Fri.Jan 21, 2022

Contact Center vs. Call Center: Which Is Best For Your Company?

Quality Contact Solutions

As your company grows, you want to ensure that your customers and clients get excellent customer service. The challenge is that you don’t have the means or bodies to create your in-house customer service team.

De-escalation Q & A Day!

Myra Golden Media

Did you miss my latest Live Q & A? You’re in luck. Here’s a replay of our conversation. 3:29 How do you deal with an angry customer because we won’t give in to their demands? 5:31 Do you have a list of negative priming words and positive priming alternatives?

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Three Key Challenges Healthcare CX Leaders Face Today

Uniphore

Convoluted journeys. Compromised trust. And the looming threat of overpayments. These are just a few of the patient service challenges healthcare leaders are grappling with today.

The 8 Best Ecommerce Help Desks On The Market Today

Help Scout

Learn why help desk software is essential for your ecommerce business, and consider these eight options to help you deliver standout support. Read the full article

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Dan Fenton & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

Jan 21 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: Remote, United States Organization: Twingate As a Director of Customer Success, you will hire a team of talented customer success managers and leaders.

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New Age of Voice - Guest Post for ISI

Jon Arnold

As often happens, one thing leads to another, and that’s the story here. In short, the folks at ISI liked a recent article of mine on No Jitter about the “New Age of Voice”, and they wanted to amplify some of that messaging to their customer base.

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AI-Powered Analytics Drive Healthcare Compliance and Personalize CX

Uniphore

Few industries are as closely regulated as healthcare. Service providers must comply with a constantly evolving list of privacy, financial and medical disclosure guidelines. Failure to comply, even in part, can result in serious monetary consequences.

Four steps for improving insurance policyholder customer experience

Quadient

Four steps for improving insurance policyholder customer experience. Andrea Haughton. Fri, 01/21/2022 - 14:44. Heightened competition, increased consumer expectations and declining customer loyalty are hurdles that many insurers are facing today.

The Essential Features of Live Virtual Receptionist Services

Abby Connect

Professional receptionist do much more than just field calls. They’re highly trained in your business and customer service and can help you grow your business. Keep reading to learn more about live virtual receptionists, their features and benefits and what virtual receptionists do.

2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

How insurers can user personalized video to improve customer experience

Quadient

How insurers can user personalized video to improve customer experience. Andrea Haughton. Fri, 01/21/2022 - 14:44. Heightened competition, increased consumer expectations and declining customer loyalty are hurdles that many insurers are facing today.

Best Phone System for small business: Features to look for in your business phone

JustCall

Managing teams whether big or small has its own challenges. The biggest one especially with remote work is making sure that everyone is on the same page, this is especially true for sales and support teams.

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11 Key Customer Service Metrics + 4 Real Example Reports

Help Scout

Discover 11 meaningful customer service metrics, learn how to choose the right measurements for your team, and view four example customer service reports. Read the full article

5 Essential Sales Trends to Explore in 2022

aircall

In 2022, the days of the long sales lunch are coming to a close. After decades of technological innovation and two years of pandemic disruption, closing a deal today is about so much more than picking up the tab. .

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The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Measuring Customer Service Success More Broadly

Help Scout

Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson. Read the full article

12 Excellent Customer Service Tips to Follow in 2022

SmartKarrot

What is the one thing CSMs (Customer Success Managers) love to do apart from retaining the existing customers? Reducing churn, of course, along with, perhaps, word-of-mouth referrals! All these CS objectives can be achieved only if you can fulfill your customers’ needs.

5 Vital Signs Your Customer is Ready for An Upsell Discussion

CustomerSuccessBox

Upsell discussion happens when your product either delivers expected value or exceeds it. So obviously the focus of salespeople and the Customer Success Managers (CSMs) should be to help the customers achieve their desired outcomes. Wait, what’s an Upsell?

Agile Release Planning Best Practices for 2022

SmartKarrot

For a project to be successful, it has to have a well-structured plan. It will be the foundation leading to the successful execution of the project. A clear plan/ roadmap provides the much-needed context and direction to achieve the product visions and goals.

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.