Sat.Nov 12, 2022 - Fri.Nov 18, 2022

Holiday Customer Service and Why Sometimes the Best Gifts Cost Nothing

Call Experts

Investing in a holiday customer service plan is essential to growing your business. 52% of consumers say they have made an additional purchase from a company after a positive customer service experience.

Call Center Compliance + Remote Agents: Steps To Be Successful


As previously featured by the Progress in Lending Association


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Tips On How To Maximize Your Call Center ROI


In today's business world, it is more important than ever to make sure that you are getting the most out of your investment in contact center intelligence.

How Do I Make Customer Success More Personal?


Customer success managers have their work cut out for them when it comes to retaining and growing customers. It takes a lot of hard work to draw customers into your company in the first place, so you must work to keep those customers more than satisfied once they decide to work with you.

The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

7 Tips to Improve the Customer Experience and Reduce Costs


When most business leaders hear the term “improve customer experience,” many immediately think of investment … new systems, more customer service agents, etc. With the right approach, improved customer experience can also dramatically reduce operating costs.

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More Trending

3 Practical Ways Your Customer Support Team Can and Should Listen to Customers

Customer Service Life

Image by Couleur from Pixabay. This article was originally published on CustomerThink and is being reposted with permission from the editor. I was recently thinking about certain practices we talk about in the world of customer experience.

Improving Customer Support with Mobile Screen Mirroring


Whether you are a ridesharing leader supporting millions of global drivers and riders or a mobile carrier troubleshooting connectivity issues, fast and convenient mobile support is mission-critical. However, providing customer support for issues that occur on smartphones is very challenging.

How to Improve Customer Service – A Complete Guide of Tools, Tech & Tips


How to Improve Customer Service. A Complete Guide of Tools, Tech & Tips. We all know that customer service is important, but just how instrumental it is to success of a company might surprise you.

Boosting Agent Efficiency with Modern Channels & Automation Technology

Contact Center Pipeline

An increasing number of organizations now have limited resources and staff at their disposal due to consequences of the current macroeconomic climate. When you pair that with mounting support inquiries, it’s clear that many businesses are facing an efficiency mandate in order to survive.

Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

In an increasingly MAD world here are 5 rules for managing uncertainty

Beyond Philosophy

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science.

Tips & strategies to improve frontline agent experience


Agents play a significant role in customer satisfaction. Read this blog for tips and best practices to improve frontline agent experience, including effective onboarding, ongoing training and more

How to hold customer service employees accountable

Inside Customer Service

Accountability is difficult. Some managers want to avoid a confrontation. Others struggle with timing in a fast-paced environment. For a few managers, accountability discussions feel like the first step towards inevitably losing an employee. Have you tried replacing someone right now? It's hard.

Disruptive Disruptors Disrupting

Contact Center Pipeline

I know, I know. Last time you heard from me, in my January 2022 column in this magazine, I told you I was retiring. And I did. For the most part. I’ve found retirement to be quite liberating. There are no more Saddletree Research clients and I have no more contracted projects left to do. […].

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

In an Increasingly MAD World, Here Are 5 Rules for Managing Uncertainty

Beyond Philosophy

The world is crazy. There’s a war in Ukraine. The UK has a cost-of-living crisis as energy prices are rising, and loads of people are moving into fuel poverty. There’s inflation, strikes, and the looming threat of a recession and catastrophic climate change.

What Are You Thinking? How Executive Perception of the Contact Center Makes or Breaks Success


Blair Pleasant President & Principal Analyst, COMMfusion LLC. The direction of a company is largely determined by the vision of the executive suite. Look no further than the recent Twitter takeover by Elon Musk to see how much — and how quickly — leadership can pivot a company’s trajectory.

Evolution of Customer Experience in E-Commerce 2023


The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. Customers search for easy shopping solutions on clear, engaging websites.

Routing Right

Contact Center Pipeline

The French writer and editor, Jean-Baptiste Alphonse Karr, created this wonderful phrase “plus ça change, plus c’est la même chose,” which roughly translates to “the more things change, the more they stay the same.” I sometimes feel that way about contact centers.

Drips, Bots, and Blogs: A Non-Traditional Approach to Learning Reinforcement

Speaker: Shannon Tipton, Chief Learning Officer, Learning Rebels LLC

Today's work culture requires giving people the ability to control when and where they participate in their professional development. Learn how you can provide valuable, self-directed bites of learning content (and strategies to make that content stick) in this webinar!

We Asked Experts: Customer Service Trends of 2023


Customer service trends of 2023! Learn from the best ones and find out what support leaders see as the biggest challenge of the upcoming year. As we approach 2023, it’s time to reflect on everything you’ve learned and develop your strategy for next year.

What is a BPO and How Can It Improve Your Customer Experience?

Working Solutions Outsourcing

What is a BPO? BPO stands for Business Process Outsourcer If you are interested in taking your customer experience to another level, you may consider partnering with a Business Process Outsourcer (BPO).

What Smartphone Dialer is Best? Power & Smart Dialing Options


Not all smartphone dialers are created equal. At the core of any contact center, dialers perform various functions. The post What Smartphone Dialer is Best? Power & Smart Dialing Options appeared first on LiveVox. Omnichannel

5 Ways to Ensure Your Support Organization is Ready for the Holiday Rush


The holiday season is a busy time for every team, but the unsung heroes of the holiday season are without a doubt the service organization.

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & 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!

8 Knowledge Management Benefits That Tip The Scale for Businesses


Let me flash a little discovery of mine. Did you know that the human brain can process 11 billion bits of information every second? That’s quite impressive! From here, I would like to simulate a [ … ].

QR Code Playbook: How To Spread More Holiday Cheer


QR codes are a flexible marketing tool that can be used across all channels, from offline to online, and directly impact sales.

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Use DialogFlow Analytics And Training To Improve Your Chatbot Performance


Last Updated on November 18, 2022 Conversational experiences, where you talk to a system and the system talks back, can be difficult to build. If you have built a chatbot, or are considering building a chatbot, the name DialogFlow would have appeared right at the top of your Google Search bar.

Don’t Let a Process Get In the Way of Making Smart – Even Common Sense – Decisions

Shep Hyken

Here is another customer service horror story about a woman who was so fixated on a process that it almost cost her “customer” his life. . My friend Jerry went to the emergency room of his local hospital. He was in excruciating pain. Something in his abdominal area was not right.

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

A Complete Guide to Omnichannel Customer Service


A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. While offering just phone or email support was once accepted, consumers today expect far more.

WFM ROI: Why You Need Workforce Management Software Now


“Time is money” is a phrase attributed to Benjamin Franklin, first appearing in The American Instructor , a book published in 1748. For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. .

Rising Support Demand Reduces Revenue – State of Support Part 1


Support demand is rapidly and continuously increasing and few businesses are prepared to address the rising needs of their customers. According to TeamSupport’s State of Support report for 2022 , overall support demand is rising at an average rate of 11%.