Beyond Philosophy
DECEMBER 27, 2019
The Biggest Thing We Learned in 2019. If there is one thing we have learned in 2019, it is that customers give us a lot to think about regarding their behavior. The image of it fascinates me because it illustrates how influential and essential memories are in Customer Experience management at a conscious and subconscious level.
ShepHyken
AUGUST 19, 2019
They look specifically at the customer service experience of 500 US-based brands in “high-growth mode” in the month of May 2019. Clear Action) Marketing’s role in customer experience leadership can be powerful, especially if it’s managed holistically. Even if you’re not in retail, you should read this article.
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CX Accelerator
DECEMBER 31, 2018
Below are practical recommendations from several of the best minds in Customer Service (myself excluded) to help you develop your best culture in 2019! Mary generally has good schedule adherence, time management, and can be trusted to stay on task and get stuff done. May 2019 be the year of authentic culture for all of us!
Beyond Philosophy
APRIL 9, 2021
Let’s imagine that you’re an account manager with 200 customers. We discussed Dunbar’s number and limitations of managing groups of people on a recent podcast. Once you understand your limitations, you can discover the actual number of people you can effectively manage. Yep, you guessed right, not much.
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
September 12, 2019 11:00am PDT, 2:00PM EDT, 7:00PM GMT. Employee engagement. Organizational empowerment. Learn how to monitor the logical flow toward any desirable business result through this growth-building measurement framework.
ShepHyken
AUGUST 12, 2019
Calculating the ROI of CX: Complete Guide 2019 [Includes Spreadsheets] by Alyona Medelyan. Drucker (or Deming) said, “You can manage what you don’t measure.” MIT Sloan Management Review) The most memorable experiences are suffused with emotion — not extra features or value for money. Follow on Twitter: @Hyken.
Peter Lavers
FEBRUARY 21, 2019
What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? I was delighted to be invited by IBM Watson to Think 2019 in my role as an IBM Futurist. HR – staff engagement/talent/culture/performance management. DataScience.
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
August 15th, 2019 11:00am PDT, 2:00PM EDT, 7:00PM GMT. Is your business ready to outsource? What are your next steps? Don’t miss out on this exciting experience to leverage the knowledge and expertise of an industry leader! Reserve your spot today!
Speaker: Jim Rembach, President of Call Center Coach
June 12th, 2019 11:00am PDT, 2:00PM EDT, 7:00PM GMT The question you must ask that can dramatically increase agent development. And learn about the findings from experts with over 250-years of combined experience on how to lead your contact center during rapid change.
Speaker: Vicki Brackett, Author and COO of Sinousia
July 18th, 2019 11:00am PDT, 2:00PM EDT, 7:00PM GMT. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention.
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This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019. A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era.
Speaker: Kristina Evey, Customer Experience Expert and Consultant
August 1st, 2019 11:00AM PDT, 2:00PM EDT, 7:00PM BST Join us in this insightful webinar with Kristina Evey, Customer Experience Expert and Consultant, who will provide you with the best methods to ensure that your front line representatives are getting the support that they need. 15 Minute In-n-Out Training. Employee Incentives.and more!
Speaker: Sam Hahn, VP of Technology & Technology Evangelist, eGain Corporation
If AI is a red-hot topic, AI and knowledge management for contact centers is white hot! Want to know how to overcome these impediments, and succeed with AI in 2019? February 26th, 2019 11:00AM PST, 2:00PM EST, 7:00PM GMT To say that there has been a lot of hype around AI is an understatement.
Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI
Setting aside the large costs involved in high rates of employee turnover that can result from lack of employee satisfaction and engagement, the positive results of good Workforce Engagement Management include increased performance and productivity as well as enhanced customer satisfaction and loyalty. What is Workforce Engagement Management?
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