First Contact Podcast | Episode 10 Exploring the Magic of Amazing Customer Service, with Shep HykenExploring the Magic of Amazing Customer Service: Shep Hykenhttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.png Host Christian Montes Executive Director of Sales PGlmcmFtZSB0aXRsZT0iRXhwbG9yaW5nIHRoZSBNYWdpYyBvZiBBbWF6aW5nIEN1c3RvbWVyIFNlcnZpY2U6IFNoZXAgSHlrZW4iIGhlaWdodD0iMTIyIiB3aWR0aD0iMTAwJSIgc3R5bGU9ImJvcmRlcjogbm9uZTsiIHNjcm9sbGluZz0ibm8iIGRhdGEtbmFtZT0icGItaWZyYW1lLXBsYXllciIgc3JjPSJodHRwczovL3d3dy5wb2RiZWFuLmNvbS9tZWRpYS9wbGF5ZXIvaWJ2dWstZWZjNjNjP2Zyb209cGI2YWRtaW4mZG93bmxvYWQ9MSZ2ZXJzaW9uPTEmYXV0bz0wJnNoYXJlPTEmZG93bmxvYWQ9MSZydGw9MCZmb250cz1IZWx2ZXRpY2Emc2tpbj0xJnBmYXV0aD0mYnRuLXNraW49MTA5Ij48L2lmcmFtZT4 For this season's finale of First Contact: Stories of the Call Center, we've got a real treat for you: renowned customer service and experience expert Shep Hyken. Christian posed some tough questions that don't always get a clear answer in the contact center space. Shep, a New York Times and Wall Street Journal bestselling author, was more than happy to amaze us with his answers - in a fun and entertaining way like he always does. We hope you have a blast with this episode! See you soon! https://nobelbiz.com/wp-content/uploads/2020/09/Shep-Hyken-medium.png Guest Shep Hyken Customer Sevice & Experience Expert Explore more from this episode... Shep's got one of the most compelling stories we've heard so far. Who else started out as a magician? Find out how he got into customer support and experience! We couldn’t let Shep pass by our podcast without asking him how he’d go about building a customer service department from scratch. Listen to it here! How much better than your competition do you have to be for a lifetime of customer loyalty? 50%? 100%? How about 10%? That's what Shep thinks and here's why! If you're not omnichannel after 2020, you're doing something wrong. Why? Because the rest of the industry is way ahead of you and you're slacking. Time to pick up the pace! Chatbots are notoriously bad but is that justified? Yes and no. We asked Shep whether chatbots really improve experience. His answer? Yes, but there’s more to it. Helping people by reducing the fricion points between them and your business is one of the key ways in which you keep them doing business with you. Here's why! How do contact centers and customer experience mix? What are the main touchpoints between the two? We asked Shep, and got some cool answers. 2020 - the year everything took a hard hit. Especially contact centers. But the industry came back stronger, with new social media capabilities. Let's explore how it happened! MORE EPISODES... Let's Get to Work and Make Your Contact Center Better!