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!!!

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.

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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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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

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.

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.

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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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.

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.

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.

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.

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.

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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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.

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!

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.

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.

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.

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.

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.

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.

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.

Contact Center Pipeline Magazine: Inside Our December 2021 Issue

Contact Center Pipeline

Contact Center Pipeline had a very good 2021. TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think about what was and what will be. The end of one year and the start of another seems to naturally inspire this.

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

Workstreams Affected by Work@Home - Moving From an Emergent WAH to Best-in-Class

Speaker: Eric Berg, CEO, ContactCenterPro Consulting

In 2020 we all had to move fast in order to ensure our customers received the level of service they needed. Now that things have leveled off, many companies are looking at their long term plans and realizing they need to review all work streams affected by moving to a work from anywhere model and modify or improve their technology and standard operating procedures. In this discussion we will provide an overview of all work streams affected by a work from anywhere model, and talk through how you can move from emergent to best in class with your remote workforce.

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.

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 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.

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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CX Transformation Begins with Culture

Speaker: Scott Schoenherr, SVP Operations/Technology, HealthCare Claims Management, Mary Hall, Founder/CEO, CultureWise Consulting and Max Ball, Director of Product Marketing, RingCentral

You have probably heard the quote "Culture eats strategy for breakfast." As you embark on your CX transformation journey, the first step is to focus on your culture. You can introduce all the state-of-the-art technology, but if you don't address culture first, your transformation is going to fall short. Including your front-line early in the strategy, getting buy-in, and focusing on creating a customer-centric culture can accelerate the results of your CX transformation.

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.

2021: Emerging AI trends in the telecom industry

TechSee

billion in 2021, at a CAGR of 43.6%. CSPs in 2021 are recognizing that applying RPA to alleviate even some of the telecom staff’s workload will have a major impact on streamlining processes and improving profitability. Technology is already a big part of the telecommunications industry, and as Big Data tools and applications become more available and sophisticated, AI can be expected to continue to grow in this space into 2021 and beyond.

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?

Contact Center Pipeline Magazine: Inside Our January 2021 Issue

Contact Center Pipeline

Welcome to 2021 and the January issue of Contact Center Pipeline. We are introducing our new advisory board members in Susan’s article this month as they share their thoughts on what 2021 will bring for our contact centers.

The Ultimate Guide to CX QA Scorecards

Scorecards are the foundation of your QA program––and understanding your customer experience. Whether you're building one from scratch or rethinking your existing scorecards, this guide is here to provide insights into everything you need to know.

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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How AR Enables the 4 Key Field Service Trends of 2021

TechSee

This is underlined by a January 2021 survey , where 65% of U.S. Going into 2021, new trends are emerging that are helping field services provide their customers with efficient service, while still keeping a firm eye on their bottom line in a challenging economic environment.

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

ShepHyken

The post 5 Top Customer Service Articles For the Week of March 1, 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.

Come Together at ACE 2021

Aspect

The post Come Together at ACE 2021 appeared first on Aspect Blogs. ACE 2021 English/USThe recent merger of Aspect Software and Noble Systems, two leaders in the CX space, to become Alvaria has created a center of excellence that benefits customers of both companies and beyond.

Changes in Consumer Habits: Looking Back Over the Last 12 Months of Retail

This large-scale North American survey explores changes in expectations over the last year. You’ll learn what consumers expect, how habits are solidifying, and where to focus to drive the greatest impact.