Stella Connect

JANUARY 4, 2022

And if you’re in a contact center performance management role, you’ve probably invested a lot of time and energy into your customer service training and customer service coaching programs. These are the top- and bottom-line benefits your coaching and training programs should deliver. This is for them, after all!

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

ShepHyken

JANUARY 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. My Comment: The 2018 customer service and experience predictions continue to roll in. Follow on Twitter: @Hyken.

Customer Service 0

Customer Service Retail Contact Center Competitive Advantage 0

Up Your Service

SEPTEMBER 22, 2018

Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”. Topics included disruptive technology, uberization of the workforce, data analytics, supply chains, employee culture, customer experience, and much more.

Trends 74

Trends Measurement Competitive Advantage Metrics 74

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. These are the top- and bottom-line benefits your coaching and training programs should deliver. I]f you care about customer experience. Don’t lecture; listen.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Call Experts

JANUARY 15, 2020

Ensuring personalized employee service experiences through the latest gadgets. Maintain high Employee Service Index. Adopt a consumer-centric model for employee experiences. . Improved employee productivity. Reduced turnover cost for employees. Impact of Customer Experience on Churn and Retention.

System 72

System Contact Center Call Center Customer Journeys 72

Beyond Philosophy

MAY 3, 2018

Fewer choices means providers require less attention to fostering a competitive advantage by providing an excellent, customer-centered experience. T-Mobile built a customer-centered experience by disrupting the telecom industry. How big is too big to care about Customer Experience? 30 April 2018. <

Wireless 113

Wireless Competitive Advantage Consulting Airlines 113

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training. Bruce Temkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147