Top 5 Posts in August

Contact Center Pipeline Top 5 Blog Posts

We kick off our top 5 blog posts this month with a top 5 favorite, “20 Empathy Statements to Show Stressed-Out Customers That You Care.” Leslie published this article back in 2020, and it is just as in demand now in 2022, as empathy is vital to helping our customers, who are still stressed out! Kathleen also provides tips on how to improve your hiring practices to ensure you choose the most qualified candidates who will be an integral part of your team, and what to do about those agents who are not. Our authors also detail how automation can improve the agent experience and in turn, improve the customer experience.

20 Empathy Statements to Show Stressed-Out Customers That You Care
These are difficult times, and our anxious customers need us more than ever. Some of them need help with a simple task, like: “How do I add a new driver to my auto insurance policy?” Others need help solving a problem: “Why was I charged twice for inflight WiFi?”

Easy to Get is Hard to Get Rid Of…Ode to Leo J.
My father travelled quite a bit for both business and pleasure. Once on a trip to Denmark he was entertained at a business associate’s home. The hostess asked Dad to sign the tablecloth which was covered in signatures of previous guests and then embroidered; this created a very colorful and memorable piece. Dad brought several beautiful linen tablecloths home for his daughters. (It is interesting. Dad had five girls and five boys. I guess he figured that the boys were never going to embroider anything!) When he signed my tablecloth, Dad wrote “Leo J. McLaughlin” with “Dad” written below his signature in parenthesis. I thought it was quite amusing … as if I would ever forget who he was! That was not likely.

Taking Service to the Next Level
People tend to focus on the amount of time they spend on hold when they think about what’s wrong with customer service. But I’m convinced that it is the agent—the person who answers the call we make to the contact center—who is the real linchpin of the customer service experience.

Helping Agents Helping Customers
The COVID-19 pandemia have changed the business landscape in countless ways. Remote working has been significantly accelerated, as have the technologies used to support it.

Enabling Excellent Omnichannel Experiences
Customer service, but particularly support, has grown in importance significantly in today’s online world. Getting such help has also become a lot more convenient and easily accessible: which plays a prominent role in creating meaningful customer relationships and helps to increase customer satisfaction.