Sat.Jan 01, 2022 - Fri.Jan 07, 2022

7 Customer Expectations and Why I Shouldn’t Have to Ask for a Napkin

Steve DiGioia

We all speak about expectations, customer expectations. They can be reasonable or extreme, and sometimes achievable or bizarre. But usually, they are appropriate. As a customer, I expect a basic minimum such as: The product or service should work as expected.

Yep, Holiday Returns Will Make Customers More Difficult

Myra Golden Media

After the busy Christmas and Boxing Day shopping season, returns start. And if you’ve ever worked in retail or a contact center, you know how challenging this time of year can be.

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Customer Relationships Are a Waste of Time! Is This True? What Do You Think?

Beyond Philosophy

Our listeners have problems and they let us know about it. For our I’m in a Pickle feature on the podcast, Tina in New Zealand wrote to us because the engineering firm she works with thinks customer relationships are a waste of time.

Customer-Centric Self-Service

Contact Center Pipeline

The pandemic exposed two significant insights about the state of customer service: A poor customer experience coupled with pandemic-fueled emotions can push customers to the brink of tears; and Customers don’t have much faith in conventional self-service options.

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?

It’s time for a Customer Service Culture Transformation to Customer CARE

Bill Quiseng

Is customer service the frontline? Really? Are we called to duty on the frontline battling customers? Doctors and nurses don’t serve their ailing patients. They care. So shouldn’t customer service be customer care? Or even better …. We are the Customer CARE team.

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Customer Relationships Are a Waste of Time! Is This True? What Do You Think?

Beyond Philosophy

How do you build a long-term relationship with customers? Tina works for an engineering company in Australia and recently joined the New Zealand office.

Contact Center Pipeline Magazine: Inside Our January 2022 Issue

Contact Center Pipeline

Welcome to 2022 and the January issue of Contact Center Pipeline. I hope the new year brings much health and happiness. This is an exciting month.

Five Lessons On How To Personalize the Customer Experience

Shep Hyken

I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. What I share with you today is a great example of personalized and proactive communication.

Here are the most common types of customer satisfaction

Callminer

There are many ways to measure customer satisfaction. Read this blog to learn about the most common measurement types and how they impact your brand

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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.

Examples of Great Customer Experience in 2021

Nicereply

It’s not that important what kind of business you do. Providing good customer support is what matters in the end. We are humans that live in their social bubbles. If we like it or not, we are surrounded by brands and products we bought thanks to someone’s recommendations.

The Power of Process to Shape Customer Experience Excellence and Fuel Efficiency

Contact Center Pipeline

Let’s face it. Most folks involved in contact centers today are there to help, provide service or sell something. Customer experience excellence is a desirable attribute of these encounters, and excellence has a great dependency on effective “processes.”

Amazing Business Radio: Genefa Murphy

Shep Hyken

Intelligent Virtual Assistant. The Opportunities and Fears Surrounding Intelligent Virtual Assistant. Shep Hyken interviews Genefa Murphy, the Chief Marketing Officer for Five9.

How to Create a Customer Service Philosophy to Inspire Your Team

Nextiva

On November 15, 2015, Slack, a chat app used by millions, went offline. In an instant, teams lost contact with each other, meetings abruptly ended, and collaboration halted. It didn’t take long for customers to flock to Twitter with frustration. For most companies, this would’ve been catastrophic.

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.

Customer Effort Score (CES) explained

Hello Customer

Customers nowadays want everything easy and we can't really blame them for that. Not everything has to be hard and complicated, especially when you're using a service or browsing online.

2022 is the Year of Digital Customer Experience Excellence – Here’s Why

Comm100

If you found out that your customers would pay more for a better customer experience (CX), would you consider investing in improving this experience? In a recent study, this exact finding was discovered.

Why Your Public Service Social Media Is Broken and How To Fix It

Russel Lolacher

Whether you’re trying to start a successful social media presence for your public service organization or grow an existing one to better serve the public and your organization, there are a few key ingredients you’ll need to be impactful.

Get Comfortable Saying “Yes” | Steve Bederman on the CX Leader Podcast

NobelBiz

In this episode of The CX Leader Podcast, Steve Bederman of NobleBiz joins host Steve Walker to discuss the impact of call centers on customer experience and how contact center technology and culture can have a large impact on customer experience.

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.

150+ Revealing Customer Service Statistics for 2022

Fonolo

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits.

A Shopping Checklist to Find the Best Live Chat Providers for Government Websites

Comm100

It’s unarguable that live chat can help improve communication between government and citizens. The real-time and accessible nature of live chat caters perfectly to today’s consumer expectations, while providing government agencies with an efficient and cost-effective channel.

6 Steps to Effective Account Transitions 

ClientSuccess

Account transitions will be inevitable throughout your tenure as a customer success leader. Whether through promotions, turnover, or new hires, new CSMs are bound to leave or join your customer account teams regularly.

22 Reasons to Work with Transparent BPO in 2022

Transparent BPO Outsourcing

Nearshore and Offshore options offer quality, cost-competitive alternative By Dean Birtwell, Vice President, Business Development, Transparent BPO The start of a new year traditionally gives us a sense of renewal. A fresh start. A chance to turn the page. A time for new resolutions and a new outlook.

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.

The Future of Business

VirtualPBX

The New R&R. The future of business recruiting and remote working is evolving. And no one knows it better than us. Since 1998, helping companies and teams work and communicate from anywhere has driven the VirtualPBX squad.

5 Stress Management Techniques for the Busy Customer Success Professional

Totango

If you’ve been following along in our series about burnout and mental health in customer success, then you already know how to spot signs of burnout on your CS team and ways to help fight burnout as a CS leader.

Delivering Customer Service in a Crisis Situation

Advantage Communications

Emergencies happen. Sometimes they are technological failures, like your website going down, an app crashing or a hacker attack. Other times a natural disaster disrupts supply chains or damages your equipment. Contact Center

Your 2022 Customer Experience Plan: Strategies, Videos, & Resources

Experience Investigators

Imagine yourself a year from today. Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. How did this happen?

Customer Service De-Escalation Techniques

Nobelbiz Guide: Customer Service De-Escalation Techniques

Is This Thing On?

VirtualPBX

Business Phone Call Recording. We live in a work-from-home world where business phone call meetings are a given. And exciting opportunities have presented themselves in these virtual meetings, one of which is Call Recording —no more missing a vital moment or forgetting a crucial piece of information.

10 Full-Throated Examples of Knowledge Management Systems You’ll Want to Reproduce

HelpCrunch

Wherever you look, you will have to possess certain knowledge. In school, at home, or at work. By the way, in the business world, the know-how becomes even a greater necessity. Judge for yourself: every [ … ].

What are the main factors driving wins and losses in B2B?

Satrix Solutions

To win over B2B sales prospects, it’s not enough for your company just to have a good product and/or service.

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