Contact Center Pipeline

OCTOBER 8, 2020

Contact Center Pipeline’s AUTHOR WALL OF FAME Dick Bucci is Principal of Pelorus Associates, a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books and blog posts.

contact center solutions 290

contact center solutions Contact Center Marketing Call Center 290

ShepHyken

OCTOBER 26, 2018

I left my bags, a dry-cleaned shirt, and suit at the bell stand and then headed to a meeting. Because I had a little time to kill before a meeting and inquired about a place I could do some quiet work. The post Guest Blog: Five Star Hotel, Minus Five Star Service appeared first on Shep Hyken. A star dropped.

Consulting 275

Consulting Consulting Sales Marketing 275

Beyond Philosophy

FEBRUARY 17, 2020

The post Where AI Meets CX: How Conversational Commerce Effects Customer-Driven Growth appeared first on Customer Experience Consulting. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Follow Colin Shaw on Twitter @ColinShaw_CX.

Airlines 415

Airlines Call Center Consulting Consulting 415

ShepHyken

APRIL 5, 2019

Imagine searching for a unified communication strategy online and meeting a professional who can make a specific recommendation on the tools and packages that your business needs. The post Guest Blog: The Rise of Chatbots in Customer Experience appeared first on Shep Hyken. Personalizing the Customer Experience.

Chatbots 287

Chatbots Customer Experience Cloud contact Contact Center 287

ShepHyken

SEPTEMBER 20, 2019

By monitoring the frequency of feature requests and bug report tickets, it lets them create a realistic product roadmap for meeting customer demands. If they see a customer is having problems with chat conversations, they can provide training on their next call around configuring the chat technology to ensure its meeting their needs.

B2B 266

B2B Customer Support CRM B2C 266

ShepHyken

MARCH 3, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, explains the importance of encouraging internal collaboration within your organization. Obstacle 2 – Ineffective Meetings. One poll found that 17% of employees would rather watch paint dry than attend a meeting. Meet more mindfully. Shep Hyken.

Surveys 206

Surveys Feedback Customer Service Management 206

ShepHyken

NOVEMBER 16, 2018

As a result of the technological impact influencing consumer behavior, most company leaderships face an unending challenge to meet consumer expectations. Organizations need to meet consumers where they are and fulfill their refined needs. With technological advancements, the market has seen a tremendous shift in consumer behavior.

Technology 238

Technology Chief Customer Officer Education Big data 238

ShepHyken

MARCH 22, 2019

Brick and mortar shopping isn’t going away, it’s evolving to meet the needs of the digital customer who wants options to shop local and global. The post Guest Blog: Digitizing the Customer Experience Without Losing the Customer appeared first on Shep Hyken.

Customer Experience 267

Customer Experience Banking Technology Consulting 267

Beyond Philosophy

FEBRUARY 20, 2020

The post Where AI Meets CX: Inventor of the Hashtag Shares Innovative Concepts Pt 2 appeared first on Customer Experience Consulting. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Follow Colin Shaw on Twitter @ColinShaw_CX.

Construction 406

Construction Chatbots Consulting Consulting 406

ShepHyken

OCTOBER 11, 2019

As a reader of Shep’s blog, I’ll assume you know you’re in the people business. The post Guest Blog: Building a Human Powered, Technology-aided 21st Century Customer Experience appeared first on Shep Hyken. While I was writing my book, two design students and a software engineer were starting a company called Airbnb.

Technology 238

Technology Customer Experience Personalization Engineering 238

Cisco - Contact Center

JANUARY 22, 2024

Such visibility could help you run you… Read more on Cisco Blogs Imagine having visibility into the internet—including cloud and service providers—and being able to measure the impact on your applications, services, and users.

Enterprise 98

Enterprise 98

Cisco - Contact Center

JULY 26, 2023

Meet Josh, Senior Systems Reliability Engineer at T-Mobile and our Hybrid Work Hero, from the Cisco Global Advocate Awards 2023: Americas event Welcome, Josh! Let’s k… Read more on Cisco Blogs Thanks for joining us today.

Engineering 77

Engineering 77

ShepHyken

DECEMBER 14, 2018

Ted Bardusch, CISO at customer engagement hub Usermind highlights that a unified customer record is crucial to being able to meet the GDPR’s 72-hour customer breach notification rule. “To The post Guest Blog: Do customer experience teams take cyber security risks? appeared first on Shep Hyken.

Customer Experience 256

Customer Experience Government Coaching Customer retention 256

Cisco - Contact Center

DECEMBER 14, 2023

Effective… Read more on Cisco Blogs In April 2023 , we rebranded our risk-based vulnerability management solution, Kenna.VM, to Cisco Vulnerability Management. Today, we are excited to share another milestone in our journey.

Management 92

Management 92

Eptica

MARCH 12, 2021

Date: Friday, March 12, 2021 Author: Pauline Ashenden - Demand Generation Manager 3 areas to focus on to meet changing customer needs. How can organisations meet their needs in these three key areas? How can organisations meet their needs in these three key areas? Published on: March 12, 2021.

Marketing 120

Marketing Technology Customer Service Management 120

Cisco - Contact Center

JUNE 27, 2023

Through your photos and videos, we’ve seen the thousands of ways you #LoveWhereYouWork, from Days for Me to giving b… Read more on Cisco Blogs Cue the confetti — The 2023 #WeAreCisco #LoveWhereYouWork Contest winners are here!

89

89

Cisco - Contact Center

NOVEMBER 9, 2023

Cisco’s advocacy community, Cisco Insider Advocates , brings our customers together and provides a way for them to make powerful connections, expand their professional and personal networks, and learn… Read more on Cisco Blogs

Personalization 79

Personalization Customer advocacy Marketing 79

Cisco - Contact Center

NOVEMBER 21, 2023

As the world’s most innovative brands deliver i… Read more on Cisco Blogs Demand for flawless application experiences Consumer expectations for seamless digital experiences have been rising steadily for several years.

70

70

ShepHyken

APRIL 12, 2019

The financial services, insurance, tourism, education, and hospitality industries all rely heavily on seasonal staff to meet peak demand. The post Guest Blog: How to Get the Most from Seasonal Customer Service Employees appeared first on Shep Hyken. Yet, seasonal hiring is not unique to retail during the holidays.

Customer Service 268

Customer Service Education Healthcare Customer centricity 268

ShepHyken

MARCH 16, 2018

What if the time you can meet with the person is inconvenient for him/her but is the only time you can fit the meeting into your schedule? Devote a few minutes at the beginning of every staff meeting or publish some of the ideas proposed in the company newsletter. The post Guest Blog: You Serve Customers?

Customer centricity 192

Customer centricity Personalization Customer Service Customer Experience 192

ShepHyken

OCTOBER 21, 2016

This week on our Friends on Friday guest blog post my colleague, Merrick Rosenberg, explains how important it is for salespeople to incorporate personality style into the selling process. Peter is about to meet with a new prospect and he is filled with excitement. Shep Hyken. This could open many doors.

Sales 309

Sales Personalization Analytics 309

ShepHyken

DECEMBER 23, 2016

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares 10 lessons learned from a poor customer service experience. Lesson #4: If they set a firm time for a meeting or phone call, to minimize frustration, get a watch that doesn’t work. Shep Hyken. Lesson #5: Vendor A will mess up the work of Vendor B.

Customer Service 219

Customer Service Construction Personalization Management 219

ShepHyken

DECEMBER 13, 2019

Meet face-to-face. The post Guest Blog: Winning Tactics for CX Vendor Selection appeared first on Shep Hyken. Most vendors’ websites will have vanity pages highlighting the great work they have done with a variety of customers. Ask your contact about adherence to timescales, budgets and SLAs.

APIs 254

APIs Enterprise Government Customer Experience 254

Cisco - Contact Center

JULY 25, 2023

The experiences consumers expect today rely on unified IT… Read more on Cisco Blogs Over the past few years, connected technologies have shifted into overdrive, causing businesses to reassess their digital infrastructures.

Technology 85

Technology 85

Cisco - Contact Center

MAY 19, 2023

We have already shared a lot about the beehives at Cisco’s Research Triangle Park (RTP) North Carolina campus on this blog. Now it is time to buzz across the Atlantic Ocean and learn more about the s… Read more on Cisco Blogs

89

89

Cisco - Contact Center

FEBRUARY 7, 2024

We are delighted to announce the Cybersecurity Defender of 2024 for the… Read more on Cisco Blogs Every year, Cisco selects leaders who exemplify the passion, tenacity, and knowledge required to be a cybersecurity defender.

52

52

ShepHyken

JUNE 8, 2018

Meet Mor and Yoni, two of the Lightricks support team all-stars. Consistent meetings between the support team and whoever’s responsible for building your product will wax beneficial to all parties involved: the support team, product team and your customers. Ever been put on hold for three hours? Open up channels of communication.

Customer Support 188

Customer Support Brand ambassadors Scripts Customer Care 188

Cisco - Contact Center

APRIL 4, 2024

This is true not just for large e… Read more on Cisco Blogs In today’s hyperconnected world where seamless customer experience is the key to success, your network can often become the differentiator that helps you succeed.

Customer Experience 52

Customer Experience 52

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. He writes a regular blog about the fundamentals of excellent customer service, titled The Delightenment Blog. Shep Hyken.

Customer Service 209

Customer Service Education Customer Support Management 209

Cisco - Contact Center

FEBRUARY 20, 2024

Financial… Read more on Cisco Blogs The global cost of cybercrime in 2023 was set to hit 8 trillion U.S. The financial industry is a prime target as the rate of ransomware attacks has nearly doubled (64%) since 2021.

52

52

ShepHyken

APRIL 21, 2017

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares ideas for handling tough personalities while offering great customer service. Or: “I don’t know if you were in the client meeting and heard what MaryAnn said about the new budget restraints. Solving customer problems is expected. Shep Hyken.

Airlines 212

Airlines Customer Care Engineering Accountability 212

Cisco - Contact Center

JUNE 29, 2023

But that kind of… Read more on Cisco Blogs For a long time, sustainable business practices were considered a zero-sum game. A company could do its part to help the environment, but only at a significant cost to the business.

78

78

Cisco - Contact Center

JANUARY 24, 2024

It takes dedication, expertise, and unwavering commitment to safeguard critical… Read more on Cisco Blogs In cybersecurity, professionals from all backgrounds come together to protect sensitive data and share their knowledge.

85

85

Cisco - Contact Center

MARCH 8, 2024

Health systems face… Read more on Cisco Blogs Cisco Customer Experience Healthcare Practice helps customers leverage the use of Cisco technology to increase business value, remove burdens and move healthcare forward faster.

Healthcare 77

Healthcare Customer Experience Technology 77

ShepHyken

OCTOBER 27, 2017

But when it comes to reaching your customers at exact moments on the precise channel, email and voice have failed to meet customer expectations. The post Guest Blog: Empathy – What Your Customer Service Strategy Is Missing appeared first on Shep Hyken. From contact centers to email marketing campaigns, we’ve seen it all.

Customer Service 208

Customer Service Customer centricity Enterprise Personalization 208

ShepHyken

JUNE 1, 2018

One That Meets Your Business’s Expectations. The post Guest Blog: Things to Consider Before Buying a Live Chat Software appeared first on Shep Hyken. Once the growth is on roll, you can always think of shifting on to a better plan that gives you access to all premium features too.

Customer Support 253

Customer Support Sales Marketing B2B 253

ShepHyken

JANUARY 12, 2018

From clients and customers commenting on our blog. Don’t meet expectations. The post Guest Blog: Customer Service Role … Avoid these Myths on Customer Service appeared first on Shep Hyken. Check out our thoughts on customer focus. We often get questions and comments on delivering great customer service and experiences.

Customer Service 236

Customer Service Scripts Customer Experience Personalization 236