Sat.Dec 31, 2022 - Fri.Jan 06, 2023

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Top Ten Customer Service and Customer Experience Predictions for 2023

Shep Hyken

Happy New Year! We have an exciting year ahead of us. So much has changed in just the past three years. And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column.

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Agent Experience (AX): The Next Frontier for Elevating the Customer Experience (CX)

CCNG

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so.

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11 Customer Service Phrases You Need to Know in 2023

Nicereply

Regardless of the industry you work in , there’s common situations that every customer service agent will run into. Some of these situations can be difficult to find the right words for to get your point across, while still being polite.

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5 rules guaranteed to make you an effective leader

Beyond Philosophy

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Bad leadership leads to bad Customer Experience.

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Is Your L&D Organization Future-Proof?

Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology

If the recent past has taught us anything, it's that L&D organizations need to be nimble, quick, and able to react to both foreseen and unforeseen threats in order to be successful. That means looking to the convergence of technology, learning, and business needs so you can make intelligent, informed decisions regarding both your future and the future of your organization.

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How to Create Live Chat Survey Questions to Improve Customer Service

HelpCrunch

In a world where customer experience is everything, brands must continually strive to make their services as customer centric as they can be. Walker’s report “Customer 2020” predicted that by 2022, price and product would [ … ].

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Closing the Customer Service Gap

Contact Center Pipeline

Technology cycles come and go, but with cloud and digital transformation becoming so pervasive, the contact center space has never been poised for so much fundamental change.

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Employ (Don’t Outsource) the Customer Service Experience

FluentStream

Originally published by The Fast Mode Many believe outsourcing customer service is the obvious choice in today’s climate of cost-cutting and running a lean business. It’s considered less expensive, more scalable and easier to manage with an external call center. Read More.

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Customer Service Strategy for 2023: How to Maintain Great Service at Lower Costs

Nicereply

Get ready for 2023! Set up a customer service strategy that works and saves your costs. Due to the unstable economic environment , the world is challenged with today, businesses will be looking toward optimizing their operational costs and reducing expenses in 2023.

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Identifying the Criteria for Your Ideal Contact Center Location

Transparent BPO Outsourcing

Hint: Sticking a pin on a map is not the best option By Lance Hale, President, Transparent BPO There is a right way to determine the best location for your outsourced contact center. And then there’s the wrong way.

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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The Five Rules Guaranteed to Make You an Effective Leader

Beyond Philosophy

What do leadership and rabbits have to do with each other? Usually, not much. However, in the context of leading a team that needs to put the customer at the center of everything they do, I have a story that explains how they are.

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Survey Design – Best Practices

Lumoa

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them.

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CallMiner Product Innovation Series: January 2023

Callminer

CallMiner's VP of Product Management, Bruce McMahon, shares highlights from the 2023.01 release, which empowers users to get the most out of the CallMiner platform and drive improved CX and outcomes

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What Do You Want to Take With You in 2023?

Contact Center Pipeline

With the New Year upon us, the question I invite you to ask yourself is: What do I want to take with me in 2023? Visualize a suitcase – not a rollerboard that we could use as carry-on – but an old time suitcase (something similar to the old world map one pictured here). In […].

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The Ultimate Crash Course in eLearning Visual Design

Speaker: Connie Malamed, Founder of Mastering Instructional Design and Publisher of The eLearning Coach

Well-designed materials can motivate learners, improve comprehension, and assist optimal retention. If you need rapid, easily actionable ways to improve your eLearning and slides, join this session to learn the power principles that will have the biggest impact on your designs.

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Telemarketing Lead Generation: 5 Tips for High Quality Leads

Quality Contact Solutions

We exist because the world is driven by sales. Think about it. Everything we have is tied back to a sale that was made from a conversation that was had, which all started by generating that first lead.

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What is tNPS? Understanding Transactional NPS

Lumoa

Consumers today are more vocal than ever, and they’re not afraid to voice their opinions.

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How Customer Service Chatbots Can Improve The Customer Experience

kommunicate

Last Updated on January 5, 2023 A customer service chatbot has become a requisite for achieving great customer satisfaction. 60% of millennials prefer chatbots to have their queries addressed!

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Contact Center Pipeline Magazine: Inside Our January 2023 Issue

Contact Center Pipeline

Welcome to 2023! Our editor, advisory board and authors have done an amazing job of sharing with us their insights into the road ahead in 2023.

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

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2022 highlights from our customer service blog

Eptica

Date: Friday, January 6, 2023 Author: Pauline Ashenden - Demand Generation Manager 2022 highlights from our customer service blog. Published on: January 06, 2023.

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Discovering What Your Customers Truly Value

ClientSuccess

Value Vectors by Vecteezy. As a customer success team, it’s essential to stay agile and in tune with your customers’ evolving needs.

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Happy New Year and Welcome to 2023!

Taylor Reach Group

By Colin Taylor. As I look at the new and shiny year ahead, I wonder what delights and innovations and opportunities may lie ahead for Contact Center operations. .

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How Gaming Companies Should Improve the Customer Experience

Helpware

The gaming market is highly competitive with over 2,457 companies around the world and $30.4 billion in revenue. There are new games popping up virtually every day and one of the biggest differentiators is the customer experience (CX) they offer.

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Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

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Centre de contact natif Teams : la nouvelle ère

Eptica

Date: Friday, Janvier 6, 2023 Author: Laurianne Merour - Digital Marketing Manager Centre de contact natif Teams : la nouvelle ère. Publié le: 06 Janvier 2023. Auteur: Laurianne Merour - Digital Marketing Manager Les agents apprécient les avantages de leur nouvelle connectivité améliorée.

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Customer engagement predictions 2023: Strategic priorities for CX leaders

Nuance

Despite what you might read in the headlines, there are many reasons to be optimistic as we head into 2023. For example, in my conversations with customer engagement leaders, I’ve been struck by how focused they are “doing more with less” given the current economic climate. “Do

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How To Use AI To Drastically Improve Contact Center Script Adherence

MiaRec

Are you frustrated that your agents ignore carefully defined call scripts and just "wing it," often making customer interactions longer than they need to be?

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How to show that sales is not the only path to revenue growth

ChurnZero

This is a guest article by Ali Cudby , co-founder and CEO, CXology , an e-learning platform and community that provides training, resources and peer-to-peer conversations. Customer Success is not a cost center. So why do companies see it that way more often than not?

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2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

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Customer Service: 5 Ways of Using Social Media for Customer Support

Helpware

Social media is a powerful tool that has become integrated into consumers’ daily lives. Nearly 59 percent of the global population uses social media platforms, with the average user spending roughly two hours of their day browsing through their social media accounts.

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Reimagine the Employee Experience with Guru and Bucketlist

Guru

What does it take to create a truly stand-out employee experience? As more companies move to permanent remote and hybrid setups, people are starting to realize that Casual Fridays and the occasional pizza party aren’t going to cut it anymore. thought leadership

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How OrthoIndy uses ambient clinical intelligence to boost efficiency and reduce costs

Nuance

A combination of rising inflation, labor shortages, and global economic and supply chain disruption is putting enormous pressure on healthcare organizations’ financial performance. Many are barely turning a profit, and some are experiencing significant losses.