CCNG

MAY 11, 2022

Although the roles and responsibilities of call center agents have evolved since the dawn of the industry decades ago, the "human" element will always be the bedrock of call center services within business process outsourcing (BPO). We fail to acknowledge that applicants come to us from all walks of life, each with their own unique story.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

ShepHyken

AUGUST 10, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. My Comment: Let’s start this week with a list of customer retention strategies. Customers love to feel in control.

Customer Service 233

Customer Service Customer retention Customer centricity Education 233

Beyond Philosophy

APRIL 16, 2021

I am sharing the five rules for dealing with company politics that I learned over my career. I am sharing the five rules for dealing with company politics that I learned over my career. All this to say, I’ve dealt with company politics my entire career. Focus on the customer. Don’t be naïve. Do a good job.

Management 370

Management Consulting Consulting Personalization 370

CCNG

JUNE 29, 2021

an FDA audit) as a strange tool to use within the contact center space, but Jaedeanne Shaver and her team did exactly that in Alcon’s US Customer Service department and have been reaping the rewards ever since. One might view the rigor and structure of a health authority inspection (i.e.

CCNG 195

CCNG Contact Center Customer Service Management 195

Steve DiGioia

JUNE 26, 2023

We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”. Of course not.

Customer centricity 195

Customer centricity Coaching Metrics Accountability 195

Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. Unfortunately, that isn’t my concept.

Management 195

Management Personalization Customer Experience Consulting 195

ShepHyken

MARCH 11, 2022

She shares the five ways to treat employees like customers and become a company where people want to work. The simple answer is to start treating employees like you treat your customers. The simple answer is to start treating employees like you treat your customers. It’s time to listen more deeply to your internal customers.

Coaching 234

Coaching Personalization Customer Service Marketing 234

The Northridge Group

AUGUST 14, 2023

Of the associates surveyed for this report, 49% who left cited the need for a clear career growth path. Programs that establish the desired career paths, as well as additional avenues for growth, can help lay the groundwork for increasing employee satisfaction and reducing attrition.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

Beyond Philosophy

DECEMBER 10, 2021

Sitting there amongst 1,000 people, I had an epiphany about what I wanted to do with the rest of my career. Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers.

Airlines 273

Airlines Metrics Accountability SaaS 273

Fonolo

JANUARY 19, 2023

TIP: Tools like Fonolo Voice Call-Backs relieve agent stress and keep customers off hold by offering call-backs during call spikes. TIP: Tools like Fonolo Voice Call-Backs relieve agent stress and keep customers off hold by offering call-backs during call spikes. If call center retention keeps you up at night, you’re not alone.

Call Center 155

Call Center Brand ambassadors Contact Center Chatbots 155

The Northridge Group

APRIL 15, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. Part 2: AI and Business Processes: How can it help? How can it hurt?

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

Beyond Philosophy

NOVEMBER 14, 2020

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. Lewis Carbone is the author of Clued In: How to Keep Customers Coming Back Again and Again and the founder of ExperienceEngineering.

Customer Experience 370

Customer Experience Consulting Consulting Customer centricity 370

Steve DiGioia

SEPTEMBER 2, 2019

Then someone says, Wait, does she have customer service skills? I don’t care what her resume says, does she have the skills we need to properly take care of our customers? I don’t care what her resume says, does she have the skills we need to properly take care of our customers? Does she have customer service skills?

Customer Service 238

Customer Service Sales Management 238

Myra Golden Media

DECEMBER 15, 2017

Today I delivered a customer service workshop in Chicago. I just wanted to make sure this young woman knew about all of her options and benefits with vacation time. Perhaps, it might help some of you too, even though this is not my usual customer service focus. Of course, I was thrilled to join them!

Banking 299

Banking Accountability Personalization Customer Service 299

Beyond Philosophy

NOVEMBER 22, 2017

For some time, it has been understood that, when purchasing a product or service, consumers are essentially ‘hiring’ a supplier to get a job done. The goal is to make career and life, i.e. experiential, progress, so making the right decision at the outset is extremely important. The same can be said of employees.

Banking 223

Banking Enterprise Consulting Consulting 223

CSM Magazine

JANUARY 8, 2024

Consumer services address our daily needs, such as food, leisure, and health. Businesses in this sector, like car dealerships and grocery stores, offer varied career opportunities. Consumer Services Explained Consumer services encompass businesses catering to individual needs, irrespective of direct product purchase.

Healthcare 52

Healthcare Real estate Education Banking 52

Callminer

MAY 27, 2020

The very people who keep businesses functioning and evolving are all too often overlooked to primarily focus on satisfying paying customers. ” – Brian Platz, Steps for Creating a Positive New Employee Onboarding Experience , The Balance Careers; Twitter: @thebalance. Simplify onboarding and keep the process light.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

ShepHyken

DECEMBER 25, 2018

Cost-Effective Customer Support in an On-Demand Society. They discuss the concept of the “gig economy,” the utilization of contact centers for freelance employee management, and how on-demand agents can provide cost-effective support and solutions for your customers and your business. The Gig Economy.

Contact Center 200

Contact Center Quality management Consulting Consulting 200

ShepHyken

AUGUST 19, 2022

She shares how organizations can improve employee engagement and customer satisfaction. When your problem is quickly resolved, and you hang up the phone, you can’t help but wonder: why don’t all of my customer service calls go like that? Agents are the people most familiar with common customer concerns.

Scripts 202

Scripts Customer Experience Employee engagement Best practices 202

Fonolo

JUNE 17, 2021

Employees with familial obligations for example might benefit greatly from flex work. Your contact center can benefit from this change, as your agents do best when they feel most productive. Health benefits do more than just keep your employees healthy — in fact, it can improve agent productivity and retention.

Call Center 140

Call Center Morale Gamification Employee engagement 140

SharpenCX

OCTOBER 4, 2023

Customer service can be a thankless job. Agents work hard every day to help customers, and while the internet and social media abound with customer service horror stories, very few customers publicize their positive experiences. Need to pay your credit card? Go to the bank. Need to buy some shoes?

Customer Service 67

Customer Service Contact Center Banking Call Center 67

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community? Promoting CS thought leaders.

Best practices 116

Best practices SaaS B2B Marketing 116

Steve DiGioia

JANUARY 4, 2021

For many in the customer service industry, there is little room for advancement and few opportunities to make “change” – a change that is meaningful, impactful, and which enhances the customer experience. Have you made yourself noticeable to those in a position to advance your career? Nice calming words they are.

Management 279

Management Personalization Accountability Marketing 279

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. How Do You Identify Top Customer Service Talent? Are you trying to boost customer sentiment ? Do you want to improve overall customer experience?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Outsource Consultants

FEBRUARY 26, 2024

There’s no substitute for expertise when it comes to thrilling customers. The benefit for our clients is ongoing performance management, where we literally check in monthly on how the BPO provider is performing. These will help drive lower costs and an overall better customer experience.

Call Center 67

Call Center outsourcing Customer Service Consulting 67

Myra Golden Media

APRIL 5, 2023

It’s a crucial skill for anyone who frequently takes calls, such as customer service representatives, salespeople, or receptionists. In this guide, we’ll explore the benefits of signposting, provide examples of effective signposting phrases, and offer tips on incorporating signposting into your phone calls.

Best practices 156

Best practices Call Center call center software Healthcare 156

Steve DiGioia

SEPTEMBER 30, 2019

In celebration of Customer Service Week (October 7-11, 2019), this post focuses on the customer service professionals who make it all possible. Others, sadly, haven’t a clue and chase away more customers than they help. Others, sadly, haven’t a clue and chase away more customers than they help.

Customer Service 222

Customer Service Scripts Self service Personalization 222

Steve DiGioia

JULY 10, 2023

Imagine this: you work tirelessly for weeks on end to train a new employee, pouring all your knowledge and expertise into them. You watch them grow and learn, and finally, they’re ready to take on the world on their own. Was it worth training these employees or was it money down the drain? Well, at least that’s the plan.

Technology 130

Technology Personalization Customer Service Management 130

Outsource Consultants

OCTOBER 25, 2023

First, the South African BPO market is booming, with a growing number of providers offering a wide range of services. Second, South Africa has a high rate of in-office agents, which is important for many US companies that value customer service and security. Specifically, South African full-time employees average only 0.7

outsourcing 67

outsourcing Government Education Call Center 67

CSM Magazine

MAY 26, 2023

Here are six of the best career support resources to help you find your next job. Then, look for the careers or job openings section on the site. Most company websites have an easy-to-find careers page listing open positions and employee benefits. Looking for a job can feel frustrating and overwhelming at times.

Education 52

Education Construction Engineering Accountability 52

Fonolo

MARCH 14, 2023

Your customers want thoughtful and empathetic service, and that’s not something you can get from technology alone. Skilled agents are key to delivering a great customer experience, and agent retention is vital to a healthy contact center. Why do call centers struggle with retaining their agents?

Call Center 95

Call Center Contact Center Self service Contact center software 95

ShepHyken

JANUARY 14, 2019

Each week I read a number of customer service and customer experience articles from various resources. Ten top tips for building a customer-driven company in 2019 by cp2experience. My Comment: Here’s a list of ten strong tips to help you and your organization become more customer focused. Of course you are.

Journey mapping 237

Journey mapping Customer Service Customer centricity Customer Experience 237

Totango

MAY 15, 2024

This bold statement, shared during a keynote at the recent Technology Services Industry Association (TSIA) World INTERACT conference in Orlando, set the stage for a series of thought-provoking discussions and insights from industry leaders. “AI may not replace me, but AI will definitely change the way I work.” And, we’re glad they didn’t.

Sales 104

Sales Enterprise B2B Marketing 104

Hodusoft

OCTOBER 22, 2021

The ability to deliver better customer service enhances when the customer service team members are happy, fulfilled, and motivated. Additionally, autonomous agents are often capable of addressing the wants of their customers to be flexible, responsive, and private. Particularly, the metric- cost per contact.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

Global Response

DECEMBER 21, 2023

Cultural and Language Alignment with Customers Cultural and linguistic alignment makes a massive difference in the quality of customer service provided, and it’s obvious that US-based call centers will have a stronger cultural and linguistic alignment than those that are located further away. Is the investment worth it?

Call Center 62

Call Center outsourcing Finance Healthcare 62

CSM Magazine

SEPTEMBER 7, 2022

There are plenty of worthwhile jobs out there, but when it comes to customer service jobs , they’re generally in high demand. A great career choice, companies are always after solid customer service workers who are willing to solve problems, help customers, and make sure a company’s reputation is intact with satisfied consumers.

Customer Service 52

Customer Service Banking Sales Customer Support 52