ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR HR Dive) Dissatisfied employees were more than 2.5 Consider the opening stats.

Customer Service 101

Customer Service Contact Center Customer Retention Poor Customer Service 101

ShepHyken

JANUARY 6, 2020

8 CX Design & Strategy Trends You Need To Know: Looking Back On The 2019 Contact Center by Matt Wujciak. My Comment: What’s your ROX (Return on experience)? 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.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

ShepHyken

AUGUST 24, 2020

To achieve this feat, it’s vital to account for your employee’s satisfaction, who deals with customers directly or indirectly. My Comment: If you want a good customer experience, then take a look at the inside of your business or organization at the employee experience. That’s where it starts.

Customer Service 83

Customer Service Contact Center Tips Chatbots 83

ShepHyken

NOVEMBER 23, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg.

Customer Service 82

Customer Service Net Promoter Score Airlines Contact Center 82

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. Follow on Twitter: @Hyken.

Net Promoter Score 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

ShepHyken

JANUARY 8, 2018

This particular article focuses on retail, but there is plenty of insight for B2B type businesses as well. Ensuring A Positive Employee Experience by Brian Berns. I like that this article emphasizes that companies that learn how to use AI-powered bots supported by human “escape hatches” will provide a better experience.

Customer Service 0

Customer Service Contact Center Retail Competitive Advantage 0

Comm100

JUNE 19, 2018

The ICMI Contact Center Expo which took place at the end of May was no different – with a strong keynote lineup and insightful sessions to attend, it was a fantastic event for anyone looking to top up their knowledge on everything CX. I think there’s a few things here that can be applied in any contact center.

Contact Center 101

Contact Center Entertainment eBook Culture 101