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More and more consumer interactions are going to online channels, making live-chat support the fastest-growing business segment for contact centers and business process outsourcing providers worldwide. MORE
The Gig Economy – Work On-Demand. In recent years, the world has been trending toward a gig-based economic format. MORE
Along with all the responsibilities of your job and the myriad of tasks you must do each day, I want to add a few more things to that list by asking you to use these 10 phrases that will make someone’s day better. MORE
Little successes added together make for large success down the road. Small successes add up. To put it in baseball terms, you don’t need to hit a home run every time it’s your turn at bat. MORE
Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. MORE
Call center employees wear many hats! Agents are tasked with providing customer service, solving customer problems, and conducting research — all with a smile and a positive attitude. MORE
Is your team dealing with increased irritability from customers? Do your people struggle to get angry customers to back down? If so, have your employees watch this video before they talk to their next angry customer. MORE
Social Customer Care Lessons for 2021 and Beyond – CX Quick Tips on CX Global Media TV with Russel Lolacher How is social customer care. Read more. The post What is Social Customer Care in 2021 [VIDEO] appeared first on Customer Experience Strategy and Tactics. MORE
The Mandalorian. The blockbuster hit on the Disney Channel. A keen and faithful observer can see many takeaways that relate to the way we offer service. I’ve already written about Bigfoot Customer Service and Landscaper Customer Service. MORE
Great customer service. That’s what our customers want and that’s what we wish to provide. But it’s difficult remembering all the different steps to take to provide it. Thankfully, many have developed useful acronyms to help. MORE
2020 was nothing short of challenging for businesses. When the COVID-19 pandemic hit in March, we all scrambled to adjust to the new state of the world. MORE
In a fast-paced industry like contact centers, it is important to hire quickly without sacrificing accuracy. I recently spoke with David Hadobas of CCNG to discuss this important topic. MORE
Peter Lavers recently took part in this webinar with Amanda Cromhout, CEO of South Africa’s leading loyalty programme experts, Truth. It was a wide-ranging discussion covering: How has the emerging discipline of “data science” helped companies’ loyalty programmes be more insight-led? MORE
I have always liked Starbucks. You can’t beat a venti pumpkin spice latte on a crisp morning. Then, my affinity for their green and white. Read more. MORE
Contact Center solutions have evolved significantly over the last two decades. Before 2005, the vast majority of contact center software was On-Premise based and highly fragmented. MORE
It is not often in life that you get the opportunity to reset things. However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. We have been through a shocking year of change. MORE
What do Facebook, a COVID19 prediction model, and Bronx Honda all have in common? All three were specifically referenced in a recent announcement by the Federal Trade Commission aimed to encourage “truth, fairness and equity” in the use of AI. MORE
It seems that most of the companies that customers love to do business with have something in common. They focus more on the customer than they do the sale. Sure, they want to make the sale, add more revenue and get higher ratings. What company doesn’t want that? MORE
Business relationships are a lot like customer relationships. They both involve buying decisions and loyalty—and emotions. However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). MORE
by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. MORE
Mark your Calendars for October 4 – 8, 2021, because we’re celebrating National Customer Service Week! This year’s theme is, Celebrating the Heart of Service. And I’m facilitating five online video sessions!!! MORE
It’s been almost a year since my last business trip. I’m excited as I’m writing this article because I’m about ready to take the first trip since the COVID-19 lockdown. I reflected on what I love about travel, and even some of what I don’t love. MORE
There are many different call center metrics used to measure activity and efficiency. Key Performance Indicators, or KPIs, can be tracked through integrated phone systems and call center cloud-based technology. MORE
Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. MORE
Read this blog to learn how the right tips and strategies can help your organization deliver positive, effective customer experience MORE
2020 and 2021 have been roller-coaster years for businesses, having to respond and pivot from one crisis after another. MORE
Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides MORE
One of my sisters is a flight attendant. Yesterday we talked about her enforcing mask requirements on her flights. MORE
As we turn the page to a new year, and in the spirit of new beginnings, I’d like to challenge managers and leaders to consider alternative approaches to drive innovation and business change. MORE
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