INDUSTRY INSIGHTS YOUR PEERS ARE READING
Gone are the days when companies considered integrating live chat to their websites. Today, they are aware of its influence and impact on customers. It is no longer considered but needed to gain benefits like: Building delightful experience with proactive support approach. MORE
I’m working from home today, enjoying having my college-daughter here for the week, and the freedom of my son’s clear high-school calendar during Spring Break. But, predictably, my teenagers are upstairs with eyes on screens, probably with unbrushed teeth. So, I’m in my home office. I’ve promised myself no more than two hours work. And then I’ll come up with something adventurous for us to do today. MORE
You’ve heard of the concept of Pay It Forward. Many people use the phrase to describe doing a good deed for someone with no other expectation than that person doing something nice for someone else and so on, creating a chain of good deeds. Don’t pay it back. Pay it forward. MORE
With consumers increasingly expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and repetitive customer service tasks. MORE
Customers Are Irrational! What Can We Do About It? Many times, when I talk about irrationality in customer behavior, people in the business-to-business (B2B) arena tune out. However, this is a mistake. All customers are irrational, whether they are making business decisions or consumer ones. MORE
Customer Experience (CX) as a term may have many definitions, but it is generally accepted that it is all about creating personalized, seamless, low-effort customer interactions. By its very nature, CX takes a holistic view. MORE
Attitudes toward what constitutes good customer service are always changing, because they are rooted in a culture that is always changing. Today, companies find themselves having to think about how they present themselves in entirely new ways, because. MORE
Identify and understand a customer’s drive and needs. It is an indispensable exercise that a business needs to do to ensure their long-term success. Most of the buyer’s decisions are influenced by their emotions. MORE
Winter travel can be stressful with the concern of weather-related delays and cancellations. On a recent trip that had a connecting flight, I was notified the night before that my first flight was going to be delayed, which made me worry about missing my connection. MORE
When we speak of Customer Experience (CX) and strategies for improving it, we need to clearly define the inherent business value. MORE
Not long ago, I wrote an article that featured Todd Hopkins, CEO of Office Pride, and his concept of core values being a decision filter. I had the chance to interview him for Amazing Business Radio and he dropped another big concept on us that’s worth bringing to our followers. MORE
One thing many positive Customer Experience stories people tell have in common is they involve a moment that surprised and delighted customers. MORE
Customer support has become the topmost goal for any business. No company can afford to ignore the growing significance of customer support in times of today. Your competitors go from post to pillar to get hold of your customers. MORE
When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. MORE
Discover top tips for hiring, training and engaging your customer service team in the digital age. Training MORE
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Maya Angelou once said, “People will forget what you said. They will forget what you did. But, people will never forget how you made them feel.” ” That point right there – people will never forget how you made them feel – is why we created this course. MORE
By Erica Marois Two years ago, after an 18-month stint as Connecticut residents, my husband and I boxed up our belongings and made the journey back down south, landing in Richmond, VA. Unlike our move to Connecticut, we hit the road with significantly fewer belongings. MORE
This article was originally published on the FCR blog on February 7, 2019. Click here to read the original post. It’s official. I’ve completely caught the fly fishing bug — an unavoidable consequence given the abundance of fishable water here in Oregon. MORE
Errol Allen ? Errol Allen is an operations consultant and customer service expert. Using his 25 + years of corporate experience with companies such as ADT, The Houston Post, TCI Cablevision and GEICO, Errol assists his clients in developing a customer focused environment via documenting processes, creating task manuals, identifying key performance indicators and providing customer service training. He is the author of “Keys to Delivering Amazing Customer Service”. Connect LinkedIn | Twitter ? ?. MORE
This week we feature an article by Wayne Elsey who writes about how businesses can improve the experiences of their customers with the use of artificial intelligence. Shep Hyken. MORE
How to Manage Uncertainty. My team is the Luton Town Football Club. I heard the manager say about the team that you have to control the controllable. I quite like that phrase and I believe it is the key to managing uncertainty in your business for your customers. MORE
Today, people appreciate good Customer Experience, but not enough to talk about it a lot. What gets them talking to people about your brand is having a unique Customer Experience with moments of Innovative Service, or an Innovative Customer Experience. MORE
Habits for Success. Fostering Good Customer Service Habits to Make Your Business Stand Out. Shep Hyken interviews Mark Copeman. They discuss his new book, Helpdesk Habits , which teaches employees how to turn good customer service practices into routine habits. MORE
It’s been more than a year that you started your business. It’s doing well so far, but now you feel that it’s time to go online. You know that reaching your audience is important and taking your business online can help you do so in lesser time and investment. MORE
I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. Those that do often don’t think about how they will use the information they measure. The classic phrase, “If you can’t measure it, you can’t manage it” applies. MORE
The first thing I read on my iPhone this morning was the interestingly trending Gayle King interview with R&B singer R. Kelly. In the interview, the singer cries, rants at the camera, beats his chest, and stands, towering over Gayle King with warlike body language. MORE
Imagine this: You own a clothing store that’s known for selling unique designs. Your customers love these designs and keep coming back for more. MORE
Consumers are increasingly turning to virtual assistants to save time and effort in their personal lives. MORE
ShepHyken
MARCH 13, 2019
You’ve heard of the concept of Pay It Forward. Many people use the phrase to describe doing a good deed for someone with no other expectation than that person doing something nice for someone else and so on, creating a chain of good deeds. Don’t pay it back. Pay it forward.
Myra Golden Media
MARCH 6, 2019
The first thing I read on my iPhone this morning was the interestingly trending Gayle King interview with R&B singer R. Kelly. In the interview, the singer cries, rants at the camera, beats his chest, and stands, towering over Gayle King with warlike body language.
Call Center Weekly
MARCH 19, 2019
By Erica Marois Two years ago, after an 18-month stint as Connecticut residents, my husband and I boxed up our belongings and made the journey back down south, landing in Richmond, VA. Unlike our move to Connecticut, we hit the road with significantly fewer belongings.
Beyond Philosophy
MARCH 8, 2019
One thing many positive Customer Experience stories people tell have in common is they involve a moment that surprised and delighted customers.
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Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.
ProProfs Blog
MARCH 1, 2019
Customer support has become the topmost goal for any business. No company can afford to ignore the growing significance of customer support in times of today. Your competitors go from post to pillar to get hold of your customers.
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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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ShepHyken
MARCH 20, 2019
Not long ago, I wrote an article that featured Todd Hopkins, CEO of Office Pride, and his concept of core values being a decision filter. I had the chance to interview him for Amazing Business Radio and he dropped another big concept on us that’s worth bringing to our followers.
Myra Golden Media
MARCH 6, 2019
Maya Angelou once said, “People will forget what you said. They will forget what you did. But, people will never forget how you made them feel.” ” That point right there – people will never forget how you made them feel – is why we created this course.
Call Center Weekly
MARCH 4, 2019
Errol Allen ? Errol Allen is an operations consultant and customer service expert. Using his 25 + years of corporate experience with companies such as ADT, The Houston Post, TCI Cablevision and GEICO, Errol assists his clients in developing a customer focused environment via documenting processes, creating task manuals, identifying key performance indicators and providing customer service training. He is the author of “Keys to Delivering Amazing Customer Service”. Connect LinkedIn | Twitter ? ?.
Beyond Philosophy
MARCH 7, 2019
I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. Those that do often don’t think about how they will use the information they measure. The classic phrase, “If you can’t measure it, you can’t manage it” applies.
Advertiser: Interactions LLC
As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.
ProProfs Blog
MARCH 6, 2019
Gone are the days when companies considered integrating live chat to their websites. Today, they are aware of its influence and impact on customers. It is no longer considered but needed to gain benefits like: Building delightful experience with proactive support approach.
TELUS International
MARCH 6, 2019
What makes a great chatbot? Here's a look at five shining examples of conversational bots
ShepHyken
MARCH 6, 2019
Winter travel can be stressful with the concern of weather-related delays and cancellations. On a recent trip that had a connecting flight, I was notified the night before that my first flight was going to be delayed, which made me worry about missing my connection.
Myra Golden Media
MARCH 18, 2019
I’m working from home today, enjoying having my college-daughter here for the week, and the freedom of my son’s clear high-school calendar during Spring Break. But, predictably, my teenagers are upstairs with eyes on screens, probably with unbrushed teeth. So, I’m in my home office. I’ve promised myself no more than two hours work. And then I’ll come up with something adventurous for us to do today.
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Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.
Contact Center Pipeline
MARCH 13, 2019
With consumers increasingly expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and repetitive customer service tasks.
Beyond Philosophy
MARCH 15, 2019
Customers Are Irrational! What Can We Do About It? Many times, when I talk about irrationality in customer behavior, people in the business-to-business (B2B) arena tune out. However, this is a mistake. All customers are irrational, whether they are making business decisions or consumer ones.
ProProfs Blog
MARCH 15, 2019
It’s been more than a year that you started your business. It’s doing well so far, but now you feel that it’s time to go online. You know that reaching your audience is important and taking your business online can help you do so in lesser time and investment.
TELUS International
MARCH 12, 2019
Discover top tips for hiring, training and engaging your customer service team in the digital age. Training
Advertisement
If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
ShepHyken
MARCH 19, 2019
Habits for Success. Fostering Good Customer Service Habits to Make Your Business Stand Out. Shep Hyken interviews Mark Copeman. They discuss his new book, Helpdesk Habits , which teaches employees how to turn good customer service practices into routine habits.
Customer Service Life
MARCH 6, 2019
This article was originally published on the FCR blog on February 7, 2019. Click here to read the original post. It’s official. I’ve completely caught the fly fishing bug — an unavoidable consequence given the abundance of fishable water here in Oregon.
Contact Center Pipeline
MARCH 7, 2019
Customer Experience (CX) as a term may have many definitions, but it is generally accepted that it is all about creating personalized, seamless, low-effort customer interactions. By its very nature, CX takes a holistic view.
Beyond Philosophy
MARCH 19, 2019
Today, people appreciate good Customer Experience, but not enough to talk about it a lot. What gets them talking to people about your brand is having a unique Customer Experience with moments of Innovative Service, or an Innovative Customer Experience.
Advertisement
A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
ProProfs Blog
MARCH 12, 2019
Imagine this: You own a clothing store that’s known for selling unique designs. Your customers love these designs and keep coming back for more.
Upstream Works
MARCH 21, 2019
When we speak of Customer Experience (CX) and strategies for improving it, we need to clearly define the inherent business value.
ShepHyken
MARCH 1, 2019
This week we feature an article by Wayne Elsey who writes about how businesses can improve the experiences of their customers with the use of artificial intelligence. Shep Hyken.
InTheChat
MARCH 8, 2019
Attitudes toward what constitutes good customer service are always changing, because they are rooted in a culture that is always changing. Today, companies find themselves having to think about how they present themselves in entirely new ways, because.
Advertisement
To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.
Contact Center Pipeline
MARCH 20, 2019
Consumers are increasingly turning to virtual assistants to save time and effort in their personal lives.
Beyond Philosophy
MARCH 22, 2019
How to Manage Uncertainty. My team is the Luton Town Football Club. I heard the manager say about the team that you have to control the controllable. I quite like that phrase and I believe it is the key to managing uncertainty in your business for your customers.
ProProfs Blog
MARCH 15, 2019
Identify and understand a customer’s drive and needs. It is an indispensable exercise that a business needs to do to ensure their long-term success. Most of the buyer’s decisions are influenced by their emotions.
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