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Childhood bullying gets a lot of attention these days, but bullying and other bad behavior can be just as destructive in the workplace as on the playground. Over the years, I’ve seen people with poor social and interpersonal skills unnecessarily make life miserable – not just for themselves, but for everyone else in the workplace. For managers and executives, poor relationships with employees and customers are one of the surest ways to undermine any efforts to create a positive customer experien
Common sense must always prevail – especially when it comes to customer service. That said, sometimes companies create strict rules and policies or have a “system” that makes it impossible for an employee to deliver the customer service the company actually wants them to deliver. Recently, I was sitting next to someone on an airplane who was on his way for a vacation on a cruise ship.
Top Call Center Conferences 2017: 49 Must-Attend Events to Learn the Latest Trends and Technologies for Boosting Call Center Performance Call centers remain the most important customer channel companies have; indeed, Forrester claims that 73% of consumers opt to call when they need service, and a study by Arizona State University finds that customers are 11 […].
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Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.
This original article was written by Steve DiGioia. Life is stressful. The societal pressures of work, providing for your family, body image, social media , etc. are bad enough; the last thing you need early in the morning is a grumpy ticket agent to start your day off on a miserable note. Here’s my story…. I haven’t taken the train into New York City, from my home in New Jersey, in roughly 10 years.
In any pursuit to transform customer experience, there is one important element to always consider: employee experience. CX transformation isn’t something that happens overnight or behind a closed-door discussion. Employing a customer-first focus means cross-company change at every level, including the individual employee level. Many organizations have embraced the philosophy that happy customers rely on […].
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In any pursuit to transform customer experience, there is one important element to always consider: employee experience. CX transformation isn’t something that happens overnight or behind a closed-door discussion. Employing a customer-first focus means cross-company change at every level, including the individual employee level. Many organizations have embraced the philosophy that happy customers rely on […].
Hotel giant Hilton recently dropped the H from its rewards program , replacing the linguistically puzzling Hilton HHonors with an easier to pronounce version, Hilton Honors. The change is more than cosmetic. The new rewards program will be the first in the industry to allow members to combine points and money for a hotel visit. Members can also combine points with friends or family members for free, or use points to buy things on Amazon.com.
Last week United Airlines had a computer outage that lasted two and a half hours and caused 200 flight delays and six cancellations. Keep in mind, this wasn’t a single unhappy customer complaining to a gate agent at the airport. This situation involved thousands of people who were inconvenienced. I would describe a two plus hour delayed flight as a Moment of Misery™.
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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.
Design standards are not top of mind for you as a customer support professional but they are critical to your customers’ experiences. Your customer wants quick, easy answers to their simple questions. CEB, the insight and technology company that investigates customer loyalty best practices, reported that 67% of customers prefer self-service over talking to your team.
More Than 75% of Macy’s Shoppers Preferred Amazon For the Holiday According to Prosper Insights’ January 2017 survey of more than 7,500 U.S. adults, more than three-quarters (76.7%) of Macy’s core shoppers have preferred to shop at Amazon during Q4 of 2016 (October, November and December). These results come one year after Macy’s CEO announced […].
On his first day on the job as U.S. Secretary of State, Rex Tillerson stood before a crowd of State Department employees and introduced himself. “Hi, I’m the new guy.”. The humble comment brought laughs because, until recently, Tillerson was CEO of ExxonMobil, one of the biggest companies in the world. But it also reflected something very true about Tillerson’s status: cabinet secretary or not, he was a brand new employee in unfamiliar territory.
Jeremy Watkin on How Listening to Your Customer Service Reps Can Give You a Competitive Advantage. Do you realize there is a hidden gem in your customer service department? Shep Hyken speaks with Jeremy Watkin to discuss the strategies you can use to mine that hidden gem, which can give your organization a competitive advantage. But first… Shep Hyken discusses the power of the customer satisfaction survey.
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.
How Marketers Can Leverage Big Data for Customer Experience Insights: 35 Marketing Experts and Customer Experience Pros Share Their Top Tips for Leveraging Big Data to Improve CX
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Working in customer support can leave you feeling like an unrecognized or unsung hero. Praise is often in short supply and there is a lack of awareness about areas of responsibility and how much work the support team does. Within a brief conversation the agent is expected to engage each customer, fix their problem and move on swiftly to help others.
Introducing CustomerGauge 4.0! Like a proud parent parading our child’s 1st place prize, we’re happy to brag about our newest release, which we began rolling-out yesterday. This new release involved 18 months of planning and engineering. During that time, we listened closely to hundreds of customers to understand how they used customer feedback and shared […].
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.
Some people love to tip and others do, but begrudgingly. However, it appears that nowadays everyone is expecting a tip even if they are just serving you at the checkout! When you see a tip jar by the cash register what do you think? To me, the tip jar says “I deserve a tip”. But it says quite a bit more, too, and none of it good about your Customer Experience.
This week on our Friends on Friday guest blog post my colleague, Ben Roberts, writes about the link between customer service and online reviews. A negative review, like any complaint, is an opportunity to show how good you are. The difference is that review sites take that opportunity public, which can be good; very good! – Shep Hyken. I’m a huge believer in the power of online reviews.
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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.
February may be short on days, but that doesn’t mean that we’re short on content! Our five most-read blog posts of the month touched on a variety of popular topics, including leadership, omnichannel, customer experience, workforce management, staffing and customer service. Inside View: Eileen Campbell, Horizon Utilities Highly effective leaders can create the type of […].
The automotive sector is facing massive changes in the next 10 years. How will this affect your customer management? Download the Automotive Change Infographic pdf . The post New Infographic: Challenges facing the Auto Industry appeared first on Think CX.
In our customer experience consultancy, we find there’s one thing that consistently prevents companies from adopting a more customer-centric approach. It’s not (as you might guess) cost! Instead, the problem is priorities, and specifically the priorities of people who make critical company decisions. You see, as people move up the chain of command, they get further and further removed from the average customer.
Just imagine if you were the Director of Sales for a private jet company. Would that be a dream job? Jordan Zabel deals with high-end customers who expect high-end customer service because he is the Director of Sales for Jet Linx , a private jet company that offers their services to corporate and private members. As you might imagine, anyone that can afford to fly in a private jet has very discerning taste. and often along with it, sky-high expectations.
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.
Expert Perspectives: Digital Insights from HfS Research Director. Today’s companies are challenged to meet everyday customer service pressures while also building for the future. They must provide optimized customer service across various digital channels while also using new tools to better understand customer demographics and preferences, to deliver more personalized service.
Technology is the great enabler but too often falls short in delivering promised results, leaving users and executives frustrated. Whether pursuing exciting new technology or refreshing existing systems, IT and the contact center need to work together to deliver better outcomes. Here are our top tips for optimizing new or existing technology to the benefit […].
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