Contact Center Pipeline
MAY 6, 2021
Have you noticed how some companies never need to look too far to fill a position? Or, can easily retain talent and thrive in any economy—whether the markets are going up, down or sideways? I won’t mention any of them since you’ve probably listed a few, but what makes people want to get into these […].
Fonolo
MAY 4, 2021
Consumer expectation and channel preference have always dictated the direction of customer service and experience. The highly-coveted Millennial and Gen Z consumers expect and demand a certain quality of customer service across all channels. Many call center overseers are now realizing that they are technologically behind their more channel-savvy competitors.
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Russel Lolacher
MAY 4, 2021
Legacy is a funny thing. It’s a term used more and more in organizations when executives or senior management are in their mid- to late career. Their bosses will ask, or they’ll ask themselves,… “What do you want your legacy to be?” But what does that even mean? As Merriam-Webster Dictionary states it: leg·?a·?cy | ?
Beyond Philosophy
MAY 7, 2021
I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. We took on this topic in a recent podcast by offering tips and tricks that are either free or not an additional expense for a fictional restaurant we created.
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ShepHyken
MAY 5, 2021
In the customer service world, people have expectations. They want to be treated with dignity and respect. They expect that if they buy something, it will work and do what it is supposed to. If it doesn’t, they expect the company to stand behind its products and services. The effort a customer makes to get the problem resolved – hopefully, it’s minimal effort – is ideally rewarded with an acceptable and expected resolution.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Myra Golden Media
MAY 7, 2021
A participant in a workshop this week asked, “Should I tell the customer to have a good day after I’ve just given them bad news?” SMART question! While we want the customer to have a good day indeed, and we want to follow the company call framework, we need to be genuine. Watch my video learn how to genuinely give a fond farewell, even when you’ve given the customer terrible news.
TechSee
MAY 4, 2021
The Gig Economy – Work On-Demand. In recent years, the world has been trending toward a gig-based economic format. A gig refers to when an independent worker is hired, often through a digital marketplace, to work on a short-term project or task on-demand, such as freelancers, independent contractors, and temporary hires. These gigs are often created to meet consumer demand via the real-time delivery of services.
ShepHyken
MAY 3, 2021
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. (Retail Customer Experience) Sweetwater Sound Inc., an online retailer of music instruments and audio gear, is dedicated to investing in an “old s
Beyond Philosophy
MAY 1, 2021
This podcast is sponsored by Verint. Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands.
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Myra Golden Media
MAY 5, 2021
Learn more! The most comprehensive training for bringing down the temperature in interactions, redirecting conversations, and getting angry customers to back down. De-escalation Academy is the only training for customer service that not only shows your employees how to redirect verbal aggression and regain control of interactions – but how to get customers to accept their word as final. .
GetFeedback
MAY 5, 2021
New Salesforce integration for feedback from digital channels and new GetFeedback app for Salesforce.
ShepHyken
MAY 7, 2021
This week we feature an article by Saurav, a marketer and storyteller at Freshworks. He shares how brands can make their customers’ digital experiences more personalized. Have you recently taken your business online? Are you looking to make your digital customer experience more personalized? Know how live chat software could help you! . Live chat software is a messaging platform that allows customers to communicate with ser vice reps in real-time.
Bill Quiseng
MAY 2, 2021
Too often, businesses focus solely on the negative feedback from their customer surveys in CSI fashion, identifying the pain points and taking the steps to eliminate them. While this reactive analysis is critical, it is just as important to embrace a proactive approach, taking as much time examining the positive comments for clues in the experiences that customers raved about in their surveys.
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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.
Fonolo
MAY 6, 2021
The contact center industry boasts some of the most intelligent and innovative CX technologies out there. One of the most talked about in recent years is the Visual IVR, for its hugely positive impact on customer experience. If you haven’t encountered Visual IVR yet, it’s quickly becoming an essential tool for businesses who prioritize customer satisfaction and brand perception.
Contact Center Pipeline
MAY 5, 2021
A year after the onset of the COVID-19 pandemic, only 50% of organizations report they are well prepared to support customer engagement priorities moving forward, while more than four in five (82%) say the challenges of managing customer engagement will only increase in 2021. These stats and other key findings from our survey of more […].
ShepHyken
MAY 4, 2021
Customer Service in the Feedback Economy. How to Leverage Customer Feedback to Provide the Best Service. Shep Hyken interviews Colson Hillier, Chief Marketing Officer of Alorica. They discuss how to leverage customer feedback to improve customer service. Top Takeaways: Companies spend billions of dollars building their brands, retail stores, and products.
Peter Lavers
MAY 4, 2021
I am delighted to announce that I will be participating in the next Customer Attuned Online Panel Discussion. Our subject for discussion will be Customer Centricity. Our panel will discuss their companies’ own customer experience and customer management strategies, what customer centricity means in a B2B environment, the mutual benefits, and how it might help us reorient our businesses to the emerging post-pandemic customer landscape.
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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.
TELUS International
MAY 3, 2021
Discover five of the most common pitfalls brands encounter with data collection — and ways to successfully overcome them.
Contact Center Pipeline
MAY 4, 2021
Contact centers continue to dramatically change as we are forced to rethink and radically change how we do business. We cover many issues this month supporting these changes. As many organizations continue to support remote workers, you won’t want to miss our feature article on cybersecurity. With all of our changes, Kathleen explores why our […].
ShepHyken
MAY 7, 2021
This week we feature an article by Saurav, a marketer and storyteller at Freshworks. He shares how brands can make their customers’ digital experiences more personalized. Have you recently taken your business online? Are you looking to make your digital customer experience more personalized? Know how live chat software could help you! . Live chat software is a messaging platform that allows customers to communicate with ser vice reps in real-time.
Guru
MAY 6, 2021
Sure, you know that making changes at work can be difficult, but at your company, it seems like it’s nearly impossible. Plenty of great ideas come through the pipeline, but for whatever reason, the execution always seems to fall apart. Some changes get close to being done then end up fizzling out right towards the end. Others never seem to make it past the ideation stage.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
Totango
MAY 5, 2021
It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. A business’s relationship with its clientele is a foundational necessity, and just like any other relationship, if one side does not understand the other, the partnership is destined to fail. By measuring customer experience, companies can easily become more educated about customer behavior and opinions.
Inbenta
MAY 7, 2021
Most customers are willing to spend more with businesses that respond fast – but 62 % of companies don’t respond to customer service emails at all! It’s astonishing that so many organizations fail to realize the risks of ignoring their most valuable asset. While customers appreciate politeness, knowledge of the product, and the ability to resolve issues – a quick response is prized above all.
ShepHyken
MAY 3, 2021
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mott. (Retail Customer Experience) Sweetwater Sound Inc., an online retailer of music instruments and audio gear, is dedicated to investing in an “old sc
VirtualPBX
MAY 6, 2021
We know everyone is busy with work tasks this week and, well, every week, but perhaps you can take a few minutes this Mother’s Day to call your mom and set work aside. Most workplaces grant you a couple breaks throughout your day. In addition, if you’re on a VirtualPBX Unlimited Minutes Plan , then you have nothing to worry about with overages of any kind.
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Calabrio
MAY 3, 2021
Leadership has certainly had its challenges this past year—as face-to-face meetings have been replaced with virtual interactions and team camaraderie turned into sending emojis over chat. Albeit the hurdles, we’re proud to announce one of these leaders has been recognized by ICMI as a stand-out manager. David Flores from GreenPath Financial Wellness is named a finalist in the 2021 ICMI Global Contact Center Awards for Best Contact Center Manager.
Toister Performance Solutions
MAY 6, 2021
I recently went online to check the status of a delayed order. This should be an easy process in today's age. It wasn't. The company wasn't sharing any helpful information via it's ecommerce system. So I went looking for live help. The company's contact information was intentionally buried. I had to first navigate through an endless series of menus designed to deflect my question.
Hello Customer
MAY 6, 2021
More and more companies seem to get on the train of customer centricity, well sort of. Organizations understand the importance and urgency that customer centricity brings, but few companies get it right. During our last webinar , Steven Van Belleghem and our CEO Leslie Cottenjé discussed the matter of extreme customer centricity. The first of three sessions focused on people , in particular the importance of your customer service team.
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