This post was originally posted as a featured contributor on ICMI.
Eat only healthy snacks at work, lose weight and burn calories through your daily exercise. Save your company gobs of money by not getting sick. If this is all your workplace wellness p...
“A customer service conference? That must be filled with some of the kindest, coolest people ever.”
A friend told me that. Rings true!
Zendesk Relate 2018 was held in San Francisco at the Fairmont Hotel. A 3-day adventure into the world of customer ser...
I’m not crying, you’re crying (at work). Photo cred: Ban.do
Samantha (not her real name) sat across from me in our small contact center. Not a week went by that she didn’t shed tears after hanging up the phone with a customer. She didn’t seem to mind...
This post was originally published on CallCenter Weekly.
In the contact center community, we understand the true value of a happy customer. We’ll do whatever it takes to make sure that we leave our customer satisfied.
But – let’s consider this for a mo...
I recently picked up a part time job as a cashier at a local health food store.
Having not worked face to face with customers in a long while, I figured this is a great way to not only make the extra cash I need but to refresh my interactions with cust...
Are you in “The Customer Service Zone”?
This is type of mindset where, as an agent, you find that customers are generally friendly and cooperative, issues are resolved successfully and answers to questions are all found either in your mind or in the re...
Saturday, March 24th
I go to my local Office Depot to pick up a new desk chair. I sit in a bunch of chairs, find one that gives me the support I need, make my purchase, and head home. The young employee from which I requested help practi...
Only 25% of Customer Experience (CX) initiatives are "winning" -- able to show business value or gain a competitive edge. Technology can play a key role in helping CX leaders deliver an experience that sets the brand apart. Learn how CXTech innovations can drive Customer Experience success.
Expectations for service and support continue to rise. Creating an experience to meet customer expectations includes digital service channels, but internal operations and processes must also support the delivery of a pleasing end-to-end service experience. Customer service and support executives discuss real-world results and reveal best practices for success.
Most bots have failed and consumers are avoiding them. Fortunately, these ‘dumb bots’ are on their way out. New advances in Conversational AI technology has made it possible to create smart virtual assistants that understand real human dialog. Learn how to identify opportunities to leverage this new technology.
Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.
You are invited to attend, meet, mingle with, listen to and submit papers to the world’s leaders in Creating Value for customers, employees, partners, society and Government. Learn new and better ways to create Customer Value and experience.
Rub shoulders with Philip Kotler, Irene Ng, Russ Klein (AMA) and others.