ShepHyken

JUNE 25, 2021

This week we feature an article by Annette Franz, CCXP, the founder and CEO of CX Journey Inc. a leading consulting service for the major voice of the customer (VOC) platforms, helping clients in a variety of industries. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer centricity 297

Customer centricity Coaching Consulting Consulting 297

GetFeedback

SEPTEMBER 2, 2019

Our list of the top CX articles of 2019 covers all these topics and more. . Article No. We start our list with this article from The Wall Street Journal. Anthony Stephan and Amelia Dunlop from Deloitte Consulting explore how with the rise of customer experience it’s easy to forget that people are human first. .’

Customer centricity 84

Customer centricity Airlines Finance Technology 84

COPC

OCTOBER 24, 2023

In last month’s article , we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time and effort, employee dissatisfaction, and difficulty improving CSAT results. That’s what we will talk about in this article. Author Nathan Van Allen , Consultant at COPC Inc.

Metrics 92

Metrics Coaching Average Handle Time Consulting 92

TechSee

JUNE 16, 2022

In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. As a consultant, he guides clients who want to develop customer-focused cultures. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

JULY 31, 2017

Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. As a customer experience consultant, I think this is good. For example, this article described a group of realtors in a session with a training firm that specializes in storytelling. In the U.S.,

Entertainment 314

Entertainment Coaching Consulting Consulting 314

ShepHyken

MARCH 18, 2022

This week we feature an article by my friend Annette Franz, CCXP, founder and CEO of CX Journey Inc. In this article, she shares how leaders create, sustain, and transform their team’s culture. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer centricity 162

Customer centricity Coaching Consulting Consulting 162

Customer Guru

APRIL 10, 2018

Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. He is an assessor with Dubai Quality Awards and a passionate toastmaster. Try it, it works!

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

CX Journey

JULY 25, 2018

a boutique customer experience strategy consulting firm, has been accepted into the Forbes Coaches Council, an invitation-only community for leading business and career coaches. I am always honored to be recognized for my work, and being invited into the Forbes Coaches Council is truly icing on the cake.

Coaching 35

Coaching Consulting Consulting Customer Experience 35

Beyond Philosophy

AUGUST 21, 2017

We see it every day in our customer experience consultancy. I recently re-read an article by life coach Melanie Allen that explains ambiguity in business well. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Consulting 353

Consulting Consulting Healthcare Coaching 353

Beyond Philosophy

OCTOBER 20, 2022

First, he discovered a company through shared interests, conferences, and research articles, called NICE Enlighten AI CX Program, which he covers in the book. appeared first on CX Consulting. Dobrev points out that some organizations already get this concept and are doing an excellent job gaining insights from it. The post Incredible!

Banking 195

Banking Contact Center Coaching Self service 195

Nicereply

MARCH 23, 2021

Customer Service Experts, Writers, Consultants, and Influencers. Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast. Find his Twitter chat recaps and recent articles on the HDI website.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Beyond Philosophy

AUGUST 9, 2017

Bekerman said his managers feel they have more time to coach employees; a task Bekerman described as “more meaningful” than counting paper. On the one hand, speeding up service and eliminating mundane tasks to free employees up to do other tasks, like coaching their direct reports, seems like it would be a boon to Customer Experience.

Banking 0

Banking Coaching Surveys Employee engagement 0

Robert Davis

JANUARY 24, 2018

Contact Center Challenges & Priorities for 2018 by Lori Bocklund – The #1 priority is coaching and development. Read article (PDF). Contact Center Executive Priorities for 2018 by Jim Rembach – The #1 priority is coaching. Read article. But how can supervisors coach and develop if everything is a priority.

Coaching 48

Coaching Contact Center Surveys Consulting 48

Totango

JANUARY 22, 2024

These use cases free up time spent on tasks like pre-calls or sifting through customer data, empowering customer success managers (CSMs) to focus on more strategic initiatives and consultative customer guidance. Human expertise, along with AI technology, transforms CS into a significant growth engine for their companies.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

ShepHyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. In the contact center, Generative AI can produce content for agent coaching. Predictable.

Surveys 175

Surveys Education Enterprise Technology 175

Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

SharpenCX

AUGUST 19, 2021

Consumer review sites and even entire blog articles talk about Shopify’s great customer service, with tons of users listing it as one of the brand’s benefits. The company’s self-help resources go beyond simple how-to articles. With Shopify – you get answers fast. What’s more? They can streamline all the services they need into one.

Customer Experience 137

Customer Experience Morale Consulting Consulting 137

DMG Consulting

DECEMBER 2, 2022

View this article on the publisher’s website. DMG Consulting’s survey of contact center operational and technical goals and investment priorities for 2022 showed that executives are primed to make a series of technology investments to enhance the performance, productivity, and perception of their service organizations.

Coaching 48

Coaching Average Handle Time Contact Center Analytics 48

Robert C. Davis and Associates

JANUARY 24, 2018

Contact Center Challenges & Priorities for 2018 by Lori Bocklund – The #1 priority is coaching and development. Read article (PDF). Contact Center Executive Priorities for 2018 by Jim Rembach – The #1 priority is coaching. Read article. But how can supervisors coach and develop if everything is a priority.

Coaching 40

Coaching Contact Center Surveys Consulting 40

Taylor Reach Group

NOVEMBER 29, 2019

To find out more about how Taylor Reach can help your company with quality assurance, CLICK HERE to schedule a free consultation. Yes we have seen this. My colleague, Turaj Seyrafiaan, recently wrote a great post on “ Why We Need Customer Satisfaction As Part Of Quality Assurance.”

Consulting 107

Consulting Consulting Contact Center Coaching 107

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Amplifai Coaching Category

JUNE 26, 2019

ICMI Featured Contributor Article. There are platforms available now that can give us that time - augmenting frontline leaders' performance management workflows and tracking so they can be more consistent, more efficient, more organized, and more effective - as teachers, as coaches, and as motivators and celebrators.

Coaching 40

Coaching Customer emotions Consulting Consulting 40

DMG Consulting

AUGUST 10, 2023

Real-Time Guidance Is Key to a Great Service Experience View this article on the publisher’s website. Real-time guidance and next-best-action applications are a much more positive and practical approach to coaching and training, as they provide direction to agents right when it’s needed.

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

Totango

NOVEMBER 27, 2023

CSMs can then embrace their strategic role as a consultant, devoting more time to coaching customers on how to achieve their business outcomes by maximizing product value. The post Trends shaping The Forrester Wave™: Customer Success Platforms report appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

B2B 91

B2B CRM Enterprise Upselling 91

DMG Consulting

SEPTEMBER 6, 2023

Real-Time Guidance Drives Contact Center Digital Transformation September, 2023 In 2005, Donna Fluss, founder and president of DMG Consulting LLC, published a book called The Real-Time Contact Center , which had a twofold purpose. The post Real-Time Guidance Drives Contact Center Digital Transformation appeared first on DMG Consulting.

Contact Center 48

Contact Center Average Handle Time Analytics Consulting 48

DMG Consulting

MAY 8, 2023

The Transformation of Workforce Engagement Management By Donna Fluss View this article on the publisher’s website. DMG Consulting research shows that approximately 50 percent to 60 percent of the WFO/WEM applications acquired by contact centers are sold through CCaaS vendors.

Management 62

Management Enterprise Analytics Contact Center 62

ShepHyken

JUNE 29, 2020

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 short article covers a concept that is more important than ever, and that’s customer trust. Take action on them!

Customer Service 31

Customer Service Coaching Consulting Consulting 31

ChurnZero

JANUARY 10, 2023

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on Customer Success hiring for SaaS and tech companies nationwide. Companies are asking candidates to do more and come in with more experience, at all levels.

Coaching 52

Coaching Benchmark Consulting Consulting 52

CX Global Media

DECEMBER 28, 2017

Coaching is the #1 agent experience focus for 2018. He mentioned that in over 25 years of consulting, he learned, that we are pathetic at change. It’s that while you are implementing system and organizational changes you must train and coach your people. Related Articles: What are the top 3 trends in contact center today.

Contact Center 159

Contact Center Coaching Customer centricity Customer effort 159

DMG Consulting

OCTOBER 6, 2023

The post Generative AI for the Service World appeared first on DMG Consulting. To gain an in-depth understanding of how to apply Generative AI to your operating environment, as well as which applications are ready for use, please see DMG’s newest report, Generative AI: A New Paradigm for Contact Centers and Customer Service.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

NobelBiz

JUNE 19, 2023

In this blog article, we’ll explore the transformative impact of real-time monitoring in call centers and how it can take customer experiences to new heights. This enables them to identify areas for improvement and provide timely feedback and coaching to agents. What is Real-Time Monitoring?

Call Center 52

Call Center Coaching Contact Center Metrics 52

Steve DiGioia

SEPTEMBER 16, 2016

Guest post by Ben Motteram This original article was written by Steve DiGioia. Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Ben has over 20 years’ experience in customer service, and is a recognized CX thought leader. Thanks Ben!

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

CSM Magazine

NOVEMBER 14, 2023

Leading research and consulting firm Gartner predicts that Conversational AI will reduce contact centre labour costs by $80billion in 2026 and over the same period, one in 10 agent interactions (10%) will be automated, an increase from an estimated 1.6% of interactions today. Don’t get left behind.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

Steve DiGioia

APRIL 7, 2016

guest post by Lynn Macfarlane This original article was written by Steve DiGioia. Lynn Macfarlane has been deeply involved in new business development, recruitment and consultancy for most of her career. Today’s guest post is by Lynn Macfarlane.

Customer Service 170

Customer Service Consulting Consulting Coaching 170

Skybridge

AUGUST 20, 2020

Of course, when an agent mishandles any customer interaction, we do need to train, coach, and empower that agent to do better next time. I’ve used this scenario before in print and with my CX/customer experience consulting and training clients but it’s stood the test of time: Let’s say you own a body shop. Skybridge Americas.

Coaching 52

Coaching Consulting Consulting Customer Care 52

Taylor Reach Group

DECEMBER 11, 2019

In this article we will drill down on an item near and dear to every agents’ heart and that is incentives and compensation. In other sections, we have discussed the importance of performance improvement and coaching. However, it takes time (and necessary coaching) for agents to achieve that optimal performance.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

DMG Consulting

NOVEMBER 30, 2023

AI + IA = Great CX By Donna Fluss View this article on the publisher’s website. This application monitors and evaluates all voice and digital interactions and provides a constant flow of coaching recommendations to help agents improve their performance. The post AI + IA = Great CX appeared first on DMG Consulting.

Average Handle Time 48

Average Handle Time Contact Center Analytics Coaching 48