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Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Today, we will examine whether this is a good idea or not. We discussed this topic of outsourcing on a recent podcast , where my co-host shared a story about his friend who ordered a trampoline.
As we turn the page to a new year, and in the spirit of new beginnings, I’d like to challenge managers and leaders to consider alternative approaches to drive innovation and business change. Change must bubble up from within an organization, not merely cascade down from above, because in the next two years we’ll witness […].
Back in 2018, I had the pleasure to interview some of the nicest people I have ever come across. I was amazed at how warm and welcoming they were and their willingness to embrace, support, and welcome me into their fold. To say the least, they’re all leaders in their respective fields of customer service, hospitality, social media, consulting, coaching, podcasting, and keynote speaking.
I’ve written about today’s topic before. The idea I’m about to share is really common sense. Even if you didn’t read my past articles or watch my videos about this, you still know and understand it. Yet, it’s worth bringing up again, as I have a new twist on it. In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered.
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
In a fast-paced industry like contact centers, it is important to hire quickly without sacrificing accuracy. I recently spoke with David Hadobas of CCNG to discuss this important topic. Our discussion centered around how an automated communication screening process empowers recruiters to focus their time on qualified talent, saving the recruiters hours—and often days—to screen for omnichannel bilingual talent.
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In a fast-paced industry like contact centers, it is important to hire quickly without sacrificing accuracy. I recently spoke with David Hadobas of CCNG to discuss this important topic. Our discussion centered around how an automated communication screening process empowers recruiters to focus their time on qualified talent, saving the recruiters hours—and often days—to screen for omnichannel bilingual talent.
It’s summer reading season. Today, I will share seven books that are an essential summer read for anyone in business. I hope that these books will make the same impact on you that they did on me. We shared these books on a recent podcast, chosen because we liked them a lot or, in some instances, because they changed our lives. While we can’t predict they will do the same for you with certainty, we feel that they will be helpful in the pursuit of your career goals for yourself and you
Agile thinking became the key to business survival during the COVID-19 crisis. Companies that could adapt quickly and creatively in the face of complex and unpredictable challenges proved that breaking with convention often can lead to a giant leap forward. It has been 20 years since a group of software industry thought leaders created the […].
Along with all the responsibilities of your job and the myriad of tasks you must do each day, I want to add a few more things to that list by asking you to use these 10 phrases that will make someone’s day better. Most everyone we come across has their own issues that lurk under their sometimes-false façade. They deal with anxiety and health issues that weigh heavily, financial and personal matters that keep them up at night, and a host of other problems that make their day more stressful
How do you say Yes to every customer request ? Is it possible? Is this customer service utopia? My friend Christine Trippi wrote a book titled Yes Is the Answer. And Cameron Mitchell, about whom I’ve written before, wrote a book with a similar title, Yes is the Answer. What is the Question ? Both of these authors have a hospitality background. Trippi is a world-class, award-winning hotel manager and Mitchell is a super-successful restauranteur.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
2020 and 2021 have been roller-coaster years for businesses, having to respond and pivot from one crisis after another. From a global pandemic and blocked Suez Canal, to natural disasters like the freeze in Texas, fires in California, and floods in Australia, to technical disasters like massive cyber-attacks and a global microchip shortage, businesses across all industries have been caught off-guard and unprepared.
Do you have an intentional growth plan for your employees that aligns with your company’s growth plan? Creating an employee growth plan is essential and can impact the company meeting their strategic goals. In a recent conversation with CCNG I explain the value as to why leaders take this strategic approach with their teams. When no employe growth plans exist, the company may find themselves in a position where they must bring in new talent and release some of their more tenured employees, losin
In a discussion that echoes the age-old chicken vs. egg conversation sentiment, we engaged in a debate. After meeting a fellow Customer Experience proponent on a new social media platform called Clubhouse, we invited author and speaker Stacy Sherman to debate. The topic: Is Customer Experience the new marketing, or is it an entity on its own? Sherman and I have a difference of opinion.
My 10-year-old son thinks I am so old, I roamed the earth alongside the dinosaurs! He is right in one way: I started in the contact center industry when things were very primitive. In fact, I began as an agent in the “Phone Age” (rhymes with “Stone Age”). Phone calls accounted for 99% of customer […].
Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
Call center management software makes it possible to optimize and improve a growing contact center. Here are tips that help you choose the best software for your own contact center.
One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement. When the customer uses the word always followed by something positive, you are creating a predictable experience, and even more important, you are operating in the zone of amazement. For example, your customers might say: “They are always so helpful.”.
In the medical technology field, manufacturers must provide medical device support for their products across a wide range of settings, including hospitals, urgent care centers, physicians’ offices, nursing homes, mobile units, and even individual homes. It’s therefore no surprise that the global medical device market size is approximately half a trillion U.S. dollars.
AI-assisted bots are reshaping customer digital engagements - and chatbots are leading the way. But customers today expect more than just a new interactive FAQ. They want the bot to know them, engage them and make decisions based on their specific customer history. My organization works with company’s contact centers to help them design and build effective digital engagements using the most acclaimed customer engagement application on the planet - Salesforce.
Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
Maybe it’s a towing service. Perhaps you use an interior designer. It could be that you needed to outsource your call center. Whatever the reason may be, you have outsourced part of your Customer Experience. There is an inherent risk involved, of course, if there are problems. After all, customers do not distinguish between the part of the experience you provide and the part your third-party does.
Many companies are “pretty much kind of OK-ish” at responding to customers’ questions or complaints in social media. They do respond to customers’ social posts, and they reply pretty quickly. Some companies are doing darn well at digital customer care. A few are good. A handful are excellent. But most companies can do better—a LOT […].
As customer expectations shift, more and more expect a seamless experience across channels. Organizations need to deliver omnichannel customer service.
This week we feature an article by Ehsan Memari, a blogger for SkyPrep. He writes about how using a learning management system (LMS) expedites employee skill development in your organization. We are in the middle of a skills gap crisis. According to a study from the Society for Human Resource Management , 83% of HR professionals noticed a decline in the quality of job applicants, with one-third citing a lack of technical abilities. .
With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Call center employees wear many hats! Agents are tasked with providing customer service, solving customer problems, and conducting research — all with a smile and a positive attitude. While call center agents rely on hard skills — or technical skills — to handle contact center technology, call center soft skills are just as critical for success.
With the pandemic finally starting to ease off, it is a good time to re-evaluate the industry best practice metrics for Contact Centers. Are they still appropriate for your particular line of business? In speaking with many executives over the years, they have questioned how these metric best practices evolved. You will need to understand your customer tolerances and the financial impact these metrics may have on your business.
I write about the behavioral sciences a lot. I advise on some first steps for you to implement strategies based on behavioral science findings. However, I haven’t written about what you should do to make sure it works. So, today I want to talk about ensuring that your implementations of the behavioral sciences works for your business and the five rules that will help you do that.
Be it a small or a big business, good brand perception is the common business goal. The ultimate verdict on any brand is given by its customers. Brand perception is a crucial indicator of how well your customers are able to connect with your brand: What are their feelings and emotions when they think of you? How familiar are they with your products or services?
Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.
Part of what makes Responsible AI difficult is the vast set of ideas, theories, and practices that it interacts with. The CallMiner Research Lab unpacks some of the many terms that define the space.
The End-to-End Customer Experience. Improving CX through Customer Workflows. Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow. They discuss how companies can create a great end-to-end customer experience and enhance productivity through process mapping. Top Takeaways: Customer service is traditionally focused on the engagement layer (how customers make requests) but not on customer operations (getting the job done).
The post-pandemic recovery has begun, and Pipeline readers appear to be looking ahead to what the future contact center operation will be. Will work-from-home (WFH) make a successful transition to a more permanent model? Having the right remote-work tools in place to support WFH agents is key. Our Sustainable WFH Contact Center series filled most […].
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