Expert insights. Personalized for you.
If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. There’s just something about waiting for the cable guy to show up some time between noon and 6 p.m. MORE
The best intentions only get you so far and sometimes, your “best” is not good enough for your customer. They are upset, they are disappointed, and they deserve an apology. And here is where your “best” gets even worse. MORE
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. MORE
A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training. 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
New data from The Northridge Group provides a clear message to businesses. Today's consumers are shopping online more now than ever but find the overall service experience inadequate. MORE
Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. MORE
Prototyping Customer Experiences with Stories – CX Quick Tips on CX Global Media TV with Mike Wittenstein Prototyping Customer Experiences with Stories in 10-minutes or. Read more. The post Prototyping Customer Experiences with Stories appeared first on Customer Experience Strategy and Tactics. 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
Every year I write my customer service and customer experience (CX) predictions in my Forbes.com column. This year, I thought I would share a brief version of them with our Shepard Letter subscribers. So, here are my Top 10 Predictions for 2021: Customers continue to get smarter. 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
More customers are vulnerable today than ever before, in part due to the COVID-19 pandemic that has led to increase in health and financial crises. MORE
Those of us in the customer service industry focus much on procedures, ease of use, product availability, and the steps of service, to name a few, all in the hopes of providing our customers the best overall experience. MORE
Running a contact centre can be difficult, especially when your call centre operates in one geographic region while providing services to another. 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
Emotions rule your customers’ buying decisions. Sure, their rationality weighs in sometimes, too, but often, it’s the emotional side that drives customers to buy. MORE
Staying on top of new customer service trends can be exhausting. Plus, if you’re only getting news from your vendors, you might not be getting the full picture. Having a well-rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game. 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
As an independent customer experience expert on the SAS Collaborators Programme, I’m delighted to have my new blog “Why treating customers fairly should be a top priority” published on their EX2030 Blog Hub. MORE
We’re happy to report that Peter Lavers has been voted by the readers of the UK’s Customer Experience (CX) Magazine as one of the top 50 CX Professionals. You can read the full list of the top 100 CX professionals by clicking here. 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
I have to admit, I’ve never gotten the whole superhero thing. I know that superhero movies consistently do really well at the box office, so I suppose that’s enough of a reason to keep making them. But as far as being entertained by them, I’m not. MORE
Getting up close and personal with the founders of Techsee, Eitan and Amir . MORE
When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks. MORE
Image by Andrzej Rembowski from Pixabay. In a household with three elementary age boys, it may not come as a surprise that we’re inundated with Legos. In fact, I’m pretty sure I could build an addition onto my house just using Legos. MORE
Ready to level up your call center team this year? Improving agent performance can seem overwhelming at first, and you may find yourself wondering, “Where to start?” Don’t fret — these eight simple methods are all you need. MORE
Is customer service a cost center or a profit center? If you answered ‘cost center’, right now is the perfect time to challenge that assumption. Read on to learn four reasons why this is the case – and how to make the shift within your company. MORE
145 
Let's personalize your content