The post 5 Top Customer Service Articles For the Week of October 31, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. 13 Haunting Customer Service Statistics by Tricia Morris. MORE

The post 5 Top Customer Service Articles For the Week of August 15, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. Will Chatbots and AI Replace Federal Customer Service Reps? by Phil Goldstein. MORE

The post 5 Top Customer Service Articles For the Week of December 5, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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 the Wow Factor: Why Customer Experience Management Is Not About Exceeding Expectations by Paul Greenberg & Thomas Wieberneit. MORE

The post 5 Top Customer Service Articles For the Week of December 12, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. Is Your Digital Marketing Strategy Ready for an AI Intervention? by Tara Thomas. MORE

In 2016, some organizations will focus on the superficial emotional side and will fall further behind more advanced organizations examining the deeper subconscious and psychological emotional influences in Customer Experience. I have written a new book along with Professor Ryan Hamilton, Consumer Psychology, Emory University (coming out in May 2016) where we outline seven imperatives any organization must undertake to improve the Customer Experience. MORE

The post 5 Top Customer Service Articles For the Week of May 30, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. Automate or Humanize? The Great Customer Service Debate by Judith Aquino . MORE

Since the very first issue of Pipeline (March 2009), we have published a regular feature called Inside View. The column is devoted to recognizing best-in-class service providers and leaders, and highlighting their accomplishments. This year, we began publishing those columns on our blog to help spread the word about these outstanding contact centers, leaders and […]. Featured call center contact center culture customer experience customer service leadership MORE

We are officially less than one week away from our biggest event this year, ICUC 2016 ! We are excited for this year’s ICUC 2016 conference and can’t wait to see you in Orlando! The post ICUC 2016 Checklist to Help Transform Your Experience appeared first on inContact Blog. Customer Experience Events General ICUC Using the inContact Platform Checklist Customers ICUC 2016 inContact User Conference User Conference MORE

The post 5 Top Customer Service Articles For the Week of July 11, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. “Oh Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences? by Ian Golding. (I MORE

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Here are five ways to get ready to transform customer experiences at ICUC 2016: 1. By attending ICUC 2016, you can explore new ways to transform customer experiences. The post Get Ready to Transform Customer Experiences at ICUC 2016 appeared first on inContact Blog. Customer Experience Events General ICUC Using the inContact Platform 5 To Do's Customers ICUC 2016 inContact User Conference Transform Customer Experiences User Conference MORE

The post 5 Top Customer Service Articles For the Week of June 20, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. World’s 3 MOST Customer Centric Companies: How do they do it!! by Kushal Dev. MORE

The post 5 Top Customer Service Articles For the Week of October 24, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. Increasing Sales With Personalized Marketing by Tyler Walton. MORE

The post 5 Top Customer Service Articles For the Week of July 4, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. 3 Tips for Using Twitter as a Customer Service Tool b y Joe Wadlington. Hootsuite) Want to learn how to better engage with existing and potential customers on Twitter? MORE

The post 5 Top Customer Service Articles For the Week of July 25, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. The omni-channel strategy for customer service part 1: email by Heerd. MORE

The post 5 Top Customer Service Articles For the Week of November 7, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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’s stopping your customers from being loyal? by Graham Jones. Graham Jones) Most business leaders appreciate that 80% of their profits come from 20% of their customers. MORE

Recent research found that as of 2016, almost 90 per cent of companies believe they are competing mostly on customer experience, as opposed to only 36 per cent at the start of the decade. The post 5 Top Customer Service Articles For the Week of November 28, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. MORE

The 2016 SWPP Annual Conference in Nashville (April 4-6) was a lot of fun. I came home with a notebook full of facts and lessons that I captured—it was just as thick as last year’s was and just as thick as I expect next year’s will be. This conference is dedicated to workforce management, which […]. Workforce Management call center contact center SWPP WFM workforce management MORE

The post 5 Top Customer Service Articles For the Week of October 17, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. MORE

The post LISTEN 2016 to Highlight the Benefits of Speech & Customer Journey Analytics appeared first on CallMiner. In today’s customer landscape, the “customer experience” has evolved from a buzzword to a top priority for any organization regularly interfacing with customers. And for good reason: Research shows customer satisfaction has the power to create happy and loyal customers, in addition to directly impacting the bottom line. MORE

The post 5 Top Customer Service Articles For the Week of September 26, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. MORE

The post 3 Key Takeaways From #CallCenterWeek 2016 in Las Vegas, NV appeared first on CallMiner. Thousands of call center professionals. One spectacular location. Five days of inspirational, educational, customer-oriented keynotes, sessions, demos, and more designed to help companies deliver exceptional customer service. MORE

The post 5 Top Customer Service Articles For the Week of September 12, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. 4 ways to influence social influencers by Lyle Stevens. MORE

The post 5 Top Customer Service Articles For the Week of December 26, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. The Hidden Costs of Poor Internal Customer Service By Joanne Wortman. MORE

The post Talkdesk at Dreamforce 2016 appeared first on Talkdesk. In less than a week, thousands of industry leaders and influencers will convene in beautiful San Francisco for the largest software event in the world: Dreamforce. The event promises to be four days of dynamic content, engaging discussion and amazing networking. This year, Talkdesk is excited to be a part of the action as a Gold Sponsor. MORE

The post 5 Top Customer Service Articles For the Week of December 19, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. 5 Technologies for Delighting Connected Customers by Vala Afshar. MORE

In 2016, some organizations will focus on the superficial emotional side and will fall further behind more advanced organizations examining the deeper subconscious and psychological emotional influences in Customer Experience. I have written a new book along with Professor Ryan Hamilton, Consumer Psychology, Emory University (coming out in May 2016) where we outline seven imperatives any organization must undertake to improve the Customer Experience. MORE

However, in the job market we find ourselves in 2016, the two activities are critically important and intrinsically linked. The post Your Secret Weapon for Hiring the Best Talent in 2016 appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Hiring people is one thing. Getting them engaged about their employee experience after they are hired is something else. MORE

The post 5 Top Customer Service Articles For the Week of August 1, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. 12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. MORE

ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. Microsoft) Whether you’re in customer service, marketing, sales, IT – or especially if you’re the CEO, CFO or CDO – you’ll be fascinated by the results revealed by Microsoft’s new 2016 Global State of Customer Service Report which polled 5,000 consumers across Brazil, Germany, Japan, the UK and the US on their customer service preferences and expectations. MORE

As we approach the close of another year on the Pipeline blog, we wanted to take a quick look back to see which posts were most popular among contact center professionals. The topics ranged from a debate on the value of NPS in the contact center, to how to proactively welcome callers, to omnichannel strategies […]. Featured agent appreciation call center contact center customer experience customer service leadership Net Promoter Score NPS omnichannel WFM workforce management MORE

The following were the 5 most-read Quick Tips in 2016. Our Quick Tips posts are just that—brief posts providing advice or actionable items from industry experts. These are tried-and-true practices that have proven successful for the provider, and which can be implemented across a large variety of operations. Quick Tip: Promote Agents with the Right […]. Featured Quick Tips agent engagement call center contact center employee feedback hiring QM quality management MORE

The post 5 Top Customer Service Articles For the Week of November 14, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. MORE

In 2015, Pipeline Publisher Linda Harden hosted the first session of Executive Talk interviews at the Northeast Contact Center Forum’s (NECCF) annual conference at Gillette Stadium, just outside of Boston. Earlier this year, back by popular demand, she conducted a new set of interviews. In these brief conversations, Linda speaks with a variety of contact […]. Featured call center contact center customer experience customer service leadership WFM workforce management MORE

Sometimes we subject our employees and customers to the same dismal treatment day after day as if they should accept it willingly. Instead, many would prefer a fast end to the perpetual misery of buying from (and dealing with) us. Customer Experience Employee Engagement Bill Murray Groundhog Day MORE

The post 5 Top Customer Service Articles For the Week of July 18, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. Pokémon Go Shows What Augmented Reality Can Do For Customer Experience by Mark Hillary. MORE

We are thrilled to announce the release of the 2016 ForeSee Experience Index today. The post Why the new ForeSee Experience Index is the most valuable retail CX research of 2016 (report) appeared first on ForeSee. Research & CX Data Retail CX research FXI FXI 2016 in-store CX mobile CX web CXFor 12 consecutive years now, ForeSee has applied its CX measurement model to report on holiday. MORE

The post 5 Top Customer Service Articles For the Week of October 10, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. The JetBlue Story: Customer Service in an Industry Americans Hate by Sharpen. Sharpen) Delayed flights. Lost luggage. Cutting-it-way-too-close layovers. MORE

The post Big CX Idea for 2016: Not Despite but Because appeared first on Beyond Philosophy | CX Consultants | Customer Experience. More often these days we get calls at our headquarters with Customer Experience champions wondering what happened to the huge gains in their Customer Experience metrics they used to get. The problem is many of them have implemented Customer Experience measures, had great improvements to metrics like their Net Promoter Scores, and then watched the score plateau. MORE

Revitalize how you think about and act on improving the customer experience at your business in 2017 by reviewing the 10 Most Popular Customer Experience posts of 2016. A series I started in 2013. This year was interesting because some. Best Practices Customer Experience Most Popular Top 10 MORE

The Future of Social Media (And How to Prepare For It): The State of Social Media 2016 Report by Ash Read. The post 5 Top Customer Service Articles For the Week of November 21, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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