VDS

SEPTEMBER 28, 2023

Transitioning your contact center to Genesys Cloud can be a daunting task, but with the right strategies, it can be a seamless process. In this article, we will provide you with a step-by-step guide on how to smoothly transition your contact center to Genesys Cloud without any disruptions. Why Migrate to Genesys Cloud?

Contact Center 52

Contact Center Roadmap Customer Satisfaction Communication 52

ShepHyken

SEPTEMBER 14, 2018

Rather than stretching your support staff thin trying to contact every single site user, you may want to segment your audience prior to accessing them. This strategy can help recover lost sales and boost your bottom line almost immediately. Engage with customers early and engage often. Be Proactive.

Blog 276

Blog E Commerce E-support Sales 276

InMoment XI

MARCH 20, 2024

In this blog we break down the key components which remain the driving force behind their banking revolution! The collaborative effort aimed to redefine their insight strategy by incorporating competitive benchmarking, relationship surveys, and touchpoint surveys to understand customer “moments of truth.”

Customer Centricity 260

Customer Centricity Net Promoter Score Banking 2010 260

ShepHyken

SEPTEMBER 15, 2017

The 2017 Warc Toolkit, produced in association with Deloitte Digital, reports that 58% of CMOs around the world predict within the next five years, AI will need to be a necessary part of marketing strategies in order for a brand to succeed. But, that data is necessary to guide strategy. Final Thoughts. appeared first on Shep Hyken.

Customer Engagement 194

Customer Engagement Blog Engagement Marketing 194

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Reading about the tools and techniques that other companies are using to provide excellent experiences helps inform your team and strategy on doing the same. Aggregated “toolkits” of paired blog posts, webinars, and ebooks.

Blog 80

Blog White Paper Customer Service Webinar 80

Call Experts

FEBRUARY 18, 2021

And, a contact center is instrumental in supporting your customers. . Contact center and call center partners are the best to support your customer journey, regardless of your business’s product or service. . Want to learn more about how a contact center can support your customer experience? Check out this blog. .

Contact Center 52

Contact Center Blog Call Center E-support 52

One Millimeter Mindset

APRIL 1, 2021

As your traveling companion, start with these 5 One Millimeter Mindset® blog posts to guide us forward, together. Choose 3 Focus Areas for Your Continuous Learning Strategy. Cross Functional Customer Retention Is Key To Strategy. Contact me here. Contact Babette here. Get started already. Image source: Adobe Stock.

Blog 83

Blog Leadership Travel Consulting 83

Call Experts

DECEMBER 29, 2022

Welcome to a roundup of our top-performing customer service blogs of 2022! Blogging is a powerful way to share ideas, trends, and strategies in your industry. The best blogs are not only informative but also fun to read. Call Experts Top 5 Customer Service Blogs of 2022 . Read more at this blog !

2022 52

2022 Blog Customer Service Contact Center 52

ShepHyken

APRIL 5, 2019

These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment. Initially, chatbots were little more than a method deployed to take some of the weight off contact centers and their agents. Chatbots are more than just automated FAQ answer generators.

Blog 115

Blog Customer Experience Contact Center Customer Journey 115

One Millimeter Mindset

OCTOBER 1, 2020

Even though you are juggling all sorts of personal and professional tasks and strategies as you move forward. Here are five of my most popular blog posts from third quarter 2020. Contact Babette here. The post Q3 One Millimeter Mindset™ Professional Development Blog Posts appeared first on Babette Ten Haken.

Blog 78

Blog 2020 Leadership Innovation 78

TechSee

JUNE 16, 2022

With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management. You can listen to Paul in this inspiring podcast , where he discusses the value of Lean Operations in a contact center environment and how it can significantly improve operational efficiencies.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

One Millimeter Mindset

NOVEMBER 24, 2020

Contact me at this link. I offer five of my recent blog posts which reflect client conversations I’ve had during the past 8 months. Retaining Clients leverages Innovative Customer Retention Strategies. Contact me at this link. Contact me here. Let’s move forward with a facilitated pandemic storytelling workshop.

Blog 95

Blog Workshop Leadership 2020 95

Comm100

FEBRUARY 6, 2023

One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. Personalized customer experience is a marketing strategy that helps you tailor and customize your communication with each customer. It requires that you know, understand, and remember who your customer is.

Financial 80

Financial 2023 Blog Customer Experience 80

ShepHyken

JUNE 28, 2019

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. The calls that do go through to the contact center agent are for more critical interactions — involving complexities, emotions or higher values. Fewer phone calls, but more complex conversations.

Contact Center 111

Contact Center Blog 2025 Banking 111

Comm100

JUNE 15, 2022

A customer experience program refers to the applied processes and methods that enable an overall customer experience management strategy. This can cover the initial points of contact, interactions, support, and feedback, as well as developing your brand to improve the overall perception of your business.

Blog 89

Blog Brands Customer Experience Net Promoter Score 89

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. In this post, Steve Nattress explains how you can build an effective knowledge strategy to underpin CX success. Published on: January 09, 2020.

2019 65

2019 Blog 2020 Leadership 65

ShepHyken

NOVEMBER 30, 2018

Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. Today’s thought leaders and customer contact professionals clearly understand the importance of delivering exceptional experiences. If not, it is time to make a change.

Blog 95

Blog Omnichannel Average Handle Time Contact Center 95

ShepHyken

FEBRUARY 8, 2019

However, I want to discuss one of the crucial elements that companies and their contact centers tend to ignore when aiming to provide good customer service experience and obtain high CSAT rating. When developing a survey strategy, aim to launch a regularly scheduled employee survey. That element is employee feedback.

Feedback 94

Feedback Blog Customer Experience Contact Center 94

Comm100

MAY 25, 2022

Ultimately, customer service and contact centers have not been immune to these changes. In this article, we’ll look at some of the new challenges that have emerged to impact contact centers. For contact centers, this means that outsourcing, IVRs, and seasonal hiring practices will have to change.

2022 52

2022 Blog Contact Center Customer Service 52

Advantage Communications

JANUARY 30, 2020

Advantage Communications , a top Canadian contact center that uses innovative new technologies to design superior customer experience strategies for its clients’ customers, has won an award for its “highly valuable” blog content.

Blog 59

Blog Communication Contact Center Innovation 59

One Millimeter Mindset

JULY 4, 2019

What is your current customer retention strategy value? Do you still depend on what worked Yesterday, and hope that strategy will keep you viable and sustainable Today and Tomorrow? I offer these five customer retention strategy value blog posts for your reading pleasure. Subscribe to my blog. Contact Babette here.

Customer Retention 59

Customer Retention Blog Workshop Download 59

TechSee

AUGUST 14, 2023

As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy. Follow on LinkedIn Brad Cleveland , Consultant, Keynote Speaker, Course Instructor Brad Cleveland is a global expert in customer strategy and managemen t.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

NICE inContact

MAY 21, 2019

When it comes to the buffet, I firmly believe that ‘strategy is everything’. What’s your strategy? In a way, self-service in the contact centre is kind of like a buffet: You need a strategy, or you might overeat or miss all the best dishes. Self-service options for the contact centre are far and many.

Virtual Agent 54

Virtual Agent Webinar Consumers 2019 54

One Millimeter Mindset

SEPTEMBER 27, 2018

These third quarter zinger blog posts focus on how “what we do” impacts the customers we serve. Instead, these third quarter zinger blog posts concentrate on the value of YOU. Here are 8 zinger blog posts to catalyze your professional innovation, workforce engagement and customer success during Q4. Contact me.

Blog 70

Blog Customer Retention B2C Workshop 70

ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. Therefore, it becomes necessary for organizations to define their USP and at the same time build strategies to. – Shep Hyken .

Blog 126

Blog Social Media Mobile Customer Service Innovation 126

ShepHyken

FEBRUARY 9, 2018

Integrating a brand advocacy strategy into your customer service training will allow you to receive support not only from customers but from your own employees too. Make eye contact and use people’s names. The post Guest Blog: Customer Service Training Ideas to Help Build Brand Advocacy appeared first on Shep Hyken.

Customer Service Training 152

Customer Service Training Brands Blog Customer Service 152

One Millimeter Mindset

DECEMBER 27, 2018

My top 2018 Customer Experience blog post started off being a reflection of a topic near and dear to my heart. First, read and re-read this blog post. Contact me at this link and let’s answer what perhaps is the biggest little nagging question you have about your professional development. Subscribe to my blog.

Presentation 59

Presentation 2018 Blog Customer Experience 59

ShepHyken

OCTOBER 20, 2017

Christopher Connolly is the vice president of solution strategy for Genesys , the global leader in omnichannel customer experience and contact center solutions. The post Guest Blog: Assistive AI for Real Work appeared first on Shep Hyken.

Blog 87

Blog Call Center Contact Center Omnichannel 87

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. The following post sums up a little bit in the details of what and how when it comes to customer experience strategies. Probably not!

Blog 114

Blog Customer Experience Net Promoter Score Competitive Advantage 114

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. What strategies have you deployed to maintain and nurture your culture with a mix of on-premises, remote, and/or hybrid employees?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

Cyara

FEBRUARY 22, 2024

Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. To begin, let’s think literally, taking the words at face value. CX Visibility Bad audio quality.

Contact Center 76

Contact Center Customer Satisfaction Loyalty Interaction 76

ShepHyken

APRIL 20, 2018

As you get started with your CX management strategy, it’s important to understand how online reviews play into this strategy. The sum of all these points of contact is the customer experience. The scope of CX isn’t limited to a single point of contact. Online Reviews and Customer Service.

Blog 81

Blog Customer Experience Hotels 2018 81

BlueOcean

MARCH 31, 2022

If you’ve been a reader of Blue Ocean’s blog for any length of time, you probably know we love sports and particularly baseball. Let’s look at what sports can teach us about consistency in achieving contact center service levels—and how to adapt to even the most unexpected outcomes. Practice Makes (Almost) Perfect. Let’s chat today.

Contact Center 296

Contact Center Sports Management Customer Care 296

ShepHyken

MARCH 9, 2018

It is no secret that customers are turning towards digital communication channels when contacting organizations. Businesses that already have a strong digital customer service strategy in place are steps ahead of the competition, however here’s how you can catch up in 2018.

2018 75

2018 Blog Customer Service 2017 75

ShepHyken

DECEMBER 20, 2019

This week we feature an article by Sabio who explains why developing a customer experience strategy is essential for your business to improve its bottom line. Developing a customer experience (CX) strategy for your business has never been more important. Every business can benefit. But where do you start?

Blog 83

Blog Customer Experience Roadmap Financial 83

BlueOcean

OCTOBER 4, 2023

If agents are frustrated, we can only imagine that the customers they’re speaking with are too. Finding Bilingual Support That Suits Your Customers Best We’re an onshore Canadian contact center outsourcer and pride ourselves on delivering sophisticated (bilingual) customer care through strategic partnership. It’s our thing.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

BlueOcean

MARCH 13, 2023

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. But with ChatGPT in the spotlight, we wanted to bring you a deeper dive into AI in the contact center.

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156