Sat.Mar 07, 2020 - Fri.Mar 13, 2020

What Does Customer Experience Look Like in the World of Coronavirus?

inmoment

We’re getting lots of emails these days from airlines, restaurants, schools, and grocery stores—and they’re not survey invitations!

Use Agent Voice DNA to Improve Contact Center Hiring Results

Contact Center Pipeline

Providing a good customer service experience is more important than ever. One bad experience over the phone can lead to bad reviews, criticism on social media, and—the worst scenario—loss of business.

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The ROI of Contact Center Benchmarking

Transparent BPO

“If you can’t measure it, you can’t improve it.”

Why Knowledge Management is Critical for Remote Teams

Guru

You slam the snooze button. “I’ve I’ve got another fifteen minutes,” you tell yourself. You’re working from home today. No sweaty subway ride. No bumper to bumper traffic. And, as an added bonus, you can even stay in your Frozen pajama pants (side note: this author’s cover is now blown).

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!

Are You Making This BIG Mistake?

Beyond Philosophy

Have you ever made a snap judgment about another person only to discover you were wrong? I have. Psychologists call this a Fundamental Attribution Error (FAE), and it can wreak havoc on your customer-driven growth. .

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Building the Business Case for Contact Center Improvements

NICE inContact

Even for the most obvious investments that drive improvements to your business; the process of building consensus, addressing cultural change and locking down an airtight business case can be troublesome even for the most seasoned business leader.

The Employee Experience Starts with the Hiring Process

ShepHyken

Every company wants to have good employees. More importantly, they also want the right employees. There’s a difference. The smartest person in the world may not end up being a good cultural fit for a company.

Everything’s On Script: The Advantages of Custom Phone Scripts

TeleDirect

Does your call center rely on improvisation? Could your contact platform use a communication protocol that’s more in line with your products, services, and overall brand message? Custom call scripts can help.

Building a Strong Foundation for Employee Engagement

Monet Software

5 Basics Every Call Center Must Get Right. Employee engagement is a powerful force. An engaged workforce is associated with better customer retention, lower turnover, greater productivity and among publicly traded companies, even higher stock price.

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!

Are Microskills the Key to Surviving the Bots?

Contact Center Pipeline

As the next decade is upon us, we should all take a minute to understand the big trends that are going to impact our contact centers. Do you have anxiety about the bots? More broadly, are you thinking about how technology will impact how business is conducted in the contact center?

Guest Post: 5 Ways a Ticketing System Empowers CS Teams to Build a Delightful Experience

ShepHyken

This week we feature an article by Dwayne Charrington , a technical writer currently associated with ProProfs Help Desk. He shares the benefits of incorporating a help desk ticketing system into your business. Experience-led businesses have 1.7x higher customer retention, 1.9x return on spend, and 1.6x

Call Center Regulatory Compliance

Callminer

Accommodating regulatory guidelines and remaining compliant with strict mandates can be tough for any call center organization to do. As communication technologies continue to evolve, so too do the various threats that target them.

Are You Making This Big Mistake?

Beyond Philosophy

We all misjudge other people’s motivations at times. The academic term for it is a Fundamental Attribution Error (FAE). An FAE describes how we misinterpret our limitations and the motivations of others and how we mistakenly attribute successes and failures for ourselves and others.

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!

23 Service Improvement Tactics That Work (Number 4 Is My Favorite)

Steve DiGioia

Reevaluation. It’s a tried and true method to improve your customer service. But how many use this often enough to benefit from its findings? Good question.

5 Top Customer Service Articles For the Week of March 9, 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.

Executive Interview with LogMeIn’s Ryan Lester

Contact Center Pipeline

We have all used your products for many years. I am thrilled to have the opportunity to sit down and discuss the organization behind these solutions. You have enabled our abilities to work remotely and securely. (I I even shredded my cheatsheet of passwords for your product!

Remote assistance: protecting customers and employees from coronavirus

TechSee

To mitigate the impact of crises such as natural disasters, epidemics and terror attacks, leading companies are adopting innovative remote assistance methods to address the safety concerns of their employees and customers.

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.

Omnichannel Customer Engagement 101: Every Business Owner Should Know

ProProfs Blog

Did you know that 64% of modern consumers care less about the price if they are getting the best customer experience? As a result, companies are adopting a customer-centric approach to find out what customers like and what they don’t. This has made modern buyers highly demanding. .

Guest Post: 5 Ways a Ticketing System Empowers CS Teams to Build a Delightful Experience

ShepHyken

This week we feature an article by Dwayne Charrington , a technical writer currently associated with ProProfs Help Desk. He shares the benefits of incorporating a help desk ticketing system into your business. Experience-led businesses have 1.7x higher customer retention, 1.9x return on spend, and 1.6x

How to Use Guru to Transition to Remote Work

Guru

We know that with the COVID-19 pandemic , there’s been a massive, sudden shift to remote work. As with any sudden change, there are a lot of moving pieces — and a lot of questions. It’s critical for both the well-being of your employees and the continuity of your business to reduce confusion.

What is the Difference Between Digital Experience and CX?

GetFeedback

The relationship between digital experience and CX explained. We break down the role DX plays in CX and why it matters for brands who want to grow in the experience economy. Articles

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How a Community of Practice Can Support Your Customers

Speaker: Georgina Cannie, Online Community Lead, Pragmatic Institute

Join Vanilla Forums on Thursday, July 9th 2020 at 12 PM ET for a webinar led by Georgina Cannie, Head of the Pragmatic Alumni Community for Pragmatic Institute, as she explores how Online Customer Support Communities can incorporate CoP programs.

How to Use Customer Success Analytics to Your Advantage

Totango

Using customer data to illuminate the road ahead is always going to be far more effective than winging it or blindly assuming that what has worked in the past will continue to work in the future.

Amazing Business Radio: Rupesh Patel

ShepHyken

The Secret to Getting Customer Reviews. The Strategy Behind Getting and Utilizing Customer Feedback. Shep Hyken interviews Rupesh Patel. They discuss the importance of customer feedback and strategies for getting positive reviews.

Who owns the customer experience anyway?

Taylor Reach Group

By Patricia Ballantyne. Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up.

Airline Communication Amid Coronavirus - Any Lessons?

Teresa Allen

As a customer service speaker, I am a frequent traveler on multiple airlines. Over the past week, I have received communication from several airlines re changes in policies amid the Coronavirus spread.

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.

Tethr responds to COVID-19 outbreak

Tethr

Tethr continues to monitor the fast-moving developments regarding the COVID-19 epidemic. We have a Business Continuity Plan in place to reiterate Tethr’s dedication to our customers; uninterrupted, secure and resilient service being part of that commitment.

Guest Post: 5 Ways a Ticketing System Empowers CS Teams to Build a Delightful Experience

ShepHyken

This week we feature an article by Dwayne Charrington , a technical writer currently associated with ProProfs Help Desk. He shares the benefits of incorporating a help desk ticketing system into your business. Experience-led businesses have 1.7x higher customer retention, 1.9x return on spend, and 1.6x

Overcoming customer self-service obstacles

TELUS International

Customer Service Channels