Dealing With Scrooge and Other Villains: A Holiday Course in Difficult People
Wednesday, December 11 - 10:00am PT / 1:00pm ET
It is that time of year for warmth, good cheer, and fellowship. But do you have customers, co-workers, or bosses who never got the memo? Communications skills expert, bestselling author and practicing psychotherapist Rich Gallagher will help you warm up your interpersonal skills, and teach you how to deal with some of the "characters" in your working life:
- Scrooge: He has a word for everything, and it's always "no."
- The Snow Queen: Can passionately and intelligently discuss any position as long as it's hers.
- Jack Frost: That icy, passive-aggressive person who always leaves a chill in the air.
- The Little Drummer Boy: Loudly stirs up drama when you least expect it.
- The Angry Villagers: Customers who rise up on social media and elsewhere to criticize you.
Using evidence-based principles of strength-based communication, plus Rich's vast experience with managing difficult workplace situations, this free and fun webinar with help brighten your holidays with brand new tools for working effectively with anyone!
inContact Adds Speech Analytics to Cloud Contact Center Solution with Analytics-Driven Quality (ADQ) Powered by Verint
inContact, a provider of cloud contact center software and contact center agent optimization tools, announced the addition of proven speech analytics capabilities from Verint® Systems to the company’s award-winning platform. inContact Analytics-Driven Quality (ADQ) offers “voice of the customer” intelligence, enabling contact center leaders to analyze larger amounts of audio call data in more efficient ways, and make more informed decisions on products, services, and processes. Sophisticated speech analytics detects customer emotion through linguistic and acoustic analysis, and proactively alerts supervisors to the most pressing interactions. Targeted monitoring empowers supervisors to prioritize strategic call categories or campaigns, with relevant audio content automatically routed to their inbox for deeper analysis
Uptivity Releases its Uptivity Discover Suite Version 5.3
Uptivity, a provider of workforce optimization solutions, released a new version of the Uptivity Discover Suite, the company’s workforce optimization solution for contact centers. Enhancements in version 5.3 include a new gamification platform, expanded ad hoc reporting and new customer-driven features. Discover’s gamification platform helps contact center leadership motivate employees to meet performance standards through the use of game-like techniques. The tool allows managers to easily set measurable goals and recognize achievements with points. A convenient dashboard provides agents with a list of their achievements, recent accomplishments and ranking on the “Leaderboard”, as well as list of the available ways they can earn more points.
Custom Training Webinars From SupportIndustry.com
You want to motivate and train your support staff, but with limited resources, it is hard to get them off the phones for training. SupportIndustry.com has an alternative.
SupportIndustry.com has conducted hundreds of webinars and can provide you with a custom webinar that provides your agents with the specific tools they need to deal with issues such as:
- Understanding and dealing with your most difficult customers
- Communication skills for every customer situation
- Working effectively with the entire team
- Productivity skills for customer transactions
We can also help your managers deal with their greatest challenges, including:
- Understanding and managing different team personalities
- Learning what motivates your staff
- Understand how your leadership style affects your workplace
- Make real, tangible changes in your workplace performance, morale and success
So, how does it work? We will talk with you to determine the biggest issues currently facing your organization, and put together a webinar designed to meet your needs. Your support staff will attend a customized workshop designed to address their most pressing issues.
For more information, send an e-mail to Carolyn Healey at firstname.lastname@example.org.
Survey: Mobile and Social Technologies Complicate B2B Sales Processes
vanade, a global business technology solutions and managed services provider, released results from a large-scale global survey on the changing sales process and buying patterns of business and IT decision-makers. Avanade’s latest research shows the “consumerization” movement is shifting the sales process out of the control of the seller as enterprise buyers begin to mimic consumer shopping behaviors. With this shift, the value of the customer experience is now more important than price to business and IT decision-makers.
- Customer experience now tops price as the most important factor in a buying decision by an enterprise decision-maker. Notably, business buyers are willing to pay up to 30 percent more for a product or service that offers an improved customer experience.
- Businesses no longer have control over information shared about their products or services. Sixty-one percent of business decision-makers report third-party sites and feedback from business partners, industry peers or social channels is more important than conversations with a company’s sales teams when making a purchasing decision.
- To help navigate this change, companies are enlisting new people and departments to manage the customer experience. Compared to three years ago, customer service and call centers, IT and marketing are the leading groups now playing a larger role in the customer experience.
- Seventy percent of respondents believe technology will primarily replace human interaction with customers in the next 10 years. Anticipating this change, businesses are making new technology investments, changing business processes and redesigning organizational roles. More than 80 percent of companies have changed at least one business process in the past three years to better interact with customers.
This new global study builds on findings from Avanade’s Work Redesigned research conducted in January 2013. Progressive companies are changing business processes to adapt to a new style of work influenced by mobile devices, collaboration tools and social technologies. In this latest survey, Avanade found that businesses are changing processes to embrace the new business buyer and by increasing customer service and support technologies (44 percent), increasing the number of employees interacting with customers (40 percent) and adding automation to the sales process (32 percent).
There are business benefits to making these changes. The research shows that businesses investing in technology to support better customer service and modifying internal roles are seeing positive results. Specifically, the companies making these changes are experiencing increases in customer loyalty (61 percent), revenues (60 percent) and customer base (60 percent).
Avanade surveyed 1,000 C-level executives, business unit leaders and IT decision-makers in 19 countries across more than 12 industries.
More Firms Allowing Employees To Shop Online While At Work
More employees may be bagging holiday bargains on the job this holiday season, a new survey suggests. Sixteen percent of chief information officers (CIOs) interviewed by staffing firm Robert Half Technology said they give their workers unrestricted access to online shopping sites — up from 10 percent last year. More than half (54 percent) said they allow on-the-job online shopping but monitor activity for excessive use. Less than one-third (29 percent) of CIOs said their firms block access to online shopping sites — down slightly from 33 percent a year ago.
The survey is based on more than 2,300 telephone interviews with CIOs from a random sample of U.S. companies in 23 major metro areas with 100 or more employees. Robert Half Technology is a leading provider of IT professionals on a project and full-time basis.
CIOs were asked, "What is your company's policy regarding employees shopping online while at work?" Their responses:
Block access to online shopping sites
2012 - 33%, 2013 - 29%
Allow access but monitor for excessive use
2012 - 55%, 2013 - 54%
Allow unrestricted access
2012 - 10%, 2013 - 16%
Other/ don't know
2012 - 2%, 2013 - 1%
Robert Half Technology offers three tips for employees who might shop online at the office this holiday season:
Understand the policy. Don't assume your company's web policy is unrestrictive just because you haven't gotten official word. Check the company handbook, and ask around. If the policy is not clear, play it safe and use non-work times like your lunch hour to shop.
Don't get 'lost in cyberspace'. With all the deals on Cyber Monday, you may be tempted to spend hours on end scooping up bargains. If your goal is to shop until you drop, take a vacation day.
Limit online 'window shopping'. Conduct product research and price comparisons on your own time so you can make online purchases quickly — and get back to work faster.
How To Create Customers For Life
Before I give you my one simple rule for creating customers for life, let’s take a quick step back and review why customer service creates customer retention (which in turn creates greater profits.) If you can turn a one time buyer into a life-time customer, six things happen and all of them are good.
Are You Doing a Good Job Managing Your Customer Service Progression?
Often times we let how busy we are hamper our ability to effectively recruit and develop our staff on the front line of the customer experience. But no matter how busy you are, if you want to deliver best in class customer service and remain the best in your class, you must reach a certain point where you make the time to reflect on the work you and your team perform, and whether it’s possible to do it better.
Soft Skills Produce Hard, Bottom Line Results
Soft skills are the only real competitive advantage that we have in today’s competitive environment. This economy is not down; it has changed, radically different, and it is never going back to the way it was. If you want to succeed in the trust and value economy, then you need to invest in getting yourself, your team and your entire organization up to date on soft skills. So, what are the top “must have soft skills” for the trust and value economy?
Avoid Customer Churn with These 5 Risks
If you lose a customer due to price or other circumstances beyond your control, then fine. However, losing a customer because he or she felt unappreciated or underserved is inexcusable. It indicates serious flaws in your internal business processes that can lead to additional losses. Fortunately, there are concrete things you can do to avoid “customer churn”—so long as you’re willing to face your unwillingness to invite them within arm’s length and accept the risk of getting closer to your customers.
"People Problems" stymie CRM initiatives
To succeed in the age of the customer, business and IT professionals who support front-office business processes cannot afford failed technology initiatives. But how do you acquire and deploy the appropriate supporting technologies and lead and sustain the necessary organizational changes to be successful?
The Five Superpowers of Marketing
Customers are more connected and empowered than ever before. If you want to win their hearts and minds, you have to master the latest technology, assimilate vast quantities of data, engage and delight your customers, and deliver products and services that surpass expectations. Plus you have to attract the best talent to your own organization and align your team around a shared purpose. It would seem a nearly impossible feat. And yet today’s top marketers are combining technology and teamwork to generate extraordinary results.
True Alignment: Linking Company Culture with Customer Needs for Extraordinary Results
by Edgar Papke
Alignment is the single most critical business challenge for any organization and its leaders. Without it, inefficiency, conflict, and disengagement will cripple your ability to provide value to your customers. Companies live or die based on their ability to communicate and deliver on the promise their brand makes to its customers. To do this effectively, leaders need to clearly define the vision and strategies that support that brand intention and ensure these are manifested in the roles, expectations, and goals of each and every member of the organization.
A blueprint for businesses of all types and sizes, True Alignment reveals how to: decipher customer expectations; define the brand as a solution to the customer's needs; turn the unique selling proposition into the mission; create a company culture where everyone is aligned to this vision - and responsible for living the brand promise; and more.
Click here for more information!
Free Research on the Service and Support Industry
Are you looking for the latest research available (for free!) on the service and support industry? Then check out the research section of SupportIndustry.com. Some of the current offerings available to members are:
- 2013 People Issues in Customer Support Survey
- 2012 Service and Support Metrics Survey
- The 2012 Service & Support Snapshot: 5 Support Trends That Will Change Your Business in 2012
- 2011 State of the Industry: Six Trends Every Support Organization Should Know
- 2011 Survey Results: How Support Behaviors are Changing for Mobile and Social Media Environments
- 2010 Service and Support Metrics Survey
- Research Insight: Self-Service Support
- Research Insight: Average Speed to Answer, Wait Time and Handle Time
- 2010 Service and Leadership Trends in Customer Support
- Research Insight: Effectively Measuring Customer Loyalty
- Research Insight: Cost Per Contact (Phone & E-Mail)
- Research Insight: First Contact Resolution
All of these reports can be accessed by clicking here...
Visit the SupportIndustry.com Blog
The SupportIndustry.com Blog is another way stay on top of the service and support industry. Our blog, updated at least once a week, is dedicated to covering the latest topics related to service and support, call center management, customer experience management, web-based support, help desks, workforce optimization and more.
Check it out today
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