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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. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. I can sum it up with two examples. Example #1: Relabeling Rather Than Revamping. BigIdeas2018.

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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. The customer expects more than ever.

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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. L-R) Customer Service Director Michael Hull, First Associate’s Pulkit Jain, and Brian LaRoche.

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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. The post Guest Blog: Customer Service Trends for 2018 appeared first on Shep Hyken.

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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 GMT By the end of this webinar, you will know: Clear and actionable steps to immediately improve agent empowerment. Gain practical tips from case studies featuring leading companies. Learn the tools to allow agents to deliver remarkable experiences.

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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 […].

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ICYMI: CallMiner Top 10 Stories of 2018

Callminer

CallMiner had amazing product news, awards and press in 2018 and in case you missed it, below are 10 highlights from the year!

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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. By the end of this webinar, you will know: What is real and what is fiction in the latest trends in artificial intelligence. How to leverage AI to drive cloud-based solutions in contact centers. How to combine the human element with automation, rather than replacing them.

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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 GMT Why much of what you’ve heard – like “under promise/over deliver, “defense wins championships,” “sell harder” – does not work in today’s marketplace of multiple generations and cultures.

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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. By the end of this webinar, you will know: Why this new communication channel is effective with younger generations. How artificial intelligence can improve your organization's KPIs through machine learning. How AI is empowering agents rather than replacing them.

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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 GMT The steps necessary to define CX strategy. How to set and manage CX expectations. Outcomes of effective Journey Maps. How to get the best possible feedback from customers.

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From Single Channel to Omnichannel

Speaker: Tom Vander Well, President & CEO, Intelligentics

December 12th, 2018 11:00 AM PST, 2:00 PM EST, 6:00 PM GMT By the end of this webinar, you will know: What are the most common omnichannel options. What the pros and cons are with each channel. How to do your due diligence to make wise, customer-centric choices.

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Fireside Chat: Lessons from "The Convenience Revolution"

Speaker: Shep Hyken, Bestselling Author & Customer Experience Expert

November 20th, 2018 11:00 AM PST, 2:00 PM EST, 6:00 PM GMT The benefits of self-service. How to use subscription models to provide convenience. How to leverage cutting edge technology to make your customers' lives easier.

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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. How contact center leaders and agents can reap the unique benefits of connecting with customers across all channels. How to improve agent performance and manage their expectations.

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

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.