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.

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.

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.

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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Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

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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Customer Experience Commitment – 2016 Customer Centricity Research Findings


When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. The problem with my subject, is that very often, there is no right answer!

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!?


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.

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.

Countering Terror with a Service Heart {Infographic}

Michelli 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.

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.”

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.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

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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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.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

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?

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.

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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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?

Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

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.

5 Top Customer Service Articles For the Week of June 12, 2016


Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How Twitter’s Recent Changes Affect Customer Service by Dan Gingiss.

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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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.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

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.

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.”

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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