Contact Center Pipeline
JANUARY 10, 2023
Disasters, like the recent holiday storms, are inevitable. How you plan, respond, but most critically inform and communicate with your employees and customers is what counts. This isn’t rocket science. And it is the foundation of the customer experience (CX).
Myra Golden Media
JANUARY 26, 2023
Those with strong emotional intelligence deliver bad news confidently, control calls easily, and prevent escalation. This is why I teach empathy, connection, and listening. Meet with me for a 45-minute discussion on how to coach your team to be more effective with soft skills.
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Beyond Philosophy
JANUARY 14, 2023
In sales, it can be tough to know when a customer is no longer deciding but already decided—unless, of course, they tell you that out loud. So, it is incumbent upon you to read the signs that a customer has decided to buy.
CCNG
JANUARY 25, 2023
Are you taking steps to tackle Quiet Quitting in your call centre? Do you even know where to start? What Is Quiet Quitting? Quiet Quitting has become a staple in the conversation when we talk about attrition, as well as remote and hybrid working – and it’s raising its head more and more.
Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology
If the recent past has taught us anything, it's that L&D organizations need to be nimble, quick, and able to react to both foreseen and unforeseen threats in order to be successful. That means looking to the convergence of technology, learning, and business needs so you can make intelligent, informed decisions regarding both your future and the future of your organization.
Callminer
JANUARY 23, 2023
As we know, a happy employee is a productive employee, and part of that includes making sure they feel like they can successfully do their jobs. Read this blog for employee coaching strategies
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Cisco CSR
JANUARY 10, 2023
As a change agent serving the financial services industry for over 20 years, it is a great privilege to collaborate with Bank, Insurance, and Wealth Management institutions to devise and execute digital transformation strategy, solve complex business problems, and leverage technology to strengthen business results.
Shep Hyken
JANUARY 11, 2023
Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX).
JustCall
JANUARY 19, 2023
We all know that working from home can be pretty great. You can roll out of bed and start working in your PJs, take breaks whenever you want, and never have to commute. But sometimes, working from home can get lonely. If you’re looking for a change of scenery, why not try working from a coffee shop?
Bill Quiseng
JANUARY 25, 2023
In retail customer service, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.”
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The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.
LiveVox
JANUARY 25, 2023
The Account Recovery management (AR) industry is one of the most challenging environments to drive digital transformation.
Contact Center Pipeline
JANUARY 17, 2023
Dear Contact Center Pipeline bloggers, I read this article this morning about Howard Schultz, CEO of Starbucks saying he is annoyed that workers aren’t in the office and is “ordering” employees to return to the office 3 days/week. He says that remote work is a privilege.
Myra Golden Media
JANUARY 25, 2023
Every week, I invest 3 hours in myself. And I want you to do the same. Every week, I invest three uninterrupted hours in myself or my business. I do not respond to emails or perform any routine business tasks during this time. The focus is strictly on professional/personal development.
Beyond Philosophy
JANUARY 26, 2023
It’s time for an update. A few years ago, we went over some of the essential questions for your clients. However, in reviewing that content, I realized I was in sore need of an update. Therefore, we will discuss the seven key strategic questions updated for the new year.
Speaker: Connie Malamed, Founder of Mastering Instructional Design and Publisher of The eLearning Coach
Well-designed materials can motivate learners, improve comprehension, and assist optimal retention. If you need rapid, easily actionable ways to improve your eLearning and slides, join this session to learn the power principles that will have the biggest impact on your designs.
CCNG
JANUARY 18, 2023
One of the major initiatives abuzz in the Contact Center industry is agent empowerment and how it will improve performance and CX. The concept is simple.
Callminer
JANUARY 18, 2023
As patients become more engaged in their healthcare, healthcare providers and organizations, like hospitals, need to care more about patient retention and patient experience. Read more in this blog
Lumoa
JANUARY 27, 2023
Civil rights activist Maya Angelou once said that people will forget what you said or did but will always remember how you made them feel. This is especially true when it comes to serving your customers.
Cisco CSR
JANUARY 24, 2023
I am extremely proud that over the past year, Cisco unlocked a new route to market to sell turnkey Software as a Service (SaaS) solutions.
Speaker: Nathan Hart, Mary Kane & Imran Mohammed
Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!
Shep Hyken
JANUARY 4, 2023
Happy New Year! We have an exciting year ahead of us. So much has changed in just the past three years. And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column.
The Northridge Group
JANUARY 18, 2023
ChatGPT is all over the news, especially since it has been reported that Microsoft may be considering a significant increase to its 2019 investment of $1 billion in OpenAI, the hottest startup in Silicon Valley and the creator of ChatGPT.
Nicereply
JANUARY 23, 2023
Measuring your customer experience (CX) can feel complicated. There are so many different CX metrics you could track. But which one(s) should you actually use?
JustCall
JANUARY 19, 2023
Time and again, we hear the saying, ‘Work Hard, Party Harder.’ But what if we told you that you could work smart, finish off work more efficiently and quickly, and reach the party sooner?
Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.
In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.
Contact Center Pipeline
JANUARY 11, 2023
The year is 2023, and the contact center industry is on the brink of change. With new technologies and approaches being developed daily, it’s hard to predict what the next year will bring. However, there are a few things that we can be sure of.
Myra Golden Media
JANUARY 17, 2023
When you want to end a circular conversation with an upset customer, I want you to say: “We realize this is frustrating for you.” ” {Then explain why you can’t honor the request and offer the next steps.}
Beyond Philosophy
JANUARY 7, 2023
Every so often, I get a chance to chit-chat with colleagues of mine about the future of customer experience.
CCNG
JANUARY 11, 2023
“Your call / email / chat is important to us, but we are experiencing unusual volume at this time.” If you’ve had a reason to reach out to your mortgage company, cell phone provider, or favorite retailer, this might be the response you’ve received.
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Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.
Callminer
JANUARY 16, 2023
Read this blog to understand why it’s important to measure customer attrition and take action to reduce and prevent customer churn
Lumoa
JANUARY 19, 2023
Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.
Genroe
JANUARY 19, 2023
Get the most out of your call centre project with these essential steps to documentation success. Start today! The post Documenting Your Contact Centre Project to Maximise Success appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.
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