Contact Center Customer Service Strategies Customer Service Training Employee Experience 
ShepHyken
OCTOBER 1, 2023
Total experience transformation: Five strategies for a seamless customer and employee experience by Ron Shamah (Fast Company) Employee and customer experiences have an inherent overlap—one does not exist without the other. My Comment: Are you making changes in your contact center (or plan to)?
ShepHyken
MARCH 18, 2019
Improving NPS for a Better Customer Experience by Kathy Doering. CustomerThink) Quality Assurance in the contact center is being used to improve NPS (Net Promoter Score) and overall customer experience. My Comment: It doesn’t hurt to be reminded of important trends in the customer service and CX world.
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ShepHyken
JANUARY 29, 2018
(Digital Journal) The company Conversocial is bridging the gap between the rapidly-shifting world of social and mobile channels and the world and needs of the large enterprise contact center. The aim is to modernize customer services. Great resource! Follow on Twitter: @Hyken.
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. Kate Leggett.
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. Kate Leggett.
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