Trending Articles

Guest Post: The Secret to Stand-Out Store-Level Customer Service

ShepHyken

This week we feature an article by Brett Patrontasch, CEO of Shyft. Brett provides three insightful ways to help improve customer satisfaction and employee empowerment. Most retail businesses understand that the best service strategies won’t succeed if store-level employees don’t feel motivated.

The Secret of Pricing

Beyond Philosophy

The Secret of Pricing. Academia has a problem with names. They are not always, well, intuitive. Hyperbolic Discounting is an excellent example of a pertinent business area disguised in a difficult-to-interpret label. Hyperbolic Discounting does not mean what you might think.

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Contact Center 2020: Yesterday and Today

Contact Center Pipeline

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020.

Visually Enhancing Agent Experience Creates Better CX

TechSee

With days jam-packed with frustrated customers, confined to a cubicle and often on a low pay scale, it is inevitable that poor agent experience leads to reduced motivation and even burnout.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Lead Generation World:  A Q&A with CEO & Founder Michael Ferree

Convoso

We just got back from a dynamic industry trade show in Denver, Lead Generation World. The conference proved an amazing opportunity to network with both new and familiar faces. Together, we learned more about the challenges and solutions taking place in the changing lead gen industry.

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Amazing Business Radio: Jim Gilmore

ShepHyken

Excellent Service in an Experience Economy. How to Create an Experience That Wins Customers. Shep Hyken interviews Jim Gilmore. They discuss the new edition of The Experience Economy: Competing for Customer Time, Attention, and Money , which Jim co-authored with Joseph Pine.

Why Your CX Job is Probably on the Line This Year

Beyond Philosophy

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. It is a bold prediction, and I agree with it. Why are so many Customer Experience professionals facing the ax this year?

You Must Be Padding Your Resume ‘Cause You Can’t Be That Good

Steve DiGioia

I saw this written on a resume the other day. One of her past job duties was “ Joyfully greeted guests “ My first reaction was, “What kind of B.S. is that to write? You must be padding your resume ‘cause you can’t be that good.

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How to Nail Your Customer Service Job Interview

Customers That Stick

So, how do you nail your customer service job interview? The first thing is to do all of the basics: be professional, research the company, even research the person you’re interviewing with. Past that, if you’re trying to get into customer service, I’ll give you one tip.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Innovation: What’s the Right Amount for Your Contact Center?

Contact Center Pipeline

Innovation is a requirement in most organizations. Without innovation, businesses will likely struggle to stay relevant and even survive. Most of us have a mandate (implied or explicit) to be innovative.

Batteries Included

ShepHyken

“There are two kinds of people: Batteries Included and Batteries Not Included.”. That quote comes from Dan Sullivan, founder and president of the Strategic Coach program. If you’ve been following my work, you’ll probably recognize his name.

Avoid this massive mistake being made with AI

Beyond Philosophy

How AI will Change CX for the Future. Customer loyalty is what most businesses want. The more your customers buy from you, the more you improve your bottom line, not only in increased sales but also in decreased customer acquisition costs.

The Right Survey to Measure Each Touchpoint of the Customer Journey

GetFeedback

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. .

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

501 Ways to Roll Out the Red Carpet for Your Customers by Donna Cutting (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at 501 Ways to Roll Out the Red Carpet for Your Customers by Donna Cutting.

Is your contact center really providing an Effortless Experience?

Tethr

You settle down for the night, planning to finally watch that HBO film you recorded weeks ago. The kids are in bed, the popcorn is popped and you have arranged yourself on the couch in a way that says “no, I don’t plan on moving for the next two hours.”

5 Top Customer Service Articles For the Week of January 20, 2020

ShepHyken

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. Customer Effort Score or Customer Satisfaction? by Martin Powton.

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If You Want Customers to Say Yes, Try THIS

Beyond Philosophy

Sometimes people say no to sales offers out of habit. They have rules or expectations going into the interaction that preclude them from saying yes. There are ways to overcome these habits.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

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.

How to Use Artificial Intelligence in Your CX Program

GetFeedback

Artificial intelligence (AI) is improving all the time and slowly making its way into our offices, activities, and homes.

Is Customer Service Dead?

Customers That Stick

Is customer service dead? Absolutely not! . Customer service is not dead, but it is changing. Part of that change is that we now look at the broader concept of customer experience, which is that overall journey a customer takes with a business or brand.

Rick Nucci Talks Startups, Culture, and Philly on The Twenty Minute VC

Guru

A Discussion with UJET’s Chief Revenue Officer Darcey Harrison

UJET

We’re thrilled to welcome Darcey Harrison as our new Chief Revenue Officer. Darcey joins UJET with a long and prestigious track record of success across both software and hardware technologies including Markforged , Cisco Meraki, and Bank of America.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

What You Must Know About Your Bias in Decision-Making

Beyond Philosophy

We do research called an Emotional Signature ® that examines the Customer Experience from a subconscious psychological perspective. Therefore, by definition, you get a different viewpoint after you undertake it for your organization. .

Watch This Space Podcast - What's Ahead for 2020

Jon Arnold

In short, it’s AI and CX, but to get the rest of the story, please check out our latest podcast here. As usual, newsletter subscribers got this earlier in the month, and now I’m sharing it publicly. Lots of change coming in this new decade, and would love to hear your thoughts on our outlook.

Customer Patience Is Finite (Why I Dumped My Favorite Restaurant)

Customers That Stick

Last year, on January 3rd, I went to my favorite lunchtime restaurant. I remember the date, because it was my first restaurant meal of the new year; it was also the last time I ate at that restaurant.

Tethr in a nutshell

Tethr

Those of us who are working in customer experience are on a journey to understand what’s creating the gap between our customers’ expectations of their experience with our brands and their actual experience. Working to close this gap is precisely why Tethr exists.

Transforming Customer Care with AI

Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact

Gartner predicts that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers. Join our live education session, backed by new independent studies to learn more about: AI: The basics. Why does my contact center need to adopt AI now? Introducing AI in your contact center: where and when. The effect on the Customer Experience. Successful implementation of AI support in your center. Recommendations for your AI superpower pack.

Preparing Your Contact Center for the Unexpected

NICE inContact

NICE inContact has sought the guidance of our customers that are succeeding in call center excellence from Amy Latzer, Chief Operating Officer of 211 LA, Los Angeles County’s Health & Human Services Organization which provides citizens access to social services.

Brand Portfolio Secrets to Success (The 5 Things You Need to Know)

C3Centricity

How do you know when you have too many variants in your brand portfolio? In my opinion, the answer is that it’s when you can’t answer that question! Can you? One of the most popular evergreen posts on C3Centricity is “The Beginners Guide to Brand Portfolio Management.”

The Top 7 Churn Management Strategies for B2B Enterprises

Totango

You are not powerless in the face of churn. There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan.

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