Expert insights. Personalized for you.
You made it. Your team made it. Another holiday season is behind you. MORE
Any business relies on its call center to handle customer communication, field inbound calls, execute market-friendly outbound strategies, and more. But how do you know everything is working as intended? It all starts with a call center quality assurance system. MORE
Every day you and your agents tackle the biggest problems your customers face. It can feel overwhelming to hear problem after problem. On top of this, you’re confronted with KPIs and metrics your team has to meet. MORE
This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). MORE
Recent studies show that more than 80% of global customers feel that businesses should adopt sustainable practices and that 37% of them cite environmental impact as the main factor they consider before making a purchase. MORE
With two-thirds of companies currently competing on customer experience (nearly double the 36% that reported competing on customer experience in 2010), it’s no surprise that organizations are targeting CX initiatives as top priorities in 2020. . But the development and execution of a successful CX strategy can present serious organizational challenges. Here are several tips to help your business maintain company-wide alignment and reap the benefits of CX transformation. Assemble the right team. MORE
About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. MORE
Each year, new trends emerge that contact center executives must pay attention to, and 2020 is no different. For that reason, we thought it would be helpful to share our views on seven trends we believe will impact centers this year and the foreseeable future. MORE
Peter Lavers has been named as a top blogger in the realm of Customer Service. The list has been created by Fonolo , who provide call-back solutions for contact centres. MORE
When you’re building a more successful outbound contact center, which KPIs are really worth your time when it comes to tracking? Which ones mean the difference in success and failure for your facility and which ones are just nitpicking for the sake of perfectionism? MORE
We just completed our fifth annual survey and had 275 participants chime in on their top three challenges and priorities. MORE
2020 holds massive potential for planning and achieving your CX goals! Because we have access to tremendous insight on what customers are looking for in service and brand experience in the coming year. MORE
In his second blog written as part of the SAS UK Collaborators programme reviewing the SAS / Futurum “Experience 2030” report , Peter Lavers digs deeper into the question regarding what will drive customer loyalty in the future (up to 2030). MORE
According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Think about that for a moment—that’s a staggeringly high number. If 50 people work in your contact center, that’s like saying only 6.5 of them actually care about what’s going on in your business. MORE
Proper call flows are the foundation of an efficient contact center. If calls are not properly routed to the appropriate agent or department, the entire system breaks down. MORE
Simple is Transformative in the Customer Experience. Revolutionizing Communication So It’s Personalized, Secure, and Effortless. Shep Hyken interviews Matt Gillin. They discuss the secrets of driving customer loyalty and a good customer experience (CX). MORE
Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. It took 12 emails to get a resolution. MORE
Satisfaction is practical. Delight is emotional. That is the big difference in the customer delight vs customer satisfaction divide. One achieves what was expected, the other delivers additional value. MORE
1 in 4 Will Lose Their Job in 2020. At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. While we find this prediction grim, we do not disagree. We believe that this reality has been on the horizon for some time now. MORE
No matter what industry or demographic you serve, if you’re managing a company of any size today, you’re doing business in a fast-paced, consumer marketplace, where people expect service that’s fast, efficient and available 24 hours a day, 365 days a week. MORE
The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. MORE
It’s hard to believe, but we’re quickly approaching the last weeks of 2019. As you look at your company’s wins and losses for the year, you may be thinking how you can expand. MORE
People are the secret to the success of any great customer service and support operation. Whether your team exclusively handles inbound calls or operates using Live Chat, the work and its challenges are the same all over the world. And the world over, call centers have busy periods. MORE
To blend or not to blend—that is the question for today’s call centers. Blended agent assignments have been a staple of the contact center since the advent of automated call distribution (ACD) systems. MORE
This week we feature an article by Bill Cates, author of Beyond Referrals , Radical Relevance , and the founder of The Cates Academy for Relationship Marketing. He shares an example of how one company was able to flourish during the Great Recession. MORE
In this One Win Book Review, we take a look at The Relationship Economy by John DiJulius. Check out the video below to hear Adam’s one win that you can take away from The Relationship Economy to improve your organization’s customer experience and customer service. MORE
One of our Shepard Letter subscribers, Tom Korff, wrote in with an important question: how should customer support agents handle callers who are threatening to harm themselves and/or others? This is a serious topic. MORE
January typically is a month to forecast trends, and we believe customer retention will be an important one. Of course, this isn't a new strategy. But we see increasingly more organisations move their focus from aggressive acquisition investments to retention management. MORE
by JD Fairweather. For many contact centers, the road to 2020 is strewn with unfulfilled New Year resolutions from the previous decade, abandoned optimization projects and discarded digital transformations pave the way. The good news is it’s not too late to course correct. MORE
CrazyCall
JANUARY 14, 2020
People are the secret to the success of any great customer service and support operation. Whether your team exclusively handles inbound calls or operates using Live Chat, the work and its challenges are the same all over the world. And the world over, call centers have busy periods.
Contact Center Pipeline
JANUARY 14, 2020
According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Think about that for a moment—that’s a staggeringly high number. If 50 people work in your contact center, that’s like saying only 6.5 of them actually care about what’s going on in your business.
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TechSee
JANUARY 14, 2020
The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020.
Transparent BPO
JANUARY 14, 2020
Each year, new trends emerge that contact center executives must pay attention to, and 2020 is no different. For that reason, we thought it would be helpful to share our views on seven trends we believe will impact centers this year and the foreseeable future.
Speaker: Vanilla Forums
Is your community program up to the standards of 2020? Save your seat for this webinar series, and don't miss your chance hear from five of Vanilla Forums' community experts as they respond to your pressing questions and dive into some of the biggest community trends identified for 2020!
inmoment
JANUARY 14, 2020
With two-thirds of companies currently competing on customer experience (nearly double the 36% that reported competing on customer experience in 2010), it’s no surprise that organizations are targeting CX initiatives as top priorities in 2020. . But the development and execution of a successful CX strategy can present serious organizational challenges. Here are several tips to help your business maintain company-wide alignment and reap the benefits of CX transformation. Assemble the right team.
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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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Monet Software
JANUARY 16, 2020
To blend or not to blend—that is the question for today’s call centers. Blended agent assignments have been a staple of the contact center since the advent of automated call distribution (ACD) systems.
TeleDirect
JANUARY 17, 2020
Any business relies on its call center to handle customer communication, field inbound calls, execute market-friendly outbound strategies, and more. But how do you know everything is working as intended? It all starts with a call center quality assurance system.
ChaseData
JANUARY 17, 2020
When you’re building a more successful outbound contact center, which KPIs are really worth your time when it comes to tracking? Which ones mean the difference in success and failure for your facility and which ones are just nitpicking for the sake of perfectionism?
NICE inContact
JANUARY 14, 2020
2020 holds massive potential for planning and achieving your CX goals! Because we have access to tremendous insight on what customers are looking for in service and brand experience in the coming year.
Advertiser: Skilljar
Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.
Upstream Works
JANUARY 16, 2020
This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI).
GetFeedback
JANUARY 12, 2020
About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”.
Totango
JANUARY 16, 2020
Satisfaction is practical. Delight is emotional. That is the big difference in the customer delight vs customer satisfaction divide. One achieves what was expected, the other delivers additional value.
CSM Magazine
JANUARY 16, 2020
Recent studies show that more than 80% of global customers feel that businesses should adopt sustainable practices and that 37% of them cite environmental impact as the main factor they consider before making a purchase.
Advertiser: Skilljar
A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.
Hello Customer
JANUARY 16, 2020
January typically is a month to forecast trends, and we believe customer retention will be an important one. Of course, this isn't a new strategy. But we see increasingly more organisations move their focus from aggressive acquisition investments to retention management.
NUSO
JANUARY 15, 2020
It’s hard to believe, but we’re quickly approaching the last weeks of 2019. As you look at your company’s wins and losses for the year, you may be thinking how you can expand.
Taylor Reach Group
JANUARY 17, 2020
by JD Fairweather. For many contact centers, the road to 2020 is strewn with unfulfilled New Year resolutions from the previous decade, abandoned optimization projects and discarded digital transformations pave the way. The good news is it’s not too late to course correct.
Toister Performance Solutions
JANUARY 16, 2020
Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. It took 12 emails to get a resolution.
Advertiser: Skilljar
As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.
Talkdesk
JANUARY 16, 2020
Proper call flows are the foundation of an efficient contact center. If calls are not properly routed to the appropriate agent or department, the entire system breaks down.
SharpenCX
JANUARY 14, 2020
Every day you and your agents tackle the biggest problems your customers face. It can feel overwhelming to hear problem after problem. On top of this, you’re confronted with KPIs and metrics your team has to meet.
ShepHyken
JANUARY 17, 2020
This week we feature an article by Bill Cates, author of Beyond Referrals , Radical Relevance , and the founder of The Cates Academy for Relationship Marketing. He shares an example of how one company was able to flourish during the Great Recession.
Beyond Philosophy
JANUARY 17, 2020
1 in 4 Will Lose Their Job in 2020. At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. While we find this prediction grim, we do not disagree. We believe that this reality has been on the horizon for some time now.
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Transform your contact center to build relationships with your customers that will last a lifetime.
Contact Center Pipeline
JANUARY 16, 2020
You made it. Your team made it. Another holiday season is behind you.
Peter Lavers
JANUARY 15, 2020
Peter Lavers has been named as a top blogger in the realm of Customer Service. The list has been created by Fonolo , who provide call-back solutions for contact centres.
ShepHyken
JANUARY 15, 2020
One of our Shepard Letter subscribers, Tom Korff, wrote in with an important question: how should customer support agents handle callers who are threatening to harm themselves and/or others? This is a serious topic.
Customers That Stick
JANUARY 16, 2020
In this One Win Book Review, we take a look at The Relationship Economy by John DiJulius. Check out the video below to hear Adam’s one win that you can take away from The Relationship Economy to improve your organization’s customer experience and customer service.
Advertisement
Learn 5 actions your organization can take right now to improve the customer experience.
Contact Center Pipeline
JANUARY 15, 2020
We just completed our fifth annual survey and had 275 participants chime in on their top three challenges and priorities.
Peter Lavers
JANUARY 13, 2020
In his second blog written as part of the SAS UK Collaborators programme reviewing the SAS / Futurum “Experience 2030” report , Peter Lavers digs deeper into the question regarding what will drive customer loyalty in the future (up to 2030).
ShepHyken
JANUARY 14, 2020
Simple is Transformative in the Customer Experience. Revolutionizing Communication So It’s Personalized, Secure, and Effortless. Shep Hyken interviews Matt Gillin. They discuss the secrets of driving customer loyalty and a good customer experience (CX).
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