Shep’s 2021 Top 10 Business Predictions


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.

International Contact Centre Operations Tips & Best Practices


Running a contact centre can be difficult, especially when your call centre operates in one geographic region while providing services to another.


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The Light At The End of The Tunnel: Reimagine Your Customer Experience

Beyond Philosophy

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.

Unexpected Lessons from the 2020 Contact Center

Contact Center Pipeline

About a year ago, I tried something that we would all agree now was a bit foolish: predict what the 2020 contact center would look like.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Planning for the call center hybrid workforce


In a recent CCNG event, I spoke about the trends that I’m seeing globally in call centres.



More Trending

How Character Development Compliments CX

CX Global Media

How character development compliments CX strategy is one of the most important aspects we review from numerous and diverse sets of perspectives at CX Global. Read more. The post How Character Development Compliments CX appeared first on Customer Experience Strategy and Tactics.

If we can see it, we can fix it: How vision is expanding the roles of customer service staff


There’s a new trend in customer service: the borders between technicians and agents are becoming blurred, with each one taking on aspects of the others’ traditional roles.

What is Customer Perception of Service?


Customer perception of service is a key component of customer perception. How well you service and support your customers will distinctly impact how your customers feel about your brand, product, or service. How to Improve Customer Perception of Your Brand.

Data security considerations for the future of remote work

TELUS International

As the world's biggest work from home revolution continues, it's time to take a long-term look at your data security measures. General


How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Top 50 Customer Success Influencers 2021


The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners.

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Guest Post: How to Effectively Monitor Customer Experience


This week we feature an article from Thomas Fordham, Co-Founder and Chief Operating Officer at TAP London. H e shares different strategies to help your business monitor and measure customer satisfaction.

Macros Are an Essential Contact Center Tool… if Used Correctly. Here’s How

Customer Service Life

This article was originally published on CustomerThink on November 10, 2020, and is being reposted with the permission of the editor. Click here to read the original post. Macros, canned response, scripts, templates…call them what you want.

Vital for 2021 – Digital Nudging Will Revolutionize Your CX

Beyond Philosophy

As we all interact more online than we ever have before, digital experiences are becoming an essential part of your CX. Like a physical experience, digital experiences should center around customers and focus on what they want so you can get what you want, customer-driven growth.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Legal and Regulatory Developments in 2020—and What to Expect in 2021

Contact Center Pipeline

Think about this. 2020 has (thankfully) come to an end, but the rapid and largely unrestrained spread of COVID-19 has upended our normal way of life and caused tremendous economic losses. On top of that, we just completed a bitterly contested presidential election.

Action Changes Things: Make it Happen in 2021


At the recent CCNG Fireside Live Chat held in December I had the opportunity to provide my reflection on 2020 and what I predict will happen in 2021 alongside two other industry colleagues, Poly and Avtex.

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What Does Management Want From You?

Steve DiGioia

Safety, security, and peace of mind. Nice calming words they are. They come with little worries and little stress. Every employee wants this. But what does management want from you?

312: Jim Loehr – Character Development in CX

CX Global Media

Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

The TechSee Delivery Team – Driving change through exceptional delivery


How cool would it be if you could just dial up a “smart” instant assistant to help you set up your latest “smart” doodad. It could save you the frustration of staring at your unboxed new toy and wondering what to do next. Yeah – well, been there, done that.

Virtual Hold Competitors: An Overview


This blog will give you a brief overview of all the virtual hold competitors. Virtual Hold is the name of VHT’s original virtual queuing software. Virtual Hold Technology is the grandad of virtual queuing and helped pioneer virtual queue management for the call center.

How to Leverage Chatbots for Streamlined Recruitment Efforts


Companies are always making careless faux pas. Perhaps the interview took place on a cloud phone system and the interviewer left an applicant waiting for 30 minutes. Or maybe an applicant just never heard back from a firm at all.

ChurnZero’s 10 Customer Success Leaders to Watch in 2021


Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

An Empowerment Lesson From the Ritz-Carlton


If you’ve been following my work, you know I’m a huge fan of the Ritz-Carlton. I was recently on a Zoom presentation with Horst Schulze , first president and co-founder of the Ritz-Carlton chain. When Horst speaks, I listen and take lots of notes.

Working Solutions Spurs Growth with Housatonic Partners’ Investment

Working Solutions

As a leader in on-demand customer service, Working Solutions today announced that Housatonic Partners, a well-respected, private equity firm, is investing in its future growth. Call Center Outsourcing

The Most Significant Things We Learned in 2020

Beyond Philosophy

We are looking at ringing in 2021 with pleasure. How about you? Chances are you are ready to call this year last year, too. Although this year has been anything but usual, we typically look back at this time of year to review what we have learned.

8×8 and Aryaka: Bringing the World Closer, Together

Contact Center Pipeline

Introducing your power team to enhance cloud communications and contact center performance across SD-WAN.

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Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.

5 Ways to Automate Contact Centers with AI in 2021

Upstream Works

AI has many valuable uses in the contact center, from providing data and channel options to reducing costs. One of the biggest drivers for AI is automation.

Landscaper Customer Service – Tip #23

Steve DiGioia

Each Monday, the landscaping company comes to cut my lawn. They come with 3 men. Sometimes I’m home and get a chance to see them work but many times I’m not – but I do see their great results. I like to call it “ landscaper customer service ”. Whether I’m home or not their service is the same.

311: Dennis Geelen – Customer-Centric Innovation

CX Global Media

Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was.