Sat.Dec 25, 2021 - Fri.Dec 31, 2021

Here's why patient satisfaction is so important

Callminer

Read this blog to learn what patient satisfaction is, why it matters and how conversation analytics can help transform patient experiences

26 Ideas for Engaging Your Contact Center Team

Contact Center Pipeline

A few years ago, my team wasn’t doing too well. Morale was low, which impacted calls and led to agents not staying too long. So, I started experimenting with different ways to engage team members and show them some appreciation. I’ve learned what works and what doesn’t over the years.

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How to Build a Customer Centric Roadmap for Your SaaS Product

Totango

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue.

Wow, What a Year! What is Our Personal and Business Learning for The Year

Beyond Philosophy

Customer satisfaction is at the worst point it has been for 15 years. People want positive experiences, so it’s up to businesses that want them as customers to provide them. However, the old way of doing things is going away, presenting an opportunity to solve these problems differently.

Customer Satisfaction in the Digital Age

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

More than ever, we are seeing organizations implement digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. But how does this affect customer satisfaction?

How Much Do You Trust Your Customers?

Shep Hyken

One of our loyal subscribers, Darrell Grant, The CXO at Hightower Wealth Advisors, shared a great story that provides an excellent learning opportunity. . Darrell stopped by a local bakery to pick up some treats for a client.

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Top Multi-Tenant IP PBX Features and Benefits to know in 2022

Hodusoft

Top Multi-Tenant IP PBX Features and Benefits to know in 2022. The multi-tenant IP PBX software (Internet Protocol Private Branch Exchange) is a complete communication and collaboration solution for small, mid-size, and large-scale businesses, providing integrated internet-based telephony.

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Wow, What a Year! What is Our Personal and Business Learning for The Year

Beyond Philosophy

Did you know that customer satisfaction scores are the lowest they have been in the past 15 years? It’s true, and you can’t blame it all on COVID, although there is some blame to be cast there.

5 Ways Customer Success Leaders are Fighting Burnout

Totango

Burnout is a dangerous and costly condition that should not be taken lightly. If you’ve noticed any signs of burnout within your team, it’s important to take action immediately to prevent any long-term consequences to the health of your employees as well as to your organization.

Why Self-Service Needs a Human Touch

Contact Center Pipeline

How to make self-service live up to its promise. Self-service has emerged as a key contact center strategy, both in terms of improving the customer experience (CX) and reducing cost in the contact center. Yet the delivery of self-service still hasn’t lived up to the promise.

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

Preparing for a Customer Business Review

ClientSuccess

As we reach the end of 2021, customer success teams are hard at work compiling end-of-year reviews for their customers.

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Top Takeaways and Key Insights from the Digital CX Week Roundup

NICE inContact

Do you wish you had a crystal ball that would tell you what 2022 has in store for your contact center? We're not fortune tellers, but we do have plenty of insights about what lies ahead. CXone Customer Experience NICE CXone

How to Fight Excessive Customer Churn: 4 Winning Strategies

Totango

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business.

Our Favorite Customer Support Reads and Listens of 2021

Nicereply

We are incredibly thankful you joined us on the ride through 2021. Even though the pandemic continued bugging us throughout 2021, we’ve enjoyed an inspiring year full of quality content that helped thousands of support representatives.

The New Digital Landscape for Next-Gen CX

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.

That’s A Wrap

VirtualPBX

As we approach the end of 2021, I want to take a moment to thank you for your patronage, reflect on this year, and look ahead to what’s coming in 2022 for VirtualPBX.

How to spot and act on agent training opportunities

NICE inContact

Training agents to be digitally fluent is a widespread opportunity. To get you started, download "The Ultimate Guide to CX Agents: Hiring, Training, Onboarding, and Measuring Contact Center Agents in a Post-Pandemic Digital World."

Reimagining the IT Help Desk with Tech Mahindra’s Lawrence Sathiaraj

Uniphore

The IT help desk is becoming an increasingly critical component for the hybrid workforce. However, despite its newfound prominence, many help desks struggle to effectively resolve its employees’ issues.

The Future of Contact Centers: My Predictions for 2022

Edify

Last week, I recapped our experience at Customer Contact Week in Las Vegas where I had the chance to talk with contact center and CX leaders whose respective companies span industries, size, and geographies, from major airlines in the U.S. to local governments in Canada.

CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.

10 Tips for Sales Prospecting Success

Quality Contact Solutions

Sales prospecting is possibly one of the single most vital sales tools to increase your organizational revenue and hit your annual goals. That said, many organizations struggle with prospecting successfully and keeping their salespeople closing big deals.

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4 Ways to Win Customer Loyalty: How Polywood Creates Quality Customer Experience through a Genuine Mission

SharpenCX

You can’t just sell a quality product and expect customer loyalty. In fact, according to studies done by Microsoft, 69% of US consumers say customer service is an essential factor for them to experience brand loyalty.

Amazing Business Radio: Rebecca Morgan

Shep Hyken

Calming Upset Customers. How Leaders, Managers, and Staff Can Stay Effective During Unpleasant Conversations. Shep Hyken interviews Rebecca Morgan, an international speaker, management consultant, and bestselling author.

How the Multichannel Contact Center Evolved to Serve the Omni-channel Customer

Global Response

Over the past several years, the multi-channel customer experience has become widely recognized as the quintessential model of interaction between consumers and brands. Whether via email, live chat, social media or traditional more.

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

Customer Care And Retention: Why it Matters

Ansafone

In a competitive industry, the playing field requires a business to stay ahead of the game by creating positive relationships. Driving customer lifetime value should be a focal point of a business from the start. The loyalty of consumers is garnered by the loyalty of a business.

Four Ways to Win Customer Loyalty: How Polywood Creates Quality Customer Experience through a Genuine Mission

SharpenCX

You can’t just sell a quality product and expect customer loyalty. In fact, according to studies done by Microsoft, 69% of US consumers say customer service is an essential factor for them to experience brand loyalty.

5 Top Customer Service Articles of the Week 12-27-2021

Shep Hyken

Each week I read many 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. Expert Shares Tips for Managing Online Reviews by Mike Manges. (10

All you need to know about knowledge management for chatbot functioning

Knowmax

The post All you need to know about knowledge management for chatbot functioning appeared first on Knowmax. Bot Training KM Software chatbot for knowledge management chatbot knowledge base knowledge management for chatbots

Customer Service De-Escalation Techniques

Nobelbiz Guide: Customer Service De-Escalation Techniques

Transforming the Customer Experience Through Employee Engagement

CSM Magazine

Lezli Harrell, Vice President at COPC Inc., takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.”

December Writing Roundup

Jon Arnold

Seems fitting that my final blog post of 2021 is a roundup of my public writing during the final month of the year. Busy-ness seems to come in waves, and it was a busy one for writing, so here are the highlights.

Current Challenges in Healthcare: Patient Support & Digital Transformation

LiveVox

The healthcare industry has faced many challenges recently. We’ll discuss available solutions and opportunities to meet those challenges. The coronavirus (COVID-19) has been the single greatest challenge to the healthcare industry in 2021 and 2022.