Sat.Oct 29, 2022 - Fri.Nov 04, 2022

Seven CX solutions: tips and best practices for improving CX in the contact center


Read this blog for seven tips and best practices for improving CX in the contact center

Five Ways to Make Customers Feel Special

Shep Hyken

An important goal of a good customer experience is to make the customer feel special. That special feeling can come in many different forms.


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Why Your Contact Center Needs A Remote Work Policy?


If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. But one thing many contact centers are missing is a remote work company policy.

Call Center Management: Everything You Need to Know


Working to manage a call center has many moving parts and can often create a feeling of drinking from a firehose for those who are newer to a managerial role.

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.

The Essential Chatbot Success Metrics


Chatbots have steadily grown in popularity to become a key component of customer service today. With an AI chatbot in place, organizations can resolve as much as 91% of chats without involving a human agent.

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Avoiding Burnout – Tips from Cyarans


We've all been there. You're stressed out from work, whether it’s working from home or at the office, school, caring for a family member -and everything else life is throwing at you these days - you can't think straight!


How outsourcing order taking process Helps You Meet Demand for business

Blueship Call Center

The streamlined product sales will be ensured by outsourcing order taking process to a contact center provider, allowing your firm to concentrate on marketing the product and expanding the brand/business.

Ready to Boost Customer Retention? 3 Tips That Can Help! 


Over the years, customer success manager roles have expanded to include many different responsibilities. Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance.

Customer Journey Map: Tips for Using This Tool for Your Advantage


Customers are the greatest, most indispensable aspect of any company. It doesn’t matter how big you are or how promising your product is—without them, you cease to exist.

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.

The H.U.M.A.N.E approach to CX: Six steps for improving customer interactions with AI


As artificial intelligence becomes more advanced and accessible, it is essential to employ both human service and automation in the contact center. Read on for steps to balance your CX approach

FEAR! One of the greatest marketing motivators of human behavior

Beyond Philosophy

Neither of us is much of a runner. In fact, to get us to run with any kind of speed would require some motivation—like a tiger chasing us. That’s because fear is a powerful motivator. Fear is also a powerful tool for marketers to get customers or potential customers to care about something.

If You Manage To Averages You’ll Never Be Better Than Average


Many Contact Centers use metrics of averages to base decisions, i.e.: Average handle time (AHT) Average cost-per-contact (ACC) Customer Satisfaction (CSAT) Averages have their place in management decision-making, but they cannot be overly relied upon.

CCNG 195

Steering around the Staffing Rapids

Contact Center Pipeline

Navigating the legal landscape has always been challenging for employers in the contact center industry, but a wave of new laws affecting hiring and management practices will complicate matters further.

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.

14 Best Customer Service Blogs to Follow in 2022


Learning is crucial to our very existence. Just like our bodies require food to nourish, our minds need information and continued learning to stay nutrient. That is why, even when we become more experienced, we [ … ].

FEAR! One of the Greatest Marketing Motivators of Human Behavior

Beyond Philosophy

Fear is a powerful motivator for what we do. It is also a powerful tool for marketing. So, with Halloween coming up, we decided we would dive deeper into why this is and why it works to get people to do things. Some of the reasons might, well, scare you.

Analyze your conversations faster with AutoLearn


Tethr’s newest machine learning capabilities enables you to build structured insights with incredible ease, speed and accuracy. Speech analytics and conversation intelligence platforms help companies understand their customer experience.

Vendor Roundtable: Multiple Channels, Challenges, and Opportunities

Contact Center Pipeline

There has always been, and will continue to be, a blend of predictability and unpredictability when managing inbound customer contacts.

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!

Omnichannel Support: The What and How Behind It


Quite a story occurred to me the other day. I wanted to order a power bank from an online store and went over the whole Internet with a fine-tooth comb. The one that I needed [ … ]. The post Omnichannel Support: The What and How Behind It appeared first on HelpCrunch blog. Support

The Basics of an HVAC Call Answering for Service Techs.

Call Experts

An HVAC call answering for your business is an excellent way to improve efficiency and reduce churn. Answering phone calls can save your employees’ time and stop them from providing services in the field, which can cost you real money.

What is the role of customer experience in the telecoms industry entering 2023?


Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023.

Customer Retention Rate Formula and Free Calculator


The Customer Retention Rate formula, what goes into it and download a free Customer Retention Rate calculator. The post Customer Retention Rate Formula and Free Calculator appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe. Customer Lifetime Value Customer Feedback

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!

How to Provide Top Customer Service with a Shared Inbox?


Despite the variety of communication channels that are available today, customers still prefer email to all other technologies. In fact, two in every three people consider email the easiest way to reach out to businesses. [ … ]. The post How to Provide Top Customer Service with a Shared Inbox?

U.S. Based Call Center Becomes National Leader in Customer Service

Ambs Call Center

JACKSON, MICHIGAN, UNITED STATES, November 1, 2022 / / -- Ambs Call Center is an award-winning call center company that has been in business since 1932.

Qualtrics Announces Consumer Trends That Will Shape 2023

CSM Magazine

Consumers are increasingly seeking a human connection in their interactions with brands, according to Qualtrics 2023 Global Consumer Trends Report. In fact, talking to a helpful, empathetic service agent matters more to customers than having a short wait time.

Bringing Humour and Joy into Work with Erin Skillen

Russel Lolacher

In this episode of Relationships at Work, Russel chats with workplace culture consultant Erin Skillen on the importance of bringing and keeping humour and joy in the workplace.

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!

Amazing Business Radio: Tim Hughes

Shep Hyken

Serve and Sell Your Customers with An Amazing Digital CX. Creating the Digital Experience That Builds Trust with Your Customers. Shep Hyken interviews Tim Hughes, co-Founder and CEO of DLA Ignite , and co-author of Social Selling: Techniques to Influence Buyers and Changemakers.

The Role of Company Culture in Employee Engagement 


You know the adage, “happy employees = happy customers.” ” This notion has always been true but is becoming the foundation of many organizations’ broader strategies for driving long-term growth.

Tipping Point Pressure: 60% Of Customer Service Managers Say This Will Be the “Toughest Winter Yet”

CSM Magazine

Sixty percent of customer service managers say it’s going to be “the toughest winter yet” as they worry about losing customers in the run up to the holidays.