#6 in the Character Commitment Series VISION: WHAT IS IT? Besides the obvious as it pertains to our ability to see with our eyes; what exactly is Vision? Well, here’s a definition of Vision: The act or power of anticipating that which will or may come to be….Prophetic vision; the vision of an entrepreneur. Hmmmm………OK. …
With the Internet being the primary source of shopping and finding information before making a purchase, offering a customer-friendly browsing experience is paramount for any business website. A common feature on websites today is the live chat service. Live chat service gives customers the opportunity to ask questions before making a purchase and address concerns …
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As the public becomes more comfortable using technology to make buying decisions, your business must adapt constantly to remain competitive. A customer experience strategy aims at reducing customer effort and improves your sales by making your products and services more attractive. High Customer Effort Means High Costs The price of your products represents only some …
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When I was much younger my dad would take our family on road trips that didn’t always have a finite location or a destination. Often, it was about the journey and not going somewhere specific. What made the road trips memorable were the traditions that were sure to accompany each expedition. For example, we would …
You don’t need an elaborate strategy to survive the day, but neither do vegetables. Are you a vegetable? Set some broccoli on a plate in your call center and see what happens. Now let’s get serious. You need a customer experience strategy. When market competition heats up, your company must have an edge. A good …
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As the public becomes more comfortable using technology to make buying decisions, your business must adapt constantly to remain competitive. A customer experience strategy aims at reducing customer effort and improves your sales by making your products and services more attractive. High Customer Effort Means High Costs The price of your products represents only some …
Why Reducing Customer Effort Is Important in Your Customer Experience Strategy Read More »
In 2003, the space shuttle, Columbia, disintegrated over East Texas and Louisiana, when it attempted to reenter the Earth’s atmosphere. Sadly, all seven astronauts aboard died. The control room crew in Cape Canaveral was responsible to guide the shuttle safely home. Instead, they like us watched the streaking remains on a cable news broadcast. NASA …
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Even though it’s important that leaders exemplify the traits a good leader needs to be effective and guide employees to success, leaders should also be seen as servants and helpers to their teams. Servant leadership is a concept that can improve how leaders connect with their employees and how their employees perform. Learn more about …
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An effective customer effort strategy makes your products and services more attractive to buyers by simplifying offers and increasing customer support. Basically, customers who can spend less effort toward the same end are happier customers. More and more, the markets reward firms who take the time to implement new strategies aimed at reducing customer effort. …
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Today’s consumers have many more options for interacting with businesses than they did in years past, thanks to technological advances. They can chat in real time with a company, shop online, and easily leave business and product reviews on many platforms. With consumer voices louder than ever, its not a surprise that some even refer …
3 Reasons Servant Leadership Increases Call Center Customer Satisfaction Rates Read More »
Your customers do more than just buy your products or use your services. They experience your brand. Good experiences lead to higher revenues. Deliver a lousy experience, and you may end up lining the pockets of your competitors. Customer experiences are the interactions your company has with the buyers you depend on for revenue. It …
Change is always difficult; people are by nature creatures of habit. If you are in a leadership position and it’s up to you to communicate the executive management vision during a shift in your company’s plans, here are 3 steps that can help you manage change with minimum friction. Change Doesn’t Have to Be Scary …
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Providing great customer service is a top priority for most businesses, and for many businesses, providing great customer service can often be what gives them the edge over their competition. However, even in companies with solid customer service operations, it is not uncommon, when delving beneath the surface, to find a few inconsistencies and at …
In recent years Artificial intelligence has come to lead many call centers. It has grown to the point that when seasoned callers reach customer service numbers and are not sure if they’re dealing with a human or a robot, they immediately try to bypass the AI and “speak to an agent.” These interactions make it …
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Hiring the right people for the right position takes huge resources, if not done properly; it could cost the company more. There are several tools and resources used that will provide an Employer with adequate information about an applicant. 5 important tools used for screening Application forms – An application allows you to obtain basic …
Enhancing customer experience is an absolute priority for corporations today. To determine if customer service meets expectations, you need the ability to measure the key performance indicators (KPIs). There are numerous KPIs for measuring the success of your customer service strategies. Following are the top seven KPIs your business might consider utilizing to measure customer …
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One of the most widely-used yet misunderstood terms in the business world is “employee engagement.” While plenty of executives, team leaders, and consultants call upon this statement in their attempts to motivate, few actually use it correctly. That’s because most interpret it to mean working hard. While hard work is certainly found amongst the effective …
Understanding the Leadership Qualities that Lead to More Engaged Employees Read More »
Great leaders aren’t born that way, and most dedicate their lives to learning, applying and mastering leadership skills. When it comes to being a leader in the contact center, don’t be discouraged if authority doesn’t come naturally to you. With a little training, hard work and perseverance, you have the capacity to become a respected …
5 Things You Can Do to Become a Great Leader in the Contact Center Read More »
At all times, your employees determine the rate at which you company grows because they make your customers either happy or unhappy. When you have a dedicated, competent, and loyal team you experience growth annually. However, when you have the opposite, your company struggles to grow. The secret is in attracting and keeping the right …
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Quality analysis is an ongoing process in the call center to guarantee that agents are delivering superior customer service. Thus, monitoring is essential to keep your finger on the pulse of how your teams are interacting with the end customer. This allows for timely coaching and behavior modification as needed. A quality monitoring system must …
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