ShepHyken

OCTOBER 1, 2023

And then there’s the second sentence: “According to a Harvard Business Review article, employee experience is the key driver of customer experience …” Then, don’t miss the fifth tip on how technology can waste a massive amount of your employees’ time. My Comment: Are you making changes in your contact center (or plan to)?

Article 65

Article Customer Service 2024 2023 65

ShepHyken

MARCH 5, 2018

This excellent article takes a deeper dive into the concept of satisfaction versus loyalty, including different ways to measure both. The Secret Lives Of Contact Center Agents by Sally Mellinger. We can learn a lot from good and bad service. The Six Cs of Loyalty Program Marketing by Rick Boubelik.

Article 81

Article 2018 Customer Service Loyalty Programs 81

Comm100

JUNE 13, 2018

Live chat provides businesses with valuable sales and customer service opportunities that aren’t possible through any other channel. During the holiday season, many contact centers experience high call volumes. This results in longer wait times and negatively impacts the customer experience.

E Commerce 53

E Commerce E-support Social Media Retail 53