ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Social Media Changes Customer Service.

Marketing 217

Marketing Customer Service Airlines Self service 217

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron. (CMO)

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

BlueOcean

JANUARY 21, 2020

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service. Blue Ocean is an award-winning provider of innovative customer care solutions.

Customer Service 62

Customer Service Technical Support Customer Care Education 62

Fonolo

MARCH 4, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

CX Global Media

JULY 12, 2019

Beyond a Conference to On-demand Learning. The Contact Center Virtual Summit has the benefits of a conference, integrated into your day because it converts from conference into an on-demand learning portal. The CCVS Playbook and Planner helps you get the most out of this modern contact center conference. Stuller, Inc.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Creative Virtual

SEPTEMBER 6, 2018

On September 12-13, Opus Research will bring their Conversational Commerce Conference (C3) to the Four Seasons Hotel in San Francisco. The conference features case studies, industry use cases, and a series of interactive, topical panel discussions.

Customer Service 45

Customer Service Chatbots Virtual Agent Best practices 45

ijgolding

JULY 18, 2018

In the early part of that decade, I would always leave conferences with at least one ‘nugget’ of inspiration. I am therefore very excited to be able to share the news that Incite Group’s Customer Service & Experience Summit Europe (18-19 Sept) comes to London for the first time.

Customer Service 49

Customer Service Customer Experience Multichannel Customer Care 49

CX Global Media

JULY 9, 2019

Many organizations attempt to focus on the customer experience while neglecting to focus on their own employee experience. Conference Coverts to On-demand Learning. The Contact Center Virtual Summit is the only contact center conference that converts into an on-demand learning solution. Please Share. Additional Resources.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

BlueOcean

FEBRUARY 25, 2019

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie Award ® in the “Customer Service Team of the Year – Recovery Situation” category in the 13th annual Stevie Awards for Customer Service. This is Blue Ocean’s second Stevie Award. About Blue Ocean. About the Stevie Awards.

Customer Service 54

Customer Service Banking Sales Customer Care 54

Fonolo

FEBRUARY 20, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.

Customer Service 67

Customer Service Metrics Call Center Banking 67

BlueOcean

MARCH 3, 2020

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Customer Service Team of the Year” category at the 14th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s third Stevie Award. About Blue Ocean. About the Stevie Awards.

Customer Care 62

Customer Care Education Contact Center Sales 62

Natalie Petouhof

JUNE 12, 2015

Tweet Social Customer Care has become an expectation amongst consumers. You’ll get to hear real-world stories of how brands are looking at marketing and customer service and how they are bringing those to functional departments together to create better customer experiences and drive enhanced marketing conversion rates.

Customer Care 58

Customer Care Marketing Sales Customer Service 58

CSM Magazine

AUGUST 22, 2019

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. The board includes: EVP, Global Customer Care, Mastercard.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer Care 40

Taylor Reach Group

MARCH 26, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. This event is a hub of ideas, inspiration and industry connections for customer service and customer contact executives who strive to innovate the customer experience.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

Fonolo

NOVEMBER 28, 2018

Some quick history: 10 years ago, I attended a conference called Emerging Communications (eComm). I gave a presentation two weeks ago at TADSummit looking at how customer service tech (and call center tech in particular) is being built more and more on the same set of platforms. CPaaS and Customer Service.

APIs 67

APIs Call Center Engineering Contact Center 67

Comm100

JUNE 30, 2016

Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.”

Customer Service 58

Customer Service Banking Education Scripts 58

AWS Machine Learning

MARCH 25, 2024

Amazon Transcribe can be used for transcription of customer care calls, multiparty conference calls, and voicemail messages, as well as subtitle generation for recorded and live videos, to name just a few examples. For other use cases, you can use this solution to redact PII from audio files with Amazon Transcribe.

Best practices 83

Best practices APIs Transportation Personalization 83

Call Experts

MARCH 1, 2019

Call Experts is the premier call center, answering service, and contact center in South Carolina, North Carolina, and New Jersey. Our trained experts specialize in customer service, order entry, HR call, sales, information technology, software development, and more. . A: Director of Customer Care.

outsourcing 40

outsourcing Call Center Answering services Benchmark 40

Livepro

DECEMBER 10, 2017

Digital strategies are likely to be at the core of most customer experience strategies, and rightly so. But don’t fall into the trap of thinking that customers care about channels – they don’t! As customers, we think about the outcome we are trying to achieve ­– go on that holiday, buy that house, pay that bill.

APIs 58

APIs Sales Customer Care Customer Experience 58

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

RapportBoost

NOVEMBER 15, 2018

At Customer Contact Week in Austin last month, we noticed how the discussions surrounding chat training and onboarding stood out far more than in previous conferences. Research tells us that 92 percent of customers have a positive experience using Live Chat compared to other forms of contact. By Tony Medrano and Scott Moberly.

Call Center 71

Call Center Telecommunications Technology Chatbots 71

Mindtouch

APRIL 17, 2017

We compiled the list of 2017’s TOP 100 Customer Success Strategists who are well known and reputable around the world so that you can: Easily find a community of thought leaders in one place. Seek them at Pulse or a conference near you to deepen your connection. Outstanding Customer Success Strategists. And here they are!

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Russel Lolacher

MARCH 25, 2019

” Lance Gruner, EVP of Global Customer Care for Mastercard – “CX can’t be a one-time thing, or a flavour of the month. The focus on customer experience has to be a fundamental part of your DNA as a company.”. Shep Hyken, Chief Amazement Officer and CCW Influencer – “Don’t focus on the sale.

Customer centricity 48

Customer centricity Customer Care Sales Customer Experience 48

Natalie Petouhof

DECEMBER 8, 2015

In addition to scheduling appointments with branch employees that have the right skills for a given topic, the combined offering can schedule remote financial specialists to meet with customers and branch employees by video conference for even greater omnichannel customer engagement. How Will Brands Measure Success?

Banking 45

Banking Enterprise Wait times Contact Center 45

Fonolo

NOVEMBER 21, 2018

At their annual Signal conference, they announced a chatbot platform. We’ll talk about: Impact of Messages on Customer Service. VPs & Directors of Customer Service. VPs & Directors of Customer Experience. In October, Twilio acquired SendGrid for $2B. Importance of Chat. Plus so Much More!

Call Center 57

Call Center Contact Center Chatbots Engineering 57

Kayako

NOVEMBER 21, 2018

When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers. The brands mentioned above aren’t just shaping the customer service experience for their customers. The solution?

Banking 48

Banking Marketing Customer Service Customer centricity 48

Russel Lolacher

MARCH 25, 2019

” Lance Gruner, EVP of Global Customer Care for Mastercard – “CX can’t be a one-time thing, or a flavour of the month. The focus on customer experience has to be a fundamental part of your DNA as a company.”. Shep Hyken, Chief Amazement Officer and CCW Influencer – “Don’t focus on the sale.

Customer centricity 40

Customer centricity Customer Care Sales Customer Experience 40

ShepHyken

MARCH 6, 2020

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us. I never received a reply.

Customer Service 308

Customer Service Coaching Advertising Scripts 308

Integrity Solutions

MARCH 3, 2020

For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. In our coaching study with the Sales Management Association, only about 40% of the managers we surveyed said they are coached by their leaders.

Contact Center 62

Contact Center Coaching Scripts Management 62

SmartKarrot

OCTOBER 10, 2022

Drive the renewal process by collaborating closely with team members managing renewals, including all backend service updates, and expansion opportunities. Assist in the on-going technical and sales education and development of the broader team. Collate relevant information and materials and complete operational checklists.

Education 19

Education Healthcare Accountability Coaching 19

Natalie Petouhof

FEBRUARY 21, 2016

Are you using IoT to create great, new customer experiences. Has the move to the cloud made your customer service more agile and the customer’s experience much better? IoT and creating awesome Customer Experiences. IoT and creating awesome Customer Service (Field Service).

Customer Experience 40

Customer Experience Customer Service Enterprise Big data 40

ShepHyken

MARCH 6, 2020

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us. I never received a reply.

Customer Service 156

Customer Service Coaching Advertising Scripts 156

Verint

JANUARY 30, 2018

These include leveraging them as: an extension of the customer service organization to reduce costs, answer questions for customers and resolve issues. digital marketing tools to give the brand a voice and give customers a place to connect with the business, and.

Analytics 38

Analytics Technical Support B2B Best practices 38

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event. It is being held March 7-9th, 2016 in Orlando, Florida.

Enterprise 40

Enterprise Customer Experience Contact Center Analytics 40

customer sure

NOVEMBER 26, 2014

We’re also starting to find that some customers leave the competitors and come and join us. Outstanding Customer Service. Customers of large companies can feel helpless. We on the other hand can help customers on their terms, be sensitive to their needs & preferences and we can do it very quickly. Bar nothing.

Surveys 97

Surveys Feedback Marketing Benchmark 97

BlueOcean

JANUARY 21, 2019

Blue Ocean, a world leader in customer care solutions, was named a finalist in the “Customer Service Team of the Year – Recovery Situation” category in the 13th Annual Stevie® Awards for Sales & Customer Service. Blue Ocean is an award-winning provider of innovative customer care solutions.

Customer Service 81

Customer Service Customer Care Education Sales 81