INDUSTRY INSIGHTS YOUR PEERS ARE READING
As a customer service leader, you want to make sure your audience is supported at all times. Customers should have access to the information they need–whether it’s from a member of your team or from a robust knowledge base. MORE
Do you remember that joyous feeling when the thing preventing you from having an easier life was removed? Can you remember what it feels like when the elephant that was sitting on your chest finally gets up? MORE
Peter Lavers contributes to a new e-book from Panviva: Build a Better Customer Experience – Tips from 10 CX Industry Experts! 10 leading influencers and innovators in the customer experience (CX) field have contributed to this great new e-book from Panviva, and I’m delighted to be one of them! . MORE
I’m not known for being quick on the uptake by those closest to me. A couple prime examples include long division and driving a stick-shift. MORE
There is an abundance of theory in behavioral economics which can seem overwhelming. How can Marketing and Customer experience teams start using it today. In this podcast we give you an overview of the big ideas. MORE
Ever crossed your mind what makes an e-commerce website successful? Is it the creative web design, catchy content or the role digital marketing played or even the combination of all these and various other factors? MORE
Some people claim that customer service is getting worse. I disagree. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies who teach us what good customer service should be. MORE
With a wide array of client engagements and an extensive background in telecom and IT industries, Customer Experience Expert Ben Motteram excels at measuring the customer experience. He also understands the risks and rewards communications providers face as they attempt to align resources with customer needs. Learn from the @CXpert’s customer undertakings and wisdom. Q1:… The post Ben Motteram on How to Measure Customer Experience: Advice from the Front Lines appeared first on AVOXI. Othe MORE
The words of ground, communicating that people use. This is how to construct and how to deliver it. Companies also know the exceptional communication translate CX. As because words and phrases are so powerful and it can guide. Behavior towards the customer is matters as negative or positive. MORE
You get the behavior you tolerate. So, if your employees aren’t friendly, helpful, and showing empathy, you have to ask yourself, Have I been tolerating poor performance? Are you having conversations with your people about unacceptable performance? Are you coaching and holding employees accountable? MORE
It's a new year and that means new opportunities! Put your call recording system to work for you. Here is a list of potential call recording reports to consider generating in your contact center to garner the customer intelligence you need. MORE
As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how customer service representatives are utilized, trained and even compensated. MORE
With Avaya ENGAGE quickly approaching, we decided to check in with ConvergeOne thought leaders— who will be presenting at 28 sessions during the event —to get a sense of what we can expect. These are the primary themes that emerged. Avaya Digital Transformation Cloud Customer Experience Security MORE
Telling your boss that you are burnt out seems like it might just be the end of your stable paycheck. Can you actually look your boss in the face and admit that you’ve been unable to keep up with the amount of work on your plate? MORE
Some wars seem to rage on forever. Whether you’re fighting the battle to stop eating that dessert you love that’s bad for you, or you continuously battle a war with contact center agent performance, it’s time for you to enjoy the sweet taste of victory. MORE
Here’s another great story we can learn from. This reminds us that having a good system with good people who understand how to take care of their customers is the backbone of a good service experience. My friend, Dr. Neil Baum, the world-renown urologist, was speaking in Las Vegas at the Wynn resort. MORE
Understanding Customers’ Mental Budgets. I won some money at a Casino recently, an unusual outcome for me. It wasn’t a huge amount, but it was a nice windfall. Did I spend it on something practical? Save it? Give it to charity? Not a chance. MORE
Live chat customer service has become an expectation to the modern customer—more than half of all customers prefer chatting with someone in real time via chat rather than picking up their phone. As a result, live chat is expected to grow by as much as 87% in the next 12-18 months. MORE
Supervisor training with Call Center Coach’s virtual boot camps can take on a variety of developmental areas. MORE
I am concerned. I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. MORE
The Culture of Caring. Creating an Unforgettable Customer Experience Every Time. Shep Hyken interviews Claire Boscq-Scott. They discuss the importance of a workplace culture of caring and how it can positively impact the customer experience. Shep’s Opening Monologue. MORE
This article was originally published on the FCR blog on December 10, 2018. Click here to read the original. Over the past year or so I’ve had many conversations about contact center quality assurance — some of which I’ve shared in past articles. MORE
Product reliability and quality have become near-commodities in our world. The challenge then, for a business, is to find another way to differentiate yourself. And one of the best ways to truly engage customers is to connect with them via superior customer service. Today, let’s look at a variety of companies whose have succeeded by […]. MORE
Like the pilings of the Brooklyn Bridge or the steel and concrete foundation of a building, organizations need to rest upon solid ground. That means a solid foundation and one that drives management practices, technology acquisitions, and customer relationships. MORE
Anyone who manages, or has managed, a school or community athletic program no doubt is already aware of Gopher Sport’s products and their reputation for exceptional customer service. MORE
One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience. The way YOU do that is, you go into discussions with your employees with a plan, and with confidence. MORE
For two years I’ve partnered with LinkedIn Learning to create courses to help employees be more assured and skilled in their ability to handle demanding customers. Here are some fun behind the scenes photos from last week’s visit to film two new training courses. MORE
A robust customer service strategy helps your brand increase its customer base and also keep its existing ones delighted. However, building an amazing strategy requires an organization to keep up with the changing customer service trends every year. MORE
The world of work is changing very quickly. Over the next few weeks, we’ll be examining some of the trends that are currently impacting the workforce, from hiring to the impacts of artificial intelligence. Every Thursday, we’ll be publishing a new article on a different workforce trend. MORE
Beyond Philosophy
JANUARY 2, 2019
I am concerned. I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening.
Call Center Coach
JANUARY 15, 2019
Some wars seem to rage on forever. Whether you’re fighting the battle to stop eating that dessert you love that’s bad for you, or you continuously battle a war with contact center agent performance, it’s time for you to enjoy the sweet taste of victory.
Contact Center Pipeline
JANUARY 3, 2019
As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how customer service representatives are utilized, trained and even compensated.
Myra Golden Media
JANUARY 1, 2019
You get the behavior you tolerate. So, if your employees aren’t friendly, helpful, and showing empathy, you have to ask yourself, Have I been tolerating poor performance? Are you having conversations with your people about unacceptable performance? Are you coaching and holding employees accountable?
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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
JANUARY 2, 2019
Here’s another great story we can learn from. This reminds us that having a good system with good people who understand how to take care of their customers is the backbone of a good service experience. My friend, Dr. Neil Baum, the world-renown urologist, was speaking in Las Vegas at the Wynn resort.
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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 Accelerator
JANUARY 7, 2019
I’m not known for being quick on the uptake by those closest to me. A couple prime examples include long division and driving a stick-shift.
GetFeedback
JANUARY 7, 2019
Live chat customer service has become an expectation to the modern customer—more than half of all customers prefer chatting with someone in real time via chat rather than picking up their phone. As a result, live chat is expected to grow by as much as 87% in the next 12-18 months.
Customer Service Life
JANUARY 15, 2019
Telling your boss that you are burnt out seems like it might just be the end of your stable paycheck. Can you actually look your boss in the face and admit that you’ve been unable to keep up with the amount of work on your plate?
OrecX
JANUARY 4, 2019
It's a new year and that means new opportunities! Put your call recording system to work for you. Here is a list of potential call recording reports to consider generating in your contact center to garner the customer intelligence you need.
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There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.
OctopusTech
JANUARY 2, 2019
Ever crossed your mind what makes an e-commerce website successful? Is it the creative web design, catchy content or the role digital marketing played or even the combination of all these and various other factors?
Beyond Philosophy
JANUARY 10, 2019
Understanding Customers’ Mental Budgets. I won some money at a Casino recently, an unusual outcome for me. It wasn’t a huge amount, but it was a nice windfall. Did I spend it on something practical? Save it? Give it to charity? Not a chance.
Call Center Coach
JANUARY 2, 2019
Do you remember that joyous feeling when the thing preventing you from having an easier life was removed? Can you remember what it feels like when the elephant that was sitting on your chest finally gets up?
Contact Center Pipeline
JANUARY 10, 2019
Like the pilings of the Brooklyn Bridge or the steel and concrete foundation of a building, organizations need to rest upon solid ground. That means a solid foundation and one that drives management practices, technology acquisitions, and customer relationships.
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.
Myra Golden Media
JANUARY 15, 2019
For two years I’ve partnered with LinkedIn Learning to create courses to help employees be more assured and skilled in their ability to handle demanding customers. Here are some fun behind the scenes photos from last week’s visit to film two new training courses.
ShepHyken
JANUARY 9, 2019
Some people claim that customer service is getting worse. I disagree. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies who teach us what good customer service should be.
Branch Mesenger
JANUARY 10, 2019
The world of work is changing very quickly. Over the next few weeks, we’ll be examining some of the trends that are currently impacting the workforce, from hiring to the impacts of artificial intelligence. Every Thursday, we’ll be publishing a new article on a different workforce trend.
Avoxi
JANUARY 10, 2019
With a wide array of client engagements and an extensive background in telecom and IT industries, Customer Experience Expert Ben Motteram excels at measuring the customer experience. He also understands the risks and rewards communications providers face as they attempt to align resources with customer needs. Learn from the @CXpert’s customer undertakings and wisdom. Q1:… The post Ben Motteram on How to Measure Customer Experience: Advice from the Front Lines appeared first on AVOXI. Othe
Speaker: Faith Adams, Analyst at Forrester
Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data
GetFeedback
JANUARY 14, 2019
As a customer service leader, you want to make sure your audience is supported at all times. Customers should have access to the information they need–whether it’s from a member of your team or from a robust knowledge base.
Customer Service Life
JANUARY 15, 2019
This article was originally published on the FCR blog on December 10, 2018. Click here to read the original. Over the past year or so I’ve had many conversations about contact center quality assurance — some of which I’ve shared in past articles.
Dialer 360
JANUARY 8, 2019
The words of ground, communicating that people use. This is how to construct and how to deliver it. Companies also know the exceptional communication translate CX. As because words and phrases are so powerful and it can guide. Behavior towards the customer is matters as negative or positive.
Nextiva
JANUARY 14, 2019
Product reliability and quality have become near-commodities in our world. The challenge then, for a business, is to find another way to differentiate yourself. And one of the best ways to truly engage customers is to connect with them via superior customer service. Today, let’s look at a variety of companies whose have succeeded by […].
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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.
Beyond Philosophy
JANUARY 5, 2019
There is an abundance of theory in behavioral economics which can seem overwhelming. How can Marketing and Customer experience teams start using it today. In this podcast we give you an overview of the big ideas.
Call Center Coach
JANUARY 8, 2019
Supervisor training with Call Center Coach’s virtual boot camps can take on a variety of developmental areas.
Contact Center Pipeline
JANUARY 15, 2019
Anyone who manages, or has managed, a school or community athletic program no doubt is already aware of Gopher Sport’s products and their reputation for exceptional customer service.
Myra Golden Media
JANUARY 15, 2019
One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience. The way YOU do that is, you go into discussions with your employees with a plan, and with confidence.
Speaker: Jere Matthews, VP, Operations at Rutter's
Join Intouch Insight and Rutter's on October 25 at 2pm EST to learn how one of America's favorite convenience stores delivers on their brand promise.
ShepHyken
JANUARY 8, 2019
The Culture of Caring. Creating an Unforgettable Customer Experience Every Time. Shep Hyken interviews Claire Boscq-Scott. They discuss the importance of a workplace culture of caring and how it can positively impact the customer experience. Shep’s Opening Monologue.
ProProfs Blog
JANUARY 10, 2019
A robust customer service strategy helps your brand increase its customer base and also keep its existing ones delighted. However, building an amazing strategy requires an organization to keep up with the changing customer service trends every year.
ConvergeOne
JANUARY 8, 2019
With Avaya ENGAGE quickly approaching, we decided to check in with ConvergeOne thought leaders— who will be presenting at 28 sessions during the event —to get a sense of what we can expect. These are the primary themes that emerged. Avaya Digital Transformation Cloud Customer Experience Security
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