Trending Articles

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.

Going From Point A to Point B? Take the long way.

Storyminers

100 Architects ‘ work is all about turning concrete into color and pathways into experiences. . Check out their recent entry to transform an urban walkway in Shanghai, China, into an urban journey. Here’s a quick video overview: . . That’s so cool!

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

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.

Are You Delivering “Comfort and Joy” to Your Customers?

Customer Bliss

Today’s guest post is from my good friend, Chip R. Bell , the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books.

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!

The 9 Best Email Support Ticketing Systems 2020 – Reviews & Comparison

Comm100

Customer service isn’t just about your team having the right attitude and training. For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. This starts with a good help desk or ticketing software.

More Trending

Storytelling for navigating change ft. Mike Wittenstein

Storyminers

The post Storytelling for navigating change ft. Mike Wittenstein appeared first on StoryMiners. Interviews

130
130

Top Leading and Lagging Metrics to Track to Improve Customer Satisfaction (CSAT)

NICE inContact

Customer loyalty and retention are at the top of the list when it comes to contact center goals. But driving loyalty and retention takes more than just measuring the customer satisfaction score (CSAT) or the net promotor score (NPS) and calling it a day.

Brandwatch’s 50 Most Influential People on Twitter 2020

Brandwatch CX

React

113
113

How Do You Demonstrate Gratitude to Your Employees and Customers?

Wired and Dangerous

The Thanksgiving holiday, especially this year, is a great time to stop and reflect on your efforts to ensure your customers feel appreciated for no other reason than they are your customers! We know that today’s wired and dangerous customers are picky, fickle, vocal, and vain*!

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!

Don’t Talk about Great CX Culture if You Don’t Know MED

eglobalis

Don’t Talk about Great Customer Experience if You Don’t Know MED , customer experience , employee experience loyalty , human experience. The post Don’t Talk about Great CX Culture if You Don’t Know MED appeared first on Eglobalis.

Why Academic Writing Skills Are Useful for Managers

CSM Magazine

Writing is seen as such a Herculean task that it is often outsourced and that can be a great idea. If you look at the writing involved in a task and you realise that it is something that you cannot handle, it’s easy to get an essay writing service to deal with it for you.

5 Key Aspects of Cutting-Edge Contact Center Software and How to Choose the Right One

NICE inContact

There’s a lot to consider when making the software choice for your contact center. And this is why NICE inContact is especially grateful to be recognized by Frost & Sullivan as the recipient of the 2020 European Contact Center as a Service Competitive Strategy Innovation and Leadership Award.

Why is Content Marketing Important?

DemandJump

If you’ve paid attention to the world of marketing over the last 10 years or so, you’ve heard “content” a lot. Content is king” is regularly thrown around, but what does that really mean?

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.

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.

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.

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.

The Loyalty Question 2.0

ShepHyken

If you have been following my work, you may remember something I refer to as The Loyalty Question. It goes like this: What am I doing right now to make sure the customer comes back the next time they need whatever it is we sell? Most people think customer loyalty is about a lifetime.

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!

What Does a Content Marketing Agency Do?

DemandJump

It’s not uncommon to outsource some of your marketing help. It’s a full-time job for most people, and when you’re trying to run a business—or run the marketing for several—the actual creation of the content can get to be a lot.

An Open Letter to My Friends in IT

Heart of the Customer

Dear IT colleagues, This is our time to shine. As the world changes rapidly, your company is looking to you to deliver the digital transformations necessary to support a new reality for your customers. Those digital adoption goals set for 2025? They’ve been moved up to 2021. With urgency.

Best Retail Feedback App for 2021

Zonka Feedback Blog

Customer Satisfaction is the reason for survival and growth of any business, but if you want to attain an outstanding position in the market, it is important to delight your customers and improve Customer Experience.

Create memories that tell your brand story

CX University

Customer Experience has been a buzz word amongst C-Level executives for some time now and for good reason too. In fact, the term has extended its reach beyond the boardroom and is used just as frequently by tactical and operational teams alike, but what does it mean?

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

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.

How Do You Write a Content Marketing Strategy?

DemandJump

Define your brand’s key message. Marketing Operations Organic Search Marketing Management Content Marketing

3 Drivers of CX Success in 2021

Upstream Works

As the pandemic continues and businesses continue shifting focus to accommodate necessary changes, we’ve seen brand new drivers of customer experience (CX) success arise.

What do you do when you can’t give the customer what they want?

Myra Golden

I created a worksheet to help you practice the Feel, Felt, Found Method so you can apply it in your specific situations. Grab the worksheet here. I was working with a client that sells food products. A frequent question they get from customers is, “What ingredients are in this yogurt?”

Video 65

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.