Trending Articles

29 leaders share the best ways to increase customer lifetime value


We asked a group of industry leaders, “What's the best way to increase customer lifetime value?” Read this blog to learn their insights and best practices

Supporting Contact Center Associates to Reduce Burnout and Impact Patient and Member Experience

The Northridge Group

The COVID-19 pandemic unleashed an overwhelming burden on hospital systems and medical professionals. Tragically, many suicidal deaths among healthcare professionals have been tied to the stress of working through the pandemic.


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The One Where There is No One Ideal Customer


On a recent episode of CX Passport, Elaine Lee, Managing Director of ReynoldsBusbyLee and I discussed how it takes a real understanding of a real customer to know how to deliver the right customer experience.

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Work from Home… Are You Sure of the Future?

Contact Center Pipeline

In October 2021 I read that according to the Federal Trade Commission (FTC), cigarette sales were up for the first time in twenty years. My initial thought was that this was due to Work from Home (WFH).

2022 Contact Center Buyers' Guide

As contact center needs and pain points have evolved, so have contact center buying processes. This guide focuses on the key areas that contact center leaders should address to help achieve their operational and financial goals, including what questions to ask to drive optimal performance.

5 Ways Visual Engagement Technology Counters the Rising of Cost of Fuel in Field Service


The rising cost of diesel and gas are hitting the balance sheets of contractors and corporations around the world. This pain is felt particularly acutely in the field service industry, where transportation costs are often considered unavoidable.

More Trending

10 Best Chatbots for Customer Service: Architect Perfect Dialogues with Your Audience


Come to think of it, automation and robots have invaded our lives well and truly. There is a possibility you face it in every scenario and in a variety of guises: paying for groceries at [ … ].

What are omnichannel contact center solutions?


It's important for contact centers to meet customers where they are and on their preferred channels. Read this blog to learn more about omnichannel contact center solutions

Net Promoter Score® Research: the “for” and “against” list


Over the past few years, I have come across all sorts of research on Net Promoter Score. Some of it positive and some of it negative, but never in the same place or easy to access. Typically, organisations only link to the research that supports their case. So I thought that it would be a […].

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The Difference Between Good and Great

Shep Hyken

If you had to have surgery, would you rather go to the most skilled surgeon or the nicest surgeon? . I was at a party the other night and someone I met shared his opinion of the difference between a good doctor and a great doctor. A good doctor makes you well.

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

As brick & mortar retail bounces back what does the future lie?

Beyond Philosophy

I was recently out and about and thought how happy I was that the pandemic was behind us. Many people must feel the same way because retail is bouncing back after two terrible years. However, it’s not bouncing back to the way it was before. Customers have changed how they want things and organizations should take advantage of how a physical and virtual experience work together in their customer strategy. Bjorn contacted us with this very question.

3 Call Center Quality Monitoring Best Practices


Steve Jobs once said, “Be a yardstick of quality. Some people aren’t used to an environment where excellence is expected.” ” That first sentence is a home run for call center quality monitoring. But these days, customers expect excellence. .

Omnichannel Orchestration Guide for Your Financial Services Call / Contact Center


Find out how you can improve your omnichannel orchestration by following these guidelines for financial services. The post Omnichannel Orchestration Guide for Your Financial Services Call / Contact Center appeared first on Livevox. Omnichannel

How To Tell The Cream From The Crop With These 10 Standard Call Recording Features


Telling which call recording solution is the right one for your organization can be a frustrating experience. There are a lot of solutions on the market that seemingly offer the same thing and each provider's website rattles off a number of features that all sound the same. Call Recording Complianc

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

How Customer Loyalty Can Drive B2B SaaS Business Growth


Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model.

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6 Tips to Help You Create an Amazing Customer Experience


Whether you are conscious of it or not, every single interaction a potential shopper has with your brand contributes to their overall opinion of your company.

5 mistakes companies make with chat support


Do you offer live chat support or want to offer customer service chat? Make sure to avoid these pitfalls. Adding chat support – or switching completely to chat support from traditional channels such as phone support – can reduce operational costs and resolve customer concerns faster.

Amazing Business Radio: Matthew Holman

Shep Hyken

Earning Customers for Life. How to Prevent Your Customers from Shopping Your Competition. Shep Hyken interviews Matthew Holman, head of growth at QPilot , an eCommerce software company that makes subscriptions more flexible for brands and customers.

How to Prevent Brand Ambassador Burnout

Speaker: Kristi Faltorusso, VP of Customer Success at ClientSuccess

Your brand ambassadors are massively important to your business, actively promoting your brand and encouraging new business. But repeatedly requesting advocacy efforts from customers can lead to burnout and dissatisfaction. You need to avoid this at all costs! Learn how in this free webinar.

Jul 05 – Customer Success Jobs


Role: Director of Customer Success Location: Boulder, CO, US Organization: Floify As a Director of Customer Success, you will build, develop & maintain C-level and senior-level customer relationships for enterprise-level clients and ensure the renewal of key accounts.

The Customer Success Playbook: How to Survive and Thrive During an Economic Downturn


In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift.

Make Lemonade from Supply Chain Lemons [Part 1]


While there is no question that supply chain issues have emptied the whole toolbox into our collective gears, upending the most well-laid plans, this doesn't have to be the whole story: there is a silver lining to be found if you look for it.

How to sell your CEO on Key Account Management


Struggling to effectively manage large accounts as an account manager is difficult without organization-wide support.

Why Great CSMs Lead to Great Revenue Pipeline

Speaker: Christian Jakenfelds, CSM at Planhat

Customer success professionals have better access to customers than any other department, yet they may struggle to prove their impact on overall business growth. In this webinar, learn how CSMs can actively contribute to and influence new revenue by using what’s already in front of them.

5 Top Customer Service Articles of the Week 7-4-2022

Shep Hyken

Each week I read many 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. 7 Top AI Trends in Customer Service by Zendesk.

Strong Investment in CX Sees Sabio Group Drive Record Growth

CSM Magazine

Sabio Group , the digital customer experience (CX) transformation specialist backed by Horizon Capital has announced strong financial and operational performances in its annual report and accounts, published today. In the year to Sept 30 th 2021, the Group’s turnover increased by 52.8%

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What is Virtual Contact Center Software?


Virtual contact center software enables contact centers to manage customer interactions from various channels cost-effectively and efficiently. Some organizations have their in-house contact centers, while others may outsource their customer service to third parties.

Jul 04 – Customer Success Jobs


Role: Director, Customer Success Location: Remote, New York, NY, US Organization: Urbint As a Director of Customer Success, you will own the ultimate success of Urbint’s customer base; this includes seamless customer onboarding, project success, retention, and renewal.

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

How to add a Chatbot to iOS


Last Updated on July 6, 2022 In this article, we will be sharing steps to building an iOS chatbot with Kompose. We will teach you everything you need to build a sample chatbot using Kompose for an iOS app. Step by Step Guide to Building iOS Chatbot with Kommunicate Step 1: Setup an account in [.].

When Your Company Becomes a Verb

Shep Hyken

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. The levels advance from Unacceptable to Basic to Good to World Class to Trademark.

Improve Your Company’s Image Using These Powerful Strategies

CSM Magazine

A lot of entrepreneurs and business owners are so focused on the technicalities of running their companies and promoting their products or services that they sometimes ignore how important it is to also build a good image for their brand.