How Technology & Customer Experience Have Changed the Employee Learning Landscape

Call Center Weekly

We want entertaining videos that make a point quickly; and we want systems that let us find and consume content with the click of a button."

Mobile Technology and Gaming Create Better Customer Experiences

Win the Customer

The idea behind gamification is quite simple: by applying game mechanics to tasks or functions that typically have no entertainment value, you provide people with motivation to partake in these tasks. In the work environment, gamification may be employed as a training tool or employee morale initiative and in turn, improve customer service experiences.

Amazing Business Radio: Martin Powton


You can use creativity to add things to the surveys, such as gifs to make them more entertaining and enjoyable, which in turn will help boost your completion rates. About: Martin Powton is the Marketing Manager at Wizu , a company that creates engaging, entertaining and conversational surveys.

Skate Where the Puck is Going to be: Adapt with Changes to Thrive


Growing up my family made a weekly visit to the video store typically Fridays after school so we could pick up some entertainment for the weekend. As technology evolved so too did the location we visited to find our video entertainment.

Avoiding Bot Biases in Customer Experience

Taylor Reach Group

It’s not uncommon to experience the downstream effects of their faulty judgment while interacting with content produced by entertainment, e-commerce, and social media giants: Netflix recommended movie genres of no interest to viewers while hiding content more aligned with their tastes.

Amazing Business Radio: Josh Liebman


Everyone is competing for the entertainment dollar, and the way that you get that dollar is through the experience.” – Josh Liebman. . Josh Liebman Encourages Running Toward Complaints, Not Away From Them.

The Canadian Football League and InGenius


Be sure to read our Ottawa Sports and Entertainment Group customer success story. In 1950, colour TV was invented. Two years later, the first Canadian Football League (CFL) championship game, the Grey Cup, is broadcast. Back then, the planet's population was a humble 2.5 billion.

Little Things Go a Long Way in Customer Service

Outsource Consultants

The big goal should be to reduce hold times, but while hold times are still a reality it’s important to mix up the music and make it more entertaining and pleasing to the ear. Melissa Thompson’s recent article points out that customers will stay on hold longer if there is music playing than if there’s only silence while they wait. However, for reasons provided in Thompson’s article, companies often use boring elevator music instead of popular songs.

Amazing Business Radio: Jesse Cole


About: Jesse Cole is the owner of Fans First Entertainment, who owns and operates the Savannah Bananas and the Gastonia Grizzlies. Doing the Opposite of Normal Can Lead to Better Customer Service. Shep Hyken Interviews Jesse Cole, Author of Find Your Yellow Tux. Do your “fans” come first?

Posh Pools and Easy A’s: Students as Customers in Higher Education

Beyond Philosophy

Instead, many institutions these days seem to be selling a pleasant and entertaining four-year vacation. What will become of higher education if the current trend continues – a race toward offering the most luxurious, entertaining and comfortable path to a degree – is unclear.

Amazing Business Radio: Bryan Eisenberg


Featured Interview: Shep begins the interview by asking Bryan Eisenberg about the four secret ingredients to making a great presentation, which are: Provide entertainment – tell a story. Bryan Eisenberg Tells Us The Secrets of Amazon’s Success. How can your business be more like Amazon?

6 Key Trends Shaping Social Customer Service


Offer customers insight into your brand events and inform them in an entertaining way by creating meaningful, real-time video content. As social media use continues to grow, customers demand greater brand engagement on these channels. And don’t think that millennials are the only people driving engagement: According to a Global Web Index report, 97% of online adults aged 16-64 claimed to have visited at least one social network in the past month. Just how does this behavior impact brands?

Professional Speakers Have 3 Important CX Lessons for YOU!


MGM Resort’s Chief Sales Officer, Michael Dominguez , shared how they are looking ahead to the ways entertainment will shift in the very near future. What if the customer experience you had to deliver was all about YOU?

Customer Centric Sales & Service Policies


We entertained scenarios that predominantly favored ourselves, in our quest to achieve company targets for revenue, market share, and margin. Customer Centric Sales & Service Policies Lynn Hunsaker.

Sales 56

Retail’s Worst Nightmare – Virtual Reality!

Beyond Philosophy

Toms shoes, for example, hopes to entertain its customers with an in-store virtual reality video that immerses them in a company trip to Peru to distribute shoes to children. Toms is hoping to entertain and inspire – both positive emotions that drive brand loyalty.

CX: The Shift from Call Center to Contact Center

Revation Systems

In his 1998 book, The Experience Economy , Joseph Pine observed that the world was shifting in such a way that experiences would become the predominant economic offering — characterized by entertainment, education, esthetic and escapism at varying levels of participation and absorption.

So, what is the future of work?


You can debate the question but there is one indisputable fact: my entertainment has shifted to the cloud which is slowly becoming a dominant aspect of the future of work. A few weeks ago, I was heading home in a car with two of my friends.

2018 Customer Experience Trends

The Center for Client Retention

The technology allows the server to know guests’ names, their dining and entertainment preferences, and (naturally) their room and account numbers.

How to Leverage Six Sigma to Improve Customer Experience


Don’t be afraid to start – read a book, peruse an article, or get inspired by an entertaining blog post. For many years I have been a practitioner of both customer experience (CX) and Six Sigma , so I can personally speak to the unmatched advantages of bringing these two disciplines together.

ICUC 2016 Checklist to Help Transform Your Experience


Get ready for one of the most incredible parties inContact has ever thrown—dinner in the Universal CityWalk™ entertainment complex followed by dessert, rides and entertainment at The Wizarding World of Harry Potter™ – Hogsmeade™. We are officially less than one week away from our biggest event this year, ICUC 2016 ! As time starts ticking away until your arrival in Orlando, we’ve created a checklist for you.

How to Create Your Punch List for Quick CX Wins


Have you ever lived through a major renovation project or lived through construction of a house or condo? I say “lived through” because it can be harrowing, on a #firstworldproblems level for sure, but harrowing nonetheless.

Engaging Customers Through Video: 5 Essential Tips


Given that many people watch online videos for entertainment, brands that deliver meaningful video content in a fun way ultimately engage both current and potential customers. Video has been a popular medium for ages, but never has it shown as much potential for business as it does today. HubSpot claims that 43% of customers want to see more video content from marketers. Furthermore, Animoto cites the usefulness of video, stating that 4 out of 5 customers find demo videos instructive.

8 Worst Mistakes You Don’t Want to repeat!

Beyond Philosophy

According to the YouTube Video , the family found the tech asleep on the couch in their entertainment room, using their son’s pillow for his head. And then the stories go viral or become the subject of well-produced and highly entertaining country song on YouTube.

Not To Be Missed: The Best Of 2017

Beyond Philosophy

Storytelling is a fantastic tool for entertaining and engaging both your customers and employees. I always say that Customer Experience is a journey, not a destination. After all, once you arrive, it is already time to refine your experience more.

Nancy Friedman: 7 Steps to Satisfied Customers

Bill Quiseng

Named by meeting planners as one of their “favorite speakers” by Meetings and Conventions Magazine, she has a natural gift for entertaining an audience that will engage and inspire every attendee to deliver a better customer experience.

Teri Yanovitch: Everything Speaks!

Bill Quiseng

Using the entertainment analogy of “onstage” and “offstage”, cast members are constantly reminded the importance of recognizing they are “onstage” every time they step into a guest area.

The New Essential Business Skill: Storytelling

Beyond Philosophy

But stories aren’t just useful tools for entertainment and customer engagement. Over the past few months, I’ve noticed that “storytelling” has become a hot marketing buzzword.

9 Best Call Center Practices Need of Every Business

Dialer 360

It takes the responsibility for employing the chance to choose the best entertainers. Call centers are an imperative resource for organizations. They are the main line of safeguard for customer loyalty. In past, call center represented a huge number of new employments. And many of them was rely upon to develop occasion more in upcoming years. Call center managers should practice best to enhance the productivity of their assets.

Incredible Lessons About Customer Service from Movie Clips


So to the customer service folks who are ready to take more away from TV and movies then simply an entertainment fix – this one is for you. You may think that watching movies and television shows is something you do for sheer amusement – providing little educational value.

Are you Lovin’ or Hating McDonald’s New CX?

Beyond Philosophy

Does anyone else find it entertaining that in China they order American Take Out? To be honest, I’m not lovin’ McDonald’s food! However, I’m lovin’ their plans to overhaul their Customer Experience to regain the 500 million lost customer visits.

Can AI Replace Call Center Human Agents ?


Customers Like to Be Entertained. Why you may want to adopt a best-of-both-worlds approach.

Guest Blog: Stop Wasting Money!


With a warm, witty and wonderfully entertaining style, Warwick Merry brings creative energy to events.

Contact Center Resolution Number 1 – Shift Your Focus from Product to Customer Experience


Over the last couple years, there’s been a shift in the content of television and radio commercials from product features to customer experience.

Guest Blog: Create Amazing Impacts with 15 Minutes and 15 Dollars or Less


Andy Masters, MA, CSP is author of the award-winning book “Kiss Your Customer: 77 Reasons Why Sales & Service Are Just Like Dating & Relationships,” and presents entertaining programs on leadership, sales/service and personal development topics.

Technical Competence & Organisational Clarity – The two pillars of Customer Centric Leadership


However, before Stephen was prepared to confirm the reservation, he wanted to know whether or not there would be any festive entertainment on offer. After a protracted conversation, the restaurant manager was summoned – he proceeded to describe the entertainment programme in great detail.

Amazing Business Radio: Scott McKain


The purpose of entertainment is to create the desired emotional response from the audience. Scott McKain Talks About How to Stand Out in a Hypercompetitive Marketplace. Show business is a multi-billion dollar (and thriving) industry.

Guest Blog: An Unlikely Business Makeover


There are fresh cut flowers, area rugs, and a cute children’s play area to entertain the young ones while parents conduct their business. This week we feature an article by Josh Linkner about the DMV, The Department of Motor Vehicles, experience.

Recapping the 2017 ICMI Contact Center Conference

Customer Service Life

Shep Hyken dazzled and entertained us with a variety of magic tricks that I still can’t wrap my mind around. Ruth McCullen and Jeremy Watkin had the pleasure of having Virginia from Kingman Ink draw as we helped contact center leaders tell better stories.

Become a Consumer Customer Service Expert !

Teresa Allen

It will not only be quite entertaining, it will be significantly educational. ​Customer service failures have captured the headlines in 2017. As such, companies are becoming ever more aware of how their brand reputation is linked to individual customer service encounters!

5 Top Customer Service Articles For the Week of May 1, 2017


My Comment: Not only is this article filled with important information about how to focus on the customer experience (CX), it is also entertaining. Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week.