INDUSTRY INSIGHTS YOUR PEERS ARE READING
As a customer service leader, you want to make sure your audience is supported at all times. Customers should have access to the information they need–whether it’s from a member of your team or from a robust knowledge base. MORE
Peter Lavers contributes to a new e-book from Panviva: Build a Better Customer Experience – Tips from 10 CX Industry Experts! 10 leading influencers and innovators in the customer experience (CX) field have contributed to this great new e-book from Panviva, and I’m delighted to be one of them! . 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
“How dare you call my employer to confirm my job status!” “The The mortgage broker said my house was worth more than you think!” “My My credit rating shouldn’t change because I quit my job and started my own business!” Do these customer complaints sound familiar? MORE
Have you ever wondered how to start a business when you are not sure your product would fit the market’s expectations? If you are an entrepreneur, then you most definitely have. MORE
Some people claim that customer service is getting worse. I disagree. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies who teach us what good customer service should be. MORE
With a wide array of client engagements and an extensive background in telecom and IT industries, Customer Experience Expert Ben Motteram excels at measuring the customer experience. He also understands the risks and rewards communications providers face as they attempt to align resources with customer needs. Learn from the @CXpert’s customer undertakings and wisdom. Q1:… The post Ben Motteram on How to Measure Customer Experience: Advice from the Front Lines appeared first on AVOXI. Othe MORE
Are You a Risk Taker? We all have varying levels of risk tolerance. When we shy away from risk, we call that risk-aversion. This episode of The Intuitive Customer discusses the concept of risk aversion and how it affects customers’ behavior in your Customer Experience. MORE
Customer Relationships. How much do you love the companies you do business with, the restaurants you frequent or the stores you shop at? How upset would you be if they told you they were going out of business? Or, what if you could save them from going out of business by giving up something. MORE
The Business of Emotion. Striking a Balance Between Technology and Human Connection. Shep Hyken interviews Rebecca Martin. MORE
When customers speak, brands listen. That’s the baseline for doing business in a customer-centric economy. That’s why you just can’t emphasize the importance of customer reviews! Customer reviews have come a long way from simple word-of-mouth recommendations to published online assessments dissecting your product. Through social media and customer review sites, customers easily share their […]. MORE
Telling your boss that you are burnt out seems like it might just be the end of your stable paycheck. Can you actually look your boss in the face and admit that you’ve been unable to keep up with the amount of work on your plate? MORE
Some wars seem to rage on forever. Whether you’re fighting the battle to stop eating that dessert you love that’s bad for you, or you continuously battle a war with contact center agent performance, it’s time for you to enjoy the sweet taste of victory. MORE
Understanding Customers’ Mental Budgets. I won some money at a Casino recently, an unusual outcome for me. It wasn’t a huge amount, but it was a nice windfall. Did I spend it on something practical? Save it? Give it to charity? Not a chance. MORE
The original title of this post was, "Things I Can Do Without in 2019." It was intended to be a mini-revolt against all the customer service predictions we're inevitably seeing right now. Number one on my list was going to be "predictions." The list immediately struck a negative, "get off my lawn!" MORE
You’ve probably heard of Nashville Hot Chicken. Plenty of places in the Music City serve it, and you can try it while attending CCW Winter in Nashville later this week. Want to guess what beverage pairs well with hot chicken? Champagne. That’s right. MORE
Talking to employees about problem performance, and getting them to change is hard – unless you do four things very well. Here’s what I wish everyone knew about addressing unacceptable employee performance. MORE
While doing my research for this article, I’ve not only tested both Intercom and Zendesk myself, but also read a pile of different articles, comparisons, guides, showdowns and all this kind of stuff. I mean, [ … ]. MORE
This article was originally published on the FCR blog on December 10, 2018. Click here to read the original. Over the past year or so I’ve had many conversations about contact center quality assurance — some of which I’ve shared in past articles. MORE
This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback. MORE
Product reliability and quality have become near-commodities in our world. The challenge then, for a business, is to find another way to differentiate yourself. And one of the best ways to truly engage customers is to connect with them via superior customer service. Today, let’s look at a variety of companies whose have succeeded by […]. MORE
Like the pilings of the Brooklyn Bridge or the steel and concrete foundation of a building, organizations need to rest upon solid ground. That means a solid foundation and one that drives management practices, technology acquisitions, and customer relationships. MORE
One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience. The way YOU do that is, you go into discussions with your employees with a plan, and with confidence. MORE
Anyone who manages, or has managed, a school or community athletic program no doubt is already aware of Gopher Sport’s products and their reputation for exceptional customer service. MORE
For two years I’ve partnered with LinkedIn Learning to create courses to help employees be more assured and skilled in their ability to handle demanding customers. Here are some fun behind the scenes photos from last week’s visit to film two new training courses. MORE
A robust customer service strategy helps your brand increase its customer base and also keep its existing ones delighted. However, building an amazing strategy requires an organization to keep up with the changing customer service trends every year. MORE
The world of work is changing very quickly. Over the next few weeks, we’ll be examining some of the trends that are currently impacting the workforce, from hiring to the impacts of artificial intelligence. Every Thursday, we’ll be publishing a new article on a different workforce trend. MORE
Let’s face it. Collections and debt recovery call centers don’t have a great reputation with consumers. Because some people buy things they can’t afford or encounter circumstances later on that cause them to become delinquent in their payments. MORE
Call Center Coach
JANUARY 15, 2019
Some wars seem to rage on forever. Whether you’re fighting the battle to stop eating that dessert you love that’s bad for you, or you continuously battle a war with contact center agent performance, it’s time for you to enjoy the sweet taste of victory.
Beyond Philosophy
JANUARY 15, 2019
Are You a Risk Taker? We all have varying levels of risk tolerance. When we shy away from risk, we call that risk-aversion. This episode of The Intuitive Customer discusses the concept of risk aversion and how it affects customers’ behavior in your Customer Experience.
Beyond Philosophy
JANUARY 10, 2019
Understanding Customers’ Mental Budgets. I won some money at a Casino recently, an unusual outcome for me. It wasn’t a huge amount, but it was a nice windfall. Did I spend it on something practical? Save it? Give it to charity? Not a chance.
Myra Golden Media
JANUARY 15, 2019
For two years I’ve partnered with LinkedIn Learning to create courses to help employees be more assured and skilled in their ability to handle demanding customers. Here are some fun behind the scenes photos from last week’s visit to film two new training courses.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
Contact Center Pipeline
JANUARY 10, 2019
Like the pilings of the Brooklyn Bridge or the steel and concrete foundation of a building, organizations need to rest upon solid ground. That means a solid foundation and one that drives management practices, technology acquisitions, and customer relationships.
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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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Peter Lavers
JANUARY 10, 2019
Peter Lavers contributes to a new e-book from Panviva: Build a Better Customer Experience – Tips from 10 CX Industry Experts! 10 leading influencers and innovators in the customer experience (CX) field have contributed to this great new e-book from Panviva, and I’m delighted to be one of them! .
Myra Golden Media
JANUARY 15, 2019
One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience. The way YOU do that is, you go into discussions with your employees with a plan, and with confidence.
Contact Center Pipeline
JANUARY 15, 2019
Anyone who manages, or has managed, a school or community athletic program no doubt is already aware of Gopher Sport’s products and their reputation for exceptional customer service.
Customer Service Life
JANUARY 15, 2019
Telling your boss that you are burnt out seems like it might just be the end of your stable paycheck. Can you actually look your boss in the face and admit that you’ve been unable to keep up with the amount of work on your plate?
Advertisement
There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.
ShepHyken
JANUARY 15, 2019
The Business of Emotion. Striking a Balance Between Technology and Human Connection. Shep Hyken interviews Rebecca Martin.
GetFeedback
JANUARY 14, 2019
As a customer service leader, you want to make sure your audience is supported at all times. Customers should have access to the information they need–whether it’s from a member of your team or from a robust knowledge base.
Myra Golden Media
JANUARY 14, 2019
Talking to employees about problem performance, and getting them to change is hard – unless you do four things very well. Here’s what I wish everyone knew about addressing unacceptable employee performance.
Contact Center Pipeline
JANUARY 9, 2019
“How dare you call my employer to confirm my job status!” “The The mortgage broker said my house was worth more than you think!” “My My credit rating shouldn’t change because I quit my job and started my own business!” Do these customer complaints sound familiar?
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
Customer Service Life
JANUARY 15, 2019
This article was originally published on the FCR blog on December 10, 2018. Click here to read the original. Over the past year or so I’ve had many conversations about contact center quality assurance — some of which I’ve shared in past articles.
ShepHyken
JANUARY 14, 2019
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.
Toister Performance Solutions
JANUARY 15, 2019
The original title of this post was, "Things I Can Do Without in 2019." It was intended to be a mini-revolt against all the customer service predictions we're inevitably seeing right now. Number one on my list was going to be "predictions." The list immediately struck a negative, "get off my lawn!"
Branch Mesenger
JANUARY 10, 2019
The world of work is changing very quickly. Over the next few weeks, we’ll be examining some of the trends that are currently impacting the workforce, from hiring to the impacts of artificial intelligence. Every Thursday, we’ll be publishing a new article on a different workforce trend.
Speaker: Faith Adams, Analyst at Forrester
Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data
Nextiva
JANUARY 14, 2019
Product reliability and quality have become near-commodities in our world. The challenge then, for a business, is to find another way to differentiate yourself. And one of the best ways to truly engage customers is to connect with them via superior customer service. Today, let’s look at a variety of companies whose have succeeded by […].
Avoxi
JANUARY 10, 2019
With a wide array of client engagements and an extensive background in telecom and IT industries, Customer Experience Expert Ben Motteram excels at measuring the customer experience. He also understands the risks and rewards communications providers face as they attempt to align resources with customer needs. Learn from the @CXpert’s customer undertakings and wisdom. Q1:… The post Ben Motteram on How to Measure Customer Experience: Advice from the Front Lines appeared first on AVOXI. Othe
ShepHyken
JANUARY 11, 2019
This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.
Guru
JANUARY 15, 2019
When it comes to helping revenue teams, the term “enablement” usually comes to mind. Enabling a sales or support team to work better sounds great.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.
kommunicate
JANUARY 15, 2019
Have you ever wondered how to start a business when you are not sure your product would fit the market’s expectations? If you are an entrepreneur, then you most definitely have.
Nextiva
JANUARY 15, 2019
When customers speak, brands listen. That’s the baseline for doing business in a customer-centric economy. That’s why you just can’t emphasize the importance of customer reviews! Customer reviews have come a long way from simple word-of-mouth recommendations to published online assessments dissecting your product. Through social media and customer review sites, customers easily share their […].
Transparent BPO
JANUARY 14, 2019
You’ve probably heard of Nashville Hot Chicken. Plenty of places in the Music City serve it, and you can try it while attending CCW Winter in Nashville later this week. Want to guess what beverage pairs well with hot chicken? Champagne. That’s right.
ShepHyken
JANUARY 15, 2019
Customer Relationships. How much do you love the companies you do business with, the restaurants you frequent or the stores you shop at? How upset would you be if they told you they were going out of business? Or, what if you could save them from going out of business by giving up something.
Advertisement
Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.
HelpCrunch
JANUARY 9, 2019
While doing my research for this article, I’ve not only tested both Intercom and Zendesk myself, but also read a pile of different articles, comparisons, guides, showdowns and all this kind of stuff. I mean, [ … ].
Noble Systems
JANUARY 15, 2019
Let’s face it. Collections and debt recovery call centers don’t have a great reputation with consumers. Because some people buy things they can’t afford or encounter circumstances later on that cause them to become delinquent in their payments.
ProProfs Blog
JANUARY 10, 2019
A robust customer service strategy helps your brand increase its customer base and also keep its existing ones delighted. However, building an amazing strategy requires an organization to keep up with the changing customer service trends every year.
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