ShepHyken

FEBRUARY 12, 2021

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. One Central Support Hub 24/7. Social Media.

Chief Customer Officer 275

Chief Customer Officer Call Center Consulting Consulting 275

ShepHyken

JANUARY 25, 2021

Hospitality Net) In this article, we reflect on where such issues may arise, how to measure, and how to take fast, effective action allowing you to manage your hotel in the best way possible. 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.

Customer Service 389

Customer Service Customer Experience Marketing Management 389

CCNG

DECEMBER 16, 2020

In a recent panel discussion with CCNG members on the topic of 2021 Contact Center Predictions, Ron shares a few perspectives learned from this year. I predict 2021 will bring renewed analysis and investment in self service – not only in emerging tech like chat bots, but basic bread and butter self-service technologies like legacy IVR.

Contact Center 195

Contact Center CCNG Self service Interactive Voice Response 195

Beyond Philosophy

JANUARY 23, 2021

In other words, there is no one thing, but many things that you should do to improve your Customer Experience in 2021. In this episode, we discuss the problem with seeking a silver-bullet solution for your Customer Experience problems, where this problem originates, and how you can avoid making that mistake in 2021. How can we help?

Customer Experience 221

Customer Experience Consulting Consulting Surveys 221

Call Design

JANUARY 21, 2021

Is your contact centre prepared for success in 2021? While AI won’t replace the human element of your contact centre, it can be used to gather data and information that can help your management team improve daily operations and coach agents on their performance. Utilize Real-Time Transcription. Social Media. About Call Design.

Upselling 167

Upselling Coaching Consulting Consulting 167

ShepHyken

JANUARY 11, 2021

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. Digital Experience 2021: What do the CX Experts Say? (The Here are ten of them!

Customer Service 230

Customer Service Customer centricity Customer Experience Metrics 230

ShepHyken

FEBRUARY 22, 2021

The state of customer-centricity after a year of monumental change: Predictions for 2021 and beyond by Greg Heist. shares his insight on why, in the quest to achieve customer-centricity in 2021 and beyond, retailers must stay in tune with customers to ensure experiences are as emotionally in touch as they are functionally touchless.

Customer Service 347

Customer Service Customer centricity Construction Customer Experience 347

ShepHyken

DECEMBER 13, 2021

That’s according to reputation experience management company Reputation’s “2021 Retail Reputation Report.” brands of 2021 based on shopper sentiment. CMSWire) 2021 was a busy year for social media platforms and 2022 is shaping up to be even busier. The study, which examined 3.7 million shopper reviews across the U.S.

Customer Service 192

Customer Service Call Center Customer Experience Customer Support 192

ShepHyken

FEBRUARY 8, 2021

Retail Customer Experience) Tara Bartley, senior manager, industry marketing, and Ashitha Bhanu, industry marketing, Akamai, share Akamai data relating to the most recent holiday shopping season and the top trends in play. 4 Ways Customer Experience Will Change in 2021 by Inge De Bleecker. Follow on Twitter: @Hyken.

Customer Service 238

Customer Service B2B Chatbots Self service 238

ShepHyken

DECEMBER 20, 2021

Anyone can focus on managing the “little things.”. CMSWire) While managing through the unexpected is important, it’s prudent to stay focused on the future and what we know is coming. 14 Best Customer Experience Books to Read in 2021 by Angela Robinson. Why Current CX Is Broken and How To Fix It by Tim Harnett.

Customer Service 174

Customer Service Brand ambassadors Contact Center Customer Support 174

TechSee

MAY 19, 2021

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. The post 7 New Technologies to Improve Customer Service in 2021 appeared first on TechSee.

Technology 159

Technology Customer Service Technical Support Analytics 159

ShepHyken

JUNE 14, 2021

Retailers Reflect on the Future of Stores – Store Management for 2021 & Beyond by RETHINK Retail. The post 5 Top Customer Service Articles of the Week 6-14-2021 appeared first on Shep Hyken. This article shares some of the benefits of practicing proactive customer service. Follow on Twitter: @Hyken.

Customer Service 234

Customer Service Customer retention Personalization Surveys 234

ShepHyken

JUNE 21, 2021

To help brands market themselves in the age of AI, CIO Insight asked business owners and marketing managers this question for their best advice. 2021 and Beyond Loyalty Strategy by Retail TouchPoints. With the right loyalty strategy, 2021 could be your brand’s year to shine. Retail TouchPoints) You rely on your loyal customers.

Customer Service 198

Customer Service Marketing Personalization Customer Experience 198

ShepHyken

DECEMBER 27, 2021

Expert Shares Tips for Managing Online Reviews by Mike Manges. (10 Or maybe you had a private word with the owner or manager. Several great strategies are mentioned here, from something as simple as helping to eliminate repetitive tasks to real-time coaching to help manage the interaction between the agent and the customer.

Customer Service 180

Customer Service Coaching Marketing Call Center 180

ShepHyken

AUGUST 16, 2021

Top Customer Experience Keynote Speakers for 2021 by Michelle Joyce. Michelle Joyce Speakers is one of the top management companies in the world of professional speaking. The post 5 Top Customer Service Articles of the Week 8-16-2021 appeared first on Shep Hyken. You can learn more at www.IllBeBackBook.com or Amazon.

Customer Service 224

Customer Service Technology Marketing Contact Center 224

ShepHyken

NOVEMBER 22, 2021

If you can get a customer to your store and manage the experience correctly, you’ll see repeat and loyal business, higher spending per visit and per customer, and more. Black Friday and Cyber Monday Trends in Retail in 2021 by Monika Kisielewska. But, they are always the customer, so let them be wrong with dignity and respect.

Customer Service 209

Customer Service Customer Experience Surveys Management 209

ShepHyken

MAY 3, 2021

Managing Your Marketing: 5 Tips to Reduce Risk of Failure by Angela Hausman, PhD. The post 5 Top Customer Service Articles of the Week 5-3-2021 appeared first on Shep Hyken. An entertaining experience drives higher engagement. A video can create an emotional connection. Great insights into creating a better CX.

Customer Service 271

Customer Service Entertainment Banking Marketing 271

CCNG

FEBRUARY 11, 2021

In 2021 we are seeing some shifts with people asking about certain functionality, as it relates to the work from home or situation. Adherence - Adherence has always been a huge component of workforce management as everybody does forecasts and scheduling and adherence to some point. So now it's really kind of an Uber model.

Airlines 195

Airlines Contact Center Service level Technology 195

Eptica

JANUARY 9, 2022

Date: Monday, January 10, 2022 Author: Pauline Ashenden - Demand Generation Manager Highlights from our customer service blog in 2021. Author: Pauline Ashenden - Demand Generation Manager As we enter the New Year, now’s the time to take stock of opportunities, challenges, and developments for the future.

Customer Service 123

Customer Service Cloud contact Marketing Management 123

Contact Center Pipeline

JANUARY 5, 2021

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. I hope the new year brings much health and happiness. This is an exciting month. I look […].

Contact Center 147

Contact Center Employee engagement Call Center Management 147

ShepHyken

NOVEMBER 8, 2021

The four lessons come under the topics of innovation, managing detail, creating memorable experiences, and creating a unique sensory experience. The post 5 Top Customer Service Articles of the Week 11-8-2021 appeared first on Shep Hyken. 7 Best Practices to Handle (and Ace) Customer Interactions by Aayushi Sanghavi. (G2)

Customer Service 224

Customer Service Best practices Education Consulting 224

Contact Center Pipeline

JANUARY 27, 2021

Here are seven contact center New Year’s resolutions to help you get started in 2021. Last year compressed five years’ worth of digital transformation, work-from-home initiatives, and massive customer contact volumes into just nine months. However, the New Year brings new hope for the future. I […].

Contact Center 147

Contact Center Employee engagement Management 147

DMG Consulting

APRIL 1, 2021

Workforce Management in 2021: Better than Ever. It’s the year of workforce management (WFM), despite (or maybe because of) the pandemic. If you’re interested in improving your WFM environment and finding a new solution, please see DMG’s new industry report, the 2021 Workforce Management Product and Market Report.

Management 67

Management At home agents Contact Center Self service 67

Contact Center Pipeline

JANUARY 28, 2021

Welcome, 2021! The new year always brings hope for new beginnings. Although COVID-19 is still the central focus of our everyday lives, the contact center industry appears to be moving forward with optimism, lessons learned and plans for delivering customer service in a business environment that looks nothing like the previous years.

Contact Center 147

Contact Center Agent burnout Customer Service Morale 147

TechSee

FEBRUARY 1, 2021

billion in 2021, at a CAGR of 43.6%. Nokia launched its own machine learning-based AVA platform , a cloud-based network management solution to help CSPs automate network operations and deliver service assurance. This growth is expected to continue: the IoT telecom services market was estimated to grow from $2.90 billion in 2016 to $17.67

Telecommunications 107

Telecommunications Chatbots Big data Average Handle Time 107

TechSee

FEBRUARY 16, 2021

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. Investment in remote support.

outsourcing 109

outsourcing Upselling Technical Support Surveys 109

Outsource Consultants

AUGUST 9, 2021

Why is 2021 the time for outsourcing? The most successful companies in history — and the most successful ones in 2021, for that matter — succeeded exponentially not because they did many things well, but because they did specific things great. Because if you want to fly, you have to give up everything that weighs you down.

outsourcing 128

outsourcing Business Process Outsourcing Contact Center Morale 128

Nicereply

JANUARY 4, 2022

Most of the time it isn’t about big gestures, but about the little kind acts customer support managers do for us. We collected several examples of great customer service in 2021, where these actions delivered a satisfied customer that spread a good word about the brand. Examples of great customer experience in 2021. Brief recap.

Customer Experience 111

Customer Experience Advertising Customer Support Surveys 111

Contact Center Pipeline

NOVEMBER 23, 2020

Already experiencing pandemic change, contact centers can expect even more in 2021, at a more rapid pace. Call and ticket volumes continue to rise, and the remote workforce will remain, at least partially, distributed as the new norm.

Contact Center 162

Contact Center Technology Chatbots Call Center 162

Education Services Group

APRIL 27, 2021

ESG, the leader in Customer Success as a Service ® , is proud to announce record-breaking 2021 Q1 results. ESG Q1 2021 News: Total Q1 revenue increased 122% year-over-year. Q1 2021 new clients: Big 4 global consulting firm. Q1 2021 client expansions: Publicly traded global leader in digital transformation.

Consulting 98

Consulting Consulting Enterprise Technology 98

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021. Increasing Empathy.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

VirtualPBX

JULY 29, 2021

Our 2021 Business Phone Plans lineup now includes a new plan called Spark, and we have made more high-level features available to all our customers. The titles of our Unlimited Minutes Plans – Flex, Essentials, Advanced, and Enterprise – all remain the same in this 2021 business phone plans lineup. Changes to Unlimited Minutes Plans.

voip 98

voip Enterprise APIs Accountability 98

Eptica

JUNE 7, 2021

Date: Friday, June 4, 2021 Author: Pauline Ashenden - Demand Generation Manager Successfully managing the shift to hybrid working. Published on: June 04, 2021. You might also be interested in these posts: How Housing Associations can transform customer service in 2021. Share this page on: Tweet.

Management 127

Management Best practices Marketing Technology 127

Fonolo

APRIL 1, 2021

Explore Contact Center Trends for 2021. There are several trends on Blair’s radar for 2021. Olivia Montgomery is a highly experienced Project Manager and analyst who has a broad range of experience in a diverse range of brands. Justin’s word of the year for 2021 is “integration”. She has been a Sr.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

ChurnZero

SEPTEMBER 8, 2021

In response, some organizations have slatted in-person events for the tail end of 2021. . Top Three In-Person Conferences for Customer Success Professionals to Attend in 2021. SaaStr Annual 2021 – September 27-29, 2021 San Mateo, CA. Register for SaaStr Annual 2021 here. . Register to attend TSW 2021 here. .

Personalization 95

Personalization SaaS Upselling B2B 95