CCNG

SEPTEMBER 13, 2023

Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. Below are some of the highlights shared at the event as provided by a CCNG member in attendance.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

ShepHyken

JANUARY 12, 2018

Customer service designs that are remarkable get talked about. So telling yourself these myths about customer experience is a big no-no and won’t take you where you want to go will they? We often get questions and comments on delivering great customer service and experiences. No question. The bottom line.

Customer Service 236

Customer Service Scripts Customer Experience Personalization 236

ShepHyken

MARCH 21, 2017

Diana Oreck on How to Be a Customer Service Rock Star. What lessons can we learn from rock stars in the world of customer service and customer experience, like Ritz-Carlton? In these workshops, attendees are asked, “What is a quality that all customer-focused employees possess?”

Consulting 202

Consulting Consulting Employee engagement Customer Service 202

ShepHyken

AUGUST 12, 2016

This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. It is also important to hire customer service reps that care, and who already have the personality to succeed in a customer service position. Shep Hyken.

Customer Service 221

Customer Service Scripts Consulting Consulting 221

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. Armed with those insights and learnings, you should be able to get started on — or refine — your own customer service program to start delivering consistently exceptional support.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

Taylor Reach Group

MAY 11, 2021

Develop a ‘Guiding Principal’ document to guide agents with their decisions during customer contact and invest the time to conduct workshops and training of all staff. To find out more about how Taylor Reach can help your company with alignment, mission, and vision, CLICK HERE to schedule a free consultation.

Customer Service 145

Customer Service Front-line service Call Center Accountability 145

Fonolo

NOVEMBER 13, 2018

Have you been searching for the best customer service conferences to attend in 2019? We’ve made the case before that conferences offer customer service professionals a host of rewards, including valuable knowledge, product exposure, and the opportunity to build new relationships. Smart Customer Service 2019.

Customer Service 108

Customer Service Contact Center Engineering Education 108

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great.

Technology 331

Technology Consulting Consulting Customer emotions 331

CSM Magazine

NOVEMBER 30, 2016

Due to the rapidly changing world in which we live, customer expectations continue to shift dramatically. The following are some of the trends in customer service expectations that I have identified by talking to workshop attendees, customers, friends, and conducting a survey of available research and publications.

Customer Service 84

Customer Service Multichannel Scripts Consulting 84

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

CSM Magazine

AUGUST 22, 2019

Listen to some calls from your customer service team and choose the best two or three and play a portion of these extraordinary calls in your next employee meeting. Myra Golden is a favorite training partner to Fortune 500 companies with her customized, engaging, behavior-changing (and fun) customer service workshops.

Customer Service 45

Customer Service Morale Call Center Consulting 45

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Kristina Evey

APRIL 28, 2015

Committed to Service. Yes, that sounds extreme, but let me explain… I’ll tie this in to Customer Service and the Customer Experience quickly. So, you say you deliver the best customer service and make the experience your customers have better than they can get anywhere else? They have clarity.

Customer Service 113

Customer Service Coaching Consulting Consulting 113

ijgolding

AUGUST 12, 2014

It is impossible to ignore the fact that customer service has gone all social on us. Customers just expect you to be able to deal as effectively with their problems communicated through Twitter as they do over the phone. So why are companies still not dealing with ‘social customer service’ very well?

Customer Service 92

Customer Service Customer Experience Management Consulting 92

Beyond Philosophy

OCTOBER 29, 2020

Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was running a workshop with a utility client many years ago about the concept of Customer Experience. Culture change is not easy. Follow Colin Shaw on Twitter @ColinShaw_CX.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Call Center Weekly

JANUARY 10, 2018

Jeannie Walters is a customer experience and patient experience speaker, a writer, and a consultant with more than 15 years experience in assisting all types of companies, including Fortune 500. Specialties include in-depth experience evaluations, customer journey mapping, user experience analysis, and leading workshops and trainings.

Journey mapping 136

Journey mapping SaaS Consulting Consulting 136

CSM Magazine

JUNE 21, 2018

Cindy Solomon reveals the secrets of amazing customer service – and how you can provide the same “Wow!” Every time I fly JetBlue Mint, I’m reminded that great service is possible, even in an industry as hated-on as the airlines. Secret 2: Don’t hoard customer service feedback on a “need to know” basis.

Customer Service 58

Customer Service Airlines Scripts Coaching 58

Steve DiGioia

DECEMBER 5, 2016

Recently I had the pleasure of interviewing many leaders in the business world and customer service industry. Constant reinforcement of the importance of customer service is key to sustaining the culture. As they grew and added different areas to their business, they always put the customer first. Shep Hyken.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 110

Customer Experience Consulting Consulting B2C 110

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

ShepHyken

FEBRUARY 10, 2017

Unconscious bias in customer service can cost companies money. I was running a customer service workshop in Australia some years ago. The customer in front of me has feelings – just like me. As service leaders, we need to make customer service employees aware of their potential unconscious biases.

Education 185

Education Consulting Consulting Personalization 185

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

ClearAction

DECEMBER 31, 2016

Let’s take a look at 5 ways to accelerate results that your customers and investors will both reward: Customer Service — resolve to prevent recurrence of issues. Arrange action planning workshops for originating departments. Why this will accelerate results: Customers want absence of issues.

Customer Experience 81

Customer Experience Journey mapping Consulting Consulting 81

NobelBiz

JULY 31, 2023

This can guide training modules for agents, infrastructure upgrades, and even feedback to the product or service teams about prevalent issues. Expounding the Advantages: Why Call Queuing is Crucial for Business In the competitive landscape of modern business, ensuring top-tier customer service isn’t just a luxury, but a necessity.

Wait times 52

Wait times Telecommunications Call Center CRM 52

Peter Lavers

NOVEMBER 14, 2017

Laughlin Consultancy provides training, consultancy, mentoring & other services. One option for doing so is this workshop, part of DataIQ’s excellent Leaders package. Others will own the marketing or customer service systems needed to execute new targeting or experiences. Influencing.

Analytics 100

Analytics Banking Consulting Consulting 100

Connecting the Dots

OCTOBER 9, 2018

Last month, John Goodman presented on Authentic Empowerment: Equipping Your Front-Line to Deliver a Can-Do Customer Experience 3.0 at Customer Service Institute of America. You will learn what authentic employee empowerment and customer service is and how to achieve it. But, is this true and authentic empowerment?

Customer Experience 62

Customer Experience Engineering Consulting Consulting 62

Connecting the Dots

OCTOBER 9, 2018

Last month, John Goodman presented on Authentic Empowerment: Equipping Your Front-Line to Deliver a Can-Do Customer Experience 3.0 at Customer Service Institute of America. You will learn what authentic employee empowerment and customer service is and how to achieve it. But, is this true and authentic empowerment?

Customer Experience 48

Customer Experience Engineering Consulting Consulting 48

Connecting the Dots

OCTOBER 9, 2018

Last month, John Goodman presented on Authentic Empowerment: Equipping Your Front-Line to Deliver a Can-Do Customer Experience 3.0 at Customer Service Institute of America. You will learn what authentic employee empowerment and customer service is and how to achieve it. But, is this true and authentic empowerment?

Customer Experience 48

Customer Experience Engineering Consulting Consulting 48

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 55

Customer Service Banking Education Scripts 55

AWS Machine Learning

MARCH 31, 2023

Gartner’s Customer Service and Support Leader poll estimates that live channels such as phone and live chat cost an average of $8.01 per contact, while self-service channels cost about $0.10 You can follow the steps in the implementation guide for automated deployment , or explore the AWS QnABot workshop.

Virtual Agent 78

Virtual Agent Self service Transportation Customer Experience 78

Callminer

APRIL 21, 2020

Dylan is the Head of Growth Marketing at Netomi , a Conversational AI for Customer Service company. Customer service is about finding a balance between efficiency and personalization…”. Joe is the Business Development Consultant at My Trading Skills , with over 17,000 unique visitors per month. “My netomi_official.

Call Center 182

Call Center Management Scripts Coaching 182

NobelBiz

JUNE 19, 2023

As businesses, we need to harness this culture of immediate responses to elevate customer service levels. Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression.

Call Center 52

Call Center Coaching Contact Center Metrics 52

HGS

MAY 27, 2015

Contact centers have undergone significant transformation in the past few years, driven largely by the shift from voice to digital and omni-channel customer service. This continual channel shift has also influenced the nature and complexity of services being delivered. Transactional to Consultative. Customer Service.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

Blueship Call Center

NOVEMBER 30, 2022

Whether you are a first-time entrepreneur juggling many tasks at once or a seasoned executive managing a larger organization, you will need to increase your customer service efforts and hire more team members as your business expands. High-quality service is provided when consumers are catered to for an extended period.

outsourcing 40

outsourcing Coaching Morale Consulting 40

Bill Quiseng

JANUARY 10, 2016

This week’s guest post is from leadership consultant and keynote speaker Bill Hogg. I have been an avid reader of his blog where he writes about “the critical relationship between leadership, employee engagement and delivering an exceptional customer experience as a competitive advantage.”

Consulting 97

Consulting Consulting Scripts Employee engagement 97

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

teleopti

DECEMBER 2, 2019

Based on the insights of Calabrio/Teleopti’s customer community combined with our first-hand experience of guiding organizations through the often-complicated maze of scheduling and forecasting, here is an insider’s guide to making the most of your WFM technology. . 5 ways to become a WFM guru. Get to know your people.

Coaching 68

Coaching Employee engagement Consulting Consulting 68