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.

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.

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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.

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.

How to Disrupt Your Competition

ShepHyken

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. If they’re selling the same thing, why should I buy from one company over another? Is it the quality of the product? Is it the price? Is it the customer service? . Your customers want your product to meet their expectations. And, let’s assume it does. Your customers also expect to receive a positive customer service experience. That’s no longer an option. Everyone is striving to create a good experience, at every level. That means, in most situations, your competition is trying to do what you do. So, what happens when you and your competition seem to be similar in quality, price and service? What then? How can you stand out? Add one more layer of customer experience, a convenient experience, and you can take the business away from your competitor. In other words, be easier to do business with. No friction and no hassle. And, that leads to this very important point: When great customer service meets convenience, you have the recipe for disruption. I was talking to the manager of the service and repair center at a major brand automotive dealership. He was trying to find ways to keep his customers coming back to his dealership versus going to an independent repair center. Even with promotions that made their prices competitive with independent repair centers, he struggled to keep his customers. The dealership’s hours of operation were Monday through Friday from 7:30 am to 5:30 pm. The competitor was open Monday through Friday from 7:30 am until 9:00 pm, as well as hours on Saturday and Sunday. It’s obvious who was more convenient. And, it’s no surprise that the independent repair center is always busy. Now, I’m not suggesting that the major dealership needs to be open seven days a week, but they should consider hours of operation that are more convenient for their customers. Within two miles of my home, there are three big-box home improvement stores. They are huge. Two are next door to each other and one of them is directly across the street. And just down the street, there is a much smaller independent Ace Hardware store. You might think these big-box stores with a bigger selection and lower prices would put the Ace Hardware store out of business, but they don’t. When you talk to the customers, many say the same thing, which is something like, “They are just easier to do business with.” What they mean is there is a smaller parking lot with less traffic. And, a smaller store that is easier to get around. Great service, which the competitors also offer, with a more convenient experience, which the competitors don’t offer, is one of the reasons this Ace Hardware store stays in business. The point is this. All things being equal, if your company is easier to do business with, and the customer knows it, you can win. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. Follow on Twitter: @Hyken. (Copyright © MMXVIII, Shep Hyken). The post How to Disrupt Your Competition appeared first on Shep Hyken. Customer Experience Customer Service Strategies customer convenience easy to do business with stand out from the competition

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.

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.

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.

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.

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.

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 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.

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 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 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.

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.

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.

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 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 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.

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 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.

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 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 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.

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.

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?

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 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.

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.

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.

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.

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.

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 […].

5 Top Customer Service Articles for the Week of July 30, 2018

ShepHyken

5 Ways Online and Offline Customer Experiences are Coming Together in 2018 by Vandita Grover. The post 5 Top Customer Service Articles for the Week of July 30, 2018 appeared first on Shep Hyken.

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.

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 .

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.