Congratulations to the 2018 LISTEN Awards Winners

Callminer

Watch this video to hear from Marvie directly and learn more about Dialog Direct’s journey and results with CallMiner Eureka: The post Congratulations to the 2018 LISTEN Awards Winners appeared first on CallMiner.

Think 2018

Peter Lavers

We’re delighted to announce that WCL Customer Management’s founding director Peter Lavers will be participating at IBM Watson’s showcase Think 2018 conference in Las Vegas in March. You can find out more and register to attend at the Think 2018 website.

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Troublesome Trends & Predictions for 2018

Beyond Philosophy

My concerns only grow as we roll into 2018. The post Troublesome Trends & Predictions for 2018 appeared first on. I am apprehensive about my industry. Having worked in Customer Experience since 2002, I may be too much of a purist.

Top 10 Posts in 2018

Contact Center Pipeline

It’s hard to believe that 2018 is already drawing to a close! The following were our 10 most-read posts in 2018. At year-end, it’s always interesting to pause and take a look back to see which topics piqued the interest of Pipeline blog readers.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

Web: www.egain.com © 2018 eGain Corporation. If Artificial Intelligence (AI) for the overall business is a red hot. topic in C-suites, AI for customer engagement is white hot. wonder professionals, who had removed AI from their resumes, are. scrambling to add it back in!

Flexon Eyewear "VR experience" (2018) 1:00 (2018) (USA)

ShepHyken

Health & Beauty Read more about Flexon Eyewear "VR experience" (2018) 1:00 (2018) (USA). Flexon Eyewear's memory frames are nearly indestructible which is pretty cool because they are on the edge of technology.

Guest Blog: Customer Service Trends for 2018

ShepHyken

In this article, let us discuss a few upcoming trends of 2018 that will affect the customer service as well as CX for business and look at some resolutions that you may have to undertake. This is not going to happen, at least in 2018.

Five Customer Service Must-Do’s For 2018

ShepHyken

Over the last few weeks, I’ve been reading about predictions and trends for 2018. With that in mind, I’d like to share five customer service tips every business must do to stay competitive in 2018: Embrace the changing expectations of your customer: This one I’ve touted every year.

Top 5 Workforce Management Posts in 2018

Contact Center Pipeline

What was on the minds of contact center WFMers in 2018? Workforce management is a blend of art and science—and without a doubt, an effective WFM strategy is vital to the successful operation of any contact center. Our five most-read WFM blog posts are below.

5 Top Customer Service Articles for the Week of December 3, 2018

ShepHyken

The post 5 Top Customer Service Articles for the Week of December 3, 2018 appeared first on Shep Hyken. 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.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

in February 2018. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.

Top 10 Contact Center Technology Posts in 2018

Contact Center Pipeline

If you blinked in 2018, you may have missed the latest developments in today’s digital B2C and B2B environments. Advances in technology continue to accelerate an exponential rate. What were the biggest technology-related concerns for customer care and contact center leaders in the past year?

Guest Blog: Digitalizing Customer Service for 2018

ShepHyken

Businesses that already have a strong digital customer service strategy in place are steps ahead of the competition, however here’s how you can catch up in 2018. The post Guest Blog: Digitalizing Customer Service for 2018 appeared first on Shep Hyken.

5 Top Customer Service Articles for the Week of December 31, 2018

ShepHyken

Customer Guru) As we bid goodbye to 2018 and usher in 2019, we have made some customer-centric resolutions for this new year. The post 5 Top Customer Service Articles for the Week of December 31, 2018 appeared first on Shep Hyken.

Regifting for 2018

Contact Center Pipeline

Yet another year is coming to a close, and I can think of no better way to prepare for 2018 than with a round of regifting! This annual tradition here at the Agility Factor column has been a real boon to the industry over the years. We’ve cleaned out some of the biggest messes in […].

How to Fearlessly Empower Your Contact Center Agents

Speaker: Jeff Toister, Employee Training Expert, Bestselling Author, Speaker

November 28th, 2018 11:00 AM PST, 2:00 PM EST, 6:00 PM GMTAn ICMI study revealed that 86 percent of contact centers don't fully empower their agents to deliver an outstanding customer experience. One of the main inhibitors is fear.

2018 Contact Center Technology Survey Reveals Critical Needs

Contact Center Pipeline

Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years since we reached out to contact center professionals to take stock of their technology views.

iQorian Values Week 2018

iQor

Exciting week of celebrations highlighting iQorian Values Week 2018. Events iQorian Values

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How to Disrupt Your Competition

ShepHyken

5 Top Customer Service Articles for the Week of November 19, 2018

ShepHyken

The post 5 Top Customer Service Articles for the Week of November 19, 2018 appeared first on Shep Hyken. 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.

Artificial Intelligence in Cloud-Based Solutions

Speaker: Rick Nucci, Co-Founder & CEO of Guru

November 6th, 2018 9:00 AM PST, 12:00 PM EST, 4:00 PM GMT With the advent of chatbots, artificial intelligence, interactive voice response, and machine learning, novel technologies continue to disrupt the contact center industry.

5 Top Customer Service Articles for the Week of December 24, 2018

ShepHyken

50 Mind-Blowing Stats About E-commerce Experience in 2018 by Lauren Burgess. The post 5 Top Customer Service Articles for the Week of December 24, 2018 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources.

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5 Top Customer Service Articles for the Week of December 17, 2018

ShepHyken

CustomerThink) As 2018 comes to a close, it’s time to reflect upon this year’s Customer Care industry highlights, and to think about what’s expected to happen next year. The post 5 Top Customer Service Articles for the Week of December 17, 2018 appeared first on Shep Hyken.

5 Top Customer Service Articles for the Week of November 26, 2018

ShepHyken

The post 5 Top Customer Service Articles for the Week of November 26, 2018 appeared first on Shep Hyken. 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.

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The Best Advice for Contact Centers in 2018: The Experts Weigh In

Fonolo

But if we momentarily dial the sound down, we are rewarded with a) some mental clarity; and b) the sweet, sweet sounds of intelligent, helpful voices who deliver some music-to-our-ears advice on how to survive and thrive in 2018 and beyond. White Paper: CX Trends You Need to Watch in 2018.

Creating Distinction to Improve Customer Interactions

Speaker: Scott McKain, Business Consultant, Bestselling Author, Speaker

October 31st, 2018 11:00 AM PST, 2:00 PM EST, 6:00 PM GMTThis webinar will explore how a professional or an organization can create distinction to stand out in their industry. In a business landscape with many iconic companies, many organizations struggle with how to become noteworthy.

Bridge Music Academy "The racist keyboard" (2018) 2:00 (India)

ShepHyken

PSA & Public Interest Read more about Bridge Music Academy "The racist keyboard" (2018) 2:00 (India). This might be one of the more intriguingly conceptual ideas I've seen in a while.

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5 Top Customer Service Articles for the Week of November 12, 2018

ShepHyken

Forrester) Let’s face it: 2018 was not a fabulous year for customer experience. The post 5 Top Customer Service Articles for the Week of November 12, 2018 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources.

5 Top Customer Service Articles for the Week of December 10, 2018

ShepHyken

The post 5 Top Customer Service Articles for the Week of December 10, 2018 appeared first on Shep Hyken. 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.

5 Top Customer Service Articles for the Week of October 15, 2018

ShepHyken

The 2018 Customer Service Study from ThinkJar highlights strategy, budgeting, stakeholders, and the current top-trends: digital transformation, AI, IoT, and data-based decision making. The post 5 Top Customer Service Articles for the Week of October 15, 2018 appeared first on Shep Hyken.

Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of RapportBoost.ai

October 23th, 2018 11:00 AM PST, 2:00 PM EST, 6:00 PM GMT Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers.

To a More Cost-Efficient 2018

Contact Center Pipeline

Many of you reading this are likely in the throes of it right now: the annual budgeting process. You are being pressured to “do more with less,” and you will be held accountable for everything you agree to during this period (and yes, even some things that you never agreed to).

5 Top Customer Service Articles for the Week of November 5, 2018

ShepHyken

The post 5 Top Customer Service Articles for the Week of November 5, 2018 appeared first on Shep Hyken. 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.

5 Top Customer Service Articles for the Week of October 29, 2018

ShepHyken

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. 4 Major Customer Service Faux Pas by Holger Reisinger .

2018 Customer Experience Trends

The Center for Client Retention

Review these 2018 Customer Experience Trends for what’s fresh, viable, and essential to staying in the game. Dig more deeply into these 2018 trends and find creative ways to leverage the most relevant ones.

Moving Customer Service to Customer Experience and How It Benefits Your Business

Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders

October 17th, 2018 11:00 AM PST, 2:00 PM EST, 6:00 PM GMTThis webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience.

5 Top Customer Service Articles for the Week of September 24, 2018

ShepHyken

The post 5 Top Customer Service Articles for the Week of September 24, 2018 appeared first on Shep Hyken. 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.

5 Top Customer Service Articles for the Week of October 8, 2018

ShepHyken

The post 5 Top Customer Service Articles for the Week of October 8, 2018 appeared first on Shep Hyken. 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.

The Ultimate CX Infographic, 2018

Customer Experience Matters

The post The Ultimate CX Infographic, 2018 appeared first on Customer Experience Matters®. Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration. Take a look at last year’s ultimate CX infographic. Here are links to download different versions of the infographic: Infographic: in .jpg jpg format, in .pdf pdf format 18? poster: in .jpg jpg format, in .pdf pdf format.

Contact Center Pipeline Magazine: Inside Our November 2018 Issue

Contact Center Pipeline

November! It’s that time of year! Halloween has passed, the pumpkins are gone, and now we look forward to spending time with our friends and loved ones at Thanksgiving. As always, Pipeline is here to help during this busy time of year. You can search our article archive and blog for seasonal tips.

Top Priorities in Customer-Centric Contact Centers

Speaker: Tony Medrano, CEO of RapportBoost.ai

November 27th, 2018 12:30 PM PST, 3:30 PM EST, 7:30 PM GMT Customer preferences are constantly evolving, creating the need for contact centers to change in order to meet their needs. What communication channels do customers prefer?