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. 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.

Customer Service 226

Customer Service Self service B2B Customer centricity 226

ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. When your customers can buy what you sell from others, that’s called competition. That also makes it a commodity.

Automotive 1281

Automotive Customer Service Customer Experience Management 1281

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. 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.

Consulting 258

Consulting Consulting Marketing Accountability 258

ShepHyken

JANUARY 3, 2018

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.

Customer Service 244

Customer Service Self service Personalization Technology 244

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.

Contact Center

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. The post Think 2018 appeared first on Think CX.

Marketing 100

Marketing Personalization CRM Management 100

Callminer

DECEMBER 30, 2018

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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Callminer

NOVEMBER 13, 2018

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.

Analytics 220

Analytics Best practices First call resolution Sales 220

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. 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.

Customer Service 166

Customer Service Chatbots Advertising Customer Care 166

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. 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

Contact Center 186

Contact Center Customer Experience Analytics Technology 186

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.

Interactive Voice Response

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. 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 220

Customer Service Education Customer centricity Marketing 220

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. 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.

Customer Service 215

Customer Service Airlines Customer retention Marketing 215

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

Contact Center 100

Contact Center Call Center 100

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. 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.

Automotive 206

Automotive Customer Service Engineering Education 206

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.

Benchmark

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. 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.

Morale 208

Morale Customer Service Coaching Customer Care 208

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. 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.

Customer Service 214

Customer Service Customer Care Customer Experience 214

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. 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.

Customer Service 210

Customer Service Marketing Technology Customer Experience 210

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

Customer Service 230

Customer Service Customer Experience 230

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.

Sales

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. 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.

Customer Service 206

Customer Service B2B Technology Sales 206

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

Customer Service 215

Customer Service Enterprise Engineering Contact Center 215

Callminer

NOVEMBER 12, 2018

Each year we love to recognize our customers and allow them to share their speech analytics journey with the rest of our CallMiner users

Analytics 198

Analytics 198

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. 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.

Customer Service 203

Customer Service Customer retention Metrics Call Center 203

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.

Customer Experience

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. 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.

Customer Service 198

Customer Service Customer centricity Self service Marketing 198

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. 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 Service 190

Customer Service Surveys Customer Care Feedback 190

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. 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.

Airlines 193

Airlines Morale Employee engagement Customer Service 193

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. 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.

Airlines 195

Airlines Customer Service Wireless Customer Support 195

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.

Technology

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. 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.

Automotive 194

Automotive Customer Service Metrics Technology 194

ShepHyken

JANUARY 22, 2018

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.

Customer Service 207

Customer Service Wireless Airlines Chatbots 207

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. 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.

Personalization 189

Personalization Customer Service B2B Enterprise 189

ShepHyken

APRIL 30, 2018

The post 5 Top Customer Service Articles For the Week of April 30, 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. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss.

Customer Service 190

Customer Service Personalization Customer Experience Self service 190

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.

Customer Experience

ShepHyken

FEBRUARY 19, 2018

Mindflash) The secret is out: 2018 has been declared the “Year of the Customer” — and there is a list of surprising statistics about the customer experience to support this claim. The post 5 Top Customer Service Articles For the Week of February 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.

Customer Service 190

Customer Service Customer Care Self service Chatbots 190

ShepHyken

JUNE 11, 2018

The post 5 Top Customer Service Articles For the Week of June 11, 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. Delivering Remarkable Experiences Is How You Win More Customers by Sonia Thompson. Entrepreneur) Equip your team to make a lasting impression.

Customer Service 183

Customer Service Customer retention Customer Experience 183

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

Management 100

Management Contact Center Call Center 100

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. 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.

Airlines 179

Airlines Customer Service Contact Center Customer Experience 179

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.

Contact Center