ShepHyken

NOVEMBER 6, 2023

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: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience.

Customer Service 163

Customer Service Self service Surveys Contact Center 163

ShepHyken

APRIL 26, 2021

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. 9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. Here are my top five picks from last week.

Customer Service 333

Customer Service First call resolution Contact Center Engineering 333

ShepHyken

MAY 24, 2021

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: For those in the retail business, this is an article for you. Here are my top five picks from last week. That was until COVID-19.

Customer Service 380

Customer Service Customer retention Contact Center Sales 380

ShepHyken

OCTOBER 1, 2023

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: For those in the customer support world, this article is for you. As you read this article, keep that in mind.

Customer Service 159

Customer Service Average Handle Time Contact Center Metrics 159

ShepHyken

OCTOBER 23, 2023

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. This short article has several tips on how to get reviews, why you want reviews, and more. Here are my top five picks from last week.

Customer Service 155

Customer Service Construction Contact Center Scripts 155

Contact Center Pipeline

MAY 24, 2022

Part 2 of 2) In my January Contact Center Pipeline article, my topic was on the Art and Science of contact center management and its three driving forces: Random Call Arrival, Visible and Invisible Queue, and Caller Tolerance. This month’s article completes the topic and focuses on Caller Tolerance […].

Contact Center 147

Contact Center Management Abandon rate Abandon Call 147

Contact Center Pipeline

JANUARY 4, 2022

Welcome to 2022 and the January issue of Contact Center Pipeline. We are sharing our board members’ thoughts on what 2022 will bring for our contact centers in Brendan’s article this month, Moving Forward: What Will 2022 Bring for Contact […]. I hope the new year brings much health and happiness.

Contact Center 182

Contact Center Call Center 182

ShepHyken

JULY 26, 2021

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. I enjoyed this article, which features eight strategies that get your customers to come back. Here are my top five picks from last week.

Customer Service 254

Customer Service Customer retention Contact Center Upselling 254

Customer Service Life

JANUARY 31, 2024

Image by Gerd Altmann from Pixabay Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.”

Contact Center 83

Contact Center outsourcing Management Feedback 83

ShepHyken

APRIL 5, 2021

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 an interesting article written by Jordy Leiser, the founder of Stella Connect. I’m betting against it.

Customer Service 302

Customer Service Contact Center Self service Customer Experience 302

ShepHyken

JULY 12, 2021

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. As strong a case as this article makes for the digital-first options, it still supports the notion of reaching a live agent when necessary.

Customer Service 312

Customer Service Entertainment Coaching Self service 312

Jon Arnold

MAY 4, 2023

That’s the title of my latest article for Contact Center Pipeline , where I’m an occasional contributor. I’ve been delving into this space recently, and my new article here is one facet of what I’m coming across. Visual below, btw, is from the article, from the folks at Contact Center Pipeline.

Contact Center 59

Contact Center Management 59

ShepHyken

JANUARY 29, 2021

This week we feature an article from babelforce, a global cloud communications platform. They provide some tips and tricks to set your business up for success in the contact center. Following best practices and applying hacks has proven fruitful for a lot of contact centers. Get to know the customer personally.

Best practices 227

Best practices Contact Center Interactive Voice Response Call Center 227

ShepHyken

AUGUST 5, 2022

This week we feature an article by Shruti Bansal, Digital Marketing Expert at Ameyo , an AI-powered contact center solution. She shares how contact centers can use voice bots to capture, interpret, and analyze verbal input from the speaker and reply in a similar natural language.?. What is Voice bot?

Contact Center 179

Contact Center Interactive Voice Response Chatbots Call Center 179

BlueOcean

MARCH 14, 2024

Your organization is ready to find a new contact center outsourcer. Dig deeper in this article > 5 Insights About Sourcing and Developing Strategic Partnerships You know that partnering with a contact center outsourcer is more than just signing on another vendor. What’s your next step? We’re here to help!

Contact Center 71

Contact Center outsourcing Customer Care Engineering 71

ShepHyken

DECEMBER 16, 2022

This week, we feature an article by Stephen Holliday, CEO and Founder of Level , an on-demand pay platform that helps employees manage their financial well-being. He writes about ‘quiet quitting’ and how contact centers can resolve this challenge in their organization. Power in the hands of the employee. The verdict.

Contact Center 167

Contact Center Banking Education Accountability 167

Customer Service Life

FEBRUARY 29, 2024

Image by Mikko Koivuneva from Pixabay Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential to an effective and high-performing contact center. This article was created as part of the Vistio Knowledge Collective.

Contact Center 88

Contact Center Metrics Coaching Feedback 88

CCNG

JULY 12, 2020

These articles and resources offer specific starting points we hope you’ll find helpful. We will continue to update this contact-center-centric resource as new information becomes available. COVID-19 for Contact Centers Member Response to COVID-19. Contact centers during a crisis: An action plan from experts.

Contact Center 221

Contact Center CCNG Best practices Government 221

CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. Performance improvement processes are a continual battle.

Consulting 195

Consulting Consulting Contact Center Gamification 195

ShepHyken

JULY 17, 2023

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: Will the ten ways in this article really guarantee customer satisfaction? And that’s why you should read this article.

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156

Jon Arnold

SEPTEMBER 6, 2022

First, I have a new article out, running in the September issue of Contact Center Pipeline magazine. Related to that, I’ll be an occasional contributor to Contact Center Pipeline, so expect to see more articles from me, and possibly other forms of involvement.

Contact Center 59

Contact Center Customer Service 59

Contact Center Pipeline

OCTOBER 4, 2021

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

Contact Center 147

Contact Center Call Center 147

ShepHyken

JANUARY 31, 2022

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. This article shares ten ways to create trust, which in a sense, are ten ways to create a better customer experience. by Sam Bradley.

Customer Service 161

Customer Service Contact Center Customer Experience Personalization 161

ShepHyken

OCTOBER 26, 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. My Comment: This short article focuses on three “pillars” you want to consider when driving a customer-focused organization.

Customer Service 219

Customer Service Customer centricity B2B Contact Center 219

Contact Center Pipeline

JANUARY 6, 2020

As 2020 begins, it’s an opportunity to reflect on what we’ve accomplished in the past year, and the place that Contact Center Pipeline holds today as a strong contact center resource, with a large archive of independent contact center articles and […].

Contact Center 182

Contact Center Call Center Customer Service Customer Experience 182

ShepHyken

AUGUST 16, 2021

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. So, even if you don’t read the article – and you should – at least check out the quotes. Here are my top five picks from last week.

Customer Service 222

Customer Service Technology Marketing Contact Center 222

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.

Contact Center 147

Contact Center Employee engagement Call Center Management 147

Call Center Weekly

MAY 1, 2019

Contact centers played a vital role in bringing your organization to this paradise, but will they still relevant? This article explores the contribution of contact centers towards the end of an organization's customer experience journey. Proactive Engagement Today's contact center mission is painfully reactive.

Contact Center 256

Contact Center Technical Support Feedback Engineering 256

NobelBiz

AUGUST 7, 2023

In the realm of Contact Center as a Service (CCaaS) solutions, the choice between multi-tenant and single-tenant contact centers carries profound implications for businesses. In theory, all CCaaS solutions are designed to run and operate contact center businesses and departments effectively and productively.

Contact Center 98

Contact Center Government Healthcare Analytics 98

ShepHyken

JULY 4, 2022

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. From call centers to contact centers, businesses are looking for ways to automate manual tasks and take care of their customers better.

Journey mapping 173

Journey mapping Customer Service Customer Experience Contact Center 173

ShepHyken

JUNE 28, 2019

This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”. In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. Technology replacing humans.

Contact Center 275

Contact Center Self service Banking Airlines 275

NobelBiz

SEPTEMBER 30, 2022

Using key characteristics in interaction to drive better outcomes makes it so specific, but how does it apply to the contact center world? The post VIDEO + ARTICLE: Data modeling and its application to contact centers appeared first on NobelBiz®.

Contact Center 52

Contact Center 52

Contact Center Pipeline

JULY 23, 2020

While many folks at all levels in all industries are working from home, this article focuses on contact center agents within healthcare environments moved […]. Just about everywhere you look, people are “working from home.” Yet, this is not the way it was intended to happen!

Healthcare 147

Healthcare Contact Center Call Center 147

ShepHyken

DECEMBER 20, 2021

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. Three important points to this very on-point article. My Comment: This is a short article and it cuts straight to the point. We knew that!)

Customer Service 173

Customer Service Brand ambassadors Contact Center Customer Support 173

ShepHyken

MARCH 21, 2022

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. And even though the article is focused on retail, this concept can work in almost any industry. Here are my top five picks from last week.

Customer Service 167

Customer Service Customer retention Engineering Self service 167

ShepHyken

AUGUST 24, 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 article has plenty of information to make the case. You want more of them, then read this article. by Mitul Makadia.

Customer Service 209

Customer Service Best practices Contact Center Chatbots 209