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This is the Most Significant Thing We Learned in 2020! Like many people, we are not sad to see the year 2020 slip into the past. We look to ringing in the new year with happy anticipation of better things to come. MORE
Many companies rely on call centers to help field inbound calls and execute the right outbound strategy that is both friendly and helpful while handling all customer communication for the company. This task is a tall order for any call center. MORE
Updated and now with 30 virtual team-building activities. Here's your chance to build a vital skill for now and the future. Be a virtual team building expert by knowing how to keep your remote workforce engaged and motivated. MORE
“You’ve reached Service Enterprises. Your call is important to us. For sales support, press 1. For product support, press 1. For technical support, press 1. For account updates, help with installation, or billing activities, press 1.” MORE
My wife, Sally, and I have a fun New Year’s tradition. Throughout the year, whenever something really good or noteworthy happens, we write it down on a piece of paper and stick it in our Jar of Awesome. Yes, there’s an actual jar. Then, on New Year’s Day, we open the jar and read the notes. MORE
We’ve covered a lot of ground this year, and so have you, dear readers. Between COVID-19 and the transition to remote work, it’s been clear that priorities have shifted across the board, and we’ve all responded accordingly. MORE
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. MORE
It has been a big year at VirtualPBX, and we’d like to share our 2020 Year in Review with you. See how we’re listening to customers and setting VoIP trends that will push the communications industry forward. MORE
Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth. MORE
Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. MORE
A few years ago, when speaking in Singapore, I asked my audience questions during my presentation, like I always do. To my surprise, nobody answered, and the presentation suffered for it. MORE
As 2020 comes to a close the world collectively turns inward and considers what shaped the past year. The past molds the future and reflection affords us the opportunity to act the potter. 2020 has been a year with massive amounts of upheaval and change to the way society functions. MORE
Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was. MORE
In 1969, Canadian singer/songwriter Joni Mitchell released a folkie-sounding album called Clouds. Featured on the album was a song called “Both Sides, Now” that was written by Joni Mitchell in 1967 and first recorded by Judy Collins in 1968. Judy’s version of the song reached number eight on the U.S. MORE
Emotional Engagement and Customer Centricity. How to Drive Customer and Employee Engagement for a Better Customer Experience. Shep Hyken interviews Vibhas Ratanjee , Senior Practice Expert with Gallup. They discuss strategies for building customer centricity and emotional engagement. MORE
Hi, This week is very special. We are starting the last week of 2020…. No one can argue that 2020 was special… It was unlike anything we imagined 12 months ago. 2020 was a year of learning, new routines of working from home, remote learning, and most of all – a year of challenges. MORE
5 Customer Experience Lessons for 2021 – CX Quick Tips on CX Global Media TV with Roy Atkinson Customer Experience lessons were abundant in 2020. But what will change in 2021? What needs to be reinforced, amplified, or simply stricken from your mind forever? MORE
Vincent Manlapaz, in an interview with Rama Saripalle talks about the importance of aligning key business processes (CS strategies, customer feedback, and customer experiences) as the leading driver for CS programs' success. MORE
Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world. MORE
As we close out the year, I thought I’d break from the traditional customer service and experience topics and get a little personal – maybe even a little motivational. I’m very optimistic about the future. But the word very doesn’t mean I’m overly optimistic. There’s a difference. MORE
As a small business, you may assume that a call center is not a proper fit for you. But one of the biggest challenges to your small business is your size. MORE
Well, that was a doozy of a year. Everything we planned was turned backwards, sideways and every which way by early March 2020 when COVID-19 came barreling down the pike and hit us smack in the face. But here we are again.at MORE
What I learned while leading a CX company during a global pandemic and what will happen next. MORE
In my opinion, if the following three CX issues are addressed, customer experience jobs will be saved and CX initiatives will get funded: 1. Misunderstanding of the role of CX. A misconception that “business success doesn’t mean CX success.” Unequal treatment of customers’ choices. MORE
This week we feature an article from Jessica Fender , head of the content team at Alltopreviews.com. Sh e provides tips and examples of how to improve the customer experience with automated support emails. Email automation is a way to keep your customers happy. MORE
2020 was a real mixed bag of emotions. Like a box of chocolates, you never know what you’re gonna get during life in the pandemic. Though more often than not, we ended up with the gross strawberry cream flavors.). Isolating at home felt like being stuck in your own glass case of emotion. MORE
We are finally at the end of a turbulent 2020. It has been quite a journey—with many more months of market uncertainty and workplace challenges ahead. MORE
Happy employees are the best kind. They work hard, keep customers loyal, and stick around to help your organization accomplish its mission. You definitely want them on your team. This is true in the best of times, yes, but also in the worst of times. MORE
Businesses globally experienced rapid and immense change this past year. Discover the six digital and customer experience lessons that defined 2020. CX Best Practices MORE
Edify
DECEMBER 29, 2020
Well, that was a doozy of a year. Everything we planned was turned backwards, sideways and every which way by early March 2020 when COVID-19 came barreling down the pike and hit us smack in the face. But here we are again.at
Contact Center Pipeline
DECEMBER 29, 2020
Happy employees are the best kind. They work hard, keep customers loyal, and stick around to help your organization accomplish its mission. You definitely want them on your team. This is true in the best of times, yes, but also in the worst of times.
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Talkdesk
DECEMBER 30, 2020
What I learned while leading a CX company during a global pandemic and what will happen next.
ShepHyken
DECEMBER 30, 2020
As we close out the year, I thought I’d break from the traditional customer service and experience topics and get a little personal – maybe even a little motivational. I’m very optimistic about the future. But the word very doesn’t mean I’m overly optimistic. There’s a difference.
Advertiser: Frontline Group
There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.
Beyond Philosophy
DECEMBER 26, 2020
This is the Most Significant Thing We Learned in 2020! Like many people, we are not sad to see the year 2020 slip into the past. We look to ringing in the new year with happy anticipation of better things to come.
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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CX Global Media
DECEMBER 28, 2020
Updated and now with 30 virtual team-building activities. Here's your chance to build a vital skill for now and the future. Be a virtual team building expert by knowing how to keep your remote workforce engaged and motivated.
ShepHyken
JANUARY 1, 2021
This week we feature an article from Jessica Fender , head of the content team at Alltopreviews.com. Sh e provides tips and examples of how to improve the customer experience with automated support emails. Email automation is a way to keep your customers happy.
Beyond Philosophy
DECEMBER 28, 2020
A few years ago, when speaking in Singapore, I asked my audience questions during my presentation, like I always do. To my surprise, nobody answered, and the presentation suffered for it.
Contact Center Pipeline
DECEMBER 30, 2020
In 1969, Canadian singer/songwriter Joni Mitchell released a folkie-sounding album called Clouds. Featured on the album was a song called “Both Sides, Now” that was written by Joni Mitchell in 1967 and first recorded by Judy Collins in 1968. Judy’s version of the song reached number eight on the U.S.
Advertisement
Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!
TechSee
DECEMBER 28, 2020
“You’ve reached Service Enterprises. Your call is important to us. For sales support, press 1. For product support, press 1. For technical support, press 1. For account updates, help with installation, or billing activities, press 1.”
ShepHyken
DECEMBER 28, 2020
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
CX Global Media
DECEMBER 30, 2020
5 Customer Experience Lessons for 2021 – CX Quick Tips on CX Global Media TV with Roy Atkinson Customer Experience lessons were abundant in 2020. But what will change in 2021? What needs to be reinforced, amplified, or simply stricken from your mind forever?
TELUS International
DECEMBER 28, 2020
Businesses globally experienced rapid and immense change this past year. Discover the six digital and customer experience lessons that defined 2020. CX Best Practices
Advertiser: Skilljar
Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!
Toister Performance Solutions
DECEMBER 31, 2020
My wife, Sally, and I have a fun New Year’s tradition. Throughout the year, whenever something really good or noteworthy happens, we write it down on a piece of paper and stick it in our Jar of Awesome. Yes, there’s an actual jar. Then, on New Year’s Day, we open the jar and read the notes.
ShepHyken
DECEMBER 29, 2020
Emotional Engagement and Customer Centricity. How to Drive Customer and Employee Engagement for a Better Customer Experience. Shep Hyken interviews Vibhas Ratanjee , Senior Practice Expert with Gallup. They discuss strategies for building customer centricity and emotional engagement.
CX Global Media
DECEMBER 29, 2020
Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was.
Sampson Lee
DECEMBER 29, 2020
In my opinion, if the following three CX issues are addressed, customer experience jobs will be saved and CX initiatives will get funded: 1. Misunderstanding of the role of CX. A misconception that “business success doesn’t mean CX success.” Unequal treatment of customers’ choices.
Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises
It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.
VirtualPBX
DECEMBER 29, 2020
It has been a big year at VirtualPBX, and we’d like to share our 2020 Year in Review with you. See how we’re listening to customers and setting VoIP trends that will push the communications industry forward.
Totango
JANUARY 1, 2021
Hi, This week is very special. We are starting the last week of 2020…. No one can argue that 2020 was special… It was unlike anything we imagined 12 months ago. 2020 was a year of learning, new routines of working from home, remote learning, and most of all – a year of challenges.
Tethr
DECEMBER 29, 2020
We’ve covered a lot of ground this year, and so have you, dear readers. Between COVID-19 and the transition to remote work, it’s been clear that priorities have shifted across the board, and we’ve all responded accordingly.
Ansafone
DECEMBER 27, 2020
Many companies rely on call centers to help field inbound calls and execute the right outbound strategy that is both friendly and helpful while handling all customer communication for the company. This task is a tall order for any call center.
Advertiser: ZoomInfo
Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!
ClientSuccess
DECEMBER 28, 2020
Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world.
Totango
DECEMBER 28, 2020
Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth.
LiveVox
DECEMBER 29, 2020
As 2020 comes to a close the world collectively turns inward and considers what shaped the past year. The past molds the future and reflection affords us the opportunity to act the potter. 2020 has been a year with massive amounts of upheaval and change to the way society functions.
Ansafone
DECEMBER 30, 2020
As a small business, you may assume that a call center is not a proper fit for you. But one of the biggest challenges to your small business is your size.
Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone
While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.
Strikedeck
DECEMBER 29, 2020
Vincent Manlapaz, in an interview with Rama Saripalle talks about the importance of aligning key business processes (CS strategies, customer feedback, and customer experiences) as the leading driver for CS programs' success.
CSM Practice
DECEMBER 29, 2020
Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth.
ChurnZero
DECEMBER 29, 2020
2020 was a real mixed bag of emotions. Like a box of chocolates, you never know what you’re gonna get during life in the pandemic. Though more often than not, we ended up with the gross strawberry cream flavors.). Isolating at home felt like being stuck in your own glass case of emotion.
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