ShepHyken

NOVEMBER 23, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Chewy.com has an amazing reputation for great service, great products and compassion for their customers.

Customer Service 207

Customer Service Airlines Surveys Contact Center 207

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

CCNG

AUGUST 2, 2023

With over two decades of hands-on experience, I've witnessed both triumphs and challenges faced in the pursuit of exceptional customer and agent experiences. My primary aim is to guide you through the pitfalls and offer best practices, so get ready to uncover valuable insights that can shape your contact centre's success.

Contact Center 195

Contact Center CCNG Best practices Technology 195

ShepHyken

SEPTEMBER 24, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Service: Where We Are and Where We Are Going by Fara Haron. Here are my top five picks from last week.

Customer Service 216

Customer Service B2B Contact Center Technology 216

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

OCTOBER 5, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This is a very short article but consider its main message. Are You Delivering Concierge Customer Service?

Customer Service 162

Customer Service Virtual Agent Enterprise Contact Center 162

ShepHyken

JANUARY 13, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. What Does it Take to Lose a Customer? CMSWire) Customer experience. Read the article to find out the other three.

Customer Service 234

Customer Service Journey mapping B2C B2B 234

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Is Your Digital Marketing Strategy Ready for an AI Intervention? 20 Positive Phrases for Customer Service Success: Part 1 by Conversational.

Customer Service 255

Customer Service Chatbots Metrics Contact Center 255

NobelBiz

APRIL 2, 2024

With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

Beyond Philosophy

AUGUST 17, 2023

Many years ago, I read a book that changed my life, The Experience Economy by Joe Pine, founder of Strategic Horizons. As a pioneer in the experience movement, Pine has a new customer strategy concept that we discussed on a recent podcast, so I thought I would share what we learned here as well. It is a significant hole.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

ShepHyken

MARCH 27, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Customer Experience, Innovation and the Slow Death of Famed Brands by Augie Ray. Here are my top five picks from last week.

Customer Service 209

Customer Service Benchmark Call Center Advertising 209

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

3CLogic

APRIL 10, 2024

A digital-first approach lies at the core of every contact center’s transformation strategy, yet solely relying on digital channels risks damaging your customer service. In this article, we’ll explore how to streamline service management by adopting an omnichannel engagement workspace.

Management 64

Management Call Logging CRM Call flow 64

ShepHyken

OCTOBER 29, 2021

is a content developer and a digital media strategist at Knowmax. She shares how companies can choose the call center software that fits their customer support teams. If you wish to impress your customers or live up to their expectations, you need a call center tool that enables effective work. Omnichannel? . Call routing .

call center software 190

call center software Call Center Customer Support Scripts 190

NobelBiz

MARCH 26, 2024

While there’s no one-size-fits-all solution to address all operational and customer-related challenges for businesses, Customer Experience Automation (CXA) has emerged as a compelling strategy for a lot of businesses these days. Table of Contents What Is Customer Experience Automation (CXA)?

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Outsource Consultants

FEBRUARY 26, 2024

which is why Corey Kotlarz, Founder and President , and Dave LaBatt, Executive BPO Matchmaker , were excited to share their nearly 60 years of collective CX and outsourcing expertise in a recent article published by CXMToday. These will help drive lower costs and an overall better customer experience.

Call Center 67

Call Center outsourcing Customer Service Consulting 67

Beyond Philosophy

JANUARY 12, 2022

Proactive is a key word for me for the future of experiences and customer strategy. It’s the “Voice of the Product (VoP),” and it can tell you a lot about what your customers want. It’s the “Voice of the Product (VoP),” and it can tell you a lot about what your customers want. In the last few years, IoT technology has advanced.

Contact Center 195

Contact Center Enterprise Technology Engineering 195

NobelBiz

MARCH 19, 2024

Call center dashboards play a vital role in contact centers. Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Table of Contents What is a Call Center Dashboard?

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic.

Chief Customer Officer 195

Chief Customer Officer Contact Center CRM Call Center 195

BlueOcean

NOVEMBER 13, 2023

The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry. How are other customer experience leaders delivering? What new trends and technologies are on their mind? What trends are more than buzzwords and can actually make a real impact on your work?

Customer Care 71

Customer Care Analytics Contact Center outsourcing 71

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions.

Call Center 106

Call Center Management Wait times Contact Center 106

ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The idea behind the article is to “delight” the customer, rather than to just serve them. You’ll smile.

Customer Service 65

Customer Service Best practices Metrics Customer effort 65

Cisco - Contact Center

NOVEMBER 24, 2020

Hope and Hype for Customer Service and Support Solutions — Insights from Cisco and Gartner Research. Recently, Cisco partnered with Gartner Research to create a set of deep insights on five subject areas that contact center practitioners and customer experience experts can leverage to guide their planning for the year ahead.

Contact Center 108

Contact Center Technology contact center solutions Cloud contact 108

MiaRec

JUNE 16, 2023

Most Voice Analytics solutions for contact centers offer either Machine Learning-based or lexicon-based Sentiment Analysis to help you understand how customers are feeling during calls. But what is the difference between these two approaches and which one is better for your contact center?

Contact Center 65

Contact Center Analytics Customer Experience 65

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. Among its standout features is the Preview Dialer.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

The Northridge Group

NOVEMBER 9, 2022

This article was originally published on Contact Center Pipeline and can be viewed here. As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical. The Role of QM in the Contact Center. QM INSIGHTS.

Contact Center 104

Contact Center contact center associations Brand ambassadors Coaching 104

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

ShepHyken

APRIL 13, 2018

This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken. Is there a specific product or service that needs an update?

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

NobelBiz

MARCH 12, 2024

Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust. To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM). Table of Contents What is Unified Customer Experience Management?

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Playvox

FEBRUARY 27, 2023

Customer experience leaders are more challenged than ever. They are under constant pressure to reduce operational overhead costs, lower recruiting, onboarding and training costs – all while exceeding customer demands and delivering exceptional customer service.

Management 75

Management Schedule adherence Contact Center Coaching 75

DMG Consulting

MAY 8, 2023

The Transformation of Workforce Engagement Management By Donna Fluss View this article on the publisher’s website. The investments are primarily in the following categories: artificial intelligence (AI), automation, analytics, and user interface/user experience (UI/UX).

Management 62

Management Enterprise Analytics Contact Center 62

Playvox

JUNE 7, 2023

When I worked in contact centers, people would ask what I did for a living, and I would say Workforce Management. Do we have the capacity to offer new services with the employees we have or do we need to hire more people ? Workforce management will have a positive impact on your contact center — when you get it right.

Management 52

Management Contact Center Abandon rate Metrics 52

Playvox

JANUARY 24, 2022

Delivering exceptional customer experiences is the new competitive advantage. In fact, it’s now the last remaining way to gain a sustainable edge, since traditional sources of differentiation – including price and product – quickly erode with the rapid pace of digital information flow. What Makes a Great Customer Experience?

Contact Center 88

Contact Center Customer Experience Brand ambassadors Average Handle Time 88

SharpenCX

JULY 26, 2023

Every call your contact center receives brings heaps of data with it: customer information, customer preferences, product insights, customer satisfaction scores, and much more. It’s what you do with this data that makes it valuable. But perhaps you’re sitting on all of your call center data.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

DMG Consulting

SEPTEMBER 24, 2021

View this article on the publisher’s website. This analytics application helped enterprise and contact center executives navigate uncharted territory by giving them information and insights to keep them apprised of the state of their customers and employees. IA PROVIDES INSIGHTS INTO THE VOICE OF THE CUSTOMER.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. of their revenue due to bad experiences. of their revenue due to bad experiences.

Contact Center 78

Contact Center Quality management Calibration Coaching 78