CX Workout - Ideas Blog

OCTOBER 3, 2018

The Most Misunderstood Thing About Customer Experience Design from Joe Wheeler on Vimeo. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston Based customer experience design firm, and a subsidiary of the Service Profit Chain Institute.

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Customer Experience Design Customer Experience Return on Investment Customers 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

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.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

Stella Connect

JUNE 5, 2017

Suzanne will explain how to use social media and online ratings and reviews, along with traditional methods of connecting with customers, to better understand your brand. An Outside in Customer Experience Strategy for a Brave New World (Closing Keynote). VP Customer Experience Design, AARP. Celika Caldwell.

Call Center 40

Call Center Contact Center Conference CRM 40

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

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.”

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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.

Call Center 116

Call Center Analytics Communication Industry 116

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

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

NICE inContact

MAY 18, 2017

The above are a few starting points to delivering an exceptional customer experience. Designing a tech stack for an organization-wide CX strategy is not a one-size fits all approach. But, as companies scale and add voice and other channels there will be a need to build more sophisticated systems.

Ecommerce 137

Ecommerce Customer Experience CRM Contact Center 137

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

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

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.

Chief Customer Officer 60

Chief Customer Officer Company Call Center Leadership 60

Myra Golden

APRIL 8, 2019

It was a call center. I walked into a rope of problems with outdated technology, an understaffed team, low morale, queues that made my stomach flip, apathetic and downright rude customer service agents. My first management job was Global Head of Consumer Affairs. I didn’t even know where to begin.

Call Center 76

Call Center Management Training Report 76

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

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

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 122

Customer Experience Policies Social Media Effort Score 122

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 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

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.

Customer Service 61

Customer Service Call Center Tips Meeting 61

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

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

OCTOBER 29, 2018

When I managed a call center, I had my employees come up with the top 20 reasons they had to say ‘no’ or refuse a customer’s request. The employee didn’t overpromise, so there was no need for me to get upset if the final answer was that the cancellation fee indeed would stick. Prepare in advance.

Hotels 92

Hotels Exercises Tips Call Center 92

Myra Golden

APRIL 17, 2017

When I managed a call center, nearly all of my employees hated the contact management system we used at the time. Have them also talk about what they still love about their work. Is it possible to get your employees doing more of what they love? Are there draining tasks that can be improved upon?

Customer Service 76

Customer Service Contact Center Call Center Fashion 76

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.

How To 120

How To Call Center Video Training 120

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.

Comparison 79

Comparison How To Contact Center Call Center 79

Storyminers

JULY 11, 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?

Self Service 100

Self Service B2C CRM Call Center 100

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

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.

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Customer Service Call Center Training Customer Service Training 56

Beyond Philosophy

MARCH 12, 2015

Have you ever abandoned an online chat because it was taking too long so you could sit on hold for five minutes or more with a call center. What we need now is more action to address irrationality in Customer Experience design to include how it makes our Customers feel.

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CEM Customer Journeys Conference Customer Centricity 60

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

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 Video Tips Course 40

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.

Management 78

Management Leadership Conference Examples 78

Storyminers

JULY 29, 2016

In my customer-centric benchmark research, one of the top indicators of business performance leaders is being highly effective at “closing the loop on customer feedback.” Regardless of the form of feedback, if the company doesn’t act on that insight, it won’t help improve the customer experience and increase loyalty.

B2C 124

B2C Customer Retention Brands Strategy 124

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 Exercises 52

Myra Golden

JANUARY 23, 2017

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.

How To 55

How To Comparison Contact Center Call Center 55

CX Journey

NOVEMBER 10, 2015

If we don't listen, we'll never know anything about our customers' needs and desired outcomes. social media, call center data/feedback, voice of customer through employees) is an "always on" venture. We should take a methodical approach to surveys, but listening through other channels (e.g.,

Customer Journeys 80

Customer Journeys Roadmap Government Culture 80