Sat.Jun 20, 2020 - Fri.Jun 26, 2020

Making Your Contact Centre Work Better

Call Design

Contact centre changes are never an easy venture, but it’s crucial to embrace an opportunity for change. While the world is slowly returning to normal after a global pandemic, now is the time to identify how your contact centre can be improved. For some organisations, there may be an influx of calls from customers asking about your services.

5 Ways to Use Customer Personas in Your Support Strategy



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The Complete Glossary of Common Customer Service & Support Lingos

ProProfs Chat

It’s not just great communication skills that make a customer support operator great at their job. 62% of customers say that a representative’s knowledge and resourcefulness play a key role in creating a good experience. That means being consistent at learning and acquiring knowledge can help you shape a customer’s journey better. But, where to start? Learn the commonly used customer service and support lingo.

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How to Measure Customer Retention


Get ready to do a little math. While not my typical lesson, this is very important. It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. Most businesses know their numbers, but do they know the right numbers? It’s easy to measure customer satisfaction at different levels. We find out how they liked our experience.

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!

After the Pandemic: How to Bring Back the Contact Center

Contact Center Pipeline

The coronavirus (COVID-19) pandemic has caused unprecedented disruption across nearly every line of business, and contact centers are no exception. In times like these, the most pressing matters are keeping your workforce moving forward and your workplace culture healthy. As Chief Operating Officer of Televerde, I lead hundreds of contact center employees across 10 global […].

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Everything You Need to Know to Succeed in Customer Experience


There’s an Upset Customer. Now What? – Tip #4

Steve DiGioia

Regardless of your business, and no matter how hard you try to do the best for them, there will be situations where you have an upset customer who is dissatisfied with your product or service. Day in and day out, we must strive to provide the optimal experience for each customer interaction. But is this realistic? When things don’t go as planned, our customers become upset and we have failed in their eyes. Period!

Three ways to intertwine EX and CX


A strong relationship between Employee Experience (EX) and Customer Experience (CX) matters. When they work together, EX can drive CX to success. Developing EX strategies and reevaluating them periodically is as critical as doing so for CX. Customer experience is a customer’s entire journey with your brand. CX all comes down to how a person feels about the experience of interacting with your company.

Create Outstanding Memorable Experiences That Drive Value

Beyond Philosophy

General Show Notes: Have you ever driven a long way to a vacation, perhaps with kids in the backseat, and heard the whining query, “are we there yet?” ” Have you ever wanted to ask that question yourself? It turns out there are good reasons for that. It’s called the Return Trip Effect, and we discuss it on this episode of The Intuitive Customer. Key Takeaways.

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!

Work at Home: Focusing on the People Issues


With so much being shared around work-from-home over the past 45 days, we wanted to bring you some insights from our member The Northridge Group, Tina Suthers, senior consultant CX. In this brief video clip Tina focuses on how to support your people during this transition, with some best practices around employee communication, leveraging video tools, the importance of increasing employee engagement and other tips to keep things positive and productive.

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Guest Post: Customer Service Automation During COVID-19. When and How to Use it Right.


This week we feature an article by Daryna Lishchynska, a Content Manager at BotsCrew. She shares research and information on how brands can transition their services to online platforms during COVID-19. This article was previously posted on BotsCrew’s blog. The outbreak of COVID-19 has made a massive impact on most of the businesses – from grocery stores to luxury goods brands.

Go Beyond Net Promoter Score to Measure Customer Experience Effectively

Contact Center Pipeline

Forbes defines the Net Promoter Score (NPS) as an index used to determine how willing customers are to recommend a brand, product or service. Most brands rely on software developers, such as Zendesk, to create this poll. The answers create a popular metric used to evaluate the customer experience. Customers rank the probability of their […].

18 Ways to Stop Chasing Low Price Shoppers

Steve DiGioia

In my recent post, “ 3 Reasons Why We Let Businesses Take Us For Granted ”, I asked these questions, “Do we not value ourselves enough as a customer to expect the best or at least average service? But what about indifferent service? Why is it acceptable? In today’s post, I expand on one of those reasons: “low price shoppers”. Here’s my story….

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.

The Central Role of AI in Multiexperience CX


Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. This emerging approach is known as multiexperience (MX). MX gives customers a greater degree of choice over how they interact with a brand. Devices such as TVs, phones, tablets, and smartwatches each have their strengths when it comes to UI and UX.

Amazing Business Radio: Martha Brooke


The Future of Customer Feedback. How to Get the Most Out of Your Customer Feedback Today and Beyond. Shep Hyken interviews Martha Brooke , founder of Interaction Metrics. They discuss effective strategies to getting useful customer feedback as well as the future of customer feedback. Top Takeaways: In unprecedented, chaotic and uncertain times, customer interactions are more valuable. Treat your customers with respect and dignity and make sure they feel the value in interacting with you.

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Don’t Reduce People to Numbers… or Should You?

Contact Center Pipeline

Assessment tools have been an industry standard in human resources management for a while. At times, this may feel cold and very corporate, as one of the beauties of Homo sapiens is that we’re all very unique and also different. Whether it’s personality assessments, skills assessments, or Google’s famous gauntlet of intelligence tests, as managers, […].

What Is COVID-19’s Effect on Customer Churn—And What You Can Do About It in 5 Steps


The COVID-19 pandemic increased the risk of customer churn across almost every industry. Forrester predicts that software growth as a whole will slow down to two to four percent or may be flat if a recession occurs. However, you still have a say in how well your business makes it through this period. COVID-19’s effect on customer churn may have already begun, but there is still plenty you can do to increase customer engagement and retain the customers you have worked hard to win.

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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!

How to maximize your digital transformation despite the pandemic

TELUS International


5 Top Customer Service Articles For the Week of June 22, 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. What do Gen Z shoppers really want? by Mike Roberts.

Inspiration and Hope - That's All We Need


I usually write about topics related to my beloved contact center and BPO industry, but today, I would like to take a slight detour and get personal. Over the past three months, I have had great conversations with some terrific people, from senior executives to frontline managers, clients, vendors, partners, friends and even people I just met. Thought Leadership

How PartnerHero Maintains Industry Leading Support Quality [Podcast]


A successful program needs to address the perception of undue oversight on your team and to follow a meaningful marking rubric. Ticket quality assurance (QA) conjures up a variety of anxieties: From executives worried about program costs and managers struggling to gain visibility, to the agents watching for the big bad wolf lurking over their shoulder. Scaling a program that addresses those concerns across multiple companies, geographies, tools, and support policies is not a small task.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

Tethr upholding a culture of action in aftermath of Floyd tragedy


Three weeks ago, Tethr announced its intentions to unlearn racism as a company and to make space for the conversations surrounding the George Floyd tragedy and the systemic racism in our country. The work didn’t stop after publicly denouncing racism and declaring our support of the Black Community, though. Rather, our leadership introduced initiatives to take action.

Cyara Included in the Forrester Wave: Continuous Functional Test Automation Suites Q2 2020


I’m so excited to share that Cyara is included in the just published report: The Forrester Wave™: Continuous Functional Test Automation Suites, Q2 2020. As Diego Lo Giudice wrote in his blog on this Wave, “…being among the top 15 players in the market in a Forrester Wave™ evaluation is always a win. Because the vendors are being compared with a peer group of test automation vendors that form, based on Forrester’s research, the top 15 performers among all.”.

How Monitoring Your IVR Helps Predict and Reduce Fraud in the Contact Center


Fraudulent activity in the IVR has become a tool for more sophisticated fraudsters and scammers to gain sensitive data that puts contact centers and financial institutions at risk. . Fraudsters often use IVR systems to mine and validate information, which they subsequently leverage to commit fraud at various other touchpoints downstream.

The 60 Best Customer Experience Quotes


Get inspired by these 60 customer experience quotes from well-known leaders and motivate your team to become more customer-focused. Feed generated with FetchRSS

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

5 ways to improve your customer experience with conversation intelligence


How our customer success team uses the power of conversation intelligence to improve customer experience by listening at scale, turning raw, unstructured voice of customer data into actionable insight so you can transform your business and your customer experience.

Just Being Who We Are: Personal Stories from Our LGBTQ Community


Sometimes those of us in the LGBTQ community need to sort out who we are before we can live proudly as we really are. By being true to ourselves we can be true to others, including friends, families, spouses, and colleagues. In honor of LGBTQ Pride month and in celebration of all diverse communities, four [.] The post Just Being Who We Are: Personal Stories from Our LGBTQ Community appeared first on What’s next. This is a summary. Visit Nuance's What's next blog to see the full content.

When working from home really works


I started working for 5CA back in October 2019. Currently, I’m working as a Gaming Technology Support Agent in Spain. My job as an expert on the products of the company I'm supporting is to offer support to customers and get them up, running and happy in no time