ShepHyken

DECEMBER 14, 2020

CXM) The digital transformation of companies accelerated significantly in 2020. My Comment: As we end 2020 and head into 2021, there are plenty of experts sharing their predictions and spotting the trends that will help us provide a better CX experience. Meeting them is obviously important. Then the secret to success is simple.

Customer Service 346

Customer Service Entertainment Customer Experience Marketing 346

ShepHyken

NOVEMBER 1, 2020

A Walker study (opt-in required) found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator. If I were tasked with sharing some customer service tips at my next team meeting, this would be the article I need to get started. CustomerThink) This is the era of customer experience.

Customer Service 261

Customer Service Customer Support Self service Customer Experience 261

Contact Center Pipeline

DECEMBER 8, 2020

Contact Center Pipeline’s AUTHOR WALL OF FAME Janet LeBlanc is President of Janet LeBlanc + Associates, a consulting firm specializing in the design and delivery of a Branded Customer Experience®.

Customer centricity 147

Customer centricity Metrics Contact Center Consulting 147

Contact Center Pipeline

JUNE 17, 2020

Contact Center Pipeline’s AUTHOR WALL OF FAME Paul Stockford is Founder, President and Chief Analyst at Saddletree Research, a veteran-owned boutique research and analysis firm with a sharp focus on the North American contact center industry. Area of Expertise: Demand-based contact center market trends, issues and opportunities.

Contact Center 162

Contact Center Marketing Call Center Technology 162

Contact Center Pipeline

SEPTEMBER 15, 2020

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name: Verint CEO: Dan Bodner, President, CEO and Chairman of the Board When Founded: 1994. We just celebrated our 25th year. Describe your company: As “The Customer Engagement Company,” Verint helps organizations enhance the customer experience while improving operational efficiency.

Contact Center 147

Contact Center Customer Experience Enterprise Analytics 147

Beyond Philosophy

FEBRUARY 20, 2020

A post shared by Miquela (@lilmiquela) on Jan 28, 2020 at 2:38pm PST. The post Where AI Meets CX: Inventor of the Hashtag Shares Innovative Concepts Pt 2 appeared first on Customer Experience Consulting. View this post on Instagram. Consider Lil Miquela on Instagram. She also has nearly two million followers.

Construction 406

Construction Chatbots Consulting Consulting 406

Contact Center Pipeline

MARCH 17, 2020

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name: WFMSG (The Workforce Management Software Group) CEO/Co-Founders: Daryl Gonos, CEO; Todd Cotharin, COO; Peter Schmidt, CTO When founded: 2005 Describe your company: WFMSG provides a unique and simplified approach to forecasting and scheduling contact center agents and is used by hundreds (..)

Contact Center 147

Contact Center Management Call Center 147

Contact Center Pipeline

FEBRUARY 18, 2020

Contact Center Pipeline’s AUTHOR WALL OF FAME Lori Bocklund is President of Strategic Contact, an independent consulting firm that helps companies optimize the value of their customer contact technology and operations. Area of Expertise: Contact Center Technology, Strategy and Operations What is your background in the industry?

Consulting 147

Consulting Consulting Contact Center Technology 147

Contact Center Pipeline

JULY 9, 2020

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name: Human Numbers CEO/Founder: Tiffany LaReau, Certified Workforce Manager & Owner When founded: 2008 Describe your company: We create forecasts, generate schedules and develop staffing models for all kinds of contact centers. What is your background in the industry?

Contact Center 147

Contact Center Management Call Center 147

ShepHyken

DECEMBER 28, 2020

Engati) Meet our 200 luminaries who have taken these worlds by storm and have created a community like no other. The post 5 Top Customer Service Articles For the Week of December 28, 2020 appeared first on Shep Hyken. So many stats are based on consumer feedback. It is refreshing to get the B2B perspective. Follow on Twitter: @Hyken.

Customer Service 352

Customer Service B2B Customer Experience Marketing 352

ShepHyken

SEPTEMBER 21, 2020

My Comment: Want to meet – and even exceed – your customers’ expectations? The post 5 Top Customer Service Articles For the Week of September 21, 2020 appeared first on Shep Hyken. Then read this article and pay attention to all five points. Simple ideas, yet powerful when executed well. Follow on Twitter: @Hyken.

Customer Service 236

Customer Service Customer centricity Customer Experience Marketing 236

ShepHyken

JANUARY 6, 2020

6 Ways to Upgrade Your Customer Experience in 2020 by Gene Hammett. If your goal for 2020 is rapid growth, your customer experience has to outpace your competition’s. Have a meeting and brainstorm what the eleven-star or 10X price looks like. That said, ROX can apply to any part of the customer experience.

Customer Service 260

Customer Service Journey mapping Contact Center Customer Experience 260

ShepHyken

OCTOBER 12, 2020

And with uncertain times still ahead, now is the time to bolster the means of delivering customer service in a resilient and flexible manner to meet those expectations. 8 Ways to Stand Out in Your Next Virtual Meeting by Shaun Belding. We’ve all been seemingly over-exposed to poorly managed online meetings.

Customer Service 196

Customer Service Airlines Customer Experience Marketing 196

ShepHyken

JANUARY 13, 2020

4 Things to Automate In 2020 for Better Customer Relationships by Nathan Resnick. And, with 2020 arriving, now is a good time to find new solutions that meet the needs of your target audience. The post 5 Top Customer Service Articles For the Week of January 13, 2020 appeared first on Shep Hyken.

Customer Service 234

Customer Service Journey mapping B2C B2B 234

Contact Center Pipeline

NOVEMBER 12, 2020

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name: NICE inContact CEO: Paul Jarman When Founded: 1997 Describe your company: NICE inContact, a NICE business, works with organizations of all sizes to create extraordinary and trustworthy customer experiences that create deeper brand loyalty and relationships that last.

Contact Center 162

Contact Center Customer Experience Analytics Call Center 162

ShepHyken

SEPTEMBER 7, 2020

CustomerThink) Customer experience is traditionally focussed on flexing what you do to meet customer expectations. The post 5 Top Customer Service Articles For the Week of September 7, 2020 appeared first on Shep Hyken. Customer Experience or Customer Engagement – what’s the difference and how do you truly engage? by Beverley Stag.

Construction 230

Construction Customer Service Feedback Customer retention 230

ShepHyken

OCTOBER 5, 2020

Time to pay attention and meet your customers where they are. Customer Service Week is October 5-9: Learn 5 Ways to Celebrate Your Virtual Agents When They Need it Most (Thanks, 2020) by Veronica Krieg. Sharpen Technologies) 2020 didn’t cancel National Customer Service Week. You must adapt to the new way of doing business.

Customer Service 164

Customer Service Virtual Agent Enterprise Contact Center 164

Concentrix

MARCH 9, 2020

CUSTOMER magazine award recognizes innovative customer experience technology solutions TMC announced today the winners of the 2020 CUSTOMER Products of the Year Award, presented by CUSTOMER magazine. The award highlights products which enable clients to meet and exceed the expectations of their customers.

Technology 121

Technology Customer Experience 121

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? Not only is it a chance to find out what everyone is working on — and hopefully pick up some tips — but it’s also a chance to meet with our peers. GTACC 2020 Conference, Toronto. Customer Service and Contact Center Conferences in January 2020.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

Global Response

JANUARY 31, 2024

It’s far too much hassle to hire and train in-house employees to meet these changes in demand. Between 2020 and 2021, cyberattacks increased by 68%. Hold regular meetings and updates to keep everyone on the same page and foster a sense of teamwork. But it’s easy to scale outsourced technical support services.

outsourcing 62

outsourcing Technical Support Best practices Education 62

Fonolo

OCTOBER 22, 2020

Of all the years in recent memory, 2020 will stand out as one the most challenging and unexpected. Industries worldwide have risen to meet their new realities and adapted admirably. . 2020 Holiday Shopping Trends Report, Tinuiti. According to @MorningConsult, 67% of shoppers plan to reduce their general holiday spending in 2020.

Consulting 133

Consulting Consulting Finance Surveys 133

ChurnZero

MARCH 10, 2021

APPEALIE announced the twelve winners of the 2020 SaaS Leader Awards, a software leadership award honoring the top Marketing and Customer Success executives in the industry. . “The glowing nominations our 2020 honorees received reflect the high standard of excellence in SaaS today.” Satmetrix Systems, Inc.,

SaaS 98

SaaS Chief Customer Officer Employee engagement Enterprise 98

Outsource Consultants

OCTOBER 23, 2020

?Saint Louis Park, MN, October 23, 2020 – Outsource Consultants is excited to announce that we are a Minneapolis/St. Paul Business Journal Fast 50 honoree for 2020. Paul Business Journal has named Outsource Consultants, a leader in outsource call center selection, to its 2020 Fast 50 list. The Minneapolis/St.

Consulting 128

Consulting Consulting outsourcing Call Center 128

Fonolo

OCTOBER 20, 2020

The State of the Contact Center in 2020 is a far cry from where we expected it to be this time last year. Read the Full Report, FREE: Download The State of the Contact Center in 2020 Industry Report. In last year’s Contact Center Trends 2020 report, we predicted that there would be a mass migration to the cloud over the coming years.

Contact Center 126

Contact Center Coaching Education Analytics 126

ShepHyken

MAY 4, 2020

He offers up an assignment; having a meeting, remote if necessary, to brainstorm the ultimate customer experience. But while reopening is the order of the day, re-marketing will be the order of 2020 as retailers try to transcend simple survival and get back on their feet. (I have two of them in this TOP FIVE roundup this week.)

Customer Service 240

Customer Service B2C B2B Contact Center 240

SharpenCX

DECEMBER 10, 2019

As you run headfirst into 2020, we’re walking through an action plan to define your call center performance goals and the experience you want to deliver. Let’s say I own a dog-walking company in Indianapolis, and I’m planning my goals and strategies for 2020. Objective: Grow client-base and walk 40% more dogs by the end of 2020.

Call Center 84

Call Center Contact Center Customer Service First call resolution 84

ProProfs Blog

JANUARY 30, 2020

Customer Engagement Statistics 2020 Explained. And, meeting customer expectations is one of the ways to accomplish so effectively. The post 50+ Customer Engagement Statistics for 2020 appeared first on ProProfs Learning. Source: Statista ) Tweet this. Active customer engagement is crucial for any business to become a success.

B2B 204

B2B Banking Personalization Employee engagement 204

CSM Magazine

DECEMBER 5, 2019

Philip Say, VP of Innovation Product Management, Sutherland Labs shares his CX Predictions for 2020. In 2020, edge computing will begin revamping CX, moving user experiences into device end-points and revising traditional omnichannel constructs and frameworks. AI unlocks intelligent experiences in customer support.

Customer Experience 91

Customer Experience Construction Finance Customer centricity 91

Integrity Solutions

FEBRUARY 12, 2020

Many sales influencers are doing great things, but we wanted to shine a spotlight on a few of our favorites, those whose viewpoints align well with ours and can help motivate you and your teams to perform better in 2020. . The post Our 10 (OK, 11) Favorite Sales Influencers of 2020 appeared first on Integrity Solutions.

Sales 127

Sales B2B Engineering Consulting 127

VirtualPBX

DECEMBER 29, 2020

It has been a big year at VirtualPBX, and we’d like to share our 2020 Year in Review with you. All our departments have worked hard in 2020 to help business make the most out of their evolving work situations — including the common switch to remote work. We hope to make 2021 as successful as this year.

voip 105

voip Enterprise Wait times 105

ChurnZero

JANUARY 28, 2021

2020 SaaS Awards Announced – Appealie Honors The Very Best in Software . . APPEALIE has announced the winners of the 2020 SaaS Awards, and ChurnZero is proud to be recoginized again for the third year in a row. . The 2020 APPEALIE SaaS Award winners are presented below. . OVERALL SAAS AWARD WINNERS.

SaaS 96

SaaS Surveys Feedback Technology 96

Fonolo

OCTOBER 29, 2020

The 2020 holiday shopping season will look very different from others in recent memory, thanks to COVID-19. Here are some of our best tips for retailers when navigating holiday shopping season 2020: 1. The State of the Contact Center in 2020 Industry Report. Think you’re ready? You’re probably not. Manage expectations.

Contact Center 96

Contact Center Interactive Voice Response Surveys Marketing 96

Interactions

NOVEMBER 19, 2020

Per Google’s 2020 Retail guide , more than a third of U.S. These were the four most important trends for e-commerce in 2020. Customers will expect brands to meet them where they are and offer the same level of experience in an online digital world. And most likely this trend will persist throughout the remainder of 2020.

Chatbots 62

Chatbots Sales Customer Experience Technology 62

ShepHyken

JUNE 22, 2020

My Comment: Here’s a great compilation of 150 customer experience quotes that will make some great conversation starters at your next team meeting. The post 5 Top Customer Service Articles For the Week of June 22, 2020 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 141

Customer Service Consulting Consulting Customer Experience 141

LiveVox

DECEMBER 8, 2020

As more people rely on digital to handle tasks and expect businesses to meet their new digital needs, financial services have been pivoting. In the unprecedented year of 2020, the focus on digital transformation has accelerated. The post Top Challenges in Financial Services in 2020 and Solutions for 2021 appeared first on Livevox.

Contact Center 83

Contact Center 83

Nuance

NOVEMBER 25, 2020

At each of the past few RSNA annual meetings, Nuance has introduced important new capabilities and enhancements for our diagnostic solutions portfolio. That includes the Nuance® AI Marketplace, Nuance PowerScribe™ One, and for 2020, the integration of Common Data Elements standards into PowerScribe One. This is a summary.

Analytics 97

Analytics Management Healthcare 97