Tue.Dec 03, 2019

Amazing Business Radio: Robert Glazer


Elevate the Employee (and Customer) Experience. Making a Lasting Impact on the People That Power Your Business. Shep Hyken interviews Robert Glazer.

This is the Business Equivalent to the “Good morning” Text

Myra Golden Media

I picked up my iPhone and saw a text from a five-digit number. My heart gazelled – I just knew it was the airline telling me my flight was delayed, or worse, canceled. But it wasn’t. A delay that is. It was my airline saying, “We’ll see you soon!

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Contact Center Pipeline Magazine: Inside Our December 2019 Issue

Contact Center Pipeline

TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think about what was and what will be. The end of one year and the start of another seems to naturally inspire this. Contact Center Pipeline had a very good 2019. I […].

Why Your Contact Center Knowledge Base Needs to be Visual


Agent: Hello, thank you for calling Longbow Telecom. How may I help you today? Customer: I think I need to reset my router but I can’t work out how. Agent: One moment please, while I access that information. Agent: Thank you for holding. I’m pulling it up for you right now.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

The 3 Biggest Customer Experience Game Changers of the Last Decade

Customers That Stick

It is an amazing time to be a customer experience expert and a fascinating time to look back at the immense changes to both the idea and practice of customer experience that the last decade has brought.

More Trending

The Top 5 Customer Success Manager Best Practices


Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. They monitor the customer experience and their achievement of value.

From vendor to trusted partner: The importance of shared values

TELUS International


Bridge the Gap Between IT and the Business with WAVES


At ConvergeOne, every collaboration engagement follows the WAVES Methodology. The first step is a Workshop that helps our customers take an “outside-in” view of their environment.

5 Predictions for Augmented Reality in Customer Service in 2020


Google Glass may have been ahead of its time, but with Apple’s rumored release of their own augmented reality (AR) glasses , it’s time to start taking the topic seriously. Customer Service Customer Experience Technology Augmented Reality Predictions

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Make 2020 the Year of the Agent

Strategic Contact

For the past several years, everyone has been focusing on the customer experience. Delivering a good – if not great – customer journey is crucial for building or retaining market share. Customers expect to be treated well at every point of contact.

How to Reinforce Your Service Culture With Rituals

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. What typically happens at the start of a meeting in your company?

2020 Customer Experience (CX) Trends

The Center for Client Retention

Our customers’ expectations are growing exponentially. Although technology helps companies facilitate CX strategy, without the human touch our customers and our employees are vulnerable to poaching.

How Chat bots Change Staffing Practices


The 21st century has certainly seen waves of improvements and new technology in the business world. Some of these changes involve chat bots. Instead of speaking directly with a human being, customers and interested parties can speak with a chat bot.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Bad News – Customers Don’t Care

Andrew Mcfarland

There is an interesting asymmetry in business. Despite teams of people dedicated to customer service and care, customers themselves do not care about our products, our services, or us. But surely this can’t be true! If customers didn’t care about. Customer Experience Drill bit Goals Objectives

Can you justify investing in all these digital channels your customers use?

NICE inContact

You need to invest in digital channels in order to keep pace with the way your customers are communicating today. But, how do you justify the investment other than to say that you know that is what your customers prefer?

Self-Auditing Your Company’s Customer Experience for Value Opportunities Pays Off

Kristina Evey

It should old news to you by now that focusing on Customer Experience(CX) drives sales and customer loyalty. What stymies … Read More Self-Auditing Your Company’s Customer Experience for Value Opportunities Pays Off. The post Self-Auditing Your Company’s Customer Experience for Value Opportunities Pays Off appeared first on Kristina Evey. Customer Experience Management Leadership Perceived Value Perception

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The Best Way to Create a Customer Journey Map


The customer journey map is a visual representation of the customer journey. Customer journey mapping is a way to overview the customer journey that helps you to manage the customer experience. Feed generated with FetchRSS

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

How to Become a Customer Service Expert in 30 Days


It may feel like you’re drinking from a fire hose of metrics or drowning in talk about soft skills. Remember, this is only temporary. Thirty days from now you’ll have this stuff mastered. In late 2008 Malcom Gladwell published his book Outliers: The Story of Success. Within it, he popularized a concept that has come to be known as the “10,000 hour rule”.

4 Reasons Chatbots Fail

bold360 Blog

With so much research on and reasons why (and how) chatbots can add value for businesses and consumers alike, why is it that chatbots have gotten a bad rep? The short answer is poor implementations. The long answer is a bit more nuanced. . Here are four of the top reasons why chatbots fail and ways to overcome them : . No clearly defined business goals .

The Local Party Line – A Predecessor in Disguise


The “local party line” and modern forms of voice communication are more alike than you might expect. Party lines – where many people shared the same phone number and only one conversation was possible at a time – acted as the predecessor to Business Phone System features like audio conferencing and individual/group extensions. They each, in their own time periods, have responded to the human need for effective group interaction.

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Welcoming Voice Comes With Hurdles | Technological and Generational


As the conversational economy grows and intertwines within businesses, it becomes more and more clear that this won’t be an entirely easy path. There are many hurdles that exist along this road, many related to the technology itself, including: Computational resources.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

UP! Your Service is now “UPLIFTING SERVICE”

Up Your Service

Your Service – The brand that has been known and loved around the world is growing up. We are now becoming ‘Uplifting Service’ Here’s why we’re making this simple but very important change.

Voice Intelligence | Where Voice, and Fraudsters, Are Headed


We all know KBAs, or knowledge based authentication questions, are outdated – but can you imagine a world that relies solely on an authentication method that’s always been a part of you – your voice?

AI for Customer Care Automation

CSM Magazine

Volumes of business communication are growing constantly. A huge part of this is repetitive and time-consuming, but it is necessary for the enterprise to achieve success. That’s why intelligent automation is a priority for growing businesses.

Developing Unique Growth Mindset that Fuels Growth, Success, and Innovation


Vincent Manlapaz, in an interview with Brett Andersen, Director of Client Success at Degreed, shares the dynamic role of CS and provides clear-cut strategies to structure grow and manage expectations and opportunities across the entire organization.

Transforming Customer Care with AI

Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact

Gartner predicts that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers. Join our live education session, backed by new independent studies to learn more about: AI: The basics. Why does my contact center need to adopt AI now? Introducing AI in your contact center: where and when. The effect on the Customer Experience. Successful implementation of AI support in your center. Recommendations for your AI superpower pack.

I Quit: How Poor Treatment by Customers Leads to High Turnover in the Service Industry

CSM Magazine

How supervisors manage customer conflict also determines how long employees stick around.

5 Key Considerations When Planning A Digital Transformation

Connect Managed

At Conn3ct, we are seeing an increasing importance for businesses to be more digitally engaged and connected with their customers.

Manufacturers Needlessly Let Customers Wait More Than a Week for Repairs

CSM Magazine

By analyzing more than 100,000 support requests, tech support company Mavenoid discovered users of tech hardware have to wait on average eight days to have a problem fixed. In half of the cases, the long wait could have been avoided with automation and better self-service capabilities.