INDUSTRY INSIGHTS YOUR PEERS ARE READING
As a customer service leader, you want to make sure your audience is supported at all times. Customers should have access to the information they need–whether it’s from a member of your team or from a robust knowledge base. MORE
English is the global language of business, travel, and pleasure. Yet English is only spoken by 20% of the world’s population. That’s roughly around 1.5 billion people out of which only 360 million are native English speakers. MORE
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. MORE
According to Wikipedia , the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a relationship declines after around year seven of a marriage. MORE
Sometimes two statements can be true, even if they seem to conflict on the surface. Take KPIs at help desks. We’ve written many times that KPIs are essential for measuring the performance and efficiency of your business, and for keeping your agents on track toward meeting customer service goals. MORE
A seller may have a higher response rate of an email or another type of message. Either responses to voicemail are more productive and demonstrate. This is the best level of interest. A salesperson loses in quantity and gains in quality. No doubt you will not get any response at all. MORE
Are You a Risk Taker? We all have varying levels of risk tolerance. When we shy away from risk, we call that risk-aversion. This episode of The Intuitive Customer discusses the concept of risk aversion and how it affects customers’ behavior in your Customer Experience. MORE
Customer Relationships. How much do you love the companies you do business with, the restaurants you frequent or the stores you shop at? How upset would you be if they told you they were going out of business? Or, what if you could save them from going out of business by giving up something. MORE
The Business of Emotion. Striking a Balance Between Technology and Human Connection. Shep Hyken interviews Rebecca Martin. MORE
When customers speak, brands listen. That’s the baseline for doing business in a customer-centric economy. That’s why you just can’t emphasize the importance of customer reviews! Customer reviews have come a long way from simple word-of-mouth recommendations to published online assessments dissecting your product. Through social media and customer review sites, customers easily share their […]. MORE
Achieving customer satisfaction by providing an enhanced customer experience is one of the main goals of the contact center and is an important metric by which the center’s performance is measured. A critical component of achieving this goal is the highly engaged and motivated contact center agent. MORE
Telling your boss that you are burnt out seems like it might just be the end of your stable paycheck. Can you actually look your boss in the face and admit that you’ve been unable to keep up with the amount of work on your plate? MORE
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. MORE
Member support is a key component of providing health insurance in the US. Many find the industry confusing, and that leads to questions. Traditionally, most of those questions have been asked in English, but shifting US demographics mean that's no longer the case in 2019. MORE
You’ve probably heard of Nashville Hot Chicken. Plenty of places in the Music City serve it, and you can try it while attending CCW Winter in Nashville later this week. Want to guess what beverage pairs well with hot chicken? Champagne. That’s right. MORE
Most of you already know us as Branch, but we’re making it official. Au revoir, Messenger, you’ve served us well. Taking a little inspiration from Beyoncé and Dunkin’, we’re officially shedding the Messenger and simply going with one moniker: Branch. MORE
Talking to employees about problem performance, and getting them to change is hard – unless you do four things very well. Here’s what I wish everyone knew about addressing unacceptable employee performance. MORE
This article was originally published on the FCR blog on December 10, 2018. Click here to read the original. Over the past year or so I’ve had many conversations about contact center quality assurance — some of which I’ve shared in past articles. MORE
Product reliability and quality have become near-commodities in our world. The challenge then, for a business, is to find another way to differentiate yourself. And one of the best ways to truly engage customers is to connect with them via superior customer service. Today, let’s look at a variety of companies whose have succeeded by […]. MORE
We all know the importance of quality management (QM). But we also know there are only so many hours in the day, and that a quality management program can sometimes take a lot of them. Still, this is not an optional pursuit for a contact center to maintain optimal customer service. MORE
Anyone who manages, or has managed, a school or community athletic program no doubt is already aware of Gopher Sport’s products and their reputation for exceptional customer service. MORE
One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience. The way YOU do that is, you go into discussions with your employees with a plan, and with confidence. MORE
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog customer-service-techniques MORE
Ten years ago, a book was published titled The Best Service is No Service: Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs. It suggested that companies could better serve their customers by finding ways to hear less from them. MORE
For two years I’ve partnered with LinkedIn Learning to create courses to help employees be more assured and skilled in their ability to handle demanding customers. Here are some fun behind the scenes photos from last week’s visit to film two new training courses. MORE
Most of you already know us as Branch, but we’re making it official. Au revoir, Messenger, you’ve served us well. Taking a little inspiration from Beyoncé and Dunkin’, we’re officially shedding the Messenger and simply going with one moniker: Branch. MORE
Let’s face it. Collections and debt recovery call centers don’t have a great reputation with consumers. Because some people buy things they can’t afford or encounter circumstances later on that cause them to become delinquent in their payments. MORE
Call Center Coach
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.
Beyond Philosophy
JANUARY 15, 2019
Are You a Risk Taker? We all have varying levels of risk tolerance. When we shy away from risk, we call that risk-aversion. This episode of The Intuitive Customer discusses the concept of risk aversion and how it affects customers’ behavior in your Customer Experience.
Myra Golden Media
JANUARY 15, 2019
For two years I’ve partnered with LinkedIn Learning to create courses to help employees be more assured and skilled in their ability to handle demanding customers. Here are some fun behind the scenes photos from last week’s visit to film two new training courses.
Contact Center Pipeline
JANUARY 15, 2019
Anyone who manages, or has managed, a school or community athletic program no doubt is already aware of Gopher Sport’s products and their reputation for exceptional customer service.
Advertisement
If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
Customer Service Life
JANUARY 15, 2019
Telling your boss that you are burnt out seems like it might just be the end of your stable paycheck. Can you actually look your boss in the face and admit that you’ve been unable to keep up with the amount of work on your plate?
|
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
|
|
Myra Golden Media
JANUARY 15, 2019
One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience. The way YOU do that is, you go into discussions with your employees with a plan, and with confidence.
GetFeedback
JANUARY 14, 2019
As a customer service leader, you want to make sure your audience is supported at all times. Customers should have access to the information they need–whether it’s from a member of your team or from a robust knowledge base.
Customer Service Life
JANUARY 15, 2019
This article was originally published on the FCR blog on December 10, 2018. Click here to read the original. Over the past year or so I’ve had many conversations about contact center quality assurance — some of which I’ve shared in past articles.
ShepHyken
JANUARY 14, 2019
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
Advertisement
There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.
Myra Golden Media
JANUARY 14, 2019
Talking to employees about problem performance, and getting them to change is hard – unless you do four things very well. Here’s what I wish everyone knew about addressing unacceptable employee performance.
Nextiva
JANUARY 14, 2019
Product reliability and quality have become near-commodities in our world. The challenge then, for a business, is to find another way to differentiate yourself. And one of the best ways to truly engage customers is to connect with them via superior customer service. Today, let’s look at a variety of companies whose have succeeded by […].
Guru
JANUARY 15, 2019
When it comes to helping revenue teams, the term “enablement” usually comes to mind. Enabling a sales or support team to work better sounds great.
ShepHyken
JANUARY 15, 2019
Customer Relationships. How much do you love the companies you do business with, the restaurants you frequent or the stores you shop at? How upset would you be if they told you they were going out of business? Or, what if you could save them from going out of business by giving up something.
Advertisement
A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
Transparent BPO
JANUARY 14, 2019
You’ve probably heard of Nashville Hot Chicken. Plenty of places in the Music City serve it, and you can try it while attending CCW Winter in Nashville later this week. Want to guess what beverage pairs well with hot chicken? Champagne. That’s right.
Nextiva
JANUARY 15, 2019
When customers speak, brands listen. That’s the baseline for doing business in a customer-centric economy. That’s why you just can’t emphasize the importance of customer reviews! Customer reviews have come a long way from simple word-of-mouth recommendations to published online assessments dissecting your product. Through social media and customer review sites, customers easily share their […].
Noble Systems
JANUARY 15, 2019
Let’s face it. Collections and debt recovery call centers don’t have a great reputation with consumers. Because some people buy things they can’t afford or encounter circumstances later on that cause them to become delinquent in their payments.
Branch Mesenger
JANUARY 15, 2019
Most of you already know us as Branch, but we’re making it official. Au revoir, Messenger, you’ve served us well. Taking a little inspiration from Beyoncé and Dunkin’, we’re officially shedding the Messenger and simply going with one moniker: Branch.
Speaker: Faith Adams, Analyst at Forrester
Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data
Monet Software
JANUARY 15, 2019
Ten years ago, a book was published titled The Best Service is No Service: Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs. It suggested that companies could better serve their customers by finding ways to hear less from them.
Bright Pattern
JANUARY 15, 2019
As shown in our chatbot infographic , it is predicted that 80% of companies will implement chatbots by 2020. Bots and AI were massive trends of 2018 and experts agree that the deployment of bots will continue to increase in 2019. ai and chatbots
Voiance
JANUARY 15, 2019
Member support is a key component of providing health insurance in the US. Many find the industry confusing, and that leads to questions. Traditionally, most of those questions have been asked in English, but shifting US demographics mean that's no longer the case in 2019.
Branch Mesenger
JANUARY 15, 2019
Most of you already know us as Branch, but we’re making it official. Au revoir, Messenger, you’ve served us well. Taking a little inspiration from Beyoncé and Dunkin’, we’re officially shedding the Messenger and simply going with one moniker: Branch.
Advertisement
To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.
Monet Software
JANUARY 15, 2019
We all know the importance of quality management (QM). But we also know there are only so many hours in the day, and that a quality management program can sometimes take a lot of them. Still, this is not an optional pursuit for a contact center to maintain optimal customer service.
ProProfs Blog
JANUARY 16, 2019
English is the global language of business, travel, and pleasure. Yet English is only spoken by 20% of the world’s population. That’s roughly around 1.5 billion people out of which only 360 million are native English speakers.
Customers That Stick
JANUARY 15, 2019
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog customer-service-techniques
Noble Systems
JANUARY 14, 2019
Achieving customer satisfaction by providing an enhanced customer experience is one of the main goals of the contact center and is an important metric by which the center’s performance is measured. A critical component of achieving this goal is the highly engaged and motivated contact center agent.
Advertisement
Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.
Monet Software
JANUARY 15, 2019
Sometimes two statements can be true, even if they seem to conflict on the surface. Take KPIs at help desks. We’ve written many times that KPIs are essential for measuring the performance and efficiency of your business, and for keeping your agents on track toward meeting customer service goals.
Dialer 360
JANUARY 14, 2019
A seller may have a higher response rate of an email or another type of message. Either responses to voicemail are more productive and demonstrate. This is the best level of interest. A salesperson loses in quantity and gains in quality. No doubt you will not get any response at all.
ijgolding
JANUARY 14, 2019
According to Wikipedia , the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a relationship declines after around year seven of a marriage.
83 
Let's personalize your content