2020 Contact Center Customer Focused Customer Service Training 
ShepHyken
OCTOBER 26, 2020
Forrester) As B2B marketing leaders wrap up 2020 with a keen eye on customer satisfaction and revenue acceleration, they must start looking forward to make sure they are planning for the right strategic pivots and preparing to adopt and optimize new tactics. The State of the Contact Center in 2020 | Industry Report by Ben Ringshall.
ShepHyken
JANUARY 6, 2020
8 CX Design & Strategy Trends You Need To Know: Looking Back On The 2019 Contact Center by Matt Wujciak. This excellent article from the good people at CCW, who put on several amazing conferences for the customer support world cover eight strategies in the contact center. Follow on Twitter: @Hyken.
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ShepHyken
SEPTEMBER 14, 2020
(Achievers) vAbove all, Customer Service Week is an opportunity to stop and think about the interconnected well-being of all the people who make up your business: the ones who use your product or service and the ones who serve your customers and help make your organization run seamlessly. Follow on Twitter: @Hyken.
ShepHyken
SEPTEMBER 28, 2020
CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. MarketingWeek) At our exclusive roundtable featuring members of 2020’s CX50, the consensus was that taking care of employees has helped take care of customers in this time of crisis. What are CX leaders now focused on?
ShepHyken
AUGUST 24, 2020
Remember, what’s happening on the inside of an organization is felt on the outside by their customers. Top Eleven CX Contact Center Influencers You Need to Follow by Anna Tsymbalist. My Comment: I’m honored to be recognized as one of the top customer experience contact center influencers.
ShepHyken
MAY 25, 2020
How Contact Centers are Responding to the COVID-19 Crisis by Jason Sterns. My Comment: Contact centers need to understand their way of doing business has changed – in some cases dramatically – in the past two months. I was talking with an executive who runs 62 contact centers with 60,000 agents.
ShepHyken
MAY 4, 2020
But while reopening is the order of the day, re-marketing will be the order of 2020 as retailers try to transcend simple survival and get back on their feet. How To Flatten The Contact Center Curve, According To The Experts by Johnny Rosa. My Comment: The contact/support center was hit hard throughout the crisis.
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