ShepHyken

JANUARY 1, 2019

The Nine Mistakes. Finding Your Purpose to Achieve Success Sooner. Shep Hyken interviews Skip Prichard. They discuss Skip’s new book, The Book of Mistakes: 9 Secrets to Creating a Successful Future , which details the most common mistakes people make in their professional and personal lives. Shep’s Opening Monologue. Shep’s opening monologue addresses the question of how new technologies have changed–and haven’t changed–customer service.

Technology 272

Technology Customer Service Personalization 272

Myra Golden Media

JANUARY 1, 2019

You get the behavior you tolerate. So, if your employees aren’t friendly, helpful, and showing empathy, you have to ask yourself, Have I been tolerating poor performance? Are you having conversations with your people about unacceptable performance? Are you coaching and holding employees accountable? If you want to see change, you have to set expectations, have coaching conversations, and be willing to deal out consequences.

Coaching 195

Coaching Accountability Feedback Personalization 195

Answer Dash

JANUARY 1, 2019

(This article is originally published at ICMI ) Hint: Focus on Agent Performance If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation. I’ve heard this spoken of chatbots, in particular, this year.

Contact Center 67

Contact Center Chatbots Analytics outsourcing 67

Customer Experience Matters

JANUARY 1, 2019

Gelukkige nuwejaar, Gëzuar vitin e ri, e glëckliches nëies, aam saiid, shnorhavor nor tari, yeni iliniz mubarek, bonne année, urte berri on, ?????? ?????, subho nababarsho, asgwas amegas, mbembe mbu, bonne année, sretna nova godina, bloavezh mat, ??????? ???? ??????, hnit thit ku mingalar pa, kung hé fat tsoi, bon any nou, xin nian kuai le, pace e salute, sretna nova godina, š?

Customer Experience 54

Customer Experience 54

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Andrew Mcfarland

JANUARY 1, 2019

Want a quick and high-impact way to transform your business in 2019? Focus on improving the customer experience. As in past years, I’ve collated the most read posts of the previous years. They’ll provide a good starting point to reinvigorate.

Customer Experience 48

Customer Experience 48

Customer Service Life

JANUARY 1, 2019

This article was originally published on CustomerThink on October 12, 2018. Click here to read the original post. Over the past few years, I’ve worked with dozens of our new clients at FCR to help them design a quality process for the customer service team that drives the sort of customer experience they want to deliver. Of the many different topics we discuss in those conversations, one of my favorites is asking them to talk about the voice and style we should use when communicating with thei

Customer Service 60

Customer Service Scripts Marketing Personalization 60

Totango

JANUARY 1, 2019

True customer obsession is a key principle that keeps companies relevant, competitive, and growing. Without it, companies stagnate, become irrelevant, decline, and die. Amazon’s Customer Obsession. I was inspired by Jeff Bezos, Amazon CEO, when reading his 2016 Letter to Amazon Shareholders. In this year’s letter, he outlines four key principles that he believes are critical to keeping his company, or any company for that matter, relevant, competitive, and on a growth trajectory.

Customer centricity 54

Customer centricity Marketing Technology Enterprise 54