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The Newest Updates In The Customer Service World

There's so much change going on in the world of customer service that it's hard to keep up. For this reason, we've pulled together what we see as some great sources, so you can access customer service advice and information all in one place


One Size Doesn’t Fit All When It Comes To Designing Great International Custo...
Thursday, May 29, 2014

With more than 25 years of experience in global research design and implementing multinational, multichannel customer insight programs, Nan Russell, head of our new Global Centre of Excellence, offers her expert advice to help you to prepare a successful multi-cultural customer experience managem... .. read more..

Seven Ways Tablets Are Changing Restaurant Customer Experience
Wednesday, May 28, 2014

With consumers increasingly carrying technology around in their pockets, brands have the opportunity to communicate with customers more frequently, and savvy brands are using technology to improve their guests’ experience. read more » .. read more..

Are Mobile Phones the New BFF? [INFOGRAPHIC]
Tuesday, May 20, 2014

What other device can plug you into social media, take photos, show videos, play music, provide games, browse the web – and of course let you make a phone call or send and receive text messages? This not only makes it a best friend for life, but a very powerful marketing tool for any business wit... .. read more..

Roadshow comes to town
Friday, May 16, 2014

LiveOps are taking to the road to promote the next-generation contact centre. The vision will be on display during the “Engineering the Customer Experience” roadshow, in which LiveOps is partnering with companies including Twilio, Google and Plantronics to discuss the [...] .. read more..

Reader poll – Are your agents allowed to read whilst working on the phones?
Friday, May 16, 2014

“Are your agents allowed to read whilst working on the phones?” was asked of our readers and the results were: Poll results Yes, they can read whatever they want     33% Yes, but only company training material     17% No, [...] .. read more..

British people don’t always say what they mean… Neither do customers
Wednesday, May 14, 2014

If you are one of my regular readers then you know that I am a Brit. Although I have lived in Florida for many years, I am still British through and through, as in I prefer football (read: soccer) to [...] .. read more..

The spring clean: 85 ways to improve your contact centre
Wednesday, May 14, 2014

Here are 85 tips to help you improve your contact centre. 1.    Revamp your call centre to improve mood levels The environment agents work in can make a huge difference to their mood. One section of our call centre was [...] .. read more..

Call Centre Helper visits… Direct Response
Wednesday, May 14, 2014

Call Centre Helper visited Direct Response’s call centre in Bristol, managed by Nancy Parker. Direct Response Fact File Agents 90 FTE 150 seats Call volume Inbound: 45% Outbound: 55% Technology ACD Avaya Headsets Agent 400 Binaural Headset WFM QMAX Management [...] .. read more..

3 World Cup games for your contact centre
Wednesday, May 14, 2014

Here are 3 games to help you harness World Cup fever. The World Cup is coming and, like it or not, it will have an effect on your workplace. The hosts Brazil kick off against Croatia in Sao Paulo on [...] .. read more..

2 minutes on… Getting customer surveys right
Wednesday, May 14, 2014

Mats Rennstam highlights the six main areas to consider when implementing a customer feedback strategy. 1.    Do make sure your sample size is right Statistically speaking, you only need to interview 1,500 customers to gain a representation of the average [...] .. read more..

Replay and slides from Webinar: 5 ways to tune up your call centre
Wednesday, May 14, 2014

A replay and slides are available from our webinar on tuning up your contact centre.  Click here to view the replay In this webinar we looked at a number of ways to tune up your contact centre to make it [...] .. read more..

Only 1 month left for 0845 numbers
Wednesday, May 14, 2014

In less than a month it will be illegal to provide an 0845 number for a customer service line. From 13th June 2014, it will be a legal requirement that businesses provide a standard rate number (i.e. 01, 02 or [...] .. read more..

Customer experience is a top priority
Wednesday, May 14, 2014

54% of managers have said that enhancing the Customer Experience is a key priority in their contact centre. In comparison to just 23% who prioritise cost reduction, according to the Tomorrow’s Contact Centre survey report. The survey of 175 contact [...] .. read more..

IT vs. Marketing: Who Owns the Data? Who Owns the Platform? [WEBINAR]
Thursday, May 8, 2014

In an upcoming exclusive, live webinar, we will talk about how IT and marketing departments can work together to serve the customer coherently. Join our panel of experts, including representatives from SAP and Vimeo, on May 13th to learn more about how to create a better experience for your custo... .. read more..

Damage Control and Responsiveness for Retail Brands: Managing Online Reputation 
Friday, May 2, 2014

Your customers are spending their hard-earned money with your company, and there’s no doubt that they need the warm fuzzy to rationalize that expenditure. Make sure that you’re delivering stellar customer service, a welcoming environment and quality products and services consistently. read more .. read more..

Yelp and the Rise of Consumer Reviews
Friday, May 2, 2014

You’re new in town, or you’ve traveled to a new destination and you want to know what restaurants the locals like or where you can find the best shopping. So you reach for your smartphone and consult a trusted advisor. By making a phone call? No, by checking out Yelp. read more .. read more..

Customer Surveys in the Social Media Age
Thursday, May 1, 2014

We’ve come a long way since lengthy paper surveys were first introduced to gather customer feedback. Technological developments over the decades have transformed the way that brands interact with, and learn from, consumers into the sophisticated tools we see today. We have also seen explosive gro... .. read more..

Don’t Bank On The Weather – But Great Customer Experience Will Always Pay Off!
Monday, April 14, 2014

A recent report reveals many Brits consider eating out at a high-end restaurant an experience worth paying for and are as likely to save up for fine dining as for a holiday. This is good news for brands offering eating and drinking destinations and days out, who could well enjoy some positive out... .. read more..

New Strategies For Measuring And Increasing Staff Advocacy Are Key To Improvi...
Tuesday, April 1, 2014

Findings from the Friends and Family Test which was introduced last year, and recommendations from the Francis report that staff views could provide an important test of quality of care, has lead to a growing interest in the views of NHS staff on their organisation as a place to work and be treat... .. read more..

NHS Friends And Family Test One Year On – A Happy Birthday?
Tuesday, April 1, 2014

The calls to improve the experiences of NHS patients have shown no sign of quieting down since the Friends and Family Test (FFT) was launched a year ago, and it seems unlikely that anyone will be rolling out the cake and balloons for its first birthday. But the key question is, now that we are 12... .. read more..

13 Content Marketing Tips
Monday, March 31, 2014

These days, businesses are slowly giving up loud, flashy campaigns in favor of getting in touch with their customers. Pop-ups and other gimmicky ads are moving aside for tailored content – be it in print, image, or video — that a company’s customers may find useful, or otherwise worth sharing. re... .. read more..

Ekaterina Walter of Branderati Talks Customer Connection with Robin Carey
Tuesday, March 11, 2014

Ekaterina Walter, Co-Founder and CMO at Branderati, recently met with me to share how companies can tap into their customers’, employees’, and partners’ passion about their brand to create a personal connection with a larger audience. Watch this video interview to see what she had to say. read more .. read more..

Who Really Needs Assistance? Influencing the Choice to Live Chat
Friday, February 28, 2014

Make sure that your live chat channel is tuned for high value/high complexity customer inquiries and requests. Start by determining the volume of interactions across all communication channels, assign an interaction value to request and inquiry types and develop interaction complexity levels in o... .. read more..

Spotlight on SPS Commerce: How an Online Community Strengthened Customer Support
Monday, February 24, 2014

What happens when a firm that specializes in supply chain management takes on an online customer community? Will they apply the operational efficiencies found in their line of business to their customer-facing digital initiative? To find out, I spoke in-depth with two leaders of the SPS Commerce ... .. read more..

Six Business Blog Topics That Will Attract Local Customers
Sunday, February 16, 2014

To improve your search engine rankings specifically for searches in your local area, it’s helpful to incorporate local references into your content. To help you do that in an authentic way, here are six local-focused blog post topics that will draw new customers from your geographic area. read more .. read more..

Are You Collaborating with Your Customers?
Thursday, January 30, 2014

Collaboration is a pretty popular concept at the moment, with countless articles, books and guides on both its value for companies and suggesting ways that it can be improved. Most of these posts have been on how employees can collaborate better internally. But how can companies collaborate bette... .. read more..

4 Steps to Connecting with - and Engaging - Generation C
Tuesday, January 28, 2014

Connected, empowered consumers—also known as of Generation C—have come to expect businesses to know them, to understand them, and to deliver what they want, where, when and how they want it. And when they don’t get what they want, their friends, followers and fans hear all about it. read more .. read more..

Look Through the Social Window
Thursday, January 23, 2014

In order to maximize the return on your brand’s investment in its social strategy, you should use comments from fans and followers to generate content ideas. Just how do you do so? Check out the following strategies to rock both social and content. read more .. read more..

The Customer Experience Advice That No One Is Giving You [VIDEO]
Wednesday, January 22, 2014

An interview with Dr. Natalie Petouhoff, a consultant who has spent a large chunk of her career helping companies build better customer relationships. This is no longer an optional business initiative: providing an exceptional customer experience is a key piece of running a successful business th... .. read more..

Use Social Selling to Generate Quality Sales Leads
Wednesday, January 15, 2014

Social selling has replaced outbound selling as the go-to sales tactic in the modern buying process. If you use a systematic social media marketing process to educate your target audience and identify sales opportunities, you will be rewarded with business growth. read more .. read more..

A 2014 Social Media Guide: New Trends and Solutions to Live By
Wednesday, January 15, 2014

In 2013, the importance of social media in a successful business marketing plan became undeniable; “a reported 78% of companies now have a dedicated social media team.” As we step into 2014, we continue to see the emergence of new social platforms and the impact that a strong social media presenc... .. read more..

Should a Company Create a Separate Customer Service Twitter Handle?
Tuesday, January 14, 2014

Twitter is most customers' preferred go-to social platform. Companies often create separate Twitter handles (e.g. @MicrosoftHelps), only for the purpose of leveraging their customer service. But is this actually the way customers want to be approached? read more .. read more..

Are You Engaged in Revenue Producing Activities?
Wednesday, January 8, 2014

Sales professionals hear, almost constantly, 'You should ONLY be involved in revenue producing activities.' In other words, any activity that doesn't result directly in revenue is an activity in which a sales professional should not be involved. Bottom line: sales reps are used to ... .. read more..

Spirit Airlines & the Difference Between Service and *Customer* Service
Thursday, January 2, 2014

Customers are generally wrong to criticize Spirit Airlines. Yes, you read that correctly. Brian Cantor, the guy who seemingly makes a living ranting about poor customer service experiences, the guy who confronts businesses who do not truly put the customer first and the guy who even .. read more..

A Hipper, Social Four Seasons Hotel Drives High Return Rate [CASE STUDY]
Friday, December 20, 2013

Until recently, the restaurant at The Four Seasons Hotel in Chicago catered to an older, wealthier demographic. With the rise in popularity of chic and eco-chic hotels like The W and Loft, Four Seasons knew it needed to appeal to a fresh demographic. Here's how they did it. read more .. read more..

Meeting Customer Expectations [VIDEO]
Friday, December 20, 2013

Here's another installment from my video recording session with the eCornell team, this time looking at customer experience and meeting customer expectations. I'm also including a post from earlier this year on building CX strategies that goes along with this video quite well. .. read more..

Your Call Center Agents Don't Know their Roles; 5 Reasons It's Your Fault
Thursday, December 19, 2013

  I know the customer service process is not perfect.  I know that when I call a contact center, I will likely have to wait on hold.  I know that once I begin explaining my issue, I will likely be transferred to a “specialist” that requires me to repeat ev .. read more..

Stop Chasing Customers - Start Building Your Brand
Wednesday, December 18, 2013

Today I read a piece in Ad Age where the CMO of a major restaurant chain said, “In the past, over 80% of the marketing plan would be executed the way you originally planned. Now, it’s like 20%,” so you better be agile. I have to say – I completely disagree with this point of view, and think you s... .. read more..

From Metrics, to Disney, to Dead Call Centers to Rude Customers - CMIQ's Top ...
Wednesday, December 18, 2013

  With the customer experience reigning as a top business priority and businesses continuing to transform their customer service operations into omni-channel customer engagement centers, 2013 was an important yet for customer management. Naturally, it was also a big .. read more..

Three Critical Success Factors for Remote Work
Thursday, December 12, 2013

Remote working is exploding as a result of mobile technologies.  A growing segment of the workforce prefers it, and it saves huge spend on real estate and related costs. But lagging behind the rapid technology expansion is well thought through organizational strategy to a .. read more..

4 Dangers Coming in 2014 (and How to Mitigate the Risk)
Thursday, December 12, 2013

The holiday season is a time for celebrating — and prognostications for the coming year. I’m typically an optimist, but not this time.  Though many factors point to a rosier 2014, every company faces some significant direct and indirect risks, many of which lurk below .. read more..

6 Things that Scare Call Center Leaders
Tuesday, December 10, 2013

Forget about witches, ghosts and goblins – here are some things that are really scary if you manage a contact center: Rampant agent turnover It’s positively frightening to think that the average contact center has an annual turnover rate of ne .. read more..

3 Ways to Empower Customer Service Employees
Thursday, December 5, 2013

When it comes to customer service, employee empowerment is defined as allowing employees to make fast decisions -- on the spot -- in favor of the customer. Unfortunately, empowerment is the single most difficult skill to get employees to utilize. That is a problem for businesses and .. read more..

Quick Hits: Starbucks on Creating an Adaptive Customer Experience Culture
Thursday, December 5, 2013

We often stress the importance of developing a customer-centric culture, but what happens when the culture of a customer base is inconsistent? This challenge, a pressing one for any global business, manifests notably in the Latin American market.  Though commonly treated by ext .. read more..

You Can't Cheat the Customer Experience
Tuesday, December 3, 2013

Because customer satisfaction translates into an improved bottom line, businesses are not wrong for approaching the customer experience from a perspective of greed.  They are not incorrect for treating customer experience investments as means to a profitable end rather than .. read more..

Foot Locker Responds to Report of Bad Customer Experience
Monday, December 2, 2013

Because customer management is about enacting rather than declaring, customer experience assessments need to evaluate practice rather than promise.  Any brand can tout its commitment to the customer—it would have to be insane not to—but only those who live by that .. read more..

15 Signs Your Call Center Hiring Process is a Failure
Thursday, November 21, 2013

The best managers realize a contact center cannot succeed without skilled, motivated and mostly sober agents manning the phones (and other contact channels). These managers work hard to develop and sustain hiring programs that ensure the front line is forever staf .. read more..

5 Steps to Making the Digital Transformation
Thursday, November 21, 2013

Most companies want to better leverage digital technologies — social, mobile and cloud services — to deliver an enhanced customer experience, enable new business models and drive greater operating efficiencies.  They also dread falling behind their bolder, more .. read more..

Foot Locker’s Customer Service: I Don’t Even Know What to Say
Tuesday, November 19, 2013

While it is a fact worthy of resentment in today’s so-called “age of the customer,” it is a fact nonetheless.  Many brands have not yet reached a point at which they can declare they know their customers. They might have loose audience demographic inf .. read more..

Be Like Southwest: Master Speed in Your Customer Service Experience
Monday, November 18, 2013

Of the many tools and tactics a company can use to improve the customer experience, speed is the most overlooked. That is unfortunate because a major factor in creating a positive customer experience is speed. There are three major obstacles to improving the customer experience through .. read more..

Special Help: Prevent and Master Angry and Difficult Customers

Don't let difficult, angry customers control you. Learn to take control, stay cool, and remain professional in the toughest situations

Reviewer Praise From Amazon Readers

Bacal nails it! While more are messing with the entanglements of Customer Satisfaction which leads to no where...he addresses the specifics head on and focuses on the greater picture and ultimate goal of the Customer Experience which leads to Loyalty. Excellent job! (Macy in Oklahoma, 2013)

One of the best things I learned from this book is how to turn a negative experience into a positive one. Using the tools from this gem of a book I have calmed people down, turned bad situations into good, and kept customers who would have otherwise left us and written ten nasty reviews in their wake. It is so empowering to be able to do that, rather than feel awful and abused. This is a must buy, must read for people who work with customers day in and day out. Do it for your own sanity, and to help improve your own job performance and satisfaction! (E. Meehan, California, 2012)

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