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Guest Post: How to Enhance Customer Experience Through Change

ShepHyken

AUGUST 21, 2020

This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. MORE

Customer Experience Government Feedback Management 511

Fix the Biggest "Leaks" In Your Customer Experience

Envision

DECEMBER 13, 2017

Recently I ordered a product online. The experience was safe, easy, price competitive and the item wa s de livered right to my door step. It occurred to me how many things had to go right to create this great custo mer experi ence. Their website had to function well in various browsers. Their payment portal had to work properly. They needed to have my item in stock and be able to ship it by the promised date. MORE

Customer Experience Coaching Analytics Contact Center 65

Small Improvements in Customer Service Create Big Wins

ShepHyken

JANUARY 20, 2021

Little successes added together make for large success down the road. Small successes add up. To put it in baseball terms, you don’t need to hit a home run every time it’s your turn at bat. MORE

Journey mapping Customer Service Customer Experience 278

Four Signs that Your Patient Access Team Needs WFO

Envision

NOVEMBER 18, 2016

Patient access teams and contact center agents have more in common than some think. Both represent the front line of customer service; interact with customers at multiple touchpoints of their experiences; and, most importantly, both require mission-critical technology that supports their core functions and priority objectives MORE

Contact Center Technology Customer Service 59

25 Call Center Technology Trends to Watch in 2021

Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. MORE

Call Center Technology Banking Real estate 182

To Master the CX, You Must Harness the Power of Personalization

Envision

FEBRUARY 17, 2017

Since the beginning of time, one thing has remained the same when it comes to consumerism: we naturally gravitate towards personalized products and services. It’s why most of us would rather buy a shirt with a logo or design, verses a generic tee. It’s why some of us would even go so far as to have a shirt custom made if we can’t find what we’re specifically looking for. customer experience MORE

Personalization Customer Experience 61

Sorry to Say, but the CX Was Never What You Thought It Was

Envision

JANUARY 6, 2017

There’s no denying that every business today, regardless of size or industry, is driven by two simple words: customer experience MORE

Customer Experience 69

It’s Time to Redefine the Meaning of “Jack of All Trades”

Envision

MAY 19, 2017

As children, we’re asked by our teachers and parents what we want to be when we grow up. As adults, however, we know the answer to this question isn’t so easy—especially in today’s working world, where it’s common for employees to wear multiple hats and balance interdepartmental responsibilities. Just consider the evolving relationship between sales and marketing, where roles and dependencies are progressively converging MORE

Sales Marketing 61

The ER Strategy 2.0: Small Improvements Add Up

ShepHyken

FEBRUARY 17, 2021

Not long ago I wrote about how small improvements can make a big difference. Even just a 1% improvement can make an impact. MORE

Customer Service Customer Experience 206

Guest Post: Improving Employee Experience for Your Customer Service Team

ShepHyken

FEBRUARY 19, 2021

This week we feature an article from Emily Lavin, Content & Social Executive at Oak Engage. She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team? MORE

Customer Service Employee engagement Morale Feedback 239

Three Ways to Promote Transparency and Trust in the Contact Center (Part 2)

Envision

SEPTEMBER 22, 2016

Every business leader should tell you that honesty and integrity is vital for success. In Part 1 of this series, we explored how contact center managers can promote a culture of transparency and trust via quality monitoring. Now, let’s take a look at how managers can promote this culture internally by embracing openness, honesty and truthfulness with agents MORE

Management Contact Center 70

How to Disrupt Your Competition

ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. When your customers can buy what you sell from others, that’s called competition. That also makes it a commodity. MORE

Automotive Customer Service Customer Experience Management 1231

Make coaching in a timely manner a New Year's Resolution

Envision

JANUARY 7, 2019

Many contact centers have a goal of completing a number of quality evaluations per agent per month. What is less often talked about is the timeliness of those evaluations and how long after a call agents typically receive feedback. agent performance agent coaching contact centers call center WFO quality assurance coach Quality monitoring MORE

Coaching Feedback Contact Center Call Center 56

Three Ways to Promote Transparency and Trust in the Contact Center (Part 3)

Envision

OCTOBER 6, 2016

If you’re just checking in now, Parts 1 and 2 of this series explore specific areas where contact center managers can embrace openness and honesty with customers and employees. Companies looking to foster a culture of transparency and trust, however, cannot overlook the most important area of business they must be honest about: finances MORE

Finance Management Contact Center 64

Coaching Millennials: Different or Back to the Basics?

Envision

OCTOBER 28, 2016

Ask any business owner and they’ll agree that the millennial generation (born between 1980 and 2000) is challenging organizations to redefine their values, internal processes, retention strategies and more. Unlike former generations (Gen X, Baby Boomers), this group tends to care less about income and more about organizational transparency; less about benefits and more about buy-in; less about PTO and more about work-life balance MORE

Coaching 61

Shep’s 2021 Top 10 Business Predictions

ShepHyken

JANUARY 6, 2021

Every year I write my customer service and customer experience (CX) predictions in my Forbes.com column. This year, I thought I would share a brief version of them with our Shepard Letter subscribers. So, here are my Top 10 Predictions for 2021: Customers continue to get smarter. MORE

Chatbots Surveys Self service Customer Service 295

Reducing Friction Makes You Money

ShepHyken

FEBRUARY 24, 2021

Reducing friction is all about creating an easier experience for the customer. In my book, The Convenience Revolution , I identify six ways to create convenience. The first, reducing friction, is tied to all five other principles. MORE

Technology Customer Service Customer Experience 226

How Important Is Customer Loyalty?

Envision

FEBRUARY 7, 2019

Today’s best-in-class organizations know that delivering world-class customer service is no longer a value-add, but a must. After all, it’s impossible for a company to survive without its customers. Still, some believe that great service is just too costly, so they do the bare minimum. But, what these businesses fail to understand is that poor customer service actually costs more. How much more exactly? MORE

Customer Service Coaching Contact Center Call Center 77

Gamification and Quality Monitoring: A Winning Combination

Envision

AUGUST 5, 2016

Designed to engage, encourage social connections and maximize attention levels, video games have a certain special appeal. Filled with attractive graphics, challenging levels and exciting storylines, it can be difficult to put a controller down once you’ve started playing MORE

Gamification 61

Three Reasons Why You Should NOT Renew Your WFO Software License

Envision

AUGUST 19, 2016

Since the advent of the cloud, there has been an ongoing battle between software licensing and Software as a Service (SaaS). The former involves a company signing a licensing contract that permits them to operate a physical piece of software onsite at their location. Meanwhile, the latter involves no physical software product and no licensing contract; rather, the product is available to the company on the cloud as a platform that is hosted by a third-party SaaS provider MORE

SaaS 61

Three Ways to Promote Transparency and Trust in the Contact Center (Part 1)

Envision

SEPTEMBER 9, 2016

We’ve all heard the age-old saying, “Honesty is the best policy.” We live in a world, however, where the truth is that honesty isn’t always promoted. Just consider the U.S. presidential candidates this election season. FBI director James Comey deemed Democratic candidate Hillary Clinton “extremely careless” in the way she handled classified information on a private email server as secretary of state. MORE

Contact Center 66

The Importance of Creating a Complete Business Continuity Plan for Contact Centers

CCNG

FEBRUARY 22, 2021

David Reed talks with members about Business Continuity Planning sharing insights from his time running Orlando call centers with Walt Disney World r prior to Y2K. He was asked to lead the team that developed Walt Disney World’s overall business continuity plan in preparation for Y2K. MORE

CCNG Contact Center CRM Call Center 195

Amazing Business Radio: Rafi Glantz

ShepHyken

FEBRUARY 23, 2021

Delivering an All-Inclusive Online CX. How Web Accessibility Creates a Better Customer Experience for Everyone. Shep Hyken interviews Rafi Glantz, Strategic Partnerships Manager of accessiBe. They discuss what web accessibility means and why it’s important for businesses to be more accessible. MORE

Morale Advertising Surveys Technology 266

5 Top Customer Service Articles For the Week of February 22, 2021

ShepHyken

FEBRUARY 22, 2021

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. Carole McCluskey: Create Memories That Count by SMG Events. MORE

Customer Service Construction Customer centricity Customer Experience 239

Be a Goldfish

ShepHyken

JANUARY 27, 2021

I was recently asked what three traits I think are most important for someone in customer service to have. I’d like to broaden the topic to anyone dealing with someone else’s problem or question, be it a customer or another person inside the organization, also known as an inside customer. MORE

Coaching Customer Support Customer Service Marketing 255

Unstructured Conversations In a Structured World

Envision

JUNE 14, 2018

Is your Quality Monitoring program the right fit for the Knowledge Workers in your contact center? With advances in technology, previously disparate teams of Knowledge Workers are now often working together as part of a contact center that was traditionally comprised of the Task Worker. agent coaching agent performance contact centers call center quality assurance WFO coach Quality monitoring MORE

Technology Coaching Contact Center Call Center 72

Guest Post: How to Use the Customer Journey to Create an Engaging Affiliate Marketing Strategy

ShepHyken

FEBRUARY 26, 2021

This week we feature an article from Jyothi Tulasi, Outreach SEO Specialist at SmartKarrot Inc. She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Developing an affiliate marketing strategy comprises multiple aspects. MORE

Marketing Journey mapping Upselling Advertising 207

A Realistically Optimistic 2021

ShepHyken

DECEMBER 30, 2020

As we close out the year, I thought I’d break from the traditional customer service and experience topics and get a little personal – maybe even a little motivational. I’m very optimistic about the future. But the word very doesn’t mean I’m overly optimistic. There’s a difference. MORE

Finance Customer Service Personalization Management 279

Reviews Completed on Your Phone Are More Emotional

Beyond Philosophy

AUGUST 20, 2020

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. MORE

Marketing Transportation Surveys Advertising 625

Is Proactive Customer Service The New Norm?

Envision

JANUARY 22, 2019

I've recently purchased a new software application for my business. The tool has been helpful in making our team and myself more productive. There is of course a bit of a learning curve and a few areas where I've struggled to figure things out but not enough to contact the provider’s help desk or customer service line. agent performance agent coaching contact centers call center WFO quality assurance coach Quality monitoring MORE

Customer Service Coaching Contact Center Call Center 65

A Boring Customer Service Experience—That’s What Our Customers Want

ShepHyken

JULY 29, 2020

Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with. MORE

Customer Service Customer Experience Feedback Marketing 496

You shouldn’t have said that!  You shouldn’t have done that!

Envision

AUGUST 14, 2017

Have you ever had a coach or manager offer such helpful, or not so helpful, advice? Did it make you want to jump right in to the conversation and ask for guidance or did you, as most of us do, get defensive and try to explain your actions? agent coaching agent performance contact centers MORE

Management Coaching Contact Center 59

New Years 2017 ~ Who Could Ask For Anything More

Vitalyst

DECEMBER 27, 2017

Who could ask for anything more? Patents, awards, contracts and customers! There are times when you are so grateful, you just have to shout it out and tell all your friends. This year has been especially productive and rewarding making all of us at Envision so incredibly honored and proud. customer experience contact centers call center WFO coach Quality monitoring MORE

Coaching Contact Center Call Center Customer Experience 52

Do Your Best Agents Still Need Coaching?

Envision

SEPTEMBER 28, 2017

No matter what type of contact center, we all have agents with different levels of tenure, skill and motivation that inevitably leads to a bell curve of agent performance and effectiveness. We all desire our agents move to the upper end of the curve where that magic combination of high productivity and quality exists. agent coaching agent performance contact centers call center quality assurance WFO MORE

Coaching Contact Center Call Center 62
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Envision

How Important Is Customer Loyalty?

Envision

FEBRUARY 7, 2019

Today’s best-in-class organizations know that delivering world-class customer service is no longer a value-add, but a must. After all, it’s impossible for a company to survive without its customers. Still, some believe that great service is just too costly, so they do the bare minimum. But, what these businesses fail to understand is that poor customer service actually costs more. How much more exactly?

Customer Service 77
More
Customer Service Coaching Contact Center Call Center 77

Is Proactive Customer Service The New Norm?

Envision

JANUARY 22, 2019

I've recently purchased a new software application for my business. The tool has been helpful in making our team and myself more productive. There is of course a bit of a learning curve and a few areas where I've struggled to figure things out but not enough to contact the provider’s help desk or customer service line. agent performance agent coaching contact centers call center WFO quality assurance coach Quality monitoring

Customer Service 65
More
Customer Service Coaching Contact Center Call Center 65
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Unstructured Conversations In a Structured World

Envision

JUNE 14, 2018

Is your Quality Monitoring program the right fit for the Knowledge Workers in your contact center? With advances in technology, previously disparate teams of Knowledge Workers are now often working together as part of a contact center that was traditionally comprised of the Task Worker. agent coaching agent performance contact centers call center quality assurance WFO coach Quality monitoring

Technology 72
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Technology Coaching Contact Center Call Center 72

Webinars

The Insider Secret to Designing Virtual Agents that Surpass Your Competition

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New Years 2017 ~ Who Could Ask For Anything More

Vitalyst

DECEMBER 27, 2017

Who could ask for anything more? Patents, awards, contracts and customers! There are times when you are so grateful, you just have to shout it out and tell all your friends. This year has been especially productive and rewarding making all of us at Envision so incredibly honored and proud. customer experience contact centers call center WFO coach Quality monitoring

Coaching 52
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Coaching Contact Center Call Center Customer Experience 52

Why Is Patient Engagement Important? | Frontline Group

Advertiser: Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

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Make coaching in a timely manner a New Year's Resolution

Envision

JANUARY 7, 2019

Many contact centers have a goal of completing a number of quality evaluations per agent per month. What is less often talked about is the timeliness of those evaluations and how long after a call agents typically receive feedback. agent performance agent coaching contact centers call center WFO quality assurance coach Quality monitoring

Coaching 56
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Coaching Feedback Contact Center Call Center 56

Fix the Biggest "Leaks" In Your Customer Experience

Envision

DECEMBER 13, 2017

Recently I ordered a product online. The experience was safe, easy, price competitive and the item wa s de livered right to my door step. It occurred to me how many things had to go right to create this great custo mer experi ence. Their website had to function well in various browsers. Their payment portal had to work properly. They needed to have my item in stock and be able to ship it by the promised date.

Customer Experience 65
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Customer Experience Coaching Analytics Contact Center 65

InformaTech

InformaTech

Do Your Best Agents Still Need Coaching?

Envision

SEPTEMBER 28, 2017

No matter what type of contact center, we all have agents with different levels of tenure, skill and motivation that inevitably leads to a bell curve of agent performance and effectiveness. We all desire our agents move to the upper end of the curve where that magic combination of high productivity and quality exists. agent coaching agent performance contact centers call center quality assurance WFO

Coaching 62
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Coaching Contact Center Call Center 62

Sorry to Say, but the CX Was Never What You Thought It Was

Envision

JANUARY 6, 2017

There’s no denying that every business today, regardless of size or industry, is driven by two simple words: customer experience

Customer Experience 69
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Customer Experience 69

Three Ways to Promote Transparency and Trust in the Contact Center (Part 2)

Envision

SEPTEMBER 22, 2016

Every business leader should tell you that honesty and integrity is vital for success. In Part 1 of this series, we explored how contact center managers can promote a culture of transparency and trust via quality monitoring. Now, let’s take a look at how managers can promote this culture internally by embracing openness, honesty and truthfulness with agents

Management 70
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Management Contact Center 70

You shouldn’t have said that!  You shouldn’t have done that!

Envision

AUGUST 14, 2017

Have you ever had a coach or manager offer such helpful, or not so helpful, advice? Did it make you want to jump right in to the conversation and ask for guidance or did you, as most of us do, get defensive and try to explain your actions? agent coaching agent performance contact centers

Management 59
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Management Coaching Contact Center 59

How Call Lifecycle Details Help Increase Customer Satisfaction

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Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

More call center software

InformaTech

InformaTech

Fix the Biggest "Leaks" In Your Customer Experience

Envision

DECEMBER 13, 2017

Recently I ordered a product online. The experience was safe, easy, price competitive and the item wa s de livered right to my door step. It occurred to me how many things had to go right to create this great custo mer experi ence. Their website had to function well in various browsers. Their payment portal had to work properly. They needed to have my item in stock and be able to ship it by the promised date.

Customer Experience 65
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Customer Experience Coaching Analytics Contact Center 65

It’s Time to Redefine the Meaning of “Jack of All Trades”

Envision

MAY 19, 2017

As children, we’re asked by our teachers and parents what we want to be when we grow up. As adults, however, we know the answer to this question isn’t so easy—especially in today’s working world, where it’s common for employees to wear multiple hats and balance interdepartmental responsibilities. Just consider the evolving relationship between sales and marketing, where roles and dependencies are progressively converging

Sales 61
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Sales Marketing 61

Three Ways to Promote Transparency and Trust in the Contact Center (Part 3)

Envision

OCTOBER 6, 2016

If you’re just checking in now, Parts 1 and 2 of this series explore specific areas where contact center managers can embrace openness and honesty with customers and employees. Companies looking to foster a culture of transparency and trust, however, cannot overlook the most important area of business they must be honest about: finances

Finance 64
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Finance Management Contact Center 64

To Master the CX, You Must Harness the Power of Personalization

Envision

FEBRUARY 17, 2017

Since the beginning of time, one thing has remained the same when it comes to consumerism: we naturally gravitate towards personalized products and services. It’s why most of us would rather buy a shirt with a logo or design, verses a generic tee. It’s why some of us would even go so far as to have a shirt custom made if we can’t find what we’re specifically looking for. customer experience

Personalization 61
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Personalization Customer Experience 61

Coaching Millennials: Different or Back to the Basics?

Envision

OCTOBER 28, 2016

Ask any business owner and they’ll agree that the millennial generation (born between 1980 and 2000) is challenging organizations to redefine their values, internal processes, retention strategies and more. Unlike former generations (Gen X, Baby Boomers), this group tends to care less about income and more about organizational transparency; less about benefits and more about buy-in; less about PTO and more about work-life balance

Coaching 61
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Coaching 61

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Advertiser: Skilljar

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

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Four Signs that Your Patient Access Team Needs WFO

Envision

NOVEMBER 18, 2016

Patient access teams and contact center agents have more in common than some think. Both represent the front line of customer service; interact with customers at multiple touchpoints of their experiences; and, most importantly, both require mission-critical technology that supports their core functions and priority objectives

Contact Center 59
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Contact Center Technology Customer Service 59

Three Reasons Why You Should NOT Renew Your WFO Software License

Envision

AUGUST 19, 2016

Since the advent of the cloud, there has been an ongoing battle between software licensing and Software as a Service (SaaS). The former involves a company signing a licensing contract that permits them to operate a physical piece of software onsite at their location. Meanwhile, the latter involves no physical software product and no licensing contract; rather, the product is available to the company on the cloud as a platform that is hosted by a third-party SaaS provider

SaaS 61
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SaaS 61

Gamification and Quality Monitoring: A Winning Combination

Envision

AUGUST 5, 2016

Designed to engage, encourage social connections and maximize attention levels, video games have a certain special appeal. Filled with attractive graphics, challenging levels and exciting storylines, it can be difficult to put a controller down once you’ve started playing

Gamification 61
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Gamification 61

Three Ways to Promote Transparency and Trust in the Contact Center (Part 1)

Envision

SEPTEMBER 9, 2016

We’ve all heard the age-old saying, “Honesty is the best policy.” We live in a world, however, where the truth is that honesty isn’t always promoted. Just consider the U.S. presidential candidates this election season. FBI director James Comey deemed Democratic candidate Hillary Clinton “extremely careless” in the way she handled classified information on a private email server as secretary of state.

Contact Center 66
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Contact Center 66

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

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How to Disrupt Your Competition

ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. When your customers can buy what you sell from others, that’s called competition. That also makes it a commodity.

Automotive 1231
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Automotive Customer Service Customer Experience Management 1231

Amazing Business Radio: Rafi Glantz

ShepHyken

FEBRUARY 23, 2021

Delivering an All-Inclusive Online CX. How Web Accessibility Creates a Better Customer Experience for Everyone. Shep Hyken interviews Rafi Glantz, Strategic Partnerships Manager of accessiBe. They discuss what web accessibility means and why it’s important for businesses to be more accessible.

Morale 266
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Morale Advertising Surveys Technology 266

Guest Post: How to Enhance Customer Experience Through Change

ShepHyken

AUGUST 21, 2020

This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience.

Customer Experience 511
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Customer Experience Government Feedback Management 511

A Boring Customer Service Experience—That’s What Our Customers Want

ShepHyken

JULY 29, 2020

Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with.

Customer Service 496
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Customer Service Customer Experience Feedback Marketing 496

The Best Sales Forecasting Models for Weathering Your Goals

Advertiser: ZoomInfo

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

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5 Top Customer Service Articles For the Week of February 22, 2021

ShepHyken

FEBRUARY 22, 2021

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. Carole McCluskey: Create Memories That Count by SMG Events.

Customer Service 239
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Customer Service Construction Customer centricity Customer Experience 239

Reducing Friction Makes You Money

ShepHyken

FEBRUARY 24, 2021

Reducing friction is all about creating an easier experience for the customer. In my book, The Convenience Revolution , I identify six ways to create convenience. The first, reducing friction, is tied to all five other principles.

Technology 226
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Technology Customer Service Customer Experience 226

Guest Post: How to Use the Customer Journey to Create an Engaging Affiliate Marketing Strategy

ShepHyken

FEBRUARY 26, 2021

This week we feature an article from Jyothi Tulasi, Outreach SEO Specialist at SmartKarrot Inc. She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Developing an affiliate marketing strategy comprises multiple aspects.

Marketing 207
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Marketing Journey mapping Upselling Advertising 207

Reviews Completed on Your Phone Are More Emotional

Beyond Philosophy

AUGUST 20, 2020

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior.

Marketing 625
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Marketing Transportation Surveys Advertising 625

Customer Engagement Is a Two-Way Street

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Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.

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Guest Post: Improving Employee Experience for Your Customer Service Team

ShepHyken

FEBRUARY 19, 2021

This week we feature an article from Emily Lavin, Content & Social Executive at Oak Engage. She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team?

Customer Service 239
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Customer Service Employee engagement Morale Feedback 239

Small Improvements in Customer Service Create Big Wins

ShepHyken

JANUARY 20, 2021

Little successes added together make for large success down the road. Small successes add up. To put it in baseball terms, you don’t need to hit a home run every time it’s your turn at bat.

Journey mapping 278
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Journey mapping Customer Service Customer Experience 278

Shep’s 2021 Top 10 Business Predictions

ShepHyken

JANUARY 6, 2021

Every year I write my customer service and customer experience (CX) predictions in my Forbes.com column. This year, I thought I would share a brief version of them with our Shepard Letter subscribers. So, here are my Top 10 Predictions for 2021: Customers continue to get smarter.

Chatbots 295
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Chatbots Surveys Self service Customer Service 295

Be a Goldfish

ShepHyken

JANUARY 27, 2021

I was recently asked what three traits I think are most important for someone in customer service to have. I’d like to broaden the topic to anyone dealing with someone else’s problem or question, be it a customer or another person inside the organization, also known as an inside customer.

Coaching 255
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Coaching Customer Support Customer Service Marketing 255

The Executive's Guide to Building a Community Team

Speaker: Carrie Melissa Jones; Founder, Gather Community Consulting

Successful communities demand much more attention than most organizations predict. Join Carrie Melissa Jones, Founder of Gather Community Consulting for this webinar about the right way and the wrong way to approach community building.

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The Importance of Creating a Complete Business Continuity Plan for Contact Centers

CCNG

FEBRUARY 22, 2021

David Reed talks with members about Business Continuity Planning sharing insights from his time running Orlando call centers with Walt Disney World r prior to Y2K. He was asked to lead the team that developed Walt Disney World’s overall business continuity plan in preparation for Y2K.

CCNG 195
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CCNG Contact Center CRM Call Center 195

A Realistically Optimistic 2021

ShepHyken

DECEMBER 30, 2020

As we close out the year, I thought I’d break from the traditional customer service and experience topics and get a little personal – maybe even a little motivational. I’m very optimistic about the future. But the word very doesn’t mean I’m overly optimistic. There’s a difference.

Finance 279
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Finance Customer Service Personalization Management 279

The ER Strategy 2.0: Small Improvements Add Up

ShepHyken

FEBRUARY 17, 2021

Not long ago I wrote about how small improvements can make a big difference. Even just a 1% improvement can make an impact.

Customer Service 206
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Customer Service Customer Experience 206

25 Call Center Technology Trends to Watch in 2021

Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space.

Call Center 182
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Call Center Technology Banking Real estate 182

8 Contact Center Trends to Watch in 2020

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In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

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About
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  • 2018 Customer Contact Central MVP Awards
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  • 2020 Customer Contact Central MVP Awards
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