CX Magazine Article

Peter Lavers

You can read the article by clicking here.

Best Practices to Monitor Your Remote Call Center Agents

ShepHyken

This week we feature an article from Tanya Bansal , Marketing Executive at Ameyo. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes article: Gallup Executive Shares Six Ways to Drive Customer and Employee Engagement.

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5 Call Center Metrics to Optimize Agent Performance

Provana

Choosing the right call center metrics is just as important as operationalizing them. Here're five key call center metrics you should keep an eye on. Site News

Article 3

Global Speech Networks

What is Lorem Ipsum? Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged.

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Virtual + Engaging: How to Bring Classroom Training Online (with Infographic)

10 tips for virtual contact center training that makes at-home workers feel part of the crew while they learn.

Article 1

Global Speech Networks

What is Lorem Ipsum? Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged.

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

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. “I My Comment: This is a great article. The article is short and to the point.

5 Top Customer Service Articles For the Week of December 21, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I’ve written a number of articles with similar findings.

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

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This is the perfect “Happy New Year” article.

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

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article addresses why saying “No” may not be so bad.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

In this article, we discuss six killer applications and. If Artificial Intelligence (AI) for the overall business is a red hot. topic in C-suites, AI for customer engagement is white hot. wonder professionals, who had removed AI from their resumes, are. scrambling to add it back in!

5 Top Customer Service Articles For the Week of December 28, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Here is a fascinating article about loyalty and the customer experience.

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

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Enjoy this article that focuses on creating positive memories for your customers.

5 Top Customer Service Articles For the Week of November 7, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article should spark some ideas.

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

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The gist of the article focuses on trust and human-to-human interaction.

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

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: The title of this article was enough to intrigue me to want to read it.

5 Top Customer Service Articles For the Week of December 14, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. If you don’t follow Steven Van Belleghem, after reading this article, you will.

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

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article has some different ideas that are worth discussing with your team.

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3 Agent Scorecard Practices That Can Make A Big Difference In Your Speech Analytics Program

Provana

In the absence of agent scorecard best practices, there exists no formal system to capture performance issues, benchmark them against industry standards

VIDEO & ARTICLE: The 30s Rule Technique

NobelBiz

The post VIDEO & ARTICLE: The 30s Rule Technique appeared first on NobelBiz®. Keeping the customer's attention for 30' on a call might be crucial in an industry where the contact rate is one of the most important KPIs.

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5 Top Customer Service Articles For the Week of February 17, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too.

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

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article includes four trends.

5 Top Customer Service Articles For the Week of January 20, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Following up on the last article about loyalty programs, here’s another.

VIDEO + ARTICLE: Data modeling and its application to contact centers

NobelBiz

The post VIDEO + ARTICLE: Data modeling and its application to contact centers appeared first on NobelBiz®. Taking the historical performance of an agent and attaching it to a lead is the core of ValueAd’s data service.

5 Top Customer Service Articles For the Week of November 9, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Vala Afshar has seen this weekly roundup of the best customer service and CX articles a number of times. Here is one of his latest articles. Well, maybe not that hard, especially if they do any one or more of the ideas from this article.

5 Top Customer Service Articles of the Week 9-26-2022

Shep Hyken

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article shares the traits and qualities of those looking for a job in customer service.

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

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. There are even articles in this Top Five roundup that focus on digital.

5 Top Customer Service Articles For the Week of November 2, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Just after Halloween, this is the perfect article. Poor training and abusive customers – both very scary when mismanaged – are just two of the five topics covered in this short article. My Comment: I really liked this article.

VIDEO + ARTICLE: The primary goal of data modeling

NobelBiz

The post VIDEO + ARTICLE: The primary goal of data modeling appeared first on NobelBiz®. Kevin is a big fan of data modeling, and he believes that it is the key to success for any company.

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5 Top Customer Service Articles For the Week of March 9, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article takes the approach that too much convenience can de-humanize a company.

VIDEO + ARTICLE: The future of outbound calling

NobelBiz

The post VIDEO + ARTICLE: The future of outbound calling appeared first on NobelBiz®. We asked Jeremy about the phone sales aspect of it its future, especially because he's an advocate of cold calling. Tune in to hear what he predicts!

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5 Top Customer Service Articles For the Week of November 30, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: I’m surprised to see empathy and efficiency discussed in the same article.

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

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: I’ve featured journey-mapping articles in this weekly round-up in the past.

5 Top Customer Service Articles for the Week of November 25, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This excellent article answers the question, “What is customer experience?”

5 Top Customer Service Articles For the Week of March 23, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. His big message from the article reminds us to start with patience, kindness, and understanding.

5 Top Customer Service Articles For the Week of November 16, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article has some optimistic numbers pointing to CX improving through the pandemic.

5 Top Customer Service Articles For the Week of November 23, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. If you enjoy this article, you’ll want to download the full report.

Knowledge Base Article Templates That Unweight Your Writing Burden

HelpCrunch

The post Knowledge Base Article Templates That Unweight Your Writing Burden appeared first on HelpCrunch blog. Ah, you’re being on the right track at long last. The fitting software is chosen and everything is all set for the trouble-free customer self-service.

5 Top Customer Service Articles For the Week of February 24, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Personally, I like them – and especially this article.

5 Top Customer Service Articles For the Week of September 21, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This is a fascinating article – actually an interview – featuring Yaron Morgenstern, the CEO OF Glassbox Digital. Experience Investigators) Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article.