BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? Can AI Handle Complex Customer Care? So let’s get into it.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

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. Customer Experience Information & Resources.

Call Center 147

Call Center Transportation Consulting Customer Experience Design 147

Myra Golden

NOVEMBER 27, 2017

Questions are a double-edged sword for customer service professionals. You have to ask questions to get to the root of the problem, log issues, and in general, to help customers. Years ago, when I managed a small call center, I realized that my team had to ask our customers seven questions.

How To 120

How To Call Center Video Training 120

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.” Delivering bad news doesn’t have to be hard for you or your customer.

How To 116

How To Call Center Course Measurement 116

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. Customer: “Hi Bill.

Call Center 40

Call Center Customer Experience Contact Center Meeting 40

CX Journey

NOVEMBER 24, 2015

Placing a call to customer support just got a little nicer and a little easier. Think about the last time you called a company's customer service number. Now, think about the next time you need to call. I know how painful it can be to call customer service. Did your personalities mesh or clash?

Customer Service 80

Customer Service Call Center Case Study Customers 80

Myra Golden

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. The key to creating a successful remote agent is quality contact center training.

Training 105

Training Customer Service Contact Center How To 105

Beyond Philosophy

MARCH 23, 2016

Now, I propose they make a little more room for the latest addition to the leadership: The Chief Customer Officer (CCO). Today, we differentiate ourselves in new ways , the most important being how the Customer feels about their experience with you. The CCO’s priority is protecting the Customer Experience, from start to finish.

Chief Customer Officer 60

Chief Customer Officer Company Call Center Leadership 60

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. Listen to some calls from your customer service team and choose the best two or three, and play a portion of these extraordinary calls in your next employee meeting.

Customer Service 61

Customer Service Call Center Tips Meeting 61

Storyminers

DECEMBER 22, 2017

If we understand our customers, how do we then improve customer experience? More often than not, an organization will analyze customer feedback, pick the most common denominator and seek to fix the problem quickly. First, there are concepts you need to get right internally: Your Customer Experience strategy.

Customer Experience 138

Customer Experience Self Service Multi-Channel Customers 138

Michelli Experience

NOVEMBER 14, 2017

Branded Customer Experience. That’s the power of customer experience design resulting in a “signature moment” that enhanced the Dairy Queen Fan Experience. Normally customers expect to step in line at a quick service restaurant (QSR) like Garbanzo and begin looking up at the menu board. or “Sure.”

Brands 113

Brands Hotels Leadership Guest Experience 113

Myra Golden

DECEMBER 26, 2017

Just for fun, I am posting this funny video.

Call Center 40

Call Center Video Customer Experience Design Customer Experience 40

Myra Golden

DECEMBER 17, 2020

When customers are venting, they’re stuck in the right side of the brain. Ask your customer three closed-ended questions back-to-back. Closed-ended questions work because customers are limited to one word (or perhaps a series of numbers). Closed-ended questions move the customer from the right brain to the left brain.

Call Center 116

Call Center Analytics Communication Industry 116

Heart of the Customer

DECEMBER 4, 2014

“Customers aren’t filling out our form completely. ” “We just need to teach our customers how to use our website so they won’t call us so much.” ” ———— These are all actual quotes from employees we’ve worked with while leading customer experience workshops.

Training 89

Training Customer Journeys Culture Contact Center 89

Interactions

JUNE 18, 2020

Improving agent experience not only benefits agents, but also your customers and your business. According to Accenture, companies with great employee experiences still outperform the S&P 500 by 122%. Therefore, it should be a big focus in the contact center. It’s not easy being a contact center agent.

Technology 71

Technology Contact Center Virtual Agent Wait Times 71

Myra Golden

MAY 13, 2019

Imagine your newest and most timid employee’s next call is from an irate customer. The customer is ranting so loudly that the person across from her can hear his voice. She’s leaning in toward her computer and listening to the customer. No, you weren’t imagining perfect agents in the Zappos Call Center.

How To 78

How To Call Center Training Customers 78

Myra Golden

APRIL 5, 2023

It’s a crucial skill for anyone who frequently takes calls, such as customer service representatives, salespeople, or receptionists. Mastering the art of signposting can help you control the call, build rapport with the caller, and ultimately achieve your desired outcome.

Self Service 52

Self Service Call Center Tips Training 52

Myra Golden

NOVEMBER 15, 2016

N o matter what your product or service is or what business you’re in, your employees will have to deal with difficult customers. 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. Interestingly, call volume was not up.

Call Center 76

Call Center Training Video How To 76

Comm100

AUGUST 1, 2018

The picks on this month’s series of best CX Posts cover a wide variety of topics focused mostly on the future of customer experience and the trends that are shaking up the industry. 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 Experience 101

Customer Experience Policies Social Media Effort Score 101

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?

Call Center 100

Call Center Customer Experience Design CRM Customers 100

Michelli Experience

MARCH 25, 2016

If a video can’t entertain, then why can’t it inform simultaneously—specifically in the realm of customer service? When people call support centers, it’s because they need certain information. Through a “video manual,” customers’ concerns are addressed and the number of people planning to call tech support reduces as well. .

Video 100

Video Entertainment Customer Service Social Media 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. The same goes for customer service representatives. Having a high EQ is vital to customer service. We let people choose where they went.

Management 78

Management Leadership Conference Examples 78

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. Customer Care. Open with a lead-in.

Customer Experience 52

Customer Experience Call Center Video Training 52

Myra Golden

AUGUST 8, 2018

I read that the average customer service call lasts two minutes longer than it needs to. And from personal experience in my own business and my years of customer service work, I believe this. Twenty years ago I began teaching a conversation control technique called Ask 3 Closed-ended Questions Back-to-Back.

Call Center 75

Call Center Consulting Video Training 75

Storyminers

APRIL 24, 2018

Businesses designed with the purpose to deliver value for their customers have been the focus of my professional attention at StoryMiners ® for more than 20 years. BUSINESS DESIGN. A smart business design is engineered on purpose to benefit everyone in the ecosystem. The smartest ones of all are adaptive. TAKE-AWAYS.

Case Study 100

Case Study Study Culture Guest Experience 100

Myra Golden

DECEMBER 10, 2019

to your customer? If you’ve chosen to work in customer service, even if this merely a “job” for you, you owe it to your customers to at the very least feign friendliness. Seek Out Customer Contact. Smile, make eye contact, and greet customers – both internal and external. ” Customer: “Hi, Daniel!

Call Center 52

Call Center Tips Customers Survey 52

Myra Golden

NOVEMBER 1, 2016

When I managed a call center, I would regularly pick up donuts or pastries. One had a friendly person serving customers. I was getting coffee and breakfast for my team because they’ve worked so hard to complete a project that I am over the moon excited about: My newly upgraded Customer Service eLearning suite. Not at all.

Customer Service 56

Customer Service Call Center Training Customer Service Training 56

CSM Magazine

FEBRUARY 20, 2018

As a vital component in today’s marketplace, learn how AI is is harnessing the power to revolutionize the customer experience. One of the most disruptive technologies of our time is Artificial Intelligence (AI) which makes it possible for machines to learn from experience, adjust to new inputs and perform human-like tasks.

Customer Service 40

Customer Service Contact Center Training Call Center 40

Beyond Philosophy

APRIL 2, 2021

Businesses often underestimate the importance of the areas of sound and smell in their Customer Experience. However, these two areas are crucial to get right—or you risk ending your Customer Experience on a sour note. Faure-Field is an expert in sound and smell as part of the Customer Experience.

Hotels 117

Hotels Consulting Study Brands 117

Myra Golden

NOVEMBER 15, 2016

N o matter what your product or service is or what business you’re in, your employees will have to deal with difficult customers. 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. Interestingly, call volume was not up.

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. One had a friendly person serving customers. I was getting coffee and breakfast for my team because they’ve worked so hard to complete a project that I am over the moon excited about: My newly upgraded Customer Service eLearning suite.

Customer Service 40

Customer Service Call Center Training Customer Service Training 40

Myra Golden

JANUARY 15, 2019

For two years I’ve partnered with LinkedIn Learning to create courses to help employees be more assured and skilled in their ability to handle demanding customers. Sadly though, the customer service was inattentive and downright careless, and I won’t be going back. Our call center set was so cool.

Call Center 45

Call Center Contact Center Course Training 45

Myra Golden

AUGUST 29, 2019

You already know it’s best to not say words like “Unfortunately,” or a hard “no,” and you probably even know that you need to let angry customers vent for at least a few seconds, but there are some other things you should know before trying to get customers to accept your word as final, especially when you have to give customers bad news.

Video 71

Video Communication Training Customers 71

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

Storyminers

JULY 29, 2016

There always seems to be a new product, service, or experience within reach of a brand’s current customer. And as we all know, replacing an existing customer costs 7 times more than retaining them. So how do you ensure your brand is retaining its precious customer base? VP of Customer Experience, Compellon.

B2C 124

B2C Customer Retention Strategy Brands 124

Myra Golden

OCTOBER 18, 2016

Making customers jump through hoops to get problems resolved ruins the customer experience. Here’s what my red bottom stilettos, now on a UPS truck back to New York, have to do with your customer experience: What good is it to have delightful employees, if customers have to work too hard to get help?

Training 40

Training Customer Experience Telecommunications Call Center 40

Myra Golden

OCTOBER 18, 2016

Making customers jump through hoops to get problems resolved ruins the customer experience. Here’s what my red bottom stilettos, now on a UPS truck back to New York, have to do with your customer experience: What good is it to have delightful employees, if customers have to work too hard to get help?

Training 40

Training Customer Experience Telecommunications Call Center 40