Fri.Nov 20, 2020

Guest Post: A Guide to Training Employees to Deliver Outstanding eCommerce Customer Service


This week we feature an article from Pawel Lawrowski, Head of Growth at Tidio. He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Poor customer service costs businesses over $75 billion a year in lost profits.

Sampling error – Definition, types, control, and reducing errors

QuestionPro Audience

What is a sampling error? A sampling error occurs when the sample used in the study is not representative of the whole population. Sampling errors often occur, and thus, researchers always calculate a margin of error during final results as a statistical practice.


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Brandwatch’s 50 Most Influential People on Twitter 2020

Brandwatch CX



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.

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The History of the Word "Hacker"

According to one of the best English etymological dictionaries available, the word "hacker", with the sense of evil/good and brilliant computer programmer, was born in the halls of MIT. This fact alone reminds us that culture and words begin in actual places. At that time, to hack code, or hack out code, had a negative connotation. Where did this come from? Read this eBook to learn how the word "hacker" has evolved.

5 call center KPIs you need to track right now


Measure twice, cut once. Any carpenter will tell you that. The same goes for contact center KPIs. Having the right metrics to measure and the tools to track them is the best way to make meaningful changes to your contact center’s performance.

More Trending

Your Totango Product Update -Thankful in Fiji


Hi, While the trees continue to bolster bright red and orange it is a great time of year to be grateful for what we have.

The 3 Reasons Customers Pushback or Ask for a Supervisor, and What to Do About It

Myra Golden

If a customer gives you pushback, argues, or asks for a supervisor, one of the three things is going on: The customer doesn’t trust you The customer fears something The customer sees you as a threat to getting what they want.

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Kudos to You — and to the People We Depend on Everyday


As we find ourselves entering the strangest holiday season we’ve ever experienced, we want to be sure that while we can’t celebrate together this year, that we still give thanks to our exceptional people and clients.

Process Automation: The Key to Business Continuity for Financial Service Providers ?


The economy has entered a recession. But unlike the last major economic downturn, the cause did not originate with the financial services industry itself due to poor regulation and debt defaults.

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!

How to Remove Yourself From Data Brokers

CSM Magazine

We all love to protect our own identity and space. That’s why we live in separate houses; have our own possessions, sleep in our own beds. It is important to us, that what is ours is private, and if there is a decision to make information public, it is a deliberate one.

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Q&A: How To Transform Reviews Into Recurring Revenue


Third-party software review sites aren’t only a Sales and Marketing tool to drive brand awareness and lead generation. Reviews hold a wealth of customer insights – and untapped recurring revenue opportunities.

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Top Customer Success Conferences in 2021


Mark Your Calendars Now! . Think back to the last time you or your team attended a conference or expo in person. If you’re like most of the world, it was probably back before March of 2020 when everything changed.

Your Ultimate Guide to Employee Engagement Surveys

ProProfs Chat

Did you know that engaged employees are 44% more productive as compared to just satisfied workers! Engaged employees are your best assets to grow your business. Their efforts are aligned to the business goals. They act as role models to other employees by setting a standard benchmark.

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.

Birdeye ranks on Deloitte’s list of 500 fastest-growing companies


We’re happy to announce that Birdeye has ranked on Deloitte’s Technology Fast 500 , a ranking of the 500 fastest-growing companies in North America from 2016-2019. During this time period, Birdeye grew a stunning 329%.

Contact Centre Trends 2021: Fonolo Report

Peter Lavers

The Coronavirus pandemic has changed the way we engage with customers, colleagues and suppliers – forever! Many companies were already on journeys of digital transformation, which have been accelerated beyond belief in 2020.

Advantages Of Adding Chatbot For Website


When you’re trying to run a business successfully, you have to automate your work process to increase profits. In the business world, your customers always want fast responses to their queries. They want to interact with your brand without filling a long-form.

The Best Practices to Attract and Retain Legal Clients

Magellan Solutions

Law firms are also businesses. They need to attract and retain clients. But just like in any other business, these tasks are often challenging. Strengthening your legal marketing strategy is an option. But this would need a lot of effort. And it can also affect your focus on core activities.

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!

Six Things Customers May Be Reluctant to Share With Auto Insurers

CSM Magazine

Like most things in life, when people are shopping for car insurance, they are looking for a deal. Saving money is the name of the game, so it’s not surprising that when filling out a car insurance application, many people lie or omit information in order to try to get a lower rate.

Watch: CRM Hack on Churn Factor, B2CRM Weekly News Update, and CRM Analysis on Zara


PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got the weekly news update, a new CRM hack on Churn Factor, and a deep analysis on the well known Spanish apparel retailer Zara.

5 Digital Technologies Transforming Contact Center Customer Service

Smarter CX

Thanks to advanced digital technologies, companies now find themselves in a position to truly transform the contact center customer service experience. From a host of stunning new capabilities driven by AI to a migration to cloud-based services, and from an overhaul in both internal and customer-facing communication to message error removal technology, it’s an exciting, unprecedented period for contact centers.

Delighted’s retail customer experience guide for 2021 and beyond


Historically, the backbone of retail has been predicated around selling goods from a physical location. In the pre-internet days, department, warehouse, discount, big box, and mom-and-pop stores were where consumers would purchase goods for personal use.

Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.

Trust In The Age Of The Customer

Forrester's Customer Insights

One of the best parts of being a Forrester analyst is having the time, space, and data to wrestle with abstract, complex concepts that inevitably influence business today and in the near future.

A practical guide to getting started with Customer Journey Orchestration


Download this Ebook. Lead goal. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource

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Nov 20 – Customer Success Jobs


Role: VP of Customer Success Location: Santa Clara, CA, US Organization: Cloudinary As a VP of Customer Success, you will be responsible for leading, expanding, and mentoring the Customer Success teams through strategy and Objectives and Key Results (OKRs) along with hiring, coaching, and developing a world-class team.

Critical touchpoints that make or break the customer experience


Download this Ebook. Lead goal. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource

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Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.