We organize all of the trending information in your field so you don't have to. Join 35,000+ users and stay up to date on the latest articles your peers are reading.
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
This site uses cookies to improve your experience. By viewing our content, you are accepting the use of cookies. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country we will assume you are from the United States. View our privacy policy and terms of use.
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?
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
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
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
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.
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
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.
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
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
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
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!
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.
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
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
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
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
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!
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
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
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
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.
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.
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.
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.
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.
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.
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!
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.
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.
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.
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.
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.
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?
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.
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.
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.
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.
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.
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.
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!
Let's personalize your content