Contact Center Pipeline

JANUARY 22, 2020

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020. I opened the session with a brief clip from […].

Contact Center 296

Contact Center Self service Interactive Voice Response Technology 296

Beyond Philosophy

JANUARY 12, 2015

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Behaviour Customer experience customer experience industry customer experience management employee engagement' Follow Colin Shaw on Twitter @ColinShaw_CX. The post Philosophies to Improve Your Customer Experience in 2015 appeared first on Beyond Philosophy.

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

Beyond Philosophy

FEBRUARY 2, 2015

“Music & How it Impacts Your Brain, Emotions.” Psychcentral.com. 16 December 2014. < < [link]. Title: The post Music: A Marketing Tool appeared first on Beyond Philosophy.

Marketing 416

Marketing Customer emotions Consulting Consulting 416

Contact Center Pipeline

JANUARY 29, 2020

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name Customer Contact Strategies CEO/Founder Michele Rowan When founded 2009 Describe your company We help companies design/expand their work-at-home programs for contact centers via custom consulting, public workshops and conferences. What is your background in the industry?

Contact Center 288

Contact Center Consulting Consulting Call Center 288

Beyond Philosophy

NOVEMBER 11, 2014

With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

MARCH 12, 2015

Follow Colin Shaw on Twitter @ColinShaw_CX. The post Are you Irrational: 7 Questions to See If You Are Irrational? appeared first on Beyond Philosophy.

Customer emotions 417

Customer emotions Journey mapping Customer centricity Customer retention 417

CX Global Media

FEBRUARY 26, 2019

The Contact Center Virtual Summit is a 3-week contact center event and the world’s largest virtual contact center conference. CALL FOR SPEAKERS – The world’s largest virtual contact center conference. I look forward to partnering with you to deliver a positive impact to the world. Please Share. – Click to Tweet.

Contact Center 56

Contact Center Coaching Employee engagement Call Center 56

Beyond Philosophy

NOVEMBER 6, 2014

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

ShepHyken

SEPTEMBER 19, 2023

When I’m in town – not out speaking at conferences – I lace up the skates several times a week to play in a friendly hockey game. One of the more enjoyable activities in my life is playing hockey.

Customer Service 373

Customer Service Coaching Customer Experience Management 373

Beyond Philosophy

NOVEMBER 8, 2018

I was a keynote speaker there for a Customer Experience conference. Rami Sweis, the CEO of GolfCX invited me to speak at the conference. I went to Bahrain for the first time recently. I was fascinated by the country. There is a lot of Customer Experience activity happening there.

Customer centricity 385

Customer centricity Transportation Consulting Consulting 385

ShepHyken

JULY 20, 2022

This was my big takeaway as I listened to supermodel, talk show host, producer, writer, actress, and entrepreneur Tyra Banks share her life story at CCW (Contact Center Week), the industry’s largest conference and trade show of its kind. Early in her successful modeling career, someone advised her to try to fit in.

Banking 374

Banking Contact Center Customer Service Customer Experience 374

ShepHyken

SEPTEMBER 2, 2019

The #1 Guide To Customer Experience Conferences in 2020 by Krishna Charan. Feshdesk) To help you figure out which events to attend, we have curated a region-wise list of top customer experience conferences around the world. My Comment: Every wonder what customer service and customer experience conferences to attend.

Customer Service 232

Customer Service Customer Experience Surveys Customer Support 232

ShepHyken

OCTOBER 1, 2019

The Calabrio Customer Connect (C3) conference takes place on October 13-16, 2019 in San Antonio. Give your customers the ability to connect with you the way they want to, not the way you want them to.

Self service 55

Self service Contact Center contact center solutions Analytics 55

Beyond Philosophy

NOVEMBER 10, 2014

. < [link] > “The ‘moment of truth’ in customer service.” www.mckinsey.com. February 2006. 26 August 2014. The Value of Customer Experience, Quantified.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

MARCH 10, 2015

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX. The post 6 Steps to a Great Apology appeared first on Beyond Philosophy.

Customer retention 355

Customer retention Employee engagement Consulting Consulting 355

Beyond Philosophy

JANUARY 28, 2015

Follow Colin Shaw on Twitter @ColinShaw_CX. The post My First 90 Days: The Secrets You Must Know About Your New Job appeared first on Beyond Philosophy.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

ShepHyken

JANUARY 24, 2018

If you’ve ever been to a hotel for a conference, they are the people who set up the audio/visual support, the staging, lighting, rigging, and more. Prior to the “departure meeting”, the director of event technologies is briefed on some of the highlights of the client’s conference, which are brought up during the discussion.

Feedback 270

Feedback Technology Personalization Customer Service 270

Cisco - Contact Center

SEPTEMBER 30, 2024

Why would I be at a cybersecurity conference? On the first night of BlackHat USA, I made conversation with a few friendly penetration testers who were perplexed when I told them I was a developer. …What was I hoping to get out of it? My general (and perhaps vague) response to them, and to others […]

79

79

ShepHyken

JULY 4, 2023

I was just at an industry conference focusing on AI (Artificial Intelligence). Someone commented, “AI is going to make us stupid.” Elaborating on that statement, the commenter’s reasoning was that it takes thinking and problem-solving out of the process.

Customer Service 344

Customer Service Customer Support Technology Personalization 344

ShepHyken

JUNE 5, 2019

You can’t talk about it in a conference room with your colleagues. We need to get inside the heads and hearts of our customers and step away from our company roles before we can truly understand what the customer is thinking about us. However you say it, there’s only one way to do it. You must become the customer.

Sales 335

Sales Customer Experience Personalization Customer Service 335

Enghouse Interactive

JULY 25, 2024

Discover the top contact center events and conferences in the USA for 2024. The events in the list are handpicked by Enghouse Interactive, a leading contact center solution provider, empowering businesses with cutting-edge technology for over 35 years.

Contact Center 83

Contact Center contact center solutions Technology 83

Enghouse Interactive

JULY 23, 2024

Discover the must-attend contact center conferences in Europe for 2024. Join industry leaders and pioneers to explore AI-driven customer engagement solutions and network with professionals at events like the CX Summit, CCW Europe, and more.

Contact Center 82

Contact Center 82

Beyond Philosophy

JUNE 4, 2020

Sutherland says that what used to kill video conferencing was that the least technological person determined the video conference’s quality. When I am speaking at conferences, I ask people to raise their hands if they think that business is going to get easier over the next ten years. Few hands go up.

Consulting 390

Consulting Consulting Advertising Analytics 390

ShepHyken

SEPTEMBER 11, 2019

I met Rodney at a conference where I was speaking about customer service. When I work with companies, I urge them to find what makes them unique and use it as a competitive advantage. It’s always a treat when I meet people who not only agree with my philosophies but take them a step further. That’s where Rodney Gaddis comes in.

Customer Service 332

Customer Service Management 332

ShepHyken

MAY 30, 2018

You may or may not know I’m hired to do keynote speeches at conferences around the world. One of the first questions I like to ask my client when they are interested in having me speak is, “Why do you want to hire a professional speaker for your conference?” Why do my clients want a speaker? Is it just the information? Absolutely not.

Transportation 251

Transportation Personalization Customer Experience Sales 251

Contact Center Pipeline

MARCH 3, 2020

Based on remote-work consulting and conferences with hundreds of clients, trends that we see in terms of mistakes and […]. Remote work in contact centers has evolved from an alternate staffing strategy to a core employee benefit.

Contact Center 226

Contact Center Consulting Consulting Call Center 226

Myra Golden Media

NOVEMBER 23, 2018

As part of the opening, a slide with portraits of all of the conference speakers was featured on the big screen. The slide with the conference speakers showed headshots of each speaker. There were five of us, and I was the only African American. Unapologetically I wear my hair big and out.

Customer Experience 256

Customer Experience 256

Myra Golden Media

JUNE 9, 2019

My son experienced Las Vegas with me last summer, and both kids joined me for a conference in the Dallas area a few months ago. When I spoke at a conference event in Dallas years ago, I had my daughter pass out handouts and collect door prize tickets. Engage your child, and they’ll get more out of the day.

Customer Experience 234

Customer Experience 234

ShepHyken

JUNE 19, 2019

I recently shared the stage with Jeff Nicholson, global head of CRM for Pegasystems, at the PegaWorld users conference in Las Vegas. Perhaps the biggest friction point of all with customers is making them wait and disrespecting their time. Our discussion was all about eliminating friction, especially in the customer support world.

Customer Service 333

Customer Service Self service CRM Customer Support 333

Beyond Philosophy

JUNE 15, 2023

Colin has spoken at hundreds of conferences, including some of the world’s largest brands. Talk to Colin about how he can speak ‘in person’ or ‘virtually’ at your conference. Plus, you have to give people something real to connect to, or you will miss an opportunity, or, worse, give your competition the chance to instead.

Banking 363

Banking Construction Accountability Advertising 363

ShepHyken

OCTOBER 11, 2019

Knowing that a major design conference was coming to San Francisco, the pair crafted a rudimentary website targeted to conference attendees and offered guests the opportunity to sleep on one of three air mattresses and enjoy uncooked pop tarts and orange juice.

Technology 264

Technology Customer Experience Personalization Engineering 264

ShepHyken

SEPTEMBER 19, 2018

We ask the audience members to confer with their colleagues to answer the following question: “What are the most common complaints that you hear?”. I don’t know why it’s still on the menu.”. Well, I don’t know why it’s still on the menu either! We do an exercise in our customer service workshops. Why are they common?

Customer Service 62

Customer Service Customer Care 62

Beyond Philosophy

JANUARY 4, 2024

One of the significant changes during COVID-19 was the lack of conferences. Some of you might celebrate that, but some of you, like me, recognize that conferences have a lot of value. Attending a conference to share projects and get feedback is an excellent way to help you navigate your career.

Customer centricity 243

Customer centricity Morale Finance Education 243

Beyond Philosophy

OCTOBER 4, 2019

Colin Shaw, global leader in Customer Experience and conference speaker, can inform and entertain your next conference audience. To learn more about booking Colin as your conference speaker, please click here. His interactive style and down-to-earth attitude engages audiences with humor and practical examples.

Marketing 62

Marketing Advertising Education Consulting 62

Beyond Philosophy

JUNE 13, 2024

Colin has spoken at hundreds of conferences, including some of the world’s largest brands. Talk to Colin about how he can speak ‘in person’ or ‘virtually’ at your conference. Remember, converting them from a bad to a good mood or capitalizing on a good mood again is good. Converting them from a good mood to a bad mood is not.

Customer Experience 293

Customer Experience Customer emotions Management Accountability 293