Mon.Jul 06, 2020

5 Top Customer Service Articles For the Week of July 6, 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 most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar.

According to Steve #3 – Remember When

Steve DiGioia

Remember when you’d fall asleep on the living room couch and wake up after midnight to a TV that was all static because the stations when off the air ? Remember when the 5-second rule applied for almost any food that fell on the floor?

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Interview With CX Ambassador Corrina Owens

GetFeedback

Interview with Corrina Owens, marketing and demand generation manager at SpendHQ—a leading SaaS spend analysis solution—about her career in the customer experience space. Articles

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How travel and hospitality brands are adapting with the pandemic

TELUS International

As economies around the world cautiously re-open, travel and hospitality brands' CX needs will likely remain unpredictable for the foreseeable future. Discover the keys to successfully navigating the road to recovery. CX Best Practices

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!

How to Bridge the Gap for CX Across the Organization

GetFeedback

Leverage key CX metrics to demonstrate the value of customer experience and build partnerships across departments. Guides

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Important post-COVID strategies for the call center

Tethr

It’s too early to brush COVID-19’s sweeping impact aside, but call center leaders are already looking for ways to proactively ready themselves and their teams for the next crisis—or the second wave of this one.

CXpert Insights: Freshly Easily Builds RPA Bots to Improve Customer Service

PlayVox

When scaling and streamlining your customer service teams, most companies first look at how to reduce areas such as First Response Time (FRT), First Contact Resolution (FCR) or Average Handle Time (AHT) among others. Customer Experience Tips CX Quality Assurance

Part 1: Ouch! Solve the pain caused by your current B2B customer support software.

Team Support

Has your Inbox has screamed, “Enough!” because of all of the e-mails related to support tickets piled up?

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Do It Yourself – Call Center Software

NICE inContact

Watch and discover how CXone empowers agents, supervisors, and admins to drive efficiency and deliver exceptional customer experiences with a total solution suite. Call center software is not easy. There are tons of little pieces and parts and lots of ways to build it today.

A Guide to Online Communities for Enterprise Organizations

This guide will provide you with an overview of what procuring an online community can do for enterprise organizations, including: How community compliments enterprise priorities. How the community addresses key challenges. Crucial enterprise community features to look for when assessing vendors. Strategic community programs that drive enterprise community success. Examples of enterprise organizations who have seen success with their communities. Not every online community is built or equipped with enterprise intentions. The following pages will provide you with the knowledge needed to make the best decisions for your enterprise organization.

Tips for Client Communication Strategies During COVID-19

Ansafone

Communication is key for any business, and it has become increasingly more challenging during the current COVID-19 pandemic. Being able to reach out to your customers and provide them with the information they need will help maintain relationships and connections.

Expansion Selling Strategies: Tips for SaaS Companies

CSM Practice

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it.

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How Retail Banks Must Adapt During and After COVID-19

inmoment

The Coronavirus pandemic has left no industry unscathed, especially retail banking.

Expansion Selling Strategies: Tips for SaaS Companies

CSM Practice

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it.

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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!

Here’s Why Your Startup Needs an Effective Help Desk Software

Wowdesk Blog

Launching your own startup is equivalent to raising a baby from scratch. You put all of your best efforts and energy into treating it right and developing all those things that are needed to stay ahead in the competitive market. Trust us, it is no easy task.

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Tips to Best Balance Your Customers’ Value

CSM Practice

Providing customers’ value is tough in any industry. Companies, in whatever business they may be, must constantly aim to be better at understanding what their customers want and need to achieve customers’ value.

The T.R.U.S.T. Code: 5 Rules for Growing Customer Trust in a Crisis

Skybridge

The short-term steps you take immediately after a crisis can have a huge long-term impact on customer trust. You already knew that.

Tips to Best Balance Your Customers’ Value

CSM Practice

Providing value to customers is tough in any industry. Companies, in whatever business they may be, must constantly aim to be better at understanding what their customers want and need to achieve customers’ value.

An Exploratory Research Study: Customer Experience and Customer Self Support

Speaker: Mike Ellis, Marketing Manager, Vanilla Forums

Join Vanilla Forums on Wednesday, August 19, at 12PM ET for a webinar presentation led by Mike Ellis, Marketing Manager at Vanilla, as he shares their research on customer experience and self service.

Do You Have Telecom Contracts Expiring Soon?

City Communications

If you have telecom contracts expiring in the next 6 months, we should talk. Typically telecom contracts are between one and three years in length, with some extending out to the five-year mark.

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Ways to Find Customers That Will Actually Make a Purchase

CSM Magazine

Finding potential customers for your business is not that hard to do, but how do you ensure that the customers you find are ones who will actually buy the products or services you are providing, and not just browsing through?

Spearline enhances Switzerland cover, adding mobile alongside its fixed-line support.

Spearline

Welcome Switzerland to Spearline mobile testing! Here at Spearline, our main goal is to replicate your customers' call experience with your organization. We are always working to ensure it is of the best quality.

Humanizing a Brand Through CCM

Topdown

The customer experience (CX) is one of the most valuable currencies around these days. An outstanding CX often leads to social media posts and word-of-mouth referrals. Delivering an exceptional CX has been found to actually boost revenues and increase profitability. Customer Experience Customer Communications

[Case Study]: Multilingual Support Fuels Gaming Company’s Global Expansion

When support needs peaked for video game developer Wooga, they brought in multilingual player support from ModSquad. Learn how this customized solution helped them save money, grow their player base, and free up more time to create compelling, engaging games.

Learn how to stay compliant when agents are working remotely

Concentrix

Listen to this webinar to learn how you can enable a more productive remote agent workforce while ensuring data security and compliance. The post Learn how to stay compliant when agents are working remotely appeared first on Concentrix. Webinars Resources Webinar

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Brand Move Roundup – July 6, 2020

C Space

The Brand Move Roundup – July 6, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet.

PODCAST: Making Meaningful Differences in Dramatically Changing Times with Jyllene Miller

Concentrix

How Concentrix has helped bridge the technological gaps that so many companies have suddenly faced amidst COVID-19. The post PODCAST: Making Meaningful Differences in Dramatically Changing Times with Jyllene Miller appeared first on Concentrix. Thought Leadership Resources