Sat.May 07, 2022 - Fri.May 13, 2022

Optimizing Self-Service: 4 Lessons Learned from Our Chatbot Journey

Customer Service Life

Source: Pixabay. This article was originally published on CustomerThink and is being reposted with the permission of the editor. Almost exactly a year ago, I published a column titled How to Optimize Zendesk to Deliver Both Effective and Efficient Customer Support.

Who Is Today's Call Center Agent?


Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home.

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The New Resource for Contact Center Staffing

Contact Center Pipeline

Contact center labor markets are tight. Employees are re-imagining and re-engineering their lifestyles, their perspectives, and their prospects for shaping their careers. It’s a pretty exciting time for them.

Are you a CX Champ or Chump?

Myra Golden Media

We all know a few customer experience Chumps—they talk a big game but don’t actually deliver on excellent customer experience. On the other hand, CX Champs understand that customer experience is a team sport and takes a lot of different elements.

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!

Discovering Hidden Customer Insights in New Places is Critical for Future Success!

Beyond Philosophy

Customer Science is an exciting new variant of Customer Experience. One of the crucial ways that the science is more powerful is the quality of the customer data you feed into the process. So, the question becomes, how complete is the data you would feed into the scientific process?

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Having That DE&I Conversation…

Contact Center Pipeline

I feel like I talk about the topic of diversity, equity, and inclusion (DE&I) more than I care to. Not because it’s not an important topic or even because I’m not passionate about it (because if truth be told it’s one of the main reasons why my company, Solid Rock Consulting, even exists today).

The Importance of Customer Self Service Portal


In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied.

Discovering Hidden Customer Insights in New Places is Critical for Future Success!

Beyond Philosophy

Customer Science is a vital part of any organization’s future success with their customer experience. The combination of AI, behavioral sciences, and data is a powerful way to gain insight into your customers behavior so you can provide a proactive and perfect experience for them.

Six Best Customer Engagement Platform Tools for Onboarding in 2022


Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth.

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.

Four Reasons Why Training Today Is Failing Employees

Contact Center Pipeline

Today’s model for training, educating, and preparing our workforce is broken. The rapid acceleration of technology and changing workforce calls for something new. Workers today are disengaged and unprepared for work. But there are ways to fix that.

Announcing the Winners of the 2022 CX Excellence Awards


Customer experience is no longer just a buzzword. It’s become the foundation upon which companies practice their businesses. Brands that go the extra mile to make life easier for their customers have seen the immense payoff in the form of long-term customer loyalty.

6 Customer Service Tips for a Startup Business

A Better Answer

The challenges facing small businesses are similar to any other — the difference is, they have to address them with smaller teams and fewer resources. They need to be creative in solving any emerging issues without compromising quality customer service.

Find Out What It Takes to Become a Good Team Leader

CSM Magazine

Leadership is a skill that can be learned and developed over time. It takes hard work, dedication, and a willingness to learn from your mistakes. A visit to [link] shows how keen people are to learn from people who are successful at things like leadership, marketing, and real estate.

Should Customer Marketing Align with Customer Success?

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Download the free ebook now!

How to Protect Your VoIP Communications & Customers from Phone Fraud?


How to Protect Your VoIP Communications & Customers from Phone Fraud There's a significant need for better phone fraud prevention and detection tools in the industry. We hear it every day. AVOXI is committed to providing businesses (and their customers) a better, more secure calling experience.

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How to Import with Section 321

Joe Rawlinson

Entrepreneurs running an online business in the US walk a fine line between making substantial profit and barely scraping by. And between supply chain issues, economic fluctuations, and import tariffs, it can be a hard line to walk. However, that doesn’t mean it can’t be done.

Ensuring Business Continuity with a DRaaS Solution for Rinchem


Rinchem Company, Inc. is a chemical management solutions provider with proven expertise in creating and managing safe and efficient supply chains for high purity, pre-packaged chemicals and gases.

Top Customer Engagement Tips for Retaining Executive Stakeholders


A customer engagement strategy is critical for retaining and growing SaaS clients. It’s especially important to engage executives and stakeholders to ensure retention.

Why Product Led Growth is a Customer Success Responsibility

Product Led Growth is fast become a leading business driver in the SaaS world. Find out why your organization should be implementing a product-led growth strategy today, and why customer success should lead it. Download this eBook to learn more!

UIFN vs ITFS: Which Is Right for Your Business?


UIFN vs ITFS: Which Is Right for Your Business? So you want a toll free number to expand your business into a new market? UIFN and ITFS phone numbers work on a global scale, but how do you choose? We'll help you determine which virtual number is the right fit for your business operations.

What is a VoIP System?


Legacy phone systems can hold a business back more than people may realize. Many customers still prefer to contact a company over the phone, or it may be the only option they have.

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Protecting Your Credit Union Members From Fraud Starts in the Contact Center


Even though credit unions present a variety of attractive attack surfaces for fraudulent actors and hackers, you can minimize the risk to employees and members with the right contact center solution … one that has proper security features baked in.

The four CX pillars that every Customer Success leader should know with ChurnZero Chief Customer Officer Abby Hammer


When’s the right time to add Customer Success operations? How do you make product and Customer Success work better together? What’s the most effective way to gather customer feedback? Tackling these questions is tough for even the most seasoned Customer Success leader.

How Self-Service Can Drive Down Costs and Improve CX

Best-selling author and customer experience thought leader Blake Morgan has created a new ebook on why offering self-service should be your focus. Self-service can improve customer experience and simultaneously drive down costs.

Finding the Path to Digital Transformation With MADM


Whether you started your digital transformation to support working at home during COVID-19, to improve customer experience, or to more quickly adapt to the market, there is no doubt this path can be difficult and confusing at times.

Amazing Business Radio: Dennis Yu

Shep Hyken

The Ultimate TikTok Guide for Business . How to Use TikTok for Marketing and Customer Service. Shep Hyken interviews Dennis Yu, CEO BlitzMetrics and author of The Definitive Guide to TikTok Advertising: How to Access 1 Billion People in 10 Minutes!

Announcing the Winners of the 2022 CX Excellence Awards


Customer experience is no longer just a buzzword. It’s become the foundation upon which companies practice their businesses. Brands that go the extra mile to make life easier for their customers have seen the immense payoff in the form of long-term customer loyalty.

Reasons Why Your Company Needs Multilingual Customer Support


The digital economy has ushered in a new phase of globalization and is, as expressed by the World Economic Forum , "becoming a force to be reckoned with through e-commerce and digital services."

How to Prevent Brand Ambassador Burnout

Speaker: Kristi Faltorusso, VP of Customer Success at ClientSuccess

Your brand ambassadors are massively important to your business, actively promoting your brand and encouraging new business. But repeatedly requesting advocacy efforts from customers can lead to burnout and dissatisfaction. You need to avoid this at all costs! Learn how in this free webinar.

Your First 100 Days as an Account Management Leader Part 1: How to Create a KAM Process


Developing a strong key account management team can be a significant asset for your business. But strategic and key account management teams won't just emerge from your sales and AM department fully formed and ready to grow revenue or build multi-year client relationships.

Would You Rather Clean a Toilet Than Call Customer Support??

Shep Hyken

That’s exactly what we asked more than 1,000 consumers for our 2022 annual customer service research report. The answer: 42% of customers would rather clean a toilet! . Is calling customer support so bad that cleaning a toilet is more desirable?

National Nurses Week: How can we better support the nurses that work so hard to care for us?


This National Nurses Week (and International Nurses Day), I want to talk about how the technology community can come together to give our nurses the support they need to embrace the joys of working in healthcare.