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The Customer is Your Bottom Line. Creating Purpose for Your Employees and Your Business. Shep Hyken interviews Horst Schulze. MORE
A customer insight strategy help organizations to ensure that customer insights are used in the development of products and services on a continuous basis. Feed generated with FetchRSS MORE
Regular followers will know I’ve been doing a lot of podcasts lately, and it ‘s just one channel I’ve been busy with sharing my thoughts on the trend of the moment - remote working, aka WFH - work from home. MORE
Ensuring business continuity and the safety of employees and customers is top of mind for companies delivering essential services across industries such as utilities, medical technology and telecommunications. MORE
Just over a decade ago, just as the world was coming out of the deepest recession since the Greatest Depression, we carried out significant research across the globe with the largest container shipping company in the world. MORE
Back in my high school and college days I worked at a gas station. We were a self-service station, so our role was that of cashier more than anything else. One very cold morning I noticed an elderly woman drive into the station. She was probably 80 years old. MORE
This week we feature an article by Eralp Arslan, a digital marketing specialist at JotForm. He writes about different types of customer experience surveys and how they can help businesses gain customer loyalty. MORE
What You Should Learn from Apple’s Outstanding Experience. I am a huge fan of Apple products. If there were already a waiting list for the next iPhone, I would be on it. For me, buying Apple products is emotional, intuitive, and automatic—all the things a brands needs to foster customer-driven growth. Apple is excellent at incorporating principles of behavioral economics and psychology that are hugely influential on customer behavior in all the right ways. MORE
Stating the obvious, the past few weeks have been a turbulent time for everyone the world over. In response to this crisis, the world of work has been rapidly evolving. MORE
72 What if the secret to driving customer loyalty was engaging your call center reps? Would you then spend more time and resources improving call center morale? MORE
There are countless articles and statistics on the importance of the customer experience (CX). There are nearly just as many regarding the employee experience (EX). MORE
In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. MORE
Remote working is in the spotlight like never before, and work from home (WFH) has become the tech acronym du jour. In this climate of social distancing, remote working will be a boon for driving the adoption of engagement and collaboration tools. MORE
Are you interested in making and donating masks for Covid-19? Here are some resources to get you started. link]. link]. Customer Experience Design MORE
We are living in troubling times fraught with uncertainty. There are many questions about what comes next in the COVID-19 outbreak. We talked about this in a recent podcast. Many of our clients have been calling us about what to do. Here are ten things we have been telling them. MORE
You can’t get anywhere unless you’re willing to take a risk. Nothing ventured, nothing gained. This idiom dates back to Chaucer (c. 1374) and is similar to the late 14th century French proverb, Qui onques rien n’enprist riens n’achieva (“He who never undertook anything never achieved anything”). MORE
One of the realities of working in customer service today is that you probably handle a significant amount of customer data on a daily basis. Personally identifiable information (PII) is any piece of data that can be tied back to a person’s identity. MORE
For a lot of us, the new reality is an indefinite work from home situation. While physical distancing is more of a necessity now than a choice, social distancing doesn’t need to be. Company leaders must strive to maintain culture in this sudden remote work era. MORE
Managing a contact center team is a challenge at the best of times. If your contact center hasn’t been driven remote by the pandemic, it will likely feel the impact soon — so prepare to go remote now. MORE
What a difference a month can make. In February, we were looking at topics like growth and development, aligning strategy and technology, and tools for delivering an exceptional customer experience. We’ve now entered the strange new reality of the COVID-19 era. MORE
The actions of leaders should focus on common-sense decisions. A good “business-sense”, extensive life experience, having a good judge of character, and the ability to see-through-the-fog towards the intended goal will help most people make the “right” call as needed – when needed. MORE
A satisfied customer is the best business strategy of all – Michael LeBoeuf. You have decided to survey your customers. Great! You have decided to survey your customers. Great! But is it enough to be aware of this strategy? MORE
The world has gone digital. From on-demand food delivery, e-commerce purchases, telehealth, and more, customers are looking for great digital experiences that not only mirror the experiences of speaking with someone face-to-face or visiting a brick and mortar location, but that goes above and beyond. MORE
It’s no secret that customer service is an essential aspect of every business. That said, many companies overlook their customer experience, and they don’t often consider it an ROI generating metric. MORE
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. MORE
COVID 19 has forced businesses to quickly adapt and explore new ways of working. Leaders need to act fast and act now to ensure your team and business can navigate through the change. MORE
ShepHyken
APRIL 1, 2020
Back in my high school and college days I worked at a gas station. We were a self-service station, so our role was that of cashier more than anything else. One very cold morning I noticed an elderly woman drive into the station. She was probably 80 years old.
Contact Center Pipeline
APRIL 1, 2020
You can’t get anywhere unless you’re willing to take a risk. Nothing ventured, nothing gained. This idiom dates back to Chaucer (c. 1374) and is similar to the late 14th century French proverb, Qui onques rien n’enprist riens n’achieva (“He who never undertook anything never achieved anything”).
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Myra Golden Media
MARCH 28, 2020
Are you interested in making and donating masks for Covid-19? Here are some resources to get you started. link]. link]. Customer Experience Design
Beyond Philosophy
MARCH 31, 2020
Just over a decade ago, just as the world was coming out of the deepest recession since the Greatest Depression, we carried out significant research across the globe with the largest container shipping company in the world.
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To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.
TechSee
MARCH 31, 2020
Ensuring business continuity and the safety of employees and customers is top of mind for companies delivering essential services across industries such as utilities, medical technology and telecommunications.
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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Steve DiGioia
MARCH 30, 2020
The actions of leaders should focus on common-sense decisions. A good “business-sense”, extensive life experience, having a good judge of character, and the ability to see-through-the-fog towards the intended goal will help most people make the “right” call as needed – when needed.
Contact Center Pipeline
MARCH 31, 2020
What a difference a month can make. In February, we were looking at topics like growth and development, aligning strategy and technology, and tools for delivering an exceptional customer experience. We’ve now entered the strange new reality of the COVID-19 era.
Beyond Philosophy
MARCH 26, 2020
We are living in troubling times fraught with uncertainty. There are many questions about what comes next in the COVID-19 outbreak. We talked about this in a recent podcast. Many of our clients have been calling us about what to do. Here are ten things we have been telling them.
Lumoa
MARCH 31, 2020
A customer insight strategy help organizations to ensure that customer insights are used in the development of products and services on a continuous basis. Feed generated with FetchRSS
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When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.
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ShepHyken
MARCH 30, 2020
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
Tethr
MARCH 31, 2020
For a lot of us, the new reality is an indefinite work from home situation. While physical distancing is more of a necessity now than a choice, social distancing doesn’t need to be. Company leaders must strive to maintain culture in this sudden remote work era.
Contact Center Pipeline
MARCH 26, 2020
One of the realities of working in customer service today is that you probably handle a significant amount of customer data on a daily basis. Personally identifiable information (PII) is any piece of data that can be tied back to a person’s identity.
Beyond Philosophy
MARCH 28, 2020
What You Should Learn from Apple’s Outstanding Experience. I am a huge fan of Apple products. If there were already a waiting list for the next iPhone, I would be on it. For me, buying Apple products is emotional, intuitive, and automatic—all the things a brands needs to foster customer-driven growth. Apple is excellent at incorporating principles of behavioral economics and psychology that are hugely influential on customer behavior in all the right ways.
Advertiser: Skilljar
In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.
UJET
APRIL 1, 2020
The world has gone digital. From on-demand food delivery, e-commerce purchases, telehealth, and more, customers are looking for great digital experiences that not only mirror the experiences of speaking with someone face-to-face or visiting a brick and mortar location, but that goes above and beyond.
ShepHyken
MARCH 31, 2020
The Customer is Your Bottom Line. Creating Purpose for Your Employees and Your Business. Shep Hyken interviews Horst Schulze.
ProProfs Blog
MARCH 27, 2020
It’s no secret that customer service is an essential aspect of every business. That said, many companies overlook their customer experience, and they don’t often consider it an ROI generating metric.
Tethr
MARCH 27, 2020
There are countless articles and statistics on the importance of the customer experience (CX). There are nearly just as many regarding the employee experience (EX).
Advertisement
This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.
Totango
MARCH 31, 2020
COVID 19 has forced businesses to quickly adapt and explore new ways of working. Leaders need to act fast and act now to ensure your team and business can navigate through the change.
BlueOcean
MARCH 31, 2020
Stating the obvious, the past few weeks have been a turbulent time for everyone the world over. In response to this crisis, the world of work has been rapidly evolving.
Fonolo
MARCH 30, 2020
Managing a contact center team is a challenge at the best of times. If your contact center hasn’t been driven remote by the pandemic, it will likely feel the impact soon — so prepare to go remote now.
ProProfs Blog
MARCH 27, 2020
A satisfied customer is the best business strategy of all – Michael LeBoeuf. You have decided to survey your customers. Great! You have decided to survey your customers. Great! But is it enough to be aware of this strategy?
Speaker: Jono Bacon, Community Expert and 'People Powered' Author
There is a growing trend in companies seeing the value of building communities for their customers and users. Sephora, Harley Davidson and many more have driven enormous success with their communities. Doing this well is tricky though. How do you know where to start, what goals you should start with, and how to track your success? Join Vanilla Forums on Tuesday, April 7 at 12:00 p.m. ET to hear from community strategy consultant and author of People Powered, Jono Bacon.
Upstream Works
MARCH 26, 2020
Remote working is in the spotlight like never before, and work from home (WFH) has become the tech acronym du jour. In this climate of social distancing, remote working will be a boon for driving the adoption of engagement and collaboration tools.
Talkdesk
MARCH 26, 2020
In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis.
Jon Arnold
MARCH 31, 2020
Regular followers will know I’ve been doing a lot of podcasts lately, and it ‘s just one channel I’ve been busy with sharing my thoughts on the trend of the moment - remote working, aka WFH - work from home.
Tethr
APRIL 1, 2020
What if the secret to driving customer loyalty was engaging your call center reps? Would you then spend more time and resources improving call center morale?
Advertisement
The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.
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