Eptica

MARCH 11, 2022

Date: Friday, March 11, 2022 Author: Pauline Ashenden - Demand Generation Manager Overcoming the challenges to customer service quality. Author: Pauline Ashenden - Demand Generation Manager With interaction volumes rising, delivering a consistently high-quality response to every customer is an increasing challenge for contact centre teams.

Customer Service 126

Customer Service 2022 Blog Interaction 126

Experience Investigators by 360Connext

SEPTEMBER 19, 2023

Tune in to hear how a CX Charter can help change influence into authority. Resources Mentioned: CX Charter Guidebook CX Mission Statement Workbook CX Success Statement Workbook Join the Waitlist for the CXI® Flight School Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue?

Document 143

Document Customer Experience Customers Customer Centricity 143

Optimove

JANUARY 11, 2024

Renowned customer analytics expert and best-selling author of “Converted: The Data-Driven Way to Win Customers’ Hearts,” Neil Hoyne, will deliver the keynote address at Optimove Connect titled The Data-Driven Way to Win Customers’ Hearts.

Connections 80

Connections 2024 Customer Centricity Events 80

ShepHyken

OCTOBER 16, 2023

Break down internal barriers, whether they are human or digital, that hinder the success of customer experience initiatives. The metric that matters the most is the success and thriving of the customer’s business. ” About: Andrew Carothers, CCXP, is a senior customer experience leader, author and speaker.

Customer Experience 87

Customer Experience B2C Government B2B 87

Customer Bliss

APRIL 23, 2021

To become a successful professional, you need to be open to having new conversations, asking questions, and always being willing to learn more about the people around you. Bell needs no introduction in this industry; he’s authored numerous influential books and is a trusted speaker and consultant. My friend Chip R.

Customer Experience 273

Customer Experience Books Consulting Sports 273

ShepHyken

DECEMBER 25, 2023

Once you find success, it doesn’t mean you should stop. He is the author of two books, Multichannel Marketing: Metrics and Methods for On and Offline Success and Customer Experience Analytics. Never assume you know what your customer wants without looking at data.

Feedback 87

Feedback Customers Books Interaction 87

Eptica

MARCH 18, 2022

Date: Friday, March 18, 2022 Author: Pauline Ashenden - Demand Generation Manager Getting customer service right on Mother’s Day. How can companies ensure that they are ready for a successful Mother’s Day and can deal with any unforeseen problems? Published on: March 18, 2022.

Customer Service 122

Customer Service 2022 Presentation Customers 122

ShepHyken

DECEMBER 11, 2023

Encouraging and reinforcing customer-centric behavior and sharing success stories during team meetings can motivate and guide employees toward delivering outstanding customer service. He is the author of six bestselling books. Quotes: “It all starts with leadership. ” “Most loyalty programs are transactional.

Customer Centricity 82

Customer Centricity Culture Loyalty Programs Loyalty 82

ShepHyken

SEPTEMBER 4, 2023

First, the author cites plenty of stats and findings to support the importance of customer service and CX. Second, the author challenges the status quo with his take on why many people misinterpret the meaning of CX. Magazine) Customer retention is a crucial aspect of any successful business. they’re everywhere.

Article 67

Article Customer Service Hospitality Hotels 67

ShepHyken

MARCH 6, 2023

Quotes: “Customer success is putting the customer at the heart of all that you do.” ” About: Michelle MacCarthy is the Global Head of Customer Success at Unit4. She leads the company’s customer experience strategy transformation and customer success evolution. How do you define customer success?

Feedback 125

Feedback Contact Center Customer Centricity Customer Satisfaction 125

Doing CX Right

MARCH 2, 2024

Stacy Sherman and featured guest, Greg Mckeon, New York Times best selling author, explain how to make customer experiences effortless. Simplify work, align with needs, and validate assumptions for success. Listen to podcast now.

Customer Experience 52

Customer Experience Customers Customer Service 52

Eptica

NOVEMBER 18, 2022

Date: Friday, November 18, 2022 Author: Pauline Ashenden - Demand Generation Manager 10 top tips for a winning customer service knowledge management system. Published on: November 18, 2022. Our latest blog highlights ten important best practice tips to help you successfully implement knowledge management in your contact centre.

Customer Service 126

Customer Service Management 2022 Blog 126

Eptica

NOVEMBER 24, 2022

Date: Thursday, November 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Why contact centres are choosing the cloud for adding new functionality. Published on: November 24, 2022. Read the full article on our parent company Enghouse Interactive’s site here. Share this page on: Tweet.

2022 126

2022 Banking Blog Technology 126

ShepHyken

FEBRUARY 12, 2024

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. ” About: Venk Korla is the President and CEO of HGS Digital.

Contact Center 147

Contact Center 2024 Customer Service Representative Healthcare 147

Customer Bliss

JULY 1, 2020

Throughout these uncertain times of the pandemic, I’ve been fortunate to bring you conversations with incredible business leaders, authors, and experts through my podcast, The Chief Customer Officer Human Duct Tape Show , and through LinkedIn Live. Tom Peters, Author & Keynote Speaker.

Leadership 208

Leadership Chief Customer Officer Touchpoint Hotels 208

ShepHyken

DECEMBER 10, 2023

Before getting into the questions, the author shares some compelling stats and findings to pique your interest. In the end, the author wants you to focus on a single goal: happy customers. I’m not on board with everything this author writes about, but I appreciate the viewpoint. I’d add three more words: that come back!

Article 60

Article Customer Service 2023 Contact Center 60

Eptica

JANUARY 16, 2022

Date: Monday, January 17, 2022 Author: Pauline Ashenden - Demand Generation Manager How data analytics can enhance customer service. You might also be interested in these posts: 6 keys to success for outsourced customer service providers. Published on: January 17, 2022. Share this page on: Tweet.

Customer Service 127

Customer Service 2022 2021 Blog 127

SurveySensum

JULY 14, 2020

It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

2020 132

2020 Customer Experience Magazine Consulting 132

Eptica

JANUARY 24, 2022

Date: Monday, January 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Four key considerations for customer self-service success. Author: Pauline Ashenden - Demand Generation Manager The average customer today is more digital-savvy than ever and is happy to find answers to routine customer service questions themselves.

2022 125

2022 ROI Article Interaction 125

Eptica

OCTOBER 22, 2021

Date: Friday, October 22, 2021 Author: Pauline Ashenden - Demand Generation Manager The five customer service learnings we can all take from Amazon. Author: Pauline Ashenden - Demand Generation Manager Over the last 25 years Amazon has become the go-to benchmark for building a successful business. Published on: October 22, 2021.

Customer Service 103

Customer Service 2021 Blog Article 103

ShepHyken

JANUARY 29, 2024

He’s also co-author of the best-selling book, Smart Customers, Stupid Companies , and his latest, Experience Rules!, Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   which he wrote with Diane Magers.

Customer Experience 92

Customer Experience Customer Centricity Culture Leadership 92

Eptica

FEBRUARY 25, 2022

Date: Friday, February 25, 2022 Author: Pauline Ashenden - Demand Generation Manager How a unified agent desktop empowers your advisors and better engages customers. Four key considerations for customer self-service success. Published on: February 25, 2022. The three areas to focus on to empower your agents.

Engagement 125

Engagement 2022 Interaction Technology 125

Kate Nasser

JUNE 20, 2021

Prevent these often unacknowledged human trust breakers for success / happiness in business & life. Kate Nasser, The People Skills Coach™, Author, Leading Morale. The post Human Trust Breakers: Acknowledge & Prevent These #PeopleSkills appeared first on KateNasser.com.

Healthcare 138

Healthcare Engagement Leadership Customer Service 138

The DiJulius Group

APRIL 10, 2024

If you’ve ever felt like your work environment was stifling your potential, that’s the spark that ignited a revolution—one that John’s co-author, Dave Murray, and John explore in today’s episode of The Customer Service Revolution. We unravel the threads that bind employee happiness and business success.

Employee Experience 52

Employee Experience Article Customer Service Customers 52

ShepHyken

AUGUST 7, 2023

Balancing financial results with customer and employee objectives is essential for long-term success. Organizations can create a clear roadmap for success by aligning these objectives and holding themselves accountable for achieving results. Companies should prioritize customer delight and creating value for shareholders.

Roadmap 118

Roadmap Culture Innovation Communication 118

ShepHyken

MAY 24, 2021

There are many ways to let customers know you appreciate them, and this article covers most of them, along with some expert opinions from other successful business people. Add to that availability and value, and you have a formula for customer loyalty success. Curbside Pickup and BOPIS: What Makes for a Successful Customer Experience?

2021 152

2021 Article Customer Service Customer Retention 152

Eptica

JANUARY 31, 2022

Date: Monday, January 31, 2022 Author: Pauline Ashenden - Demand Generation Manager The three areas to focus on to empower your agents. Four key considerations for customer self-service success. Published on: January 31, 2022. Why so many contact centres are turning to Microsoft Teams (Video).

2022 111

2022 Culture Blog Article 111

Optimove

JANUARY 11, 2024

Renowned customer analytics expert and best-selling author of “Converted: The Data-Driven Way to Win Customers’ Hearts,” Neil Hoyne, will deliver the keynote address at Optimove Connect titled The Data-Driven Way to Win Customers’ Hearts.

Connections 52

Connections 2024 Customer Centricity Events 52

ShepHyken

JULY 17, 2023

The author and colleagues conducted a new study of thousands of employees and executives from around the world and across multiple industries. Tiffani Bova, the bestselling author of The Experience Mindset , shares five “factors” that drive an excellent employee experience. Why not try asking ChatGPT or Google Bard?

Article 62

Article 2023 Customer Service Retail 62

Eptica

JUNE 1, 2022

Date: Wednesday, June 1, 2022 Author: Pauline Ashenden - Demand Generation Manager How self-service is evolving and how to deploy it. Author: Pauline Ashenden - Demand Generation Manager 91% of contact centres now have some form of self-service in place for customers according to the ContactBabel Inner Circle Guide to AI-powered Self-Service.

2022 118

2022 Blog Article Interaction 118

Customer Bliss

AUGUST 30, 2021

Her mother and late father’s guidance were responsible for so much of who she would become, and of her success. They need a blend of high tech to enable high touch, as I discussed with a recent guest on my livestream , Deborah Westphal, author of a book on this subject entitled Convergence. This, Nooyi reflected, made sense.

Books 310

Books Hotels Travel Connections 310

ShepHyken

DECEMBER 6, 2022

Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. Once leaders have figured out the desired success, it is time to invest in training tools, like storytelling to facilitate real change in behavior toward customer-centricity.

Customer Centricity 120

Customer Centricity Culture Leadership Healthcare 120

ShepHyken

SEPTEMBER 4, 2023

Leaders should give authority to their teams, not just responsibility. ” About: Chris Mefford is the CEO of Culture Force and co-author of Leadership Is Overrated: How the Navy SEALs (and Successful Businesses) Create Self-Leading Teams That Win. Most of the time, people don’t leave because of the company.

Leadership 82

Leadership Culture Financial Retail 82

ShepHyken

FEBRUARY 14, 2023

We often look at market share as one of the success criteria. This goes beyond looking at a competitor, who may or may not be more successful, larger, or doing something different. If we’re losing market share to a competitor, we analyze why. Get more information on The Customer Focus ™ customer service training programs.

Customer Service Training 148

Customer Service Training Online Experience Customer Service Information 148

Eptica

SEPTEMBER 24, 2021

Date: Friday, September 24, 2021 Author: Pauline Ashenden - Demand Generation Manager Why we need to think of the contact centre as a revenue engine. Author: Pauline Ashenden - Demand Generation Manager In the old days, the contact centre was seen primarily as a cost centre. How to plan for customer service success at peak times.

2021 123

2021 Measurement Blog Article 123

Eptica

NOVEMBER 13, 2020

Date: Friday, November 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Delivering impactful results from your Voice of the Customer programme. Author: Pauline Ashenden - Demand Generation Manager Understanding changing customer needs is vital if companies are to increase engagement, satisfaction and long-term revenues.

2020 126

2020 Download Blog Interaction 126

Eptica

FEBRUARY 14, 2022

Date: Monday, February 14, 2022 Author: Pauline Ashenden - Demand Generation Manager 5 factors that are driving the need for better digital customer experience. Four key considerations for customer self-service success. Published on: February 14, 2022. The three areas to focus on to empower your agents.

Customer Experience 133

Customer Experience 2022 Blog Customers 133