Sat.Jun 11, 2016 - Fri.Jun 17, 2016

20 Customer Service Training Ideas and Activities for Busy Teams


Whether you’re planning a training course or using external courses, it’s important to take a break and have some fun in order to keep your team members engaged.

Are Your Bad Sleep Habits Ruining Your Contact Center Career?


Humor us for a moment and set down that mug of steaming coffee before you keep reading. You know as well as we do that no amount of caffeine will perk you up if you’re feeling sleep deprived.

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The Social Media Customer Service Opportunity

NICE inContact

Earlier this year I had an issue with an airline so, as many of us would do, I called them. I was greeted with an automated message telling me that the wait time is expected to be 90 minutes. Naturally, I did what many of my fellow millennials would do and took my issue to social media.

How to Scale a Support Team Around the Globe


If you contact Geckoboard for support, your request could be handled from Christchurch (New Zealand), Mumbai (India), London (England), Boston (US), Seattle (US) or Kilauea (Hawai’i, US).

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Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

USAA and Publix Top 2016 Temkin Customer Service Ratings

Experience Matters

USAA earned the highest score in the 2016 Temkin Customer Service Ratings for the fourth year in a row. These Ratings evaluate the customer service of 277 companies across 20 industries based on a study of 10,000 U.S. consumers (see.pdf with full list of companies). You can see all of the company data on the Temkin Ratings website. […]. 2016 Temkin Ratings Customer experience customer service

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Value-add leadership development for customer experience

Customer Bliss

CCO work is really challenging. I call my podcast The Human Duct Tape Show because that’s actually how I view CCO work — we’re the duct tape of organizations.

How to Scale a Support Team Around the Globe


This is a guest post from Luis Hernandez, VP of Customer Success at Geckoboard. If you contact Geckoboard for support, your request could be handled from Christchurch (New Zealand), Mumbai (India), London (England), Boston (US), Seattle (US) or Kilauea (Hawai’i, US).

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7 things you should know about Customer Intelligence Summit keynote speaker Jeanne Bliss

Vision Critical

If you work in customer experience (CX), you probably already know Jeanne Bliss. A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership.

So You Have No Customer Experience Budget… Now What!?

Experience Investigators by 360Connext

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. You may be among those who don’t have the resources necessary to improve the big picture, but you still have the power to improve customer […]. The post So You Have No Customer Experience Budget… Now What!? appeared first on Customer Experience Consulting.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

4 Steps to Meet 24/7 Customer Service Expectations on Social Media

Joe Rawlinson

Social media customers have increasingly demanding expectations. About 95 percent of millennials expect brands to have a Facebook presence, and over 80 percent expect brands to be on Twitter, HubSpot research found.

Are You Keeping Up with Customer Expectations?

Wired and Dangerous

Customers are different today! Their ever changing expectations have increased over 33% in the last 12 months! They have raised the bar on how they view customer experience.

Market researchers: You’re more valuable than you think

Vision Critical

Today, customers advise brands on where markets are going—not the other way around. According to a 2015 IBM CEO study , it’s “impossible to personalize products, services or experiences without a clear idea of customers’ core values and what’s happening in their lives.”

How Many of Your Customers Have Suggestions for Improving Customer Experience?


As a customer experience company, we field a lot of questions from prospects about customer feedback. In fact, it’s common for prospects to have a system for collecting feedback—from rudimentary snail-mail surveys to online survey platforms.

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Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Seven Ways to Properly Give a Gift to Your Customers


The After-Experience. Congratulations to my buddy John Ruhlin who has a new book that just came out, Giftology. In this book he covers the art of the appreciation gift. You may be familiar with his name if you’ve been following my work. I’ve covered some of his ideas in the past.

Countering Terror with a Service Heart

Michelli Experience

Yet again the world is rocked by a terrible and senseless mass shooting. In a community not far from me in Central Florida, innocent men and women entered a business not expecting to run out in horror, be carried out in pain, or not walk out at all. The media will spotlight the human suffering and try to understand the psychology of the shooter. Politicians will squabble about ways to mitigate future attacks and security experts will tell us how to make our businesses safer.

Are You a Human or a Robot?

CX Journey

Image courtesy of Spectrum Solutions Pondicherry What really happens to humans when they walk into their offices or places of employment? A couple weeks ago, I wrote a post about emotionally unavailable customers.

Building a Business Case for Customer Analytics


If you are in a product or service-oriented industry, it should come as no surprise that the way you engage with your customers means everything. How well you know them, whether you can provide personalized service, and if you can earn their trust and loyalty can all mean the difference between your customers spending their money with you or with your competitors. In a high stakes competition for customers, it’s important to ask yourself: Are you doing enough?

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Gladys Recommends The Successful Mistake

Who's Your Gladys?

Today’s video blog offers insight into those dreaded business mistakes you might make with customers or colleagues. It’s based on a great new book THE SUCCESSFUL MISTAKE: How 163 of The World’s Greatest Entrepreneurs Transform Failure & Adversity Into Success!

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Guest Blog: The Power of Training in Customer Service


This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing.

Three Questions To Ponder on Microsoft and LinkedIn

Esteban Kolsky

Hello, Your friendly neighboring analyst (who apparently never writes anything anymore). I had to dust off the cobwebs for this one… I had such a busy day with calls and messages and emails and such – I figured it was a good time to break the streak and write something. First off, won’t comment on the price… OK, maybe just one tiny one. One of the people who was in the team who setup the Yammer deal (the one that was done for $1.2 billion, ‘member?

Inside Customer Success: Moz


With more than 23,000 paying customers worldwide, Moz provides analytics software to track all of a website's SEO and inbound marketing efforts on one platform.

Customer Experience Management: A 3-Legged Stool

In today's business world we know that customer experience management has a huge impact on satisfaction levels, customer loyalty, and even profit. But there's more to it than just customer service - learn more about the 3 legs of CEM.

Retail’s Worst Nightmare – Virtual Reality!

Beyond Philosophy

Over the past few months, some retailers have been experimenting with virtual reality. With sales lagging, they‘re hoping that in-store virtual reality experiences will be the magic ingredient that lures shoppers back.

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Amazing Business Radio: John DiJulius


John DiJulius on Secret Service & The Customer Service Revolution. Shep Hyken speaks with John DiJulius, international consultant, best-selling business author and owner of the award winning John Robert’s Spa. John shares ideas from his latest book, “The Customer Service Revolution.”

The Anatomy of a Detractor

Have you ever had one of those experiences as a customer where you walk away swearing to never return? Where nothing about how you were treated or what you were provided seemed anywhere near acceptable? I think everyone can relate to an experience like that.

The 4Es to Cultivating Service Mindset

Up Your Service

We often hear leaders say, “We want our people to have a better service mindset.”. What is a mindset? Here is one example. People often describe other people as either ‘glass half full’ or ‘glass half empty’. What they are referring to is a mindset , a fundamental way to view the world.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Exposed: Lazy Employees Are Good For You!

Beyond Philosophy

We’ve all encountered these people in the workplace. The guy who wanders around joking with everyone but never seems to do any actual work. The woman who files her nails when she should be typing a report. The slacker who…well…nobody actually knows where the slacker is or what he’s doing!

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For Target And Lowe’s, What Happens In Retail Starts Online


8 Steps to a More Productive Live Chat Support on Your Website

Provide Support

8 steps to a more productive live chat support. If you are already offering live chat support service to your customers, you may have been thinking how to optimize your live chat procedures so that the tool brings the most benefits both to your company and your clients. This post is for you.