ShepHyken

JANUARY 30, 2017

Southwest’s Communications Chief Shares Her Top 3 Crisis Management Tips by Social Media Today. Linda Rutherford, Southwest’s chief communications officer, shares three tips on how Southwest handles crisis management. The post 5 Top Customer Service Articles For the Week of January 30, 2017 appeared first on Shep Hyken.

Customer Service 202

Customer Service Airlines Customer Experience Personalization 202

ShepHyken

SEPTEMBER 18, 2017

Remember what Peter Drucker said: “You can’t manage what you don’t measure.”. The post 5 Top Customer Service Articles for the Week of September 18, 2017 appeared first on Shep Hyken. How do you know what’s working (or not) if you don’t know your numbers? This article will help you create or refine your measurement strategy.

Customer Service 204

Customer Service Customer centricity Customer Experience Management 204

ShepHyken

AUGUST 14, 2017

And with new developments in technology, including buzzwords like cognitive computing, machine learning, and VR, merging human interaction with AI is seeming to be more and more likely the solution for managing customers needs. The post 5 Top Customer Service Articles for the Week of August 14, 2017 appeared first on Shep Hyken.

Customer Service 198

Customer Service Airlines Customer Experience Technology 198

ShepHyken

MAY 15, 2017

The Ultimate Guide to Client Management by Workflow Max. My Comment: Our friends at WorkflowMax have given us a gift; a comprehensive guide to client management. The post 5 Top Customer Service Articles For the Week of May 15, 2017 appeared first on Shep Hyken. Workflow Max) You’re a small business owner, doing what you love.

Customer Service 174

Customer Service Airlines Customer retention Personalization 174

ShepHyken

MARCH 6, 2017

I Want It Now) In his interview with me, he shared his insights on the current state of the customer service industry, upcoming trends managers should be aware of and best practices in standing out. The post 5 Top Customer Service Articles For the Week of March 6, 2017 appeared first on Shep Hyken. Gulko by Amy Clark. (I

Customer Service 209

Customer Service Feedback Best practices Enterprise 209

ShepHyken

AUGUST 28, 2017

(Business Over Broadway) The tools and methods of artificial intelligence, machine learning and predictive analytics will play a major role in helping businesses better understand and manage the customer experience. The post 5 Top Customer Service Articles for the Week of August 28, 2017 appeared first on Shep Hyken.

Customer Service 198

Customer Service Contact Center Benchmark Big data 198

ClearAction

DECEMBER 31, 2016

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Ultimately, success in turning a new leaf depends on getting your hooks into manageable steps that resolve past weaknesses to propel your growth. Customer Experience Management: Do This, Not That (6-part series).

Customer Experience 81

Customer Experience Journey mapping Consulting Consulting 81

Amity

DECEMBER 21, 2017

Below is our annual holiday reading list, the best articles of 2017, curated, organized, and ready to be enjoyed. 2017 Rewind: Your Customer Success Playlist. Customer Success Isn't Just a Feed Good Name for Account Management by guest writer Brooke Goodbary. 10 Must-Read Articles for Junior Customer Success Managers.

Customer advocacy 107

Customer advocacy Best practices Sales Metrics 107

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. What: Releases 2017 Contact Center Workforce Management Product and Market Report. When: Today, 21 March 2017. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

ClientSuccess

JULY 31, 2017

We’re excited to announce that we were awarded the SIIA 2017 CODiE Award for Best Customer Success Management Solution. 2017 Best Customer Success Management Solution. SIIA’s 2017 Business Technology CODiE Award winners are some of the most innovative products impacting businesses across the world.

Management 40

Management SaaS Best practices Metrics 40

Talkdesk

SEPTEMBER 25, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. The post Opentalk 2017: Building Trust between Customers and Startups appeared first on Talkdesk.

Self service 80

Self service outsourcing Customer centricity Customer Service 80

ShepHyken

SEPTEMBER 4, 2017

Whether you’re buying new gadgets, planning a holiday or managing your finances, everyone has to deal with customer service from time to time. The post 5 Top Customer Service Articles for the Week of September 4, 2017 appeared first on Shep Hyken. I have added my comment about each article and would like to hear what you think too.

Customer Service 158

Customer Service Benchmark Customer Care Finance 158

Contact Center Pipeline

APRIL 5, 2017

Last week, I was hanging out at SWPP’s 2017 Annual Conference in Nashville. One thing I especially enjoy about this conference (besides the sessions) is walking through the showroom to catch up on the latest cool WFM features, products, and technology from industry vendors.

Technology 100

Technology Contact Center Call Center Management 100

Mindtouch

OCTOBER 19, 2017

Announcing the TOP 124 Salesforce Influencers of 2017 (both listical and digital asset provided below). 2017 Top 124. Alex Toussaint , VP Product Management – Einstein Analytics, Salesforce — @alextoussaint — [link]. Bill Patterson , SVP & General Manager Service Cloud, Salesforce — @bpatter — [link].

Consulting 91

Consulting Consulting Engineering CRM 91

Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. Priorities are constantly competing. But one should stand strong among all the others: to keep on learning.

Management 98

Management Call Center Metrics Entertainment 98

The Center for Client Retention

DECEMBER 21, 2017

May 30, 2017). Last week, our Safety Management team received a considerable number of inquiries from educators concerned about the game “Blue Whale,” which has ostensibly resulted in the death of dozens of teenagers by suicide. (May May 16, 2017). March 10, 2017). June 2, 2017). May 3, 2017).

Education 69

Education Accountability Technology Management 69

ProProfs Blog

MAY 6, 2020

The above screenshot comes from the Deloitte Millennial Survey of 2017 that shows the percentage of millennials reporting that their employers have adopted flexible arrangements. Though there is nothing wrong with the rise in the popularity of remote working, managing remote teams makes the job of a manager challenging.

Management 162

Management Customer Service Best practices Entertainment 162

DMG Consulting

NOVEMBER 1, 2017

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. What: Releases 2017 Workforce Optimization Mid-Year Market Share Report. What: Releases 2017 Workforce Optimization Mid-Year Market Share Report. When: Today, 1 November 2017. million between the first half of 2016 and 2017.

Consulting 48

Consulting Consulting Marketing Gamification 48

COPC

APRIL 3, 2018

Key Insights from the 2017 Corporate Survey include: Only 50% of respondents answered “Yes” when asked, “Is your company’s leadership fully committed to a customer-first strategy?”. At the site, you can also find complimentary digital copies of CXMB Series reports from years prior to 2017. About the CXMB Series.

Benchmark 40

Benchmark Customer Experience Management Chatbots 40

Beyond Philosophy

DECEMBER 19, 2017

Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. Is it that Customer Experience teams in the UK (and the senior management who support them) don’t care about Customer Experience other than talking about it? www.warc.com 4 December 2017. 28 November 2017. 23 November 2017. 4 December 2017. <

Customer centricity 383

Customer centricity Consulting Consulting Banking 383

Spearline

JANUARY 23, 2018

The look and feel changed, providing users with more control and simplicity in managing campaigns and numbers. 2017 has also seen us double our unmatched database of tests from which we benchmark our customers’ call quality. This was a major program with a resultant upgrade in performance, functionality and outputs.

Benchmark 65

Benchmark Interactive Voice Response Technology Feedback 65

ShepHyken

JANUARY 27, 2017

She shares four excellent solutions to help manage your customer service more effectively. Here are 4 technology solutions to help you manage your customer service more effectively: CRM Software. As President of Indusa, Shital Shah, focuses on strategic and operational planning and management. Shep Hyken. It’s that simple.

Technology 229

Technology Customer Service Management CRM 229

Topdown

JUNE 1, 2017

We'll be exhibiting June 4-7 at the IASA 2017 Annual Educational Conference and Business Show in Orlando, Florida. Our focus will be on how INTOUCH ® , our new cloud-based Customer Communication Management (CCM) solution, improves both the customer experience and the employee experience in the insurance industry.

Education 63

Education Customer Experience Management 63

DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report. New architectures and intelligent automation position WFO sector to suceed. To order your copy of the Report, visit www.dmgconsult.com.

Consulting 48

Consulting Consulting Marketing Gamification 48

NICE inContact

JANUARY 19, 2017

We’ve managed to top ourselves again by bringing to inContact’s user conference (ICUC) at NICE Interactions 2017 one of the hottest celebrities on the scene – Alec Baldwin! Register today for ICUC 2017 at NICE Interactions, for a once in a lifetime opportunity to hear Alec discuss his life and career! Learn more.

Management 65

Management Customer Experience 65

CSM Magazine

MAY 27, 2022

In today’s healthcare landscape, technology plays an essential role in everything from diagnosis and treatment to the management of chronic care. The health care supplier discusses with the patient to make an agreement to sustain chronic care management. What is the management of chronic care?

Management 52

Management Healthcare Technology 52

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. 11/30/2017. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. When: Today, 30 November 2017.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. 10/18/2017. When: Today, 18 October 2017. DMG predicts that the contact center speech analytics market will grow by 12% in 2017, 11% in 2018, 10% in 2019, 10% in 2020, and 10% in 2021. Mature sector with substantial opportunity.

Consulting 48

Consulting Consulting Analytics Marketing 48

Customer Service Life

JUNE 26, 2017

This article was originally published on the FCR blog on June 9, 2017. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. The post Recapping the 2017 ICMI Contact Center Conference appeared first on Customer Service Life. Click here to read the original. Give it a listen.

Contact Center 68

Contact Center Journey mapping Entertainment Chatbots 68

Avaya

SEPTEMBER 15, 2016

He has nearly 20 years of experience in building and managing customer communities in the tech sector and has led several organizational turnarounds and mergers. Beginning in 2017, Avaya and IAUG will come together to host their first truly joint event. Victor Bohnert is the Executive Director of the International Avaya Users Group.

Management 0

Management 0

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

Topdown

JANUARY 5, 2017

So what can we in the business of customer experience (CX) management expect in the coming year? Writing for Forbes, Tom Popomaronis ( @tpopomaronis ) cites Scott Horn, CMO of [24]7 , to make 5 Bold Expert Predictions for 2017 :

Customer Experience 59

Customer Experience Management 59

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. When: Today, 19 July 2017. The 2017 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. When: Today, 10 May 2017. DMG expects the number of gamification seats to grow by 30% in 2017 and 2018, 35% in 2019 and 2020, and 33% in 2021.

Gamification 48

Gamification Consulting Consulting Contact Center 48

DMG Consulting

JUNE 7, 2017

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. When: Today, 7 June 2017. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

ijgolding

OCTOBER 2, 2017

It’s part of a broader celebration of Customer Experience Day 2017. On the 3rd October 2017, the world will once again celebrate CX Day. However – there is that word again – as I write this article in October 2017, there are 616 CCXPs globally. Check out posts from other bloggers at the blog carnival. Or even 1997?

Customer Experience 63

Customer Experience Customer centricity Technology Management 63

ShepHyken

OCTOBER 9, 2017

When Customer Experience Fails, Service Management To The Rescue! Service management is better suited to improve the customer experience because unlike CRM, it’s about bringing the right resources to bear on solving an underlying issue so that it doesn’t recur. by Paul Selby. Follow on Twitter: @Hyken.

Customer Service 104

Customer Service Morale CRM Customer Experience 104