Trending Articles

Guest Blog: How To Improve the Customer Experience Starting Today

ShepHyken

This week we feature an article from Chelsea Lamb , co-founder and head tech writer at Business Pop. She provides multiple strategies to improve the customer experience in order to gain and retain repeat customers. It’s been said that customer service is dead.

Retail Is Broken

Beyond Philosophy

Retail is Broken: This is the Solution. Some might say that retail is dead, another victim of COVID-19. However, I would argue that it is merely changing but far from finished. The pandemic has hastened changes to physical and digital retail experiences and customer behavior.

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Thanksgiving Week Special: A Recipe for Amazing Customer Service

ShepHyken

As we approach Thanksgiving, I can’t stop thinking about turkey and stuffing—and all the different ways to prepare them. Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” So, I’ve listed some of the essential ingredients.

Secure at Home: Protecting Ourselves, Our Brand, Business and Customers

Contact Center Pipeline

During the summer of the COVID pandemic, sudden urgency emerged to get everyone home safely. Massive amounts of on-site agents were suddenly sent home to work remotely. However, the challenge is that not everyone has been set up in a safe, secure work environment.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Taking Field Service Management to the next level with AR

TechSee

Now more than ever, many businesses are searching for effective ways to improve field service. Augmented reality (AR) has many applications in field service management; below we present four practical applications that align with the four main operating models outlined by Gartner.

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Digital Transformation Didn’t Work: This Is What You Should Do Now

Beyond Philosophy

An organization’s digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital experience. Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it would be.

Wishing All of Our Readers a Safe and Happy Thanksgiving!

Contact Center Pipeline

Today is Thanksgiving Day in the United States. We would like to take this opportunity to express our sincerest gratitude to all of our readers for your time and support of our articles and blog posts throughout the years. Thank you—and have a safe and Happy Thanksgiving!

Why You Should Hire Agents Based on EQ Not IQ

Fonolo

When hiring new talent, it’s easy to get caught up in qualifications and work experience. However, customer service professionals need more than smarts to be successful — especially when working in a contact center.

Hold and Convert Web Traffic Using Live Chat Services

Ansafone

Any time you consider growing your business, there are a lot of things to consider. Changing your website is an important step. Your website is your business’s online face, informing customers, providing details, and helping customers with their questions.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

5 Top Customer Service Articles For the Week of November 23, 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.

Guest Blog: Contact Center Talent in These Changing Times, Part 1 – Setting the Stage

Calabrio

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. The legendary Bob Dylan released his classic hit The Times They Are A-Changin’ back in 1964. More than half a century later, his lyrics couldn’t be more relevant.

2021 Outlook: AI, Knowledge Automation and the Evolving Role of Remote Agents

Contact Center Pipeline

Already experiencing pandemic change, contact centers can expect even more in 2021, at a more rapid pace. Call and ticket volumes continue to rise, and the remote workforce will remain, at least partially, distributed as the new norm.

COVID is Creating a Surprising Contact Centers Trend

Fonolo

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Their insights were varied and detailed, but we kept hearing one word again and again: empathy. We had to listen to that.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Crisis Averted: Our Favorite Retail Catastrophes that Never Happened

Cyara

Many of the things we used to consider reassuringly normal around the holidays have been upended by the events of 2020.

Benefits of a Virtual Assistant in Real Estate

Ansafone

A virtual assistant can be a great asset to any busy real estate agent. Agents need to be available to their clients many hours of the day, taking care of contracts, making and accepting bids, and handling all the calls that come in. Doing this on your own can quickly wear down any agent.

What is Customer 360 and How Does it Affect Customer Success?

Totango

Today’s consumers have higher expectations for the companies they work with than ever before. The digital business landscape has made it so competitors can easily reach out to prospective customers with offers of enticing deals and promises of attentive service.

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Inside View: Sweetwater Founder & CEO Chuck Surack

Contact Center Pipeline

In 1979, when musician and entrepreneur Chuck Surack founded Sweetwater Sound, a mobile recording studio in the back of his VW bus, he never imagined that one day his humble venture would grow into one of the largest online retailers of musical instruments and audio equipment in the world.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

What do you do when you can’t give the customer what they want?

Myra Golden

I created a worksheet to help you practice the Feel, Felt, Found Method so you can apply it in your specific situations. Grab the worksheet here. I was working with a client that sells food products. A frequent question they get from customers is, “What ingredients are in this yogurt?”

Unlocking New Potential for Higher Ed

ConvergeOne

About 90% of colleges and universities see fewer than 70% of students graduate within six years. Clearly, student retention is a big goal for provosts and other institutional leaders.

Improving the patient experience: How to offer more consumer-centric care

Talkdesk

The patient experience is undergoing a profound change. Healthcare consumers today have new and more demanding expectations, forged by Amazon and Uber-like experiences where digital comes first.

The crucial new role of automation in healthcare CX

TELUS International

Automation is an invaluable tool for healthcare companies. Discover how mobile technology and chatbots can transform your customer experience. Next-Gen Technology

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

Align Business, Contact Center and Technology Strategies

Contact Center Pipeline

I’ve been on my soapbox for years touting the importance of aligning the business strategy, the contact center operations strategy, and the contact center technology strategy. Strategies are aligned when: You can map the relationship between business and contact center goals.

Financial Service Company Seeking Call Center to Provide Account Maintenance and New Account Support for Clients

Ansafone

Problem A financial services company that offered debit-card based banking solutions to clients looking for an easier way to send money to friends and family living in Mexico needed support handling their incoming calls for service.

Pandemic Impact: 5 Use-Cases for Virtual Numbers

Avoxi

Businesses use virtual numbers to handle a wide range of needs to strengthen their inbound and outbound strategies.

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Giving Thanks: 5 Ways to Say Thank You to Your Customers

Team Support

As we approach the Thanksgiving holiday in a year that has been fraught with anxiety and uncertainty, I thought we should pause and reflect on what we have to be thankful for.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

What Guru Employees Are Thankful For in 2020

Guru

As we move into what is bound to be an unconventional holiday season it’s only natural to take a look in the rearview mirror of this tumultuous year. Rather than dwelling on the lows we’re here to remind you of the small pockets of joy that got us through. Here’s to finding ways to be thankful!

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3 Important Predictions for Customer Success in 2021

ClientSuccess

No one could have predicted the wild and tumultuous year that 2020 has turned out to be. While the customer success world (and the larger SaaS economy in general) has experienced its fair share of ups and downs this year, the industry will be even more prepared in the future. .

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How to Find the Right Remote Support Agent

Nicereply

Cultural fit is equally important for you and for your candidates. Don’t be afraid to make a little more effort. Running a remote business proved to be an efficient way to go through all the difficulties and hard times and not losing clients, employees, and money.