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Skybridge
SEPTEMBER 7, 2022
As a consumer, I know how I feel when I have to reach out to customer care. So do you. Some brands (our favorite brands) make it so easy. One call or text or chat is all it takes to get what we need. So quick and painless that we barely stop to think about how well it all works with that brand. .
Skybridge
AUGUST 24, 2022
We spend a lot of time in the customer care industry talking about consumer expectations: the trends, the unpredictable shifts, and of course, the latest and greatest innovations we can employ to better meet them.
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Skybridge
AUGUST 11, 2022
Even tiny shifts in leadership focus can lead to costly drops in customer experience. After showing an impressive post-covid CX rebound – and steady gains in 2021, US brands appear to have hit the wall. That’s according to Forrester’s 2022 US Customer Experience Index.
Skybridge
JUNE 7, 2022
“You can make or break a brand relationship in a single conversation…”. That was an opening sentence that caught my eye the other day. Instantly, I thought, “Agreed!”
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Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.
Skybridge
MAY 24, 2022
Why brand intimacy might be a smarter way to gauge the health (and profitability) of your customer relationships. Sure, “loyalty” measurements can be useful indicators of a customer’s repeat business and potential long-term profitability. But what leads to loyalty?
Skybridge
APRIL 26, 2022
“Many organizations claim to be customer-centric. So why do some continue lose customers, while others deliver phenomenal experiences?”. That’s the opening line in a recent CMS Wire article by Jason VandeBoom.
Skybridge
APRIL 12, 2022
In their recent 2021 survey of contact center leaders, Deloitte Digital explores how post-pandemic contact centers are rapidly evolving into customer experience (CX) hubs. The survey is well worth the read, outlining 5 critical findings.
Skybridge
MARCH 31, 2022
I don’t know your number. But I have a good guess it’s not small. Recently, I came across an article by Peter Dooley about the various ways that marketing insights are gathered.
Skybridge
MARCH 22, 2022
Andrew Bosko Has Helped Transform Skybridge Americas’ Brand. Since he joined the company in 2016, Andrew Bosko has helped Skybridge Americas’ transform its brand, upgrade its technology, and grow in sales.
Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic
In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.
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Skybridge
NOVEMBER 10, 2021
Today, as we honor the service and sacrifice of all American Veterans, I would like to highlight one especially meaningful way that businesses across the country can show their appreciation: Hire a Veteran. A few years ago, I wrote about my Top 10 Reasons to Hire a Veteran.
Skybridge
APRIL 6, 2020
A Handful of North American Call Centers Step Up to Fill the Need. In my past several posts, I’ve focused on the growing urgency among so many organizations to continue to serve their customers while most of their employees are required to self-quarantine at home.
Skybridge
JUNE 2, 2021
How strong is your partnership with your contact center leadership? Not that long ago, strong, strategic collaborations between CMO and Customer Care were rare.
Skybridge
MAY 25, 2021
How strong is your partnership with your contact center leadership? Not that long ago, strong, strategic collaborations between CMO and Customer Care were rare.
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.
Skybridge
MAY 19, 2021
I’ve said it before: there are countless ways to measure a contact center’s performance. While each metric means something , the truth is, some are more useful and informative than others.
Skybridge
MAY 7, 2021
As a growing mountain of studies continues to show, the events and effects of the past year have driven – and continue to drive – profound shifts in customer needs, preferences, and standards. For better or worse, this great reshuffling of buying behaviors has many North American brands in a tizzy.
Skybridge
MAY 3, 2021
The Most Successful Businesswomen to watch, 2021. Some leaders like to help others and grow with them to make a better place around them. With the free spirit to help others and transform the financial sector, Laresa McIntyre joined forces with Skybridge Americas Inc.
Skybridge
APRIL 28, 2021
A True Story of Patient Experience Gone Wrong and 3 Ways to Make it Right. In one short year, everyone in the healthcare industry has experienced radical, upheaval. Much of it painful. Some of it surprisingly positive.)
Speaker: Adam Saad - Founder & CEO, Tech Stack Advising
In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.
Skybridge
APRIL 23, 2021
Several years ago, Annette Franz, the founder and CEO of CX Journey, wrote about 6 tools to ensuring that everyone involved in a brand’s success have a clear view and understanding of the customer. Delivering great CX isn’t just up to the employees at the front line, she argued.
Skybridge
APRIL 19, 2021
Here are 5 Things You Probably Forgot. Advice on initiating, launching, and perfecting CX strategy is everywhere. Everywhere. Problem is, it’s not all good or useful advice. Bigger problem: even the best advice might not get you where you need to go.
Skybridge
APRIL 14, 2021
As countless North American brands are discovering (and rediscovering) these days, the post-pandemic path forward continues to be a bumpy one.
Skybridge
MARCH 31, 2021
The events of the past year caused dramatic disruptions in consumer behaviors. While many were obvious and, potentially, short-term, other changes were a lot tougher for brands to notice or easily understand.
Speaker: Kate Nasser, The People Skills Coach™
Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.
Skybridge
MARCH 23, 2021
How well do you know – I mean really know – what your customers want and need most from your brand right now? It’s a tricky question to answer.
Skybridge
MARCH 12, 2021
No one said the path forward in 2021 would be easy. Over the past several months, a growing number of research studies points to the extreme customer upheaval many brands have endured.
Skybridge
MARCH 9, 2021
After the year we’ve all experienced, many American brands are taking a long, hard look at their current CX performance. In the wake of COVID many organizations are still sorting through the data to understand where their customers are today.
Skybridge
MARCH 4, 2021
Many brands have risen to the past year’s market challenges with admirable agility. By pivoting wisely and adapting swiftly to customers’ changing priorities, these companies have done better than just weathering the storm.
Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC
Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.
Skybridge
MARCH 1, 2021
But What’s Your Return? After a year of upheaval, unpredictability, and astonishing shifts in consumer behavior, 2021 is shaping up to be the year of rethinking and recalibration.
Skybridge
FEBRUARY 2, 2021
The white-knuckle ride known as 2020 has taught us many things, from the foolishness of taking anything for granted, to the importance of being resilient.
Skybridge
JANUARY 26, 2021
Every January carries the promise of new beginnings, fresh starts, and high hopes. For many of us, this is a time of committing to specific resolutions, aimed at making us better leaders. That’s all well and good.
Skybridge
JANUARY 7, 2021
After a year of getting the rug get pulled out from under nearly every plan you thought you had last January, you’d be forgiven for approaching 2021 with some trepidation. So, how can you best position your brand to meet your customers’ expectations next year?
Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense
Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.
Skybridge
JANUARY 5, 2021
The next normal may be a ways off. In the meantime, here are three trends that will likely influence how customers connect with brands. Leaders who identified how to quickly pivot … not only saw new sustainable paths to profitability but also increased brand value.”
Skybridge
DECEMBER 21, 2020
I’ve been writing a lot lately about customer expectations, the changes we’re seeing, and how some customer care providers have been able to step up to meet those expectations.
Skybridge
DECEMBER 21, 2020
A few times in the past, I’ve written about the deep and long-lasting positive impact of Tony Hsieh on the world of customer service and the profound, inextricable link between employee happiness and customer happiness.
Skybridge
DECEMBER 14, 2020
What does the future hold? How will 2021 unfold? I’m sure that most of us in the customer care realm have formed a few (or more) opinions on that topic. But I’m also pretty sure that none of us would be willing to bet our last dollar on the specifics. How could we?
Nobelbiz Guide: Customer Service De-Escalation Techniques
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