INDUSTRY INSIGHTS YOUR PEERS ARE READING
Customers don’t like to be told no. Any request or complaint that is met with a negative response may only add fuel to the fire. That’s why I’ve been intrigued for years by Cameron Mitchell’s philosophy—and also the title of his book— Yes is the Answer! What is the Question? MORE
Over the past several months, Tethr has had the opportunity to work with many CX, customer care and sales leaders on some exciting initiatives, helping them improve their overall customer experience and drive better alignment with their overall brand promise. MORE
Annually, U.S. companies lose more than $62 billion due to poor customer service. Not surprising, considering Americans tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience. . MORE
With the world continuing its march towards the digital space, data collection and information gathering have become both; easier and harder. Is that an oxymoronic statement? – Yes. Is it true? Also Yes. Why is that so? MORE
Everywhere you turn, the calls to move to cloud environments have become prevalent – regardless of system, workload or application, its no secret that cloud has redefined how our most critical systems are deployed and operated. Cloud has matured far beyond its early beginnings nearly 2 decades ago. MORE
CX Best Practices MORE
I’ve got a hypothetical question for you. On a scale of one to ten, how likely is it I am a male model? . Now before you destroy my self-esteem with your answer, I have a follow-up question. How did you come to that determination? . MORE
After call work (ACW) refers to the tasks completed by a customer service agent once the call with the customer has been completed. MORE
Customer Service Will Never Go Out of Style. Keeping Customer Service Relevant to Self-Service and Proactive Service. Shep Hyken interviews Paul Selby of ServiceNow. MORE
Learn how to build rapport with customers with rapport building questions and great phone skills. The call handler’s role at your business is one of the most important positions. It is a job that takes both people skills and sales skills. MORE
The 9th Annual Customer Service Summit will take place on October 23rd & 24th at the Brooklyn Bridge Marriott in New York City. We sat down with Jasmine Kees, the lead organizer of the event, to discuss the Summit and the contact center industry in 2019. This is your 9th year of the Customer […]. Customer Service call center call center events contact center customer experience learning & development MORE
A while back, my teammates and I spent hours in a conference room mulling over the concept of effortless experience. MORE
In this One Win Book Review, we take a look at How the Mighty Fall: And Why Some Companies Never Give In by Jim Collins. MORE
This week we feature an article by Robert C. Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . Simply put, B2B support is significantly different than B2C support. MORE
This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. . MORE
Is Any Attention Good Attention? I like Oscar Wilde. His best quote is, “There is only one thing in life worse than being talked about, and that is not being talked about.” 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
In January, I was surprised and disappointed that research from Nunwood and Forrester, two significant firms in the Customer Experience movement, showed that Customer Experience was flatlining. MORE
In February 1965, The Beatles released a song called “Eight Days a Week” as a single to the U.S. market before it appeared on the album Beatles VI. It became the band’s seventh No. 1 single in the U.S. in just over a year. MORE
Startup life is pictured as immensely demanding. Weekly hours push closer and closer to three digits; emails, papers and tasks amass. The hustle reigns supreme, despite recent pushback against it. So what happens when you introduce acceleration to a startup? MORE
If you’re like me, you may waffle between excitement and cynicism over self-service (SS). Over the years, there has been a lot of hype over SS, but that enthusiasm has been tempered by equal measures of disappointment when reality falls short of promise. MORE
What is customer churn? It means that your customer canceled their business with you, or decided not to renew the agreement they previously had. You calculate the churn rate by dividing the # of lost customers by # of customers at the start of the defined period. Feed generated with FetchRSS MORE
Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Tell me if this situation sounds familiar. MORE
‘Uberization’ is now listed in the Cambridge dictionary. And it is used daily all over the world to symbolise the shift towards a consumer focused, digital economy, where the dynamics between consumer and provider is equitable, transparent and fair. MORE
Consumer demographics are changing. Baby boomers and Generation X are no longer the only age groups making key business decisions and purchases. Millennials (Generation Y) and Generation Z are becoming the dominant consumer demographic with buying power that is exponentially increasing. MORE
The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. MORE
Have you ever heard the saying “the devil I know vs. the devil I don’t” as it relates to making a change to something new? I hear that saying all the time when talking with people about why they are stuck on an outdated call center software platform. MORE
Q&A: How to Build Effective Customer Success Plans. Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. MORE
We talk a lot about delivering an exceptional customer experience (CX), but the talk focuses on how to deliver it. Improve first-call resolution,” or “Capture customer feedback.” MORE
ShepHyken
SEPTEMBER 20, 2019
This week we feature an article by Robert C. Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . Simply put, B2B support is significantly different than B2C support.
Beyond Philosophy
SEPTEMBER 19, 2019
In January, I was surprised and disappointed that research from Nunwood and Forrester, two significant firms in the Customer Experience movement, showed that Customer Experience was flatlining.
ShepHyken
SEPTEMBER 18, 2019
Customers don’t like to be told no. Any request or complaint that is met with a negative response may only add fuel to the fire. That’s why I’ve been intrigued for years by Cameron Mitchell’s philosophy—and also the title of his book— Yes is the Answer! What is the Question?
Contact Center Pipeline
SEPTEMBER 19, 2019
In February 1965, The Beatles released a song called “Eight Days a Week” as a single to the U.S. market before it appeared on the album Beatles VI. It became the band’s seventh No. 1 single in the U.S. in just over a year.
Advertiser: Skilljar
Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.
TechSee
SEPTEMBER 18, 2019
After call work (ACW) refers to the tasks completed by a customer service agent once the call with the customer has been completed.
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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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ShepHyken
SEPTEMBER 13, 2019
This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. .
Beyond Philosophy
SEPTEMBER 13, 2019
I’ve got a hypothetical question for you. On a scale of one to ten, how likely is it I am a male model? . Now before you destroy my self-esteem with your answer, I have a follow-up question. How did you come to that determination? .
Contact Center Pipeline
SEPTEMBER 13, 2019
We talk a lot about delivering an exceptional customer experience (CX), but the talk focuses on how to deliver it. Improve first-call resolution,” or “Capture customer feedback.”
NameShouts
SEPTEMBER 16, 2019
Startup life is pictured as immensely demanding. Weekly hours push closer and closer to three digits; emails, papers and tasks amass. The hustle reigns supreme, despite recent pushback against it. So what happens when you introduce acceleration to a startup?
Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics
Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.
ProProfs Blog
SEPTEMBER 20, 2019
With the world continuing its march towards the digital space, data collection and information gathering have become both; easier and harder. Is that an oxymoronic statement? – Yes. Is it true? Also Yes. Why is that so?
ShepHyken
SEPTEMBER 16, 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.
Beyond Philosophy
SEPTEMBER 13, 2019
Is Any Attention Good Attention? I like Oscar Wilde. His best quote is, “There is only one thing in life worse than being talked about, and that is not being talked about.”
Contact Center Pipeline
SEPTEMBER 17, 2019
If you’re like me, you may waffle between excitement and cynicism over self-service (SS). Over the years, there has been a lot of hype over SS, but that enthusiasm has been tempered by equal measures of disappointment when reality falls short of promise.
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.
GetFeedback
SEPTEMBER 18, 2019
A while back, my teammates and I spent hours in a conference room mulling over the concept of effortless experience.
Lumoa
SEPTEMBER 16, 2019
What is customer churn? It means that your customer canceled their business with you, or decided not to renew the agreement they previously had. You calculate the churn rate by dividing the # of lost customers by # of customers at the start of the defined period. Feed generated with FetchRSS
CSM Magazine
SEPTEMBER 18, 2019
‘Uberization’ is now listed in the Cambridge dictionary. And it is used daily all over the world to symbolise the shift towards a consumer focused, digital economy, where the dynamics between consumer and provider is equitable, transparent and fair.
Contact Center Pipeline
SEPTEMBER 18, 2019
The 9th Annual Customer Service Summit will take place on October 23rd & 24th at the Brooklyn Bridge Marriott in New York City. We sat down with Jasmine Kees, the lead organizer of the event, to discuss the Summit and the contact center industry in 2019. This is your 9th year of the Customer […]. Customer Service call center call center events contact center customer experience learning & development
Advertisement
A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.
Tethr
SEPTEMBER 18, 2019
Over the past several months, Tethr has had the opportunity to work with many CX, customer care and sales leaders on some exciting initiatives, helping them improve their overall customer experience and drive better alignment with their overall brand promise.
UJET
SEPTEMBER 19, 2019
Consumer demographics are changing. Baby boomers and Generation X are no longer the only age groups making key business decisions and purchases. Millennials (Generation Y) and Generation Z are becoming the dominant consumer demographic with buying power that is exponentially increasing.
ShepHyken
SEPTEMBER 17, 2019
Customer Service Will Never Go Out of Style. Keeping Customer Service Relevant to Self-Service and Proactive Service. Shep Hyken interviews Paul Selby of ServiceNow.
CallSource Insights
SEPTEMBER 15, 2019
Learn how to build rapport with customers with rapport building questions and great phone skills. The call handler’s role at your business is one of the most important positions. It is a job that takes both people skills and sales skills.
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.
ProProfs Blog
SEPTEMBER 13, 2019
The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support.
NICE inContact
SEPTEMBER 17, 2019
Have you ever heard the saying “the devil I know vs. the devil I don’t” as it relates to making a change to something new? I hear that saying all the time when talking with people about why they are stuck on an outdated call center software platform.
Toister Performance Solutions
SEPTEMBER 17, 2019
Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Tell me if this situation sounds familiar.
TELUS International
SEPTEMBER 17, 2019
CX Best Practices
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.
Customers That Stick
SEPTEMBER 13, 2019
In this One Win Book Review, we take a look at How the Mighty Fall: And Why Some Companies Never Give In by Jim Collins.
ChurnZero
SEPTEMBER 20, 2019
Q&A: How to Build Effective Customer Success Plans. Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully.
NICE inContact
SEPTEMBER 20, 2019
Everywhere you turn, the calls to move to cloud environments have become prevalent – regardless of system, workload or application, its no secret that cloud has redefined how our most critical systems are deployed and operated. Cloud has matured far beyond its early beginnings nearly 2 decades ago.
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