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.

5 Ways to Use Customer Personas in Your Support Strategy

Nicereply

When you speak to your customers in the ways that make the most sense to them, you cultivate a sense of trust. Trust grows to loyalty, and loyalty is the king of customer experience. How well do you know your customers? If you work in support you might think you know them better than anyone.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

The Complete Glossary of Common Customer Service & Support Lingos

ProProfs Blog

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.

APIs 78

How to Measure Customer Retention

ShepHyken

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.

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!

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.

More Trending

Everything You Need to Know to Succeed in Customer Experience

GetFeedback

What it really takes to succeed in running a cross-functional CX program. Articles

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.

Three ways to intertwine EX and CX

Tethr

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.

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

ShepHyken

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.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Let Me Help You De-escalate Intense Interactions During the Stressful COVID-19 Times

Myra Golden Media

I was just on my YouTube channel reading comments. Andrea’s comment made me put down my cup of tea – “I am struggling. Sometimes I get cursed out five or six times back to back. I’m starting to sound like a robot.

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.

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.

Amazing Business Radio: Martha Brooke

ShepHyken

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.

B2B 177

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

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?

The Central Role of AI in Multiexperience CX

TechSee

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).

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.

5 Top Customer Service Articles For the Week of June 22, 2020

ShepHyken

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.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Inspiration and Hope - That's All We Need

CustomerServ

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.

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

elizabeth.magill@cyara.com (Elizabeth Magill | Senior Director, Product Marketing)

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.

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

Totango

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.

SaaS 83

How PartnerHero Maintains Industry Leading Support Quality [Podcast]

Nicereply

A successful program needs to address the perception of undue oversight on your team and to follow a meaningful marking rubric.

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

How to Build Better Customer Relations: 7 Insightful Tips

HelpCrunch

Modern consumers take an interest in advanced product features, how you sell them, and what happens after they buy stuff. They’re the driving force for brands today with a much greater impact than ever. 54% [ … ].

10 Ways to Immediately Improve Your Customer Centricity

C3Centricity

We all know that customer centricity is essential; even more so these days with the lockdown in most countries due to the pandemic. Now more than ever, businesses need to put their customers clearly at the heart of their organisation.

How to maximize your digital transformation despite the pandemic

TELUS International

120
120

The 60 Best Customer Experience Quotes

Lumoa

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

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.

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

Nuance

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.

When working from home really works

5CA

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

Hero Digital named an Adobe Platinum Solution Partner

Hero Digital

Hero Digital , the leading independent customer experience company, has been selected as one of only 35 Adobe Platinum Solution Partners worldwide.