, 2019
2019
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Managing Different Personalities in the Contact Center: The Platinum Rule
Contact Center Pipeline
JUNE 26, 2019
Early in my management career, I followed the Golden Rule: Treat others as I would want to be treated. I believed that if I treated everyone the way I would want to be treated, it meant I was a great manager. Yet, I had significant conflicts with some members of my team. Often, I felt […]. Communication call center coaching communication contact center employee incentives hiring performance management personality assessments personality testing
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A Tale of Two (Well, Three) Customer Experiences: The Good, the Bad, and the Ugly
Call Center Weekly
MARCH 19, 2019
By Erica Marois Two years ago, after an 18-month stint as Connecticut residents, my husband and I boxed up our belongings and made the journey back down south, landing in Richmond, VA. Unlike our move to Connecticut, we hit the road with significantly fewer belongings. If you’ve ever lived in New England, you might be able to guess why. The cost of living is high, and the closet space in the beautiful historic buildings tends to be rather sparse.
The Critical Skills that All Customer-Facing Teams Must Have
Beyond Philosophy
AUGUST 1, 2019
When I created Beyond Philosophy, I chose the name for a reason. I believe it is crucial to do more than discuss your theories about Customer Experience strategy. Sure, you need to think about it, understand the philosophy behind it as well as the science, but after that, you should go beyond the philosophy and do something. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience.
Is Your L&D Organization Future-Proof?
Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology
If the recent past has taught us anything, it's that L&D organizations need to be nimble, quick, and able to react to both foreseen and unforeseen threats in order to be successful. That means looking to the convergence of technology, learning, and business needs so you can make intelligent, informed decisions regarding both your future and the future of your organization.
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10 Tips for Retaining Your Best Agents
Talkdesk
JUNE 14, 2019
Hire Right for the Role. When it comes to retaining your agents, you need to first make sure that the call center talent you hire is the right fit for the role, equipped with the right skills, experience, personality and temperament. It’s not everyone’s cup of tea. Handling those customer frustrations day in and day out can take a toll if you don’t have thick skin.
After Call Work – Why it Matters and How to Ensure it’s Done Right
TechSee
SEPTEMBER 18, 2019
After call work (ACW) refers to the tasks completed by a customer service agent once the call with the customer has been completed. Also known as post-call processing or wrap-up, ACW includes tasks such as logging the call’s purpose and outcome, writing notes on actions taken, scheduling follow-up activities and updating the company’s internal knowledge base.
Robocalls’ Impact on the Digital Contact Center
Taylor Reach Group
JULY 17, 2019
By JD Fairweather. Hello! Please, don’t hang up. This is an important message from …” Click. Click. Actually, that clicking sound referenced in the opening sentence is an exaggeration as phones no longer “click” when you hang them up. But there is no exaggeration when I declare robocalls are a nuisance that may very well destroy the future of virtual agents and digital messaging.
Building a CX Dashboard
CX Accelerator
AUGUST 19, 2019
If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.
The State of Customer Experience 2023 Research Report
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The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.
Retail Contact Center Best Practices
Ansafone
APRIL 2, 2019
Whether your retail enterprise relies on outsourced support to assist customers with hassle-free refunds, provide quick answers about shipping status or reassure concerned callers about a product recall, following these four best practices in retail call centers will ensure that you have satisfied customers: A central focus on customer experience. Consumer buying behaviors are driven … Retail Contact Center Best Practices Read More ».
5 Best Practices for Handling Difficult Customers
ProProfs Chat
JANUARY 31, 2019
Generating new business and growing your company is surely a tough task. Winning new business and then providing world-class customer service is surely not without its ups and downs. You do your best to build out a team—inside sales, outside sales, customer success—to get them to work as an efficient, customer-focused unit. You train them in how to deal with customers as part of your employee onboarding program.
Customer Experience Management: Designing Better CX from the Top-Down
Relay Blog
FEBRUARY 25, 2019
Who’s responsible for creating amazing customer experiences? Marketing and sales? Or is it the support. The post Customer Experience Management: Designing Better CX from the Top-Down appeared first on Relay. Support Customer Experience customer journey metrics strategies
The Ultimate Crash Course in eLearning Visual Design
Speaker: Connie Malamed, Founder of Mastering Instructional Design and Publisher of The eLearning Coach
Well-designed materials can motivate learners, improve comprehension, and assist optimal retention. If you need rapid, easily actionable ways to improve your eLearning and slides, join this session to learn the power principles that will have the biggest impact on your designs.
Phone Etiquette 101: Essential Rules, Dos, Don’ts, and Tips
CrazyCall
FEBRUARY 26, 2019
Think of how you answer each of the calls you receive. When it’s your mom calling, you probably start with something like “Hey mom, how are you doing?”. If it’s your mate, most likely you answer with “Yo, dawg! What’s up?”. And when it happens that you get a call directly from your boss, I guess you go with something like “Yes boss? What’s the issue? hopefully, not me!)”. In everyday situations, we don’t need to follow any specific rules or tips on how to make and take calls.
How to Recruit and Retain Contact Center Talent
Pam Plyler
NOVEMBER 11, 2019
Ensure your contact center is equipped with the right recruiting, screening, and training processes to boost call center strategies with these three tips
Customer Service: It’s the Little Things That Matter
CSM Magazine
MAY 1, 2019
It is often the small details that customers notice and remember more than the product they purchased. Pay attention to the little things and your customers will love you even more. The dinner meeting is off to a good start. You reserved the executive meeting room in your restaurant on your property. You know the one: dark wood-grained conference table, plush high-back chairs, and sleek, modern art adorn the walls. You check in to make sure everything is going well.
Leveraging Data Analytics to Optimize the Customer Experience
Speaker: Nathan Hart, Mary Kane & Imran Mohammed
Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!
How Call Center Services are Helpful for Small Businesses?
OctopusTech
MAY 19, 2019
Customers are the most focused trait for any small business. But it may be difficult for a tiny business to answering the phone calls while handling day to day office operations. On the same note, answering calls is important as with poor customer services there are more chances to lose business. So, what to do with these ringing phone bells? The answer is call center services.
15 Customer Service Psychology Tips to Master. Let’s Go!
Nextiva
JUNE 14, 2019
Customer service is much more than a purchase and an exchange of pleasantries. What makes or breaks a relationship is the customer service psychology in play there. When you understand the psychology is when you achieve customer satisfaction. Your goal is for every customer to leave your place of business, feeling positive about the service […]. The post 15 Customer Service Psychology Tips to Master. Let’s Go!
When Things Aren’t Going Well, Will You Accept Blame?
ShepHyken
NOVEMBER 27, 2019
In a recent Shepard Letter, I wrote about the concept of giving recognition to the people who deserve it. Someone being recognized for what they bring to the organization is often overlooked. That’s a shame. People need to be recognized for their contribution to the team’s success.
The Personality Of Customer Experience
CX Accelerator
MARCH 14, 2019
When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Consider all the skills required to thrive in the role.data crunching, storytelling, journey mapping, process improvement, change management, strategic thinking, influencing behaviors, project management.the list goes on. It's essentially impossible for any one person to be strong in all of these areas. Could this be part of the reason that a huge percentage of CX initiatives are failing?
Create Engaging Scenario-Based Training on ANY Budget
Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.
In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.
The Fastest Way to De-escalate Is To Use Your Customer’s Last 3 Words
Myra Golden Media
JANUARY 23, 2019
When you have an enraged customer on the phone or in front of you, nothing threads the needle like mirroring the customer’s words. Copying the customer’s angry expressions makes the customer feel heard and understood. When the unreasonable customer feels like you’re listening is when they go from a boil to a simmer. There are only three things you have to remember to do with mirroring. Copy the last three words the customer mouths. Pause for a beat. Repeat.
7 Questions That Reveal Whether Your Company is Committed to CX
Beyond Philosophy
DECEMBER 6, 2019
When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. I wondered how I did that. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies.
The Making of a Contact Center Superagent
Contact Center Pipeline
NOVEMBER 26, 2019
The universal agent is certainly not a new concept for contact centers. Next-available agent routing models have long relied on the use of experienced agents who have been cross-trained to handle a wide variety of call types, from technical support to billing to sales.
3 Ways to Serve a Customer Even When We’re Not at Our Best
Steve DiGioia
APRIL 1, 2019
As I lay in bed, coughing and sneezing from a cold, dreading even going to the kitchen for a glass of water because of aches and pains from my unseen tormentor, I’m comforted knowing, “boy, I’m sure glad I didn’t have to go to work today”. But what if I did? How would I be able to serve my customers with these rotten cold symptoms? That’s the question every service provider must answer on those days when we’re not at our best. Service doesn’t end when we’re sick or tired.
2021 State of Customer Service Experience Report
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Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.
Smart Implementation of Machine Learning and AI in Data Analysis: 50 Examples, Use Cases and Insights on Leveraging AI and ML in Data Analytics
Callminer
JUNE 3, 2019
More companies are mastering their use of analytics, and are delving deeper into their data to increase efficiency, gain a greater competitive advantage, and boost their bottom lines even more
Declaring Victory in the War on Contact Center Agent Performance
CX Global Media
JANUARY 15, 2019
Some wars seem to rage on forever. Whether you’re fighting the battle to stop eating that dessert you love that’s bad for you, or you continuously battle a war with contact center agent performance, it’s time for you to enjoy the sweet taste of victory. In more than twenty years in the contact center industry, improving agent performance has always been a major focus. I can’t remember at any point over that time when it was not included in reports that list executive top priorities.
How to Bring more prospects through your funnel
Convoso
DECEMBER 11, 2019
You want to convert more leads faster. But the rising cost of leads is killing your CPA, which, in turn, is preventing you from bringing more prospects through your funnel. lead generation outbound sales
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