Jodi Beuder

Multi-Channel vs. Omni-Channel—Know the Difference!

Marketers and customer experience professionals are no strangers to the term “omni-channel.” This concept has been talked and written about—ad nauseam, some would say—for the past few years. Interestingly enough, what we’re finding in conversation with organizations is that there is still some confusion...

Hiring Practices for Customer Support – 3 Personality Traits to Look For

Customer success begins with employee success. Employee success begins with hiring success. Hiring success begins with knowing the right skills and qualities to look for in customer-facing employees. With the high rate of turnover in contact centers, sometimes hiring teams are just trying to...

4 Ways Contact Center Agents can Build Customer Loyalty

Here’s what we know about cus­tomers and your business’s bot­tom line: retain­ing exist­ing cus­tomers is less expen­sive than woo­ing new ones.  How do busi­nesses keep their cus­tomers loyal to their brand or prod­uct? By pro­vid­ing qual­ity cus­tomer expe­ri­ences that incen­tivize cus­tomers to stick with you. Accord­ing...

Training your Agents to Deliver a Customer Experience, not just Customer Service

There is a lot of talk about the cus­tomer expe­ri­ence and how impor­tant it is for com­pa­nies to deliver an expe­ri­ence, not just ser­vice. We still hear the ques­tion being asked about the dif­fer­ence between the two and how it impacts train­ing. Let’s take a deeper...

3 KPIs to monitor in 2015

So much infor­ma­tion and so lit­tle time! This is not an unfa­mil­iar lament amongst small-to-midsize con­tact cen­ters. With so much data read­ily avail­able to con­tact cen­ters, it’s some­times hard to know which met­rics really mat­ter. For com­pa­nies that don’t have the lux­ury of big bud­gets, the amount of infor­ma­tion avail­able is...

The Customer Service Journey: Does It Lead Customers Back to You?

This is part 2 of our dis­cus­sion on Cus­tomer Jour­ney Map­ping that we’re fea­tur­ing this month. The ulti­mate goal of cus­tomer ser­vice is to deliver a pos­i­tive expe­ri­ence every time con­sumers reach out to your prod­uct, brand or ser­vice. Whether it’s a phone inter­ac­tion, web– or...

Mapping the Customer Service Journey in Four Easy Steps

Ring­ing in a New Year is a great time for busi­nesses to take some time to reflect on the suc­cesses and chal­lenges of the prior year and to think strate­gi­cally about the goals and out­comes they hope to achieve in the New Year. In...

Our Predicted Customer Service Trends for 2015

Go mobile or go home. As we do our best to look into the future to see where cus­tomer ser­vice trends are headed the one area that is spot­lighted for 2015 is mobile. We already saw move­ment toward mobile last year and we expect...

Top 5 Trends Affecting Tech Support

It seems that nearly every day there’s a new app for this, or a new cloud-based solution for that. With information technology (IT) changing so swiftly, even the most savvy tech support rep would be challenged. Yet that same representative is tasked with delivering...

The Non-Annoying Way to Brag about Your Awesome Tech Support Customer Service

When your tech sup­port divi­sion receives high cus­tomer ser­vice marks, what is your first reac­tion? Do you find your­self trip­ping as your sprint up the stairs so you can shout it from the rooftops? Get­ting acco­lades from your cus­tomers is an exhil­a­rat­ing feel­ing; your...

How to Bridge the Gap between What Employers Want and What Employees Can Do

The Great Reces­sion has come and gone, yet star­tling unem­ploy­ment num­bers remain – par­tic­u­larly for those aged 25 and under. Recent esti­mates put the unemployment/underemployment rate as high as 39 per­cent for this age cohort. The unem­ploy­ment num­bers are frus­trat­ing – and paint a...

How to Train Your Customer Service Agents for Tech Support

Con­trary to what some peo­ple might think, cus­tomer ser­vice and tech sup­port are not the same role. The type of train­ing and ser­vice offered are quite dif­fer­ent, though many of the skills — such as empathic lis­ten­ing, prob­lem solv­ing, and the abil­ity to de-escalate...

5 Telephone Etiquette Tips to Help You Deal with Angry Customers

In order to pre­pare your­self and your team for the bar­rage of cus­tomer calls that will come with many heavy shop­ping sea­sons of the year (Valentine's Day, Black Fri­day, Cyber Mon­day, post-holidays, and so much more).… with every­thing from cus­tomers inquir­ing about your return...

How Small Businesses Can Offer Great Customer Service

In honor of National Small Busi­ness Week, we’d like to offer some tips for all of you hard-working small busi­ness own­ers out there. Small busi­nesses face many chal­lenges when com­pet­ing against larger com­pa­nies, but one huge advan­tage small busi­nesses have is their abil­ity to...

Customer Loyalty is Almost Dead: Can VoC Programs Save It?

Just because your cus­tomers are using your phone ser­vice now, or com­ing to your restau­rant for Sun­day brunches these last few months, or have been the first peo­ple in line to buy your lat­est gad­get model, doesn’t mean they will keep doing so. It's sim­ply...

“Get To Know Your Customers” Day

Most of us who are old enough to remem­ber would have fond mem­o­ries of the good old days when busi­nesses were ran by own­ers them­selves: cor­ner stores, book shops, cof­fee joints, where every­one knew every­body by their first names, and even hang out for...

How to Improve Customer Loyalty? Create Happy Employees

It’s April, which means it’s Cus­tomer Loy­alty Month. Cus­tomer loy­alty doesn’t just “hap­pen” – it comes from a com­pany that places a pri­or­ity on hav­ing well-trained, happy employ­ees who under­stand how to deliver out­stand­ing cus­tomer ser­vice. Con­sider the fol­low­ing maxim:       Happy Employ­ees trans­late...

Drive Customer Loyalty By Truly Getting to Know Your Customers: Part II

In honor of Cus­tomer Loy­alty Month, we’ll be focus­ing on top­ics that will help you increase your cus­tomer loy­alty. This arti­cle is 2 of 2 in a series about how to under­stand your cus­tomers. In the first arti­cle, we exam­ined why it’s impor­tant to...

Drive Customer Loyalty By Truly Getting to Know Your Customers

In honor of Cus­tomer Loy­alty Month, we’ll be focus­ing on top­ics that will help you increase your cus­tomer loy­alty. This arti­cle is 1 of 2 in a series about how to under­stand your customers. Cus­tomer loy­alty is dri­ven by a mix of vari­ables, but there...

What Qualities Make a Difference in Customer-Facing Employees?

Say you’re pur­chas­ing a new cloud-based cus­tomer rela­tion­ship man­age­ment (CRM) sys­tem for your com­pany. You’re faced with sim­i­lar prod­uct options, and the pric­ing struc­ture is com­pa­ra­ble. At com­pany A, the sales rep is help­ful, but not very engag­ing. He is knowl­edge­able, but isn’t very...

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