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We have all been in line or on hold for customer service , waiting for a company to get back to us. We tap our toes and roll our eyes as we wait. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. Or are they? MORE
In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020. MORE
We just got back from a dynamic industry trade show in Denver, Lead Generation World. The conference proved an amazing opportunity to network with both new and familiar faces. Together, we learned more about the challenges and solutions taking place in the changing lead gen industry. MORE
156 We’ll post quick tips to help you deliver the best customer experience. We’d love to connect with you on Instagram — Instagram.com/myragoldenseminars. Customer Experience Design MORE
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. MORE
Customer service has changed a lot in the last 10 years. Behind that change are customer service experts who helped redefine the customer experience. Look at any industry, and you’ll see a rigorous focus on keeping customers happy. MORE
Solving a caller’s problems quickly can significantly improve their perception of your organization’s overall quality and competency. However, achieving the fastest possible resolution speed – over the course of a single call – can prove to be more complicated than it seems. MORE
Social media has changed many things about our lives. Not only can we have a blow by blow account of what our friends and family are up to, but we can also see what they had for dinner. We can even see what friends of our friends had for dinner. MORE
Bigfoot. The elusive missing link between humans and apes. But what does he have to do with customer service? Well, plenty. There are many similarities between the creature and the service many of us dish-out to our customers. That’s why I call it, Bigfoot customer service. Let’s get into it. Rumors. MORE
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At the heart of every growing organization are its employees. The very people who keep businesses functioning and evolving are all too often overlooked to primarily focus on satisfying paying customers. MORE
There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. MORE
Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. This emerging approach is known as multiexperience (MX). MORE
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We’ve suspended our onsite workshops, but if you have a LinkedIn Learning subscription, you can take Myra’s most popular customer service classes online. Head on over to LinkedIn Learning and start training with Myra now! Customer Experience Design MORE
Contact Center Pipeline’s SPONSOR WALL OF FAME Company name Customer Contact Strategies CEO/Founder Michele Rowan When founded 2009 Describe your company We help companies design/expand their work-at-home programs for contact centers via custom consulting, public workshops and conferences. MORE
As the next decade is upon us, we should all take a minute to understand the big trends that are going to impact our contact centers. Do you have anxiety about the bots? More broadly, are you thinking about how technology will impact how business is conducted in the contact center? MORE
The COVID-19 pandemic has pushed businesses to dodge bullets and the global economy is in dire straits. While the number of positive cases increases, the negative scenarios keep piling up. . MORE
Contact centre changes are never an easy venture, but it’s crucial to embrace an opportunity for change. While the world is slowly returning to normal after a global pandemic, now is the time to identify how your contact centre can be improved. MORE
Great customer service is comprised of many things. Besides policies and procedures which lead to a satisfied customer, your smile, positive words, and open body language are just as important – and many say even more important. Here are a few ways businesses can put their customers at ease. MORE
258 It’s not unlike having your firstborn away at college. Your child is in the dorm and on her own. For eighteen years, you’ve prepared her for adulthood. But you worry. Is she making friends? Will she be safe at parties and with alcohol? Can she juggle classwork with fun? MORE
Sometimes a little creativity and extra effort can make a big difference in the customer experience. MORE
Reevaluation. It’s a tried and true method to improve your customer service. But how many use this often enough to benefit from its findings? Good question. MORE
“Your most unhappy customers are your greatest source of learning.” — Bill Gates. Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online. MORE
The 8 steps to creating a successful post-purchase survey plan. Articles MORE
I see light at the end of the tunnel. While we’re not back to “business as usual,” we are starting to see business reopen and adapt to a new normal. I’ve made many observations over the past couple of months, some of which have found their way into my weekly posts. MORE
Customer. Vendor. Seller. Buyer. All of them have been around since the concept of commerce started. Fast forward to 2020. Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . And rightfully so. . MORE
I have an idea about renewals. Most people think that a renewal applies to some type of subscription. You renew your subscription to a magazine, a maintenance contract or a software program. But what if renewal had a broader meaning? MORE
ShepHyken
JUNE 17, 2020
I have an idea about renewals. Most people think that a renewal applies to some type of subscription. You renew your subscription to a magazine, a maintenance contract or a software program. But what if renewal had a broader meaning?
Beyond Philosophy
MARCH 31, 2020
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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Callminer
MARCH 2, 2020
Solving a caller’s problems quickly can significantly improve their perception of your organization’s overall quality and competency. However, achieving the fastest possible resolution speed – over the course of a single call – can prove to be more complicated than it seems.
Myra Golden Media
APRIL 23, 2020
It’s not unlike having your firstborn away at college. Your child is in the dorm and on her own. For eighteen years, you’ve prepared her for adulthood. But you worry. Is she making friends? Will she be safe at parties and with alcohol? Can she juggle classwork with fun?
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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!
Contact Center Pipeline
JANUARY 22, 2020
In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020.
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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ProProfs Blog
JUNE 5, 2020
The COVID-19 pandemic has pushed businesses to dodge bullets and the global economy is in dire straits. While the number of positive cases increases, the negative scenarios keep piling up. .
Victor Midgley
MAY 13, 2020
You must be logged in to view this content. New Member Registration Username or Email Address Password Remember Me Register | Lost your password
Convoso
JANUARY 23, 2020
We just got back from a dynamic industry trade show in Denver, Lead Generation World. The conference proved an amazing opportunity to network with both new and familiar faces. Together, we learned more about the challenges and solutions taking place in the changing lead gen industry.
GetFeedback
MAY 28, 2020
The 8 steps to creating a successful post-purchase survey plan. Articles
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In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!
Call Design
JUNE 22, 2020
Contact centre changes are never an easy venture, but it’s crucial to embrace an opportunity for change. While the world is slowly returning to normal after a global pandemic, now is the time to identify how your contact centre can be improved.
ShepHyken
MAY 13, 2020
I see light at the end of the tunnel. While we’re not back to “business as usual,” we are starting to see business reopen and adapt to a new normal. I’ve made many observations over the past couple of months, some of which have found their way into my weekly posts.
Beyond Philosophy
MARCH 2, 2020
We have all been in line or on hold for customer service , waiting for a company to get back to us. We tap our toes and roll our eyes as we wait. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. Or are they?
Callminer
FEBRUARY 19, 2020
There are numerous issues for which call center managers and leaders must account in running a successful customer support operation.
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With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!
Myra Golden Media
MAY 8, 2020
We’ll post quick tips to help you deliver the best customer experience. We’d love to connect with you on Instagram — Instagram.com/myragoldenseminars. Customer Experience Design
Contact Center Pipeline
JANUARY 29, 2020
Contact Center Pipeline’s SPONSOR WALL OF FAME Company name Customer Contact Strategies CEO/Founder Michele Rowan When founded 2009 Describe your company We help companies design/expand their work-at-home programs for contact centers via custom consulting, public workshops and conferences.
Steve DiGioia
MARCH 9, 2020
Reevaluation. It’s a tried and true method to improve your customer service. But how many use this often enough to benefit from its findings? Good question.
ProProfs Blog
JANUARY 30, 2020
“Your most unhappy customers are your greatest source of learning.” — Bill Gates. Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online.
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Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.
Victor Midgley
MAY 4, 2020
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Convoso
JANUARY 3, 2020
Convoso VP of Sales, Les Lent shares insights on why ghosting happens and how to avoid it. Ghosting is a relatively new term for an old sales problem.
Nextiva
MAY 8, 2020
Customer service has changed a lot in the last 10 years. Behind that change are customer service experts who helped redefine the customer experience. Look at any industry, and you’ll see a rigorous focus on keeping customers happy.
TechSee
JUNE 23, 2020
Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. This emerging approach is known as multiexperience (MX).
Speaker: Venessa Paech, Australia's Leading Community Specialist
Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.
ShepHyken
JUNE 10, 2020
Sometimes a little creativity and extra effort can make a big difference in the customer experience.
Beyond Philosophy
FEBRUARY 14, 2020
Social media has changed many things about our lives. Not only can we have a blow by blow account of what our friends and family are up to, but we can also see what they had for dinner. We can even see what friends of our friends had for dinner.
Callminer
MAY 27, 2020
At the heart of every growing organization are its employees. The very people who keep businesses functioning and evolving are all too often overlooked to primarily focus on satisfying paying customers.
Myra Golden Media
APRIL 13, 2020
We’ve suspended our onsite workshops, but if you have a LinkedIn Learning subscription, you can take Myra’s most popular customer service classes online. Head on over to LinkedIn Learning and start training with Myra now! Customer Experience Design
Advertisement
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.
Contact Center Pipeline
MARCH 11, 2020
As the next decade is upon us, we should all take a minute to understand the big trends that are going to impact our contact centers. Do you have anxiety about the bots? More broadly, are you thinking about how technology will impact how business is conducted in the contact center?
Steve DiGioia
FEBRUARY 3, 2020
Bigfoot. The elusive missing link between humans and apes. But what does he have to do with customer service? Well, plenty. There are many similarities between the creature and the service many of us dish-out to our customers. That’s why I call it, Bigfoot customer service. Let’s get into it. Rumors.
ProProfs Blog
JANUARY 7, 2020
Customer. Vendor. Seller. Buyer. All of them have been around since the concept of commerce started. Fast forward to 2020. Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . And rightfully so. .
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