Call Experts

FEBRUARY 17, 2022

If you want to make a change, consider hiring experts who can look at your entire process and implement award-winning contact center solutions. Then, commit to improving your customer experience by hiring customer experience experts. . This article will dive into how you can improve your customer service.

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CSM Magazine

NOVEMBER 2, 2023

Miami and Palo Alto, Foundever a global leader in the customer experience (CX) industry, has announced a new strategic partnership with Zenarate, the leading AI Simulation Training solution for customer-facing agents. The Zenarate AI Coach platform is purpose built to develop outstanding customer service and sales agents.

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Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base.

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Contact Center Tips Management Call Center 111

ShepHyken

JANUARY 29, 2021

They provide some tips and tricks to set your business up for success in the contact center. Daunting as it may appear, keeping your customers happy is an attainable goal — when you put your mind to it. Following best practices and applying hacks has proven fruitful for a lot of contact centers.

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Stella Connect

OCTOBER 14, 2021

Over my career, I have run and visited many contact centers. They are such a great source of information on the customer experience the organization is providing. Empathy is what makes a contact center experience fantastic, the kind that leads to good reviews, high Net Promoter Scores (NPS), and return business.

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Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series.

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Myra Golden

JUNE 2, 2016

The outcome of this web training event is customer service professionals who walk away understanding exactly how to create calm; how to find resolutions that balance the interests of the customer and the company; how to reduce escalations; and how to create a positive conversation. Sound familiar? Yeah, we know it does.

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Myra Golden

JUNE 2, 2016

The outcome of this web training event is customer service professionals who walk away understanding exactly how to create calm; how to find resolutions that balance the interests of the customer and the company; how to reduce escalations; and how to create a positive conversation. Sound familiar? Yeah, we know it does.

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ShepHyken

FEBRUARY 24, 2017

Whether it’s negative news of a natural disaster, a C-level scandal, a product recall, or a workplace tragedy, or a positive event like a product innovation, an upbeat earnings report, or an IPO, your contact center must be prepared for when there are dramatic increases in interactions across all communication channels. Agent Training.

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TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Jim Iyoob, Chief Customer Officer at Etech Global Services.

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Myra Golden

JANUARY 8, 2018

Custom website and branding. When your employees log in to their training, it feels like they are taking the training within your company because we give you a unique URL and upload your logo. Our training is interactive. Operations Manager, Shared Services Training & Development. Kristin Augusta | Sr.

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ShepHyken

JULY 19, 2021

who understands customer behavior. 12 Ways To Implement Successful Employee Training Initiatives by Forbes Human Resources Council. Forbes) Training is an essential, albeit costly, part of the onboarding process for new employees at any company. This excellent article is written by a Ph.D. Follow on Twitter: @Hyken.

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ShepHyken

APRIL 22, 2024

4 Tips for Championing Contact Center Innovation from an Award-Winning Customer Experience Leader by Jay Patel (CIO) The human experience is tied to the tangible results a company sees, such as increased customer loyalty, higher employee retention, and overall business performance. Connect with Shep on LinkedIn.

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ShepHyken

APRIL 26, 2021

9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Thank you MattsenKumar!).

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Lumoa

NOVEMBER 17, 2022

In This Article: Customer Experience in E-commerce Trend Predictions for 2023 Offering a Personalized Experience Improving Customer Relationships with AI Chatbot Customer Support Data Collection Customer Satisfaction Analysis Training Employees to Improve CX Providing Quality CX During Consumer Inflation Key Takeaways.

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Comm100

DECEMBER 12, 2017

Quality management means proactively improving the customer experience by researching the ‘why’ and ‘how’ of the customer journey. Here is a framework you can use to manage the quality of your customer experience. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

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ShepHyken

JANUARY 7, 2024

BONUS 6 Contact Center Automation Trends for 2024: Predictions from Cx Leaders by Madeline Jacobson (Tethr) Automation in the contact center isn’t new, but in 2024, we expect to see automated technologies taking on more routine processes and workflows than ever before. Connect with Shep on LinkedIn.

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Stella Connect

FEBRUARY 20, 2018

Contact center attrition is one of the biggest challenges brands face. The continuous cycle of hiring and onboarding new agents and ramping them up to full productivity can cost a customer service organization roughly $10,000-$15,000 per employee. Then there’s the impact on service quality. Agent Empowerment.

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Myra Golden

JULY 28, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Complaint Handling: Learn to handle problems in such a way that you completely restore customer confidence after a service mishap. Customer-facing employees in any industry.

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Vonage

NOVEMBER 10, 2016

Our customers notice our efforts, too. And, the benefits are apparent – we have been awarded customer service training and speaking contracts based on our fast responses to customers’ requests. Voice of the customer: What is a feedback loop and how can it help your brand?

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Customer Confidence Customer Service Contact Center Banking 274

ShepHyken

JULY 20, 2022

I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. . And if what makes you different is important to your customers, they will want to be a part of your world. . Follow on Twitter: @Hyken.

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Competitive Advantage Banking Fashion Contact Center 136

Kustomer

SEPTEMBER 4, 2023

Truly successful contact center agents require more guidance than just initial onboarding and training. If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past.

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ShepHyken

NOVEMBER 6, 2023

Key Contact Center Metrics You Should Be Tracking by Foundever (Foundever) There are myriad metrics and indicators that an organization can monitor to measure contact center performance. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

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ShepHyken

OCTOBER 23, 2023

Forward-thinking businesses have been leveraging conversational AI tools for years—not only to enhance the customer experience, but also to empower contact center agents with the resources they need to do so. My Comment: The future of the contact center is happening today! Connect with Shep on LinkedIn.

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Customer Service Contact Center Loyalty Tips 62

ShepHyken

OCTOBER 1, 2023

Dave Salisbury (Call Centre Helper) Here are 17 top tips for managing big changes well in the contact center. My Comment: Are you making changes in your contact center (or plan to)? Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

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ShepHyken

MARCH 18, 2020

On the contrary, the support call should go so well that you train your customers to want to call you when they have a problem—because they know they can count on you. It doesn’t matter whether your customer reaches out to a traditional contact center or to anyone else in the company. Follow on Twitter: @Hyken.

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Comm100

NOVEMBER 14, 2017

Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team. Jeremy Watkin – Bringing the right people and technology together to deliver AWESOME customer experiences.

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Resources Customer Service Customer Service Training Course 109

ShepHyken

JULY 26, 2021

I enjoyed this article, which features eight strategies that get your customers to come back. Five Contact Center Innovations That Are Reshaping Customer Service by Kendal Rodgers. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

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Customer Service Contact Center Customer Retention Poor Customer Service 101

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. Blue Ocean Contact Centers) Discover the three principles of brand loyalty after COVID-19 shifted our buying behaviors (and one interesting exception to the rule.).

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Customer Service Customer Retention Loyalty Retail 152

ShepHyken

OCTOBER 26, 2020

The State of the Contact Center in 2020 | Industry Report by Ben Ringshall. The State of the Contact Center in 2020 is a far cry from where we expected it to be this time last year. It includes insights from leaders in the customer service world as they comment on budgets, AI, outsourcing and much more.

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ShepHyken

APRIL 5, 2021

12 Customer Experience Stats Show Why Resolving Channel Silos Is Crucial Today by Medallia. My Comment: This final article for this week’s list is a bit technical, but if you are in the customer support and contact center world, it is an essential read. Start listening today! Follow on Twitter: @Hyken.

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Customer Service Self Service Contact Center Tips 121

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. Bill is a speaker, author and blogger who focuses on customer service for front-line employees and customer-centric leadership for managers.

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Case Study Customer Journeys Competitive Advantage Customer Centricity 96

CSM Magazine

MARCH 31, 2022

Voicebots also use machine learning techniques to improve their ability to recognize different phrases over time through repeated interactions with people who speak those phrases regularly; this is known as “training the voicebot.”. Once a voicebot has been trained, it can be used to provide information or assistance to users.

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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.

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Contact Center Entertainment eBook Culture 101

ShepHyken

MARCH 18, 2020

On the contrary, the support call should go so well that you train your customers to want to call you when they have a problem—because they know they can count on you. It doesn’t matter whether your customer reaches out to a traditional contact center or to anyone else in the company. Follow on Twitter: @Hyken.

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First Call Resolution Customer Service Training Customer Service Representative Contact Center 71

Myra Golden

JUNE 1, 2015

Myra Golden Seminars offers engaging, cutting-edge classroom and online customer service training based on the work of Myra Golden. Our flagship program is comprised of 50 online training modules with video, interactivity, downloadable handouts, and quizzes. Do-it-Yourself Training Kits for Corporate Trainers.

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Myra Golden

AUGUST 4, 2016

This special training will be held online – August 10, 2016 1:00pm ET – 2:00pm ET. A strategy discussed in this training is “Acknowledging customer Anger” See Myra discuss this tip below. This training is perfect for: Customer service professionals who deal with difficult customers on a daily basis.

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