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Be the Disney of Your Industry. Lessons from Disney to Improve Your Customer and Employee Experiences. Shep Hyken interviews Teri Yanovitch. MORE
The four major activities that must be undertaken after CES feedback is received by the company. Articles MORE
The genuine voice of your customers should be the center of your strategy. AI-powered speech analytics deliver valuable insights so that organizations can observe solid results across the enterprise. This makes for happy customers, employees, shareholders and leaders. MORE
There’s a saying: jack of all trades and master of none. The meaning behind this is that a person has knowledge of a variety of subjects and skills, but might not be an expert in any of them. MORE
What should be on my customer service job resume? I’m going to answer this in one word. Passion. MORE
The wealth of information within academia and doesn’t get used by business is amazing. I blame their naming. Academics have great information, but a terrible naming skills. . Take Hyperbolic Discounting (please!), MORE
Why Is Customer Service Language Used? This is an interesting question, as it could mean a few things. I assume what the person asking the question means by customer service is language that is thoughtful or carefully worded. There are a few dynamics to why this type of language is taught and used. MORE
In this One Win Book Review, we take a look at The 80/20 Principle by Richard Koch. Check out the video below to hear Adam’s one win that you can take away from The 80/20 Principle to improve your organization’s customer experience and customer service. About The 80/20 Principle. MORE
Cultivating a productive call center environment involves optimizing many different facets of its operations. From facility design to computer systems and software integrations, all aspects of your call center that impact its internal atmosphere can affect employee performance. MORE
Customer churn can be arduous for even the most well established of businesses. After all, lost revenue isn’t the only thing at stake. According to statistics from Small Business Trends , 65 percent of an organization’s business comes from existing customers. MORE
Why Seamless CX Matters More Than Ever. At face value, providing seamless customer service should be the goal of every contact center. With so many technologies to manage, along with rising customer expectations, this can be harder than it seems. MORE
If her life had followed an expected path, Annette Franz would have spent the past 27 years pursuing a career in veterinary medicine. But an aversion to chemistry (“my kryptonite,” she jokes) and a love of numbers, analysis and writing led her to the world of consumer research. It was a perfect fit. MORE
So you’ve taken the time to listen to customers in order to understand the experience they’re having with your brand. Articles MORE
Here we are… welcome to 2020! We have just completed the second decade of this new millennium. Change” is the best word to describe the overarching force as we kick off another new year. Change and learning go hand in hand and some lessons are deeper and more meaningful than others. MORE
Whether rigging up a home entertainment system, setting up a new printer or syncing a new smart device with its app, many consumers find it difficult to complete the product self install process. 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
I am often asked, What is the best way to develop and implement strategies to increase customer value? From a customer perspective, there are only two ways to drive business value: Customer Acquisition and Customer Retention. MORE
Learn how to use the Customer Effort Score metric, boost loyalty, and prove the ROI of your efforts. Guides MORE
When purchasing a new service or product, one of the first considerations that comes to mind is price. With price comes value, and everyone wants to maximize their value. MORE
Where AI Meets CX: The Remarkable Future for Humanizing Brands. Artificial Intelligence (AI) will transform the customer experience in many ways in the coming years. One area that we see interesting applications of AI Technology is the brand personification and social media management. MORE
Daylight Saving Time (DST) starts in spring. That’s when we have to wake up earlier because the clocks shift forward one hour. Standard Daylight Time returns everything to normal in the fall. Forecasters can use this information to build a high-performing time-of-day arrival model. MORE
This week we feature an article by Mathew Cooper, a Content Marketing Head at POS Plaza. He shares tactics to help ensure a point-of-sale system will enhance the customer experience. MORE
Next month in Melbourne, Cyara is hosting Xchange 2020 Roadshow, a premier one-day event generously sponsored by our partners and friends, including Amazon AWS , Genesys , and Cloudwave. The schedule is packed full of valuable presentations, networking, panel discussions, and demos. MORE
The business world is evolving at an unprecedented rate. Maintaining a competitive advantage in times of rapid change and transformation requires companies to stay razor-focused on their core competencies and the ability to innovate and flex with market demands. Industry Insights MORE
Events are one of the longest standing tactics that companies use to connect with current and prospective customers. Despite an increasingly digital world, most marketers still believe in-person events are the single most effective channel for achieving business goals. thought leadership MORE
While the journey toward exceptional customer service used to set leading businesses apart, today’s customers are more interested in an excellent customer experience (CX). MORE
We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. MORE
Want to engage and connect with your customers more effectively? Then listen to what Matt Gillin, the co-founder and CEO of Relay Network , has to say. I had a chance to interview Matt for my Be Amazing or Go Home TV show, and he shared specific insights on how to improve the customer experience. MORE
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. My friend, Sarah, is a baker. She's taught me that baking is all about precision. MORE
ShepHyken
FEBRUARY 26, 2020
Want to engage and connect with your customers more effectively? Then listen to what Matt Gillin, the co-founder and CEO of Relay Network , has to say. I had a chance to interview Matt for my Be Amazing or Go Home TV show, and he shared specific insights on how to improve the customer experience.
Beyond Philosophy
FEBRUARY 27, 2020
The wealth of information within academia and doesn’t get used by business is amazing. I blame their naming. Academics have great information, but a terrible naming skills. . Take Hyperbolic Discounting (please!),
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Callminer
FEBRUARY 24, 2020
Cultivating a productive call center environment involves optimizing many different facets of its operations. From facility design to computer systems and software integrations, all aspects of your call center that impact its internal atmosphere can affect employee performance.
Contact Center Pipeline
FEBRUARY 25, 2020
Daylight Saving Time (DST) starts in spring. That’s when we have to wake up earlier because the clocks shift forward one hour. Standard Daylight Time returns everything to normal in the fall. Forecasters can use this information to build a high-performing time-of-day arrival model.
Advertiser: Skilljar
Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.
TechSee
FEBRUARY 25, 2020
Whether rigging up a home entertainment system, setting up a new printer or syncing a new smart device with its app, many consumers find it difficult to complete the product self install process.
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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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Tethr
FEBRUARY 24, 2020
While the journey toward exceptional customer service used to set leading businesses apart, today’s customers are more interested in an excellent customer experience (CX).
Beyond Philosophy
FEBRUARY 21, 2020
Where AI Meets CX: The Remarkable Future for Humanizing Brands. Artificial Intelligence (AI) will transform the customer experience in many ways in the coming years. One area that we see interesting applications of AI Technology is the brand personification and social media management.
Contact Center Pipeline
FEBRUARY 26, 2020
If her life had followed an expected path, Annette Franz would have spent the past 27 years pursuing a career in veterinary medicine. But an aversion to chemistry (“my kryptonite,” she jokes) and a love of numbers, analysis and writing led her to the world of consumer research. It was a perfect fit.
Customers That Stick
FEBRUARY 27, 2020
In this One Win Book Review, we take a look at The 80/20 Principle by Richard Koch. Check out the video below to hear Adam’s one win that you can take away from The 80/20 Principle to improve your organization’s customer experience and customer service. About The 80/20 Principle.
Advertiser: Skilljar
A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar 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.
ShepHyken
FEBRUARY 21, 2020
This week we feature an article by Mathew Cooper, a Content Marketing Head at POS Plaza. He shares tactics to help ensure a point-of-sale system will enhance the customer experience.
GetFeedback
FEBRUARY 27, 2020
So you’ve taken the time to listen to customers in order to understand the experience they’re having with your brand. Articles
Beyond Philosophy
FEBRUARY 20, 2020
We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms.
Contact Center Pipeline
FEBRUARY 20, 2020
Here we are… welcome to 2020! We have just completed the second decade of this new millennium. Change” is the best word to describe the overarching force as we kick off another new year. Change and learning go hand in hand and some lessons are deeper and more meaningful than others.
Advertiser: Skilljar
As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.
Ambs Call Center
FEBRUARY 26, 2020
When purchasing a new service or product, one of the first considerations that comes to mind is price. With price comes value, and everyone wants to maximize their value.
ShepHyken
FEBRUARY 24, 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.
Genroe
FEBRUARY 24, 2020
I am often asked, What is the best way to develop and implement strategies to increase customer value? From a customer perspective, there are only two ways to drive business value: Customer Acquisition and Customer Retention.
GetFeedback
FEBRUARY 26, 2020
The four major activities that must be undertaken after CES feedback is received by the company. Articles
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Transform your contact center to build relationships with your customers that will last a lifetime.
Upstream Works
FEBRUARY 26, 2020
Why Seamless CX Matters More Than Ever. At face value, providing seamless customer service should be the goal of every contact center. With so many technologies to manage, along with rising customer expectations, this can be harder than it seems.
Customers That Stick
FEBRUARY 26, 2020
Why Is Customer Service Language Used? This is an interesting question, as it could mean a few things. I assume what the person asking the question means by customer service is language that is thoughtful or carefully worded. There are a few dynamics to why this type of language is taught and used.
Cyara
FEBRUARY 27, 2020
Next month in Melbourne, Cyara is hosting Xchange 2020 Roadshow, a premier one-day event generously sponsored by our partners and friends, including Amazon AWS , Genesys , and Cloudwave. The schedule is packed full of valuable presentations, networking, panel discussions, and demos.
CustomerServ
FEBRUARY 25, 2020
The business world is evolving at an unprecedented rate. Maintaining a competitive advantage in times of rapid change and transformation requires companies to stay razor-focused on their core competencies and the ability to innovate and flex with market demands. Industry Insights
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Learn 5 actions your organization can take right now to improve the customer experience.
GetFeedback
FEBRUARY 25, 2020
Learn how to use the Customer Effort Score metric, boost loyalty, and prove the ROI of your efforts. Guides
Tethr
FEBRUARY 20, 2020
The genuine voice of your customers should be the center of your strategy. AI-powered speech analytics deliver valuable insights so that organizations can observe solid results across the enterprise. This makes for happy customers, employees, shareholders and leaders.
Guru
FEBRUARY 27, 2020
Events are one of the longest standing tactics that companies use to connect with current and prospective customers. Despite an increasingly digital world, most marketers still believe in-person events are the single most effective channel for achieving business goals. thought leadership
Toister Performance Solutions
FEBRUARY 27, 2020
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. My friend, Sarah, is a baker. She's taught me that baking is all about precision.
Speaker: Matt Laurenceau, Head of BMC Communities
Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.
UJET
FEBRUARY 24, 2020
There’s a saying: jack of all trades and master of none. The meaning behind this is that a person has knowledge of a variety of subjects and skills, but might not be an expert in any of them.
Customers That Stick
FEBRUARY 21, 2020
What should be on my customer service job resume? I’m going to answer this in one word. Passion.
Tethr
FEBRUARY 26, 2020
Customer churn can be arduous for even the most well established of businesses. After all, lost revenue isn’t the only thing at stake. According to statistics from Small Business Trends , 65 percent of an organization’s business comes from existing customers.
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