INDUSTRY INSIGHTS YOUR PEERS ARE READING
As most of you (hopefully know), my latest book, The Convenience Revolution , is all about making the customer experience as frictionless as possible. MORE
One of the goals for my customer service training in Cerritos, California yesterday was to help employees follow-up with colleagues, to close the loop so that everybody was up to date on what’s being done to fix issues for customers. I designed a short lecture and a small group discussion to address this. And then, three hours before my flight, I scratched the entire section. MORE
This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. As we all know, nowadays, consumer behavior is prejudiced by various aspects. MORE
Want happy, loyal customers? That makes all of us. But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done. MORE
In the customer service industry, we will have to deal with an angry customer sooner or later. The stress and unpredictability of these situations are the cause of many disastrous fails. Not knowing how to deal with angry customers can culminate into giant losses for the companies involved. MORE
I just bought a new Mont Blanc pen. I like writing with it. I have a couple more, too; one is a pencil, and the other is a rollerball-type. However, the reality is, I sometimes look at my fancy pen and think, “It’s writing; I could write this stuff with a Bic or a regular pencil.”. MORE
The value of loyal customers can’t be overestimated—they trust your business, make more purchases, and act as brand advocates. MORE
Companies are increasingly choosing to outsource functions to outside expert providers. MORE
Holiday spending and the quickly evolving ways people buy and sell things was on my mind on a recent trip that took me through Shanghai. In China, there are two prominent apps used by companies and consumers. MORE
With retail’s Q4 upon us and the holiday season surging into focus this week with Thanksgiving & Black Friday, retailers across the United States are gearing up for their biggest three months of the year. Most of the headlines heading into the holidays have been about just how hot the market is. MORE
Trends are tricky things. Contact center managers will find no shortage of opinions online about “the next big thing” in business philosophy or technology. You’d be surprised how many websites promote a “hot new trend” that coincidentally requires the product they hope you’ll buy. MORE
Note: This post was originally published on LinkedIn. It’s a companion the another post on how to get promoted. I've heard from a number of Customer Service Tip of the Week subscribers who have recently been promoted. MORE
“The Customer Comes First.”. You’ll see those words next to the cash registers at mom-and-pop grocery stores, and on the desks of Fortune 500 CEOs. But your customers only receive a great experience if employees devote the time and effort to provide one. MORE
Centers all bear the same types of costs to conduct their operations, whether they’re attributed to the contact center budget or to that of IT or other parts of the organization. MORE
What are the best statistics to help you prove ROI for your customer experience program? These are the best statistics that will help you create ROI. Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Key stats to prove your ROI – It’s About The ROI Stupid! appeared first on. Podcast MORE
It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change for a long time is the need to reduce customer effort. 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
There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster, more consistent around-the-clock service and deliver higher customer satisfaction. MORE
Whether you’re expecting 50 or 50,000, planning and executing an event takes major time and money. Companies willing to make that kind of investment expect great results, and conference/event surveys help them deliver. MORE
By Tony Medrano and Scott Moberly. At Customer Contact Week in Austin last month, we noticed how the discussions surrounding chat training and onboarding stood out far more than in previous conferences. Good reasons exist for this. . MORE
The Subscription Economy. Why the Subscription Model is the Future and What to Do About It. Shep Hyken sat down with Tien Tzuo to talk about the subscription model and how companies like Salesforce, Uber, and Caterpiller are helping to make it the future of business. Top Takeaways: The subscription economy is a phrase coined to describe the idea that people don’t have to buy products anymore to meet their everyday needs or to get from Point A to Point B. MORE
Customer service can be particularly demanding during the holiday season. From November all the way through the New Year, businesses selling goods and services to consumers see a dramatic uptick in the number of people requesting help. MORE
Sure was an interesting event last week at BroadSoft Connections. I managed to get a short post here on my blog with some photos before it was over, and followed that with a more reflective writeup wearing my BCStrategies hat. MORE
Want to really step up your email survey game? Use this free guide. Sending surveys by email is one of the most popular survey distribution methods today. However, email surveys must first overcome a major inbox hurdle: getting opened. MORE
Getting your first shot at a leadership position can be tough. A few Customer Service Tip of the Week subscribers have recently asked me for advice on getting promoted. MORE
How to use vanity phone numbers for successful advertising. Radio and television channels were once considered a staple of every business that wanted to get the word out about who they were and what they did. MORE
Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations. MORE
For many retail companies and other businesses, the fourth quarter is the most stressful time of year. During this hectic time, many customers are unsatisfied with their purchases. This causes an increase in calls made to customer support to resolve their issues. MORE
Call recording systems have been around for decades and their utility is proven. The same goes for agent screen recording systems, although you may not know it. MORE
By Sean Hawkins Providing excellent service to customers is not as hard as we make it seem. However, it takes commitment, diligence and lots of effort to do it well. In simplest form, excellent service is the result of treating customers with courtesy and respect. MORE
Call Center Coach
NOVEMBER 19, 2018
Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations.
Contact Center Pipeline
NOVEMBER 20, 2018
Centers all bear the same types of costs to conduct their operations, whether they’re attributed to the contact center budget or to that of IT or other parts of the organization.
Beyond Philosophy
NOVEMBER 15, 2018
I just bought a new Mont Blanc pen. I like writing with it. I have a couple more, too; one is a pencil, and the other is a rollerball-type. However, the reality is, I sometimes look at my fancy pen and think, “It’s writing; I could write this stuff with a Bic or a regular pencil.”.
GetFeedback
NOVEMBER 20, 2018
Want happy, loyal customers? That makes all of us. But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done.
Advertisement
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.
Myra Golden Media
NOVEMBER 15, 2018
One of the goals for my customer service training in Cerritos, California yesterday was to help employees follow-up with colleagues, to close the loop so that everybody was up to date on what’s being done to fix issues for customers. I designed a short lecture and a small group discussion to address this. And then, three hours before my flight, I scratched the entire section.
ShepHyken
NOVEMBER 14, 2018
As most of you (hopefully know), my latest book, The Convenience Revolution , is all about making the customer experience as frictionless as possible.
|
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
|
|
Contact Center Pipeline
NOVEMBER 15, 2018
Holiday spending and the quickly evolving ways people buy and sell things was on my mind on a recent trip that took me through Shanghai. In China, there are two prominent apps used by companies and consumers.
GetFeedback
NOVEMBER 20, 2018
Whether you’re expecting 50 or 50,000, planning and executing an event takes major time and money. Companies willing to make that kind of investment expect great results, and conference/event surveys help them deliver.
360Connext
NOVEMBER 16, 2018
It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change for a long time is the need to reduce customer effort.
ShepHyken
NOVEMBER 16, 2018
This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. As we all know, nowadays, consumer behavior is prejudiced by various aspects.
Advertisement
Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.
OrecX
NOVEMBER 19, 2018
Call recording systems have been around for decades and their utility is proven. The same goes for agent screen recording systems, although you may not know it.
Contact Center Pipeline
NOVEMBER 14, 2018
There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster, more consistent around-the-clock service and deliver higher customer satisfaction.
GetFeedback
NOVEMBER 20, 2018
Want to really step up your email survey game? Use this free guide. Sending surveys by email is one of the most popular survey distribution methods today. However, email surveys must first overcome a major inbox hurdle: getting opened.
Call Center Weekly
NOVEMBER 19, 2018
By Sean Hawkins Providing excellent service to customers is not as hard as we make it seem. However, it takes commitment, diligence and lots of effort to do it well. In simplest form, excellent service is the result of treating customers with courtesy and respect.
Advertisement
A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
ShepHyken
NOVEMBER 19, 2018
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.
Jon Arnold
NOVEMBER 19, 2018
Sure was an interesting event last week at BroadSoft Connections. I managed to get a short post here on my blog with some photos before it was over, and followed that with a more reflective writeup wearing my BCStrategies hat.
Monet Software
NOVEMBER 19, 2018
Trends are tricky things. Contact center managers will find no shortage of opinions online about “the next big thing” in business philosophy or technology. You’d be surprised how many websites promote a “hot new trend” that coincidentally requires the product they hope you’ll buy.
GetFeedback
NOVEMBER 19, 2018
The value of loyal customers can’t be overestimated—they trust your business, make more purchases, and act as brand advocates.
Advertisement
Transform your contact center to build relationships with your customers that will last a lifetime.
Toister Performance Solutions
NOVEMBER 15, 2018
Getting your first shot at a leadership position can be tough. A few Customer Service Tip of the Week subscribers have recently asked me for advice on getting promoted.
ShepHyken
NOVEMBER 20, 2018
The Subscription Economy. Why the Subscription Model is the Future and What to Do About It. Shep Hyken sat down with Tien Tzuo to talk about the subscription model and how companies like Salesforce, Uber, and Caterpiller are helping to make it the future of business. Top Takeaways: The subscription economy is a phrase coined to describe the idea that people don’t have to buy products anymore to meet their everyday needs or to get from Point A to Point B.
RapportBoost
NOVEMBER 15, 2018
By Tony Medrano and Scott Moberly. At Customer Contact Week in Austin last month, we noticed how the discussions surrounding chat training and onboarding stood out far more than in previous conferences. Good reasons exist for this. .
Call Center Pros
NOVEMBER 19, 2018
In the customer service industry, we will have to deal with an angry customer sooner or later. The stress and unpredictability of these situations are the cause of many disastrous fails. Not knowing how to deal with angry customers can culminate into giant losses for the companies involved.
Advertisement
What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
Ansafone
NOVEMBER 20, 2018
Companies are increasingly choosing to outsource functions to outside expert providers.
Toister Performance Solutions
NOVEMBER 20, 2018
Note: This post was originally published on LinkedIn. It’s a companion the another post on how to get promoted. I've heard from a number of Customer Service Tip of the Week subscribers who have recently been promoted.
Zingtree
NOVEMBER 20, 2018
Customer service can be particularly demanding during the holiday season. From November all the way through the New Year, businesses selling goods and services to consumers see a dramatic uptick in the number of people requesting help.
CallSource Insights
NOVEMBER 16, 2018
How to use vanity phone numbers for successful advertising. Radio and television channels were once considered a staple of every business that wanted to get the word out about who they were and what they did.
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.
Branch Mesenger
NOVEMBER 19, 2018
With retail’s Q4 upon us and the holiday season surging into focus this week with Thanksgiving & Black Friday, retailers across the United States are gearing up for their biggest three months of the year. Most of the headlines heading into the holidays have been about just how hot the market is.
Ansafone
NOVEMBER 19, 2018
For many retail companies and other businesses, the fourth quarter is the most stressful time of year. During this hectic time, many customers are unsatisfied with their purchases. This causes an increase in calls made to customer support to resolve their issues.
Monet Software
NOVEMBER 19, 2018
“The Customer Comes First.”. You’ll see those words next to the cash registers at mom-and-pop grocery stores, and on the desks of Fortune 500 CEOs. But your customers only receive a great experience if employees devote the time and effort to provide one.
Jon Arnold
NOVEMBER 15, 2018
Here’s my first shout-out for this webinar, happening on Tuesday, Dec. It’s based on a white paper I just completed for 8x8 , focused on educating SMBs about how the cloud can take them much further than just replacing premise-based telephony.
Advertisement
Learn 5 actions your organization can take right now to improve the customer experience.
109 
Let's personalize your content