article thumbnail

The Human Touch in a Tech-Driven World

ShepHyken

How can AI be used to personalize and contextualize customer experiences in contact centers? When creating a positive customer experience, understanding the value of personalization and empathy is crucial. Many brands want to use AI to support their internal and external customers.

article thumbnail

CEO of the Moment

ShepHyken

In that moment, one person in the company represents everything about the company. That person was responsible for delivering the experience that represents the company. That person was responsible for delivering the experience that represents the company. Each employee has a huge amount of power.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Redefining the Contact Center with Jonathan Rosenberg

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies effectively balance customer self-service with personal interactions in high-stakes situations? How does AI contribute to transforming contact center agents into brand ambassadors?

article thumbnail

2015 Brand Ambassador Award Winners: Lessons in Customer Centricity

PeopleMetrics

PeopleMetrics is proud to recognize its fifth-annual Brand Ambassador Award Winners. Three Qualities of Brand Ambassadors. Brand Ambassadors are invaluable to customer-centric cultures, as they consistently deliver on customer expectations and expand the boundaries of quality service.

article thumbnail

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

article thumbnail

Guest Blog: Improve Company Culture By Listening to Your Employees

ShepHyken

Some ideas for fostering the line of communication for your employees are: Focus on personal awareness and understanding. Continually ask questions that allow them to express their unique strengths and their personal goals within the company. Don’t make the corporate brand and the personal brand compete.

article thumbnail

Learn from the Best: Tips on Being Customer Centric

PeopleMetrics

In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. ” Brittney also knows many of her clients on a personal level, and she rightfully believes that can contribute to the relationship. ” What You Can Learn (for Free) From Your Own Brand Ambassadors.

article thumbnail

The Health of the Contact Center: Are You Ready for 2019?

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.