terms-of-service 
Nicereply
APRIL 16, 2020
When it comes to Terms of Service, people tend to fall into one of two camps. Or, you agonize over every line before you even consider accepting any terms. Although a Deloitte study found that 91% of consumers don’t even read terms of service agreements, they’re still a lightning rod topic around the world.
Advantage Communications
MARCH 20, 2019
The customer service world has its own language. Whether its words such as benchmarking or abbreviations such as NPS, these terms can be daunting for any new business owners that don’t have experience in creating customer service strategies.
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ShepHyken
JANUARY 15, 2024
Top Takeaways: Shep’s Comment: Some may not see this as a customer service or CX interview. Inviting accountability opens the door to conscious decision-making, enabling individuals to confront their current behaviors, and get better long-term results. I beg to differ. This is about the performance of your people.
Beyond Philosophy
OCTOBER 7, 2021
Rule #1: Think long-term. . Many organizations drive their actions to suit quarterly reporting, sales figures, and profits for this year and, as a result, don’t think long term. However, customer loyalty necessitates thinking long term. All in all, Wells Fargo enjoyed extraordinary short-term results. .
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
CX Accelerator
NOVEMBER 7, 2023
By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again.
Beyond Philosophy
DECEMBER 22, 2023
We host Alex Mead , Global Customer Service Experience Director of Alvarez & Marsal ( alexmead@sky.com ), to discuss this crucial topic and its implications for experiences. In this episode, we hear what Mead thinks about AI and the pathways for its utility in experiences in the short and long term. Check it out here.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
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A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
Speaker: Eric Berg, CEO, ContactCenterPro Consulting
In 2020 we all had to move fast in order to ensure our customers received the level of service they needed. In this discussion we will provide an overview of all work streams affected by a work from anywhere model, and talk through how you can move from emergent to best in class with your remote workforce.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
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