INDUSTRY INSIGHTS YOUR PEERS ARE READING
ZOOM recently refreshed our tagline. Marketing Product Management Software Engineering Customer Satisfaction News & Events inside zoom Sales IT Business MORE
With nearly 300 participants, Strategic Contact and Contact Center Pipeline proudly report the findings from our fourth annual Challenges and Priorities Survey. Here are a few highlights to whet your appetite. MORE
Customers most dislike being kept on hold and appreciate an efficient resolution to their issue when calling businesses, according to a new survey from Clutch , a B2B research, ratings, and reviews firm in Washington, D.C. Team Abby Customer Service MORE
Organizations cannot afford to be operationally driven. A Customer Experience focus is a necessity of survival in today’s hyper-competitive and disrupted retail market. That said, not every organization realizes this fact yet, which I find disappointing. MORE
We often discuss the Intuitive and Rational System and how they work together to help customers make decisions. The Intuitive System is automatic and emotional, and the Rational System is deliberate and logical. MORE
The contact center environment can be hectic—you probably have don’t have much time or patience for a third-party outsourcer telling you how to “transform” your call center operations. Right? You’re thinking: “Give me a break. I’m hard-pressed just to staff the third shift, much less transform it.” 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
This week we feature an article by Heather Hamilton who shares why investing in a point of sale (POS) system can empower your staff and improve the employee experience. – Shep Hyken. Investing in a point of sale (POS) system is a game changer for your retail business. MORE
This week we feature an article by Stacy Sherman who reminds us that brands must not compete on price alone and shares a great story to illustrate this point from Stacy’s Pita Chips. – Shep Hyken. MORE
When your customer furiously tears in, not letting you pinch in so much as “um hmmm,” regain control using the Snatch and Flip technique. Here’s what you do. Listen (Try to be fully present, listening without annoyance.). Identify the subject that has hacked the customer off. MORE
I had just crawled into bed, exhausted after a long day. My four-month-old puppy tried to get comfortable in her crate next to me. She was still getting used to her new home and was full of pent-up energy. The torrential rain we'd experienced that day didn't help and she had worn me out. Plop. MORE
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Leading contact center and customer experience consultancy, The Taylor Reach Group, Inc., has announced that it has been contracted to perform site selection services for a new contact center for a world-leading financial management firm. MORE
Are Rating Systems Skewed? How to Get the Most Out of Your Customer Feedback. Shep Hyken interviews Martha Brooke. They discuss common rating systems implemented by many companies, the faults and flaws of these systems, and ways to improve the feedback process overall. MORE
Net Promoter Score (NPS) is a method to assess customer loyalty , and many businesses today consider it to be an important metric. But NPS is far more useful than just a number on a page. In fact, your NPS score is just the beginning. What truly matters is what you do with your NPS survey results. MORE
When it comes to taking care of customers, sometimes people go a little further than expected. When asked why, they often say, “It was the right thing to do.” There’s no incentive other than the desire to care for someone else. In a sense, that is what customer service is about. MORE
. Written by Garry Schultz . Hafeez’s cartoon is fashioned on a Like all Goldberg machines, if you take the time to follow the flow, it does work. MORE
Whether you’re heading to a new restaurant on the other side of town or taking a road trip across the country, a GPS helps get you there. Gone are the days of combing through maps, taking notes and picking what you think is the best route—only to be blindsided by traffic delays and detours. MORE
Are You Listening to the Canaries in Your Customer Experience Coal Mine? By: Colin Taylor. MORE
What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? I was delighted to be invited by IBM Watson to Think 2019 in my role as an IBM Futurist. MORE
SimplePractice is a top-reviewed practice management platform, made for small business owners in the health and wellness space. We sat down with Laura Teichmiller , Knowledge Systems Manager, to talk about how she created a knowledge-centric culture at SimplePractice. MORE
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Interested in learning more about your customers so you can improve products, enhance customer experience , and ultimately drive growth? It’s time to implement a Net Promoter Score (NPS) program. Net Promoter Score is a trusted measure of customer loyalty. MORE
Want a FREE PASS to 2019 PACE Atlanta? NobelBiz® is providing those that submit a meeting request form to discuss our Contact Center Solutions at the 2019 PACE Atlanta event a FREE pass. MORE
Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Dimension Data recently released their latest Customer Experience report. MORE
Customers’ life and its importance, both are the concept and estimation. This is core and customer value is about to optimize all communication and conversation. This is all to generate an interacted customer relationship. This is drives in customer retention or repeats purchases. MORE
Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. MORE
Step up to the firing line! Ready, fire, aim… whoops! Isn’t it “ready, aim, fire”? Well, traditionally speaking, yes. MORE
With marketing analytics and strategy, this is another approach to a chatbot. They remain to improve and to get the latest feature. These are making the best for companies’ use. They are fascinating to customer besides experimenting with them. They are working in the best way. MORE
While celebrating my daughter’s 20th birthday at a local steak restaurant – yes, the chicken finger & fries meals are a thing of the past, I was reminded that great service and experience doesn’t happen by accident. MORE
Over the few years the rise of social media. The following climbs of social media are always in hand and mobile devices. But the generational workforce and customer has been making extraordinary waves in customer service. MORE
Peter Lavers
FEBRUARY 21, 2019
What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? I was delighted to be invited by IBM Watson to Think 2019 in my role as an IBM Futurist.
Beyond Philosophy
FEBRUARY 19, 2019
Organizations cannot afford to be operationally driven. A Customer Experience focus is a necessity of survival in today’s hyper-competitive and disrupted retail market. That said, not every organization realizes this fact yet, which I find disappointing.
Contact Center Pipeline
FEBRUARY 19, 2019
The contact center environment can be hectic—you probably have don’t have much time or patience for a third-party outsourcer telling you how to “transform” your call center operations. Right? You’re thinking: “Give me a break. I’m hard-pressed just to staff the third shift, much less transform it.”
Myra Golden Media
FEBRUARY 15, 2019
When your customer furiously tears in, not letting you pinch in so much as “um hmmm,” regain control using the Snatch and Flip technique. Here’s what you do. Listen (Try to be fully present, listening without annoyance.). Identify the subject that has hacked the customer off.
Advertiser: Interactions LLC
As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.
ShepHyken
FEBRUARY 20, 2019
When it comes to taking care of customers, sometimes people go a little further than expected. When asked why, they often say, “It was the right thing to do.” There’s no incentive other than the desire to care for someone else. In a sense, that is what customer service is about.
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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
FEBRUARY 20, 2019
Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Dimension Data recently released their latest Customer Experience report.
Contact Center Pipeline
FEBRUARY 21, 2019
With nearly 300 participants, Strategic Contact and Contact Center Pipeline proudly report the findings from our fourth annual Challenges and Priorities Survey. Here are a few highlights to whet your appetite.
GetFeedback
FEBRUARY 15, 2019
Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn.
Toister Performance Solutions
FEBRUARY 19, 2019
I had just crawled into bed, exhausted after a long day. My four-month-old puppy tried to get comfortable in her crate next to me. She was still getting used to her new home and was full of pent-up energy. The torrential rain we'd experienced that day didn't help and she had worn me out. Plop.
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Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.
ShepHyken
FEBRUARY 22, 2019
This week we feature an article by Stacy Sherman who reminds us that brands must not compete on price alone and shares a great story to illustrate this point from Stacy’s Pita Chips. – Shep Hyken.
Zoom International
FEBRUARY 22, 2019
ZOOM recently refreshed our tagline. Marketing Product Management Software Engineering Customer Satisfaction News & Events inside zoom Sales IT Business
Contact Center Pipeline
FEBRUARY 20, 2019
Step up to the firing line! Ready, fire, aim… whoops! Isn’t it “ready, aim, fire”? Well, traditionally speaking, yes.
GetFeedback
FEBRUARY 18, 2019
Net Promoter Score (NPS) is a method to assess customer loyalty , and many businesses today consider it to be an important metric. But NPS is far more useful than just a number on a page. In fact, your NPS score is just the beginning. What truly matters is what you do with your NPS survey results.
Advertisement
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.
Taylor Reach Group
FEBRUARY 15, 2019
Leading contact center and customer experience consultancy, The Taylor Reach Group, Inc., has announced that it has been contracted to perform site selection services for a new contact center for a world-leading financial management firm.
ShepHyken
FEBRUARY 19, 2019
Are Rating Systems Skewed? How to Get the Most Out of Your Customer Feedback. Shep Hyken interviews Martha Brooke. They discuss common rating systems implemented by many companies, the faults and flaws of these systems, and ways to improve the feedback process overall.
Dialer 360
FEBRUARY 22, 2019
With marketing analytics and strategy, this is another approach to a chatbot. They remain to improve and to get the latest feature. These are making the best for companies’ use. They are fascinating to customer besides experimenting with them. They are working in the best way.
Guru
FEBRUARY 22, 2019
SimplePractice is a top-reviewed practice management platform, made for small business owners in the health and wellness space. We sat down with Laura Teichmiller , Knowledge Systems Manager, to talk about how she created a knowledge-centric culture at SimplePractice.
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.
Abby Connect Virtual Receptionists
FEBRUARY 20, 2019
Customers most dislike being kept on hold and appreciate an efficient resolution to their issue when calling businesses, according to a new survey from Clutch , a B2B research, ratings, and reviews firm in Washington, D.C. Team Abby Customer Service
Taylor Reach Group
FEBRUARY 19, 2019
Are You Listening to the Canaries in Your Customer Experience Coal Mine? By: Colin Taylor.
ShepHyken
FEBRUARY 15, 2019
This week we feature an article by Heather Hamilton who shares why investing in a point of sale (POS) system can empower your staff and improve the employee experience. – Shep Hyken. Investing in a point of sale (POS) system is a game changer for your retail business.
Dialer 360
FEBRUARY 22, 2019
Over the few years the rise of social media. The following climbs of social media are always in hand and mobile devices. But the generational workforce and customer has been making extraordinary waves in customer service.
Advertisement
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.
GetFeedback
FEBRUARY 15, 2019
Interested in learning more about your customers so you can improve products, enhance customer experience , and ultimately drive growth? It’s time to implement a Net Promoter Score (NPS) program. Net Promoter Score is a trusted measure of customer loyalty.
Steve DiGioia
FEBRUARY 18, 2019
While celebrating my daughter’s 20th birthday at a local steak restaurant – yes, the chicken finger & fries meals are a thing of the past, I was reminded that great service and experience doesn’t happen by accident.
Taylor Reach Group
FEBRUARY 22, 2019
. Written by Garry Schultz . Hafeez’s cartoon is fashioned on a Like all Goldberg machines, if you take the time to follow the flow, it does work.
ShepHyken
FEBRUARY 18, 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.
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.
Dialer 360
FEBRUARY 22, 2019
Customers’ life and its importance, both are the concept and estimation. This is core and customer value is about to optimize all communication and conversation. This is all to generate an interacted customer relationship. This is drives in customer retention or repeats purchases.
NobelBiz
FEBRUARY 15, 2019
Want a FREE PASS to 2019 PACE Atlanta? NobelBiz® is providing those that submit a meeting request form to discuss our Contact Center Solutions at the 2019 PACE Atlanta event a FREE pass.
8x8
FEBRUARY 21, 2019
Whether you’re heading to a new restaurant on the other side of town or taking a road trip across the country, a GPS helps get you there. Gone are the days of combing through maps, taking notes and picking what you think is the best route—only to be blindsided by traffic delays and detours.
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