company about-us 
ShepHyken
APRIL 16, 2024
My friend apologized for making a mess, and the woman’s response surprised both of us. She was friendly and funny, and her positive attitude about her job inspired us. She was friendly and funny, and her positive attitude about her job inspired us. It can give us a sense of purpose. Don’t be ordinary.
ShepHyken
APRIL 9, 2024
Many years ago, I used to begin my customer service keynote speeches with a question: By a show of hands, how many of you believe it’s important to satisfy your customers? As you might imagine, just about everyone raised their hand. Then, I shared the findings from a study by Vanderbilt University professors Anthony J.
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CX Accelerator
NOVEMBER 7, 2023
The representative on the phone went so far as to tell me that I should try calling my credit card company to see if they had any information about my flights. Ben Motteram , reminding us that we must act on our voice of customer data adds: 7) monitor their NPS (Net Promoter Score) on dashboards but do nothing to try to improve it.
ShepHyken
FEBRUARY 14, 2023
It’s not about what you want to be. It’s not even about you. It s about your company. You may be grown up, but your company should always be developing and evolving, so the question is now about your company’s aspirations. Specifically, it’s about what company you aspire to be like.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
ShepHyken
JULY 29, 2020
If you ask the CEO of a big company or the owner of a small business, I bet they would say the same. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us. This is not about a boring experience. Sounds monotonous, doesn’t it?
Beyond Philosophy
APRIL 11, 2024
Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. One good thing about the Job to Be Done framework is it’s simple to understand.
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about their digital customer communication strategies. To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. Read the report to find out what was uncovered.
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Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it. What does it take to engage agents in this customer-centric era?
Speaker: John Ragsdale, Vice President of Technology Research for TSIA
One of the most visible changes to companies as part of this transformation is the advent of customer success. Join us on June 22 at 12 EDT for a webinar led by TSIA’s distinguished vice president of technology research, John Ragsdale. Join us to learn: How community enables adoption, expansion, and growth.
Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions
Customers want companies to provide more channels of communication and solve problems at their moment of need, which makes interactive omnichannel solutions the order of the day. Despite this demand, companies can still be hesitant to adopt new channels because of how difficult they can be to manage.
Speaker: Adam Cutler, Co-Founder of IBM Design, IBM Distinguished Designer, AI Design
At the highest level, AI is about helping us be the best version of ourselves as humans. In this webinar, you will learn how: the use of AI can enhance the human experience in customer interactions. companies can specifically implement AI to teach agents how to approach customers at all levels.
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
If you're not already using conversational AI, then you may be on the fence regarding their usefulness in the field, or perhaps you're unsure about how to implement it at your company. If you're ready to learn more about how you can do the same, then don't miss this webinar!
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
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