January, 2023

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No Excuses for Poor Disaster CX

Contact Center Pipeline

Disasters, like the recent holiday storms, are inevitable. How you plan, respond, but most critically inform and communicate with your employees and customers is what counts. This isn’t rocket science. And it is the foundation of the customer experience (CX).

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How to Identify & Coach on the Most Effective Soft Skills

Myra Golden Media

Those with strong emotional intelligence deliver bad news confidently, control calls easily, and prevent escalation. This is why I teach empathy, connection, and listening. Meet with me for a 45-minute discussion on how to coach your team to be more effective with soft skills.

Coaching 156
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How do I discover if my customer has decided to buy?

Beyond Philosophy

In sales, it can be tough to know when a customer is no longer deciding but already decided—unless, of course, they tell you that out loud. So, it is incumbent upon you to read the signs that a customer has decided to buy.

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How to Combat Quiet Quitting in the Call Center

CCNG

Are you taking steps to tackle Quiet Quitting in your call centre? Do you even know where to start? What Is Quiet Quitting? Quiet Quitting has become a staple in the conversation when we talk about attrition, as well as remote and hybrid working – and it’s raising its head more and more.

CCNG 195
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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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Five best practices for effective employee coaching

Callminer

As we know, a happy employee is a productive employee, and part of that includes making sure they feel like they can successfully do their jobs. Read this blog for employee coaching strategies

More Trending

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Work from Home…a Privilege?

Contact Center Pipeline

Dear Contact Center Pipeline bloggers, I read this article this morning about Howard Schultz, CEO of Starbucks saying he is annoyed that workers aren’t in the office and is “ordering” employees to return to the office 3 days/week. He says that remote work is a privilege.

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I Want You to Invest 3 Hours In Yourself This Week

Myra Golden Media

Every week, I invest 3 hours in myself. And I want you to do the same. Every week, I invest three uninterrupted hours in myself or my business. I do not respond to emails or perform any routine business tasks during this time. The focus is strictly on professional/personal development.

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The Seven Key Strategic Questions Essential for Gaining Growth in 2023

Beyond Philosophy

It’s time for an update. A few years ago, we went over some of the essential questions for your clients. However, in reviewing that content, I realized I was in sore need of an update. Therefore, we will discuss the seven key strategic questions updated for the new year.

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Agents Will Be Empowered Only If They Feel Valued — And You Must Continuously Prove It to Them

CCNG

One of the major initiatives abuzz in the Contact Center industry is agent empowerment and how it will improve performance and CX. The concept is simple.

CCNG 195
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The State of Customer Experience 2023 Research Report

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.

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25 strategies to boost patient satisfaction and improve patient experience

Callminer

As patients become more engaged in their healthcare, healthcare providers and organizations, like hospitals, need to care more about patient retention and patient experience. Read more in this blog

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Americas FSI Digital Commentary: 3 Ways to Accelerate Digital Strategy in 2023

Cisco CSR

As a change agent serving the financial services industry for over 20 years, it is a great privilege to collaborate with Bank, Insurance, and Wealth Management institutions to devise and execute digital transformation strategy, solve complex business problems, and leverage technology to strengthen business results.

Banking 104
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Edging to the Brink of Change

Contact Center Pipeline

The year is 2023, and the contact center industry is on the brink of change. With new technologies and approaches being developed daily, it’s hard to predict what the next year will bring. However, there are a few things that we can be sure of.

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When you want to end a circular conversation with an upset customer, I want you to say:

Myra Golden Media

When you want to end a circular conversation with an upset customer, I want you to say: “We realize this is frustrating for you.” ” {Then explain why you can’t honor the request and offer the next steps.}

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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.

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An Authoritative view: Three Pioneers of CX predict big changes in 2023

Beyond Philosophy

Every so often, I get a chance to chit-chat with colleagues of mine about the future of customer experience.

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Customer Service Isn’t the Cost You Want to Cut

CCNG

“Your call / email / chat is important to us, but we are experiencing unusual volume at this time.” If you’ve had a reason to reach out to your mortgage company, cell phone provider, or favorite retailer, this might be the response you’ve received.

CCNG 195
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How to measure and prevent customer churn

Callminer

Read this blog to understand why it’s important to measure customer attrition and take action to reduce and prevent customer churn

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Improving Your Customer Service with a Comprehensive Customer Experience Audit Checklist

Lumoa

Civil rights activist Maya Angelou once said that people will forget what you said or did but will always remember how you made them feel. This is especially true when it comes to serving your customers.

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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!

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Is Your Center Really Resilient?

Contact Center Pipeline

Formal Business Continuity and Disaster Recovery (BC/DR) planning has always been a very important aspect of contact centers’ success.

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Control calls with signposting!

Myra Golden Media

Happy New Year, friends! I’m coming to you live from my recording studio (where I’m recording courses for multiple clients) with one of my best tips for controlling calls with venting, friendly, or upset customers. The tip is signposting.

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How Do I Know When a Customer Has Decided to Buy?

Beyond Philosophy

I love technology, but I can still be old-fashioned when working with clients. Meeting with clients, I like to put pen to paper and illustrate what I am saying with a handcrafted visual aid.

Finance 195
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Agent Experience (AX): The Next Frontier for Elevating the Customer Experience (CX)

CCNG

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so.

CCNG 195
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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.

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What is omnichannel customer experience analytics, and how should you use it?

Callminer

Understanding omnichannel customer experience analytics is essential to satisfying customers and maintaining a competitive edge. Read this blog to learn how to put analytics to use

Analytics 182
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Webex Contact Center as a Service Available Through Technology Service Brokers

Cisco CSR

I am extremely proud that over the past year, Cisco unlocked a new route to market to sell turnkey Software as a Service (SaaS) solutions.

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Moving Forward: What Will 2023 Bring for Contact Centers?

Contact Center Pipeline

The New Year’s message has as its core, promises of better things ahead. And yes, that did happen to some extent in 2022. The worst of the COVID-19 pandemic appears hopefully behind us.

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Three Ways to Create an Employee Experience that Creates a Better Customer Experience

Shep Hyken

Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX).

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2021 State of Customer Service Experience Report

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.

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An Authoritative View: Three Pioneers of CX Predict Big Changes in 2023

Beyond Philosophy

What do you get when you put three old guys in front of microphones and ask them to talk about one of their favorite subjects? An authoritative view on just about anything.

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In customer service, your people are not your most important assets.

Bill Quiseng

In retail customer service, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.”

Banking 83
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25 use cases & examples of real-time analytics

Callminer

Read this blog to better understand what real-time analytics is and how it works, as well as 25 real world examples of how organizations across a range of industries benefit from real-time analytics

Analytics 182