Sat.Mar 28, 2020 - Fri.Apr 03, 2020

5 Pillars of Success for the Modern Contact Center

Aria Solutions

As we’ve come to know that understanding our customers and meeting their needs is one of the key building blocks for this new decade, it has also become one of the most competitive areas in business. Two-thirds of businesses surveyed report that they compete mainly on customer experience.

3 Quick Tips for the Things That Will Go Wrong with Remote Workers

Myra Golden Media

In 1999 everybody was worried about Y2K. Will our computers boot up? Can we pay our employees? Will cars start? Do we have enough toilet paper?

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5 Effective Tips For Approaching Difficult Customer Conversations

Nicereply

Tough conversations are a part of life and in business, it’s no different. But tough customer conversations can be just that – tough. In customer service, you’re bound to come across a difficult situation or two. People have bad days, get confused, and things go wrong.

Guest Post: Steps Involved in the CRM Process

ShepHyken

This week we feature an article by Nikunj Dudhdat, a digital marketing executive at SoftwareSuggest. He discusses the overall value that a good Customer Relationship Management (CRM) software can bring to your business.

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A New Segmentation Model for Customer Onboarding

In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

How will COVID-19 change customer behavior and habits?

Beyond Philosophy

Just over a decade ago, just as the world was coming out of the deepest recession since the Greatest Depression, we carried out significant research across the globe with the largest container shipping company in the world.

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VIRTUAL CUSTOMER SERVICE WORKSHOPS

Myra Golden Media

Keep remote employees’ skills sharp with our customized, engaging, live virtual training. We start with a video conference to learn about your challenges and goals.

The Boss Can Kill the Customer Service Buzz

ShepHyken

Back in my high school and college days I worked at a gas station. We were a self-service station, so our role was that of cashier more than anything else. One very cold morning I noticed an elderly woman drive into the station. She was probably 80 years old.

How Apple Uses Psychology to Develop Outstanding Experiences

Beyond Philosophy

Apple has an excellent experience. We could all learn a lot from how they approach business as usual to facilitate customer-driven growth. Why do I like Apple’s experience? Before I answer, I should have my guitar. I am just kidding. No one wants that.

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Contact Center Pipeline Magazine: Inside Our April 2020 Issue

Contact Center Pipeline

I hope our April issue finds you safe and well. You may have seen Mr. Rogers’ quote that is so applicable for our times: “When I was a boy and I would see scary things in the news, my mother would say to me, Look for the helpers. You will always find people who are […].

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

Covid-19 Mask Sewing Kits

Myra Golden Media

Are you interested in making and donating masks for Covid-19? Here are some resources to get you started. link]. link]. Customer Experience Design

5 Top Customer Service Articles For the Week of March 30, 2020

ShepHyken

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.

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The COVID-19 field service challenge: ensuring business continuity with remote support

TechSee

Ensuring business continuity and the safety of employees and customers is top of mind for companies delivering essential services across industries such as utilities, medical technology and telecommunications.

Top 5 Posts in March

Contact Center Pipeline

What a difference a month can make. In February, we were looking at topics like growth and development, aligning strategy and technology, and tools for delivering an exceptional customer experience. We’ve now entered the strange new reality of the COVID-19 era.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Every Great Leader Has an Experience Book. Do You?

Steve DiGioia

The actions of leaders should focus on common-sense decisions. A good “business-sense”, extensive life experience, having a good judge of character, and the ability to see-through-the-fog towards the intended goal will help most people make the “right” call as needed – when needed.

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Amazing Business Radio: Horst Schulze

ShepHyken

The Customer is Your Bottom Line. Creating Purpose for Your Employees and Your Business. Shep Hyken interviews Horst Schulze.

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How Apple Uses Psychology To Construct An Outstanding Experience

Beyond Philosophy

What You Should Learn from Apple’s Outstanding Experience. I am a huge fan of Apple products. If there were already a waiting list for the next iPhone, I would be on it. For me, buying Apple products is emotional, intuitive, and automatic—all the things a brands needs to foster customer-driven growth. Apple is excellent at incorporating principles of behavioral economics and psychology that are hugely influential on customer behavior in all the right ways.

Why VPN is a poor choice for enabling a remote call center staff

Talkdesk

In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

How to create a customer insight strategy

Lumoa

A customer insight strategy help organizations to ensure that customer insights are used in the development of products and services on a continuous basis. Feed generated with FetchRSS

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Brand Marketing: The Importance of the Millennial Influencer

Joe Rawlinson

Millennials, while many of their habits and routines may annoy the older generations, are vital to brand marketing. Even the term ‘millennial’ may sound a little cliché, but this generation is the most technologically savvy group of people in our society.

Maintaining culture in a temporary WFH environment

Tethr

For a lot of us, the new reality is an indefinite work from home situation. While physical distancing is more of a necessity now than a choice, social distancing doesn’t need to be. Company leaders must strive to maintain culture in this sudden remote work era.

Top 3 Tips for Handling Customer Support Issue Surges

UJET

The world has gone digital. From on-demand food delivery, e-commerce purchases, telehealth, and more, customers are looking for great digital experiences that not only mirror the experiences of speaking with someone face-to-face or visiting a brick and mortar location, but that goes above and beyond.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Keeping Workers Safe and Productive (When the Contact Center Can’t Close)

Taylor Reach Group

by JD Fairweather. If you asked any contact center manager two months ago about their business continuity plan, they’d likely opine on their facility’s readiness to address just about any emergency scenario.

The Real Cost of Finding the Right BPO and Call Center

Ansafone

When it comes time to finding the right BPO (Business Process Outsourcing) partner, there are many considerations to take a look at. Not only on cost, but the competency and reliability of a great call center are necessary. Are you value-shopping or are you budget-shopping?

Shifting CX efforts in response to the pandemic

Tethr

The entire world, including your customers, is now focused on the COVID-19 pandemic. Some of them are dealing with job loss, pay cuts or temporary layoffs. Some are on the frontline, putting their health and health of their families at risk in order to serve others.

10 leadership ideas to implement this week for your business (Video)

Totango

COVID 19 has forced businesses to quickly adapt and explore new ways of working. Leaders need to act fast and act now to ensure your team and business can navigate through the change.

3 Reasons to Prioritize On-Demand Customer Training

On-demand training is a powerful tool you can leverage to support new customer onboarding and ongoing education through the customer lifecycle. In this eBook, we’ll delve into the 3 key benefits of on-demand training for your customer onboarding process.