ShepHyken

DECEMBER 16, 2024

Jet-Lagged but Inspired: Fresh Takes on AI and Customer Experience by Ian Jacobs (Opus Research) Despite the headlong rush enterprise and contact center leaders are in to automate seemingly every customer interaction, the low-hanging fruit for brands remains in augmenting the employees providing interaction assistance.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

CX Global Media

AUGUST 14, 2018

Being able to accelerate the path from successful contact center agent to supervisor success is a top priority in the contact center industry. Contact Center Agent to Supervisor Issues. Nowhere is this job change more evident than in the contact center. CLICK HERE for large image.

Contact Center 180

Contact Center Call Center Coaching Surveys 180

CX Global Media

AUGUST 7, 2018

Accelerating the skill development for contact center supervisors has for a long time been a want for senior leaders. We know that traditional approaches like multi-day workshops don’t build skills efficiently. INFOGRAPHIC – Accelerated Skill Development for Contact Center Supervisors. CLICK HERE for large image.

Contact Center 174

Contact Center Coaching Call Center Personalization 174

CCNG

SEPTEMBER 13, 2023

Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. Leaders model these behaviors and call out agents who exhibit these behaviors.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

Callminer

JUNE 12, 2018

Contact Center Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Contact Center 140

Contact Center Multichannel Analytics Cloud contact 140

CX Global Media

DECEMBER 28, 2017

At least it is as stated in CCW’s Executive Report Contact Center Priorities for 2018. As I mentioned, we are all aware that intent and execution are often times two separate elements in contact centers. Interpreting Contact Center Executive Priorities. Coaching is the #1 agent experience focus for 2018.

Contact Center 159

Contact Center Coaching Customer centricity Customer effort 159

Calabrio

APRIL 11, 2025

Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? To drive customer loyalty and sustain success, contact centers must keep up with customers consistently rising expectations. What is Contact Center Training?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

CSM Magazine

DECEMBER 6, 2024

Creating a productive and comfortable contact center is crucial for both employee wellbeing and business success. For contact center managers, the challenge lies in designing an environment that promotes employee satisfaction, reduces turnover , and enhances productivityall while improving customer interactions.

Contact Center 52

Contact Center Morale Management Personalization 52

Toister Performance Solutions

MARCH 29, 2025

This includes contact center agents, customer support representatives, retail associates, hospitality associates, and nonprofit employees. Jeff's workshop planning tool ( free download ). Contact LinkedIn Learning for pricing and subscription options if you don't already have access. The exercise files from the course.

Management 82

Management Education Coaching Best practices 82

Vistio

MARCH 24, 2025

Live virtual sessions and in-person workshops help reinforce key concepts, while on-demand training allows agents to revisit materials at their own pace. See how ServiceSim works in 90 seconds: The Right Tools Make the Difference Hybrid contact centers require training programs that are flexible, engaging, and scalable.

Contact Center 52

Contact Center Coaching Feedback Personalization 52

The Northridge Group

JULY 20, 2023

Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment. Imagine that you conduct an extensive analysis of contact center associate performance.

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

CX Global Media

OCTOBER 15, 2018

Most all contact center executives know they need to respond aggressively to the fact that we are in a state of massive transformation and disruption in the marketplace. The contact center has been targeted as a pivotal organizational component in this age of disruption that we live in. Supervisor Training Reset.

Contact Center 269

Contact Center Morale Call Center Metrics 269

Customer Service Life

DECEMBER 23, 2020

As I’ve spent time reflecting on Buddy, it’s clear to me that he worked in a contact center at some point in his life. This place reminds me of Santa’s Workshop. But it also seems like Buddy is talking about his last contact center job — possibly one with super high agent turnover. Don’t believe me? Let’s begin.

Contact Center 129

Contact Center Morale Metrics Accountability 129

ShepHyken

JULY 2, 2024

In addition to his leadership at one of the largest companies on the planet, he’s president of the advisory board of the contact center industry’s largest association. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Self service 243

Self service Technology Contact Center Customer Service 243

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. We know that traditional approaches like multi-day workshops don’t build skills efficiently. Playbook and Planner.

Contact Center 120

Contact Center CCNG Morale Coaching 120

Customer Service Life

DECEMBER 18, 2018

How would you implement self-care initiatives into your contact center? Creating a Workplace Culture of Self-Care Starts With You Workshop . In this interactive workshop, individuals will: Complete a self-discovery exercise. The workshop is done with the team in person at your office location. I got you, my friend!

Contact Center 105

Contact Center Personalization Coaching Customer Service 105

Callminer

JUNE 12, 2018

Customer Contact Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Multichannel 140

Multichannel Contact Center Analytics Cloud contact 140

ShepHyken

JANUARY 6, 2020

8 CX Design & Strategy Trends You Need To Know: Looking Back On The 2019 Contact Center by Matt Wujciak. This excellent article from the good people at CCW, who put on several amazing conferences for the customer support world cover eight strategies in the contact center. Here are my top five picks from last week.

Customer Service 200

Customer Service Journey mapping Contact Center Customer Experience 200

AWS Machine Learning

NOVEMBER 19, 2024

Workshops – In these hands-on learning opportunities, in 2 hours, you’ll be able to build a solution to a problem, and understand the inner workings of the resulting infrastructure and cross-service interaction. Builders’ sessions – These highly interactive 60-minute mini-workshops are conducted in small groups of fewer than 10 attendees.

APIs 82

APIs Enterprise Best practices Government 82

Aspect

MARCH 26, 2020

A large technology company was being inundated with inbound calls and needed an approach to “insulate their contact center.” ” They wanted to throttle the amount of calls that route to an agent in their call center. Inundated with Inbound Calls. Your success is our success.

At home agents 155

At home agents Contact Center Interactive Voice Response Call Center 155

ShepHyken

APRIL 22, 2024

4 Tips for Championing Contact Center Innovation from an Award-Winning Customer Experience Leader by Jay Patel (CIO) The human experience is tied to the tangible results a company sees, such as increased customer loyalty, higher employee retention, and overall business performance. Connect with Shep on LinkedIn.

Customer Service 220

Customer Service B2B B2C Advertising 220

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Contact Center Pipeline

APRIL 11, 2018

“I don’t understand how my organization can use speech analytics.” This is a statement often heard from those who have speech analytics just as often as from those who don’t.

Analytics 124

Analytics Call Center Contact Center Technology 124

Customer Service Life

NOVEMBER 5, 2018

Samantha (not her real name) sat across from me in our small contact center. Invite someone to come to your workplace to help open the doors, like a speaker, workshop facilitator or even a yoga or guided meditation expert. I’m not crying, you’re crying (at work). Photo cred: Ban.do. Ask for help.

Contact Center 110

Contact Center Feedback Customer Support Customer Service 110

Callminer

JUNE 24, 2019

CallMiner is excited to return to Customer Contact Week as a sponsor, exhibitor, and workshop host featuring expert insights and customer testimonials for leveraging interaction analytics in enterprise-level CX strategy! Master-class Level Workshop. in the Montego AF Room of the Mirage Event Center.

Wireless 140

Wireless Analytics Education Enterprise 140

HGS

MAY 27, 2015

The Contact Center Evolution: 5 Focus Areas to Move from Vanilla to Value. Contact centers have undergone significant transformation in the past few years, driven largely by the shift from voice to digital and omni-channel customer service. Contact Center. Posted by Matthew Vallance. Wed, 05/27/2015 - 14:41.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

ShepHyken

JANUARY 7, 2024

BONUS 6 Contact Center Automation Trends for 2024: Predictions from Cx Leaders by Madeline Jacobson (Tethr) Automation in the contact center isn’t new, but in 2024, we expect to see automated technologies taking on more routine processes and workflows than ever before. Connect with Shep on LinkedIn.

Customer Service 183

Customer Service Contact Center Customer centricity Banking 183

ShepHyken

SEPTEMBER 15, 2024

I’m honored to be included in this article that focuses on how to get your best scores and ratings in the customer support contact center. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

Customer Service 220

Customer Service Airlines Self service CRM 220

ShepHyken

MAY 19, 2024

No matter if the contact center is staffed in Mumbai, India or McRae, Georgia, the operator should be graded on how well they make the customer call comfortable…not more rushed or more robotic. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 220

Customer Service Government Banking Customer centricity 220

ShepHyken

NOVEMBER 6, 2023

Key Contact Center Metrics You Should Be Tracking by Foundever (Foundever) There are myriad metrics and indicators that an organization can monitor to measure contact center performance. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 183

Customer Service Self service Surveys Contact Center 183

CX Global Media

NOVEMBER 6, 2019

Thanks to Roger Lee of Gridspace for sharing his insight at Customer Contact Week. Roger is a long-time contact center industry veteran and a respected thought-leader. At the event he conducted a workshop about Speech Analytics and he graciously shared with me his observations about what occurred during that workshop.

Analytics 136

Analytics Contact Center Coaching Call Center 136

Cisco - Contact Center

JANUARY 10, 2023

A virtual or onsite workshop is a valuable way to explore top-of-mind use-cases, toolsets, and to get a solid understanding of what is available to get started and drive alignment and momentum across teams. Contact Center/Ap Development/Unified Communications Readiness.

Banking 133

Banking Enterprise Contact Center APIs 133

Vistio

NOVEMBER 12, 2024

According to recent statistics, over 70% of contact center agents report feeling high levels of stress on a daily basis, and this pressure can lead to burnout, increased turnover, and ultimately, lower CX scores. SUBSCRIBE FOR EMAIL UPDATES

Customer Service 52

Customer Service Average Handle Time First call resolution Contact Center 52

ShepHyken

OCTOBER 23, 2023

Forward-thinking businesses have been leveraging conversational AI tools for years—not only to enhance the customer experience, but also to empower contact center agents with the resources they need to do so. My Comment: The future of the contact center is happening today! Connect with Shep on LinkedIn.

Customer Service 174

Customer Service Construction Contact Center Scripts 174

Talkdesk

FEBRUARY 21, 2019

Years in the customer service industry as an agent, director and everything in between showed her how important wellness in contact centers is. Now, in addition to her position at NumberBarn, she hosts wellness workshops, where she tells busy professionals how and why they need to take better care of themselves. practice it.

Contact Center 73

Contact Center Coaching Customer Service Customer Experience 73

ShepHyken

OCTOBER 1, 2023

Dave Salisbury (Call Centre Helper) Here are 17 top tips for managing big changes well in the contact center. My Comment: Are you making changes in your contact center (or plan to)? Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 179

Customer Service Average Handle Time Contact Center Metrics 179

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. of podcasts worldwide.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207