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Congratulations to the 2018 LISTEN Awards Winners

Callminer

The winners were Quentin (Quinn) Burrell, Business Analyst at First Associates, Pulkit Jain, Manager of Business Information Analytics at Encore Capitol Group, Marvie Wright, Director of Leadership and Sales Training at Dialog Direct. L-R) Customer Service Director Michael Hull, First Associate’s Pulkit Jain, and Brian LaRoche.

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Troublesome Trends & Predictions for 2018

Beyond Philosophy

My concerns only grow as we roll into 2018. Despite senior managers supporting improvements in Customer Experience, in theory, the reality is they don’t. The post Troublesome Trends & Predictions for 2018 appeared first on. I can sum it up with two examples. Example #1: Relabeling Rather Than Revamping. BigIdeas2018.

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Top 5 Workforce Management Posts in 2018

Contact Center Pipeline

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. What was on the minds of contact center WFMers in 2018? Our five most-read WFM blog posts are below. Weaknesses of an WFMerInterviewer: What are your greatest strengths?Answer:

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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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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

How to set and manage CX expectations. October 17th, 2018 11:00 AM PST, 2:00 PM EST, 6:00 PM GMT By the end of this webinar, you will know: What drives buying decisions. The steps necessary to define CX strategy. Outcomes of effective Journey Maps. How to get the best possible feedback from customers.

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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. The post Think 2018 appeared first on Think CX.

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5 Top Customer Service Articles For the Week of January 1, 2018

ShepHyken

15 Customer Experience Trends for 2018 by Bruce Temkin. My Comment: Let’s start the New Year with a list of 14 customer experience (CX) trends for 2018 by my friend Bruce Temkin. If CX is important to you, and I know it is, then pay attention to what Bruce predicts for 2018. We have a “Manager of Many Things.”

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Top Priorities in Customer-Centric Contact Centers

Speaker: Tony Medrano, CEO of RapportBoost.ai

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. 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.

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Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.