Congratulations to the 2018 LISTEN Awards Winners

Callminer

The third recipient of the 2018 LISTEN Award was Marvie Wright, Director of Leadership and Sales Training at marketing and customer engagement solution provider Dialog Direct for developing and implementing their client-focused sales training program powered by speech analytics, which continues to drive sustained improvements to their sales efforts including 10% increase in close rates and 8% improvement in quality scores.

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. In this backdrop of top 10 customer service trends for 2018, are you, as a business offering the best of customer service to your customers? The post Guest Blog: Customer Service Trends for 2018 appeared first on Shep Hyken.

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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. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome.

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. The post Think 2018 appeared first on Think CX.

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.

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. That’s what it will take to make 2018 great for your business. The post Five Customer Service Must-Do’s For 2018 appeared first on Shep Hyken.

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. Add new comment

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. Therefore it is advisable that businesses do not fully switch to AI controlled customer service, but look at areas that they can begin to automate in 2018. The post Guest Blog: Digitalizing Customer Service for 2018 appeared first on Shep Hyken.

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. If you can take a moment during this hectic season, be […]. Featured call center contact center

What to Expect for Contact Centers in 2018

Contact Center Pipeline

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. In a competitive landscape where consumers are inundated with options, delivering a seamless customer experience can be a key differentiator in building engaged, loyal customers. Technology agent desktop analytics call center contact center omnichannel

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 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. 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.

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. I have added my comment about each article and would like to hear what you think too. How the leader in the cockpit builds a brand by Alaina Love.

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. It’s a noisy little planet we live on.

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 . Business 2 Community) When someone reaches out to your customer service team, more often than not, they’re experiencing some sort of issue.

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.

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. 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.

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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. I have added my comment about each article and would like to hear what you think too. Crazy Ideas About Customer Service You Would Like To Try Again by Guy Sheetrit.

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. 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. 7-Eleven is testing new ‘scan-and-go’ technology by Ilyse Liffreing.

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. My Comment: My friend, Vala Afshar of Salesforce, summarizes the 2018 Customer Service Study from ThinkJar, which focuses on operational excellence and current trends in the customer service and experience world.

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.

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. I have added my comment about each article and would like to hear what you think too. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! by Deeksha Dadu.

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. I have added my comment about each article and would like to hear what you think too. Customer Service: Where We Are and Where We Are Going by Fara Haron.

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. I have added my comment about each article and would like to hear what you think too. Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days.

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. Weaknesses of an WFMerInterviewer: What are your greatest strengths?Answer: Answer: I […]. Workforce Management call center contact center WFM workforce management

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 January 29, 2018

ShepHyken

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. The post 5 Top Customer Service Articles For the Week of January 29, 2018 appeared first on Shep Hyken.

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. 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. I have added my comment about each article and would like to hear what you think too. 10 Examples Of Amazing Customer Service Departments For Customer Service Week by Blake Morgan.

Advocamp Field Day 2018 Recap

Influitive

On October 3, 2018, campers joined us from far and wide to celebrate customer love at Advocamp Field Day, the biggest customer engagement, experience, and advocacy event of the year. Aside from getting inspired by world class speakers and fellow customer advocacy professionals, campers also enjoyed some trail mix and had some run-ins with a.

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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 GMTTechnology is allowing for a growing number of communication channels between businesses and their customers.

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

ShepHyken

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. I have added my comment about each article and would like to hear what you think too. The Violence of The Customer Experience by Mary Drumond and Guilherme Cerqueira.

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. I have added my comment about each article and would like to hear what you think too. The Secret Sauce to Customer Experience is a Blend of Four Ingredients by Joseph Michelli.

5 Top Customer Service Articles For the Week of January 22, 2018

ShepHyken

10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. The post 5 Top Customer Service Articles For the Week of January 22, 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. I have added my comment about each article and would like to hear what you think too.

5 Top Customer Service Articles for the Week of June 25, 2018

ShepHyken

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. I have added my comment about each article and would like to hear what you think too. Keys To Earning Sustained Loyalty From Your Employees by Charle Brown.

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 GMTA revolution in customer convenience is currently underway, disrupting old business models and driving rapid innovations. Customers now have raised expectations, and this trend will be accelerating in the future.

5 Top Customer Service Articles For the Week of June 18, 2018

ShepHyken

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. I have added my comment about each article and would like to hear what you think too. 5 Common Customer Service Complaints and How to Fix Them by Swati Kungwani. Retail Customer Experience) A retail business can never be immune from complaints.

Meet your first wave speakers for Customer Success Summit 2018

Totango

Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. Customer Success Summit Uncategorized Customer Success Summit 2018Customer Success Summit brings together the best and brightest minds in Customer Success. The first wave of speakers has been announced and the experience and CS knowledge they bring to #CSSummit18 is priceless.

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

ShepHyken

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. I have added my comment about each article and would like to hear what you think too. Companies Offering Convenience Are Taking Over The World by Shep Hyken. LiveChat) I think that there is a revolution taking place in the world of business.

5 Top Customer Service Articles For the Week of May 21, 2018

ShepHyken

The post 5 Top Customer Service Articles For the Week of May 21, 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. I have added my comment about each article and would like to hear what you think too. 5 Ways Starbucks is Innovating the Customer Experience by Liz Barrett Foster.

Top Priorities in Customer-Centric Contact Centers

Speaker: Tony Medrano, CEO of RapportBoost.ai

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? Leading contact center and technology experts will discuss trends in phone, chat, email, SMS and self-serve options in order to help our audience better connect with, retain and acquire customers. Join Tony Medrano, CEO of RapportBoost.ai, Nate Brown, Co-Founder of CX Accelerator, and Kaye Chapman, Learning and Development Manager at Comm100, as they present real case studies of how companies are adapting to industry trends to meet the needs of customers and agents.