Beyond Philosophy

MARCH 27, 2021

However, these examples also represent critical areas for your Customer Experience design. In this episode, we speak with sound and smell design expert Simon Faure-Field , CEO of Equal Strategy. Key Ideas to Improve your Customer Experience.

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Call Center Transportation Consulting Customer Experience Design 147

BlueOcean

MARCH 13, 2023

We’ve all experienced the particular hell that is being stuck in an endless IVR loop where you end up stabbing ‘0’ to get to a human, so we can say with assurance that customers will appreciate the sophistication ChatGPT could bring to automated customer service.

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Contact Center Customer Experience Self Service Chatbots 156

Myra Golden

DECEMBER 26, 2017

Just for fun, I am posting this funny video.

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Call Center Video Customer Experience Design Customer Experience 40

Myra Golden

DECEMBER 17, 2015

You know your customer service is not where it needs to be. You know your agents aren’t delivering the level of service your customers expect and deserve. There are 2 reasons why your agents are failing at the customer experience. They aren’t establishing rapport with customers. And this is keeping you up at night.

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Call Center Customer Experience Contact Center Meeting 40

Michelli Experience

NOVEMBER 14, 2017

That’s the power of customer experience design resulting in a “signature moment” that enhanced the Dairy Queen Fan Experience. As I worked with Garbanzo’s first CEO Alon Mor and his team in the early days of their brand development, the focus was not on the product handoff but the arrival experience.

Brands 113

Brands Hotels Leadership Guest Experience 113

Myra Golden

SEPTEMBER 17, 2020

We have to give customers a lot of bad news these days. ” “We’ve temporarily closed a number of our call centers for the safety of our employees. As a result, we are no longer supporting customers over chat.” “No, we can’t cover your machine that is 12 years past warranty.”

How To 116

How To Call Center Course Measurement 116

Myra Golden

DECEMBER 17, 2020

Still, to maintain that control, you’ll have to ask closed-ended questions that require the customer to go to the left-brain// to “retrieve” the answer. You’ll need to ask questions that require your customer to use analytical thinking, recall, or look up something. Here’s an example. These are the questions my employees asked.

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Call Center Analytics Communication Industry 116

Myra Golden

NOVEMBER 27, 2017

Years ago, when I managed a small call center, I realized that my team had to ask our customers seven questions. Through call monitoring, I could hear, that our customers were annoyed with our “many” questions before we even started helping them. But, often a series of questions can sound like an interview.

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How To Call Center Video Training 120

Interactions

JUNE 18, 2020

Conversational AI can help by taking over these repetitive, rule-based tasks so that agents can handle more stimulating and rewarding customer care inquiries. With the right application design, this solution will not only improve agent experience, but will also allow the call center to handle more calls while eliminating wait times.

Technology 71

Technology Contact Center Virtual Agent Wait Times 71

Myra Golden

APRIL 5, 2023

How to train your call center agents on signposting If you manage a call center or team of phone representatives, it’s essential to provide training on effective signposting techniques. For example, call center software can provide prompts and reminders for agents to use specific signposting techniques or phrases.

Self Service 52

Self Service Call Center Tips Training 52

Beyond Philosophy

MARCH 23, 2016

Consider the damage caused by a Call Center Silo. A Call Center wants to process calls as fast as possible, so the members of that department focus on speed of call processing. Who wants a long call at the call center? The CCO would: Oversee the overall Customer Experience.

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Chief Customer Officer Company Call Center Leadership 60

Storyminers

JUNE 20, 2016

Why not focus on the efficiency of the call center instead of delivering better customer outcomes? For well over 100 years, businesses leaders have made decisions based on what is right for the business. Business profitability first. Everything else second. Why not buy cheap chairs for the restaurant?

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Call Center Customer Experience Design CRM Customers 100

Myra Golden

JULY 29, 2019

I know these ideas work because I’ve used them in call centers I’ve managed, and right here at Myra Golden Seminars. He enjoyed the break from the call center, was a natural leader we learned, and he loved being a part of something big for the company. Plan a Team Building Outing.

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Customer Service Call Center Tips Meeting 61

CX Journey

NOVEMBER 24, 2015

Happy employees are more likely to yield happy customers. These four items are important for any call center (or retail outlet, or for that matter, anywhere frontline staff are interacting with customers) to embrace. Wouldn't it be cool if there was a tool to help your call center with a couple - if not all - of these?

Customer Service 80

Customer Service Call Center Case Study Customers 80

Storyminers

APRIL 24, 2018

It takes more than a well-crafted business design and some clever tech to make a guest and owner services business hum. With call center activity levels in the thousands of calls each day, here are a couple of things Vacasa does differently: A well-defined career path for customer-facing reps.

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Case Study Study Culture Guest Experience 100

Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. Emotional intelligence (EQ) is critical to leadership. Some of the best leaders have a higher EQ than IQ.

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Management Leadership Conference Examples 78

Myra Golden

APRIL 28, 2021

Contact center training should include the use of teams to help your remote agents answer questions quickly. Customers want the sense that call center agents are knowledgeable enough to offer the support they need without excessive hold times.

Training 105

Training Customer Service Contact Center How To 105

Myra Golden

NOVEMBER 15, 2016

So that’s why I’m sharing these tactics… to show you a fast and easy new way your employees can create calm and regain control with difficult customers. I had just joined the company as the new Call Center Manager a few months ago. Interestingly, call volume was not up. It’s basically what I saw in my own call center.

Call Center 76

Call Center Training Video How To 76

Myra Golden

MAY 13, 2019

You brace yourself for the transfer to your phone that you know is about to happen… but, the call isn’t transferred. No, you weren’t imagining perfect agents in the Zappos Call Center. But they could just as easily be your employees after skill training on how to calm down angry and agitated customers.

How To 78

How To Call Center Training Customers 78

Heart of the Customer

DECEMBER 4, 2014

Related posts: Create Better Customer Outcomes through Journey Mapping Workshops This post was originally shared through the ICMI (International Customer Management Institute) newsletter. —————- Call center managers have seen it before. Customers form an. I’m teaching.

Training 89

Training Customer Journeys Culture Contact Center 89

Myra Golden

JANUARY 15, 2019

Our call center set was so cool. Donovan handles his demanding customers with ease using the scripted techniques. My Producer, Jake, sat in to play a second call center agent. Sabrine plays a difficult customer in this scene. Our actors, Sabrine and Donovan were talented and fun.

Call Center 45

Call Center Contact Center Course Training 45

Beyond Philosophy

APRIL 2, 2021

Faure-Field is an expert in sound and smell as part of the Customer Experience. Equal Strategy helps organizations use their Customer Experiences’ sounds and smells strategically. He shared with us why many Customer Experience design projects overlook sound and smell.

Hotels 117

Hotels Consulting Study Brands 117

Myra Golden

DECEMBER 19, 2016

When I managed a small call center in Tulsa, I was always looking for creative ways to motivate my employees. One of the tips in the book was called Post-It Note Therapy. The next morning I had an out of office meeting and I didn’t make it into the call center until early in the afternoon. The concept was simple.

Call Center 40

Call Center Tips Video Course 40

Michelli Experience

MARCH 25, 2016

Infinit-O ) , an ISO-certified BPO company that caters inbound call center, finance and accounting and healthcare outsourcing to SMEs. One thing’s for sure, it’s a tool that modern companies should be taking advantage. _. Alleli Aspili is a Senior Specialist for Business Development in Infinit Outsourcing, Inc.

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Video Entertainment Customer Service Social Media 100

Myra Golden

NOVEMBER 1, 2016

When I managed a call center, I would regularly pick up donuts or pastries. Thanks so much for calling us today. No, you weren’t imagining perfect agents in the Zappos Call Center. On the way into my office this morning I stopped to get coffee and breakfast for my team. I don’t do this often enough. Not at all.

Customer Service 56

Customer Service Call Center Training Customer Service Training 56

Storyminers

DECEMBER 22, 2017

Employees who feel they are in control of their own customer experience outcomes are more likely to feel engaged with overall objectives and improve performance. For example, a call center agent may have a bonus structure in place based on customer feedback automated after a call.

Customer Experience 138

Customer Experience Self Service Multi-Channel Customers 138

Myra Golden

JULY 12, 2019

Basically, to calibrate is to gain consensus, as a team, on what a quality contact (phone call, email, or chat) sounds like, looks like, and “feels” like so that every “evaluator” is rating the calls/contacts the same way. It helped protect supervisors against being accused of favoritism.

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Comparison How To Contact Center Call Center 79

Myra Golden

AUGUST 8, 2018

Twenty years ago I began teaching a conversation control technique called Ask 3 Closed-ended Questions Back-to-Back. I learned the technique from a consultant I hired to work with my employees in a call center in Tulsa. This consultant, Sally Cox, had trained police officers to immediately assert their authority over situations.

Call Center 75

Call Center Consulting Video Training 75

Myra Golden

DECEMBER 10, 2019

Smile, make eye contact, and greet customers – both internal and external. I was listening to recorded calls for a call center client and was stunned when I heard this exchange. Employee: “Thank you for calling ABC Company; this is Daniel.” ” Customer: “Hi, Daniel! How are you?”

Call Center 52

Call Center Tips Customers Survey 52

Myra Golden

DECEMBER 9, 2019

This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. The lead-in , step 1, gets calls started on a positive note. Steps 2-6 are how to handle the body of the call in a friendly and warm way. Open with a lead-in.

Customer Experience 52

Customer Experience Call Center Video Training 52

Myra Golden

APRIL 2, 2020

I managed a global call center during the Y2K fear, and my company spent a full twelve months contingency planning for everything that could potentially fail when the calendar flipped over to the new millennium. In 1999 everybody was worried about Y2K. Will our computers boot up? Can we pay our employees? Will cars start?

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Tips e-support Call Center Interaction 59

Comm100

AUGUST 1, 2018

This article highlights that customer service is not reserved for those on the frontline and is only a complete process when all levels take part. Customer service is evolving rapidly, call center agents reading from the same script are no longer the definition of good customer service.

Customer Experience 101

Customer Experience Policies Social Media Effort Score 101

Myra Golden

NOVEMBER 15, 2016

So that’s why I’m sharing these tactics… to show you a fast and easy new way your employees can create calm and regain control with difficult customers. I had just joined the company as the new Call Center Manager a few months ago. Interestingly, call volume was not up. It’s basically what I saw in my own call center.

Call Center 40

Call Center Training Video How To 40

Myra Golden

NOVEMBER 1, 2016

When I managed a call center, I would regularly pick up donuts or pastries. Thanks so much for calling us today. No, you weren’t imagining perfect agents in the Zappos Call Center. On the way into my office this morning I stopped to get coffee and breakfast for my team. I don’t do this often enough.

Customer Service 40

Customer Service Call Center Training Customer Service Training 40

CSM Magazine

FEBRUARY 20, 2018

Data examined by AI can help businesses uncover patterns companies can use to create entirely new and monetizable services for customers. Increases contact center productivity. Cameron Weeks is CEO of Sharpen , a contact center platform with an agent-first focus.

Customer Service 40

Customer Service Contact Center Training Call Center 40

Myra Golden

OCTOBER 18, 2016

Well, they do, but more than that, what your customers really want is their problems solved. Make sure you’re focusing on what matters to your customers. Every call center I’ve worked with scores agents on metrics, like call handling time and average speed of answer.

Training 40

Training Customer Experience Telecommunications Call Center 40

Myra Golden

OCTOBER 18, 2016

Well, they do, but more than that, what your customers really want is their problems solved. Make sure you’re focusing on what matters to your customers. Every call center I’ve worked with scores agents on metrics, like call handling time and average speed of answer.

Training 40

Training Customer Experience Telecommunications Call Center 40