Mon.Oct 12, 2020

Is Your Customer Success Team Reactive or Proactive? 

ClientSuccess

If there is one thing that customer success managers have learned throughout the ups and downs of 2020, it’s that there is no such thing as being too prepared. The SaaS industry has gone through a ton of instability this year, and seasoned CSMs know that this time of change is far from over.

5 Top Customer Service Articles For the Week of October 12, 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. Radical Empathy And Other Ways To Rethink Your Customer Experience by Bridget Brennan. Forbes) Our world is changing by the minute (or so it seems), but amidst all the disruption, one thing remains constant: women’s domination of consumer spending.

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Drive Customer Engagement Results With Customized, Flexible Communications

Jay Patel

Today's business communications must be able to infuse the customer experience with the perfect blend of technology-driven intelligent interactions and personalized service

Is Your Team Better With or Without You?

Steve DiGioia

There are two viewpoints to take when answering the question; is your team better with or without you. It all depends on what is more important to you as a manager. Let’s break both sides down. Is Your Team Better With You or Without You? The Better With You Manager.

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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!

APIs Can Offer a Frictionless Customer Experience Amid Crisis

Omar Javaid

The COVID pandemic has pressured businesses more than ever to communicate with and serve customers without needing physical interaction. This article looks at how with the right approach, APIs can transform the way companies interact with customers by creating one seamless chain of communication

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More Trending

Customer Service is About Keeping Your Promises

Dr. Debra Bentson

Customer Service is About Keeping Your Promises

3 ways to transform banking through automation

Talkdesk

During this pandemic, clients are struggling to reach their banks when they need them the most, driving an almost 75% increase in call center volume. Financial institutions’ contact centers are inundated with heavy call volumes resulting in long hold times and time-to-callback.

Introducing the new GetFeedback platform

GetFeedback

Quickly adapt to your customers’ evolving needs with a modern CX solution. Product & News

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Part 1: Enabling Collaboration of Customer Support Teams in Remote Environments

Team Support

“Right now, you as leaders have only one option: lead your way out of this challenge.” That’s what Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People advised when we sat down with him last Spring.

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!

Crisis Is the Best Teacher: the Future of the Contact Center Industry

NobelBiz

The CS Week event is a good occasion to take the pulse of the industry. The 2020 pandemic showed us the weak links in our technological workflow and forced the entire contact center niche to reinvent itself in order to survive. Let`s see how the future looks like.

How to Leverage CX Metrics to Empower Your Business

Table

How we do things differently at 5CA

5CA

Following on from National Customer Service Week, our Chief Customer Officer Rob van Herpen reflects on the journey that customer service has undergone in the last decade, and the role it plays within the wider scope of the whole customer experience

Top CCM Trends of 2020

Topdown

It's trite but true: Technology is constantly changing and evolving. Sometimes those changes are massive, other times they’re almost unnoticeable, especially if you don’t know what to look for. That’s why it’s so important to keep up to date on the latest news and trends that shape an industry. This is especially true for industry leaders and decision makers. Customer Experience Customer Communications Technology

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.

[Webinar] BPO’s Guide for Knowledge and Customer Experience

Knowmax

[Webinar] BPO’s Guide for Knowledge and Customer Experience. Customer Experience

Top 30 Customer Service Facts and Statistics for 2021

SmartKarrot

Getting a hold of some quick customer service facts and statistics is going to give you a better picture of the customer success niche. It’s a given that every business wants to offer only the best customer experience to their prospects.

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Organizational Learning: Everything you need to know

Knowmax

Organizational Learning: Everything you need to know. Learning Management System Agent Learning

Brand Move Roundup – October 12, 2020

C Space

The Brand Move Roundup – October 12, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. In early March we began reporting daily on how brands were dealing with Covid-19. But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious 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!

Brand Move Roundup – October 9, 2020

C Space

The Brand Move Roundup – October 9, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. In early March we began reporting daily on how brands were dealing with Covid-19. But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world.