2020

Your Emergency Response Plan—Be Prepared

ShepHyken

One of our Shepard Letter subscribers, Tom Korff, wrote in with an important question: how should customer support agents handle callers who are threatening to harm themselves and/or others? This is a serious topic.

A Glimpse To The New Trends In Humanizing Technology

Beyond Philosophy

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.

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9 Call Center Environment Best Practices

Callminer

Cultivating a productive call center environment involves optimizing many different facets of its operations. From facility design to computer systems and software integrations, all aspects of your call center that impact its internal atmosphere can affect employee performance.

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

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.

Contact Center 2020: Yesterday and Today

Contact Center Pipeline

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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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.

Mark Hollyoake gains his Doctorate on B2B Trust

Peter Lavers

Sincere congratulations to one of our associates, Mark Hollyoake , for successfully completing and passing his Doctorate, analysing and proving the constituents of business to business (B2B) Trust.

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Customer Advocacy – A Term Changing the Dynamics of Marketing

ProProfs Blog

If I were to ask you what’s the most trusted source for knowing whether a product or service is worth taking? Would you say: Product/service reviews? Research? . Competitor Prices? What if I were to tell you that the aspect that genuinely tops the list is what your friends and family think?

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.

Morale 151

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.

Top 20 Customer Service Blogs You Have to Read in 2020

Fonolo

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today.

Once Upon A Time In Businessland

ShepHyken

Today I share with you a fable. Once upon a time a great genie paid a short visit to the town of Businessland, where he happened upon three entrepreneurs, each of whom wanted to open an ice cream shop.

Sales 271

Emerging Trends Revealed in Unique CX Research

Beyond Philosophy

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. Some of the research told us what we expected to hear, but some of the revelations might surprise you.

Operational Challenges in the Call Center Industry

Callminer

There are numerous issues for which call center managers and leaders must account in running a successful customer support operation.

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.

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 Consolidation Trend Will Further Hurt Quality in the Contact Center

Contact Center Pipeline

I was talking to Jay Minucci, a long-time industry veteran, consultant to the industry, and contributor on these pages. He was telling me about the trend he’s seeing with his large clients—that consolidation is preferred because it’s becoming too hard to manage too many contact center vendors.

Why You are Being Ghosted

Convoso

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.

Sales 156

Remote assistance: protecting customers and employees from coronavirus

TechSee

To mitigate the impact of crises such as natural disasters, epidemics and terror attacks, leading companies are adopting innovative remote assistance methods to address the safety concerns of their employees and customers.

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.

Fonolo: Top 20 Customer Service blogs to read in 2020

Peter Lavers

Peter Lavers has been named as a top blogger in the realm of Customer Service. The list has been created by Fonolo , who provide call-back solutions for contact centres.

How to Prove the ROI of Your CES Efforts

GetFeedback

So you’ve taken the time to listen to customers in order to understand the experience they’re having with your brand. Articles

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You Must Be Padding Your Resume ‘Cause You Can’t Be That Good

Steve DiGioia

I saw this written on a resume the other day. One of her past job duties was “ Joyfully greeted guests “ My first reaction was, “What kind of B.S. is that to write? You must be padding your resume ‘cause you can’t be that good.

Travel 155

10 Common Customer Service Problems and How to Resolve Them

ProProfs Blog

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. .

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.

Guest Post: 5 Ways a Ticketing System Empowers CS Teams to Build a Delightful Experience

ShepHyken

This week we feature an article by Dwayne Charrington , a technical writer currently associated with ProProfs Help Desk. He shares the benefits of incorporating a help desk ticketing system into your business. Experience-led businesses have 1.7x higher customer retention, 1.9x return on spend, and 1.6x

Are You Using This Valuable Marketing Tool For Growth?

Beyond Philosophy

People are way more afraid of shark attacks than we should be. The reason we are is the same reason branding works for your organization to attract customers. However, before we get to that, consider the following statistic.

Call Center Metrics Best Practices

Callminer

Obtaining useful metrics on daily operations in your call center can help to improve many aspects of your business. However, there is quite a bit more to making effective use of call center metrics than merely amassing data and generating reports.

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?

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.