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Moving Forward: What Will 2023 Bring for Contact Centers?

Contact Center Pipeline

The economy—and spending and consequent demand for service for items and services that need contact centers for—has bounced back. And customers have […]. And yes, that did happen to some extent in 2022. The worst of the COVID-19 pandemic appears hopefully behind us.

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5 Top Customer Service Articles of the Week 7-19-2021

ShepHyken

(Linkedin Pulse) The Wall Street Journal recently released an article called “Some Chief Experience Officers Want To Make Their Jobs Disappear” where they interviewed Chief Experience Officers and Chief Customer Officers from large corporations all over the country. Their conclusion?

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Where are the UK’s Chief Customer Officers?

Eptica

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success. Published on: April 06, 2016. Share this page on: Tweet.

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3 Steps to Transforming the Contact Center Agent Experience

Serenova

As contact center technology undergoes transformation at many organizations, so should the agent experience. The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience ratings. Chief Customer Officers have been laser-focused on analytics. Provide Career Path.

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Successful On-boarding in Contact Centers: Top Experts Reveal Secrets

CX Global Media

The second step ( the first step ) in the contact center agent journey comes with the on-boarding process. In my experience seeing many contact center operations, I see this area of the agent journey being full of improvement opportunities. Linda Harden President and Publisher, Contact Center Pipeline.

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Big Controversy: Should We Stop All Certification Now? Join the Debate…

Beyond Philosophy

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic.

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Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022

TechSee

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Jim Iyoob, Chief Customer Officer at Etech Global Services.