INDUSTRY INSIGHTS YOUR PEERS ARE READING
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. MORE
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. MORE
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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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
The post 5 Top Customer Service Articles For the Week of June 18, 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. MORE
Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018. My Comment: My friends at LiveChat have put out a 2018 customer service report. MORE
The post 5 Top Customer Service Articles for the Week of September 17, 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. MORE
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. MORE
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. MORE
The post 5 Top Customer Service Articles for the Week of June 25, 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. MORE
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. MORE
The post 5 Top Customer Service Articles for the Week of September 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. MORE
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. MORE
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. MORE
The post 5 Top Customer Service Articles for the Week of July 9, 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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. 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. 4 Major Customer Service Faux Pas by Holger Reisinger . MORE
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. MORE
As we kick off 2018, businesses will continue to improve the […]. Of the most impactful priorities for contact centers in 2017, customer experience was at the top of the list. MORE
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. MORE
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. MORE
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. MORE
2018 Related Topics Callminer
NOVEMBER 13, 2018
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.
Peter Lavers
FEBRUARY 27, 2018
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.
Beyond Philosophy
JANUARY 8, 2018
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.
ShepHyken
JANUARY 6, 2018
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.
Advertisement
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!
ShepHyken
MAY 11, 2018
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.
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ShepHyken
DECEMBER 3, 2018
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.
ShepHyken
MARCH 9, 2018
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.
ShepHyken
DECEMBER 31, 2018
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.
Contact Center Pipeline
DECEMBER 28, 2018
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.
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in February 2018. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.
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ShepHyken
DECEMBER 24, 2018
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.
ShepHyken
NOVEMBER 19, 2018
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.
ShepHyken
DECEMBER 10, 2018
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.
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.
ShepHyken
NOVEMBER 12, 2018
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.
ShepHyken
DECEMBER 17, 2018
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.
ShepHyken
OCTOBER 15, 2018
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.
ShepHyken
NOVEMBER 26, 2018
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.
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.
ShepHyken
JANUARY 6, 2018
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.
Fonolo
AUGUST 29, 2018
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.
Contact Center Pipeline
JANUARY 11, 2018
As we kick off 2018, businesses will continue to improve the […]. Of the most impactful priorities for contact centers in 2017, customer experience was at the top of the list.
ShepHyken
SEPTEMBER 24, 2018
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.
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.
ShepHyken
NOVEMBER 5, 2018
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.
ShepHyken
OCTOBER 8, 2018
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.
ShepHyken
OCTOBER 29, 2018
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 .
Contact Center Pipeline
DECEMBER 27, 2018
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.
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.
ShepHyken
SEPTEMBER 17, 2018
The post 5 Top Customer Service Articles for the Week of September 17, 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 Center for Client Retention
NOVEMBER 28, 2017
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.
ShepHyken
JANUARY 29, 2018
Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018. My Comment: My friends at LiveChat have put out a 2018 customer service report.
ShepHyken
JULY 9, 2018
The post 5 Top Customer Service Articles for the Week of July 9, 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.
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.
ShepHyken
JUNE 17, 2018
The post 5 Top Customer Service Articles For the Week of June 18, 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.
Customer Experience Matters
OCTOBER 2, 2018
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.
ShepHyken
SEPTEMBER 3, 2018
The post 5 Top Customer Service Articles for the Week of September 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.
ShepHyken
JUNE 25, 2018
The post 5 Top Customer Service Articles for the Week of June 25, 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.
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?
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