Millennials often get saddled with a negative reputation. But now that this generation has become the single largest age group in the U.S. workforce, and is projected to spend $1.4 trillion annually by 2020, they are a force that businesses can’t afford to overlook. MORE
You know when you’re listening to a podcast interview and the guest says something and you literally smack your head, pause the podcast, and start tweeting? Happened to me last week. MORE
Contact centers are built on processes and systems that need to be managed and led. Because of the rapid pace of work and unforgiving workloads that come, they need to be effective and high-caliber, including employee engagement. MORE
Don’t Waste Your Money on Empathy Training! Empathy training is a waste of time and will have little to no effect on the customer experience in your contact center. If you want to build empathy skills in agents, you need to have the right mindset and take the right actions. MORE
Bend Over Backwards For Your Customers. How to adopt a hospitality mentality within your organization. Shep Hyken sits down with his friend and restaurateur Kim Tucci. They discussed “the hospitality mentality,” how to hire good people and ways to reduce employee turnover. ??. MORE
We can train people on how to deliver good customer service. We teach people how to greet customers when they walk in the store, how to properly answer the phone when customers call the company and much more. It’s easy to teach the basics. They are part of the operation and the process. MORE
When I need to reach out to a company, chat is almost always my preferred contact method. It’s usually quick, and I can be doing other things, like replying to email or making a quick call, while I chat. Your customers like the ease of chat, too. MORE
In today’s digital era, customers expect the same level of service no matter how they contact you. They don’t view your brand as a series of channels, rather they see it as one single cohesive unit. MORE
Sure, call coaches help you improve phone skills – but the lingering effects can also make it well worth your time, too. If you’ve been keeping up with our blogs, you know we truly believe in the benefits of your business working with a third party call coach to improve call handler phone skills. MORE
Top Customer Service Influencers Give Top Customer Service Tips. Recently Fit Small Business asked a group of the top customer service influencers about their top customer service tips. I was fortunate enough to be chosen and among a list of people I admire. MORE
SEPTEMBER 14, 2018
This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken. The modern marketplace offers many different ways to make your business and employees more productive. MORE
Tweet. As early as the 19th century, “tweet” was a charming term in the English language, evocative of the gentle vocal stylings of small birds. Now it refers to the music of a rather different beast , one that, at its loudest, can deafen and defeat businesses. Twitter, among other social platforms, has in recent years become a mighty digital megaphone for many frustrated (or conversely, happy) customers. MORE
Organizations of all sizes today employ call recording software to help optimize sales, service and compliance; and when chosen and managed correctly, these solutions can be invaluable in this regard. MORE
He-Man had the right idea when he held aloft his sword and transformed into his mightiest self. “I I HAVE THE POWER!” he proclaimed with animated gusto. Although the cartoon is pushing 35 years old, it’s still an inspiring sight to see (and message to hear). MORE
In a perfect world, we’d all be working smart instead of working hard. But what. The post 4 Ways Smarter Ticketing Solutions Drive Better Support Experiences appeared first on Relay. Support channel collaborative customer experience multi Omnichannel smarter solution ticketing MORE
Mapping the customer journey is not a new concept. In fact, within the contact center world, it’s quickly become a critical part of delivering a solid omnichannel CX. After all, that journey has become increasingly complicated, spanning social media, phone, chat, self-service, email and more. MORE
One of my favorite restaurants in St. Louis, where I live, is Tony’s. You may be familiar with Tony’s if you have been following my articles and videos for a while. They are an outstanding example of a great product – their food – and amazing service. MORE
Heather had been working as a contact center agent at ABC Electric for almost 18 months when her boss approached her with exciting news. He wanted to promote her to a supervisor! A standout performer, Heather’s Csat and FCR scores were consistently some of the highest on the team. MORE
As some folks gaze into the future, they see a world filled with smartphones where users routinely text instead of call. With that in mind, they’re reluctant to invest in voice-based technology—especially IVR—given an expectation that its days are numbered. But wait! MORE
Imagine you are a frontline employee at a company’s order desk. For years, you answered the inbound phone queue and took orders from vendors. Your job success was measured by input accuracy and talk time. Then your manager says, “Congratulations. You are now inside sales reps! MORE
I have a real problem with patience as far as my network is concerned. When the internet is slow, I throw all my toys out of the crib. It’s maddening. The good news for me is that the 5G network is coming. The bad news is that the 5G build-out is lagging behind many other countries in the U.S., MORE
This article originally appeared on ICMI.com. What is culture? In my mind, it is the principle that will guide employees to behave in a certain way - the operative term being, guide, not force. Culture is also the sum of all behaviors of all employees. It is intangible. MORE
In the contact center, recognition for a job well done does wonders for boosting morale and motivation. MORE
People do not say what they mean or, it seems, what they are thinking. If we aren’t saying what we mean, then what are the implications for our Customer Experience? Honest communication can not only improve communication, but it can also enhance workplace quality and Customer Experience. MORE
Direct response marketing has been very popular for many years. There’s a good reason for this popularity: these kinds of marketing campaigns generate a ton of leads and sales. MORE
The key ingredient to a top-performing team of agents is an all-star coach. They’re the coaches who know that actionable and relevant feedback have a profound impact on their team, so they make it their priority. Yep, even above all. Read More. MORE
Give Employees What They Crave Most. Take Time to Properly Motivate Your Team. Shep Hyken sits down with Gregg Lederman to talk about his new book, Crave: You Can Enhance Employee Motivation in 10 Minutes by Friday. MORE
Life in the contact center can be rough. It’s a volatile business that relies on a perfectly blended combination of people, processes, and technologies to ensure success every single day. MORE
This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. Click here to read the original. Not long ago I saw a demo of a cool product for gathering customer feedback called Stella Connect. MORE
How do we measure a feeling? What emotions should we be measuring? Where and when should we be measuring them? Colin and Ryan discuss what is best practice and what you should be doing. The post How To Measure Customer Emotions appeared first on. Podcast MORE
Does the time of the day that you sell or deal with your customers affect how much they buy or how they see your customer experience. The answer is yes, but why is this the case and what should you do about this? The post How Does Time Of Day Affect How Much We Sell? appeared first on. Podcast MORE
I’ve been very fortunate to have gained different perspectives in the contact center industry. I’m so grateful for my frontline experience, but I also realize that since those days, I’ve been able to experience a significantly broader perspective on the entire industry. MORE
Workforce Management drives CX A biker friend of mine recommended a book to me called “Freedom” written by Sonny Barger – yes “that” Sonny Barger – a founding member and former Oakland Chapter President of the Hell’s Angels. MORE
A new term, customer health, is all about monitoring the customer relationship to ensure it remains in a vibrant state. MORE
By Francis Cyriac. Cramped in a cubicle for 9-10 hours a day, leashed to a desktop, answering calls of angry and frustrated customers, and getting paid $10/hour is not exactly a lucrative profile. While not every call center fits the description above, many do. MORE
ShepHyken
SEPTEMBER 14, 2018
This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken. The modern marketplace offers many different ways to make your business and employees more productive.
Beyond Philosophy
SEPTEMBER 20, 2018
People do not say what they mean or, it seems, what they are thinking. If we aren’t saying what we mean, then what are the implications for our Customer Experience? Honest communication can not only improve communication, but it can also enhance workplace quality and Customer Experience.
Call Center Coach
SEPTEMBER 10, 2018
Contact centers are built on processes and systems that need to be managed and led. Because of the rapid pace of work and unforgiving workloads that come, they need to be effective and high-caliber, including employee engagement.
B2B Customer Service Blog - TeamSupport
SEPTEMBER 7, 2018
A new term, customer health, is all about monitoring the customer relationship to ensure it remains in a vibrant state.
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Hear from independent research analyst Jon Arnold and our very own Barbara Gonzalez, VP of Global Business Consulting, on this topic as they discuss the forces driving the move to the cloud and the options for businesses when change becomes mandatory.
Beyond Philosophy
SEPTEMBER 14, 2018
Does the time of the day that you sell or deal with your customers affect how much they buy or how they see your customer experience. The answer is yes, but why is this the case and what should you do about this? The post How Does Time Of Day Affect How Much We Sell? appeared first on. Podcast
Call Center Coach
SEPTEMBER 11, 2018
Top Customer Service Influencers Give Top Customer Service Tips. Recently Fit Small Business asked a group of the top customer service influencers about their top customer service tips. I was fortunate enough to be chosen and among a list of people I admire.
SharpenCX
SEPTEMBER 17, 2018
The key ingredient to a top-performing team of agents is an all-star coach. They’re the coaches who know that actionable and relevant feedback have a profound impact on their team, so they make it their priority. Yep, even above all. Read More.
Contact Center Pipeline
SEPTEMBER 18, 2018
In today’s digital era, customers expect the same level of service no matter how they contact you. They don’t view your brand as a series of channels, rather they see it as one single cohesive unit.
Fonolo
SEPTEMBER 4, 2018
You know when you’re listening to a podcast interview and the guest says something and you literally smack your head, pause the podcast, and start tweeting? Happened to me last week.
Relay Blog
SEPTEMBER 11, 2018
In a perfect world, we’d all be working smart instead of working hard. But what. The post 4 Ways Smarter Ticketing Solutions Drive Better Support Experiences appeared first on Relay. Support channel collaborative customer experience multi Omnichannel smarter solution ticketing
Beyond Philosophy
SEPTEMBER 13, 2018
I have a real problem with patience as far as my network is concerned. When the internet is slow, I throw all my toys out of the crib. It’s maddening. The good news for me is that the 5G network is coming. The bad news is that the 5G build-out is lagging behind many other countries in the U.S.,
Call Center Coach
SEPTEMBER 5, 2018
I’ve been very fortunate to have gained different perspectives in the contact center industry. I’m so grateful for my frontline experience, but I also realize that since those days, I’ve been able to experience a significantly broader perspective on the entire industry.
Customer Service Life
SEPTEMBER 7, 2018
This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. Click here to read the original. Not long ago I saw a demo of a cool product for gathering customer feedback called Stella Connect.
Contact Center Pipeline
SEPTEMBER 7, 2018
Imagine you are a frontline employee at a company’s order desk. For years, you answered the inbound phone queue and took orders from vendors. Your job success was measured by input accuracy and talk time. Then your manager says, “Congratulations. You are now inside sales reps!
Bright Pattern
SEPTEMBER 5, 2018
Last week we posted a blog "Enabling A Great Experience Is Now Imperative: The Cloud Is the Key Enabler" to discuss benefits of the cloud. But d espite an industry-wide understanding of the benefits of the cloud, adoption remains low. Of our survey respondents: cloud adoption
Aspect
SEPTEMBER 19, 2018
Millennials often get saddled with a negative reputation. But now that this generation has become the single largest age group in the U.S. workforce, and is projected to spend $1.4 trillion annually by 2020, they are a force that businesses can’t afford to overlook.
Beyond Philosophy
SEPTEMBER 7, 2018
How do we measure a feeling? What emotions should we be measuring? Where and when should we be measuring them? Colin and Ryan discuss what is best practice and what you should be doing. The post How To Measure Customer Emotions appeared first on. Podcast
Call Center Coach
SEPTEMBER 17, 2018
Don’t Waste Your Money on Empathy Training! Empathy training is a waste of time and will have little to no effect on the customer experience in your contact center. If you want to build empathy skills in agents, you need to have the right mindset and take the right actions.
ShepHyken
SEPTEMBER 5, 2018
We can train people on how to deliver good customer service. We teach people how to greet customers when they walk in the store, how to properly answer the phone when customers call the company and much more. It’s easy to teach the basics. They are part of the operation and the process.
Contact Center Pipeline
SEPTEMBER 13, 2018
In the contact center, recognition for a job well done does wonders for boosting morale and motivation.
Outsource Consultants
SEPTEMBER 5, 2018
Direct response marketing has been very popular for many years. There’s a good reason for this popularity: these kinds of marketing campaigns generate a ton of leads and sales.
Fonolo
SEPTEMBER 5, 2018
He-Man had the right idea when he held aloft his sword and transformed into his mightiest self. “I I HAVE THE POWER!” he proclaimed with animated gusto. Although the cartoon is pushing 35 years old, it’s still an inspiring sight to see (and message to hear).
JM Robbins & Associates
SEPTEMBER 17, 2018
Life in the contact center can be rough. It’s a volatile business that relies on a perfectly blended combination of people, processes, and technologies to ensure success every single day.
CallSource Insights
SEPTEMBER 18, 2018
Sure, call coaches help you improve phone skills – but the lingering effects can also make it well worth your time, too. If you’ve been keeping up with our blogs, you know we truly believe in the benefits of your business working with a third party call coach to improve call handler phone skills.
ShepHyken
SEPTEMBER 12, 2018
One of my favorite restaurants in St. Louis, where I live, is Tony’s. You may be familiar with Tony’s if you have been following my articles and videos for a while. They are an outstanding example of a great product – their food – and amazing service.
Contact Center Pipeline
SEPTEMBER 12, 2018
Heather had been working as a contact center agent at ABC Electric for almost 18 months when her boss approached her with exciting news. He wanted to promote her to a supervisor! A standout performer, Heather’s Csat and FCR scores were consistently some of the highest on the team.
Call Center Weekly
SEPTEMBER 13, 2018
Workforce Management drives CX A biker friend of mine recommended a book to me called “Freedom” written by Sonny Barger – yes “that” Sonny Barger – a founding member and former Oakland Chapter President of the Hell’s Angels.
Fenero
SEPTEMBER 15, 2018
By Francis Cyriac. Cramped in a cubicle for 9-10 hours a day, leashed to a desktop, answering calls of angry and frustrated customers, and getting paid $10/hour is not exactly a lucrative profile. While not every call center fits the description above, many do.
Fonolo
SEPTEMBER 19, 2018
Tweet. As early as the 19th century, “tweet” was a charming term in the English language, evocative of the gentle vocal stylings of small birds. Now it refers to the music of a rather different beast , one that, at its loudest, can deafen and defeat businesses. Twitter, among other social platforms, has in recent years become a mighty digital megaphone for many frustrated (or conversely, happy) customers.
OrecX
SEPTEMBER 6, 2018
Organizations of all sizes today employ call recording software to help optimize sales, service and compliance; and when chosen and managed correctly, these solutions can be invaluable in this regard.
ShepHyken
SEPTEMBER 4, 2018
Bend Over Backwards For Your Customers. How to adopt a hospitality mentality within your organization. Shep Hyken sits down with his friend and restaurateur Kim Tucci. They discussed “the hospitality mentality,” how to hire good people and ways to reduce employee turnover. ??.
Contact Center Pipeline
SEPTEMBER 11, 2018
Mapping the customer journey is not a new concept. In fact, within the contact center world, it’s quickly become a critical part of delivering a solid omnichannel CX. After all, that journey has become increasingly complicated, spanning social media, phone, chat, self-service, email and more.
Contact Center Geek
SEPTEMBER 6, 2018
This article originally appeared on ICMI.com. What is culture? In my mind, it is the principle that will guide employees to behave in a certain way - the operative term being, guide, not force. Culture is also the sum of all behaviors of all employees. It is intangible.
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