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Customer Service

159 results
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Contributor: Seth Adler
Posted: 11/15/2017
‘Loyalty is a huge aspect of the customer experience’
In this week’s podcast interview, Lenovo’s Director of Services - Customer Experience discusses loyalty and how her employees have become her customers. EPISODE OVERVIEW: This week, CX Network podcast theatre host Seth Adler is joined by the WW Director of Services - Customer Experience (CX) at Lenovo, Deborah Alvord. Alvord shares that her care Full Content »
Contributor: CX Network editorial team
Posted: 11/13/2017
A step-by-step guide for best practices when outsourcing contact center services
Despite the proliferation of contact channels available to customers nowadays, call centers haven’t gone anywhere. In fact, they’re only growing in popularity and expanding into full fledged contact centers that are no longer solely manning the phone lines but interact with customers through a variety of other touch points too. Outsourcing has gon Full Content »
Contributor: Seth Adler
Posted: 11/01/2017
In this week’s podcast interview, Suzanne Henricksen talks about the importance of exmployees fitting into the company culture, saying that skills can be taught but culture cannot EPISODE OVERVIEW: Suzanne Henricksen is Senior Director, Innovation Insights, Sense & Respond Insights, Burt's Bees Insights and Consumer Affairs at The Clorox Compa Full Content »
Contributor: Seth Adler
Posted: 10/05/2017
Cheryl China
In this week’s podcast interview, Cheryl China delves into how customers have changed over the years – and what this means for organisations today EPISODE OVERVIEW: Cheryl China is the SVP, Group Director – Contact Centre Escalation and Specialised Teams at Citizens Bank. She joins CX Network podcast theatre host Seth Adler today to talk about he Full Content »
Contributor: Zarina de Ruiter
Posted: 08/22/2017
The global state of customer experience 2017
The biggest CX trends, challenges and investment priorities for the next 12-18 months With The Global State of Customer Experience 2016 being the most popular of CX Network’s reports last year, we conducted our in-depth research for the second year running through a comprehensive annual survey. We gauged the views of global customer experience lea Full Content »
Contributor: Rob Walker
Posted: 07/19/2017
What role will AI play in the future of customer experience?
Artificial intelligence is a real industry buzzword right now, but what are the true challenges and opportunities within this field for CX? Artificial intelligence (AI) is the term on everybody’s lips at the moment, having moved in recent years beyond the realms of science fiction into mainstream consciousness. Companies everywhere are seeking to Full Content »
Contributor: Colin Shaw
Posted: 05/30/2017
How great leadership drives employee engagement
It’s tough to get employees engaged, but when you do it’s worth its weight in gold. CX expert and blogger Colin Shaw shares how he achieved this A number of years ago, back in my corporate career, I was asked to take over 20 call centres. The previous manager had been asked to move on, with good reason; he was a very poor leader. He thought manage Full Content »
Posted: 03/09/2017
Fossil Drives Customer Service
Helen Wood is the Managing Director of Fossil Group UK. At the Customer Experience Exchange for Europe she held an insightful presentation about creating all aspects that attribute to a great customer service. Her session covered topics such as how they drive excellent customer service at Fossil, the internal customer service, setting service stan Full Content »
Contributor: Annette Franz
Posted: 02/22/2017
Customer Service Employee Experience
CX expert and blogger Annette Franz talks about the importance of a ‘stay’ interview, rather than an exit one, to get a deeper understanding of employee satisfaction and increase engagement in the long-term. There is a clear linkage between the employee experience and the customer experience. We know this, and yet many companies still refuse to ma Full Content »
Contributor: Dawn Cronogue
Posted: 01/30/2017
Agent Engagement Contact Centre
Dawn Cox, CX Network Advisory Board member and Customer Service Director at Staples, shares her advice for improving agent engagement and retention in today’s contact centre. Over recent years, due largely to economic uncertainty, customers are placing ever greater importance on trust and ease of doing business with an organisation. Having advisor Full Content »
Posted: 01/18/2017
Air Berlin Customer Contact Journey
Air Berlin is Germany's second largest airline. They currently work with a number of outsourcing partners, and are amid an important transformation process. Through the implementation of new technologies and processes, the airline will improve customer interactions and make their contact centre landscape leaner and smarter. Customer Contact Week E Full Content »
159 results
of 15