Nicereply

MAY 4, 2022

Ecommerce support service is a key part of any business, especially eCommerce. But it’s more than just a customer service department.

Best practices 76

Best practices Self service Sales Education 76

Brad Cleveland

MAY 5, 2022

Customer service involves many variables. In this video, we’re going to look at customer service as a process. We’ll see where quality standards fit, and why improving processes is where you’ll make substantial progress. Your quality standards set the mark.

Quality management 28

Quality management Customer Service Contact Center Call Center 28

LiveVox

MAY 2, 2022

The call center is the hub of customer service in a company. That means that expectations for agent performance are high. Customers are calling in for a variety of issues or general queries and want to be treated well. If they have a poor experience then they are very likely to go elsewhere.

Metrics 83

Metrics Call Center Customer Service Management 83

Steve DiGioia

MAY 2, 2022

Ok, ok, so I’m a wrestling fan. So what? Maybe you are too. There are millions of us. And we watch it every week. I’ve been doing that since I was a teenager. I used to take the train from my home in Brooklyn, NY to Madison Square Garden in Manhattan each month to watch the matches in person.

Customer Service 248

Customer Service Entertainment Morale Scripts 248

Speaker: Nathan Hart, Dan Fenton & 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!

Customer Experience

Myra Golden Media

MAY 2, 2022

I sourced my subscribers for the most pressing de-escalation questions, and on Thursday, May 5th at 11:00 am ET, I’m answering questions live! Meet me there? Here’s the link for my live Q & A. Customer Experience Design

Customer Experience 156

Customer Experience 156

CCNG

MAY 4, 2022

The life of a contact center agent isn’t easy. It involves helping customer after customer with little to no recognition for taking on a difficult issue and finding a solution.

Agent burnout 195

Agent burnout CCNG Contact Center Call Center 195

Contact Center Pipeline

MAY 5, 2022

The demand for digital transformation is driving new investments and strategies aimed at modernizing today’s contact center, namely shifting functionalities to the cloud and leveraging artificial intelligence (AI).

Marketing 130

Marketing Technology Contact Center 130

Callminer

MAY 4, 2022

Continuous business performance improvement focuses on identifying areas of improvement, taking action and aligning those efforts with specific organizational goals. Read more in this blog

182

182

TechSee

MAY 1, 2022

There’s more than one reason for customer dissatisfaction – but basically, it boils down to understanding and meeting customer expectations. Definitely something companies strive to avoid.

Customer Experience 109

Customer Experience Wireless Feedback Surveys 109

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Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

Customer Service

Totango

MAY 6, 2022

Customer health score is one of the fastest and easiest ways to assess whether your SaaS customers are satisfied with your product and brand. Knowing this can help you evaluate churn risk and spot opportunities, empowering you to take appropriate action.

Metrics 97

Metrics Upselling Accountability Journey mapping 97

Contact Center Pipeline

MAY 4, 2022

Today’s businesses are dealing with many post-COVID-19 pandemic challenges that are impacting customer experience (CX). Like the global supply chain, which is a mess and about to get worse. People are buying more, but manufacturers and shippers are struggling to keep up and prices are increasing.

Virtual Agent 130

Virtual Agent Customer Service Chatbots Contact Center 130

Callminer

MAY 2, 2022

Delivering positive customer experience has always been a top concern for organizations. However, only recently have they had access to the tools needed to consistently improve CX at scale. Read more

Management 182

Management Customer Experience 182

Steve DiGioia

MAY 5, 2022

In today’s ever-competitive marketplace, businesses are always looking for the next big thing: What’s the latest fad/trend to follow or copy? What’s the hottest social media channel to spend our time on? How can we incorporate more technology into our business?

Customer Service 139

Customer Service Personalization Technology 139

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Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Shep Hyken

MAY 4, 2022

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” I was wearing a baseball cap with the St. Louis Blues Stanley Cup Championship logo.

Airlines 95

Airlines Personalization Customer Experience Customer Service 95

Contact Center Pipeline

MAY 3, 2022

Know what I love best about the contact center industry? It is as relevant and as important today as ever. We are continuously challenged to find better processes to improve our customer experiences and employee successes. We tackle many of these issues this month. We discuss a topic that is on everyone’s minds these days, […]. Inside The Issue call center contact center

Contact Center 100

Contact Center Customer Experience Call Center 100

Cyara

MAY 4, 2022

Designing optimal IVR journeys can help you strike a balance between call containment and CX goals. Or ganizations are transforming the customer experience (CX) in real-time.

Self service 93

Self service Customer Experience 93

Kayako

MAY 4, 2022

The 2020 shutdowns of the COVID-19 pandemic pushed people into more virtual interactions than ever before. At the same time, emotions were running high worldwide. For customers, the quality of digital experiences became very important, a trend that is continuing into the post-pandemic era.

Customer Experience 89

Customer Experience Self service Advertising Customer Service 89

Advertiser: Vanilla Forums

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.

Gamification

Totango

MAY 2, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform.

Finance 90

Finance Enterprise Best practices Accountability 90

Shep Hyken

MAY 3, 2022

Customer Service and Issue Centricity. Empowering Customer Support Agents with Data. Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa , the groundbreaking conversational customer service platform.

Upselling 86

Upselling Self service Best practices Customer Support 86

Education Services Group

MAY 6, 2022

The Reason. The year is 2008 and I just turned 18 a few months back; I’m still living at home with both my parents and my two brothers—I’m the middle child (if you hadn’t guessed that already).

Education 83

Education Best practices Personalization Customer retention 83

NobelBiz

MAY 2, 2022

If you're running a call center, you know that good call routing is the difference between keeping your customers happy and having them hang up on you.

Contact Center 83

Contact Center Call Center Telecommunications contact center solutions 83

Advertiser: ZoomInfo

Successfully complete the five stages of ABM: define, identify, engage, convert, and connect. We’ll show you how to create a unified system with your sales team to help them land more qualified opportunities and connect with prospects like never before.

Accountability

A Better Answer

MAY 2, 2022

Blog Answering Service

Answering services 83

Answering services Management 83

Comm100

MAY 4, 2022

Credit union member expectations are changing and changing fast. While telephone and email were once the go-to support channels, today’s members now expect more. The only way to keep up and meet these expectations is through digital transformation.

Banking 79

Banking Wait times Personalization Chatbots 79

Guru

MAY 6, 2022

When Guru opened our Hub Offices in July 2021 (before the vast majority of our friends in tech) we knew there would be growing pains in the adjustment period.

76

76

Helpware

MAY 5, 2022

A lot has changed since the 1990s dot com boom. Technology has improved dramatically (think: internet of things, cloud technologies, and artificial intelligence), offering convenience and efficiency to consumers.

Technology 74

Technology 74

Speaker: Rana Gujral, CEO at Behavioral Signals

Automation can enhance productivity, management of volume, and leave agents with more energy to focus on meeting customers where they are. But how, exactly? Join Rana Gujral, CEO at Behavioral Signals, to learn the best ways to apply automation most efficiently.

Management

TeamSupport

MAY 2, 2022

What makes customer support software great? These solutions require more than just dedicated customer support teams – without the necessary features, a ticketing software solution is hampering your efforts.

Chatbots 74

Chatbots Customer Support Service level Customer Service 74

Enghouse Interactive

MAY 2, 2022

contact center solutions 72

contact center solutions Self service Contact Center Quality management 72

ChurnZero

MAY 6, 2022

Did you know ChurnZero CEO and co-founder You Mon Tsang built and exited three companies before starting ChurnZero? Suffice to say, he knows a thing or two about how to take an idea and turn it into a successful business. You Mon joined the CHURN.FM

B2B 70

B2B B2C SaaS Metrics 70