Beyond Philosophy

DECEMBER 26, 2020

However, even a year as challenging as this one presents new insights and opportunities for us all. This episode, we share five significant insights that we gleaned from the notorious year 2020. Key Ideas to Improve Your Customer Experience. Customer Experience Information & Resources.

Consulting 259

Consulting Consulting Surveys Customer Experience 259

ShepHyken

DECEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. It is a philosophy to be embraced by every employee from the CEO to the most recently hired. My Comment: Some may refer to this as a marketing article, but I’ll argue that marketing is part of the customer experience – and vice versa.

Customer Service 167

Customer Service Chatbots Customer Care Self service 167

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed. Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

TechSee

APRIL 17, 2022

Your experience will depend on the agent’s next few words. The unpleasant experience of being bounced around, waiting on hold as you are passed from one customer service agent to the next is why many consumers dread contacting customer support. What will her response be to your request? Have a great day!” What is a Warm Transfer?

Customer Experience 207

Customer Experience Self service Call Center Chatbots 207

TechSee

JUNE 10, 2021

Of course, in-person contact puts employees and customers at risk. But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations. Absolutely, your customers aren’t happy to wait for service. zettabytes (21 zeros!)

Self service 207

Self service Analytics Transportation Healthcare 207

ShepHyken

AUGUST 24, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have seen incredible strides over the past few years as these technologies improve. The 6 Pillars to Create a Positive Digital Customer Experience (dCX) by Andre Havro. by Mitul Makadia. by Qualtrics.

Customer Service 209

Customer Service Best practices Contact Center Chatbots 209

ShepHyken

SEPTEMBER 28, 2018

This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. One of the most effective business strategies for maintaining an edge on competition is focusing on employees and their level of engagement. Career Pathing Resources.

Employee engagement 265

Employee engagement Education Analytics Technology 265

Connect

JANUARY 25, 2024

Crafting exceptional customer experiences (CX) by applying innovative technology has become a strategic differentiator in the digital era. But as contact centre technology continues to advance at pace, these capabilities will eventually move from differentiators to commodities. Blend AI technologies to become more agile.

Cloud contact 50

Cloud contact Construction Technology Self service 50

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Connect

MAY 25, 2023

In the modern digital era, companies face the dual imperative of keeping up with rapidly evolving demands and expectations around both customer and employee experiences. Experience orchestration. Customers want fast and effective experiences. Customers want fast and effective experiences.

Technology 65

Technology Self service Revenue potential Analytics 65

ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. Forbes) With a $800-million-dollar investment in technology, fulfillment and logistics, Amazon one-day shipping is now standard for Prime members, the race for customer loyalty in retail is getting even more expensive.

Journey mapping 259

Journey mapping Customer Service Employee engagement Morale 259

VirtualPBX

FEBRUARY 1, 2024

In the rapidly advancing era of high-speed internet, fiber optics, and cutting-edge telecommunications technologies, it’s easy to overlook the humble yet remarkably resilient POTS line. These features empower businesses to enhance their communication capabilities and provide a seamless experience for customers and employees alike.

Telecommunications 105

Telecommunications voip Technology Analytics 105

ShepHyken

NOVEMBER 23, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg. We look at their employee experience.

Customer Service 207

Customer Service Airlines Surveys Contact Center 207

CSM Magazine

FEBRUARY 29, 2024

The most recent survey, published in January, comprises 59,250 customer experiences collected during the past 9 months. So, what’s behind this steady erosion of the customer experience? Customers have less tolerance for hiccups, and employees are more error-prone when distracted by money worries.

Journey mapping 52

Journey mapping Self service Banking Customer advocacy 52

Callminer

OCTOBER 11, 2018

In other cases, managers and QA teams are so overwhelmed with other tasks that they don’t utilize important metrics to their full potential, thus losing out on valuable performance and quality insights. Kaye Chapman is the Learning & Development Manager at Comm100 , a global provider of AI-powered digital customer conversation software.

Call Center 561

Call Center Metrics Contact Center Wait times 561

The Northridge Group

AUGUST 31, 2023

Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. The most crucial interdependencies within the core elements lay with technology and training and the investment in processes to support the adoption and integration of both.

Average Handle Time 67

Average Handle Time Healthcare contact center associations Contact Center 67

The Northridge Group

AUGUST 31, 2023

Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. The most crucial interdependencies within the core elements lay with technology and training and the investment in processes to support the adoption and integration of both.

Average Handle Time 67

Average Handle Time Healthcare contact center associations Contact Center 67

Playvox

FEBRUARY 16, 2024

One of the most impactful uses is how AI is transforming customer experience (CX). Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

ShepHyken

SEPTEMBER 24, 2018

Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) To provide some insight on what’s happening behind the customer inquiry scenes, let’s take a look at the evolution of the contact center. 6 Tech Advances That Will Enhance Customer Experience by Kelechi Okeke.

Customer Service 216

Customer Service B2B Contact Center Technology 216

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Vistio

SEPTEMBER 30, 2021

Customer experience professionals have the tough job of keeping up with new technologies, developing strategies and processes for optimal agent performance, along with keeping up with the latest trends in the industry. Follow Ian on LinkedIn to stay up-to-date on the latest trends in ever-changing technology, strategy, and trends.

Business Process Outsourcing 98

Business Process Outsourcing outsourcing Consulting Consulting 98

Beyond Philosophy

JULY 4, 2016

Discussion of the myriad and varied ramifications of Digital Transformation is, seemingly, everywhere (and unavoidable). I’m capitalizing the first letter of each word because the pervasiveness of digital transformation has all the feel of Big Data a few years ago and Reeingineering in the 1990’s. Let’s begin there.

Banking 225

Banking Customer centricity Big data Finance 225

NobelBiz

DECEMBER 19, 2023

In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions. From maintaining composure to offering your perspective, this resource equips you with the skills to turn tense interactions into positive outcomes.

Call Center 106

Call Center Management Wait times Contact Center 106

Playvox

MARCH 5, 2024

Let’s examine the role of AI in streamlining quality management processes to help modern contact centers rise to the ever-changing customer experience landscape. Seamless Omnichannel Experience On the occasions when customers cannot get resolution with self-service options, they expect a seamless omnichannel experience.

Quality management 78

Quality management Management Contact Center Coaching 78

ShepHyken

APRIL 15, 2022

This week, we feature an article by Manpreet Chawla, senior digital marketing specialist at Knowmax , a knowledge base management solution for enterprises looking to provide exceptional customer experience to their customers via enhanced agent satisfaction. Top 5 ways to create a robust customer experience strategy .

Customer Experience 173

Customer Experience Customer Support Enterprise Scripts 173

BlueOcean

NOVEMBER 13, 2023

From AI and VoC to EX and TX, here are some resources to inspire for the new year. How are other customer experience leaders delivering? What new trends and technologies are on their mind? What new trends and technologies are on their mind? After all, happy employees create happy customers.

Customer Care 71

Customer Care Analytics Contact Center outsourcing 71

Creative Virtual

FEBRUARY 7, 2023

This year, one of the customer experience (CX) predictions for 2023 falling into that category is that ‘Personalization will get More Personal’. I like customer service expert Shep Hyken’s take on this in his blog post, Don’t Just Personalize the Customer’s Experience – Individualize It. engagement with the customer. Absolutely!

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

CSM Magazine

SEPTEMBER 14, 2023

Conduent Incorporated , a global technology-led business solutions and services company, released new research that provides a focused, in-depth view of the state of the customer experience (CX) within the retail/eCommerce vertical. email, chat, live, social, etc.)

Journey mapping 59

Journey mapping Government Transportation Customer Care 59

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 110

Customer Experience Consulting Consulting B2C 110

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. What’s the point of customer experience management, ultimately?

Journey mapping 71

Journey mapping Customer centricity Accountability Metrics 71

ijgolding

APRIL 9, 2020

For over eight years now, I have been travelling around the globe, sharing knowledge with people on how to deliver the customer experience (CX) as robustly and effectively as possible. I have met thousands of committed and dedicated professionals who are passionate about doing what is right for people – customers and employees.

Journey mapping 124

Journey mapping CRM Consulting Consulting 124

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. A positive experience can result in lasting loyalty, endorsement, and evangelism.

Customer Service 266

Customer Service Surveys Customer Experience Customer Support 266

3CLogic

JANUARY 9, 2024

You've heard it before; "In today's competitive market, outstanding customer experience is more important than ever." The answer lies in embracing advanced contact center technologies that seamlessly integrate AI and automation capabilities within your existing solutions and workflows.

Contact Center 52

Contact Center Interactive Voice Response Self service CRM 52

ShepHyken

AUGUST 27, 2018

Each week I read a number of customer service and customer experience articles from various resources. What caught my eye was this powerful statement: No amount of money, advertising, or vast product portfolio will make up for subpar customer experiences. Top 5 Customer Experience (CX) Predictions for 2020 by Sonali Datta.

Customer Service 149

Customer Service Advertising Metrics Customer Experience 149

24-7 InTouch

MARCH 6, 2023

WINNIPEG, MB – MARCH 6, 2023 – IntouchCX, a global leader in contact center and technology solutions, has partnered with the University of Galway to collaborate on research and innovation for mental health and well-being in the workplace by integrating the University’s Lua Health technology.

Employee engagement 52

Employee engagement Enterprise Technology Analytics 52

NobelBiz

NOVEMBER 6, 2023

In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within call centers across the globe. Speech Analytics: This tool uses natural language processing to analyze customer-agent interactions, providing insights into customer sentiment and agent performance.

Call Center 105

Call Center Interactive Voice Response Customer Service Contact Center 105

NobelBiz

JANUARY 3, 2024

Outbound call centers are evolving rapidly, driven by technological advancements and changing market dynamics. This article delves into these trends, offering insights and strategies for outbound call centers to stay ahead in an increasingly competitive environment. This is true, especially in times of crisis.

Call Center 105

Call Center Contact center software Contact Center Chatbots 105