CCNG
MAY 3, 2023
In a recent CCNG Town Hall event, members Amas Tenumah and Amayea Maat reviewed the evolution of training in the customer contact and experience delivery arena. This was a lively and fun discussion that also incorporated discussions around leading in the state of the world we live in today post 2020.
CCNG
MARCH 12, 2021
According to The Northridge Group's State of Customer Service Experience 2020 report, as a result of COVID-19, 68% of consumers have increased their online shopping and plan to continue at this increased rate post-pandemic. Create a more engaging learning environment by providing modularized training. Focus on leadership.
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Beyond Philosophy
DECEMBER 31, 2019
Here we go, beginning of 2020 and a whole new decade. With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . In 2020, we are going to see continued development in these areas. . It is essential to reflect where we have been and where we want to go at this time of year.
ShepHyken
DECEMBER 21, 2020
My Comment: Vala Afshar is back with more information on the Salesforce 2020 State of Service report. Airline Customer Service Improved In 2020. Forbes) Airline customer service improved in 2020, rising to its highest level since 1994. 10 Customer Experience Books Worthy of Discussion in 2020 by Dan Gingiss. Here’s Why.
Advertiser: Symtrain
2020 has thrown a curveball at society, upending organizational objectives, expectations, and resources. The rush to deploy technology addresses only half the training equation. The rush to deploy technology addresses only half the training equation. The rush to deploy technology addresses only half the training equation.
Beyond Philosophy
JANUARY 5, 2021
So, for better or worse, we shall do that for 2020 as well. We shared both personal and business things that 2020 has taught us on a recent podcast. Finally, 2020 has taught me gratitude for you, my readers. The post The Most Significant Things We Learned in 2020 appeared first on CX Consulting.
ShepHyken
NOVEMBER 1, 2020
Poor training and abusive customers – both very scary when mismanaged – are just two of the five topics covered in this short article. 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. You may have been trained on many of them.
Advertiser: Skilljar
In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs. Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more.
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
Adapting to a post-COVID world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Thursday July 16, 2020 11AM PST, 2PM EST, 6PM GMT Discuss DIY platforms versus managed services – which is right for me?
Speaker: Laura Sikorski, Contact Center Consultant
Companies can achieve high customer satisfaction and loyalty when there is appropriate training, coaching, measurement/reporting, and organizational collaboration. June 25th, 2020 11:00 AM PST, 2:00 PM EST, 7:00 PM GMT. The role of your employees is paramount. How do you retain the human touch in the digital world?
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