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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Contact Center Customer Service Self Service How To 98

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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Customer Service Contact Center Chief Customer Officer Call Center 251

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.

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Contact Center Social Media Guidelines Training 84

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Don’t lecture; listen.

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Customer Service Training Training Tips Customer Service 62

Integrity Solutions

FEBRUARY 15, 2019

The past few years have seen a dramatic increase in investments in AI, data analysis and other technologies designed to increase contact center efficiency. But in spite of all the technology that’s now available, the #1 factor contributing to whether or not your contact center achieves its objectives hasn’t changed.

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Contact Center Training Employee Engagement Technology 77

ShepHyken

DECEMBER 16, 2024

Jet-Lagged but Inspired: Fresh Takes on AI and Customer Experience by Ian Jacobs (Opus Research) Despite the headlong rush enterprise and contact center leaders are in to automate seemingly every customer interaction, the low-hanging fruit for brands remains in augmenting the employees providing interaction assistance.

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Loyalty Programs Customer Service Contact Center Loyalty 62

ShepHyken

NOVEMBER 25, 2024

This article covers profiling your customers, and the idea is that once you understand the customer, what to do with that information. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. You may think I am crazy. Connect with Shep on LinkedIn.

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Customer Service Contact Center Trends Analysis 70

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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Customer Service Loyalty Programs Social Media Contact Center 141

ShepHyken

JULY 19, 2021

My Comment: Employee training (especially customer service training ) is important and essential. Here are twelve experts from the Forbes Human Resources Council sharing some common mistakes employers make when embarking on a training initiative. It costs but becomes expensive when it’s not done properly.

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Customer Service Chief Customer Officer Contact Center Customer Service Training 152

ShepHyken

DECEMBER 22, 2024

Their editor, Megan Jones, interviews me about once every couple of months about various topics related to customer service and the contact center. One of the interviews, The Five Pillars of Customer Experience (CX) , made it to their Top Ten Articles for 2025 list. Connect with Shep on LinkedIn.

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Customer Service Self Service Social Media Contact Center 77

ShepHyken

DECEMBER 1, 2024

Stop Doing These Stupid Things to Your Customers by Megan Jones (Call Centre Helper) There are many cringeworthy mistakes contact centre teams make when trying to deliver a great customer experience – yet they become so ingrained in day-to-day working life that no one thinks to challenge them any more.

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Customer Journeys Customer Service Trends Social Media 77

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. Roy Atkinson – Senior Writer with a focus on customer service, training, and ITSM.

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Resources Customer Service Customer Service Training Course 160

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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Contact Center Culture Conference Call Center 59

ShepHyken

MARCH 30, 2025

My Comment: Our friends at Call Centre Helper have compiled another group of ideas from some of the more notable customer service and CX experts around the world. This time, the topic is using customer feedback to improve contact center agent performance. Connect with Shep on LinkedIn.

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Customer Service Loyalty Feedback Contact Center 70

ShepHyken

MARCH 24, 2025

My Comment: It was a surprise and an honor to see my book, The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience , listed in the recent Call Centre Helper list of top books for contact center leaders. Connect with Shep on LinkedIn.

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Customer Service Healthcare Loyalty Video 74

Myra Golden

APRIL 28, 2021

When we moved to Q & A, Sherry asked a question about training and supporting remote agents: Our contact center agents will work remotely for the foreseeable future. I’m concerned about training my agents and supporting them. The key to creating a successful remote agent is quality contact center training.

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Training Customer Service Contact Center How To 105

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. To help you get started, we’ve compiled a list of 29 customer service training and coaching tips.

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Customer Service Training Training Tips Customer Service 40

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 160

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 145

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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Contact Center Net Promoter Score Effort Score NPS 52

ShepHyken

SEPTEMBER 6, 2021

CX Best Practices: Learning from AWS Contact Center Day by Sébastien Stormacq. (No No Jitter) It’s taken years of trial and error to get Amazon customer experience to where it stands today — and now you can learn from our progress. Go to The Customer Focus to learn more about our customer service training programs.

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Customer Service Effort Score Net Promoter Score Contact Center 27

Comm100

MAY 10, 2018

Complaints can also help companies identify any outdated or erroneous information that is being made available to customers. By examining customer complaints, businesses can improve customer service training. Recommended for you: [eBook] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

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Customers eBook Policies Customer Service Training 229

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 124

Vonage

APRIL 25, 2017

To enjoy more customer service training and service culture articles, visit UpYourService.com. Related Posts There’s only one customer who matters: the one you’re serving now. Voice of the customer: What is a feedback loop and how can it help your brand?

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Customer Service Exceptional Customer Service Culture Contact Center 145

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 128

Lumoa

NOVEMBER 17, 2022

Artificial Intelligence (AI) is a fantastic way to reduce costs and optimize customer support without diminishing customer experience. Customer service agents can use their time more wisely while AI answers common customer questions. . CX trends to implement in 2023: Additional online customer support.

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e-support Customer Experience Social Media Chatbots 195

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.

Customer Service 93

Customer Service Contact Center Customer Centricity B2B 93

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 108

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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Training Customer Experience Customer Journeys How To 150

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 104

Myra Golden

JUNE 2, 2016

.” This training is perfect for: Customer service professionals who deal with difficult customers on a daily basis. New hires who are inexperienced in handling aggressive and difficult customers. Employees who come across as aggressive or blunt with difficult customers. 299 per organization.

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Contact Center Training Customer Service Training How To 40

Myra Golden

JUNE 2, 2016

This training is perfect for: Customer service professionals who deal with difficult customers on a daily basis. New hires who are inexperienced in handling aggressive and difficult customers. Employees who come across as aggressive or blunt with difficult customers. Call Control Using Conversational Aikido.

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Contact Center Training Customer Service Training How To 40

ShepHyken

JULY 11, 2022

(Aircall) Data used in customer experience analytics can be drawn from any interaction between an organization and its customers. That includes reviews of your company’s products or services, customer interactions on social media, customer conversations with contact centers, and much more.

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Customer Service Average Handle Time Metrics Social Media 25

ShepHyken

SEPTEMBER 30, 2019

The Customer Experience Guide for Today’s Contact Center by CH Consulting Group. (CH CH Consulting Group) CH Consulting Group is proud to present you with our first-ever eBook: The Customer Experience Guide for Today’s Contact Center. Follow on Twitter: @Hyken.

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Customer Service eBook Contact Center NPS 18

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. Talk to us.

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Contact Center Effort Score Culture Connections 40

Vonage

JANUARY 24, 2017

Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com.

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Customer Service Advertising Contact Center Culture 133

ShepHyken

AUGUST 19, 2019

Creating Company Culture to Strengthen Customer Service Agent Support by Cassandra Vincent. Nevadas) There are ways to strengthen customer service agent support resulting in quality work and reducing churn. With excessive turnover in contact centers impacting metrics, keeping great agents is good ROI.

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Customer Service Leadership Ecommerce Culture 122