Contact centers generate huge volumes of unstructured customer feedback. Learn how to harness this data to measurably improve customer service. Featuring: Alyona Medelyan, Ph.D., CEO of Thematic.
You don't have to cringe when customers review your business online. Learn how to use those reviews to improve service and drive new business!
Get a signed copy of Jeff Toister’s new book, Getting Service Right, courtesy of Zendesk. In addition to the book signing, Jeff will be co-facilitating a session with customer service writing expert Leslie O’Flahavan called How to Write Like a Human in an Age of Speed on May 1 at 9am.
Join Jeff Toister at the premier event for contact center professionals. Don’t miss Jeff’s opening keynote presentation, Hidden Obstacles to Outstanding Customer Service.
Discover how to improve contact center training with microlearning. Train your agents faster, reduce costs, and improve job performance. Webinar co-presented with Lessonly.
Gain practical steps to immediately improve agent empowerment in your contact center. Webinar brought to you by Aggregage.
This highly interactive session will reveal the difference between good goals that can elevate customer experience and bad goals that can lead to service failures.
This entertaining and informative presentation shares hidden and counterintuitive obstacles to great performance. It utilizes experiential activities to help you experience each obstacle first-hand.
Customer Service Week is a great time to celebrate your wins but great service happens more than just one week per year. Join this interactive webinar to learn how customer service leaders use weekly tips to energize their teams all year long!
In this interactive webinar, service expert Jeff Toister will share five practical ways you can quickly boost staff engagement, starting immediately and without spending a small fortune or launching a huge project.
Join the #customerserviceweek conversation (or start one) by joining the ICMI community for #ICMIchat on October 2 from 10-11 PT. Guest host Jeff Toister will lead the discussion.
Join customer service writing expert Leslie O’Flahavan and service culture fanatic Jeff Toister to learn how to balance the demands of speed, automation, and humanity in your written responses to your customers.
Customer Service Week is a great time to celebrate your wins and refocus the team on delivering outstanding service every day! Join this interactive webinar to learn how customer service leaders use weekly tips to energize their teams throughout the year!
This entertaining and informative presentation shares three essential elements that leading companies use to develop customer-focused cultures. It incorporates a blend of experiential activities, examples from top companies, and cutting-edge research to help participants generate ideas to get their own employees obsessed with service.
Learn three essential elements that leading companies use to develop customer-focused cultures. This session incorporates a blend of experiential activities, examples from top companies, and cutting-edge research to help participants generate ideas to get their own employees obsessed with service.
Take a deep dive into new data to learn how quickly customers expect a response to email, Twitter, and Facebook messages. Learn tactics you can use to meet your customers' demands, even if you can't keep up with the new response time standards.
This interactive session will show you how to use a simple, nonproprietary tool to diagnose and resolve common performance challenges.
This fun, hands-on workshop shows participants how to rapidly develop and deliver employee training programs that really work. The class incorporates a variety of interactive learning techniques including a simulation where participants get to design and deliver a mini-training module.
Experience three essential elements that leading companies (including Zendesk) use to develop customer-focused cultures. This fast-paced presentation incorporates a blend of hands-on activities, examples from top companies, and cutting-edge research to help participants generate ideas to implement in their own organizations.
Leave this session with practical tools, real-life examples, and a clear plan for writing a unique customer service vision statement that your agents will love and understand.
Based on extensive research, customer service expert Jeff Toister reveals five of the hidden, unusual, and even counterintuitive causes of poor customer service.