Webinar: The Future of Customer Service

CSM Magazine

Customer service and experience has changed beyond recognition. From self-service to social media and automated chatbots, you have a plethora of opportunities to provide your customer with an amazing CX. Nick MacFarlane, Head of Customer Experience, Sky.

Webinar Recap: Your Customer Service Questions Answered

Toister Performance Solutions

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. I recently hosted an "Ask Me Anything" webinar.

Customer Service Summit Attendee List & Webinar Recordings

CSM Magazine

Last week, CSM joined over 500 customer support, experience and workforce management leaders to discuss how executives are building their 2019 workforce and supporting their most important resource – their agents. You can view the webinar recordings here. Customer Service Articles

Webinar: Supercharge Your Workforce

CSM Magazine

As we all know, the customer support team have been an undervalued part of the organization for decades. However, as the backbone of all customer facing strategy, they can make or break a business. Speakers include: Hilary Curran, Director of Customer Experience, Guru.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

ST Webinar [Webinar]


In particular, AI is having a noteworthy impact on the contact center industry, a space that represents the front line and links businesses with customers. Gartner predicts that in the next two years, 25% of customer service operations will be catered by forms of AI.

Webinar: How Microsoft and Travelzoo Reimagine Customer Service

CSM Magazine

Customer Service is evolving at an unprecedented rate and so are your customers’ expectations. To stay relevant, leaders must refine their customer support strategy for 2018. Register for this free webinar and join us on 14th June at 3pm BST/4pm CEST. (7:00am

The Art of Exceptional Customer Service [Webinar Transcript]

Branch Mesenger

Last week, we hosted our second webinar. We were joined by a very special guest, bestselling author and expert on all things customer service -- Shep Hyken. How independents and brick-and-mortar are thriving with customer service. But they are always the customer.

3 Ideas to Help Customer Service Employees Work Through Burnout

Myra Golden Media

Don’t allow customer service employees to spend more than 80% of their time on the phones. Imagine spending your entire day in conference calls, escalated calls with customers and returning calls! I created a task force of 4 customer service agents.

[Webinar] Top Tips for Midsize Businesses to Win the Cloud Customer Service Game

Bright Pattern

Midsize companies today can pull ahead of enterprise brands by offering outstanding customer service that is faster, better, more nimble, and at a lower cost than what larger companies can deliver. win the cloud customer service

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

New Customer Service Book: Getting Service Right

Toister Performance Solutions

Are you endlessly trying to improve your employees' customer service skills, but getting so-so results? You'll find unexpected solutions in my new book, Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service.

Webinar: Conquering the top 5 customer support mistakes, with Sarah Hatter and Sarah Chambers


Founder of CoSupport , and host of UserConf, the only customer support conference, Sarah Hatter will be joining Sarah Chambers, Head of Support here at Kayako for a webinar on Thursday 15th October to discuss the common communication mistakes support teams make.

What Consumer Goods Companies Can Learn From Healthcare. 7 Lessons of Customer Service Excellence


I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere! So here are my seven learnings about customer service excellence: 1.

Are You Prepared for Unpredicted Spikes in Call Volume? [Webinar]


After the grounding of all Boeing 737 Max 8 aircraft, calls to Air Canada’s customer service prompted a recording that said call volume had “temporarily exceeded the company’s capacity to answer or even place callers on hold.” Improving Customer Satisfaction.

Moving Customer Service to Customer Experience and How It Benefits Your Business

Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders

This webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience. The psychology behind consumer behavior and experiences will be addressed as a foundation leading to the methods to build connection with customers to drive loyalty.

Five Surprising Obstacles to Outstanding Customer Service

Toister Performance Solutions

I recently facilitated an unusual webinar. Rather than drone on about the concepts, we used interactive activities to highlight common customer service challenges and share solutions. These are all concepts from my new book, Getting Service Right.

8 Customer Service Networks You Need to Follow in 2019


When I first stepped foot into the Fonolo office nearly a year ago, I was also knowingly dipping my toes into the customer service ecology. eight customer-focused organizations, acronyms and all, that you should be following this year and beyond.*.

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You’re Failing Your Agents and It’s Not Your Fault: Redefining Agent Performance to Supercharge Your Customer Service Experience [Webinar Recap]


In 2020, 75% of contact centers will still fail to meet customer expectations. Putting old customer service strategies on repeat means also pressing repeat on the past 25 years of stalled CSAT scores. The post You’re Failing Your Agents and It’s Not Your Fault: Redefining Agent Performance to Supercharge Your Customer Service Experience [Webinar Recap] appeared first on Sharpen Contact Center Software.

Webinar Recap: Artificial Intelligence in Cloud-Based Solutions


To dissect the hype and explore the real opportunities around AI, I teamed up with Customer Contact Central to discuss AI in cloud-based solutions.

Data-Driven Approach to Proving Customer Success

Speaker: Irit Eizips, CEO, CSM Practice

With many different approaches to measuring performance, organizations must rely on the right metrics to drive the best results for their customers. By the end of this webinar, you will know: Which metrics to track to improve your customer success performance.

On-Demand Webinar: Lessons for HR in Building a Service Excellence Culture

Up Your Service

What is HR’s role in creating a strong and sustainable service culture? In this fast-paced webinar, Ron Kaufman answers these 7 questions many more from the global audience. What is a service excellence culture?

RapportBoost’s CEO, Jenny Craig USA’s Director of North America’s Sales Center, to co-present Mitel-Sponsored Webinar on turning contact centers into profit centers Oct. 23


The event, hosted by Customer Service Experience and sponsored by Mitel , will cover: – optimizing live chat conversations with augmented intelligence. – designing a workflow for chat teams’ conversations with customers as well as their interactions with other team members.

[Webinar Transcript] The Future of Retail

Branch Mesenger

Shiftonomics Webinar: How Personalization & In-Store Experience Impact the Future of Retail. Webinar Date: Hosts: * Taylor Pipes, Content, Branch Messenger ( [link] , [link] ). Thanks Taylor, appreciate it, and excited to be on the webinar today. That have to service it.

Practicing Positive Psychology in Customer Service


Have you encouraged a frustrated employee to stay positive after a particularly deflating customer interaction? If you have, you were tacitly acknowledging the importance of positivity in customer service. How to Efficiently Manage Service Levels with the Right Technology.

Implementing a Robust Customer Service Training Program

CSM Magazine

Delivering a great customer experience is of utmost importance to any business, small or large, as it affects the profit margins and the company’s goodwill significantly. Customer Service Training. How to Improve Customer Service Training. Customer Service Article

Webinar: Drive Growth by Reducing Customer Effort


Now more than ever, customers are demanding top-notch service. After a poor service experience, 71% end their relationship with that company, and most of them—61%—choose a competitor to go to. A company that offers differentiated service will retain loyal customers.

Two Birds, One Stone: How to Reduce Contact Center Costs AND Improve Customer Service [Slideshare]


Yet, according to the Harvard Business Review (HBR) , “acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one.” The key takeaway is that you cannot skimp on customer service. VPs & Directors of Customer Experience.

Webinar: The Experience Economy – Customer Data, VoC and Closing the Feedback Loop

CSM Magazine

As experience overtakes price and product as a key brand differentiator, the race is on to understand your customers better and deliver the ultimate experience. Sign up for the free webinar “Welcome to the Experience Economy” to find out. Customer Service Articles

[Webinar] Measuring Customer Effort: How to stop relying on post-call surveys and start listening for it instead


In 2008, the research team at CEB (now Gartner) surfaced a new measure, the Customer Effort Score (CES), that would change the way CX leaders evaluated the impact of customer service interactions on customer loyalty. Register for the webinar.

Webinar: Automate Service & Increase Customer Satisfaction with AI

DigitalGenius Blog

Join the "Automate Service and Increase Customer Satisfaction with AI" webinar on Thursday, February 7th at 10 am PT/ 1 pm ET / 6pm GMT.

[Webinar] How to Stop the CSat Nosedive with Chat


If you haven’t yet seen our 2018 Live Chat Benchmark Report, now’s the time to join our live webinar on March 28, 2018 and take a look. The report for this year showed some startling findings – and one of the biggest is that Customer Satisfaction is falling.

Data is everything in the new era of customer service


My two previous blogs discussed how resistance to change is the arch nemesis of customer service and five ways to redefine traditional key performance indicators (KPIs). Services are provided over the web with back-up provided in separate data centers.

How to Successfully Handle Call Volume During Peak Times [Webinar]


The reality is that voice remains the most preferred channel for customers, but its popularity comes at a price: long hold times. Unfortunately, the effect of this on the customer experience is significant: 60% of customers will abandon a call after just one minute of waiting on hold.

5 Customer Service Stories that Will Shock You (In a Good Way)


It’s not often that you get to hear exceptional and positive customer service accounts, so today we bring you five that will shock you – but in the best of ways. With each one of these encounters, one can see how brands can foster and forge loyalty with their customers.

How to Efficiently Manage Service Levels with the Right Technology [Webinar]


Service level’ measures the accessibility of a company to their customers, and that company’s ability to manage call volume fluctuations and execute their staffing strategy. How can contact centers better manage their service levels?

5 Ways to Master High Volume Support Webinar with Front


Today’s most active support teams handle nonstop incoming activity from their customers. They have to move fast and utilize multiple channels to keep all their customers satisfied and all their communications on message. Customer Service Call Center

3 Webinar Takeaways: Automate Service & Increase Customer Satisfaction with AI

DigitalGenius Blog

As soon as executives first conceived that artificial intelligence could automate meaningful amounts of customer service work, expectations have been sky high. This is a joint post by DigitalGenius & NeuraFlash.

HubSpot Webinar Recap: How Customer Success is Key to Business Growth


On Tuesday I sat down with Michael Redbord, General Manager of Service Hub at HubSpot , to talk about the paradigm shift in customer service (CS) and how the function is becoming a key revenue driver for businesses. customer support

Enterprise-tested tactics for more scalable customer service models


There’s pressure coming from all angles —high customer expectations and historically low unemployment in the U.S. The workforce] are not requesting work from home or flexibility anymore, they’re demanding it happen.” – Jon Brown, VP of Customer Results at Liveops.