Trending Articles

How to Transform the Customer Experience

ShepHyken

Want to engage and connect with your customers more effectively? Then listen to what Matt Gillin, the co-founder and CEO of Relay Network , has to say. I had a chance to interview Matt for my Be Amazing or Go Home TV show, and he shared specific insights on how to improve the customer experience.

Getting Over the “I Want It Now” Mindset

Beyond Philosophy

The wealth of information within academia and doesn’t get used by business is amazing. I blame their naming. Academics have great information, but a terrible naming skills. . Take Hyperbolic Discounting (please!),

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9 Call Center Environment Best Practices

Callminer

Cultivating a productive call center environment involves optimizing many different facets of its operations. From facility design to computer systems and software integrations, all aspects of your call center that impact its internal atmosphere can affect employee performance.

Springing Forward Might Affect Contact Center Forecast Accuracy

Contact Center Pipeline

Daylight Saving Time (DST) starts in spring. That’s when we have to wake up earlier because the clocks shift forward one hour. Standard Daylight Time returns everything to normal in the fall. Forecasters can use this information to build a high-performing time-of-day arrival model.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Self Install: How Visual Assistance Streamlines Device Setup

TechSee

Whether rigging up a home entertainment system, setting up a new printer or syncing a new smart device with its app, many consumers find it difficult to complete the product self install process.

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Deciphering the CX alphabet

Tethr

While the journey toward exceptional customer service used to set leading businesses apart, today’s customers are more interested in an excellent customer experience (CX).

The hidden success for brands in the future

Beyond Philosophy

Where AI Meets CX: The Remarkable Future for Humanizing Brands. Artificial Intelligence (AI) will transform the customer experience in many ways in the coming years. One area that we see interesting applications of AI Technology is the brand personification and social media management.

Inside View: Annette Franz, CCXP

Contact Center Pipeline

If her life had followed an expected path, Annette Franz would have spent the past 27 years pursuing a career in veterinary medicine. But an aversion to chemistry (“my kryptonite,” she jokes) and a love of numbers, analysis and writing led her to the world of consumer research. It was a perfect fit.

The 80/20 Rule by Richard Koch (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at The 80/20 Principle by Richard Koch. Check out the video below to hear Adam’s one win that you can take away from The 80/20 Principle to improve your organization’s customer experience and customer service. About The 80/20 Principle.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Guest Post: 5 Strategies for Mastering Customer Experience at the Point of Sale

ShepHyken

This week we feature an article by Mathew Cooper, a Content Marketing Head at POS Plaza. He shares tactics to help ensure a point-of-sale system will enhance the customer experience.

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How to Prove the ROI of Your CES Efforts

GetFeedback

So you’ve taken the time to listen to customers in order to understand the experience they’re having with your brand. Articles

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Where AI Meets CX: Inventor of the Hashtag Shares Innovative Concepts Pt 2

Beyond Philosophy

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms.

Operation Social Media… 2020

Contact Center Pipeline

Here we are… welcome to 2020! We have just completed the second decade of this new millennium. Change” is the best word to describe the overarching force as we kick off another new year. Change and learning go hand in hand and some lessons are deeper and more meaningful than others.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

How Much Does An Answering Service Cost?

Ambs Call Center

When purchasing a new service or product, one of the first considerations that comes to mind is price. With price comes value, and everyone wants to maximize their value.

5 Top Customer Service Articles For the Week of February 24, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

The Only 3 Strategies that Increase Customer Value

Genroe

I am often asked, What is the best way to develop and implement strategies to increase customer value? From a customer perspective, there are only two ways to drive business value: Customer Acquisition and Customer Retention.

How to Take Action on Customer Effort Score Feedback

GetFeedback

The four major activities that must be undertaken after CES feedback is received by the company. Articles

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Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Why Seamless CX Matters More Than Ever

Upstream Works

Why Seamless CX Matters More Than Ever. At face value, providing seamless customer service should be the goal of every contact center. With so many technologies to manage, along with rising customer expectations, this can be harder than it seems.

Why Customer Service Language is Used?

Customers That Stick

Why Is Customer Service Language Used? This is an interesting question, as it could mean a few things. I assume what the person asking the question means by customer service is language that is thoughtful or carefully worded. There are a few dynamics to why this type of language is taught and used.

Cyara's Xchange Roadshow Melbourne, March 18 - All the Juicy Details!

Cyara

Next month in Melbourne, Cyara is hosting Xchange 2020 Roadshow, a premier one-day event generously sponsored by our partners and friends, including Amazon AWS , Genesys , and Cloudwave. The schedule is packed full of valuable presentations, networking, panel discussions, and demos.

What to Expect When Working with a Call Center Outsourcer

CustomerServ

The business world is evolving at an unprecedented rate. Maintaining a competitive advantage in times of rapid change and transformation requires companies to stay razor-focused on their core competencies and the ability to innovate and flex with market demands. Industry Insights

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Customer Effort Score (CES): The Complete Guide

GetFeedback

Learn how to use the Customer Effort Score metric, boost loyalty, and prove the ROI of your efforts. Guides

Moving VOC to the center of the enterprise once and for all

Tethr

The genuine voice of your customers should be the center of your strategy. AI-powered speech analytics deliver valuable insights so that organizations can observe solid results across the enterprise. This makes for happy customers, employees, shareholders and leaders.

How to Create a Successful Marketing Event by Showcasing Your Brand

Guru

Events are one of the longest standing tactics that companies use to connect with current and prospective customers. Despite an increasingly digital world, most marketers still believe in-person events are the single most effective channel for achieving business goals. thought leadership

Why you need to follow the service culture recipe

Toister Performance Solutions

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. My friend, Sarah, is a baker. She's taught me that baking is all about precision.

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.

Add Agent Specialization to Your Customer Support Strategy

UJET

There’s a saying: jack of all trades and master of none. The meaning behind this is that a person has knowledge of a variety of subjects and skills, but might not be an expert in any of them.

What Should Be On My Customer Service Job Résumé?

Customers That Stick

What should be on my customer service job resume? I’m going to answer this in one word. Passion.

Predict customer churn before it’s too late

Tethr

Customer churn can be arduous for even the most well established of businesses. After all, lost revenue isn’t the only thing at stake. According to statistics from Small Business Trends , 65 percent of an organization’s business comes from existing customers.