Bill Quiseng

APRIL 4, 2024

I am honored to be nominated for the 2024 Industry Champion Awards from ContactCenterWorld.com – the Global Association for Contact Center & Customer Engagement Best Practices. Therefore, please support me by voting for me at this link [link] as soon as possible.

Industry 60

Industry Contact Center Feedback Connections 60

BlueOcean

APRIL 20, 2023

I first met Sean back in June of 2022 when he was awarded the title of Best Contact Center Executive at The Contact Center World Awards in Orlando, Florida. Because nobody wakes up as a 13-year-old and says, “Oh my gosh, I want to be in the contact center space.” So tell me how you landed here, Sean. And of course, I did.

Contact Center 156

Contact Center Culture Course Training 156

Beyond Philosophy

APRIL 4, 2024

It’s a work colleague ghosting me; no matter how I try to contact him, I hear nothing in return. These new norms are surprising to me. Prospecting in the Days of Ghosting My son Ben posted on LinkedIn about the norm for contacting people who reach out on LinkedIn. Listen to the podcast: I have been ghosted. But is it?

How To 60

How To Fashion Communication eBook 60

C3Centricity

OCTOBER 22, 2020

Shoppers, that’s you and me, are changing. Let me show you. Show me a website that thinks it already has enough! My next example is from Burger King, who make their customers work unnecessarily if they want to contact the company. They invite you to complete a survey rather than just contacting them.

Retail 218

Retail Advertising Course Survey 218

Calabrio

MAY 3, 2021

David Flores from GreenPath Financial Wellness is named a finalist in the 2021 ICMI Global Contact Center Awards for Best Contact Center Manager. But it was his time at Michigan State University that he credits with inspiring much of his contact center leadership style. I really do feel like we are all a family.

Contact Center 264

Contact Center Leadership Financial Survey 264

Zeisler Consulting

APRIL 16, 2024

Hey, full disclosure, that includes me. Are you constantly taking angry calls in your Contact Center from Customers who think they’re being taken advantage of based on what they thought you meant? In the example I was referencing above, I didn’t agree that I’d gotten it wrong (a rare situation for me to find myself, that’s for sure).

Contact Center 93

Contact Center System Policies Customer Centricity 93

TechSee

JUNE 1, 2023

Device support for me is making sure our recipients feel supported and we’re here for them to ensure their equipment is properly working. TechSee’s visual assistance is a game changer because it helps me be more efficient and more accurate in my troubleshooting. My son’s happiness is the most important for me.

Technology 207

Technology Video Connections Interaction 207

Zeisler Consulting

APRIL 2, 2024

All the rage these days in Contact Center online webinars and consortia is the topic of automation and “AI”… “Bots”, “ChatGPT” (I still don’t understand what that does, but apparently, as far as you know, I’m using it to write this article right now.) Certain things lend themselves to self-assistance.

Contact Center 72

Contact Center Policies Customer Care System 72

C3Centricity

AUGUST 4, 2020

Social media usually guarantees a quick response whereas contacting customer services through the usual channels often results in nothing. Social media usually guarantees a quick response whereas contacting customer services through the usual channels often results in nothing. Twitter is often referred to as today's call centre.

Customer Service 177

Customer Service Social Media Customer Service Representative Self Service 177

Kerry Bodine

JANUARY 14, 2021

In 2020, many contact centers were forced into “do or die” changes in order to overcome the challenges brought on by the pandemic. The post Webinar: Strategies to Navigate CX Demands for the Contact Center appeared first on Bodine & Co. However, these often heroic changes haven’t come without their consequences. Register here.

Contact Center 177

Contact Center Strategy Tips Customer Journeys 177

Horizon CX

OCTOBER 2, 2023

The employee, associate/agent, is me. I’ve had several people tell me these are small things, and that leaders should only worry about the “big picture.” After completing the requisite number of LMS modules, I’m out on the floor in contact with customers for the first time. ME: Why does that matter right now?

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

NICE inContact

MARCH 15, 2020

When I dial 211, an automated call message directs me to a kind voice of a contact center agent on the other line that greets me with “how can I help you today?” Like so many, I am looking for clear instructions on what to do during the COVID-19 outbreak. The call center agent has a plan.

Contact Center 156

Contact Center Call Center Omni-Channel Trends 156

MiaRec

DECEMBER 10, 2023

Every contact center managers has their tried and true method of evaluating calls they have developed over the years. For me, it was my trusted Excel spreadsheet I had developed to evaluate my agent's performance.

Contact Center 91

Contact Center Management 91

Adrian Swinscoe

MARCH 13, 2024

Every now and again, I come across a piece of research that makes me want to pull my hair out. One such piece of research was […] The post The worrying state of the European contact center space first appeared on Adrian Swinscoe.

Contact Center 59

Contact Center Employee Experience Culture Technology 59

Think Customers

APRIL 1, 2024

Had my carrier understood the importance of these “intents,” my most urgent priorities, my call to the contact center would have gone better than the ham-fisted horror it was. He hadn’t heard me at all. That didn’t happen for me. I was in a state of panic. I was livid. That was my top priority. “…and

Sales 52

Sales Contact Center Report Training 52

Calabrio

DECEMBER 8, 2020

Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. You’ve probably heard contact center system vendors touting their ability to provide real-time feeds of data. Why is it such a problem for contact centers?

Data 264

Data Contact Center Multi-Channel System 264

Steve DiGioia

JANUARY 28, 2021

We were greeted by a mature woman with the biggest smile who showed a sincere interest in helping me find the exact pair of pants I wanted. She was great to work with and quickly found the best selection for me to choose from. Makes eye contact and has positive body language (self-assured, professional).

Tips 173

Tips Training Customer Experience Customers 173

Upstream Works

JUNE 9, 2022

I’ve been reading This I Know: Marketing Lessons from UNDER THE INFLUENCE by Terry O’Reilly, and something he said really stuck with me. That statement really stuck with me because I remember when that moment happened at Upstream Works. The contact center was even more complicated.

Contact Center 157

Contact Center Call Center Virtual Agent Omni-Channel 157

Beyond Philosophy

AUGUST 20, 2020

To me, this makes sense at an intuitive level. My smartphone feels a lot more personal to me than my PC. One has to do with what I mentioned earlier about how my phone was more personal to me than the PC was. We employ the phone for personal contact with friends and family.

Study 348

Study Transportation Survey Technology 348

Storyminers

APRIL 12, 2021

Nobody is perfect, especially me. A good day for me usually starts the evening before when I reprioritize my biggest projects and block out time to do them on my calendar. Anything that breaks up the rhythm is good for me. What is not good for me or unexpected breaks or letting my attention drift to non-priority items.

Leadership 240

Leadership Course Brands Customer Experience 240

Interactions

APRIL 16, 2024

Customers no longer dread contacting customer service – every interaction is personal, efficient, and effective. “Customer service innovation, including the emergence of generative AI and conversational AI enhancements, provider go-to- market changes and a volatile economic environment are expected to drive contact center investment.”

Customer Care 62

Customer Care Self Service Omni-Channel Metrics 62

Zeisler Consulting

JANUARY 9, 2024

It’d be a little melodramatic (not beyond me, mind you) to call it the bane of my existence , but yes it’s a bit of a task that complicates my days: Explaining, when I say I’m “in CX” or that I “do CX” that, no, I’m not a ‘contact center guy.’ After all, each contact with your brand is an opportunity to advance the Brand Promise.

Contact Center 93

Contact Center System Customer Care Brands 93

Beyond Philosophy

JANUARY 26, 2024

Let me explain. Frequently, clients hand me their most recent customer research—and it’s from seven years ago. Guests : Brian Reitz Contact: brian.reitz@yougov.com This has been created in partnership with YouGov. Then, surely it’s asking the wrong people the wrong way, right? But that’s not it either.

Customer Insights 88

Customer Insights Survey Customers Consumers 88

Beyond Philosophy

AUGUST 25, 2022

On the Apple phone the other day, it suggested widgets to me of apps I might want to use. The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively. I would add that proactive experiences also save organizations money by preempting a contact at the contact center.

How To 147

How To Contact Center Hotels Social Media 147

Bill Quiseng

JULY 18, 2017

I started my career producing conferences, and then moved to building a social network and online magazine for contact centers. At this social network I had a podcast show, a blog, and I was an early thought leader on contact centers. I remember my boss telling me that now I was a “brand,” which at the time seemed really strange to me.

Customer Experience 318

Customer Experience Contact Center Wireless Conference 318

Beyond Philosophy

JULY 7, 2022

Let me start by sharing a recent experience that can help shed some light on what I mean about integrating Customer Science into physical interactions. While in the store, I took them up on a promotion that if I gave them my mobile number so they could text me, Nautica would give me a discount. Almost Perfect.

Retail 160

Retail Online Experience Interaction Case Study 160

Beyond Philosophy

OCTOBER 8, 2022

Or at least it felt like they did on this phone call with me. The problem was a schedule change that put me out of Boston instead of Atlanta. So, I called the contact center. During that phone call with Delta, I wished I could show them what I had on my screen so they could trust me. There are two answers.

Video 88

Video Customer Experience Contact Center Case Study 88

Beyond Philosophy

APRIL 11, 2024

To get us started with our answer, we turn to Eckhart Boehme , Founder and Managing Director of Unipro Solutions , who contacted us as part of our podcast’s “ None of Us Are as Clever as All of Us ” feature, where people submit their ideas, and thoughts, opinions, reports, statistics, or whatever else. Both are fair questions.

How To 78

How To Exercises Video Customers 78

ShepHyken

FEBRUARY 20, 2024

Maybe it happened two days ago, and they just now have the time to contact you or the company. ask yourself, “Based on the conversation – or interaction – I just had with the customer, do you think they would give me a high Time Well Spent rating?”

Metrics 150

Metrics Customer Service Measurement Customer Service Training 150

Beyond Philosophy

MAY 11, 2023

I became aware of this deficit after receiving an email from Vijay, one of my podcast listeners, asking me what we had on it. Let me explain. Also, if you have any questions or topics that you would like for me to cover in this newsletter or on the podcast, please do not hesitate to contact me.

Customer Engagement 157

Customer Engagement Engagement Social Media Measurement 157

BirdEye

DECEMBER 8, 2023

A follow-up email is a professional email sent to a client or prospect that you have contacted previously but have not heard back from. Let me know if there is someone else I should reach out to or if you have any questions. Signature Include basic contact information and your full name. I am here to help!

Examples 110

Examples Communication Feedback Meeting 110

Zeisler Consulting

NOVEMBER 8, 2023

Thinking about this, it actually rhymes with a conversation I was recently having with someone who’s in “CX” in her company’s Contact Center/Customer Care department. But what if, understanding that, someone is in CS (and here, CS means all those things…contact center, Customer Care, etc.)

How To 93

How To Contact Center Customer Care Customer Success 93

Education Services Group

OCTOBER 31, 2023

With that framing, I’ve compiled what I imagine is a pretty typical wish list from the point of view of a CSM: A Customer Success Manager’s Wish List: What Fuels My Success Customer Information: Enriched Insights : Empower me with rich customer data, from contact info to personas, renewal dates, contract specifics, and updated customer notes.

Customer Success 52

Customer Success Customer Retention Customer Voice Report 52

ShepHyken

NOVEMBER 11, 2020

This brings me to a story about Mike, a teenager I met back in the 1980s when I was still doing magic shows. He watched me do a show and came up to me afterward to talk. After the show, I was heading to the airport and he asked if he could give me a ride. He needs it more than me.” Mike is a hero of sorts.

Tips 157

Tips Customer Service Training Customer Service Training 157

Blake Morgan

JANUARY 31, 2022

An exciting career update for me: I joined the board of a tech company! It integrates contact center platforms and elevates the experience for customers and agents with each interaction, even predicting NPS and CSAT scoring. . Serving on this board is a major career milestone for me.

Company 98

Company Contact Center NPS Innovation 98

One Millimeter Mindset

NOVEMBER 26, 2020

To me, 2020 represents one gigantic paradigm shift in just about everything I do today, tomorrow and moving forward. Contact me here. As a result, I eliminate noise and clutter that greets me in my Inbox and daily activities. Engage me to present a One Millimeter Mindset program! Contact me here.

Innovation 124

Innovation Leadership Communication Tools 124

ShepHyken

MARCH 17, 2021

She emailed me a great story worth sharing. They told me how much a new tire would cost, but before I paid for it, they wanted to see why it was going flat. They called me a couple of hours later to tell me my car was ready. Let me know if you do! For information, contact 314-692-2200 or www.hyken.com.

Sales 171

Sales How To Customer Service Training Customers 171