Mon.Sep 28, 2020

COVID'S Impact on Call Center CX


The whole call center operation has literally transformed over the last six months, with most agents working from home. What impact has this had on customer service, if any? Well, it seems customers are largely giving businesses a pass in terms of CX in the age of COVID - at least for now.

5 Top Customer Service Articles For the Week of September 28, 2020


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. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones.

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5 Essential Criteria To Professional Phone Etiquette


First impressions are everything. The first contact with any business is usually a simple telephone call. When you are on a call representing your business, it is crucial that you are professional, friendly, and accommodating.

Building business resiliency through augmented customer experiences

TELUS International

Discover how businesses are adapting to make more resilient versions of themselves and creating interesting new dimensions to the customer experience in the process. 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!

From Ideas to Product Features How Customers Shape Our Product Roadmap

NICE inContact

No matter how much QA and UAT are built into our process, end users out in the real world will inevitably find things we missed or see better ways to perform functions, so we take a lot of interest in the feedback that comes through this channel.

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Humans of CLI: Going Back to (Virtual) School

Certified Languages International

Working from home every day this summer made it pretty easy to establish a routine. And staying focused isn’t too hard when you turn on a 10-hour-long video of white noise and your housemate knows not to barge into the room during your weekly department meetings.

The Pandemic Effect: A Business Creativity Boom


These last six months have been full of firsts. Some great, some, well, not so much. But, as I said a couple of blogs ago, focus on what you want more of. So in the spirit of that…hands down, my favorite part of the pandemic has been The Creative Pivot. No, it’s not a Fortnite dance. It IS a classic FRIENDS scene, but that’s not what I mean either. COVID-19 creative pivot


Managing Renewals Early on in the Customer Journey

CSM Practice

In SaaS, renewals are a natural part of the customer journey. Sometimes they are seamless, other times a forcing function for change: either you pivot to increase the value of your solution or use it as a time to ‘part ways’ with an unfit customer.

Factors That Affect the Rates of Your Car Insurance

CSM Magazine

Having a good insurance policy for the car you drive is an essential part of owning a vehicle. Dealing with a company that gives great customer service and knowing that your policy will be honored when needed, is something all car owners strive for.

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!

Gen Z Is Defining Digital Banking.FinTech Is Listening.


Gen Zers are the true digital natives. From streaming to sharing, those between the ages 18 to 24 expect seamless connectivity — and their finances are no exception.

Why You Need a CCM/CX Implementation Strategy


The age-old saying goes, “Rome wasn’t built in a day”. In modern parlance, developing a new entity isn’t going to happen overnight, and neither will implementing a significant change to an already well-established organization. This concept holds especially true in the development of a comprehensive customer experience (CX) by creating and enacting a true CX implementation strategy. Customer Experience Customer Communications

Call Deflection brings Customer Success in the Digital age


Call Deflection brings Customer Success in the Digital age. Customer Experience Digital Adoption Knowledge Base Knowledge Management Omni channel customer support Self service Uncategorized CX initiatives knowledge base

Top 10 Must-Attend SaaS Conferences in 2021


SaaS industry has been taking a massive shape in the recent few years. The global SaaS market is expected to reach worth $130 billion by the end of the year 2020. With such a boom in the industry, entrepreneurs and SaaS founders are more than willing to stay updated on the current trends.

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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.

Brand Move Roundup – September 28, 2020

C Space

The Brand Move Roundup – September 28, 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.

Top 5 Must-Attend Customer Success Conferences in 2021


Sometimes it is just imperative to break free from the shackles of the 9 to 5 office life. It is nicer to take a break and catch up for some air. A vacation sounds great, doesn’t it? Let me introduce you to customer success conferences, which is like a vacation in disguise.

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