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There’s a lot of hype around robotic processes and business process automation in the call center, but what technologies are truly driving digital transformation in customer service? The answer: integration platform as a service, otherwise known as iPaaS. Here’s what you need to know. Integration technologies are reaching a new era where virtually all business applications can seamlessly work together, creating an environment where call centers can easily initiate sophisticated multi-application
Employee engagement continues to top the lists of management challenges—and with good reason. It’s a complex issue that directly influences the business—positively or negatively—through staff retention, productivity, schedule adherence, workplace culture and morale, service delivery and customer experience. Contact centers have learned a lot about employee engagement in recent years, most significantly that the foundation […].
Customer service isn’t something you set and forget. It needs to be routinely updated to keep up with customer demands. An article by Ron Lambert says that this applies to contact centers as well, but many centers are holding themselves back from their true potential. For one thing, only half of the contact centers measure important metrics such as customer satisfaction, and even fewer measure customer experience and customer effort.
Many organizations have called to tell us that their Customer Experience initiatives are not performing like they did. The results that were once skyrocketing have plateaued. They are surprised by this turn of events, but we are not. As global Customer Experience consultants, we know that Customer Experience is less of a destination than a journey. Where you are going with Customer Experience (i.e., what customers want) could change and the work you do on the route (i.e., the way you deliver a C
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.
I just stayed at the Crowne Plaza in Lansing, Michigan. I’ve stayed at many Crowne Plazas in the past, and they are nice hotels, however, the experience at this one was quite unique. It was a personalized experience , and the way they went about it is an excellent lesson we all can learn from. First, the concept of personalization is to make the customer feel like the experience is somewhat unique to them.
In a world where customer experience is more important than ever, call centers must empower their agents to exceed customer expectations at every touch point.
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
In a world where customer experience is more important than ever, call centers must empower their agents to exceed customer expectations at every touch point.
My favorite story coming out of the FIFA World Cup thus far is how Japan, fresh off defeat to Belgium, left a wonderfully clean locker room and a "thank you" note. Full story here. How amazing is that? This picture of them bowing to their fans may give you goosebumps. Having recently visited Japan CX for myself, these wonderful moments come as no surprise at all.
We discuss the key principle of scarcity with guest Professor Kelly Goldsmith, Ph.D., Professor of Marketing at Vanderbuilt University. Kelly is a behavioral scientist who examines consumers’ responses to uncertainty and scarcity, uncovering and explaining seemingly paradoxical effects. The post Are You Making The Most Of Scarcity As A Marketing Strategy?
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. How to Deliver Terrible, Horrible, No Good, Very Bad Customer Experience by Deb Miller. (CMSWire) I ordered new products and services from my provider last month and in the bargain had to endure some terrible, horrible, no good, very bad customer experience.
Insurance companies face the dual challenge of competing in an extremely crowded marketplace, while being required to constantly up their game in order to meet ever-rising customer expectations for a shortened life cycle insurance claim. . A key factor in the successful operation of any insurance company is the efficient processing of customer claims, a process that is often measured by KPIs such as claim settlement cycle time, claims processed per claim employee and most importantly, cost per
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.
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For decades, the quality of products and services reigned king as the primary driver of customer loyalty and business growth. In today’s digitally driven experience economy, however, there is more competition, yet less differentiation than ever. Very few offerings are truly unique. Modern consumers look beyond just products, instead differentiating and making buying decisions based […].
Building A Winning Culture From Within. How to create a customer service culture that solves customers problems, increases revenue, and drives loyalty. Shep Hyken discusses frontline leadership, conflict resolution, and customer loyalty with Jim Rembach, the president of Call Center Coach. ? ?. Top Takeaways: There are six core reasons why frontline supervisors fail.
I love my job — both of them. By day, I am a publicist for an airline, and by night, I am an adjunct professor in a university’s mass communications department. I fell in love with public relations my sophomore year in college. I had no idea people made a “career” out of being puppet masters; but it was much more than that, as I would come to learn throughout my undergraduate years.
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.
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What is customer experience? Customer experience (CX) can be defined as the sum of the interactions between a customer and a business over the period of their relationship. A positive customer experience creates repeat and loyal customers. Companies that invest in building positive customer experience tend to achieve higher customer satisfaction rates, reduced customer churn and, in turn, improved business revenues.
This week we feature an article by Christa Heibel about how investing in a personalized customer experience can create life-long customers in the B2B space. – Shep Hyken. If you’ve been habituated to think that the customer experience (CX) is strictly for B2C (business serving customers) verticals, you’re not alone. Most businesses have traditionally focused on separating the customer experience from B2B (business serving other businesses) channels, or not giving it adequate attention because o
Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. Companies receive real time feedback in massive volumes, if they only start listening to their customers.
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.
At its core, Workforce Management (WFM) ensures your business’s understanding of its staffing needs—who’s doing what, what needs doing, how long does it take to do and how many employees are needed at any given time. Broadly speaking, you’re implementing WFM best practices if you’re staffed with the right number of people across each interval and consistently achieving defined goals.
Today’s contact centers must go deeper into the organizational labyrinth and transform to be considered a strategic asset. This transformation must be influenced by those responsible for running the operations as it is unlikely the executive level will be the initiator. In this installment of “Lost in the Labyrinth,” I discuss how business leaders need […].
I was honoured again this week to be invited to Wimbledon by IBM to experience this very special tournament that blends the very best of tradition and innovation. The All England Lawn Tennis & Croquet Club (AELTC) has partnered with IBM since 1990, and this long-term commitment to co-create the systems and information sharing platforms has led to an impressively seamless operation.
Choosing a phone system isn’t like shopping for jeans. If a phone system is awkwardly tight around your calves, you can’t just return it with the tag still on. You may be stuck wearing that ill-fitting phone system until your contract runs out. This is why your service level agreement is important. It’s an official document that clarifies what your provider is committed to delivering and what happens when they don’t.
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.
Customer relations are very important to all businesses. Building positive relationship with your customers can do wonders, because customers want to have a positive relationship with you, and if you're lucky they will actively work to maintain it Of course, businesses also put in considerable time and effort into making a relationship rewarding and enriching for both parties.
When you’re truly in sync with your customers, it shows. Communications are personalized and thoughtful. Customer support is frictionless. New products are consistently well received. And customers are happy to send new business your way. But that kind of synchronicity is pretty rare. Despite all the customer data and technology at our disposal, most companies don’t know their customers as well as they think they do.
Consumers are increasingly aware of and satisfied with AI-enabled experiences but expect the human presence. How consumers engage with businesses is evolving dramatically. Organizations are using this technology to achieve a range of business goals, such as: influencing sales, boosting operations, driving customer engagement, and generating insights.
Choosing a phone system isn’t like shopping for jeans. If a phone system is awkwardly tight around your calves, you can’t just return it with the tag still on. You may be stuck wearing that ill-fitting phone system until your contract runs out. This is why your service level agreement is important. It’s an official document that clarifies what your provider is committed to delivering and what happens when they don’t.
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
Front-facing employees are the lifeblood of a business. Being in the frontlines, they brave through the challenges that come with delivering great customer experience on a daily basis. According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. The job isn’t only about picking up the phone 24/7, it entails establishing customer relationships based on value and satisfaction.
Businesses worldwide are beginning to recognize the advantage of VoIP solutions. As they make the big switch, however, there’s another choice they have to make—whether to choose on-premise solutions or opt for hosted services? A hosted solution (i.e. Hosted VoIP) means a provider is responsible for maintaining the technology and the service. The system runs in the cloud and all the features are handled through the provider’s IP-PBX server.
It’s rare that retailers ever talk about or report statistics on repeat customers. Stats are publicized on store over store results, year-by-year. But, that’s it. If you google repeat business, a Bain & Co. study from 2000 pops-up. Yes, the most recent study appears to be 18 years old. That study found that increasing customer retention rates by 5% raises profits by 25 to 95%.
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