Sat.Feb 15, 2020 - Fri.Feb 21, 2020

What Is: Telephone Echo


Telephone Echo. What is Telephone Echo? What causes Telephone Echo? What is Echo Cancellation? What is Telephone Echo? Echo is a headache and frustration that often invades telephone communications. Echo is the phenomenon wherein speakers hear their own voice echoed back after a brief delay.

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Operational Challenges in the Call Center Industry


There are numerous issues for which call center managers and leaders must account in running a successful customer support operation.

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Where AI Meets CX: How Conversational Commerce Effects Customer-Driven Growth

Beyond Philosophy

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. To understand how it requires a better understanding of what the inventor of the hashtag Chris Messina’s calls Conversational Commerce.

Predictive CX Trends for Both Customer and Business Success

Contact Center Pipeline

For years we’ve been obsessing over meeting the customer’s every need, answering every question, and simplifying every interaction. And yet we’ve largely overlooked a fundamental aspect of good customer experience (CX): solving problems before they occur.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

Self-service, AI Chatbots, Knowledge Management – How to Evaluate their ROI


Customer self-service ROI. When monitoring the performance of a self-service initiative, there are a variety of different KPIs to keep track of in order to allow ROI to be measured.

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7 Steps to Unbeatable Customer Service Management


Check these 7 elements of topnotch customer service management to make sure you're nailing it. The post 7 Steps to Unbeatable Customer Service Management appeared first on HelpCrunch blog. Customer service

Guest Post: 5 Strategies for Mastering Customer Experience at the Point of Sale


This week we feature an article by Mathew Cooper, a Content Marketing Head at POS Plaza. He shares tactics to help ensure a point-of-sale system will enhance the customer experience.

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The Top 7 Customer Success Trends for 2020


As the digitization of the marketplace reaches near-saturation, organizations will compete for customers based on value derived—and this will be driven by customer success.

Seven Ways to Optimize Your Existing Service Channels

Toister Performance Solutions

I always call to order pizza. My favorite pizza place, Mountain Mike's , has an online ordering system. But that would require me to create an account, remember a password, and click through a bunch of options each time I wanted to place an order.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

The hidden success for brands in the future

Beyond Philosophy

Where AI Meets CX: The Remarkable Future for Humanizing Brands. Artificial Intelligence (AI) will transform the customer experience in many ways in the coming years. One area that we see interesting applications of AI Technology is the brand personification and social media management.

Amazing Business Radio: Claire Sporton


The Customer Experience Revolution. How to Fish the “Big Data Lake” for Customer Experience Insights. Shep Hyken interviews Claire Sporton.

Operation Social Media… 2020

Contact Center Pipeline

Here we are… welcome to 2020! We have just completed the second decade of this new millennium. Change” is the best word to describe the overarching force as we kick off another new year. Change and learning go hand in hand and some lessons are deeper and more meaningful than others.

How to Choose the Best Help Desk Software for an SMB?

ProProfs Blog

Every company deploys the best customer support team, but what really matters is how they deal with customer issues. . You, too, must have a hardworking customer support team, isn’t it? But, as a small business, is that enough? .

A New Segmentation Model for Customer Onboarding

In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Moving VOC to the center of the enterprise once and for all


The genuine voice of your customers should be the center of your strategy. AI-powered speech analytics deliver valuable insights so that organizations can observe solid results across the enterprise. This makes for happy customers, employees, shareholders and leaders.

5 Top Customer Service Articles For the Week of February 17, 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.

Meet Lori Bocklund: Our February 2020 Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s AUTHOR WALL OF FAME Lori Bocklund is President of Strategic Contact, an independent consulting firm that helps companies optimize the value of their customer contact technology and operations.

11 Live Chat Mistakes You’re Making and How to Avoid Them

ProProfs Blog

I love using live chat because it’s simple, easy, and helps me get a solution instantly. But what about you out there, reading this? Has it leveled up your customer support process?

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Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

The difference between transactional surveys and relationship surveys


There are two types of surveys: relationship surveys and transactional surveys. Relationship surveys measure the overall health of your relationship with your customers. Transactional surveys are used when measuring something about a specific interaction with a customer. Feed generated with FetchRSS

The Cult of Amazement


In the updated and revised edition of The Cult of the Customer , I cover the concept of amazement. This may be old news to my followers, but it is worth repeating. Amazement does not come from a WOW or over-the-top experience. Those happen on occasion, especially when problems are handled well.

What Should Be On My Customer Service Job Résumé?

Customers That Stick

What should be on my customer service job resume? I’m going to answer this in one word. Passion.

Measure Customer Loyalty With NPS in Salesforce


The reasons you should use NPS, and our three pillars for improving your NPS program with the GetFeedback Salesforce integration. Articles


How Communities Can Supercharge Your Business, Brand and Teams

Speaker: Jono Bacon, Community Expert and 'People Powered' Author

There is a growing trend in companies seeing the value of building communities for their customers and users. Sephora, Harley Davidson and many more have driven enormous success with their communities. Doing this well is tricky though. How do you know where to start, what goals you should start with, and how to track your success? Join Vanilla Forums on Tuesday, April 7 at 12:00 p.m. ET to hear from community strategy consultant and author of People Powered, Jono Bacon.

A Better and More Collaborative Guru


product updates


Time is of the Essence: Keep customers waiting at your peril


Today’s consumer is busier than ever. Digital technology hasn’t just made instant communication possible, consumers have come to expect it.

The Non-Designer’s Design Book by Robin Williams (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at The Non-Designer’s Design Book by Robin Williams. Check out the video below to hear Adam’s one win that you can take away from The Non-Designer’s Design Book to improve your organization’s customer experience and customer service.

Measure Customer Loyalty With NPS in Salesforce


You can learn a lot about your customers by asking one simple question: On a scale of 1-10, how likely are you to recommend us? . This question is the most basic NPS question and it can yield powerful insights about customer loyalty at key stages of the customer journey.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.