National Customer Service Week 2021!

Myra Golden Media

Mark your Calendars for October 4 – 8, 2021, because we’re celebrating National Customer Service Week! This year’s theme is, Celebrating the Heart of Service. And I’m facilitating five online video sessions!!!

And the winners are…congratulations to our LISTEN 2021 Award recipients!

Callminer

We recently announced our LISTEN 2021 Award winners, including seven LISTEN 2021 Analyst Award winners, and Top Partner and Top Customer of the Year.

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Shep’s 2021 Top 10 Business Predictions

ShepHyken

So, here are my Top 10 Predictions for 2021: Customers continue to get smarter. The word for 2021 will be empathy. The post Shep’s 2021 Top 10 Business Predictions appeared first on Shep Hyken.

25 Call Center Technology Trends to Watch in 2021

Callminer

Read this blog to learn about the 25 top trends for 2021 in call center technology

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

Congratulations to our LISTEN UK 2021 Award winners!

Callminer

During the CallMiner LISTEN UK 2021 Virtual Series, we had the honor of announcing the LISTEN UK 2021 Award winners. Read more about the successes of African Bank, British Gas and Hoist Finance UK

5 Top Customer Service Articles For the Week of January 25, 2021

ShepHyken

How will CX evolve in 2021? The post 5 Top Customer Service Articles For the Week of January 25, 2021 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.

7 New Technologies to Improve Customer Service in 2021

TechSee

COVID-19 has resulted in a further increase in demand for service, with a January 2021 survey indicating that 65% of U.S. Based on research , more and more companies will be taking customer emotions into account in 2021 and beyond.

5 Top Customer Service Articles For the Week of February 22, 2021

ShepHyken

The state of customer-centricity after a year of monumental change: Predictions for 2021 and beyond by Greg Heist. My Comment: We’re not quite two months into the year, so reading relevant predictions for 2021 are still being written.

5 Top Customer Service Articles For the Week of February 1, 2021

ShepHyken

TotalRetail) These top takeaways will show retailers, many of whom are at least partly online today, where to focus in 2021 so they can optimize their websites and apps, improve customer experience, and drive conversion optimization rates. The 2021 Customer Experience Outlook by Kerry Bodine.

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AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

5 Top Customer Service Articles For the Week of January 4, 2021

ShepHyken

6 Ways to Boost CX in 2021 by Phil Britt. Smarter CX) With the new year just days away, it’s a good time to consider the best ways to boost customer experience in 2021. The post 5 Top Customer Service Articles For the Week of January 4, 2021 appeared first on Shep Hyken.

25 Call Center Technology Trends to Watch in 2021

Callminer

New Challenges for Call Centers in 2021. Keep reading to see what is on the radar for 2021. ” – Snigdha Patel, Top 9 Contact Center Trends to Watch Out in 2021 , REVE Chat; Twitter: @REVEChat. And in 2021, that means more customers will connect to services remotely.

CallMiner State of the Business: Reflecting on an impactful H2 2021

Callminer

CallMiner has made strong progress in helping organizations drive business performance improvement with conversation analytics. Read more from CallMiner CEO, Paul Bernard, on recent company momentum

5 Top Customer Service Articles For the Week of March 22, 2021

ShepHyken

4 Best practices for leaders to add to their customer experience (CX) strategy in 2021 by Adrian Swinscoe. The post 5 Top Customer Service Articles For the Week of March 22, 2021 appeared first on Shep Hyken.

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

A Realistically Optimistic 2021

ShepHyken

As we moved into summer, my projection for normalcy moved to early 2021. Now, I’m thinking it will be late 2021. So, here’s to a realistically optimistic 2021. The post A Realistically Optimistic 2021 appeared first on Shep Hyken.

5 Top Customer Service Articles For the Week of January 18, 2021

ShepHyken

21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. My Comment: We begin this list of the Top Five roundup with a list that includes 21 tips for 2021.

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5 Top Customer Service Articles For the Week of March 15, 2021

ShepHyken

The post 5 Top Customer Service Articles For the Week of March 15, 2021 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.

The One Thing to Improve Your Customer Experience in 2021

Beyond Philosophy

What to Do with This Information in 2021. To summarize, here is the one thing to improve your Customer Experience in 2021: Stop looking for the silver bullet. The post The One Thing to Improve Your Customer Experience in 2021 appeared first on CX Consulting.

Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!

Vital for 2021

Beyond Philosophy

Ep 169 Vital for 2021 – Digital Nudging Will Revolutionize Your CX. The post Vital for 2021 appeared first on CX Consulting. Whether you realize it or not—and even if you don’t know what they are—you use Digital Nudges in your online experience today.

Guest Post: Top 5 Ways to Support Your Customers in 2021

ShepHyken

The pandemic made these elements even more crucial in 2020 and will continue to do so into 2021. Customer Support Channels to Develop in 2021. The key going into 2021 is to take a lesson from effective project management – provide one point of contact for your clients.

Concentrix Third Quarter 2021 Results

Concentrix

Concentrix Reports Third Quarter 2021 Results, Raises Double-Digit Revenue Growth Expectations for the Full Year. The post Concentrix Third Quarter 2021 Results appeared first on Concentrix. 2021 News Press Release

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What is Social Customer Care in 2021 [VIDEO]

CX Global Media

Social Customer Care Lessons for 2021 and Beyond – CX Quick Tips on CX Global Media TV with Russel Lolacher How is social customer care. The post What is Social Customer Care in 2021 [VIDEO] appeared first on Customer Experience Strategy and Tactics.

Why Your Contact Center's Success Depends on Conversational Automation in 2021 (Replay)

Speaker: Derek Roberti, VP Technology, Cognigy

Is AI about to take over contact centers entirely? No. But it is going to power all their interactions, even the human agent ones, as we shall see. Derek Roberti, VP Technology, North America at Cognigy, joins David Hadobas for this webinar replay to discuss the benefit and actions that can be taken with AI in 2021.

Customer service trends for 2021: Top analyst predictions

TechSee

Customer service trends: Top predictions for 2021. More empathetic customer support is a critical trajectory for customer service in 2021. Forrester predicts that in 2021, digital customer service interactions will increase by 40%. That’s also not likely to change in 2021.

3 Contact Centre Trends for 2021

Call Design

Is your contact centre prepared for success in 2021? Updating legacy phone systems might be the best first step for your contact centre to make in 2021. Blog 2021 Agent Engagement business contact centre innovation Performance Management social media success technology

2021 Newsletter

Pipkins

Our newest Customer Support Representative who started his adventure with Pipkins in September 2021. The post 2021 Newsletter appeared first on Pipkins. PIPKINS DECEMBER NEWSLETTER. IT’S OFFICIAL: PIPKINS INFORMATION SECURITY MANAGEMENT SYSTEM. GETS ISO 27001 CERTIFICATION.

Contact Center Pipeline Magazine: Inside Our June 2021 Issue

Contact Center Pipeline

The post Contact Center Pipeline Magazine: Inside Our June 2021 Issue first appeared on Contact Center Pipeline Blog. Remote Work. Work from Home. Work from Anywhere. I don’t think these are pandemic or trendy business practices.

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

Small Business Saturday 2021

VirtualPBX

Navigating the Small Business Saturday 2021 Shopper Experience. Positivity is on the horizon for those ready for Small Business Saturday 2021. The post Small Business Saturday 2021 appeared first on VirtualPBX. 2020 was a challenging year on so many levels.

Contact Center Pipeline Magazine: Inside Our November 2021 Issue

Contact Center Pipeline

What a great time of year. It is Halloween as I write this so I am thinking about gremlins, ghosts and goblins. Of course, there are unicorns, ladybugs and princes. Kind of reminds me of our contact centers. There is the scary, the delightful and the practical.

5 Top Customer Service Articles For the Week of February 8, 2021

ShepHyken

4 Ways Customer Experience Will Change in 2021 by Inge De Bleecker. CMSWire) Predicting what will happen in 2021 seems to be a fool’s errand given that the pandemic is still raging — but I’m going to give it a shot.

5 Top Customer Service Articles For the Week of January 11, 2021

ShepHyken

CMSWire) As we move forward into 2021 and beyond, these six words can provide a guideline for those of us in customer experience leadership positions, especially when thinking of ways to innovate and deliver the optimal experience for our customers.

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

Contact Center Metric Best Practices in 2021

CCNG

With the pandemic finally starting to ease off, it is a good time to re-evaluate the industry best practice metrics for Contact Centers. Are they still appropriate for your particular line of business?

Meet your 2021 Influitive BAMMIE Finalists

Influitive

The post Meet your 2021 Influitive BAMMIE Finalists appeared first on Influitive.

Global Concentrix staff win big in 2021 Q1 Comparably Awards

Concentrix

Comparably recognizes Concentrix & its teams for Positive Outlook, Global Culture, HR, & more in 2021 Q1 Awards. The post Global Concentrix staff win big in 2021 Q1 Comparably Awards appeared first on Concentrix. 2021 Award News NewsClip

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Contact Center Pipeline Magazine: Inside Our October 2021 Issue

Contact Center Pipeline

Welcome to our Contact Center Pipeline October issue. It has been a busy month. I welcome Brendan Read as our new editor. He brought many good ideas to this issue, as we discuss business continuity/disaster recovery in a number of our articles.

Power Hour with the Community Team at Mural

Speaker: Beth Vanderkolk, Lindsay Olson, & Amanda Peterson, The MURAL Community Team

Want to know what it takes to build a community from the ground up? Join us for our panel discussion with the MURAL Community Team. In just 4 months, they have established a thriving community, and they're with us to explain how they did it.