October, 2020

Customer Disservice

ShepHyken

One of our loyal subscribers, Warren Danziger, shared a story about how a delivery was made to his home and placed between the screen door and the front door. The delivery person never knocked or rang the doorbell to inform him his delivery was there.

Shifting to the New Hybrid Work for Contact Centers

CCNG

What will contact center work environments look like in the coming months? Remote workers, in-office workers, a combination?

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How Well Do You Know What You Really Want?

Beyond Philosophy

When we try to forecast our preferences going forward, we often get it wrong. It’s a bias we all share called Naïve Diversification Bias. It happens a lot when we are making decisions now about some form of future consumption, and it can lead to feelings of dissatisfaction with our purchases.

Meet Dick Bucci: Our October 2020 Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s AUTHOR WALL OF FAME Dick Bucci is Principal of Pelorus Associates, a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books and blog posts.

How Call Lifecycle Details Help Increase Customer Satisfaction

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!

AI and ML: They’re Not Interchangeable

Candace Sheitelman

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More Trending

Ritualizing the Customer Experience

ShepHyken

I love hanging around smart people, and my friend Todd Hartley is one of the very smartest. He runs WireBuzz , an agency that uses videos to help their clients sell and service their customers, clients, guests, etc.

Working Remotely: Confessions of a virtual leader

CCNG

While working remotely, I have been in online meetings where people are missing because they failed to take time zone differences into account. I have attended 5:00 AM meetings during which leaders sheepishly admitted they forgot the time differences.

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Getting Inside the Customer’s Mind

Beyond Philosophy

Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too.

Four Ways to Show Appreciation to Frontline Staff Beyond Customer Service Week

Contact Center Pipeline

Why should you go out of your way to show your appreciation to employees beyond Customer Service Week?

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

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!

The Quest for Customer Loyalty

Kendal Rodgers

Think holistically, empower your contact center with an omnichannel platform, and take a deeper dive into the customer experience you deliver by trying it out yourself. Do business with your company. Then ask yourself: would you be loyal to your brand

Customer Centric Disruption

Peter Lavers

Tiffany Carpenter, Head of Customer Intelligence at SAS UK & Ireland, recently chatted with Peter Lavers and Sally Eaves about disruption and the effects on business of Covid-19. You can read her MYcustomer article by clicking here.

Guest Post: What Will Customer Experience Post COVID-19 Look Like in Grocery Retail?

ShepHyken

This week we feature an article from Corina Mihalache, Business Development Executive at Tokinomo. She writes about changes in the customer experience for grocery shoppers during the COVID-19 pandemic. As cliché as it may sound, for an understanding of the future, we must always look into the past.

Drive Customer Engagement Results With Customized, Flexible Communications

Jay Patel

Today's business communications must be able to infuse the customer experience with the perfect blend of technology-driven intelligent interactions and personalized service

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: 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.

5 Rules for Driving Down Costs in a Customer-Focused Way

Beyond Philosophy

You might have noticed that the global pandemic isn’t doing much for your bottom line. You might also be wondering how you can reduce costs to save your assets—even when the economy is robust and healthy.

How to Apply Predictive Analytics to Post-COVID Recovery, Part 2

Contact Center Pipeline

As contact center leaders plan for the post-pandemic recovery—both short- and long-term—where can they turn for reliable insights for informed decision-making?

Change the Channel: Is SMS in Your CX Plan?

Candace Sheitelman

Is text support in your CX plan? 98% of all text messages are opened and 95% are responded to within 3 minutes of being delivered. Utilizing a customer service channel like SMS will enhance customer and agent experiences

New survey: What do customers expect from service providers during COVID-19?

TechSee

With the pandemic’s restrictions and need for safety, enterprises face unprecedented operational challenges in their ability to deliver customer service. Many companies have been forced to adapt their support models to meet consumer expectations for service delivery.

The Best Sales Forecasting Models for Weathering Your Goals

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!

Amazing Business Radio: Jason Dorsey

ShepHyken

Understanding Gen Z as Customers and Employees. The Next Generation of Customer Experience. Shep Hyken interviews Jason Dorsey, leading generational researcher, speaker and author. They discuss his latest book, Zconomy , and talk about what Gen Z wants as customers from their favorite brands.

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Is Your Team Better With or Without You?

Steve DiGioia

There are two viewpoints to take when answering the question; is your team better with or without you. It all depends on what is more important to you as a manager. Let’s break both sides down. Is Your Team Better With You or Without You? The Better With You Manager.

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The 5 Rules for Driving Down Costs in a Customer Focused Way

Beyond Philosophy

The 5 Rules for Driving Down Costs Without Affecting Customers. A lot of Behavioral Science can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science.

Customer Service Team Appreciation 2020

Contact Center Pipeline

This has been a grueling year—a marathon of fear, uncertainty and constant course-corrections. Throughout it all, frontline customer service staff across industries have stepped up to help companies and brands maintain a positive, reassuring presence for their customers.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

Agents Still at Home?! Here’s How To Keep Them Engaged.

Kay Phelps

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How to Reduce Field Service Costs to Meet Optimization Goals

TechSee

Field service organizations have long been implementing measures to reduce their high operational costs.

Compare Yourself to the Best

ShepHyken

Stop comparing yourself to the competition. It’s okay to ask yourself, “What are they doing that we aren’t?” However, that can be a dangerous question. I use the word dangerous to warn you that all you are doing is “baseline thinking.” I call it that because it’s at the base.

APIs Can Offer a Frictionless Customer Experience Amid Crisis

Omar Javaid

The COVID pandemic has pressured businesses more than ever to communicate with and serve customers without needing physical interaction. This article looks at how with the right approach, APIs can transform the way companies interact with customers by creating one seamless chain of communication

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Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Transparent BPO Named “Best Outsourcing Provider” at Global Contact Center Awards

Transparent BPO

FOR IMMEDIATE RELEASE Award Recognizes Top BPO at Delivering Superior Customer Experiences Rockville, MD, October 16, 2020 — Transparent BPO, a leader in nearshore and offshore contact center solutions, was announced the winner of the coveted “Best Outsourcing Provider” at the 2020 ICMI Global Contact Center Awards.

More Customer Service Week 2020

Contact Center Pipeline

In our second post on Customer Service Week 2020, Sitel Group’s Olivier Camino and Sweetwater’s Jeff Ostermann provide insights into their companies’ employee experience cultures and highlight CSW activities to engage and support their teams.

Getting Inside Your Customers’ Mind

Beyond Philosophy

Like the rest of the world, the Customer Experience world is changing. Customers have new expectations and are doing business in new ways. While we adapt to the world that COVID-19 presents, we change what we want as customers and how we think about our relationships with the entities we buy. As Customer Experience managers, we must rise to meet this challenge by getting inside our customers’ minds.