Expert insights. Personalized for you.
You made it. Your team made it. Another holiday season is behind you. MORE
Ensure the Bot Is a Reflection of Your Brand. Most will agree that chatbots should not be used at the expense of a delightful user experience. MORE
As a customer experience expert and customer service trainer, I often get questions about the state of customer service, about different customer service techniques and strategies, and about the future of experience. That’s why we started our new series: Ask the Customer Service Trainer. MORE
This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). MORE
About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. MORE
For those of us who live and breathe interpreting services, it can be difficult for us to imagine that there are still a lot of people out there who don’t know a whole lot about what we do. MORE
Peter Lavers has been named as a top blogger in the realm of Customer Service. The list has been created by Fonolo , who provide call-back solutions for contact centres. MORE
If you’re in a bootstrapping startup or similar business position, it could be time to consider using a lightweight phone plan if you haven’t already. Perhaps you use your personal smartphone as your business contact. Or maybe you don’t have a phone contact at all. MORE
We just completed our fifth annual survey and had 275 participants chime in on their top three challenges and priorities. MORE
When customers succeed using your product, your enterprise succeeds. To accomplish that, you need a well-structured customer success team with clearly defined roles within the company. MORE
In his second blog written as part of the SAS UK Collaborators programme reviewing the SAS / Futurum “Experience 2030” report , Peter Lavers digs deeper into the question regarding what will drive customer loyalty in the future (up to 2030). MORE
According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Think about that for a moment—that’s a staggeringly high number. If 50 people work in your contact center, that’s like saying only 6.5 of them actually care about what’s going on in your business. MORE
Simple is Transformative in the Customer Experience. Revolutionizing Communication So It’s Personalized, Secure, and Effortless. Shep Hyken interviews Matt Gillin. They discuss the secrets of driving customer loyalty and a good customer experience (CX). MORE
Satisfaction is practical. Delight is emotional. That is the big difference in the customer delight vs customer satisfaction divide. One achieves what was expected, the other delivers additional value. MORE
1 in 4 Will Lose Their Job in 2020. At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. While we find this prediction grim, we do not disagree. We believe that this reality has been on the horizon for some time now. 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. What Does it Take to Lose a Customer? by Anthony Cusumano. MORE
Parental leave is a great way to set a stretch goal for a person that otherwise might not have gotten the opportunity. So you’re expecting or have gotten to adopt a little one? Parenthood is one of the best, though most exhausting things, that I have ever done. MORE
The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. MORE
Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. MORE
ChurnZero Leverages LinkedIn Sales Navigator’s “Data Validation” to Improve Customer Data . New feature mitigates churn risk by flagging customer job changes. . MORE
This week we feature an article by Bill Cates, author of Beyond Referrals , Radical Relevance , and the founder of The Cates Academy for Relationship Marketing. He shares an example of how one company was able to flourish during the Great Recession. MORE
To blend or not to blend—that is the question for today’s call centers. Blended agent assignments have been a staple of the contact center since the advent of automated call distribution (ACD) systems. MORE
One of the prominent reasons we created our new VirtualPBX Minute Plans is to give you an affordable way to forward calls to your cell phone. Minute plans start at only $9.99 MORE
In this One Win Book Review, we take a look at The Relationship Economy by John DiJulius. Check out the video below to hear Adam’s one win that you can take away from The Relationship Economy to improve your organization’s customer experience and customer service. MORE
One of our Shepard Letter subscribers, Tom Korff, wrote in with an important question: how should customer support agents handle callers who are threatening to harm themselves and/or others? This is a serious topic. MORE
January typically is a month to forecast trends, and we believe customer retention will be an important one. Of course, this isn't a new strategy. But we see increasingly more organisations move their focus from aggressive acquisition investments to retention management. MORE
Do you have an interesting story to share regarding customer experience and/or sales success? Are you an outstanding storyteller and possess an innovative spirit? Are you keen on taking the reality of customer support to the next level? MORE
ShepHyken
JANUARY 17, 2020
This week we feature an article by Bill Cates, author of Beyond Referrals , Radical Relevance , and the founder of The Cates Academy for Relationship Marketing. He shares an example of how one company was able to flourish during the Great Recession.
Beyond Philosophy
JANUARY 17, 2020
1 in 4 Will Lose Their Job in 2020. At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. While we find this prediction grim, we do not disagree. We believe that this reality has been on the horizon for some time now.
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Contact Center Pipeline
JANUARY 16, 2020
You made it. Your team made it. Another holiday season is behind you.
Peter Lavers
JANUARY 15, 2020
Peter Lavers has been named as a top blogger in the realm of Customer Service. The list has been created by Fonolo , who provide call-back solutions for contact centres.
Speaker: Vanilla Forums
Is your community program up to the standards of 2020? Save your seat for this webinar series, and don't miss your chance hear from five of Vanilla Forums' community experts as they respond to your pressing questions and dive into some of the biggest community trends identified for 2020!
TechSee
JANUARY 14, 2020
The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020.
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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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Contact Center Pipeline
JANUARY 15, 2020
We just completed our fifth annual survey and had 275 participants chime in on their top three challenges and priorities.
Peter Lavers
JANUARY 13, 2020
In his second blog written as part of the SAS UK Collaborators programme reviewing the SAS / Futurum “Experience 2030” report , Peter Lavers digs deeper into the question regarding what will drive customer loyalty in the future (up to 2030).
Upstream Works
JANUARY 16, 2020
This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI).
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.
ShepHyken
JANUARY 14, 2020
Simple is Transformative in the Customer Experience. Revolutionizing Communication So It’s Personalized, Secure, and Effortless. Shep Hyken interviews Matt Gillin. They discuss the secrets of driving customer loyalty and a good customer experience (CX).
Customers That Stick
JANUARY 16, 2020
In this One Win Book Review, we take a look at The Relationship Economy by John DiJulius. Check out the video below to hear Adam’s one win that you can take away from The Relationship Economy to improve your organization’s customer experience and customer service.
Contact Center Pipeline
JANUARY 14, 2020
According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Think about that for a moment—that’s a staggeringly high number. If 50 people work in your contact center, that’s like saying only 6.5 of them actually care about what’s going on in your business.
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.
Hello Customer
JANUARY 16, 2020
January typically is a month to forecast trends, and we believe customer retention will be an important one. Of course, this isn't a new strategy. But we see increasingly more organisations move their focus from aggressive acquisition investments to retention management.
ShepHyken
JANUARY 13, 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. What Does it Take to Lose a Customer? by Anthony Cusumano.
Customers That Stick
JANUARY 15, 2020
As a customer experience expert and customer service trainer, I often get questions about the state of customer service, about different customer service techniques and strategies, and about the future of experience. That’s why we started our new series: Ask the Customer Service Trainer.
Talkdesk
JANUARY 15, 2020
Do you have an interesting story to share regarding customer experience and/or sales success? Are you an outstanding storyteller and possess an innovative spirit? Are you keen on taking the reality of customer support to the next level?
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.
Monet Software
JANUARY 16, 2020
To blend or not to blend—that is the question for today’s call centers. Blended agent assignments have been a staple of the contact center since the advent of automated call distribution (ACD) systems.
Totango
JANUARY 14, 2020
When customers succeed using your product, your enterprise succeeds. To accomplish that, you need a well-structured customer success team with clearly defined roles within the company.
Fonolo
JANUARY 14, 2020
Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today.
VirtualPBX
JANUARY 14, 2020
One of the prominent reasons we created our new VirtualPBX Minute Plans is to give you an affordable way to forward calls to your cell phone. Minute plans start at only $9.99
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Transform your contact center to build relationships with your customers that will last a lifetime.
GetFeedback
JANUARY 12, 2020
About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”.
Nicereply
JANUARY 13, 2020
Parental leave is a great way to set a stretch goal for a person that otherwise might not have gotten the opportunity. So you’re expecting or have gotten to adopt a little one? Parenthood is one of the best, though most exhausting things, that I have ever done.
Totango
JANUARY 16, 2020
Satisfaction is practical. Delight is emotional. That is the big difference in the customer delight vs customer satisfaction divide. One achieves what was expected, the other delivers additional value.
Certified Languages International
JANUARY 13, 2020
For those of us who live and breathe interpreting services, it can be difficult for us to imagine that there are still a lot of people out there who don’t know a whole lot about what we do.
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Learn 5 actions your organization can take right now to improve the customer experience.
VirtualPBX
JANUARY 15, 2020
If you’re in a bootstrapping startup or similar business position, it could be time to consider using a lightweight phone plan if you haven’t already. Perhaps you use your personal smartphone as your business contact. Or maybe you don’t have a phone contact at all.
ChurnZero
JANUARY 14, 2020
ChurnZero Leverages LinkedIn Sales Navigator’s “Data Validation” to Improve Customer Data . New feature mitigates churn risk by flagging customer job changes. .
Talkdesk
JANUARY 13, 2020
Ensure the Bot Is a Reflection of Your Brand. Most will agree that chatbots should not be used at the expense of a delightful user experience.
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