Sat.May 28, 2022 - Fri.Jun 03, 2022

5 Customer Support Trends that are Effectively Changing Customer Experience

Helpware

A study of customer support trends shows that enhancing the overall experience is a key business differentiating factor. Companies realize that it's no longer enough to offer the best service or product. Customers’ feelings about their overall interactions with the company may be more important.

Building a Human Experience in the Contact Center

Contact Center Pipeline

For many businesses, the contact center is the primary point for customer interactions, yet COVID-19 has forced these businesses to rethink their sales and service models.

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Do Your Customers Trust You? Here Are Four Secrets to Discover What They Really Think

Beyond Philosophy

How do you know if someone trusts you? Is it how they talk to you? How much time do they spend with you? What do they say about you when you aren’t around? We might argue the answer is D, all of the above. Plus, there are many other behaviors people have that indicate they trust you.

4 eras of AI innovation in conversation intelligence

Callminer

Want to know more about AI’s role in conversation intelligence? This blog looks at four eras of AI and the impact they’ve made on customer-centric companies

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!

What is your recommendation on how often to apologize and what to apologize for?

Myra Golden Media

Here’s a smart question from Trisha, one of my email subscribers. I work with a team that provides email support. I have seen a trend that I’m not sure how to address. When de-escalating through email, they often apologize two to four times within a single interaction.

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Do Your Customers Trust You? Here Are Four Secrets to Discover What They Really Think

Beyond Philosophy

How do you know if someone trusts you? Is it what they share with you? How do they spend their time with you? Is it the language they use when talking about you or what they do when you aren’t around? I would argue it’s all of the above.

Contact Center Pipeline Magazine: Inside Our June 2022 Issue

Contact Center Pipeline

Remote Work. Work from Home. Work from Anywhere. We have been covering this issue for a while now. Many organizations embraced remote work teams prior to Covid, but what an acceleration we saw!

Technical basics series: The singular value decomposition (SVD) 101

Callminer

Singular value decomposition (SVD) is important to data science, as it provides a ranking of features stored by a matrix. The CallMiner Research Lab team explores several SVD applications

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The Role of Research on CX Operations & Customer Experience Best Practices

COPC

The COPC Customer Experience (CX) Standard is the most established and accepted performance management system. The latest updates, announced in August 2021, reflect the growing use of digital support technologies and consider the service journey as a whole.

A Strategic Guide to Community Gamification

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.

Feedback Narcissism

Shep Hyken

The word narcissism is seldom used in a positive way. Google narcissism and you find the definition from Oxford Languages is “ an excessive interest in or admiration of oneself and one’s physical appearance. ”

Six Customer Success Email Templates to Save Your CS Team Time

Totango

Customer success email templates form a foundation for effective CS automation. While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies.

Rants of a Customer Success Analyst: Crocheting Chains – Customer Health Scores

Education Services Group

The Reason. Well… we’ve officially entered June—the final month of our second quarter here at ESG, and the final month of this series. For those of you who are still with me and are continuing to read and find value in these rants, thank you.

Build Your Business Around Why You Breathe Every Day, with Christa Heibel

NobelBiz

Steve Bederman joined CH Consulting Group Founder and CEO Christa Heibel for an intimate conversation about their experiences spanning more than 20 years in the contact center industry core values, the slow tech adoption in the industry and the influence of consulting for contact center success.

Should Customer Marketing Align with Customer Success?

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Download the free ebook now!

AMREF Health Africa Automatically Resolved Over 63% Their Incoming Queries

kommunicate

Last Updated on June 2, 2022 About AMREF African Medical and Research Foundation (AMREF) is one of Africa’s largest non governmental healthcare organisations, headquartered in Nairobi, Kenya.

How long does it take to set up a WFM system in 2022?

Injixo

A question that new injixo customers frequently ask us is “how quickly will I get up to speed with injixo?” That’s a great question! Just like any other software application, WFM is a case of “no pain, no gain”.

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Developing a Hybrid Cloud Strategy for First Premier Bank

ConvergeOne

A privately held bank, First Premier Bank is the twelfth largest issuer of credit cards in the United States.

Does Your Call Center Have a Plan for Quality Assurance?

Cyara

CX Defects and Failures Present Real Risks To Your Business. In call center customer service, quality isn’t always a given. In fact, it can be downright elusive. Just ask anyone who’s had to call their utility company or cellphone provider recently. But that doesn’t mean it’s unattainable.

Why Product Led Growth is a Customer Success Responsibility

Product Led Growth is fast become a leading business driver in the SaaS world. Find out why your organization should be implementing a product-led growth strategy today, and why customer success should lead it. Download this eBook to learn more!

Designing and Structuring Content for the End-User

Guru

As a Customer Marketing Manager at Guru, I get the opportunity to talk to a lot of our clients during Deep Dives and through our community. Whether I’m hearing about Guru’s role in company growth or how people discovered us, I’m always amazed at the different ways people use our tool.

Simplify Business Reviews with Totango’s Presentation Builder

Totango

Many organizations rely on quarterly business reviews (QBRs) as their dedicated opportunity to check in with customers and ensure their needs are being met.

3 Ways to Drive Inclusive Agent Engagement

Fonolo

Two years of sporadic lockdowns have opened up the hiring landscape to more diverse workers, so it’s crucial to ensure you focus on inclusive agent engagement in your contact center.

Insights for Retail Contact Centers: How to Crawl, Walk, Run with AI

LiveVox

The post Insights for Retail Contact Centers: How to Crawl, Walk, Run with AI appeared first on Livevox. Artificial Intelligence

How Self-Service Can Drive Down Costs and Improve CX

Best-selling author and customer experience thought leader Blake Morgan has created a new ebook on why offering self-service should be your focus. Self-service can improve customer experience and simultaneously drive down costs.

Does Your Call Center Have a Plan for Quality Assurance?

Cyara

CX Defects and Failures Present Real Risks To Your Business. In call center customer service, quality isn’t always a given. In fact, it can be downright elusive. Just ask anyone who’s had to call their utility company or cellphone provider recently. But that doesn’t mean it’s unattainable.

Understanding and Addressing Customer Needs Is Important!

Call Experts

The term customer needs can encompass various things , and when you’re getting started in business, it’s essential to take a step back and think about what your customers want.

Occupancy Rate vs Utilization Rate: What’s the Difference?

Fonolo

All folks new to the contact center world have many steep learning curves to overcome—a big one is picking up on industry jargon. From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center.

The ROI of digital CX, Part 2: The true business impact of digital self-service

Nuance

Last time in our ROI of digital CX series, we looked at why intelligent virtual assistants are so important for successful digital self-service.

How to Prevent Brand Ambassador Burnout

Speaker: Kristi Faltorusso, VP of Customer Success at ClientSuccess

Your brand ambassadors are massively important to your business, actively promoting your brand and encouraging new business. But repeatedly requesting advocacy efforts from customers can lead to burnout and dissatisfaction. You need to avoid this at all costs! Learn how in this free webinar.

Why Today's Best AI Solutions Have Humans in the Loop

Helpware

One of the biggest misconceptions in the field of artificial intelligence (AI) is that machines can do all the work themselves. The exact opposite is true.

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What it takes to succeed in a new SaaS market with ChurnZero CEO You Mon Tsang

ChurnZero

How do you determine product-market fit? What can you do to move ideal buyers through the awareness stages? How can you really get to know your customers? Every entrepreneur entering an emerging market faces these questions which (surprise) have no perfect answer.

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3 Ways to Drive Inclusive Agent Engagement

Fonolo

Two years of sporadic lockdowns have opened up the hiring landscape to more diverse workers, so it’s crucial to ensure you focus on inclusive agent engagement in your contact center.