Wed.Feb 19, 2020

Customer Service vs Customer Success


To create best-in-class support , you have to start with an established understanding of the evolving industry terminology and nuanced differences between customer service, success, and experience.

Predictive CX Trends for Both Customer and Business Success

Contact Center Pipeline

For years we’ve been obsessing over meeting the customer’s every need, answering every question, and simplifying every interaction. And yet we’ve largely overlooked a fundamental aspect of good customer experience (CX): solving problems before they occur.

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Operational Challenges in the Call Center Industry


There are numerous issues for which call center managers and leaders must account in running a successful customer support operation.

The Cult of Amazement


In the updated and revised edition of The Cult of the Customer , I cover the concept of amazement. This may be old news to my followers, but it is worth repeating. Amazement does not come from a WOW or over-the-top experience. Those happen on occasion, especially when problems are handled well.

A New Segmentation Model for Customer Onboarding

In this eBook, we 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.

How Customer Service Has Changed?

Customers That Stick

One question I’m often asked, particularly when doing media interviews, is how customer service has changed in recent years. Obviously, the changes have been immense, particularly if you go back 20 or 30 years.

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Three Reasons to Use Visual Language in the Contact Center

NICE inContact

Imagination. Visualization. Insight. These words are part of our verbal language. But more importantly, they suggest just how much humans think in images.

5 Key Customer Profiles Every Company Should Treat Like VIPs


Your VIPs are your company’s most important customers , as defined by you. Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand.

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How One Retail Company Reduced Support Documents by 59%


How did a large retail company reduce their customer support documents by 59%? It wasn't with "this one weird trick" ??. Let's dive in. Case Studies Customer Experience Contact Center call center

How to Deal with Rude Customers: Strategies & Tips

REVE Chat Blog

How to deal with rude customers? This question could be unpleasant as well as frustrating for any business. The receiving end of a tirade is not a happy place to be, especially when the situation isn’t your fault.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

The difference between transactional surveys and relationship surveys


There are two types of surveys: relationship surveys and transactional surveys. Relationship surveys measure the overall health of your relationship with your customers. Transactional surveys are used when measuring something about a specific interaction with a customer. Feed generated with FetchRSS

5 Key Customer Profiles Every Company Should Treat Like VIPs


Your VIPs are your company’s most important customers , as defined by you. Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand.

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Short List for Customer Engagement Professional award


The short list has been announced by the judges for the annual CustomerCount customer engagement award after a record number of entries. The post Short List for Customer Engagement Professional award appeared first on CustomerCount. Customer Engagement Professional Award News CEP customer engagemen


Top 3 Reasons to Attend CXNext 2020: Engagement Redefined

bold360 Blog

Given the competitive high stakes of how your customer experience (CX) can make or break your business, CX shouldn’t be a discipline – it should be an obsession. Join a growing community of leaders from CX, digital experience, and IT at our annual full-day summit, CXNext.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Confluence of Agent and Customer Experience


The undeniable link between agent and customer experience is one that is often overlooked, if not forgotten, among customer service teams. Studies show satisfied agents perform at higher levels, and they also stay longer

Pros and Cons of In-House vs. Outsourced Call Centers


In a world of business engagements, the call center is an integral part of every company. From handling client calls to promoting sales and generating business leads, the call center has many uses. Whether in-house or outsourced, its role is unmatched in the present-day business world.

5 Tools that Make Agent Life Easier

bold360 Blog

Agent life ain’t easy. There’s never been a better time to be a customer…or a more challenging time to be a customer support agent. Today’s customers have more power and information than ever before, and they don’t have tolerance for being transferred up the chain to top-tier agents.

Better Call Center Management with Digital Visualization


Being able to see figures and facts is an important aspect of success when growing and improving your call center’s approaches. Data visualization has long been a focus of these improvement strategies for contact centers, BPO organizations, and more.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

How Call Tracking Helps Your Marketing Agency Prove ROI for Clients

CallSource Insights

Learn How Call Tracking for Your Agency Will Prove Your Marketing Campaign ROI. Your marketing agency has a lot of responsibilities when it comes to what you do for your clients, but one of the biggest is simply proving success through ROI.

How to Build a Call Center Report in Under 2 Minutes Using Sharpen Insights


Only 1% of contact centers think their data intelligence strategy is perfect, according to CCW. The rest struggle with siloed and inaccessible data and a lack of understanding of their customers.

Is Your Contact Center “In the Zone”?

Cisco - Contact Center

American rock band Boston’s 1976 debut album still holds the record for highest-selling debut album ever with 17 million copies sold.

The Value of an Optimized Customer Experience

Call Experts

Two key factors that directly correlate to the growth of your businesses: How well you utilize the latest technologies. How focussed are you on improving customer experience (CX). What is customer experience? CX is the sum of all the moments your customers share during their entire customer journey.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Watch This Space Podcast - Digital Workplace Drivers and Cool Voice Tech from Chattanooga

Jon Arnold

Things are never dull around here, so how’s that for a mix of topics for a podcast? That’s what’s on tap for my current Watch This Space podcast, and it’s now publicly available.

Managed Services Sales Challenges: The Complex Selling Process


Among managed services sales challenges, perhaps the biggest is found in the complexity of the selling process, itself. The better you are at delivering success, the better you are expected to be.

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Utilities and The State of the Consumer


Ten years ago, the Smart Energy Consumer Collaborative (SECC) was founded to understand the wants/needs of energy consumers in North America and share those learnings with industry stakeholders.