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Guest Post: Good Customer Service Is More Than Good PR

ShepHyken

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. Recently I checked into a wonderful hotel in Southern California for a conference. Patricia Fripp is an executive speech coach and sales presentation skills trainer.

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2017 Conference Recap: ICMI Contact Center Expo

CX Global Media

Justin Robbins share a preview and insight into the 2017 ICMI’s Contact Center Expo Conference. If a customer service manager can easily use a drop-down toolkit to write scripts and create chatbots there is a greater chance for it to perform better. Were you at the conference? What’s Hot at ICMI Contact Center Expo.

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What is your top customer service tip?

CX Global Media

Annette Franz : Annette is the founder and CEO of CX Journey Inc, a Certified Customer Experience Professional (CCXP), and an official member of the Forbes Coaches Council. She is a co-founder of the Customer Experience Professionals Association, an author and a speaker keynoting high profile conferences and corporate events.

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Guest Post: Good Customer Service Is More Than Good PR

ShepHyken

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. Recently I checked into a wonderful hotel in Southern California for a conference. Patricia Fripp is an executive speech coach and sales presentation skills trainer.

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Conversational Customer Service Scripts from Dunder Mifflin (+ Examples)

SharpenCX

Stiff scripts and robotic conversations don’t give your customers the warm fuzzies. Research shows making agents adhere to rigid customer service scripts is a leading source of customer frustration. . You might not be a paper company, but these four scripts from Kelly Kapoor are transferable across industries.

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Contact Centers Obsolete in 3 Years: Artificial Intelligence Wipes Out Industry

CX Global Media

Here is an edited transcript of our interview: Jim Rembach : This is Jim with Fast Leader Show and Call Center Coach and I’m with Justin Robbins at ICMI’s Expo. Jim we’ve come a long way from scripted service and just this mechanical approach to meeting our customers’ needs. That they’re not just droning or becoming robots.

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Recapping the 2017 ICMI Contact Center Conference

Customer Service Life

I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. I’ve attended a few of these conferences and this year’s lineup of keynote speakers was among the best. Chip Bell did a fantastic job of wrapping up the conference and inspiring us to deliver a customer experience that sparkles.