Sat.Nov 21, 2020 - Fri.Nov 27, 2020

Giving Thanks: 5 Ways to Say Thank You to Your Customers

Team Support

As we approach the Thanksgiving holiday in a year that has been fraught with anxiety and uncertainty, I thought we should pause and reflect on what we have to be thankful for.

COVID is Creating a Surprising Contact Centers Trend

Fonolo

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Their insights were varied and detailed, but we kept hearing one word again and again: empathy. We had to listen to that.

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Seeing Success Through the Eyes of Customers

Strikedeck

Vincent Manlapaz, in an interview with Jon Triggs talks about how CS has grown in alignment with sales, product, marketing, and engineering teams. This alignment involves strategic thinking, quantitative analysis, and a line of sight in improving the customer’s bottom line.

Thanksgiving Week Special: A Recipe for Amazing Customer Service

ShepHyken

As we approach Thanksgiving, I can’t stop thinking about turkey and stuffing—and all the different ways to prepare them. Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” So, I’ve listed some of the essential ingredients.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Align Business, Contact Center and Technology Strategies

Contact Center Pipeline

I’ve been on my soapbox for years touting the importance of aligning the business strategy, the contact center operations strategy, and the contact center technology strategy. Strategies are aligned when: You can map the relationship between business and contact center goals.

InformaTech

InformaTech

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Taking Field Service Management to the next level with AR

TechSee

Now more than ever, many businesses are searching for effective ways to improve field service. Augmented reality (AR) has many applications in field service management; below we present four practical applications that align with the four main operating models outlined by Gartner.

Guest Blog: How To Improve the Customer Experience Starting Today

ShepHyken

This week we feature an article from Chelsea Lamb , co-founder and head tech writer at Business Pop. She provides multiple strategies to improve the customer experience in order to gain and retain repeat customers. It’s been said that customer service is dead.

2021 Outlook: AI, Knowledge Automation and the Evolving Role of Remote Agents

Contact Center Pipeline

Already experiencing pandemic change, contact centers can expect even more in 2021, at a more rapid pace. Call and ticket volumes continue to rise, and the remote workforce will remain, at least partially, distributed as the new norm.

Applying Leadership Intelligence Pyramid in CX

CX Global Media

Applying the leadership intelligence pyramid is one simple way to achieve effective leadership. Here are the basics of the concept. The post Applying Leadership Intelligence Pyramid in CX appeared first on CX Global Media.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

It’s more than customer appreciation

Talkdesk

Three years ago, I had planned a vacation with my entire family, our first-ever trip to Europe. It was a different time, I know. As a Delta frequent flyer, I’ve flown over 2 million miles. I’m a proud medallion member. The morning of the trip, I got the call that our flight was canceled.

5 Top Customer Service Articles For the Week of November 23, 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.

Secure at Home: Protecting Ourselves, Our Brand, Business and Customers

Contact Center Pipeline

During the summer of the COVID pandemic, sudden urgency emerged to get everyone home safely. Massive amounts of on-site agents were suddenly sent home to work remotely. However, the challenge is that not everyone has been set up in a safe, secure work environment.

Digital Transformation Didn’t Work

Beyond Philosophy

Digital Transformation Didn’t Work: This Is What You Should Do Now. Experts estimate that companies wasted around $900 billion in 2018 on failed digital transformation projects. Nevertheless, organizations have spent upward of $2 trillion (with a t) on digital transformations in 2020. How do we know that this is not just a big waste of time and money this time around?

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Why You Should Hire Agents Based on EQ Not IQ

Fonolo

When hiring new talent, it’s easy to get caught up in qualifications and work experience. However, customer service professionals need more than smarts to be successful — especially when working in a contact center.

Three Ways to Accelerate Collaboration in the Contact Center by Integrating Microsoft Teams

NICE inContact

If you’re one of the thousands of companies that has embraced Microsoft Teams for your internal communications and collaboration, have you ever thought about extending it into your contact center? If not, you should. And here are the top three reasons why.

Wishing All of Our Readers a Safe and Happy Thanksgiving!

Contact Center Pipeline

Today is Thanksgiving Day in the United States. We would like to take this opportunity to express our sincerest gratitude to all of our readers for your time and support of our articles and blog posts throughout the years. Thank you—and have a safe and Happy Thanksgiving!

3 Important Predictions for Customer Success in 2021

ClientSuccess

No one could have predicted the wild and tumultuous year that 2020 has turned out to be. While the customer success world (and the larger SaaS economy in general) has experienced its fair share of ups and downs this year, the industry will be even more prepared in the future. .

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The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Guest Blog: Contact Center Talent in These Changing Times, Part 1 – Setting the Stage

Calabrio

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. The legendary Bob Dylan released his classic hit The Times They Are A-Changin’ back in 1964. More than half a century later, his lyrics couldn’t be more relevant.

Crisis Averted: Our Favorite Retail Catastrophes that Never Happened

Cyara

Many of the things we used to consider reassuringly normal around the holidays have been upended by the events of 2020.

Inside View: Sweetwater Founder & CEO Chuck Surack

Contact Center Pipeline

In 1979, when musician and entrepreneur Chuck Surack founded Sweetwater Sound, a mobile recording studio in the back of his VW bus, he never imagined that one day his humble venture would grow into one of the largest online retailers of musical instruments and audio equipment in the world.

Creating A Customer-Centric Strategy

Integrity Solutions

A customer-centric strategy is about more than just a values statement or a directive to the team. Are your customers truly at the center of your business universe? A customer-centric culture is one that is relentlessly focused on putting what’s best for the customer at the core of everything you do.

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!

Unlocking New Potential for Higher Ed

ConvergeOne

About 90% of colleges and universities see fewer than 70% of students graduate within six years. Clearly, student retention is a big goal for provosts and other institutional leaders.

How to Stay Close to Customers While Working From Home

CSM Magazine

The Institute of Directors (IoD) surveyed 958 British businesses and found that 74% plan to retain home-working for the foreseeable future. Four out of ten businesses reported that they had found working from home ‘more effective’.

Benefits of a Virtual Assistant in Real Estate

Ansafone

A virtual assistant can be a great asset to any busy real estate agent. Agents need to be available to their clients many hours of the day, taking care of contracts, making and accepting bids, and handling all the calls that come in. Doing this on your own can quickly wear down any agent.

What is Customer 360 and How Does it Affect Customer Success?

Totango

Today’s consumers have higher expectations for the companies they work with than ever before. The digital business landscape has made it so competitors can easily reach out to prospective customers with offers of enticing deals and promises of attentive service.

CRM 68

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

In 2021, many executives have started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27th for a webinar exploring our 2021 Community Predictions eBook!

The crucial new role of automation in healthcare CX

TELUS International

Automation is an invaluable tool for healthcare companies. Discover how mobile technology and chatbots can transform your customer experience. Next-Gen Technology

All-Star Acceleration – Experts Look at What’s Next for Contact Center Technology

Cisco - Contact Center

Hope and Hype for Customer Service and Support Solutions — Insights from Cisco and Gartner Research.

Improving the patient experience: How to offer more consumer-centric care

Talkdesk

The patient experience is undergoing a profound change. Healthcare consumers today have new and more demanding expectations, forged by Amazon and Uber-like experiences where digital comes first.